Had to break passenger window in an emergency

loki09 · June 10, 2016

This is where i disagree with you. You admitted to only having OnStar basic which doesn't include emergency support. Your fault in this was not understanding what your OnStar service included and falesly thinking if your phone app didn't work, you could just dial up OnStar, which isn't how it works. Basic services doen not include OnStar initiated unlock; highlighted in the link I posted on the last page. The reasons why OnStar couldn't and wouldn't unlock your doors are clear. There was no validated emergency and a liability factor for OnStar to unlock your door without validation. Police/Emergency responders can directly contact OnStar which validates an emergency, but they didn't respind to the situation even though your wife called 911. Jimmy Joe common guy cannot dial up OnStar without their service subscription, or everyone would bail on their subscription servies and miraculously there would be a spike in reported child lock in in GM vehicles. Lesson learned, i think you get that....it could of been way worse. I'd be damned sure the phone app was loaded and worked on both yours and your wife's phone from here on out.

So your saying that the life of a child shouldn't be put before the fact? If I was the first onstar rep I would have unlocked it just me but I'm a caring human being

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TxTruckMan · June 10, 2016

Sue happy? Your obviously a person who doesn't listen before he speaks, onstar should have unlocked it, moral of the story.

/end point

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No, you obviously don't listen. The OnStar BASIC plan is only the Phone App. They should not have unlocked the doors

https://www.onstar.com/us/en/plans-pricing.html

The Basic plan clearly states "APP ONLY" for remote vehicle access.

Silverado Steve · June 10, 2016

I'm not disagreeing with you on the life or death of the child. I'm saying OnStars contract and user agreements are clear. Believe it or not, if you don't have an active OnStar paid subscription. OnStar doesn't actively track your vehicle, they don't keep ownership data, or login to your vehicle. Thus all has to domwith the fear Big Brother crowd. As i mentioned earlier, the only way OnStar absolves their liability to "breaking into" into an untracked vehicle is through cooperation with Emergency responders. Something like two years ago hackers were hacking into OnStar services services and starting people cars, shutting them down mid drive and unlocking them. This also happened to FCA UConnect services. Lawsuits were threatened, so both services tightened up their policies. As i also mentioned before, if you want to be mad at the process, you really should be mad at the Emergency dispatch services in your local community. They didn't respond to a child being stuck in a car on a hot day. The police could of respinded or fire services and recognized your truck had an OnStar module and had their dispatch contact OnStar and they could or remote unlocked your truck, that is the biggest foul, not the OnStar rep.

Two things I'll end with, you are obviously emotionally invested in the outcome of this because it involved your family. How would you feel if anyone could call OnStar and request an unlock stating an emergency? If i saw your truck in the parking lot of Home Depot, how would you feel if all i needed to do was dial 1-800 On Sta and say, "Yes, i have an aemergency, i locked me keys in my truck and my child is stuck inside. The door somehow locked. The thing is i just bought the truck 2 days ago and haven't been able to set up OnStar services yet. Can you help? My VIN is (taken from the lower driverside windshield)....thanks!" Now im broken into your truck and i can take whatever.....are you comfortable with that ease of access?

Second....we can armchair QB anything, but for future instances with OnStar, knowing you don't have a subscription, tell you want to subscribe next time your in a similiar situation and add oh yeah, i need an unlock too...thanks, then promptly cancel the next day. You paid $24.99 for one month of service vs $250 for a passenger side window. Again lesson learned, but blaming OnStar when you don't have a subscription is akin to blaming ADT your house got broken into when you don't pay for. Onitoring services...you get the service you pay for.

So your saying that the life of a child shouldn't be put before the fact? If I was the first onstar rep I would have unlocked it just me but I'm a caring human being

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loki09 · June 10, 2016

No, you obviously don't listen. The OnStar BASIC plan is only the Phone App. They should not have unlocked the doors

https://www.onstar.com/us/en/plans-pricing.html

The Basic plan clearly states "APP ONLY" for remote vehicle access.

