Pontiac Grand Am (2002 year). Manual - part 21

8-3

Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your
dealer and to Pontiac. Normally, any concerns with the
sales transaction or the operation of your vehicle will be
resolved by your dealer’s sales or service departments.
Sometimes, however, despite the best intentions of 
all concerned, misunderstandings can occur. If your
concern has not been resolved to your satisfaction, 
the following steps should be taken:

STEP ONE -- Discuss your concern with a member 
of dealership management. Normally, concerns can 
be quickly resolved at that level. If the matter has 
already been reviewed with the sales, service or parts
manager, contact the owner of the dealership or the 
general manager.

STEP TWO -- If after contacting a member of 
dealership management, it appears your concern cannot 
be resolved by the dealership without further help, contact    
the Pontiac Customer Assistance Center by calling
1-800-762-2737. In Canada, contact GM of Canada
Customer Communication Centre in Oshawa by calling
1-800-263-3777 (English) or 1-800-263-7854 (French).

8-4

We encourage you to call the toll-free number in order
to give your inquiry prompt attention. Please have the
following information available to give the Customer
Assistance Representative:
D Vehicle Identification Number (This is available

from the vehicle registration or title, or the plate 
at the top left of the instrument panel and visible
through the windshield.)

D Dealership name and location
D Vehicle delivery date and present mileage
When contacting Pontiac, please remember that 
your concern will likely be resolved at a dealer’s facility.
That is why we suggest you follow Step One first if 
you have a concern.

STEP THREE -- Both General Motors and your 
dealer are committed to making sure you are 
completely satisfied with your new vehicle. However, 
if you continue to remain unsatisfied after following the
procedure outlined in Steps One and Two, you should
file with the GM/BBB Auto Line Program to enforce
any additional rights you may have. Canadian owners
refer to your Warranty and Owner Assistance
Information booklet for information on the Canadian
Motor Vehicle Arbitration Plan (CAMVAP).

The BBB Auto Line Program is an out of court program
administered by the Council of Better Business Bureaus 
to settle automotive disputes regarding vehicle repairs or
the interpretation of the New Vehicle Limited Warranty.
Although you may be required to resort to this informal
dispute resolution program prior to filing a court action,
use of the program is free of charge and your case 
will generally be heard within 40 days. If you do not
agree with the decision given in your case, you may
reject it and proceed with any other venue for relief
available to you.

You may contact the BBB using the toll

-

free telephone

number or write them at the following address:

BBB Auto Line
Council of Better Business Bureaus, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203

-

1804

Telephone: 1

-

800

-

955

-

5100

This program is available in all 50 states and the 
District of Columbia. Eligibility is limited by vehicle age,
mileage and other factors. General Motors reserves the
right to change eligibility limitations and/or discontinue
its participation in this program.

8-5

Customer Assistance for Text
Telephone (TTY) Users

To assist customers who are deaf, hard of hearing, or
speech

-

impaired and who use Text Telephones (TTYs),

Pontiac has TTY equipment available at its Customer
Assistance Center. Any TTY user can communicate with
Pontiac by dialing: 1

-

800

-

833

-

PONT (7668). 

(TTY users in Canada can dial 1

-

800

-

263

-

3830.)

Customer Assistance Offices

Pontiac encourages customers to call the toll-free number
for assistance. If a U.S. customer wishes to write to Pontiac,
the letter should be addressed to Pontiac’s Customer
Assistance Center.

United States

Pontiac-GMC Customer Assistance Center
P.O. Box 33172
Detroit, MI 48232-5172

1-800-762-2737 or 
1-800-833-7668 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-ROADSIDE (762-3743)
From:
Puerto Rico: 

1-800-496-9992 (English)
1-800-496-9993 (Spanish)

U.S. Virgin Islands: 

1-800-496-9994

Fax Number:  313-381-0022

Canada

General Motors of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7

1-800-263-3777 (English)
1-800-263-7854 (French)
1-800-263-3830 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-268-6800

All Overseas Locations

Please contact the local General Motors Business Unit.

Mexico, Central America and Caribbean
Islands/Countries (Except Puerto Rico and
U.S. Virgin Islands)

General Motors de Mexico, S. de R.L. de C.V. 
Customer Assistance Center
Paseo de la Reforma # 2740
Col. Lomas de Bezares
C.P. 11910, Mexico, D.F.

01-800-508-0000
Long Distance: 011-52 - 53 29 0 800

8-6

GM Mobility Program for Persons
with Disabilities

This program, available to
qualified applicants, can
reimburse you up to $1,000
toward aftermarket driver 
or passenger adaptive
equipment you may require
for your vehicle (hand
controls, wheelchair/scooter
lifts, etc.).

This program can also provide you with free resource
information, such as area driver assessment centers and
mobility equipment installers. The program is available
for a limited period of time from the date of vehicle
purchase/lease. See your dealer for more details or call
the GM Mobility Assistance Center at 1

-

800

-

323

-

9935.

