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....
46 Replies
We too have the on star modular gone bad. Part is on back order. Just what we need for the holidays.
This is never the sort of thing that we like to hear from our loyal Members, @Missyk. Our team recognizes how frustrating it can be to encounter unexpected difficulties with your vehicle's OnStar connected services, especially around the holidays. It would be our pleasure to learn more about this situation to better assess how we may be able to assist you through this repair process and get your OnStar back up and running. 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 participating dealership to OnStar_Support. You only need to select the envelope icon in the top right corner of the screen to begin. We'll be keeping an eye out for your message 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.
I am experiencing the same issue with my 2023 Chevy Suburban. It's very frustrating that this has been widely reported on, and GMC has done nothing about it.
We certainly understand the frustration that can accompany vehicle concerns, @jmorschhauser. Allow us to learn more about your experience and explore opportunities for assistance toward a resolution for your Suburban. We would like to provide added support and serve as a liaison between you and the trained technicians of your preferred dealership through repairs. To start, send us a private message to OnStar_Support with more details including your full name, VIN, mileage, email, phone and dealership name/location. Just select the envelope at the top right of your screen to do so. Any other details you can share on where things stand currently are also appreciated, as context can help us investigate. We will keep an eye on our inbox. 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.
FOLLOW UP - VEHICLE DIAGNOSED - TELEMATIC FAILED - CALLED ONSTAR/GMC
I had my 2023 Suburban High Country diagnosed at the dealership, and the report showed that the telematic (OnStar) control module had failed, as I expected from this post and my online research. Additionally, my radio software required an update that could not be done over the air. They quoted the telematic module replacement at ~$1,000 and the radio software at ~$200. After researching the telematic module failure, I found multiple reports suggesting it was due to a combination of factors, including glitches in the car's software. So I decided I'd better get the radio updated to eliminate a potential future risk factor for the module. Oh, and the module was on backorder, and the service technician indicated this has been an ongoing problem.
I contacted Onstar, explained the situation, and told them how well-documented this issue was online in their own Onstar community board and elsewhere, and backed it up with the telematic module being on backorder. They reached out to my dealership and determined they could only offer $200 towards the telematic module repair because the car was out of warranty. They offered no assistance with the radio repair despite my plea that the software glitches were part of the problem, and my complaint that no software update should cost money (Does Apple charge consumers for iPhone updates?). The Onstar representative was very kind and helpful, and understood my frustrations.
So in conclusion, after purchasing only GM vehicles my entire adult life, 5 in total, I'm beginning to question my loyalty to the brand if they won't recognize their mistakes and do the right thing, and NEVER, NEVER, NEVER charge a customer for a software update - I'm struggling to get over having to pay $200 for a technician to hook up a computer to my car, push enter, and walk away while it's being updated 🤬! The only good part of this story is that they found the telematic module in DFW on the day they were fixing my vehicle, so my vehicle's GPS/Onstar is operational again.
Our team takes comments like this very seriously, @jmorschhauser. We value you as a member, and do not want to see you go. It is recommended to continue working with your current case advisor as they have the best resources for next steps. Our team is always here to help in a private message.
Audrey,
I explained to her my logic of why I felt aggrieved (like I posted above), and she did everything she could. There was nothing else she could do.
Same issue here, practically brand new Tahoe High Country, over a $100k in debt vehicle only to drive it around with lights lit up on the dash, not knowing if it’s communicating, unable to use wi-fi, gps and other features. Clearly unacceptable from GM/CHEVEROLET not to have a recall on this.
Our goal is to see you enjoying your time behind the wheel of your Tahoe, @Elmo. We can recognize your frustrations and would like to learn more about what you're experiencing. Once connected, we can best explore any opportunities for assistance alongside your local dealership while a resolution is worked towards. To start, send us a private message with your full name and contact information (email and phone), VIN, current mileage, and preferred dealership name/location to OnStar_Support. Any other context you may wish to share is also appreciated, as this can help us to investigate. To send us a message, simply click the envelope icon at the top right of your screen. 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: https://www.gm.com/privacy-statement.