OnStar Email / Customer Support Experience - Bad

ember1205 · October 15, 2015

<rant>

On 8/31, I bought two brand new Chevy's. One for me and one for my wife. On her SUV, I hit the OnStar button during the delivery process and set up the OnStar account with her name, her email address, and a unique PIN for her to use the RemoteLink app with. i set everything up on the phone for her and she was on her way. It was all set up that way because it's important that she has direct, unblocked access to OnStar in the event of any sort of emergency situation and can't reach me.

This is her first GM vehicle EVER, and the only time her name and email were ever associated with any GM-owned system of any kind.

Today, she received an email from OnStar inquiring as to whether or not she still owned the vehile. Mind you, it was purchased SIX WEEKS ago, brand new, and is a 2016. But, apparently, after only six weeks of ownership, OnStar thinks it's ok to randomly ask if she still owns it.

Her email account is set up to forward all OnStar emails directly to me so that I can stay on top of things like oil changes and other maintenance that are coming up. My initial reaction to the email today was that of concern as to why OnStar would be asking this sort of question at this point in the ownership process. Was someone trying to gain access to her car with the VIN or something similar? Is there a reason for me to be concerned?

So, I called OnStar to inquire.

After spending 15 minutes constantly explaining over and over again that it's my wife's car, her name and email are not associated with any other vehicle, I'm not calling about my truck, etc. - the rep finally came back on the line and said "I searched for her email and it's only ever been associated with this 2016 car." Really? Isn't that what I've told you a dozen times over the last 15 minutes? Well, now... looks like you finally figured it out. Great. So, can you help me?

I need to transfer you to Customer Care.

"Amanda" flat-out refused to talk to me until she was able to talk to my wife to verify information. Really? -I- set up the account. But, it's your policy to talk to the account owner? Huh. How come it isn't your policy to talk to the account owner when the account is being set up? How come it isn't your policy to talk to the vehicle owner (-MY- name is the sole name on the loan, registration, and insurance)? How come it isn't your policy to verify information for an account holder during the set up of the account?

Funny. She couldn't answer any of these questions.

I gave up. I hung up. ZERO help from them, and they refuse to talk to me (the vehicle owner) because I'm not "listed" on the account. Tell ya what... Let's see what happens when -I- don't make that payment every month.

If this wasn't my wife's car, and if it wasn't potentially very handy for her to have access to things like the remote start with the phone app, I would have told them I wanted the service 100% disconnected from the car. No access of any kind, by any one, at any time. And then I would have returned to the dealership to have the antenna disconnected.

I can't believe the audacity of this person to deny me from understanding whether or not my wife's vehicle is potentially being targeted for a break-in or something, or if there's a problem of some sort that caused that email to be sent in the first place.

Good news, OnStar... We now understand why your close rate for retaining customers beyond the trial period is a paltry 12%-13%.

My dealership already knows I abhor OnStar because their phone calls on my last vehicle with an expiring trail period bordered on harassment. I really doubt they would have an issue with unhooking the antenna in both of my Chevy's.

</rant>

POS VETT · October 15, 2015

Glad I disconnected all of the OnStar (VCIM) modules and antennae on my all four GM vehicles.

MikeNH · October 15, 2015

If the account is in her name then they have every right to not talk to you. She needs to add you as an authorized person on the account. You're making a mountain out of a mole hill.

j-ten-ner · October 15, 2015

I don't understand why Onstar has agreed that you can set up an account for another person in the first place.

Maybe they pulled the "ooops, we've made a mistake, but now you might as well pay the monthly fee" thing.

But at the end it's the account in her name and not yours.

And the representative on the line just did what he was trained to do.

so long

j-ten-ner

Tattooo · October 15, 2015

I have to agree

ember1205 · October 15, 2015

Sorry, but you don't get to enforce policy when it's convenient to do so. When the account was originally set up, the policy should have been 100% enforced right then and there as "to set the account up in her name, we need to speak with her." Or, they should have allowed the account setup but added me as an authorized user of the account.

I'm sick and tired of companies that use "policy" at their discretion when an actual policy should be in force 100% of the time.

crafferty · October 16, 2015

No need to be complaining on the forums OP. This is simply your fault for not making sure you were an authorized user on your wifes account.

I don't understand why Onstar has agreed that you can set up an account for another person in the first place.

Maybe they pulled the "ooops, we've made a mistake, but now you might as well pay the monthly fee" thing.

