Summarized Instructions

ATTACHMENT A

SUMMARIZED REFERENCE INSTRUCTIONS FOR 1994 MONEYBACK GUARANTEE PROGRAM

The following is a summarized procedure for completing the necessary documentation relating to the Moneyback Guarantee Program. This page should be copied and provided to all personnel involved in processing vehicle deliveries and returns so the Moneyback Guarantee Program can be administered effectively by Retailers and Saturn.

Procedures

Vehicle Sales Process (all vehicles):

1. Complete the Moneyback Guarantee Sales Transaction Form at the time of original sales transaction and ensure the purchaser or lessee of the vehicle signs the form. (Include vehicles not eligible under the Program so that the customer has a documentation as to why the vehicle is ineligible.)

2. Ensure that the vehicle has been reported delivered. If a customer subsequently seeks to return a Saturn, the vehicle cannot be verified as eligible for the Moneyback Guarantee Program unless it has been reported delivered.

Vehicle Return Process:

1. Verify that the delivery has been reported.

2. Contact the Saturn Assistance Center (1-800-828-2112 prompt 6) to verify owner/vehicle eligibility.

3. Verify the availability of all necessary documentation.

4. Inspect the vehicle for damage or excessive wear and tear.

5. Complete the Vehicle Return Worksheet and then create a Customer Service Order (CSO) for your Moneyback claim. After you put the CSO # on the worksheet, fax a copy of page two (yellow sheet) to Saturn Retail Reimbursement Administration (615-486-7970). This must be done prior to reviewing the Worksheet with the customer.

The Retail Reimbursement Team will review the Worksheet and contact the retail facility to verify that all information, including the refund, is correct. The final details of completing the Worksheet will be reviewed and disposition of the vehicle will be verified during this contact. For questions regarding Moneyback Guarantee reimbursement contact (1-800-828-2112), prompt 7, then prompt 2, then prompt 1.

6. Submit a CSO to Saturn through SERVICELINE to receive the Retailer Credit.