WickedMom
01-31-2010, 01:05 PM
Models: 2010 and Prior Passenger Cars and Trucks (Including Saturn)
2010 and Prior HUMMER H2, H3
Attention: GM of Canada and IPC Service Agents are not authorized to utilize this service bulletin. GM of Canada Service Agents/retailers should refer to the most recent Home Office Letters for program details.
Important: Additional information can be found in Service Policy and Procedures sections 1.4.12 and 1.4.13.
Roadside Assistance Program
Roadside Assistance aids owners with emergency and other services.* This customer support program is for all GM vehicle purchase and lease customers coinciding with the repair or replacement of all applicable components of the New Vehicle Limited Warranty. For 2007 and future vehicles, Roadside Assistance is available coinciding with the 5 year/100,000 miles Powertrain Warranty coverage. Additionally, towing may be available for non-warranty repairs during the 5 year/100,000 mile warranty.
• 24-hour, 7 day/week toll-free 800-762-2737
• Emergency fuel delivery (legal roadways)
• Battery jump start
• Lock-out assistance
• Trip interruption assistance (excluding Chevrolet, Pontiac and Buick) (All models/divisions included for model year 2009 only)
• Flat tire change - when equipped with a properly inflated spare tire (tire repair/replacement cost may be customer pay) or Tire Inflator Kit Service (As equipped)
• Trip routing (excluding Chevrolet, Pontiac and Buick)
• Towing (legal roadways)
All "Roadside Assistance" programs, excluding service provided by Cadillac, HUMMER Roadside service technicians, are provided by GM Roadside Assistance suppliers. Refer to the Warranty and Owner Assistance Information booklets for the corresponding Roadside Assistance phone numbers and additional details.
* Medium Duty Trucks include tow services only.
Courtesy Transportation Programs
Program Coverage and Eligibility
Courtesy Transportation can be made available for:
• All GM vehicle purchase and lease customers within the bumper-to-bumper period of the New Vehicle Limited Warranty (excludes Medium Duty trucks).
• For 2007 and future vehicles, Courtesy Transportation may be available for warranty repairs within the bumper-to-bumper and 5 year/100,000 mile powertrain coverage.
• Courtesy Transportation may be available for warranty repairs coinciding with the 8 year/100,000 Hybrid Specific Warranty for all Hybrid vehicles.
• GM company-owned vehicles
• May be used in conjunction with adjustments outside the warranty on a case-by-case basis.
• Courtesy Transportation may be available within the terms of the Certified Used Programs. Please refer to GM Vehicle Inquiry System/Investigate Vehicle History to verify eligibility.
Important: Eligibility for Courtesy Transportation related to product recalls and special policies will be addressed in the applicable bulletin.
Important: Some GM vehicles may have different Courtesy Transportation Program Terms. Please refer to the Owner Manual for details.
Courtesy Transportation should not be provided for:
• Vehicles in daily and long-term rental service
• Service Agent-owned vehicles
• Vehicles in demonstrator service
• Non-warranty Service Agent-provided services
Courtesy Transportation Options
Important: Cadillac/HUMMER H2 and H3 customers may be offered reimbursement for fuel, public transportation or provided with a rental vehicle for same days repairs.
• Shuttle Service - Providing a shuttle service for customers is the preferred transportation alternative and should be considered anytime a warranty service appointment is scheduled or an eligible vehicle is brought in for a warranty repair up to $7.50 effective 9/1/08. If the Service Agent does not operate a shuttle service, then the customer may utilize public transportation (taxi, bus, train, etc.).
• Reimbursement for Fuel Provided - When an eligible vehicle is unavailable due to overnight warranty repairs, customers who elect to utilize rides from another person (i.e. friend, neighbor, etc.) in lieu of a rental vehicle may receive reimbursement for their actual cost (based on paid receipts) of fuel purchased up to $10 per day, $50 maximum.
• Reimbursement for Use of Public Transportation - When an eligible vehicle is unavailable due to overnight warranty repairs, customers who use any form of public transportation in lieu of a rental vehicle may receive reimbursement for their actual cost (based on paid receipts, understanding that receipts may not always be available) up to $37 per day, $111 maximum.
(portion edited out for Hummer and Cadillac)
Enterprise Rent-A-Car
• Enterprise Rent-A-Car has been designated GM's preferred supplier of Courtesy Transportation vehicles obtained from a source outside of the Service Agent. Through a national agreement, Enterprise will maintain a fleet of GM vehicles for the purpose of meeting our customer's courtesy transportation needs. It is preferable for Service Agents to contact Enterprise first when obtaining a rental vehicle from outside the Service Agent.
• Enterprise will maintain a fleet of Cadillac and/or HUMMER vehicles for meeting Cadillac and HUMMER customer needs.
• Enterprise will maintain a fleet of GM vehicles meeting all other GM customer needs.
Enterprise Issue Escalation Process
In the event that a concern arises between the Service Agent and the local Enterprise Rent-A-Car agency on GM vehicle availability or for daily rental charges, the Service Agent should escalate the issue with the Enterprise Area Manager and higher if needed. If the concern is not resolved, the Service Agent should review it with their GM Representative. Contact will be made with the Corporate Enterprise Rent-A-Car headquarters for resolution.
Scheduling
Service Visits - Scheduling service appointments increase Service Agent efficiency and customer satisfaction, while minimizing vehicle repair time. If the vehicle cannot be scheduled into the service department, is still operative and safe to drive, the customer should be encouraged to drive the vehicle. Scheduling service visits late in the afternoon or immediately prior to a weekend or holiday, when service will not be performed until the next working day, does not constitute an overnight repair, unless the vehicle is inoperative or unsafe to operate.