Text telephone (TTY) users, call 1

-

800

-

833

-

9935.

GM of Canada also has a Mobility Program. 
Call 1

-

800

-

GM

-

DRIVE (463

-

7483) for details. 

When calling from outside Canada, please dial
1

-

905

-

644

-

3063.  All TTY users call 1

-

800

-

263

-

3830.

Pontiac Roadside Assistance Program

Security While You Travel

1

-

800

-

ROADSIDE (1

-

800

-

762

-

3743)

As the proud owner of a new Pontiac vehicle, you are
automatically enrolled in the Pontiac Roadside 
Assistance program. This value

-

added service is

intended to provide you with peace of mind as you 
drive in the city or travel the open road.

8-7

Pontiac’s Roadside Assistance toll

-

free number is

staffed by a team of technically trained advisors, who
are available 24 hours a day, 365 days a year.

We take anxiety out of uncertain situations by providing
minor repair information over the phone or making
arrangements to tow your vehicle to the nearest 
Pontiac dealer.

We will provide the following services for 
3 years/36,000 miles (60 000 km), at no expense to you:
D Fuel delivery
D Lock

-

out service (identification required)

D Tow to nearest dealership for warranty service
D Change a flat tire
D Jump starts
We have quick, easy access to telephone numbers of the
following additional services depending on your needs:
D Hotels
D Glass replacement
D Tire repair facilities

D Rental vehicle or taxis
D Airports or train stations
D Police, fire department or hospitals
In many instances, mechanical failures are covered
under Pontiac’s comprehensive warranty. However,
when other services are utilized, our advisors will
explain any payment obligations you might incur.

For prompt and efficient assistance when calling, please
provide the following information to give the advisor:
D Location of vehicle
D Telephone number of your location
D Vehicle model, year and color
D Mileage of vehicle
D Vehicle Identification Number (VIN)
D Vehicle license plate number

8-8

Pontiac reserves the right to limit services or
reimbursement to an owner or driver when, in Pontiac’s
judgement, the claims become excessive in frequency or
type of occurrence.

While we hope you never have the occasion to use our
service, it is added security while traveling for you and
your family. Remember, we’re only a phone call away.
Pontiac Roadside Assistance 

--

 1

-

800

-

ROADSIDE 

or 1

-

800

-

762

-

3743, text telephone (TTY) users, 

call 1

-

888

-

889

-

2438.

Canadian Roadside Assistance

Vehicles purchased in Canada have an extensive
Roadside Assistance program accessible from anywhere
in Canada or the United States. Please refer to the
Warranty and Owner Assistance Information book or
call 1

-

800

-

268

-

6800 for emergency services.

Courtesy Transportation

Pontiac has always exemplified quality and value in its
offering of motor vehicles. To enhance your ownership
experience, we and our participating dealers are proud 
to offer Courtesy Transportation, a customer support
program for new vehicles.

The Courtesy Transportation program is offered to 
retail purchase/lease customers in conjunction with 
the Bumper

-

to

-

Bumper coverage provided by the 

New Vehicle Limited Warranty. Several transportation
options are available when warranty repairs are
required. This will reduce your inconvenience during
warranty repairs.

Plan Ahead When Possible

When your vehicle requires warranty service, you
should contact your dealer and request an appointment.
By scheduling a service appointment and advising your
service consultant of your transportation needs, your
dealer can help minimize your inconvenience. If your
vehicle cannot be scheduled into the service department
immediately, keep driving it until it can be scheduled for
service, unless, of course, the problem is safety

-

related.

If it is, please call your dealership, let them know this,
and ask for instructions.

8-9

If the dealer requests that you simply drop the vehicle
off for service, you are urged to do so as early in the
work day as possible to allow for same day repair.

Transportation Options

Warranty service can generally be completed while you
wait. However, if you are unable to wait Pontiac helps
minimize your inconvenience by providing several
transportation options. Depending on the circumstances,
your dealer can offer you one of the following:

Shuttle Service

Participating dealers can provide you with shuttle
service to get you to your destination with minimal
interruption of your daily schedule. This includes a 
one way shuttle ride to a destination up to 10 miles 
from the dealership.

Public Transportation or Fuel Reimbursement

If your vehicle requires overnight warranty repairs,
reimbursement up to $30 per day (five days maximum)
may be available for the use of public transportation
such as taxi or bus. In addition, should you arrange
transportation through a friend or relative, reimbursement
for reasonable fuel expenses up to $10 per day (five day
maximum) may be available. Claim amounts should
reflect actual costs and be supported by original receipts.

Courtesy Rental Vehicle

When your vehicle is unavailable due to overnight
warranty repairs, your dealer may arrange to provide
you with a courtesy rental vehicle or reimburse you for 
a rental vehicle you obtained, at actual cost, up to a
maximum of $30.00 per day supported by receipts. 
This requires that you sign and complete a rental
agreement and meet state, local and rental vehicle
provider requirements. Requirements vary and may
include minimum age requirements, insurance coverage,
credit card, etc. You are responsible for fuel usage
charges and may also be responsible for taxes, levies,
usage fees, excessive mileage or rental usage beyond the
completion of the repair.

