Forum Discussion
Cadillac Escalade IQ OnStar defunct
I purchased a Cadillac Escalade IQ on 30 August and 11 days later we still do not have any functioning OnStar, which prevents us from being able to use the adaptive cruise, any of the entertainment system, the onboard Wi-Fi and other features. I’ve called repeatedly to seek support and the only boy thing that know for sure is that you can’t seem to ping the vehicle and I have to wait 3-5 days every time I call. This is absurd and unacceptable. When is tech support going to contact me??? When will you replace the onstar module? I feel you’ve left me completely out n the dark. This is supposed to be the flagship product. I’m on three case numbers now and no results and no contact from OnStar. WTH?
Thank you for this reply. I have an update. After a few weeks of back and forth, I took it to the dealership to have them test the telemetric module. The technician found no HW errors, however they worked with onstar and did update the software to the latest version. suddenly, the onstar system started connecting and the account was available. So I believe this matter is now resolved. This may be useful for future users who experience a similar problem - ensure that the telemetric module is updated to the latest version.
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If this is not rectified soon we will be contacting legal counsel to seek support and this may possibly will result in action against OnStar
This is never the sort of thing that we like to hear about the first impressions of your amazing new Cadillac Escalade IQ, @Davehansen365. We recognize how frustrating it can be when the OnStar services that you love and invested in aren't functioning to your expectations and would be more than happy to learn more about this situation to assess how we may best be able to assist you towards an appropriate resolution. At the moment, have you had the opportunity to bring this matter to your purchasing dealerships' attention? It would be our pleasure to help connect you with them to continue addressing this further. OnStar is committed to ensuring that our dedicated Members receive the best experience possible. When you have a moment, please send us a private message with your full name, OnStar account number, VIN, the current mileage, and the name of your dealership to OnStar_Support to continue. You only need to select the envelope near the top of your screen to begin. We'll be keeping an eye out for your response and hope to connect again soon. By sending us a message, you consent to the information you provide being monitored and recorded by GM or those acting on GM’s behalf, subject to the GM Privacy Statement.
Thank you for this reply. I have an update. After a few weeks of back and forth, I took it to the dealership to have them test the telemetric module. The technician found no HW errors, however they worked with onstar and did update the software to the latest version. suddenly, the onstar system started connecting and the account was available. So I believe this matter is now resolved. This may be useful for future users who experience a similar problem - ensure that the telemetric module is updated to the latest version.