Forum Discussion
Over 900 on backorder; no ETA
Per my dealer, there are over 900 communication modules on backorder in the system with no ETA as to when they will be available. Don’t know if that is just for Chevy, or if it involves other brands also. I am in my fifth month and truly frustrated. Is over 900 waiting not enough to warrant GM to do something? Perhaps if they put as much effort into fixing this as they do in sending me renewal emails (my plan expired last month), they might make some progress. What do others think? Has anyone been offered any “compensation” for their trouble? My rep told me in an email that once fixed could discuss; but that seems like just a tactic to pacify me in hopes that I will go away. They sold me features and services that I couldn’t/can’t use. There should be some restitution for that. A year of free service? I am thinking at a minimum for every month it is down, there should be 2 months of credit; but honestly that may not be enough to keep my goodwill as a customer for over 40 years. What do others think? Am I being greedy or does that seem reasonable?
10 Replies
At long last, the dealer finally received the back ordered part to fix the onstar comms module. Now to begin the process of restoring my service.
Our team is so glad to hear that your OnStar module has arrived and has been successfully installed, @MCombs. If you should need any assistance with getting your connected services restored, please don't hesitate to reach us here or in a private message for more help. We're only a message away and always happy to support our loyal Members however we're best able. Our team will keep an eye out for your message.
Our team recognizes how frustrating part delay situations can be, @MCombs. Especially when they leave you without access to the OnStar connected services that you love and depend on in your everyday life. As a loyal Member of our OnStar and GM families, your satisfaction is of the utmost importance to us. It would be our pleasure to continue assisting you through this process, in addition to exploring all available avenues to offset the inconvenience that this situation has created. If you're interested, we kindly ask that you send us a private message with these details to us. You can reach us by selecting 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 on the lookout for your response and hopes to hear from you again soon.
Thanks Jack, but candidly not sure what either you or Advisor Helen can do for me at this point. As I now approach my 6th month of dealing with this it does not seem as if anything has changed nor progressed in any manner. I email you guys, and I call the dealer; yet, so far nothing has happened to change the situation.
You're very welcome, @MCombs. Our team recognizes how frustrating delays such as these can be and can sympathize with your current dissatisfaction. Please know that we remain committed to ensuring that you're kept as informed as possible throughout this entire process until you're back in online with us at OnStar. If at any point you should decide that you'd like to continue with this support, please don't hesitate to reach out to us in a private message to continue. We'll be keeping a close eye on our inbox and hopes to hear from you again.
I agree. I purchased this truck with all the bells and whistles, over other brands that were similar enough that is was close, only to find out 2 months later that 2/3's of those features will not work without this module. And to make matters worse I have to pay a dealer to apply any "free" updates because it cannot connect to any network for them to just download. I was better off with my '73 k1500.
I think your 900 back-order number is maybe only for that dealership. I am seeing thousands of posts between here and Reddit and that is just a fraction of the overall problem. I think it is funny that while my truck is being worked on for this, the brand new loaner car they gave me had the module go out. 200 miles on that car...at least mine made it to 44k.
Our team is saddened to learn that you've run into similar concerns with your GM's OnStar hardware and connected services, @rstanley3105. We recognize how important these features are to your overall experience and can understand your current dissatisfaction. OnStar wants a better experience for our loyal Members. It would be our pleasure to learn more about this situation to assess how we may best be able to assist you through these repairs. If you'd like to move forward with our support, please don't hesitate to send us a private message with these details, as well as your OnStar account number and/or VIN. Just 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 an eye on our inbox and hopes to hear from you 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
Same issue only thing dealer tells me is it's on back order and it's the only company GM gets the part from.
Our team is saddened to learn that similar difficulties have impacted your OnStar experience, @rsb1228. This is not the kind of news that we like to hear. We recognize how important it is to maintain reliable access to these connected services which you love and can understand your current dissatisfaction. It would be our pleasure to learn more about this situation to assess how we may best be able to assist you. When you have a moment, please send us a private message with these details to continue with this support. Just 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. We'll be keeping an eye on our inbox and hope to hear from you again very soon.
Glad to hear it