Generally it is not possible to provide a like

-

vehicle as 

a courtesy rental.

Additional Program Information

Courtesy Transportation is available during the
Bumper

-

to

-

Bumper warranty coverage period, 

but it is not part of the New Vehicle Limited Warranty. 
A separate booklet entitled “Warranty and Owner
Assistance Information” furnished with each new 
vehicle provides detailed warranty coverage information.

8-10

Courtesy Transportation is available only at
participating dealers and all program options, such as
shuttle service, may not be available at every dealer.
Please contact your dealer for specific information about
availability. All Courtesy Transportation arrangements
will be administered by appropriate dealer personnel.

Canadian Vehicles: For warranty repairs during the
Complete Vehicle Coverage period of the General
Motors of Canada New Vehicle Limited Warranty,
alternative transportation may be available under the
Courtesy Transportation Program. Please consult your
dealer for details.

General Motors reserves the right to unilaterally modify,
change or discontinue Courtesy Transportation at any
time and to resolve all questions of claim eligibility
pursuant to the terms and conditions described herein 
at its sole discretion.

Warranty Information

Your vehicle comes with a separate warranty booklet
that contains detailed warranty information.

REPORTING SAFETY 
DEFECTS TO THE UNITED
STATES GOVERNMENT

If you believe that your vehicle has a defect which 
could cause a crash or could cause injury or death, 
you should immediately inform the National Highway
Traffic Safety Administration (NHTSA), in addition to
notifying General Motors.

If NHTSA receives similar complaints, it may open an
investigation, and if it finds that a safety defect exists in
a group of vehicles, it may order a recall and remedy
campaign. However, NHTSA cannot become involved
in individual problems between you, your dealer or
General Motors.

To contact NHTSA, you may either call the Auto Safety
Hotline toll

-

free at 1

-

800

-

424

-

9393 (or 366

-

0123 in 

the Washington, D.C. area) or write to:

NHTSA, U.S. Department of Transportation
Washington, D.C. 20590

You can also obtain other information about motor
vehicle safety from the hotline.

8-11

REPORTING SAFETY DEFECTS TO 
THE CANADIAN GOVERNMENT

If you live in Canada, and you believe that your vehicle
has a safety defect, you should immediately notify
Transport Canada, in addition to notifying General
Motors of Canada Limited. You may write to:

Transport Canada
330 Sparks Street
Tower C
Ottawa, Ontario K1A 0N5

REPORTING SAFETY DEFECTS TO 
GENERAL MOTORS

In addition to notifying NHTSA (or Transport Canada)
in a situation like this, we certainly hope you’ll notify
us. Please call us at 1–800–762-2737, or write:

Pontiac-GMC Customer Assistance Center
P.O. Box 33172
Detroit, MI 48232-5172

In Canada, please call us at 1

-

800

-

263

-

3777 (English)

or 1

-

800

-

263

-

7854 (French). Or, write:

General Motors of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7

8-12

SERVICE PUBLICATIONS ORDERING INFORMATION

Service Manuals

Service Manuals have the diagnosis and repair
information on engines, transmission, axle, suspension,
brakes, electrical, steering, body, etc.

RETAIL SELL PRICE: $120.00

Transmission, Transaxle, Transfer Case
Unit Repair Manual

This manual provides information on unit repair 
service procedures, adjustments and specifications 
for GM transmissions, transaxles and transfer cases.

RETAIL SELL PRICE: $50.00

Service Bulletins

Service Bulletins give technical service information
needed to knowledgeably service General Motors cars
and trucks. Each bulletin contains instructions to assist
in the diagnosis and service of your vehicle.

Owner’s Information

Owner publications are written specifically for owners 
and intended to provide basic operational information 
about the vehicle. The owner’s manual will include the
Maintenance Schedule for all models.

In

-

Portfolio: Includes a Portfolio, Owner’s Manual and

Warranty Booklet.

RETAIL SELL PRICE: $35.00

Without Portfolio: Owner’s Manual only.

RETAIL SELL PRICE: $25.00

Current and Past Model Order Forms

Service Publications are available for current and 
past model GM vehicles. To request an order form,
please specify year and model name of the vehicle.

ORDER TOLL FREE: 1-800-551-4123 – Monday-Friday 8:00 AM – 6:00 PM Eastern Time

Visit Helm, Inc. on the World Wide Web at: www.helminc.com

For Credit Card Orders Only (VISA-MasterCard-Discover)

Helm, Incorporated 

S P.O. Box 07130 S Detroit, MI 48207

Prices are subject to change without notice and without

Note to Canadian Customers:  All listed prices are quoted in U.S. funds.

incurring obligation. Allow ample time for delivery.

Canadian residents are to make checks payable in U.S. funds.