Chevrolet Silverado: Customer Information

Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealer and to Chevrolet. Normally, any concerns with the sales transaction or the operation of the 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 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 your dealership or the general manager.

STEP TWO : If after contacting a member of dealership management, it appears your concern cannot be resolved by your dealership without further help, in the U.S., call the Chevrolet Customer Assistance Center at 1-800-222-1020. In Canada, call General Motors of Canada Customer Care Centre at 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. Have the following information available to give the Customer Assistance representative:

• Vehicle Identification Number (VIN). This is available from the vehicle registration or title, or the plate at the top left of the instrument panel and visible through the windshield.
• Dealership name and location.
• Vehicle delivery date and present mileage.

When contacting Chevrolet, remember that your concern will likely be resolved at a dealer's facility. That is why we suggest following Step One first.

STEP THREE — U.S. Owners : Both General Motors and your 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, you can file with the Better Business Bureau (BBB) Auto Line Program to enforce your rights.

The BBB Auto Line Program is an out-of-court program administered by BBB National Programs, Inc. to settle automotive disputes regarding vehicle repairs or the interpretation of the New Vehicle Limited Warranty. 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 will generally be heard within 40 days. If you do not agree with the decision given in your case, you may reject it and proceed with any other venue for relief available to you.

You may contact the BBB Auto Line Program using the toll-free telephone number or write them at the following address:

BBB Auto Line Program

BBB National Programs, Inc.

3033 Wilson Boulevard Suite 600

Arlington, VA 22201

Telephone: 1-800-955-5100

http://www.bbb.org/council/programs-services/dispute-handling-and-resolution/bbb-auto-line

This program is available in all 50 states and the District of Columbia. Eligibility is limited by vehicle age, mileage, and other factors. General Motors reserves the right to change eligibility limitations and/or discontinue its participation in this program.

STEP THREE — Canadian Owners : In the event that you do not feel your concerns have been addressed after following the procedure outlined in Steps One and Two, General Motors of Canada Company wants you to be aware of its participation in a no-charge Mediation/Arbitration Program.

General Motors of Canada Company has committed to binding arbitration of owner disputes involving factory-related vehicle service claims. The program provides for the review of the facts involved by an impartial third party arbiter, and may include an informal hearing before the arbiter. The program is designed so that the entire dispute settlement process, from the time you file your complaint to the final decision, should be completed in about 70 days. We believe our impartial program offers advantages over courts in most jurisdictions because it is informal, quick, and free of charge.

For further information concerning eligibility in the Canadian Motor Vehicle Arbitration Plan (CAMVAP), call toll-free 1-800-207-0685, or call the General Motors Customer Care Centre, 1-800-263-3777 (English), 1-800-263-7854 (French), or write to:

The Mediation/Arbitration Program

c/o Customer Care Centre

General Motors of Canada Company

Mail Code: CA1-163-005

1908 Colonel Sam Drive

Oshawa, Ontario L1H 8P7

Your inquiry should be accompanied by the Vehicle Identification Number (VIN).

Customer Assistance Offices

Chevrolet encourages customers to call the toll-free number for assistance. However, if a customer wishes to write or e-mail Chevrolet, the letter should be addressed to:

United States and Puerto Rico

Chevrolet Motor Division

Chevrolet Customer Assistance Center

P.O. Box 33170

Detroit, MI 48232-5170

www.Chevrolet.com

1-800-222-1020

1-800-833-2438 (For Text Telephone Devices (TTYs))

Roadside Assistance: 1-800-243-8872

From U.S. Virgin Islands: 1-800-496-9994

Canada

General Motors of Canada Company

Customer Care Centre, Mail Code:

CA1-163-005

1908 Colonel Sam Drive

Oshawa, Ontario L1H 8P7

www.gm.ca

1-800-263-3777 (English)

1-800-263-7854 (French)

1-800-263-3830 (For Text Telephone devices (TTYs))

Roadside Assistance:

1-800-268-6800

Overseas

Please contact the local General Motors Business Unit.

Customer Assistance for Text Telephone (TTY) Users

To assist customers who are deaf, hard of hearing, or speech-impaired and who use Text Telephones (TTYs), Chevrolet has TTY equipment available at its Customer Assistance Center. Any TTY user in the U.S. can communicate with Chevrolet by dialing:

1-800-833-2438. TTY users in Canada can dial 1-800-263-3830.

Online Owner Center

Online Owner Experience (U.S.) my.chevrolet.com

The Chevrolet online owner experience allows access to videos, articles, and vehicle health specific to your Chevrolet as well as your OnStar Account information all in one place.

