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Customer Information

Customer Information

Customer Satisfaction

Procedure 417

Customer Assistance Offices 419

Customer Assistance for Text

Telephone (TTY) Users 419

Online Owner Center 420

GM Mobility Reimbursement

Program 420

Roadside Service 421

Scheduling Service

Appointments 422

Courtesy Transportation

Program 423

Collision Damage Repair 424

Service Publications Ordering

Information 426

Radio Frequency Statement 426

Reporting Safety Defects

Reporting Safety Defects to the

United States Government 427

Reporting Safety Defects to the

Canadian Government 427

Reporting Safety Defects to

General Motors 428


Vehicle Data Recording and Privacy

Vehicle Data Recording and

Privacy 428

Event Data Recorders 428

OnStar 429

Infotainment System 429




Customer Information

Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealer and to

Cadillac. Normally, any concerns with the sales transaction or the operation of the 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 your dealership or the general manager.

STEP TWO : If after contacting a

member of dealership management, it appears your concern cannot be

resolved by your dealership without



further help, in the U.S., call the

Cadillac Customer Assistance Center at 1-8004588006. In Canada, call

the Canadian Cadillac Customer Care Centre at 1-888-446-2000.

We encourage you to call the toll-free number in order to give your inquiry prompt attention. Have the following information available to give the

Customer Assistance representative:

. Vehicle Identification

Number (VIN). 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.

. Dealership name and location.

. Vehicle delivery date and present mileage.

When contacting Cadillac, remember that your concern will likely be

resolved at a dealer's facility. That is why we suggest following Step One


STEP THREE — U.S. Owners : Both General Motors and your dealer are

committed to making sure you are completely satisfied with the new


vehicle. However, if you continue to

remain unsatisfied after following the procedure outlined in Steps One and Two, you can file with the Better

Business Bureau (BBB) Auto Line Program to enforce your rights.

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 Auto Line

Program using the toll-free telephone number or write them at the following address:


BBB Auto Line Program

Council of Better Business Bureaus, Inc.

3033 Wilson Boulevard

Suite 600

Arlington, VA 22201

Telephone: 1-800-955-5100 http://www.bbb.org/council/ programs-services/

dispute-handling-and-resolution/ bbb-auto-line

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.

STEP THREE — Canadian Owners : In the event that you do not feel your concerns have been addressed after

following the procedure outlined in

Steps One and Two, General Motors of Canada Company wants you to be

aware of its participation in a

no-charge mediation/arbitration

program. General Motors of Canada Company has committed to binding


Reporting Safety DefectsReporting Safety Defects to the United States GovernmentReporting Safety Defects to the Canadian GovernmentReporting Safety Defects to General MotorsVehicle Data Recording and PrivacyEvent Data RecordersOnStarInfotainment System