Frequently Asked Questions

Many of the answers to the most commonly asked questions regarding GM Canada and its Web site can be found here.

If you're experiencing difficulties with any part of our Web site, or if you have a question about our products and/or services, the following features may help:

Q: Why do some parts of the Web site seem to not load, or be displayed properly on my screen?

A: The Web pages and functionality on gm.ca have been optimized to work with Microsoft Internet Explorer 5.5 or Netscape Navigator 6.2. The screen layout is optimized for 800X600 pixel resolution.

Q: When I click on "Build and Price" vehicle, a separate pop-up window launches, but nothing seems to happen. The pop-up window remains white. Why is that?

A : It may be that the "Build and Price" application did not launch properly. Simply close the new pop-up window, and try again. If the "Build and Price" still does not launch, it may be that you have your security settings set to "ad-block". Some firewalls and software packages, such as Norton Internet Security, block pop-up windows from opening. If your security program allows for customized settings, you may be able to modify these settings to allow non-script pop-up windows to open.

Q: I would like to seek employment with GM Canada. Where can I send my resume?

A : Refer to our Careers In Motion section for GM Canada career information: http://gm.ca/inm/gmcanada/english/about/Careers/careers.html

Q: How can I contact General Motors of Canada?

A : To e-mail GM Canada, simply click on the CONTACT link found on every gm.ca page .

You can also call our customer satisfaction line to inquire about any General Motors product or service. The toll-free numbers are as follows:

Product and Program questions :
1-800-GMDrive (English, Cantonese, Mandarin)
1-800-463-7483 (Français, Cantonais, Mandarin)

Customer Satisfaction Line:
1-800-263-3777 (English)
1-800-263-7854 (French)
1-800-263-3830 (TDD users)

You may also write to us at the following address:

General Motors of Canada
#163-005
1908 Colonel Sam Drive
Oshawa, Ontario, Canada
L1H 8P7

Q: Why do many functions on the Web site ask you to choose a dealer to proceed?

A : There are numerous reasons for this. First, retail offers of products and services vary depending on geographic region in order to fulfill the differing needs of consumers across the country. By choosing a preferred dealer, the gm.ca Web site can display the offers applicable to a Web visitor's area. In some cases, gm.ca may simply request a postal code to access information.

Also, General Motors of Canada believes that enabling contact through our franchised dealer network can maximize customer satisfaction. The process of buying and owning a new or used vehicle can be very complex. GM dealers have experience in ordering or locating new and used vehicles, facilitating financing, discussing options, servicing vehicles, merchandising quality accessories, and assisting automotive consumers to comply with all local laws and requirements involved with owning and operating a motor vehicle. While the gm.ca Web site will continue to add content and applications to assist automotive consumers, involving our franchised distribution network will maximize consumer satisfaction.

Q: How can I locate my closest GM dealer?

A : To locate your closest GM Canada dealer, simply click on the Find dealer link on the top of the gm.ca Web site page. Searching for a dealer can be performed in three ways:

• by postal code,
• by city/town within a province, and
• by a preferred dealer name.

Simply input information, and select "Search" to submit the request. In addition, searches may also be made by brand. For example, if you are looking for a dealer franchised for Pontiac, simply input the postal code or city/ town, select Pontiac from the brand list, and click "Search". The results displayed will be only those dealers franchised for Pontiac close to that postal code location. Also, if you are only looking for a Pontiac dealer who offers GM Goodwrench Service, complete the above screen and select Goodwrench Service from the brand list. The result will be only those dealers franchised for Pontiac who offer GM Goodwrench Service.

dealer Locator - Search by Postal Code:

Q: I submitted my postal code into the dealer search and didn't receive any dealers in my response. How does the postal code search work?

A : Generally, a postal code search is the most accurate method available. After entering a postal code in the input box, scroll down and click on "Search". Postal code searches list the closest 15 dealerships, sequenced by direct distance, up to a maximum 500 kilometre radius. If the result of a search equals zero, verify the postal code and resubmit. Failing that, the postal code may be fairly new and not in the database yet. Try searching by city/town or preferred dealer name. Example: If you are interested in a Chevrolet or Pontiac product, enter a postal code, select Chevrolet and Pontiac from the brand selector, scroll down and select "Search". This search will return the 15 closest dealers who sell either Chevrolet and/or Pontiac vehicles in your area.

dealer Locator - Search by City/ Town and Province:

Q: I am looking for a dealership in a certain city, but I'm not quite sure of the province. Can I still use this feature?

A : The search by city/ town and province will not work when the city/ town is used and the province is not known. This search requires entries for both the city/ town and the province. Try using different province values to locate your desired dealership.

dealer Locator - Search by Preferred dealer:

Q: Why would I want to search by preferred dealer?

A : When a local dealership is already known, and users are looking for specific information about their local dealership, then inputting the preferred dealerships name and selecting "Search" will return only that dealer. In addition, if the complete dealer's name is not known, inputting partial text will search for all occurrences of that criteria.

Q: How do I edit my personal profile?

A : Log into the My GM Canada.com password protected area and click on My Personal Profile at the left side of the page. Please be aware that editing this screen does not change your ownership information. If you have moved or have changed phone numbers or e-mail addresses since you have purchased your vehicle at a GM dealer, you should call 1-800-GMDrive with your new contact information.

Q: Where can I find information about fuel economy and ratings?

A: Natural Resources Canada Auto$mart's Web site is http://autosmart.nrcan.gc.ca. This site contains many useful tips on improving fuel consumption.

Q: Can my payment due date be changed to meet my pay period?