Membership Benefits

: Download owner’s manuals and view vehicle-specific how-to videos.

: View maintenance schedules, alerts, and Vehicle Diagnostic Information. Schedule service appointments.

: View and print dealer-recorded service records and self-recorded service records.

: Select a preferred dealer and view locations, maps, phone numbers, and hours.

: Track your vehicle’s warranty information.

: View active recalls by Vehicle Identification Number (VIN). See Vehicle Identification Number (VIN).

: Compare and shop for Chevrolet and OnStar plans and services. View GM Card and SiriusXM information (if equipped).

: Chat with online help representatives.

See my.chevrolet.com to register your vehicle.

Chevrolet Owner Centre (Canada) mychevrolet.ca

Visit the Chevrolet Owner Centre at mychevrolet.ca (English) or my.chevrolet.ca (French) to access similar benefits to the U.S. site.

GM Mobility Reimbursement Program

This program is available to qualified applicants for cost reimbursement, up to certain limits, of eligible aftermarket adaptive equipment required for the vehicle, such as hand controls or a wheelchair/scooter lift for the vehicle.

To learn about the GM Mobility program, see www.gmmobility.com or call the GM Mobility Assistance Center at 1-800-323-9935. Text Telephone (TTY) users, call 1-800-833-9935.

General Motors of Canada also has a Mobility program. See www.gm.ca or call 1-800-GM-DRIVE (800-463-7483) for details. TTY users call 1-800-263-3830.

Roadside Assistance Program

For U.S.-purchased vehicles, call 1-800-243-8872. (Text Telephone (TTY): 1-888-889-2438.)

For Canadian-purchased vehicles, call 1-800-268-6800.

Service is available 24 hours a day, 365 days a year.

Calling for Assistance

When calling Roadside Assistance, have the following information ready:

• Your name, home address, and home telephone number
• Telephone number of your location
• Location of the vehicle
• Model, year, color, and license plate number of the vehicle
• Odometer reading, Vehicle Identification Number (VIN), and delivery date of the vehicle
• Description of the problem

Coverage

Services are provided for the duration of the vehicle’s powertrain warranty.

In the U.S., anyone driving the vehicle is covered. In Canada, a person driving the vehicle without permission from the owner is not covered.

Roadside Assistance is not a part of the New Vehicle Limited Warranty. General Motors North America and Chevrolet reserve the right to make any changes or discontinue the Roadside Assistance program at any time without notification.

General Motors North America and Chevrolet reserve the right to limit services or payment to an owner or driver if they decide the claims are made too often, or the same type of claim is made many times.

Services Provided

• Emergency Fuel Delivery:  Delivery of enough fuel for the vehicle to get to the nearest service station.
• Lock-Out Service: Service to unlock the vehicle if you are locked out. A remote unlock may be available if you have OnStar. For security reasons, the driver must present identification before this service is given.
• Emergency Tow from a Public Road or Highway: Tow to the nearest Chevrolet dealer for warranty service, or if the vehicle was in a crash and cannot be driven. Assistance is not given when the vehicle is stuck in the sand, mud, or snow.
• Flat Tire Change: Service to change a flat tire with the spare tire. The spare tire, if equipped, must be in good condition and properly inflated. It is the owner's responsibility for the repair or replacement of the tire if it is not covered by the warranty.
• Battery Jump Start: Service to jump start a dead battery.
• Trip Interruption Benefits and Assistance: If your trip is interrupted due to a warranty event, incidental expenses may be reimbursed within the Powertrain warranty period. Items considered are reasonable and customary hotel, meals, rental car, or a vehicle being delivered back to the customer, up to 500 miles.

Services Not Included in Roadside Assistance

• Impound towing caused by violation of any laws
• Legal fines
• Mounting, dismounting, or changing of snow tires, chains, or other traction devices

Service is not provided if a vehicle is in an area that is not accessible to the service vehicle or is not a regularly traveled or maintained public road, which includes ice and winter roads. Off-road use is not covered.

Services Specific to Canadian-Purchased Vehicles

• Fuel Delivery: Reimbursement is up to 7 liters. If available, diesel fuel delivery may be restricted. Propane and other fuels are not provided through this service.
• Lock-Out Service: Vehicle registration is required.
• Trip Interruption Benefits and Assistance: Must be over 150 km from where your trip was started to qualify. Pre-authorization, original detailed receipts, and a copy of the repair orders are required. Once authorization has been received, the Roadside Assistance advisor will help to make arrangements and explain how to receive payment.

