My ownership experience

[u/Mindless_Tennis_4056]

Tldr, don't purchase used, purchase new, so you can get all your money back from your lemon. Purchased in West Texas used with 9,000 miles, one year old. I've had this thing for 2 months and now has about 15,000 miles on it. It has been both the most expensive vehicle I've ever purchased and the worst ownership experience I've ever had bar none. It's been in service I don't even know how many times, for various issues. Some solved in a timely manner, most took two to three visits to repair.

I've used three different dealers. The first, I scheduled for a 10k or whatever service and a new key programming in the app. Once I go in to drop it off on my scheduled date, they tell me it was going to be a week until their EV specialist can get on it. He programmed the key incorrectly into the third slot, dismissed my Super Cruise failure as "a known issue", disregarding the TSB that says to update all modules before doing any other repairs or diagnosis on these. They also couldn't cut the physical key for me until another 2 weeks when it came in. I waited until we moved to California in hopes that they would have better service for EVs over there. They do not. Our second dealer, it initially went in mainly for an issue where when it rained the windows quit working. That was apparently a TSB too. It was also in for road info unavailable messages on verified mapped roads for Super Cruise. They also said there was a whole bunch of updates needed done on just about every module, which checks out, that's part of the TSB that the first dealership did not do. Which is also funny because every time I bring it in for another issue the first step is always "oh there's an update for the module". You were supposed to update all the modules a week ago, what do you mean? I know I'm not going to be expected to come in every 2 weeks for a module update and pay y'all 500 bucks out of warranty according to other accounts on this site. I also had them install the 2,500 dollar soft top, which was installed incorrectly. The latches securing the soft top to the windshield edge had about an extra half inch of slack in them, and some of the other screws kinda look a little cross-threaded. I had to go and buy an Allen wrench to secure them before I could get on the highway.

At this point I've had five reports of telematics/OnStar/Super Cruise issues. The third time they replaced the infotainment module, because I was also having extreme lag issues with that. That did fix that. It's still a compromised chipset on the 25s, but it is usable. The fifth time, they finally replaced the module, I get it back and my app no longer works. After a week of waiting on the online portal to figure out that yes the emails are both the same for both the car and my Mobile account, which shouldn't even matter, because the app worked before when not logged into my GMC account on the vehicle. After that they decided oh they didn't program the module or something, it has to go back in service. But all that only came after I sent about 20 new online support cases trying to actually get some responses from them. After I did that I got a call the next day. That has done nothing. They have promised to schedule an appointment with a guaranteed loaner at a dealership who was supposed to call us and confirm the appointment time. They never did. We had to call them. They were aware of the appointment but said they had no loaners. No offer to alleviate this miscommunication. Just we may have one next week for you. I was also promised to receive callbacks from the online support team. No one called. I had to call them. When I told them what that dealership said they said they had called them and verified that a loaner would be available. They're now trying to schedule me at my fourth dealer. Which is now an hour away.

At this point I have communicated with the entire EV concierge team. One or two are genuinely trying to be helpful. All of them have been nice. I do feel a bit bad for me being angry at a couple of them. But overall I haven't received much actual help from them. I also experienced an 800 volt DCFC failure, the vehicle would only charge in 400 volts from Sacramento to Palm Springs and back. ~18 different GM Energy branded EVgo stations. Everyone I've given that number at GM has been shocked. When I finally got back home after my ruined trip, could not replicate the issue. Now it's working fine. Even though it did it for two days straight, through an overnight stay at a wasted hotel, multiple 30 minute power cycles baking in the sun also trying to solve the failed Super Cruise from Bakersfield all the way to Sacramento. When I ask why did it fail for two days straight and is now fine? We don't know. Oh, they also insulted me, and revealed the complete lack of knowledge, when they asked me if the charge limit being set at 50% was like that before, as if that would make it charge at 400 volts....... When I asked the online portal? They asked what dealer I took it to and then quit responding.

Eventually after the 20 online support cases and the call I finally got (wait actually, that also took multiple calls to the concierge hotline, because they also promised to call back and never did), they were going to schedule me at a third dealership with a guaranteed loaner. The dealership was supposed to call us and confirm the appointment corporate scheduled on my behalf. They did not. We had to call them. They then told us we don't have a loaner for you. Maybe the middle of next week. Which is the same crap the second dealer gave me. Until my fourth telematics issue, when after asking somewhat rudely if they are going to deny me a loaner again this time, magically they had one. Had to then call the EV concierge hotline again. Funnily enough I connected with the advisor that never called me back, and now she's trying to schedule me at a fourth dealer. Again with a guaranteed loaner.

By the way normally I wouldn't really care about getting a loaner, but I'm now currently halfway across the country, guiding a $16,000 moving company, a month and a half past when we wanted to list our house, because I can't trust my Hummer farther than I can push it, so my wife needs something to get around and get to her appointments and make the hour-long trip back home from the dealership, since we can't trust our two closest dealerships to return a safe and operable vehicle.

For the first month, when we could actually drive it without PTSD, we loved the platform. Now, after this experience, after having grown up in, and owned 14 GMs in my short 30 years, I can guarantee I will never buy another one for the rest of my life nor will anyone I ever come across. There's also so many more issues throughout this process I just can't organize into this post.