2009 Saturn Outlook Owner's Manual - Page 404

7-2 Customer Assistance Information 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: STEP THREE (U.S. Owners): Both Saturn and its retailers are committed to making sure you are completely satisfied with your Saturn vehicle. However, if you continue to remain unsatisfied after following the procedure outlined in Steps One and Two, Saturn and its retailers offer the additional assistance of a neutral party through our voluntary participation in a mediation/ arbitration program called Better Business Bureau (BBB) Auto Line. 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. This program is available at no cost to you, our customer. 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 is generally heard within 40 days. If, for any reason, your ownership experience falls below your expectations, we suggest you take the following action: STEP ONE: Contact the Retail Customer Assistance Liaison. Any member of the retail management team has the authority and the desire to resolve your concerns. Normally, concerns can be quickly resolved at this level. STEP TWO: Should you need additional assistance, in the U.S., contact the Saturn Customer Assistance Center by calling 1-800-553-6000. In Canada, call the Saturn Customer Communication Centre at 1-800-263-1999. A Saturn Customer Assistance Center team member will handle your call and assist in providing product and warranty information, the nearest retailer location, roadside assistance, brochures, literature and discuss any concerns you may have. • Vehicle Identification Number (VIN). This 17-digit number can be found on the vehicle registration or title, on the upper driver side corner of the instrument panel, or on your roadside assistance key card. • The name of your selling and servicing retail facility. • Vehicle delivery date and present mileage. • Your daytime and evening phone numbers. When contacting Saturn, please remember that your concern will likely be resolved at a retailer's facility. That is why we suggest you follow Step One first.