Alternative Service: If assistance cannot be provided right away, the Roadside Assistance advisor may give permission to get local emergency road service. You will receive payment, up to $100, after sending the original receipt to Roadside Assistance. Mechanical failures may be covered, however any cost for parts and labor for repairs not covered by the warranty are the owner responsibility.

Scheduling Service Appointments

When the vehicle requires warranty service, contact your dealer and request an appointment. By scheduling a service appointment and advising the service consultant of your transportation needs, your dealer can help minimize your inconvenience.

If the vehicle cannot be scheduled into the service department immediately, keep driving it until it can be scheduled for service, unless, of course, the problem is safety related. If it is, please call your dealership, let them know this, and ask for instructions.

If your dealer requests you to bring the vehicle for service, you are urged to do so as early in the work day as possible to allow for same-day repair.

Courtesy Transportation Program

To enhance your ownership experience, we and our participating dealers are proud to offer Courtesy Transportation, a customer support program for vehicles with the Bumper-to-Bumper (Base Warranty Coverage period in Canada), extended powertrain, and/or hybrid-specific warranties in both the U.S. and Canada.

Several Courtesy Transportation options are available to assist in reducing inconvenience when warranty repairs are required.

Courtesy Transportation is not a part of the New Vehicle Limited Warranty. A separate manual entitled “Limited Warranty and Owner Assistance Information” furnished with each new vehicle provides detailed warranty coverage information.

Transportation Options

Warranty service can generally be completed while you wait. However, if you are unable to do so, your dealer may offer the following transportation options:

Shuttle Service

This includes one-way or round-trip shuttle service within reasonable time and distance parameters of your dealer's area.

Public Transportation or Fuel Reimbursement

If overnight warranty repairs are needed, and public transportation is used, the expense must be supported by original receipts and within the maximum amount allowed by GM. If U.S. customers arrange their own transportation, limited reimbursement for reasonable fuel expenses may be available. Claim amounts should reflect actual costs and be supported by original receipts. See your dealer for information.

Courtesy Rental Vehicle

For an overnight warranty repair, the dealer may provide an available courtesy rental vehicle or provide for reimbursement of a rental vehicle. Reimbursement is limited and must be supported by original receipts as well as a signed and completed rental agreement and meet state/provincial, local, and rental vehicle provider requirements.

Requirements vary and may include minimum age requirements, insurance coverage, credit card, etc. Additional fees such as fuel, rental vehicle insurance, taxes, levies, usage fees, excessive mileage, or rental usage beyond the completion of the repair are also your responsibility.

It may not be possible to provide a like vehicle as a courtesy rental.

Additional Program Information

All program options, such as shuttle service, may not be available at every dealer. Contact your dealer for specific availability.

General Motors reserves the right to unilaterally modify, change,  or discontinue Courtesy Transportation at any time and to resolve all questions of claim eligibility pursuant to the terms and conditions described herein at its sole discretion.

Collision Damage Repair

If the vehicle is involved in a collision and it is damaged, have the damage repaired by a qualified technician using the proper equipment and quality replacement parts. Poorly performed collision repairs diminish the vehicle resale value, and safety performance can be compromised in subsequent collisions.

Collision Parts

Genuine GM Collision parts are new parts made with the same materials and construction methods as the parts with which the vehicle was originally built. Genuine GM Collision parts are the best choice to ensure that the vehicle's designed appearance, durability, and safety are preserved. The use of Genuine GM parts can help maintain the GM New Vehicle Limited Warranty.

Recycled original equipment parts may also be used for repair. These parts are typically removed from vehicles that were total losses in prior crashes. In most cases, the parts being recycled are from undamaged sections of the vehicle. A recycled original equipment GM part may be an acceptable choice to maintain the vehicle's originally designed appearance and safety performance; however, the history of these parts is not known. Such parts are not covered by the GM New Vehicle Limited Warranty, and any related failures are not covered by that warranty.

Aftermarket collision parts are also available. These are made by companies other than GM and may not have been tested for the vehicle. As a result, these parts may fit poorly, exhibit premature durability/corrosion problems, and may not perform properly in subsequent collisions. Aftermarket parts are not covered by the GM New Vehicle Limited Warranty, and any vehicle failure related to such parts is not covered by that warranty.

Repair Facility

GM also recommends that you choose a collision repair facility that meets your needs before you ever need collision repairs. Your dealer may have a collision repair center with GM-trained technicians and state-of-the-art equipment, or be able to recommend a collision repair center that has GM-trained technicians and comparable equipment.

