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EnglishCustomer Information -> Customer Information for your Chevrolet Silverado 1500 2018-2025
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Customer Information
Vehicle Data Recording and Privacy
Customer Information
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.
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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.
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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
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
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
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
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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,
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.
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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
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:
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Your name, home address, and home
telephone number
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Customer Information
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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
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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
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Legal fines
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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.
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Battery Jump Start: Service to jump start
a dead battery.
Trip Interruption Benefits and Assistance:
If your trip is interrupted due to a
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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
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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:
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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.
.
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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
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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.
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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 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:
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
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,
