Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your Saab retailer and to General Motors. Normally, any questions or concerns regarding the sales transaction or the operation of your vehicle will be resolved by your retailer'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 your retailer's management team. Normally, concerns can be quickly resolved at that level. If the concern has already been reviewed with the Sales, Service, or Parts Manager, contact the owner of the retail facility or the General Manager.

STEP TWO - If after contacting a member of your retailer's management team, it appears your concern cannot be resolved at the retail facility without further help, contact the Saab Customer Communication Centre by calling 1-800-263-1999, between 7:30 a.m. to 11:30 p.m. Eastern Standard Time. A customer Communication Advisor will handle your call and assist in providing product and warranty information, nearest retailer locations, brochures, literature, and discuss any concerns you may have.

For prompt assistance, please have the following information available to give to the Customer Communication Advisor:

Customers are encouraged to call the toll-free number for assistance. However, if a customer wishes to write, the letter should be addressed to General Motors of Canada Limited, Saab Customer Communication Centre, 1908 Colonel Sam Drive, Oshawa, Ontario L1H 8P7.

Please bear in mind that your concern will likely be resolved in association with the Saab retailer, using the retailer's facilities, equipment and personnel. This is why we suggest you follow Step One first if you have a concern.

Customer Assistance for Text Telephone (TTY) Users

To assist customers who are deaf or hard of hearing and who use Text Telephones (TTYs), General Motors of Canada Limited has TTY equipment available at its Saab Customer Communication Centre in Oshawa, Ontario.

Any TTY user can communicate with the Saab Customer Communication Centre by dialing this toll-free number: 1-800-263-3830.

Courtesy Transportation

For warranty repairs during the Base Warranty Coverage period of the Saab New Vehicle Limited Warranty, interim transportation may be available under the Courtesy Transportation Program. Please consult your retailer for details.

Special Policy Adjustment Programs Beyond the Warranty Period

Saab is proud of the protection afforded by its warranty coverages. In order to achieve maximum customer satisfaction, there may be times when Saab Automobile, A.B. or General Motors of Canada Limited will establish a Special Policy Adjustment program to pay all or part of the cost of certain repairs not covered by the warranty or to reimburse certain repair expenses you may have incurred. From time to time, check with your Saab retailer or call the Saab Customer Communication Centre Toll Free "800" number to determine whether any Special Policy Adjustment program is applicable to your vehicle. When you make an inquiry, you will need to give the year, model and odometer reading of your vehicle and your Vehicle Identification Number (VIN).

Customer Assistance Office

When calling for assistance, ask for the Customer Communication Centre Advisor.

CANADA

Saab Customer Communication Centre
General Motors of Canada Limited
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gmcanada.com

1-800-263-1999

1-800-263-3830*;

*For use with Text Telephone devices (TTY).

Travel Assistance -- United States

Should you require assistance when touring in the United States, please call the Saab Assistance Centre at 1-800-955-9007.

Saab Roadside 24-Hour Assistance

Now that you’re the owner of a new General Motors vehicle, you also have membership in Saab’s round-the-clock, year-round Roadside Assistance Program. It’s one of the most comprehensive owner satisfaction programs in the industry -- an important added benefit of ownership. And it is in effect for the duration of the Base Warranty Coverage period of the Saab New Vehicle Limited Warranty. This section tells you how the Roadside Assistance Program works to make your ownership experience as pleasant as possible when you encounter one of life’s little surprises.

Roadside Assistance is not part of or included in the coverage provided by the Saab New Vehicle Limited Warranty. General Motors of Canada Limited reserves the right to make any changes or discontinue the Roadside Assistance program at any time without notification.

Even quality design and engineering can’t prevent you from occasional problems -- like getting snowed in or locked out, a flat tire or a dead battery. But with Roadside Assistance, if something happens, wherever you are in Canada or the United States, help is just one toll-free phone call away, 24 hours a day . Every single day of the year. Even on holidays.

One 24-hour Roadside Assistance Hotline is all you need to remember: 1-800-268-6800.

Calling the hotline will connect you with a trained Roadside Assistance Advisor at our 24-hour Roadside Assistance Centre.

Here is what your Advisor will need to know:

Having the correct information at hand will help us serve you promptly. Your Roadside Assistance Advisor can then determine the most appropriate assistance for your situation.

