Forum Discussion
MyGMC Trailer Light Test
I’m going to reach out to my dealership today to see if they can offer any insights. Additionally, I’m hopeful that OnStar will respond to these posted messages. The trailering features in the app were / are key to successful, convenient, and safe trailering using my GMC 3500HD truck. If this turns out to be a deliberate OnStar / MyGMC decision to permanently remove the trailering features from the app, after these features being operational for over 6+ years, I’ll be canceling my OnStart account.
I’ll post again after I speak with the dealership.
Update: My dealership confirmed that this trailer light testing functionality was part of the MyGMC app and the features removal has nothing to do with the vehicle or its hardware. They gave me a GM customer number 800-462-8782 to call.
upon calling, I was once again routed to an OnStar agent. The agent was able to read me an app revision statement that said ‘they’ have simplified the app to improve the user experience and that the trailer light testing feature wasn’t coming back. With the agents assistance I was able to provide my feedback regarding this decision to remove this feature.
I am anticipating a 3 - 5 day wait period for the feedback to be reviewed and a response to be sent back to me via my email address.
I’ll update again after I receive my response. As I stated before, if the decision to remove this feature is final, then I’m going to simplify my user experience even further by cancelling my OnStar subscription and deleting the MyGMC app.
Our team here has documented your feedback regarding this matter. We do regret to hear of any continued transfers or miscommunications when speaking with our Advisors. Simplified architecture enables faster feature delivery of services and experience. We are always working to enhance our Members experience. As part of this release, some features are being deprecated to simplify the experience while ensuring the apps continue to evolve.
How does this simplify the experience? With the trailering features removed it makes the trailering less simplified. This is a very poor customer service move.
Helen,
Thank you for the response. I’ve a couple of final thoughts to share. First, I find it interesting that a company that brands itself with ’Safety’ removes a proven proactive safety diagnostic feature that trailer users have come to rely on and that the reason for the safety feature removal is ‘speed’ of………..something, not quite sure what gets faster for me. Second, customer value, delivering value as determined by the actual customer is paramount to running a business. Take away or don’t deliver on what I value, then I don’t purchase or stop purchasing your product. This choice by OnStar removes a safety feature from the platform, a feature I highly value. It’s seemingly being replaced by an ‘enhanced’ user experience, but as the user I am at a loss for what really improved.
I’ll move forward with cancelling my OnStar service.
Cheers.We appreciate your willingness to share this honest feedback with us. Our team can assure you that the safety and security of our OnStar members is our highest priority. With this in mind, we can understand your present dissatisfaction in the depreciation of certain features that you valued. We're always working hard to ensure our users receive the best experience and services possible. In the spirit of continuous improvement, our team has taken care to document these sentiments for additional review with the appropriate parties. If you should ever need our assistance, please feel welcome to reach us directly by emailing these details to socialmedia@gm.com. Be sure to put, "ATTN:OS Community/Chukkar," in the subject line. We're always happy to help.