Insuring the Vehicle

Protect your investment in the GM vehicle with comprehensive and collision insurance coverage. There are significant differences in the quality of coverage afforded by various insurance policy terms. Many insurance policies provide reduced protection to the GM vehicle by limiting compensation for damage repairs through the use of aftermarket collision parts. Some insurance companies will not specify aftermarket collision parts. When purchasing insurance, we recommend that you ensure that the vehicle will be repaired with GM original equipment collision parts. If such insurance coverage is not available from your current insurance carrier, consider switching to another insurance carrier.

If the vehicle is leased, the leasing company may require you to have insurance that ensures repairs with Genuine GM Original Equipment Manufacturer (OEM) parts or Genuine Manufacturer replacement parts. Read the lease carefully, as you may be charged at the end of the lease for poor quality repairs.

If a Crash Occurs

If there has been an injury, call emergency services for help. Do not leave the scene of a crash until all matters have been taken care of. Move the vehicle only if its position puts you in danger, or you are instructed to move it by a police officer.

Give only the necessary information to police and other parties involved in the crash.

For emergency towing see Roadside Assistance Program.

Gather the following information:

• Driver name, address, and telephone number
• Driver license number
• Owner name, address, and telephone number
• Vehicle license plate number
• Vehicle make, model, and model year
• Vehicle Identification Number (VIN)
• Insurance company and policy number
• General description of the damage to the other vehicle

Choose a reputable repair facility that uses quality replacement parts. See “Collision Parts” earlier in this section.

If the airbag has inflated, see What Will You See after an Airbag Inflates?

Managing the Vehicle Damage Repair Process

In the event that the vehicle requires damage repairs, GM recommends that you take an active role in its repair. If you have a pre-determined repair facility of choice, take the vehicle there, or have it towed there. Specify to the facility that any required replacement collision parts be original equipment parts, either new Genuine GM parts or recycled original GM parts. Remember, recycled parts will not be covered by the GM vehicle warranty.

Insurance pays the bill for the repair, but you must live with the repair. Depending on your policy limits, your insurance company may initially value the repair using aftermarket parts. Discuss this with the repair professional, and insist on Genuine GM parts. Remember, if the vehicle is leased, you may be obligated to have the vehicle repaired with Genuine GM parts, even if your insurance coverage does not pay the full cost.

If another party's insurance company is paying for the repairs, you are not obligated to accept a repair valuation based on that insurance company's collision policy repair limits, as you have no contractual limits with that company. In such cases, you can have control of the repair and parts choices as long as the cost stays within reasonable limits.

Publication Ordering Information

Service Manuals

Service manuals have the diagnosis and repair information on the engine, transmission, axle, suspension, brakes, electrical system, steering system, body, etc.

Customer Literature

Owner’s manuals are written specifically for owners and are intended to provide basic operational information about the vehicle. The owner’s manual includes the Maintenance Schedule for all models.

Customer literature publications available for purchase include owner’s manuals, warranty manuals, infotainment manuals, and portfolios. Portfolios include an owner’s manual, warranty manual, infotainment manual, if applicable, and zip lock bag or pouch.

Current and Past Models

Service manuals and customer literature are available for many current and past model year GM vehicles.

To order, call 1-800-551-4123 Monday–Friday, 8:00 a.m.–6:00 p.m. eastern time

For credit card orders only (VISA, MasterCard, or Discover), see Helm, Inc. at: www.helminc.com.

To order by mail, write to:

Helm, Incorporated

Attention: Customer Service

47911 Halyard Drive

Plymouth, MI 48170

Make checks payable in U.S. funds.

Radio Frequency Statement

This vehicle has systems that operate on a radio frequency that complies with Part 15/Part 18 of the Federal Communications Commission (FCC) rules and with Innovation, Science and Economic Development (ISED) Canada's RSP-100 / ICES-GEN.

Operation is subject to the following two conditions:

1. The device may not cause harmful interference.
2. The device must accept any interference received, including interference that may cause undesired operation of the device.

Changes or modifications to any of these systems by other than an authorized service facility could void authorization to use this equipment.

• Reporting Safety Defects
1. Reporting Safety Defects to the United States Government
2. Reporting Safety Defects to the Canadian Government
3. Reporting Safety Defects to General Motors
• Vehicle Data Recording and Privacy
1. Vehicle Data Recording and Privacy
2. Cybersecurity
3. Event Data Recorders
4. OnStar
5. Infotainment System