Cases Closed and NOT Resolved

[ljschoepke]

Why do you close open cases that are not resolved and do not notify the customer that they were closed?  Does not seem like very good customer service.

[filup01]

They did the same thing to me.  I called in this past Saturday to report an issue, was assigned a case number and then told I'd be called back within 24 hours.  After not receiving a call back, I called them back on Monday and was told that my case was closed and that I "called them back and told them my case was resolved" but wasn't nor did I ever call and say that.  I think that 1. they are most likely over loaded and 2. some workers are not interested in resolving customer cases.

[ljschoepke]

What further complicates OnStar/GM support is multiple support platforms and email addresses for technical support.  ie. socialmedia@gm.com is used for this web site and mobile app.  apps@gm.com is also used for the mobile app (ie. myChevrolet).  executiveescalations@onstar.com if your support issues are transferred to this department.  There is also their Connection Center Team @ (877) 558-8352.  I have 4 open cases.  I send emails to executiveescalations@onstar.com and app@gm.com every other day stating what still does not work and NOT to close the case until resolved.  They state I would get a call in 5 days for update.  I have received a call on just one of my cases.  Also, this website may or may not reply to your posts.  Also, I just had an issue resolved, but I only know it was fixed by uninstalling the myChevrolet app and reinstalling.  I got NO call from any support group that it was fixed.

[ljschoepke]

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