Forum Discussion
Onstar Module Needs Replaced
We regret to hear that you've still been struggling with these OnStar hardware concerns, Scott. Your satisfaction is very important to us as a Member of the OnStar and GMC families, and our team can understand your current frustration over these troubles continuing to impact your experience. We'd like the opportunity to learn more about this situation to assess how we may best be able to offer an additional layer of support between yourself and the dealership through the duration of this delay and repair process. If you'd like to move forward with this assistance, we kindly ask that you send us a private message with your contact information, VIN, the current mileage, and the name of your servicing dealership. To start this message, you only need to select the envelope icon at the top right of your screen to get started. When creating a new message, please be sure to enter Advisor_Jack to get connected directly to me. Our team will be keeping a close eye on our inbox for your response and hopes to hear from you again in the near future. 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
Advisor_Jack - I have been working with GM Customer (we do NOT) Care since November. All your department has given me is canned messages saying operational information is "proprietary" and you have no idea when parts will become available. No one in your team is empowered to reach out to the supply or parts chains to get this information so you make this process more COMPLEX rather than HELPING improve the situation.
These are never the kind of sentiments that we like to hear about your experience with our support services during this unfortunate and unexpected part delay situation, Scott. We recognize how important it is to have reliable access to the impressive OnStar connected services that you love and depend on in your 2023 GMC Sierra. With this in mind, our team can understand your present dissatisfaction. After taking a closer look into your case, we can see that the necessary parts have arrived, and your service is scheduled for today. This is great news to share, and our team would like to remind you that we're still here to assist if you should need any additional support following your Sierra's OnStar module replacement. If you're interested, please don't hesitate to send us a private message for further support. We're only a message away.
Advisor-Jack - You have been more transparent with this message board today than you have been with me throughout this entire process.
You could / would not provide an estimated timeline for parts availability, nor would you provide any insights as to why there were delays.
As a customer, leader and engineer, I value transparency and accountibilty. What I have received from GM has been the mushroom treatment. Your entire company, from the dealership to care team has done nothing but keep me, and others, in the dark and feed us excrement.
Our team regrets to hear that the excellent support experience we strive to provide for our loyal OnStar Members has not been able to meet your expectations, Scott. The express intention of our team is to be as transparent as possible in our mission to support you however we're best able through the resolution of any concerns that you may encounter with the OnStar connected services in your 2023 GMC Sierra. In the spirit of continuous improvement, we've taken care to document these sentiments for additional review with the appropriate parties. With this in mind, please don't hesitate to reach back out to us if you should require additional assistance with this or any future matter. Our team is only ever a message away and always happy to help.
Update: After 7 months (over 25% of the time I've owned my 2023 Sierra 1500), the OnStar Telematics Module was replaced yesterday (30-April-2025). The local dealership was not able to extend my 36 month subscription like the OnStar representative told them they could when I first took the truck in to address the issue when I was able to get the first available service appointment back in November.
When I used the OnStar button in the truck to activate the new module, I spoke with Ronda. She was the FIRST and ONLY person from OnStar who seemed genuinely concerned about my customer service experience, but was limited in what she could do to assist in extending my contract for the months of lost service due to lack of parts availability. The issue had to be escalated to a department that had already left for the day.
Not all of the features reliant on the telematics module were immediately available upon activation. During my hour drive home from the dealership, vehicle features reliant on the OnStar system slowly came back online. This was NOT my experience with these same systems when I had originally purchased the truck and activated OnStar.
As for the issue with coming out to the truck and finding it DEAD one day, the service department believes this was due to the original faulty telematics module. Time will tell if the replacement and software patch fixes this issue.
For a vehicle with so many systems designed around the OnStar telematics module, a lack of replacement parts or any transparency about when they can be expected should they fail, I really don't have much faith in GM products any longer. The OnStar system has a LOT of potential, but all this is overshadowed by its lack of reliability. This is especially troublesome for a system that claims to be there for drivers in emergency situations when they may be incapacitated.
For others in this situation, I hope you have a better, more rapid resolution experience than I did. When it's time to purchase your next vehicle, think back to how you were treated and if GM made you feel like you were a valued customer. If everyone at GM and OnStar acted like Ronda, I wouldn't hesitate to come back to the brand, but she was the exception rather than the standard.
We appreciate you sharing this update and subsequent feedback on your experience with us, Scott. While our team is glad to hear that these concerns have been resolved for you with the installation of your new OnStar hardware, these are never the kind of sentiments that we want to hear about your view of our OnStar support services. The satisfaction of our loyal and dedicated Members is of the utmost important to us, and we apologize that our team was unable to match the expectations you hold for this assistance. In the spirit of continuous improvement, we've taken care to document this feedback for further review. If there's ever anything that we may assist you with in the future, please don't hesitate to reach us here or in a private conversation for the most immediate support. Our team at OnStar is always happy to help.