Customer Assistance andInformationCustomer Satisfaction ProcedureYour satisfaction and goodwill are important toyour dealer and to Cadillac. Normally, any concernswith the sales transaction or the operation of yourvehicle will be resolved by your dealer’s sales or servicedepartments. Sometimes, however, despite the bestintentions of all concerned, misunderstandings canoccur. If your concern has not been resolved to yoursatisfaction, the following steps should be taken:STEP ONE: Discuss your concern with a member ofdealership management. Normally, concerns canbe quickly resolved at that level. If the matter hasalready been reviewed with the sales, service or partsmanager, contact the owner of the dealership orthe general manager.STEP TWO: If after contacting a member of dealershipmanagement, it appears your concern cannot beresolved by the dealership without further help, contactthe Cadillac Customer Assistance Center, 24 hoursa day, by calling 1-800-458-8006. In Canada, contactGM of Canada Customer Communication Centrein Oshawa by calling 1-800-263-3777 (English) or1-800-263-7854 (French).We encourage you to call the toll-free number in orderto give your inquiry prompt attention. Please havethe following information available to give the CustomerAssistance Representative:• Vehicle Identification Number (This is available fromthe vehicle registration or title, or the plate at thetop left of the instrument panel and visible throughthe windshield.)• Dealership name and location• Vehicle delivery date and present mileageWhen contacting Cadillac, please remember that yourconcern will likely be resolved at a dealer’s facility. Thatis why we suggest you follow Step One first if youhave a concern.STEP THREE: Both General Motors and your dealerare committed to making sure you are completelysatisfied with your new vehicle. However, if you continueto remain unsatisfied after following the procedureoutlined in Steps One and Two, you should file with theBBB Auto Line Program to enforce any additionalrights you may have. Canadian owners refer to yourWarranty and Owner Assistance Information booklet forinformation on the Canadian Motor Vehicle ArbitrationPlan (CAMVAP).7-2