A : Yes, your due date can be changed at the time of purchase to accommodate your pay period. Please inquire at the dealership before taking delivery. A fee may apply.

Q: Can I make arrangements to defer a payment?

A : Yes, if for more than 30 days, certain conditions apply and a fee is charged. Contact the GMAC Customer Service Centre toll free at 1-800-616-4622.

Less than 30 days - Contact the GMAC Customer Service Centre toll free at 1-800-616-4622

Q: Can I change my due date after I have taken delivery?

A : Yes, however, a fee may apply. Please contact the GMAC Customer Service Centre toll free at 1-800-616-4622.

Q: How can I make my GMAC payment?

A : There are numerous ways to make a GMAC payment:

• Pre-Authorized Plan Payment
  A "VOID" cheque and an authorization form must be submitted (Credit Card or Line of Credit cheques cannot be submitted as a "VOID" )

• Telephone Banking / PC Banking
  GMAC is set up for Telephone and PC Banking with the following banks:
  TD-Canada Trust
  Royal Bank
  Nova Scotia
  CIBC
  Canada Trust Bank of Montreal

• Post-dated Cheques (maximum per mailing = 12 months)

• Mail
  Monthly to GMAC (do not include cash). A late penalty charge may apply if received after the due date. A payment coupon book can be issued upon request.

• GM Dealer
  By cheque only. A late penalty charge may apply if received after the due date

Q: Where can I mail my payment?

GMAC Payment Processing Centre
PO Box 5100 Station D
Etobicoke, ON
M8X 5H2

Q: Can I make my monthly payment by Visa?

A : GMAC is not an authorized agent with any credit card company, therefore, we cannot accept payments by Visa, MasterCard, American Express, etc. Credit card cheques can be used for payments/buyouts.

Q: How do I get set up with GMAC for PC or Telephone Banking?

A : Contact your banking institution for details.

Q: How many days do I need to stop a payment under the Pre-Authorized Payment Plan?

A : GMAC requires 48 business hours to stop or delay a pre-authorized payment.

Q: I'm on the Pre-Authorized Payment Plan, my payment was due yesterday, and I just found out that my payment was returned NSF by the bank. What should I do?

A : GMAC has arrangements with all banks to make a second attempt 2-3 days after the initial attempt.

Q: My due date is the 31 ^st . When will my payment be deducted when the month has 30 days or less?

A : Your payment is deducted on the last day of the month (i.e. February 28 ^th / 29 ^th , April 30 ^th ).

Q: Can I return my leased vehicle early without it affecting my credit rating?

A : Yes, please refer to Choice #2 listed on the reverse of your lease agreement for complete details.

Q: Can I return my leased vehicle to any GM Dealer at the end of my lease?

A : Yes, you can return your vehicle to any GM Dealer in Canada.

Q: How can I find out more about my lease-end options and excess wear and tear?

Q: Why am I having problems logging in to any of the password protected areas of gm.ca.

A: If you are having problems with the logon into My GM Canada, My Service Planner, GMAC Express Credit and other interactive services at gm.ca, your browser settings may not be correct. For My GM Canada to work properly, your browser must have 128-bit encryption (for security reasons), and cookies must be enabled so that we know you are logged in throughout your visit with us. These cookies, or tokens, are erased each time you leave the site.

To ensure that your browser has 128-bit encryption:

Internet Explorer - Select Help, and About Internet Explorer, and a window should appear indicating the cipher strength (it should read 128-bit).

Netscape - Select the lock icon in the lower left hand corner of your browser. Select Navigator, then select Configure SSLv2. Ensure that the boxes beside RC4 encryption with a 128-bit key and RC2 encryption with a 128-bit key are selected. If these boxes are not selected, do not select them. Please go to microsoft.com or netscape.com and download the encryption pack for your browser.

If you do not have 128-bit encryption or if you are still unsure whether you have 128-bit encryption, the latest version of either Internet Explorer or Netscape includes 128-bit encryption standard. It should be downloaded.

To ensure that your cookies are enabled:

If you have successfully logged in, but are repeatedly asked to log in again throughout your visit to gm.ca, it is likely that you have your cookies disabled. Please visit the help section of your browser to find instructions to enable your cookies. If cookies are enabled, try using CTRL-Restore and make sure that your time & time zone are set properly.

If you are accessing the Internet from work, please be aware that some corporate firewalls do not allow access to all sites.

If you're experiencing minor difficulties when printing information from gm.ca, please take a look at these helpful hints:

Q: When printing from gm.ca, I notice that background photographs do not print. Why is that?

A: Your browser may not have the "Background Printing" function turned on. To turn it on you can:

Internet Explorer 5

• click "Tools"
• click "Internet Option" on the pop-up menu
• click "Advanced"
• under "Printing", click "Print Background Colors and Images"
• then click "Apply" to finish

Netscape Navigator

• click "Page Setup" from the File Menu
• click ""Print Backgrounds"
• then click "OK" to finish

Q: Sometimes when I print a page, only half of it prints or it comes out on two pieces of paper. Can I fix it so that it fits on one piece of paper?

A: What you need to do is change the orientation of what you're printing. Here's how it's done:

Internet Explorer 5

• click "Page Setup" from the File Menu and change the orientation from "Portrait" to "Landscape"
• click "OK" to finish

Netscape Navigator

• click "Print" from the File Menu, click "Properties" and then change the orientation from "Portrait" to "Landscape"
• click "OK" to finish

Q: What is GM Canada's privacy policy?

Q: How can I order a replacement owner's manual for my GM vehicle?

A : Replacement owner's manuals can be purchased from Helm Corporation at 1-800-782-4356.