Re: problems with on-star - Saab NG900 & OG9-3 Bulletin Board - Saabnet.com
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Re: problems with on-star
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Posted by Pat [Email] (more from Pat) on Sat, 29 Dec 2001 09:30:52 Share Post by Email
In Reply to: problems with on-star, 0193SE, Sat, 29 Dec 2001 02:34:41
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I'm not in NJ, in Chicago but had exact same problem with '01 9-3SE from first day it was delivered. I was stuck in the death spiral between the dealer who said hardware was fine and Onstar who said their system was fine. The recurrent error was "Onstar is unable to connect due to an authentication problem" and if you let it continue to dial up, it eventually would make a cell connection with no GPS or other information.

Ultimately mine was fixed by Onstar rather than the dealer. I would recommend getting aggressive with a specific supervisor in their customer service center, have them open another trouble ticket, get the trouble ticket number from them and they will route this to their tech department and will tell you they will contact you within 72 hours. When they fail to call, call back to cust service, make sure you get the same "sup" as they call them on the phone and keep pushing. The squeaky wheel gets the attention and mine was finally fixed after 4 pretty obnoxious calls from me to one specific supervisor. Once you get their name they can run but they can't hide.

In addition, because mine was dead for 4+ months since the car was new I pushed them to change my in-service date to the date they fixed On-star so I got 4 free months of service.

At the end of the day, they did right by me. Hope you have the same experience once you get someone to take ownership of fixing the problem.

Pat

posted by 216.80.11...

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