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2017 Yukon Denali Brake Recall : Software broke my truck

RobGar

By RobGar
in Troubleshooting & Recalls

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RobGar Enthusiast

RobGar

Posted
Posted

Hello-

 

On Nov 15 I took my car in for a routine oil change and tire rotation. Given the recent recall on the Electronic Brake Control Module they needed to address that as well (Recall # n192268490).  My Yukon is now dead.  

 

Apparently there is a software bug preventing the reprogramming of the brake module and there are nearly 100 other cars in the same position.  To make matters worse, the module is on back order, and even if they could get their hands on a new one, it will have to be reprogrammed and there is no guarantee from my dealer that that will be possible given the software issues.  I am being told "we don't know if or when we can fix your car".  GMC has been less than helpful to me or the dealership.  I have a support case open with them not that it will really help me.  I've been given a loaner (Buick - ugh) car in the meantime, but it's not my car, and it lacks many of the desired features I pay for.  I was even told that I wasn't supposed to get a loaner despite the fact GMC broke my car.

 

I am curious if anyone else is experiencing this problem and how you are managing it with your dealer/GMC. What I want is a Denali with my purchased features.  Short of that I consider a loaner as nice but not "an acceptable alternative" (just because an apple and orange are fruits it doesn't make them like alternatives).  I've asked GMC to ship me a Denali, but I know I'm barking into the wind.  I have other, more authoritative measures I am considering.  Would love to hear from others on this.

 

Rob

mjm-1957 Enthusiast

mjm-1957

Posted
Posted

A software bug? Thats amazing as we do at least 35 -40 a week and never had a problem. We all use the same dealer website to download from and I am sure a TSB would have been issued immediately if there was an issue.As far as getting the same exact loaner car, your out of your mind.......I'll have what your drinking.

RobGar Enthusiast

RobGar

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Posted
10 minutes ago, mjm-1957 said:

A software bug? Thats amazing as we do at least 35 -40 a week and never had a problem. We all use the same dealer website to download from and I am sure a TSB would have been issued immediately if there was an issue.As far as getting the same exact loaner car, your out of your mind.......I'll have what your drinking.

I find your response both ignorant and humorous.  I appreciate the fact that you have never seen this issue, as you should also appreciate the fact that it has been reported for nearly 100 cars nationwide.  The premise that it can't be the right diagnosis stems from your belief that if it's not common, it's not real. Sorry, bro. I work in software and let me tell you that it is absolutely quite common to have anomalies caused by unknown variables.  Not understanding something doesn't make it any less true.

 

I just want in return what was taken from me.  Hardly unreasonable, yet it seems in the car world customer focus is a lost art.  That often happens when all that you hear are complaints.  You become immune to the real issues and suggest it surely must be something else, just as you have.  You put a lot of stock into a company like GM if you actually think they would release a TSB this quick after a recall notice for 3.4 million cars.  Publicity nightmare. My bet is they don't know what the source of the problem is and are going to fully understand it before releasing a TSB .. or they may just fix it at the download source and not tell anyone.  Again, lack of TSB doesn't make it any less true.  My dealership believes what is going on and they have stopped all recall reprogramming for this issue until it is resolved.  They actually have 2 broken vehicles out of those 100.

2017Darkness Enthusiast

2017Darkness

Posted
Posted

We do about 75 of these a week, the recall has been out since the first week of September and we have not run into this issue. If your dealer has 2 out the 100 or so that supposedly have this issue, out of the probably million plus that have had the recall completed already, my money says the problem lies there. 

RobGar Enthusiast

RobGar

Posted
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Posted
29 minutes ago, 2017Darkness said:

We do about 75 of these a week, the recall has been out since the first week of September and we have not run into this issue. If your dealer has 2 out the 100 or so that supposedly have this issue, out of the probably million plus that have had the recall completed already, my money says the problem lies there. 

Definitely has crossed my mind given the coincidence.  Apparently it happened ONLY on Friday Nov 15.  Both of their trucks were hit with this and given their investigation they claim others as well.

newdude Senior Enthusiast

newdude

Posted
Posted

- Sounds like a computer crashed during programming/tech attempted the wrong procedure.  I'm in a dealer, we do these every day, not one EBCM failure yet.  A couple came back for vacuum pumps that's about it. 

 

- The loaner.  This is just my opinion, and you may disagree with it, but they gave you a car.  I don't get why some folks get so bent over the dealer giving them something other than EXACTLY what they drive every day.  I've gotten various loaners over the years either at work for service or at other dealers for vehicles in the past.  I'm just glad I've gotten a vehicle. 

RobGar Enthusiast

RobGar

Posted
  • Author
Posted

Just a quick update.  Whatever happened on Nov 15 to my vehicle apparently made the brake control module completely inoperable .. meaning it won't take a re-programming.  That seems to make more sense to me than a bug in the software, especially given the low occurrence rate.  Why/How they found nearly 100 more is baffling, but I take them at their word and they seem convinced this is a systemic problem.  Whatever the environmental conditions were to create the problem during the upgrade appears makes logical sense to me to have caused this problem (power surge, connectivity drop etc). I liken it to cutting power while doing a BIOS update for your PC = bad.  I seem resigned to them replacing the brake control module and reprogramming it (provided they can get their hands on one).

 

If any dealers in this forum have one in stock (2017 Yukon Denali) feel free to reach out to the service manager at Liberty GMC in Charlotte :-).

RobGar Enthusiast

RobGar

Posted
  • Author
Posted
16 minutes ago, newdude said:

- Sounds like a computer crashed during programming/tech attempted the wrong procedure.  I'm in a dealer, we do these every day, not one EBCM failure yet.  A couple came back for vacuum pumps that's about it. 

 

- The loaner.  This is just my opinion, and you may disagree with it, but they gave you a car.  I don't get why some folks get so bent over the dealer giving them something other than EXACTLY what they drive every day.  I've gotten various loaners over the years either at work for service or at other dealers for vehicles in the past.  I'm just glad I've gotten a vehicle. 

I hear ya on the loaner, but let me tell you why it is important to customers .. money and value.  I totally get that a loaner for a day or 2 anything should be acceptable.  But for a month?  I'm not getting what I paid for .. not in value, not in features and not in gas and convenience.  I drive my car approximately 2000 miles per month.  I bought the Denali to allow me to make 8 hr trips with no hassle in discomfort, features (like adaptive cruise control, HUD, etc) or gas mileage.  Some may find these reasons petty or unrealistic, but I don't.  If you do that much highway time, you learn that these things have material meaning.  Before my Denali, I could drive 4-5 hours before I was tired and ready to be done.  The Denali easily make as an 8hr trip doable and this is exactly why I bought it.  I do 2-3 8hr each way round trips per month and I'm already seeing and feeling the difference in this Buick.

 

Not to mention I didn't cause this problem and I find it a bit baffling to think I'm not entitled to what I paid for and I should just be grateful.  I'm not.  I'm kinda pissed this was forced upon me and expected to just accept it.  I don't in any way think they are doing me a favor with a loaner when GMC/Dealer broke my truck.  That's the least they should be doing to accommodate my massive inconveniences.

 

To close .. I think you are right on the computer programming bit.  When my dealer told me today that the module was fried, this was my first thought too.  Knowing that my frustration is focused on the dealer as well as GM to supply to replacement part (which I'm told is on back order).

 

Thanks for the replies guys.

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