Buick Enclave: Customer Satisfaction Procedure (Mexico). Customer Assistance Offices (U.S. and Canada). Customer Assistance Offices (Mexico)

Customer Satisfaction Procedure (Mexico)

Did you get the Warranty Extension Plan? This plan is recommended by General Motors as additional protection that can supplement the warranty included with the purchase of a new vehicle. It may help provide extra confidence for owners who plan to keep the vehicle for a longer period, drive frequently, or want added support for future ownership costs.

See your dealer for complete details, available coverage, eligibility, limitations, and how the plan applies to your specific vehicle. A dealer representative can explain what is included, what is excluded, and how the plan may support long-term Buick Enclave ownership.

Customer Assistance Procedure

Owner satisfaction and goodwill are very important to your dealer and to General Motors. A good ownership experience depends not only on the vehicle itself, but also on clear communication, fair service handling, accurate information, and timely support when a question or concern appears.

Normally, any problem related to the transaction, sale, delivery, service visit, repair recommendation, or use of the vehicle should first be handled by your dealer’s sales or service departments. The dealership has direct access to the vehicle, the service history, the purchase documents, and the personnel who were involved in the original discussion or repair.

However, even when everyone is acting in good faith, a misunderstanding can occur. A concern may involve incomplete information, unclear expectations, a repeat symptom, a disagreement about service results, or a question that requires additional review. If your concern has not been handled to your satisfaction through the usual dealership process, the following steps are recommended.

STEP ONE

Explain your case to your dealer service agent, service manager, dealer sales agent, or sales manager, depending on the nature of the concern. Try to describe the issue clearly and provide the facts in the order they happened. Include dates, mileage, service visits, warning messages, symptoms, repair orders, and any previous conversations that may help the dealership understand the situation.

Make sure they have all necessary information. The more complete your explanation is, the easier it is for the dealer to review the matter and suggest a practical solution. Dealership personnel are interested in your continued satisfaction and will usually be able to resolve most concerns at this first level.

STEP TWO

If you are not satisfied after speaking with the appropriate sales or service contact, please contact the general manager or the dealership owner and ask for their assistance. A manager or owner can review the concern from a broader perspective, check previous decisions, speak with the departments involved, and determine whether another inspection, explanation, repair review, or customer support action is appropriate.

If they are not able to resolve your case, ask them to contact the appropriate people at General Motors for support, if needed. This allows the dealership and General Motors to review the concern together and consider the available options based on the vehicle information, service history, and the details you provide.

STEP THREE

If your case is not resolved in a reasonable amount of time by your dealer, please call the General Motors Customer Assistance Center (CAC). Before calling, gather all key information so the representative can review the concern without unnecessary delays. For a Buick Enclave concern, accurate vehicle details and a clear description of the issue can help the assistance process move more smoothly.

Provide the following information:

It is also helpful to keep repair orders, receipts, inspection notes, photographs, written estimates, and previous case numbers nearby when contacting customer assistance. These details can help explain what has already been reviewed and what still needs to be resolved.

See Customer Assistance Offices (U.S. and Canada)  or Customer Assistance Offices (Mexico)  for more information about contact options, phone numbers, mailing addresses, and regional support.

Customer Assistance Offices (U.S. and Canada)

Buick encourages customers to call the toll-free number for assistance whenever they need help with an ownership concern, service question, warranty matter, dealer communication issue, or vehicle-related inquiry. Calling first can often provide faster direction because a Customer Assistance representative can ask follow-up questions and guide the owner to the proper resource.

However, if a customer wishes to write or e-mail Buick, the message should be clear, complete, and addressed to the appropriate office. Written communication should include the owner’s contact information, the Vehicle Identification Number, current mileage, dealership name, service history related to the concern, and a concise explanation of the requested assistance.

United States

Buick Customer Assistance Center
P.O. Box 33136
Detroit, MI 48232-5136
www.Buick.com

1-800-521-7300
1-800-832-8425 (For Text
Telephone devices (TTYs))
Roadside Assistance:
1-800-252-1112

From Puerto Rico:

1-800-496-9992 (English)
1-800-496-9993 (Spanish)

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

Canada

General Motors of Canada Limited
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

All Overseas Locations

Please contact the local General Motors Business Unit. Local offices are generally best prepared to explain regional procedures, available services, market-specific policies, language support, and dealer network information.

Mexico, Central America and Caribbean Islands/Countries (Except Puerto Rico and U.S. Virgin Islands)

General Motors de Mexico, S. de R.L. de C.V.
Customer Assistance Center
Av. Ejercito Nacional #843 Col. Granada
C.P. 11520, Mexico, D.F.

01-800-466-0818
Long Distance: 011-52-53 29 0818

When contacting a Customer Assistance Office, prepare the details before making the call or writing the message. Information such as VIN, delivery date, present mileage, dealer name, and a short timeline of the concern can make the conversation more productive and reduce the need for repeated follow-up.

Customer Assistance Offices (Mexico)

To contact the Customer Assistance Center (CAC), use the phone numbers listed in this section. These contacts are intended to help owners receive guidance for vehicle questions, dealer concerns, service matters, warranty-related inquiries, and other ownership support needs.

Customer assistance is available Monday through Friday, 08:00 to 20:00 hours, and Saturdays from 08:00 to 15:00 hours. Calling during these hours helps ensure that a representative can review the information and direct the inquiry to the proper support channel.

All e-mail inquiries to the Customer Assistance Center (CAC) should be sent to: cac.buick@gm.com. When sending an e-mail, include the owner’s full name, phone number, location, model year, brand, VIN, current mileage, dealership name, and a clear description of the concern. If the message is about a Buick Enclave service issue, include the dates of previous service visits and any repair order numbers that may apply.

Mexico

From Mexico City

5329-0818

From Other Mexico Locations

01-800-466-0818

United States and Canada

1-800-521-7300

Costa Rica

00-800-052-1005

Guatemala

1-800-999-5252

Panama

00-800-052-0001

Dominican Republic

1-888-751-5301

El Salvador

800-6273

Honduras

800-0122-6101

Before contacting the CAC, it is useful to write down the main points of the concern. A clear summary helps the representative understand whether the issue is related to sales, service, warranty, parts, roadside assistance, or dealership communication. Keep copies of any documents sent, and note the date and time of each conversation for your records.