Monday May 27, 2002 Calgary, Alberta - Shell Canada would like to clarify reports on fuel system difficulties some customers have experienced and outline actions the company has taken to deal with this situation. Shell moved quickly to address customer reports of malfunctioning fuel gauges or fuel pump issues creating difficulties starting their engines. The problems have occurred in a narrow range and limited number of vehicles and may be related to trace deposits forming on fuel system components. Shell Canada's investigation indicated a combination of factors were present when customers experienced these difficulties, including Shell's proprietary gasoline additive package. As a precautionary measure, in March 2002, Shell Canada altered the fuel additive and initiated communication through Shell's retail network for affected customers. Most recent reports to Shell from customers and auto dealerships indicate these issues occurred primarily in the Alberta and Quebec regions. Recent tracking has been indicating the frequency of fuel system issues has subsided. A few customers have been reporting issues that appear to be mostly from the period prior to the additive being altered. Customers who have experienced fuel system issues described above are encouraged to contact Shell CUSTOMER SUPPORT CENTRE at 1-866-900-9100 or for general inquiries 1-800-661-1600. Shell has been reimbursing, and will continue to reimburse individual customer claims for related repair expenses. "To our affected customers, we extend our sincere apology for any inconvenience this problem may have caused. Shell Canada stands behind the quality of our products. All of our fuels meet or exceed Canadian standards as well as our own stringent internal specifications. We want to reassure our customers that our gasoline's are appropriate for use in all automobiles and driving conditions," said Terry Blaney, Vice President, Marketing, Shell Canada Limited. Media Inquiries: Jeff Mann
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