Understood, this was and EMERGENCY, my app didn't not work correctly. Onstar app malfunctioning, no other option. Onstar is legally obligated to do it

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TxTruckMan · June 10, 2016

This is where i disagree with you. You admitted to only having OnStar basic which doesn't include emergency support. Your fault in this was not understanding what your OnStar service included and falesly thinking if your phone app didn't work, you could just dial up OnStar, which isn't how it works. Basic services doen not include OnStar initiated unlock; highlighted in the link I posted on the last page. The reasons why OnStar couldn't and wouldn't unlock your doors are clear. There was no validated emergency and a liability factor for OnStar to unlock your door without validation. Police/Emergency responders can directly contact OnStar which validates an emergency, but they didn't respind to the situation even though your wife called 911. Jimmy Joe common guy cannot dial up OnStar without their service subscription, or everyone would bail on their subscription servies and miraculously there would be a spike in reported child lock in in GM vehicles. Lesson learned, i think you get that....it could of been way worse. I'd be damned sure the phone app was loaded and worked on both yours and your wife's phone from here on out.

Actually, even Emergency Assistance and Crash Response are not included in the BASIC plan. It is ONLY the phone app. Even if emergency responders called OnStar, they would have done nothing in this situation.

People need to understand what they do and don't have.

Basic Plan = Advanced Diagnostics (via email), Smart Driver (via email), and Remote Access (via APP Only). That is all you get.

Silverado Steve · June 10, 2016

OnStar basic doesn't provide those services to the owner under OnStar basic correct. However we have had Emergency responders request action from OnStar on GM cars where OnStar supported without worrying about paid subscription valudation. Children locked in cars, someone passed out in a locked vehicle.

TxTruckMan · June 10, 2016

Understood, this was and EMERGENCY, my app didn't not work correctly. Onstar app malfunctioning, no other option. Onstar is legally obligated to do it

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Legally obligated on what grounds? I don't think you quite understand the law. You have no active subscription with them. And like Silverado Steve mentioned above, they have NO way to verify that you are who you say you are or that there's an emergency. Using your example, any random person could call OnStar with your VIN and claim they need an emergency unlock and break into your truck. They will not do it. I've even been told (by OnStar) that they can't assist the police unless you have an active subscription for the same reason. I don't know if that's true, but that's what OnStar said.

Also, for future reference, I was also told by OnStar in the past that you cannot activate a new OnStar subscription via the phone. You must be in the vehicle and push the Blue OnStar button. You can modify your subscription via the phone, but signing up requires a push of the button for the same reason as stated above.

Again, I have three little kids and feel your pain. I sympathize. But you need to be aware of what you have and don't have. Get your phone app working and hope there isn't a next time. Good luck!

TxTruckMan · June 10, 2016

OnStar basic doesn't provide those services to the owner under OnStar basic correct. However we have had Emergency responders request action from OnStar on GM cars where OnStar supported without worrying about paid subscription valudation. Children locked in cars, someone passed out in a locked vehicle.

OnStart reps say that they won't, but they're obviously trying to sell a product. So this doesn't surprise me.

How do they verify that you're an emergency responder and not a random person?

Silverado Steve · June 10, 2016

Police dispatch have access to contact OnStar. They have authentication means with 911 terminals. Here's an example of tge police using OnStar to turn off a vehicle during a high speed chase. More than likely OnStar reps dont want you to know this option exists and happens so that you'll feel the need to pay a subscription.

http://www.theblaze.com/stories/2012/07/18/cant-just-shut-it-off-anywhere-onstar-stops-stolen-camaro-during-police-chase/

http://cartech.about.com/od/Safety/a/Gms-Onstar-Service-How-Does-It-Work_2.htm

IOMike · June 10, 2016

Sue happy? Your obviously a person who doesn't listen before he speaks, onstar should have unlocked it, moral of the story.

/end point

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You want someone to take responsibility for your and your wife's actions.

End of story.

OnStar Advisor · June 10, 2016

Just thought I would let everyone know that doesn't already. I knew but my wife didn't! I have a 14 CC, and my wife use the remote start to cool the truck off before going to church and loaded my son into the car seat, in doing so she sat the keys on the bag beside him and shut the door to move to the front seat and the door locked. Her house keys were locked inside attached to them . She called the sherries department not thinking about onstar in panic and they said they could not unlock the truck, even though there was a child in the truck.

She called me, I immediately contacted onstar and the first representative I spoke to said he could not unlock it even though there was a child locked in the vehicle on a hot summer day, in this time the truck had finally shut off. I told her to break the window on the front passenger side, and she couldn't with a small 6lb hammer. I tried contacting onstar again and a lady was in the process of unlocking it when my neighbor came over and broke the glass . Glad my son is fine but I think I may need to pursue this and possibly make onstar pay for the glass. Or at least get this fixed where it doesn't happen to someone else. What are your opinions I will fill in more info as this happens, or give more info as I have the chance.

