Get Customer Information -> Customer Information Guide for Chevrolet Silverado 1500 Light Truck 2023

430

Customer Information

Vehicle Data Recording and Privacy

Customer Information

Vehicle Data Recording and Privacy . . . 439

Cybersecurity . . . . . . . . . . . . . . . . . . . . . . . . . 439

Event Data Recorders . . . . . . . . . . . . . . . . . 440

OnStar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440

Infotainment System . . . . . . . . . . . . . . . . . 440

Customer Satisfaction Procedure

Customer Information

Customer Satisfaction Procedure . . . . . . 430

Customer Assistance Offices . . . . . . . . . . . 432

Customer Assistance for Text Telephone

(TTY) Users . . . . . . . . . . . . . . . . . . . . . . . . . . 432

Online Account . . . . . . . . . . . . . . . . . . . . . . . . 432

GM Mobility Reimbursement

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:

Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433

Roadside Assistance Program . . . . . . . . . . 433

Scheduling Service Appointments . . . . . 434

Courtesy Transportation Program . . . . . 435

Collision Damage Repair . . . . . . . . . . . . . . . 436

Publication Ordering Information . . . . . . 437

Radio Frequency Statement . . . . . . . . . . . 438

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.

Reporting Safety Defects

Reporting Safety Defects to the United

States Government . . . . . . . . . . . . . . . . . . 438

Reporting Safety Defects to the

Canadian Government . . . . . . . . . . . . . . . 438

Reporting Safety Defects to General

Motors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439

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).

Customer Information

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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:

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.

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.

.

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.

You may contact the BBB AUTO LINE

Program using the toll-free telephone

number or write them at the following

address:

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.

BBB AUTO LINE a Division of

BBB National Programs, Inc.

1676 International Drive

Suite 550

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.

McLean, VA 22102

Telephone: 1-800-955-5100

www.bbbautoline.org

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),

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.

The BBB AUTO LINE Program is an

out-of-court program administered by BBB

National Programs, Inc. to settle automotive

1-800-263-7854 (French), or write to:

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Customer Information

The Mediation/Arbitration Program

c/o Customer Care Centre

General Motors of Canada Company

500 Wentworth Street W

Canada

Online Account

Customer Care Centre

Create a Chevrolet Account (U.S.) at

chevrolet.com

General Motors of Canada Company

500 Wentworth Street W

Oshawa, ON L1J 0C5

Learn more about your vehicle features,

shop for and manage your connected

services and OnStar plans, and access

diagnostic information specific to your

vehicle.

Your inquiry should be accompanied by the

Vehicle Identification Number (VIN).

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

Customer Assistance Offices

Chevrolet is committed to assisting

customers. Visit us online at

www.chevrolet.com/support (U.S.) or

www.my.chevrolet.ca (Canada) to chat with

us or find answers to commonly asked

questions, tips, vehicle how-to instructions,

and available support.

Membership Benefits

E : Download owner’s manuals and view

vehicle-specific how-to videos.

Overseas

Please contact the local General Motors

Business Unit.

G : View maintenance schedules, alerts, and

Vehicle Diagnostic Information. Schedule

service appointments.

Customer Assistance for Text

Telephone (TTY) Users

To assist customers who are deaf, hard of

hearing, or speech-impaired and/or who use

Text Telephones (TTYs), Chevrolet is able to

assist. Please dial the national 711 relay

service and contact 1-800-833-2438. TTY users

in Canada can dial 1-800-263-3830.

Need more help? Use the phone numbers or

mailing addresses below for additional

assistance.

I : View service records from your

dealership and add your own.

D : Select a preferred dealer and view

locations, maps, phone numbers, and hours.

United States and Puerto Rico

Chevrolet Motor Division

Chevrolet Customer Assistance Center

P.O. Box 33170

r : Track your vehicle’s warranty

information.

Detroit, MI 48232-5170

J : View active recalls by Vehicle

Identification Number (VIN). See Vehicle

Identification Number (VIN) 0 425.

1-800-222-1020

TTY: Dial 711 relay service and contact

1-800-833-2438

Roadside Assistance: 1-800-243-8872

Customer Information

433

.

Telephone number of your location

Location of the vehicle

Model, year, color, and license plate

number of the vehicle

Odometer reading and Vehicle

Identification Number (VIN)

Description of the problem

adaptive equipment required for the vehicle,

such as hand controls or a wheelchair/

scooter lift for the vehicle.

H : Manage your profile and payment

information. View your GM Rewards Card

earnings and My Chevrolet Rewards points.

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, please dial the

national 711 relay service and contact

1-800-323-9935.

F : Chat with online help representatives.

.

Visit chevrolet.com and create an account

today.

Chevrolet Owner Centre (Canada)

mychevrolet.ca

Coverage

Services are provided for the duration of the

vehicle’s powertrain warranty.

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.

Visit the Chevrolet Owner Centre at

mychevrolet.ca (English) or my.chevrolet.ca

(French) to access similar benefits to the

U.S. site.

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 Program

For U.S.-purchased vehicles, call

1-800-243-8872. (Text Telephone (TTY):

1-888-889-2438.)

GM Mobility Reimbursement

Program

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.

