Continued:
3. Eight-Speed Transmission Issues Galore
In April 2019,
GM was on the receiving end of a new class-action lawsuit after owners claimed the automaker’s eight-speed automatic transmission houses a major defect. Specifically, drivers experience violent shakes, jerks, or a “hard shift” in vehicles equipped with the 8L family of automatic transmissions. The suit states that GM has filed 13 technical
service bulletins (TSBs) regarding eight-speed automatic transmission problems, though none of them have remedied the problem absolutely.
The transmissions in question, the
8L45 and
8L90, are found in numerous GM vehicles with a rear-wheel-drive drivetrain, or a rear-derived AWD/4WD system. The transmission pairs to cars on a rear-wheel-drive architecture, meaning owners of GM’s sports cars, luxury sedans, trucks, and SUVs have the eight-speed automatic transmission in question, including:
The problem is presented most often when a driver accelerates or decelerates and the transmission needs to shift a gear. Drivers report a hesitation, followed by a shudder or jerk in conjunction with the gear change. However, issues are not exclusive to gear changes, as some owners also reported issues within a single gear. According to the information compiled so far, some drivers said the issues with GM’s 8-speed automatic transmission are so bad that it felt like another car had hit them. One owner reported that moving from the “reverse” to “drive” gear was so violent that the car nearly drove through a garage door.
It’s worth noting the NHTSA has also received numerous complaints about the transmission found in the number of GM vehicles. The lawsuit claims the issue’s source is the torque converter, which may be exposed to undue friction. Eventually, the gears may not function properly as metal shavings move throughout the transmission. This is not a definite conclusion, but an alleged issue in the lawsuit. One NHTSA complaint does cite a failed torque converter after 16,000 miles in a GMC Canyon.
Months later in August, GM issued
TSB 18-NA-355 to address “torque converter clutch (TCC) shudder conditions on 8L45 and 8L90” eight-speed automatic transmissions. The proposed solution was a new fluid flush, which appears to fix the issues for some customers, who have reported a dramatic change in shift quality after swapping out the juice. If the flush doesn’t fix the issue, the next step may be to replace the torque converter, which could be glazed.
A year after the initial class-action lawsuit, The General sought to have it dismissed. The lawsuit alleges GM’s eight-speed automatic transmissions may shift violently into gear, and the filing further claims the problems are caused by some type of hydraulic systems failure, which can wear down the gears and – as mentioned earlier – allow metal shavings to become caught within the transmission. Plaintiffs say that the fact that GM sent TSBs to dealerships are an indication the automaker has known about the defects since at least 2015. The lawsuit also claims GM’s suggested fixes, such as flushing the transmission system, are only a temporary solution.
Meanwhile, GM claims the problems with the transmission do not fall under the factory warranty, as it is a design defect and not a manufacturing defect. According to GM’s motion to dismiss, the automaker’s warranty is only for vehicles that have “a defect that is so basic it renders the vehicle unfit for its ordinary purpose of providing transportation.” It says the plaintiffs in this class action suit “make only conclusory allegations that their vehicles are ‘unfit for their ordinary and intended use,’ but allege only inconvenience and mild discomfort.” GM’s response also points out that no injuries or deaths have been attributed to the problem and that no one has stopped driving their vehicle completely due to the rough shifting issue.
4. Cracked Cadillac CUE screens
In September 2019, a
class-action lawsuit was filed against GM over issues with several late-model Cadillac vehicles and their potentially faulty CUE screens. In this case, CUE (Cadillac User Experience) is the first-generation Cadillac infotainment system used in last-generation vehicles. The lawsuit alleges that Cadillac CUE screens crack, delaminate, bubble, and become unresponsive.
One plaintiff was told by dealership staff members that they “see this issue all the time… the screen is not cracked, it’s the laminate.” This lines up with TSBs released by GM and sent to Cadillac dealers in December 2014 and August 2017 citing bubbled, cracked, or delaminated CUE screens. The stated repair on the TSB was to replace the screen, indicating that The General has been aware of this issue since at least 2014.
It appears that the delamination of the Cadillac CUE screens, allegedly caused by a separation of the protective adhesive film on the screen from the screen glass, causes electrical issues with CUE, ultimately making it unresponsive and unusable. Vehicles equipped with the first-gen CUE system include the
Cadillac ATS,
SRX,
XTS,
CTS,
ELR, and
Escalade.
5. Inventory And Orders – No One Knows When
In the age of instant gratification, The General’s dealer-centric business appears to be out of step in certain respects. Rather than providing the sort of on-demand information and clarity that today’s customers expect, the current
GM order tracking process is cumbersome and vague, failing to connect customers with the info they want time and again.
For instance, if a GM customer decides to
order a new vehicle, rather than pick one off the lot from a dealer’s inventory, the customer makes a down payment, then receives an order number. It’s at that point that the customer is basically thrown into a murky abyss with regard to the status of their order.
Unsure where to turn for more info on their order, perhaps the customer turns to the various GM brand websites, starting a chat first with a bot and (possibly later) with a rep at the other end of the wire. More often than note, however, this route gleans very little info, so instead the customer goes back to the dealer.
Unfortunately, the dealer is more or less in the dark as well, as the current GM vehicle tracking system is set up around
a long list of event codes, most of which are ambiguous and less than helpful. To make matters worse, the dealer is more focused on selling cars than it is tracking orders, so even getting that less-than-helpful info in-hand can be an exercise in futility as the customer tries to get a hold of someone to actually help them, so as to plan for the purchase of the vehicle they ordered.
The lack of tangible, helpful information in GM vehicle tracking is particularly troublesome in an era where one can literally track packages in near real time. This isn’t lost on GM’s competitors. BMW, for example, offers a system where customers can not only view the date when their vehicle will be built, but can also watch a live online video stream as their vehicle is assembled.
The underlying problem here is that the current GM vehicle tracking system is geared towards getting the vehicle to the dealer, where the customer can then take delivery. As such, transparency for the customer is more or less nonexistent.
GM certainly has the capability to make a digital system that works for the customer.
Cadillac Live, for example, provides an interactive tour of a given model for interested buyers. Just set up a time, and sit back as a product specialist answers question in real time while live streaming video of the latest vehicles. So why not something like
that for GM vehicle tracking
after the order is placed? Heck, even a basic online interface to see the status of a vehicle order would do.
So while this is not a vehicle issue in particular, it is still an overall issue with the customer experience being provided by General Motors. No one knows how long it will take for a particular vehicle to arrive once it’s ordered, and getting a status update is nearly impossible since the automaker has no transparency into the process.