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Hi loki09,

We regret to hear that this occurred and can imagine how upsetting this must have been for your family. We would like the opportunity to discuss this situation with you in further detail and alert the appropriate parties of this incident. Please send a private message with your full contact information and account number at your earliest convenience. We look forward to speaking with you to learn more about this experience.

Best,

Erica W.

OnStar Customer Care

TxTruckMan · June 10, 2016

You want someone to take responsibility for your and your wife's actions.

End of story.

Well, to be fair, he incorrectly assumed that his OnStar plan covered this situation. If he had the plan that covered vehicle access via phone call, he would have a valid point. It's a common misunderstanding that I've heard many people make.

camcamaro1991 · June 10, 2016

Cancel OnStar, if there is no Verizon signal, OnStar can't do anything that includes remote app (Phone app), emergency responders can't do anything either, its a cell phone telematics system, I know of some prime local Verizon dead zones where I am.

Purchase:

1. Spare manual key

2. Magnetic key holder

3. Ziploc bag, (put manual key in bag to keep dust and moisture off key)

Hide it well, but keep in mind you will need access to it.

OnStar is not responsible for your window.

Deanjo · June 10, 2016

Well, to be fair, he incorrectly assumed that his OnStar plan covered this situation. If he had the plan that covered vehicle access via phone call, he would have a valid point. It's a common misunderstanding that I've heard many people make.

Sorry but that is as dumb as saying that someone picking up a cell off contract without any plan and could not get emergency assistance because they had not paid for it.

There is a law that stipulates that all cell providers must provide assistance regardless if the device is on a plan or not. That law applies to all cell phone companies and SMR licensees.

Then there is also the morality and using just plain common sense issue.

But again here is the thing, having worked for call centres (and even the particular call centre company that OnStar outsources to) the agents are told, as part of their training, if someone needs emergency assistance, that they are obligated by law to provide that assistance. The some company also happens to handle Logitech/Apple support. Those agents as well are legally obligated to help a person in duress. One example that I can think of was when one lady was calling for help on her Apple product, she started going to her basement during the call to check and in the process tumbled down the stairs. Now she did not even have any Apple support contract or was even under any warranty. The agent called 911, and had emergency services go assist the lady while keeping her on the phone until they arrived.

Thomcat · June 10, 2016

Sorry but that is as dumb as saying that someone picking up a cell off contract without any plan and could not get emergency assistance because they had not paid for it.

There is a law that stipulates that all cell providers must provide assistance regardless if the device is on a plan or not. That law applies to all cell phone companies and SMR licensees.

Then there is also the morality and using just plain common sense issue.

But again here is the thing, having worked for call centres (and even the particular call centre company that OnStar outsources to) the agents are told, as part of their training, if someone needs emergency assistance, that they are obligated by law to provide that assistance. The some company also happens to handle Logitech/Apple support. Those agents as well are legally obligated to help a person in duress. One example that I can think of was when one lady was calling for help on her Apple product, she started going to her basement during the call to check and in the process tumbled down the stairs. Now she did not even have any Apple support contract or was even under any warranty. The agent called 911, and had emergency services go assist the lady while keeping her on the phone until they arrived.

Yes, for a cell phone provider responding to a "911" distress call and have police/fire/rescue to respond. So the owner couldn't get a signal to activate the OnStar app - how about trying 911? - no 911 signal either? - then have the phone company or the police pay for the window.

This is a paid service for subscribers akin to a private volunteer fire department funded by residents - if you don't pay the yearly fee they will watch your house burn to the ground - they will however protect adjoining houses from damage if their owner has paid the yearly fee.

As I said previously - if it is OnStar policy to remotely open a GM vehicle based solely on a hard luck story for someone who cannot provide the PIN code unique to the owner, they can cancel my subscription. They are being paid to keep your vehicle and contents and you secure and not unlock the vehicle simply because they should be a caring entity for any sob story like- "Please Help my child has a hand caught in the door and will bleed to death if you do not unlock it immediately (which will also turn off the vehicle alarm)- here's the VIN#" - Good, now I can get in and steal the contents then, pop the glove box and check the registration for owners address, booger the ignition lock to disable the vehicle, maybe get the garage door opener and then loot the home while the owner is filing a report with the police and arranging for a tow.

People should take responsibility for their own actions.....a broken window is a small price to pay for a careless mistake regarding the life of a child and should be sucked up and considered a learning expense.