Owner Assistance

Your satisfaction is extremely important to both our dealers and the people at Saab. As a subsidiary of Saab Automobile AB (Sweden), we are responsible for the importation and distribution of Saabs in the United States. The purchase or lease of a Saab means a lot to us, and we expect that every Saab owner or lessee will be provided with courteous, competent and efficient service that will earn your confidence and loyalty.

Since the care you give your vehicle is vital to its operation, and good service is so important to your satisfaction, we encourage you to develop a good service relationship with your Saab dealer.

Assistance for Problem Resolution

Even with all our efforts and our adherence to stringent quality standards throughout the design, manufacture and distribution process, problems or misunderstandings can occur. Should a situation arise that is not handled to your satisfaction, we request you take the following measures.

First: Since all complaints and misunderstandings must ultimately be resolved at the dealership level, discuss your complaint with a representative of the dealership sales or service management staff. If not resolved to your complete satisfaction, ask to speak with a principal (owner) of the dealership.

Second: If the problem is still not resolved to your complete satisfaction, please call the Saab Customer Assistance Center using our toll-free number: 1-800-955-9007. The center is normally open weekdays from 8 a.m. to 8 p.m. Eastern time, except holidays.

You may write to Saab Cars USA, Inc., 4405-A International Boulevard, Norcross, GA 30093. Attention: Customer Assistance Center.

When contacting our office, the following information will be required to properly assist you:

1. Your name, address and a daytime telephone number.
2. Vehicle Identification Number (VIN) (17 digit number visible through the left lower corner of the windshield or on your registration).
3. Vehicle delivery date and present mileage.
4. The name of the selling dealer or servicing dealership (if different).
5. Nature and details of the problem you are experiencing.

Our Customer Assistance Representatives can provide you with advice, assistance and information as to how your problem can best be resolved.

Important: The laws of many states give consumers certain rights if the manufacturer or its authorized dealers are unable to repair defects or conditions which substantially impair the use, value and/or safety of a new vehicle after a certain number of attempts, or, where the vehicle is out of service by reason of such defects or conditions for a certain number of days during a specified period.

Notify the customer assistance center in writing of any claimed defect covered by these laws. Such direct notification to Saab is required in many states in order for you to benefit from these laws. Please refer to the Saab Consumer's Guide to see if your state requires specific direct notification to consumer.

Sometimes Saab offers a special adjustment program to pay all or part of the cost of certain repairs beyond the terms of the warranty. Check with your dealer to determine whether any adjustment program is applicable to your motor vehicle.

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 Cars USA, Inc.
4405-A International Boulevard
Norcross, GA 30093

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

Roadside Assistance

Saab has a strong commitment to customer satisfaction and has established the Saab Roadside Assistance Program. As the owner of a new Saab vehicle, you are automatically enrolled in the Program. This service is intended to provide you with peace of mind as you drive in the city or coast-to-coast throughout the 4 year/50,000 mile term of your New Car Limited Warranty.

24 Hour Roadside Assistance Number

Roadside Assistance is available 24 hours a day, 365 days a year. Our advisors have access to a nationwide network of recommended service providers. The following services are available to handle related emergencies.

If it is necessary to tow your disabled Saab, it will be taken to the nearest authorized Saab dealer, whenever possible. The cost of towing will be covered by Roadside Assistance if necessitated by a mechanical breakdown covered under the New Car Limited Warranty.

If your 2005 Saab is disabled due to a failure covered by the New Car Limited Warranty "Bumper-to-Bumper Coverage" and you are more than 100 miles from home, Saab will reimburse you for certain expenses in conjunction with the trip interruption. These expenses include only reasonable and customary daily cost for emergency lodging, meals, car rental or other transportation to your destination incurred within three days of the disablement. NOT to exceed $1000.

Calling for Assistance

For prompt assistance when calling, please have the following information available to give to the advisor:

While we hope that you never have the occasion to require roadside assistance, it is an added security while traveling for you and your family. Remember, we are only a phone call away.

Roadside Assistance: 1-800-852-9001

Travel Planning

The Saab Roadside Assistance Program also makes available a variety of trip planning information:

These items and more will be provided to you when you call 1-800-852-9001 and outline your intended trip.

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 COMPLETE VEHICLE COVERAGE period in the Saab 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

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’s complimentary for the duration of the COMPLETE VEHICLE COVERAGE period of your 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.

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 the North America, 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 COMPLETE VEHICLE COVERAGE period of the New Vehicle Warranty. The Roadside Assistance Centre reserves the right to limit services or reimbursements to an owner or driver when in the advisor’s judgement 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.