25
Owner Assistance
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 your 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 dealer 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 the dealer facility or the
General Manager.
STEP TWO — If after contacting a member of
dealer management, it appears your concern cannot be
resolved by the dealer without further help contact
the Cadillac Customer Assistance Center by
calling 1-800-458–8006. (In Canada, contact GM
of Canada Central Office in Oshawa by calling
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 prompt attention. Please
have the following information available to give the
Customer Assistance representative:
D Vehicle Identification Number (This is available
from the vehicle registration or title, or the plate
above the left top of the instrument panel and visible
through the windshield.)
D Dealer name and location
D Vehicle’s delivery date and present mileage
When contacting Cadillac, please remember that your
concern will likely be resolved at a dealer’s facility. That
is why we suggest you follow Step One first if you have
a concern.
STEP THREE — Both General Motors and your GM
dealer are committed to making sure you are completely
satisfied with your new vehicle. However, if you
continue to remain unsatisfied after following the
procedure outlined in Steps One and Two, file with the
GM/BBB Auto Line Program to enforce any additional
rights you may have.