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Discussion Starter · #1 ·
Just purchased a new 2015 Terrain Denali and the Intellilink system keeps freezing and rebooting.
When it freezes, I cannot control the radio, temperature, Nav system etc. When it reboots I lose any bluetooth connection I had (drops phone call).
GM dealer said there was no software update available for my Terrain, and showed me internal memo PI1356 that says GM is aware of the problem and working on a solution.
It's been 3 weeks already, and not sure I want to wait months to be able to use my car properly.
Wondering if I should just insist they take it back or swap out the whole radio / infotainment system.
What a mess.
Any suggestions, similar problems detected?

Thanks
 

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Discussion Starter · #3 ·
Thanks @linton23.
GM customer service is doing a good job keeping in touch with me, but there does not seem to be a fix anywhere in the near future.
The truck is brand new (30 days this week).
Is it normal to expect me to wait months to have the truck working the way it is supposed to.
I am thinking about pushing hard for compensation, but I am so frustrated right now that I am thinking about just returning the truck for something else.
What would you recomend? You waited 3 months on a new truck??? Seems like you suffered a lot, did you ever inquire about compensation?
 

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Thanks @linton23.
GM customer service is doing a good job keeping in touch with me, but there does not seem to be a fix anywhere in the near future.
The truck is brand new (30 days this week).
Is it normal to expect me to wait months to have the truck working the way it is supposed to.
I am thinking about pushing hard for compensation, but I am so frustrated right now that I am thinking about just returning the truck for something else.
What would you recomend? You waited 3 months on a new truck??? Seems like you suffered a lot, did you ever inquire about compensation?
Its tough to get software glitches fixed as there are so many variables. You may get a few free oil changes added to your free services but there is not much that can be done till the software patch is out.
 

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Discussion Starter · #5 ·
I view the Intellilink system as the heart of my vehicle (after the motor). It controls the radio, nav, heating / air and bluetooth/phone.
Equating the faulty Intellilink system to a few oil changes simply does not make any sense to me.
What's worse is that GM customer Service calls me every few days to say " We have verified with out technical team, and they do not know when this will get fixed. Customers and dealers will not be advised when it happens, you will just get in your car one day and it will be fixed".
How is this an acceptable answer to a new vehicle owner? Dealer can't help me accelerate the software patch. At this point, I want a new radio (I can't believe all 2015 GMC's have this problem) or a new car. Am I really being that demanding? What if you bought a phone that made calls but the phone re-booted every 15 minutes? I bet you would be demanding a new phone, not waiting for a patch...
 

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I view the Intellilink system as the heart of my vehicle (after the motor). It controls the radio, nav, heating / air and bluetooth/phone.
Equating the faulty Intellilink system to a few oil changes simply does not make any sense to me.
What's worse is that GM customer Service calls me every few days to say " We have verified with out technical team, and they do not know when this will get fixed. Customers and dealers will not be advised when it happens, you will just get in your car one day and it will be fixed".
How is this an acceptable answer to a new vehicle owner? Dealer can't help me accelerate the software patch. At this point, I want a new radio (I can't believe all 2015 GMC's have this problem) or a new car. Am I really being that demanding? What if you bought a phone that made calls but the phone re-booted every 15 minutes? I bet you would be demanding a new phone, not waiting for a patch...
So far yours is the only complaint i have seen. A dealer does not have a software specialist to update and patch software. You may ask the dealer for a new radio and you may get a new radio if they ask the dealer rep for assistance but then if that radio is bad what then?
 

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We definitely understand your frustration, Panache70. Glad your agent is working through this with your dealer, but we still understand this is upsetting when dealing with a brand new vehicle. If you want to send us your VIN we'd be happy to note this within your case and notify your current agent. We're available via private message if you'd like to further discuss this matter.

Amber N.
GM Customer Care
 

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Discussion Starter · #8 ·
The latest update is that the dealer now has my 2015 Terrain Denali.

After waiting over a month for the famous "software patch" to rectify the problem, they agreed that they probably misdiagnosed the problem.

They have agreed to order a new intellilink system.

It may take a few days.

I am hoping this fixes the issue.

Once this is rectified, it will be over 5 weeks that I was not able to use my new truck the way I should.

I am hoping there is some sort of compensation GM can provide.

I have bought GMs since I started driving (over 25 years now).

What does this do the warranty? If my Intellilink system konks out on me in year 4 of my lease (warranty is 3 yrs), will I be covered?

It is not the original system, so how do I know for sure it was replaced with a brand new one and not a refurbished one?

Perhaps GM can kick in the extra yr warranty for all my troubles?
 

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Discussion Starter · #9 ·
UPDATE: Terrain is ready for pick-up at the dealer.
They have changed the radio / intellilink unit.
I am hoping there is some sort of compensation GM can provide.

I have bought GMs since I started driving (over 25 years now).

What does this do the warranty? If my Intellilink system konks out on me in year 4 of my lease (warranty is 3 yrs), will I be covered?

It is not the original system, so how do I know for sure it was replaced with a brand new one and not a refurbished one?

Perhaps GM can kick in the extra yr warranty for all my troubles?
 

