Chevrolet Equinox manuals

Chevrolet Equinox Service Manual: Customer Satisfaction Procedure

Chevrolet Equinox Service Manual / Vehicle - General / Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealer and to Chevrolet. Normally,any concerns with the sales transaction or the operation of the vehicle will be resolvedby your dealer's sales or service departments. Sometimes, however, despite the bestintentions of all concerned, misunderstandings can occur. If your concern has notbeen resolved to your satisfaction, the following steps should be taken:


Discuss your concern with a member of dealership management. Normally, concerns canbe quickly resolved at that level. If the matter has already been reviewed with thesales, service, or parts manager, contact the owner of your dealership or the generalmanager.


If after contacting a member of dealership management, it appears your concern cannotbe resolved by your dealership without further help, in the U.S., call the ChevroletCustomer Assistance Center at 1-800–222–1020. In Canada, call General Motors of CanadaCustomer Care Centre at 1-800-263-3777 (English), or 1-800-263-7854 (French).

We encourage you to call the toll-free number in order to give your inquiry promptattention. Have the following information available to give the Customer Assistancerepresentative:

Vehicle Identification Number-(VIN). This is available from the vehicle registrationor title, or the plate at the top left of the instrument panel and visible throughthe windshield.Dealership name and location.Vehicle delivery date and present mileage.

When contacting Chevrolet, remember that your concern will likely be resolved at adealer's facility. That is why we suggest following Step One first.

STEP THREE — U.S. Owners

Both General Motors and your dealer are committed to making sure you are completelysatisfied with the new vehicle. However, if you continue to remain unsatisfied afterfollowing the procedure outlined in Steps One and Two, you can file with the BetterBusiness Bureau (BBB) Auto Line® Program to enforce your rights.

The BBB Auto Line Program is an out-of-court program administered by the Council ofBetter Business Bureaus to settle automotive disputes regarding vehicle repairs orthe interpretation of the New Vehicle Limited Warranty. Although you may be requiredto 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 within40-days. Ifyou do not agree with the decision given in your case, you may reject it and proceedwith any other venue for relief available to you.

You may contact the BBB Auto Line Program using the toll-free telephone number orwrite them at the following address:

BBB Auto Line Program

Council of Better Business Bureaus, Inc.

4200 Wilson Boulevard

Suite 800

Arlington, VA 22203-1838

Telephone: 1-800-955-5100

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

STEP THREE — Canadian Owners

In the event that you do not feel your concerns have been addressed after followingthe procedure outlined in Steps One and Two, General Motors of Canada Limited wantsyou to be aware of its participation in a no-charge Mediation/Arbitration Program.General Motors of Canada Limited has committed to binding arbitration of owner disputesinvolving factory-related vehicle service claims. Theprogram provides for the review of the facts involved by an impartial third partyarbiter, and may include an informal hearing before the arbiter. The program is designedso that the entire dispute settlement process, from the time you file your complaintto the final decision, should be completed in about 70 days. We believe our impartialprogram offers advantages over courts in most jurisdictions because it is informal,quick, and free ofcharge.

For further information concerning eligibility in the Canadian Motor Vehicle ArbitrationPlan (CAMVAP), call toll-free 1-800-207-0685, or call the General Motors CustomerCare Centre, 1-800-263-3777 (English), 1-800-263-7854 (French), or write to:

The Mediation/Arbitration Program

c/o Customer Care Centre

General Motors of Canada Limited

Mail Code: CA1-163-005

1908 Colonel Sam Drive

Oshawa, Ontario L1H 8P7

The inquiry should be accompanied by the Vehicle Identification Number (VIN).

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