Forum Discussion
OnStar Module Failure - software recall?
My 2022 Chevy Suburban Z71 OnStar Telematics Module likely failed. I took it into a local dealership in January due to the software recall. I explained to the service department that I had not been able to use the App to access vehicle info, start it remotely, access wifi, etc... since Nov 29, 2024. The service tech told me that the new software update should fix the problem. I had read about the telematics problem and called the service department prior to bringing my car in and the mechanic explained he would take a look at it. When the car was ready, I tried to access use the app and it still did not connect. The tech told me that I likely had to give the software some time to work itself out:). I'm in software and knew this was a load of BS. I asked him to bring the car back into the mechanic and he said I had to make another appointment and come back. So, my question is, what about the lack of access and I am still paying for wifi and OnStar. Can any credit be given retroactively and cancel or put this on hold until the issue is resolved? I am paying for something that is not functional....
41 Replies
Well, it appears I'm dealing with the same thing many many others are dealing with regarding the OnStar module. It's been almost a month since my module went out and the dealership told me that it'll be about 12 weeks minimum before I can get a replacement for my 2022 Chevy Silverado 1500. When I called OnStar about placing my account on hold, I was told that they can't place an account on hold. I can cancel and sign up again when the new module is installed. The only challenge is that the price for signing up again later may increase and I will not be qualified for the discount that I have from signing up when I purchased the truck new.
I cannot believe that GM or OnStar are having such an issue with replacing these defective modules!! It appears that there are thousands of people waiting for a replacement (according to the service department at the dealership). How can this even be acceptable business practice? They should have been manufacturing a bunch of these units in preparation for such a mass problem. Plus, we're these not tested before making it standard technology in several vehicles? Did they know that the units were prone to break down when they started installing them in so many vehicles? I think, given the number of complaints regarding the same malfunction, they should be working overtime to get them replaced and that the vehicle owners shouldn't be responsible for the cost of replacing them!!
Update: 03/28/2025
I received a call that the module replacement had been received. Having scheduled an appointment and the module replaced, I was charged $700 for this replacement!! I am really upset that this malfunction seems wide-spread and prevalent with many others that have complained about the same issue and yet they still have not taken responsibility regarding this issue! Additionally, the cost of replacing this unit is not cheap and almost not worth the effort to have it replaced except that I could not access my gps or certain other functions tied to this module.
While I do not have the time nor the funds to seek a class action lawsuit, I am almost sure given the number of customers that are dealing with the same problem that we would have a chance at recouping the cost of replacement.
I know one thing is for sure, the next time I buy a vehicle, if it has one of these modules, I will be looking for other options!!
At least you got yours! Mine has been on order since Jan. 28th, and still no news on when it will be arriving! My OnStar hasn't worked for almost 8 months, and I was paying almost $40/month for absolutely nothing. GM needs to make this right!
We do appreciate these details, Nellie. Our team here would like to apologize for any miscommunications with your service center. If you continue to experience concerns with your OnStar module, we would like to assist to the best of our abilities. So our team may take a further look into things, kindly email socialmedia@gm.com. Be sure to include ATTN: OnStar Community/Nellie_MN in the subject headline. This will allow us to locate your Community post and explore any available assistance avenues.
This has happened to me also, I think the only way to get this resolved is to see how a class action could be brought against OnStar and Chevrolet. There is no way that there should be a recall or fix for this with how integrated OnStar telematics control module is necessary for functions and it is obviously an issue that is known about and should be fixed since in Pa it is now law that you can’t pick a phone up to dial but this effects all voice commands to. Look online and you can see this is a problem and that’s just the people that say something I sure there are many others that this has happened to. 80K for a truck that has 36k warranty probably should have been first red flag that Chevrolet has zero confidence is the build of their vehicles that they have one of the worst warranties. Also people need to post about this more so future buyers know, “ buyer beware”. You can take to a dealership for them to troubleshoot at $160/hr open ended with no diagnostic tools which is what I was told they can just use the remote tool that OnStar uses. This means the bill could be huge just to troubleshoot the issue then the replacement part and installation. I’ve owned 8 vehicles and Chevy by far has worst warranty with most issues within 2.5 yrs.
I’ll save you a read. They ain’t doing **bleep**tt