For Canadian-purchased vehicles, call

1-800-268-6800.

Service is available 24 hours a day, 365 days

a year.

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.

Calling for Assistance

This program is available to qualified

applicants for cost reimbursement, up to

certain limits, of eligible aftermarket

When calling Roadside Assistance, have the

following information ready:

.

Your name, home address, and home

telephone number

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Customer Information

.

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.

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 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.

Services Not Included in Roadside

Assistance

Impound towing caused by violation of

any laws

.

Legal fines

.

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

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.

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.

Services Specific to Canadian-Purchased

Vehicles

Fuel Delivery: Reimbursement is up to

7 liters. Diesel fuel delivery may be

restricted. Propane and other fuels are

not provided through this service.

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

.

Lock-Out Service: Vehicle registration is

required.

warranty event, incidental expenses may

Customer Information

435

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.

Owner Assistance Information” produced for

new vehicles provides detailed warranty

coverage 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,

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:

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.

Shuttle Service

This includes one-way or round-trip shuttle

service within reasonable time and distance

parameters of your dealer's area.

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), Federal Emission,

Public Transportation or Fuel Reimbursement

or rental usage beyond the completion of

the repair are also your responsibility.

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.

It may not be possible to provide a like

vehicle as a courtesy rental.

Additional Program Information

Extended Powertrain or Electric specific

warranties in both the U.S. and Canada.

All program options, such as shuttle service,

may not be available at every dealer.

Contact your dealer for specific availability.

Several Courtesy Transportation options are

available to assist in reducing inconvenience

when warranty repairs are required.

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.

Courtesy Transportation is not a part of the

New Vehicle Limited Warranty. A separate

manual entitled “Limited Warranty and

436

Customer Information

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.

Insuring the Vehicle

Collision Damage Repair

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 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.

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.

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.

Repair Facility

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.

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.

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

Customer Information

437

Choose a reputable repair facility that uses

quality replacement parts. See “Collision

Parts” earlier in this section.

vehicle repaired with Genuine GM parts,

even if your insurance coverage does not

pay the full cost.

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.

If the airbag has inflated, see What Will You

See after an Airbag Inflates? 0 63.

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.

Managing the Vehicle Damage Repair

Process

Give only the necessary information to

police and other parties involved in the

crash.

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.

For emergency towing see Roadside

Assistance Program 0 433.

Publication Ordering Information

Gather the following information:

.

Service Manuals

Driver name, address, and telephone

number

Service manuals have the diagnosis and

repair information on the engine/propulsion,

transmission, axle, suspension, brakes,

electrical system, steering system, body, etc.

.

Driver license number

Owner name, address, and telephone

number

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 license plate number

Customer Literature

Vehicle make, model, and model year

Vehicle Identification Number (VIN)

Insurance company and policy number

General description of the damage to the

other vehicle

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.

438

Customer Information

Customer literature publications available for

purchase include owner’s manuals, warranty

manuals, and portfolios. Portfolios include an

owner’s manual, warranty manual,

Science and Economic Development (ISED)

Canada's license-exempt RSS(s) / RSP-100 /

ICES-GEN.

If NHTSA receives similar complaints, it

may open an investigation, and if it

finds that a safety defect exists in a

group of vehicles, it may order a recall

and remedy campaign. However, NHTSA

cannot become involved in individual

problems between you, your dealer,

or General Motors.

Operation is subject to the following two

conditions:

if applicable, and zip lock bag or pouch.

Current and Past Models

1. The device may not cause harmful

interference.

Service manuals and customer literature are

available for many GM vehicles.

2. The device must accept any interference

received, including interference that may

cause undesired operation of the device.

To contact NHTSA, you may call the

Vehicle Safety Hotline toll-free at

1-888-327-4236 (TTY: 1-800-424-9153); go

to https://www.safercar.gov; or write to:

To check availability and to order, call

1-800-551-4123 Monday–Friday, 8:00 a.m.–

6:00 p.m. Eastern Time

Changes or modifications to any of these

systems by other than an authorized service

facility could void authorization to use this

equipment.

For credit card orders only (VISA,

MasterCard, or Discover), see Helm, Inc. at:

www.helminc.com.

Administrator, NHTSA

1200 New Jersey Avenue, S.E.

Washington, D.C. 20590

To order by mail, write to:

Reporting Safety Defects

Helm, Incorporated

Attention: Customer Service

47911 Halyard Drive

You can also obtain other information

about motor vehicle safety from

https://www.safercar.gov.

Reporting Safety Defects to the

United States Government

Plymouth, MI 48170

If you believe that your vehicle has a

defect which could cause a crash or

could cause injury or death, you should

immediately inform the National

Highway Traffic Safety Administration

(NHTSA) in addition to notifying General

Motors.

Reporting Safety Defects to the

Canadian Government

If you live in Canada, and you believe

that the vehicle has a safety defect,

notify Transport Canada immediately,

Make checks payable in U.S. funds.

Radio Frequency Statement

This vehicle uses license-exempt transmitters

/ receivers / systems that operate on a

radio frequency that complies with Part 15/

Part 18 of the Federal Communications

Commission (FCC) rules and with Innovation,

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