Faulty OnStar module

Question

I recently “bought” the free 3 months OnStar one plan. After 24 hours, it wasn’t working so I called OnStar. The rep went through all of the details to try and fix it but basically said that the module is bad. I believe I shouldn’t have to pay for a faulty module when there is all kinds of drivers having the same issue. Is there anything advice or someone that can help with this?

Advisor_James · Answer

This definitely isn't the experience we wish for you to have. You did the right thing to bring this to your dealer's attention, as they are in the best position to repair your truck and explore any available cost assistance options. If you would like an additional layer of assistance through this process, feel free to private message OnStar_Support with additional details. Just select the envelope icon at the top right of your screen to get started.

emorris · Answer

I am too another unsatisfied customer.  I renewed my subscription back in December after my initial subscription ended.  I rarely use it but have it just in case I needed it.  Apparently, my module went out on me a while ago and I did not notice it until I tried to use the app to start my truck and it continue to fail.  So, I just figured that it was because I haven't cranked it for a few weeks.   After during some investigation on why I was continuing to have that issues I noticed that the information like my tire pressure, gas amount, and oil life was totally different on the app from the gauges on my truck.  So of course, I googled it to find out why I was having this issue and found out that the Onstar wasn't properly working.  So, I called Onstar support for assistance to get this matter taken care of.  They tried to make a connection but could not and they then asked me if the light next to the Onstar button was green and I told them there wasn't any light.  They informed me my module wasn't working and that I need to take it to my dealership to get a diagnostic, so I called the dealership to asked what the price was and how long does it take for one.  They told me that the cost was about $212 and that I will have to leave my truck with them for 24 to 48 hours.  So. I am supposed to be without a vehicle for a possibility of 2 days?  I think not!!!  I was also informed that depending on the type of module that I have it could take several months to get it replaced because of the back orders and the cost of replacing it could be upward of $1200.  So, I started to do some researching and see that this is a recurring problem with customers for a couple of years now.  If this is a continue issue, then why haven't GMC done anything to resolve this because apparently there is an issue with defective modules.  I can see if these modules were used on a daily basis, but most probably are not (base on my experience and usage) that the customer (vehicle owner) should be responsible for it but majority of them are only there if needed.  So, my question to GMC is since my subscription is over 30 days and the back orders for modules are upward of several months, can I still get a partial refund? Starting from the time the module stopped working!

Advisor_Liam · Answer

We strive for products and services that satisfy customers behind the wheel, @nturner, and we can recognize the frustration that can accompany unexpected concerns after a recent purchase. Allow us to learn more about the situation with your OnStar. Guarantees on an outcome cannot be made right now. Once connected though, we can learn more and best assist. We can work to provide added support and serve as a liaison between you and the trained technicians of your preferred local dealership. To start, send us a private message to OnStar_Support with more details including your full name, VIN, mileage, email, phone and dealership name/location. Just select the envelope at the top right of your screen to do so. Any other details you can share on where things stand currently with your vehicle are also appreciated, as context can help us investigate. We will be keeping an eye on our inbox. 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.