A call to Roadside Assistance will provide authorized service for emergency towing, lockout, flat tire change, jump start or emergency fuel. We cover the cost of the service call on a "signature and drive away" basis, however any cost for parts and labour for non-warranty repairs are the responsibility of the driver.

Emergency Towing Service

If your vehicle becomes disabled for any reason, including an accident, call Roadside Assistance.

Our 24-hour computerized national network will provide complimentary towing to the nearest Authorized Saab Retailer to a maximum of $100. If there is no authorized Saab Retailer within 50 kilometres, our Roadside Advisor may provide alternative arrangements. For security reasons, towing service will not be provided for unattended vehicles.

Lockout Service

If you’re locked out, Roadside Assistance will help get you back in your vehicle and back on the road. If you can’t gain access to or start your vehicle due to lost or broken key, or keys locked in the vehicle, Roadside Assistance will dispatch assistance or arrange to have your vehicle taken to the nearest authorized retail facility.

In all these situations maximum coverage is $100. An original receipt is required.

To ensure security , the driver must present the vehicle registration and personal ID before lockout service is provided.

Flat Tire Change

Flat tire? If you can supply an inflated spare in good condition. Roadside Assistance will send someone to change it for you.

Jump-Start Service

Dead battery? Whatever the reason, a call to Roadside Assistance ensures that someone is on hand to give a friendly boost.

Emergency Fuel Service

Miles from anywhere and out of gas? We’ll arrive with enough to get you on your way (approximately 10 litres). Both service and gas are complimentary. Service to provide diesel fuel may be restricted. For safety reasons, propane and other alternative fuels will not be provided through this service.

Alternate Service

The service call is on us, however if we cannot provide timely assistance (due to extreme weather conditions or some other reason), your advisor may authorize you to secure local emergency road service, and you will be reimbursed up to $100.00, upon submission of the original receipt to Roadside service.

Trip Routing Service

Upon request, Roadside Assistance will send you detailed, computer-personalized maps, highlighting your choice of either the most direct route or the most scenic route to your destination, anywhere in Canada and the United States, along with any helpful travel information we may have pertaining to your trip. To request this service, please call us toll-free at 1-800-268-6800. We’ll make every attempt to send your personalized trip routing as quickly as possible, but it’s best to allow three weeks before your planned departure date. Trip routing requests will be limited to six per calendar year.

Trip Interruption Benefits and Assistance

In the event of a warranty related vehicle disablement, while en route and over 250 kilometres from original point of departure, you may qualify for trip interruption expense assistance.

This assistance covers reasonable reimbursement of up to a maximum of $500.00 Canadian for (A) meals (maximum of $50/day), (B) lodging (maximum of $100/night) and (C) alternate ground transportation (maximum of $40/day). This benefit is to assist you with some of the unplanned expense you may incur while waiting for your vehicle to be repaired.

Pre-authorization, original detailed receipts and a copy of the repair order are required.

Once authorization has been given, your advisor will help you make any necessary arrangements and explain how to claim for trip interruption expense assistance.

Who is Covered?

Roadside Assistance coverage is for the vehicle operator, regardless of ownership*, and is in effect for the duration of the Base Warranty Coverage period of the Saab New Vehicle Limited Warranty. The Roadside Assistance Centre reserves the right to limit services or reimbursements to an owner or driver when in the advisor’s judgment the claims become excessive in frequency or type of occurrence.

Towing and Road Service Exclusions

Specifically excluded from Roadside Assistance coverage are towing or services for vehicles operated off-road, fines, impound towing caused by a violation of local, municipal, Provincial or Federal law, and mounting, dismounting or changing of snow tires, chains or other traction devices.

* Roadside Assistance coverage applies to Saab passenger vehicles sold in Canada. A person driving this vehicle without the consent of the owner is not eligible for coverage.

Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealer and to GM. 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 GM Customer Assistance Center . See below for the address and phone number. Provide them with:

When contacting the Customer Assistance Center, remember that your concern will likely be resolved at a dealer's facility, using the dealer's facilities, equipment, and personnel. That is why we suggest you follow Step One first if you have a concern.

