Black plate (1,1)Cadillac Escalade/Escalade ESV Owner Manual - 2012Customer Information 13-1CustomerInformationCustomer InformationCustomer SatisfactionProcedure (U.S. andCanada) . . . . . . . . . . . . . . . . . . . . 13-1Customer SatisfactionProcedure (Mexico) . . . . . . . . 13-3Customer Assistance Offices(U.S. and Canada) . . . . . . . . . 13-5Customer Assistance Offices(Mexico) . . . . . . . . . . . . . . . . . . . . 13-6Customer Assistance for TextTelephone (TTY) Users (U.S.and Canada) . . . . . . . . . . . . . . . 13-6Online Owner Center . . . . . . . . 13-7GM Mobility ReimbursementProgram (U.S. andCanada) . . . . . . . . . . . . . . . . . . . . 13-8Roadside Service (U.S. andCanada) . . . . . . . . . . . . . . . . . . . . 13-8Roadside Service(Mexico) . . . . . . . . . . . . . . . . . . 13-10Scheduling ServiceAppointments (U.S. andCanada) . . . . . . . . . . . . . . . . . . 13-14Courtesy TransportationProgram (U.S. andCanada) . . . . . . . . . . . . . . . . . . 13-14Collision Damage Repair(U.S. and Canada) . . . . . . . . 13-15Service PublicationsOrdering Information . . . . . . 13-18Reporting Safety DefectsReporting Safety Defects tothe United StatesGovernment . . . . . . . . . . . . . . . 13-19Reporting Safety Defects tothe CanadianGovernment . . . . . . . . . . . . . . . 13-19Reporting Safety Defects toGeneral Motors . . . . . . . . . . . 13-20Vehicle Data Recording andPrivacyVehicle Data Recording andPrivacy . . . . . . . . . . . . . . . . . . . . 13-20Event Data Recorders . . . . . . 13-20OnStar ® . . . . . . . . . . . . . . . . . . . . 13-21Navigation System . . . . . . . . . 13-22Radio FrequencyIdentification (RFID) . . . . . . . 13-22Radio FrequencyStatement . . . . . . . . . . . . . . . . . 13-22Customer InformationCustomer SatisfactionProcedure (U.S. andCanada)Your satisfaction and goodwill areimportant to your dealer and toCadillac. Normally, any concernswith the sales transaction or theoperation of the vehicle will beresolved by your dealer's sales orservice departments. Sometimes,however, despite the best intentionsof all concerned, misunderstandingscan occur. If your concern has notbeen resolved to your satisfaction,the following steps should be taken:STEP ONE: Discuss your concernwith a member of dealershipmanagement. Normally, concernscan be quickly resolved at that level.If the matter has already beenreviewed with the sales, service orparts manager, contact the ownerof your dealership or the generalmanager.
