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Cadillac Escalade/Escalade ESV Owner Manual - 2011
Customer Information 13-1
Customer
Information
Customer Information
Customer Satisfaction
Procedure (U.S. and
Canada) . ........ ..... ...... 13-1
Customer Satisfaction
Procedure (Mexico) .... . . . . 13-3
Customer Assistance Offices
(U.S. and Canada) .... . . . . . 13-5
Customer Assistance Offices
(Mexico) . ....... ...... ...... 13-5
Customer Assistance for Text
Telephone (TTY) Users .... . 13-6
Online Owner Center .... . . . . 13-6
GM Mobility Reimbursement
Program ... ..... ..... ...... . 13-7
Roadside Service (U.S. and
Canada) . ........ ..... ...... 13-7
Roadside Service
(Mexico) . ... . .. . . . . . . . .. . . 13-10
Scheduling Service
Appointments ... . . .. . . . . . . 13-10
Courtesy Transportation
Program ... ......... ....... 13-11
Collision Damage Repair ... 13-12
Service Publications
Ordering Information .... . . 13-15
Reporting Safety Defects
Reporting Safety Defects to
the United States
Government . ............ .. 13-16
Reporting Safety Defects to
the Canadian
Government . ............ .. 13-17
Reporting Safety Defects to
General Motors .... . . . . . . . 13-17
Vehicle Data Recording and
Privacy
Vehicle Data Recording and
Privacy .. .... .... ... .... ... 13-17
Event Data Recorders .... . . 13-18
OnStar
®
..... .. . .. .. .. .. . .. . 13-19
Navigation System .... . . . . . 13-19
Radio Frequency
Identification (RFID) .... .. . 13-19
Radio Frequency
Statement . ...... .... ... ... 13-19
Customer Information
Customer Satisfaction
Procedure
(U.S. and Canada)
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 the 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 the dealership
or the general manager.