STEP THREE: Both GM 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, you can file with the Better Business Bureau (BBB) Auto Line Program to enforce any additional rights you may have.

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. 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
Council of Better Business Bureaus, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203-1804
www.dr.bbb.org/goauto

Telephone: 1-800-955-5100

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

State Warranty Enforcement Laws

Laws in many states permit owners to obtain a replacement vehicle or a refund of the purchase price under certain circumstances. The provisions of these laws vary from state to state. To the extent allowed by state law, GM requires that you first provide us with written notification of any service difficulty you have experienced so that we have an opportunity to make any needed repairs before you are eligible for the remedies provided by these laws. Your written notification should be sent to the GM Customer Assistance Center.

Special Coverage Adjustment Programs Beyond the Warranty Period

General Motors Corporation is proud of the protection afforded by its warranty coverages. In order to achieve maximum customer satisfaction, there may be times when GM will establish a special coverage adjustment program to pay all or part of the cost of certain repairs not covered by the warranty. Check with your GM dealer or the nearest GM office to determine whether any special coverage adjustment program is applicable to your vehicle.

When you make an inquiry, you will need to give the year, model, and mileage of your vehicle and your Vehicle Identification Number (VIN).

GM Dealers

Alberic Colon Auto Sales, Inc.
Ave. John F. Kennedy Km. 2.6
Pueblo Viejo, Puerto Rico 00936

(787) 793-2222 Ext. 300

Caribbean Auto Mart
4004 Ana's Retreat
St. Thomas, USVI 00801

(340) 775-0600

Caribbean Auto Mart - St. Croix, Inc.
1-B Estate Glen
St. Croix, USVI 00850

(340) 778-0600

Benitez Buick/Pontiac/GMC/Chevrolet
Road No. 1 Km. 32.6
Bo. Bairoa, Caguas, Puerto Rico 00726

(787) 746-6262

Cabrera Hermanos, Inc.
Road No. 2 Km. 80
Hm 6, Arecibo, Puerto Rico 00614

(787) 880-8080

Losada Auto Truck, Inc.
Road No. 2 Km. 16.7
Bayamon, Puerto Rico 00621

(787) 785-9190

Royal Motors Corporation
65th Infantry Highway Km. 5.3
Rio Piedras, Puerto Rico 00929

(787) 750-6000

GM Customer Assistance Center

General Motors Customer Assistance Center
P.O. Box 33136
Detroit, MI 48232-5136

1-800-496-9992 (English) Puerto Rico

1-800-496-9993 (Spanish) Puerto Rico

1-800-496-9994 (English) U.S. Virgin Islands

Saab Customer Assistance Center

Customer Assistance Center
P.O. Box 33166
Detroit, MI 48232-5166

1-800-955-9007

Saab Dealer

Royal Motors Corp.
65th Infantry Hts. Highway
Rio Piedras, Puerto Rico 00924

(787) 750-6000

Roadside Assistance

General Motors is proud to offer the response, security, and convenience of the 24-hour Roadside Assistance Program for a period of 5 years or 100,000 miles/160,000 km, whichever comes first. For details, consult any authorized GM dealer.

The Roadside Assistance Centers can be reached by calling the corresponding numbers below:

Buick

1-800-252-1112

Cadillac

1-800-882-1112

Chevrolet

1-800-243-8872

Pontiac

1-800-762-3743

Saab

1-800-852-9001

Roadside Assistance is not part of or included in the coverage provided by the New Vehicle Limited Warranty. General Motors reserves the right to make any changes or discontinue the Roadside Assistance program at any time without notification.

GM Courtesy Transportation

If your vehicle requires warranty repairs during the 5 year/100,000 mile warranty coverage period, alternate transportation and/or reimbursement of certain transportation expenses are available under the Courtesy Transportation Program . Several transportation options are available. Consult your dealer or refer to the owner manual for details.

Courtesy Transportation is not part of or included in the coverage provided by the New Vehicle Limited Warranty. General Motors reserves the right to make any changes or discontinue the Courtesy Transportation program at any time without notification.

Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealer and to Saab. 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 Saab Customer Assistance Center by calling 1-800-955-9007. 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:

When contacting Saab, 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 Saab and your Saab 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 any additional rights you may have.