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Discussion Starter · #10 ·
UPDATE: So far so good since I have picked up the Terrain with the new Intellilink system.
Seems like it was a faulty product from the start, and all this nonsense about waiting for a software patch to be sent by satellite was a waste of time. Service took 2 weeks to give me an appointment, followed by mis-diagnosis of faulty product.
34 days of not being able to use my brand new GMC Terrain Denali (problem occured the minute I drove off the lot).
I believe I should be due some compensation, as such a delay is really unacceptable on a brand new vehicle.
Have left multiple messages with GM Service hotline and with the GM Service contact here on this forum.
Waiting to hear back, hope they can resolve to my satisfaction (GM owner since 1988 - 7 vehicles).
 

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At least a few free oil changes
 

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Yours is NOT the only one out there BELEIVE ME!
My Buick LaCrosse has the same reboot issue. It happens mostly when the temp drops.
The Intellilink becomes frozen after I attempt to use the voice activation. The reboot happens every couple of minutes unless I turn off the radio and wait until the car warms up. RIDICULOUS!
 

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UPDATE: So far so good since I have picked up the Terrain with the new Intellilink system.
Seems like it was a faulty product from the start, and all this nonsense about waiting for a software patch to be sent by satellite was a waste of time. Service took 2 weeks to give me an appointment, followed by mis-diagnosis of faulty product.
34 days of not being able to use my brand new GMC Terrain Denali (problem occured the minute I drove off the lot).
I believe I should be due some compensation, as such a delay is really unacceptable on a brand new vehicle.
Have left multiple messages with GM Service hotline and with the GM Service contact here on this forum.
Waiting to hear back, hope they can resolve to my satisfaction (GM owner since 1988 - 7 vehicles).
If you have the patience and documentation - you should explore the lemon law for your state and seek a buy-back or replacement. Your dealer was incompentent, and provided false information to you. GM sold you a defective vehicle. They played you like a radio.

Good luck.
 

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Discussion Starter · #15 ·
If you have the patience and documentation - you should explore the lemon law for your state and seek a buy-back or replacement. Your dealer was incompentent, and provided false information to you. GM sold you a defective vehicle. They played you like a radio.

Good luck.
No need for that. GM replaced the defective Intellilink radio unit with a brand new one. They did what they had to do, once they figured out what the issue was. My beef is that it took 34 days from the time I brought up the issue (the day I drove it off the lot), to the time I received my car back in good working condition. For most of those 34 days, the probem was misdiagnosed. I waited as GM told me not to worry and a software patch would be coming by satellite soon based on an internal memo someone got their hands on. 34 days to wait for your car to work properly, when you had just bought it BRAND NEW is unacceptable. The worst part is I have an open file at GM customer service and nobody is calling me back. I call them every day about compensation and they do not return my calls. The more I wait, the more mad I get and the higher my compensation expectation gets.
 

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No need for that. GM replaced the defective Intellilink radio unit with a brand new one. They did what they had to do, once they figured out what the issue was. My beef is that it took 34 days from the time I brought up the issue (the day I drove it off the lot), to the time I received my car back in good working condition. For most of those 34 days, the probem was misdiagnosed. I waited as GM told me not to worry and a software patch would be coming by satellite soon based on an internal memo someone got their hands on. 34 days to wait for your car to work properly, when you had just bought it BRAND NEW is unacceptable. The worst part is I have an open file at GM customer service and nobody is calling me back. I call them every day about compensation and they do not return my calls. The more I wait, the more mad I get and the higher my compensation expectation gets.

Good luck. Based upon your new post - you are still getting the "brush off" treament and were treated very poorly for a customer that bought a new GM vehicle.
 

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Discussion Starter · #17 ·
Good luck. Based upon your new post - you are still getting the "brush off" treament and were treated very poorly for a customer that bought a new GM vehicle.
The brush-off from GM's Customer Service (phone). I have been contacted here by GM Customer Service ( I guess they have some people on-line reading some posts).
Hopefully they can do something. Worst case, I will have to go back to the dealer and force the issue.
Will keep you posted.
 

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I think you will find GM is considering this a dealer issue the dealer misdiagnosed it. Its not like you could not drive the car. You have said oil changes would not be worth it to you what do you want cash? Go in to the dealer and say look I am not happy I was with my radio not working can I get "whatever" from the accessories book on the Terrain. We had to put an engine in a customers car and they were without it for a month we the dealership made her payment and provided her a loaner car for that month.
 

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Discussion Starter · #19 ·
The dealer misdiagnosed based on the internal memo from GM. However, it was only after the dealer investigated further (after I kept pressing them) that they figured out GM's memo was only for radios without Nav systems. Mine has one. Even with that, GM was very relunctant to swap the radio, and the dealer had to keep pressing. In the end, GM delivered a truck with a defective intellilink system. I think they should assume part of the compensation. I have just about had it with the GM customer service blowing me off and I am going to spend the next hour on the phone trying to get resolution to this issue.
 

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Discussion Starter · #20 ·
Spoke to a different "ambassador" at Customer Service and they have approved me for 6 months free On Star. Are they for real??
I rejected the offer and asked them to come back to me with something I will actually use like a service credit, gas cards, or better still cash / check. I think 6 months free On Star is like $120 so they are not even close...
 
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