2010 and Prior HUMMER H2, H3
Attention: GM of Canada and IPC Service Agents are not authorized to utilize this service bulletin. GM of Canada Service Agents/retailers should refer to the most recent Home Office Letters for program details.
Important: Additional information can be found in Service Policy and Procedures sections 1.4.12 and 1.4.13.
Roadside Assistance Program
Roadside Assistance aids owners with emergency and other services.* This customer support program is for all GM vehicle purchase and lease customers coinciding with the repair or replacement of all applicable components of the New Vehicle Limited Warranty. For 2007 and future vehicles, Roadside Assistance is available coinciding with the 5 year/100,000 miles Powertrain Warranty coverage. Additionally, towing may be available for non-warranty repairs during the 5 year/100,000 mile warranty.
• 24-hour, 7 day/week toll-free 800-762-2737
• Emergency fuel delivery (legal roadways)
• Battery jump start
• Lock-out assistance
• Trip interruption assistance (excluding Chevrolet, Pontiac and Buick) (All models/divisions included for model year 2009 only)
• Flat tire change - when equipped with a properly inflated spare tire (tire repair/replacement cost may be customer pay) or Tire Inflator Kit Service (As equipped)
• Trip routing (excluding Chevrolet, Pontiac and Buick)
• Towing (legal roadways)
All "Roadside Assistance" programs, excluding service provided by Cadillac, HUMMER Roadside service technicians, are provided by GM Roadside Assistance suppliers. Refer to the Warranty and Owner Assistance Information booklets for the corresponding Roadside Assistance phone numbers and additional details.
* Medium Duty Trucks include tow services only.
Courtesy Transportation Programs
Program Coverage and Eligibility
Courtesy Transportation can be made available for:
• All GM vehicle purchase and lease customers within the bumper-to-bumper period of the New Vehicle Limited Warranty (excludes Medium Duty trucks).
• For 2007 and future vehicles, Courtesy Transportation may be available for warranty repairs within the bumper-to-bumper and 5 year/100,000 mile powertrain coverage.
• Courtesy Transportation may be available for warranty repairs coinciding with the 8 year/100,000 Hybrid Specific Warranty for all Hybrid vehicles.
• GM company-owned vehicles
• May be used in conjunction with adjustments outside the warranty on a case-by-case basis.
• Courtesy Transportation may be available within the terms of the Certified Used Programs. Please refer to GM Vehicle Inquiry System/Investigate Vehicle History to verify eligibility.
Important: Eligibility for Courtesy Transportation related to product recalls and special policies will be addressed in the applicable bulletin.
Important: Some GM vehicles may have different Courtesy Transportation Program Terms. Please refer to the Owner Manual for details.
Courtesy Transportation should not be provided for:
• Vehicles in daily and long-term rental service
• Service Agent-owned vehicles
• Vehicles in demonstrator service
• Non-warranty Service Agent-provided services
Courtesy Transportation Options
Important: Cadillac/HUMMER H2 and H3 customers may be offered reimbursement for fuel, public transportation or provided with a rental vehicle for same days repairs.
• Shuttle Service - Providing a shuttle service for customers is the preferred transportation alternative and should be considered anytime a warranty service appointment is scheduled or an eligible vehicle is brought in for a warranty repair up to $7.50 effective 9/1/08. If the Service Agent does not operate a shuttle service, then the customer may utilize public transportation (taxi, bus, train, etc.).
• Reimbursement for Fuel Provided - When an eligible vehicle is unavailable due to overnight warranty repairs, customers who elect to utilize rides from another person (i.e. friend, neighbor, etc.) in lieu of a rental vehicle may receive reimbursement for their actual cost (based on paid receipts) of fuel purchased up to $10 per day, $50 maximum.
• Reimbursement for Use of Public Transportation - When an eligible vehicle is unavailable due to overnight warranty repairs, customers who use any form of public transportation in lieu of a rental vehicle may receive reimbursement for their actual cost (based on paid receipts, understanding that receipts may not always be available) up to $37 per day, $111 maximum.
(portion edited out for Hummer and Cadillac)
Enterprise Rent-A-Car
• Enterprise Rent-A-Car has been designated GM's preferred supplier of Courtesy Transportation vehicles obtained from a source outside of the Service Agent. Through a national agreement, Enterprise will maintain a fleet of GM vehicles for the purpose of meeting our customer's courtesy transportation needs. It is preferable for Service Agents to contact Enterprise first when obtaining a rental vehicle from outside the Service Agent.
• Enterprise will maintain a fleet of Cadillac and/or HUMMER vehicles for meeting Cadillac and HUMMER customer needs.
• Enterprise will maintain a fleet of GM vehicles meeting all other GM customer needs.
Enterprise Issue Escalation Process
In the event that a concern arises between the Service Agent and the local Enterprise Rent-A-Car agency on GM vehicle availability or for daily rental charges, the Service Agent should escalate the issue with the Enterprise Area Manager and higher if needed. If the concern is not resolved, the Service Agent should review it with their GM Representative. Contact will be made with the Corporate Enterprise Rent-A-Car headquarters for resolution.
Scheduling
Service Visits - Scheduling service appointments increase Service Agent efficiency and customer satisfaction, while minimizing vehicle repair time. If the vehicle cannot be scheduled into the service department, is still operative and safe to drive, the customer should be encouraged to drive the vehicle. Scheduling service visits late in the afternoon or immediately prior to a weekend or holiday, when service will not be performed until the next working day, does not constitute an overnight repair, unless the vehicle is inoperative or unsafe to operate.