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. 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
Council of Better Business Bureaus, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203-1804

Telephone: 1-800-955-5100

www.dr.bbb.org/goauto

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

State Warranty Enforcement Laws

Laws in many states permit owners to obtain a replacement vehicle or a refund of the purchase price under certain circumstances. The provisions of these laws vary from state to state. To the extent allowed by sate law, Saab requires that you first provide us with written notification of any service difficulty you have experienced so that we have an opportunity to make any needed repairs before you are eligible for the remedies provided by these laws. Your written notification should be sent to the Saab Customer Assistance Center.

Warranty Information for California Only

California Civil Code Section 1793.2(d) requires that, if Saab or its representatives are unable to repair a new motor vehicle to conform to the vehicle's applicable express warranties after a reasonable number of attempts, Saab shall either replace the new motor vehicle or reimburse the buyer the amount paid or payable by the buyer. California Civil Code Section 1793.22(b) creates a presumption that Saab has had a reasonable number of attempts to conform the vehicle to its applicable express warranties if, within 18 months from delivery to the buyer or 18,000 miles on the vehicle's odometer, whichever occurs first, one or more of the following occurs:

NOTICE TO SAAB AS REQUIRED ABOVE SHALL BE SENT TO THE FOLLOWING ADDRESS:

Saab Customer Assistance Center
Saab Automobile U.S.A.
P.O. Box 33166
Detroit, MI 48232-5166
www.Saabusa.com

1-800-955-9007

1-800-833-2622 (For Text Telephone devices (TTYs))

Roadside Assistance: 1-800-852-9001

When you make an inquiry, you will need to give the year, model, and mileage of your vehicle and your VIN.

Customer Assistance Offices

Saab encourages customers to call the toll-free telephone number for assistance. However, if you wish to write or e-mail Saab, refer to the address below.

United States

Saab Customer Assistance Center
Saab Automobile U.S.A.
P.O. Box 33166
Detroit, MI 48232-5166
www.Saabusa.com

1-800-955-9007

1-800-833-2622 (For Text Telephone devices (TTYs))

Roadside Assistance:

1-800-852-9001

Canada

General Motors of Canada Limited
Customer Communication Centre, CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7

1-800-263-1999 (English and French)

1-800-268-3830 (For Text Telephone devices (TTYs))

Roadside Assistance: 1-800-268-6800

Assistance For Text Telephone (TTY) Users

To assist customers who are deaf or hard of hearing and who use Text Telephones (TTYs), Saab has TTY equipment available at its Customer Assistance Center.

The TTY for the Saab Customer Assistance Center is:

1-866-612-0380 in the United States

1-800-263-3830 in Canada

Saab Roadside Assistance

Saab is proud to offer the response, security, and convenience of Saab's 24-hour Roadside Assistance Program for a period of 4 years or 50,000 miles, whichever comes first. Consult your dealer or refer to the owner manual for details. The Saab Roadside Assistance Center can be reached by calling 1-800-852-9001.

Roadside Assistance is not part of or included in the coverage provided by the New Vehicle Limited Warranty. General Motors and General Motors of Canada Limited reserve the right to make any changes or discontinue the Roadside Assistance program at any time without notification.

Saab Courtesy Transportation

If your vehicle requires warranty repairs during the 4 years/50,000 mile warranty coverage period, alternate transportation and/or reimbursement of certain transportation expenses are available under the Courtesy Transportation Program. Several transportation options are available. Consult your dealer or refer to the owner manual for details.

Courtesy Transportation is not part of or included in the coverage provided by the New Vehicle Limited Warranty. General Motors and General Motors of Canada Limited reserve the right to make any changes or discontinue the Courtesy Transportation program at any time without notification.

Online Owner Center (U.S.) -- www.gmownercenter.com/saab

Information and services customized for your specific vehicle -- all in one convenient place.

Other Helpful Links:

Saab - www.saabusa.com

Saab Merchandise -- www.saabexpressions.com

Help Center -- www.saabusa.com/helpcenter

My GM Canada (Canada) -- www.gm.ca

My GM Canada is a password-protected section of www.gm.ca where you can save information on GM vehicles, get personalized offers, and use handy tools and forms with greater ease.

Here are a few of the valuable tools and services you will have access to:

To sign up, visit the My GM Canada section within www.gm.ca.