But at the end it's the account in her name and not yours.

And the representative on the line just did what he was trained to do.

so long

j-ten-ner

I run into this all the time at work. I set up accounts under the presidents name but i use them daily. The key people have to remember is security. Yes you may setup the account but you need to also make sure you have access to it and its setup that way.

Sent from my SM-G900P using Tapatalk

ember1205 · October 17, 2015

Am I complaining? Sure. Do I own some of the fault in this? Maybe. And that's a harsh maybe.

When I first hit the button in the car, they knew who I was. How come they don't know who I am now? Why did their "policy" allow them to set the account up in someone's name other than my own without instantly putting me on the account as an authorized user?

In my view, the only real thing I did "wrong" was to not do their job for them and make sure that this was done the proper way at the very start.

And, while I'm complaining, I'm also warning others. I make mistakes in life. And when I do, it irks me. By sharing my bad experience, maybe someone else will benefit.

You know what will NOT happen? No one from "Customer Service" will jump in on this thread and offer to help.

AceMI · October 17, 2015

I'll preface this by saying I can't stand Onstar. I wish GM would just dump it and stop holding back technology that everyone can use to bolster an overpriced service. They held back bluetooth for several years behind other manufacturers trying to bolster overpriced voice service. Now they're doing the same thing with other services such as the "LTE Hotspot."

That said, they can unlock, lock, locate, start and shut down your vehicle so if they took a call from anyone other than me regarding my vehicle, I'd be rather enraged. They don't care whose name is on the registration or loan documents anymore than Comcast cares if you own the house or not. They care about whose name is on the account - that's just SOP and I'm a little relieved that at least they take that part of their responsibility seriously.

Sorry - I'd be frustrated too because my intentions would be as pure as yours, but it's a crazy, litigious society we live in. They don't know if you're separated, divorced, have a protection order against you or if you're actually even married. From the outside looking in, I think you should be relieved they insisted on speaking to your wife... it's an inconvenience to you, but at least you know they're not going to give up anything that compromises your wife or her vehicle.

ember1205 · October 17, 2015

There are two important points that are being missed here:

1) I set up the account in the first place. If OnStar has this supposed policy about only talking with the account owner, then I either should not have been allowed to set it up at all, or OnStar should have listed my name on the account by default as an authorized user.

2) I wasn't try to "do" anything - All I wanted was to understand what prompted the email. And, the first person I talked with was MORE THAN HAPPY to dig around in the account looking for info without ever even asking to talk to my wife.

I get the whole "they shouldn't talk to an authorized user" stuff, and I'm completely in agreement with that. But if that's REALLY their policy, then how did the account get set up like this in the first place?

Badass69 · October 17, 2015

Because they screwed up... and it's probably some spam promo email to hope you will continue service. I have had enough new vehicles in my life and have gotten silly things like that both via email and via real mail even in a short time of ownership. With the account information thing I wouldn't doubt I could set my truck up for someone else too... and then if I don't specify to be added not be able to change any settings thereafter. Who cares lol.... get your wife to call them if you are worried about it.

Sent from my potato

ember1205 · October 17, 2015

Because they screwed up... and it's probably some spam promo email to hope you will continue service. I have had enough new vehicles in my life and have gotten silly things like that both via email and via real mail even in a short time of ownership. With the account information thing I wouldn't doubt I could set my truck up for someone else too... and then if I don't specify to be added not be able to change any settings thereafter. Who cares lol.... get your wife to call them if you are worried about it.

Sent from my potato

No. The email specifically said if I still own the vehicle do nothing, if I no longer own it, call them to cancel the account.

Badass69 · October 17, 2015

Then have your wife call them

...

Sent from my potato

Tattooo · October 18, 2015

Just have your wife add you as a user.....

AceMI · October 18, 2015

1) I set up the account in the first place. If OnStar has this supposed policy about only talking with the account owner, then I either should not have been allowed to set it up at all, or OnStar should have listed my name on the account by default as an authorized user.

There was no account at that point. Why would they care who sets it up? The dealer should have done that anyway - in fact, it's required by GM as part of the PDI. The only thing you have to do is push the blue button and listen to their spiel about extra minutes. The PIN, name, etc. should have been setup before you even pushed the button... if it wasn't, your dealer dropped the ball on that. There's lots of things in life to get worked up about - I still consider this a positive thing, as much as I detest Onstar.