How To Deal With Warranty Problems; Steps To Take - SMART fortwo coupe 2011 Warranty

>>smart USA Warranty
>7. How to Deal with Warranty Problems
7.1

Steps to Take

A. In General
Normally, warranty problems can be resolved by your smart center's sales or
service departments . That's why you should always talk to your smart center's
service manager or sales manager first . But if you're not satisfied with your smart
center's response to your problem, smart USA recommends that you do
the following:
Step 1: Discuss your problem with the owner or general manager of the
smart center .
Step 2: If your smart center still can't resolve the problem, contact smart USA .
You'll find the contact information in Section 7 .2 .
B. What smart USA Will Do
Once you have followed the two steps described in Section 7 .1(A), a smart USA
representative will review your situation . If it is something that smart USA can
help you with, smart USA will provide your smart center with all the information
and assistance necessary to resolve the problem . Even if smart USA can't help
you, smart USA will acknowledge your contact and explain smart USA position .
C. The Better Business Bureau (BBB) Mediation/Arbitration Program
smart USA and your dealer are committed to customer satisfaction . Normally,
any concern you have with the operation of your vehicle can be resolved by your
dealer's sales or service departments . If you have concerns that are not resolved
to your satisfaction, smart USA recommends the following steps:
Step 1: Discuss your concern with a member of dealership management, the
General Manager, or the owner of the dealership .
Step 2: If resolution of your concern is not possible at the dealership level,
contact smart USA at the address in Section 7 .2 .
Step 3: If satisfaction is still not obtained, smart USA is a voluntary participant
in a no-charge mediation/arbitration program made available to you
through the Better Business Bureau (BBB) . The BBB can be contacted at the
following address below . Please note that arbitration through this program
is required prior to exercising rights or seeking remedies created by the
Magnuson-Moss Warranty Act and under some state Lemon Law statutes.
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