Onstar/ Hf Calling Woes

[sc4808]

A couple af weeks ago, I decided to change my Hands Free Calling from being linked to my Familyshare plan with Verizon back to the Pre-Pay option so that I could get my Virtual Advisor back, (it does not work when the phone is linked to your Verizon account) anyway, I pressed the Blue Button and spoke with an account rep that assured me that it would be no problem to make the requested changes to my account, they would simply remove my truck from the Verizon account and assign me a new phone number for the pre-pay option, they even threw in 60 minutes for free. The advisor told me to stay on the line while the changes were made and then came back on and told me that everything was finished but that it may take 24 hours for the programming to update before I can use my HF calling.

 

This is where the problem comes in, apparently the programming FAILED, I can no longer make calls and even more important, OnStar no longer receives DATA from my truck (Location, Account info, Diagnostics...etc.).

 

I have been on the phone with the Technical Support team and they say that because the "Over The Air Programming Failed" and they cannot establish a DATA connection with the truck, that I need to take it to a dealer so that it can be reprogrammed manually, makes sense, the part that has me angry is that because the 36K bumper to bumper waranty is out, I have to pay for it.

 

That does not sit well with me, there is not a hardware problem, its all programming, why should I have to pay because the programming failed? I would think that OnStar or GM would be responsible for making it right again.

 

Am I looking at this wrong?

[csheatz]

i wouldnt pay for it, you said it worked fine then they changed things and screwed it up. THATS THEIR FAULT. imo

[elcompalaline]

No way you should pay for it! If it was me I would call them up and get them to fix it. After all, the issue happened when their system/product failed to receive the data in a typically routine thing.

[sc4808]

I agree, either OnStar fixes the problem at no cost to me or I drop OnStar completely.

[elcompalaline]

I agree, either OnStar fixes the problem at no cost to me or I drop OnStar completely.

 

I have dealt with them alot and with a little patience I'm sure they will get it resolved. You just have to be firm when telling them how the issue happened and how you are absolutely not responsible.

[r1byker]

You are looking at it exactly right; they messed up, they should fix it. Think about if you had taken your truck into a shop and, in the process of fixing something, they broke something else. It was in their hands, they broke it, they're responsible.

 

Bottom line: They should fix it at no cost to you.