Forum Discussion
Urgent Call for Action to Address Chronic OnStar Wi-Fi No/Slow Internet On (2015-2025) Wifi Hotspot)
This is never the sort of thing that we like to hear about your experience with our OnStar support services, Carlo. Our team recognizes how frustrating it can be when concerns arise in relation to the safety and connected services that you love and depend. With this in mind, we want to assure you that our team would never seek to lie or prolong these difficulties for our loyal Members. OnStar has located your email and is in the process of drafting our response. You may continue communicating with us there, or you're just as welcome to send us a private message to us here to continue with our best 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. Our team looks forward to assisting you further.
Here was the email I got in response along with my own:
Hello there Carlo,
We understand how frustrating persistent concerns with your vehicle and OnStar must be. You do currently have an open case with our Internal Technical Team that is actively being worked on. Your case number is 44502811. We ask that you continue to work with them to avoid any miscommunication/confusion. If you need to reach out to them at any time, please call 1.888.4ONSTAR (1.888.466.7827) and provide your case number. Please have a good rest of your day.
Regards,
Ahmed A.
OnStar Customer Care Advisor
It is impossible to "work with them". Nobody in OnStar can prove to me there's been anything done in 3 months. I only ever get to talk to "Terry" who is clearly reading a script every 7 days. She says the exact same thing every single time and has never had any kind of update other than "it has been escalated to our Sr. Technical Team". I specifically asked her on my last call "what proof do you have, that you can tell me right now that demonstrates anything has been done to resolve my case in the last 6 weeks". She can't answer that question. Every time I ask that question in various ways yields the same response "well, it's been escalated to our bla bla bla....". THAT'S NOT AN ANSWER!!!! I dare you to listen to my calls with her. They're supposedly being recorded so seriously!!! I invite you to listen to how asinine these "issue updates" actually are. Do you even care enough to listen to them? Prove you care about your customers. Hear the pain they're going through. So whatever role "Terry" is supposed to be filling by definition is useless. The only thing she will ever be capable of communicating is "it's fixed". Do you realize how useless that information is and has been over the last 6 weeks? What evidence can she, or you, or anyone that works for OnStar provide that demonstrates there's been even the slightest effort to resolve this? Apparently nothing. It sounds like your entire Sr. Technical Team sits in an untouchable ivory tower who's phones only work one-way. Nobody can call them and get a status. Everyone in OnStar can only sit on their thumbs and wait for the high and mighty "Team on the Hill" to call and bless us all with an update. My understanding of the state of this issue is no different today than it was 6 weeks ago. All I have ever heard in the last month and a half has been the same mindless, useless, insulting speech that "my problem is important" and "we know it's frustrating" and "our Sr. Technical Team is working on it". That's just categorically false and apparently OnStar is in denial that this model for resolving customer issues is manifestly awful.
Carlo
Our team regrets to hear these sentiments expressed about our assistance with these concerns thus far, Carlo. We recognize how this process can lead to additional frustration when there aren't tangible updates to provide. OnStar wants a better experience for our loyal Members. We can assure you that our teams are doing everything in their power to resolve these difficulties in as timely a manner as possible. For the best and continued support, our team encourages you to continue working with your case advisor. If there's anything additional that we may assist you with at this time, please don't hesitate to follow up with us here for more help.