Forum Discussion
Telmatic Module
There appears to be a widespread issue with the telematics module. I own a 2022 Cadillac Escalade, and my telematics module is not functioning. When I took it to Covert Cadillac in Austin, TX, the dealership informed me that I would need to pay approximately $460 just to have the module scanned to determine why it is offline—before they could even diagnose the problem or suggest next steps. Additionally, I was told that my extended warranty would not cover the module.
I agree with other customers that this issue needs to be reported to the Better Business Bureau, and legal action should be considered. It is unacceptable for GM to ignore this recurring problem, especially since Cadillac issued a recall for the same issue back in 2021. Clearly, the problem was never fully resolved.
This is never what we like to hear about your OnStar experience with your 2022 Cadillac Escalade, Mark. Our team regrets to hear of these continued difficulties with your hardware and can sympathize with the frustration of unexpected vehicle expenses. We would be happy to look into this further alongside you and Covert Cadillac to see how we may be able to assist further. Let us assure you that OnStar/GM closely monitors all types of data in order to identify and address emerging vehicle concerns appropriately. Although currently there are no recalls or other types of field actions tied to your vehicle, which address the concern you are describing, please know that if a recall or other type of field action is launched to address the concern that you and others may be experiencing, OnStar/GM will notify all involved, registered owners by mail. Letters will be mailed to all involved owners at the addresses that are on file at the Department of Motor Vehicles (DMV), where vehicles are registered. If you would like to move forward with this assistance, please send an email to us at socialmedia@gm.com with, "ATTN:OS Community/MarkH," in the subject line. Our team hopes to hear from you again soon.
A year later and still no appropriate action taken. I call your help desk and they act ignorant to the problem and send me to a local dealership so they can charge me $200 diagnostic fee. Everyone at your company knows the issue except for us the end user with the broken product. A product that runs our infotainment center, hotspot, rear screens for entertainment, gps and Super Cruise. Stand by the quality of your product and file a recall.
Your feedback is heard and taken seriously, @Coach_Coach. We strive to provide customers with vehicles that satisfy their needs behind the wheel. For awareness, GM closely monitors all types of data in order to identify and address emerging vehicle concerns appropriately. When a recall or other type of field action is launched, all involved registered owners are notified by mail. We are confident that the right people are taking the right steps to ensure customers receive only the highest quality products. With this being said, the trained and certified technicians of your local dealership serve as the best resource to diagnose your vehicle and determine any potential for available steps toward a remedy for any concerns you have. Our team would like to learn more about your situation and offer our support wherever possible alongside your preferred service center while they work to address your vehicle. To start, send us a private message at OnStar_Support by selecting the envelope at the top right of your screen. In your outreach, please include your full name, VIN, mileage, phone, email, and your OnStar account number. Any additional context you can share on where things stand currently is also appreciated, as more details can aid our investigation. We will keep an eye out for your message. 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.