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GM STATEMENT -- CUSTOMER SATISFACTION POLICY ON VEHICLE PAINT

 DETROIT, Jan. 15 /PRNewswire/ -- Following is the statement that General Motors (NYSE: GM) has been using in response to queries concerning its customer satisfaction policy on vehicle paint problems:
 General Motors customer satisfaction process is intended to ensure that customers receive fair and equitable treatment when they bring their vehicles to dealerships for service. We are aware that some owners may experience problems with exterior paint resulting from variations in process and material specifications. The environment, and owner care and maintenance, also are factors in the appearance and durability of exterior finishes. General Motors and its dealer organization nationwide is prepared to address consumer needs on an individual basis.
 If customers experience a paint problem that they believe is the result of the manufacturing process, the customer should contact the dealer even if the warranty has expired. The dealer will assess each case on its own merits within the context of a mutual, overriding concern for customer care and in appropriate circumstances repair the condition at no cost to the owner. Our two-step customer satisfaction procedure in the Owners Manual encourages customers to bring their concerns to our dealers.
 To achieve high levels of customer satisfaction with the ownership experience, General Motors dealers are empowered to perform repairs without contacting their factory representatives. For paint concerns, all dealers may authorize repairs for vehicles up to six years old, without regard to mileage.
 -0- 1/15/93
 /CONTACT: J.V. Dinan Jr., GM News Relations, 313-986-5719/
 (GM)


CO: General Motors Corporation ST: Michigan IN: AUT SU:

SM -- DE001 -- 5246 01/15/93 09:32 EST
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Publication:PR Newswire
Date:Jan 15, 1993
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