Canceled On-Star Today

**Thrill6** · 02-08-12 11:01 PM

My CTS-V came with On-Star Driving and Directions Plan and when it expired I kept getting calls from On-Star to renew. I've had many GM cars over the years and never subscribed to On-Star because I've never needed it and never thought it was worth $20 a month for the service they offer. The OnStar in the CTS-V had some really nice features. Remote-Link is a very cool app for my phone, and the only feature that thought provided any real value was the ability to send directions to the car from Goggle maps or your phone. When On-Star expired in December, I renewed it with the "Safe and Sound" plan after getting one their sales callers. I found out today that you can only send directions to the Nav if you have the "Driving and Directions" plan. This is clearly not worth $400 a year (to me at least) so I called to cancel.

So I tell them I'm canceling because the ability to send navigation to my car is not included in the "Safe and Sound" plan and this service isn't worth $400 a year. The sales person tells me they can give me 6 months free of "Driving and Directions" for free. I tell her no thanks, because I don't want to have to remember to cancel it again in 6 months before they charge my credit card. She tells me she is only authorized to give me 6 months of service and gives me the date it will expire so I will know when to call when it expires. I again politely tell them no thanks. So they cancel my service and give me the spiel about how I'm at risk in the case of an accident, blah, blah, blah. I think the conversation is over, and then she offers to give a YEAR of "Driving and Directions" for the price they are going to refund me! I again politely decline, because quite frankly the service is not worth it and I really don't need or want the hassle of them charging my card and then having to cancel the service in a year. This was not the answer that was expected, and I detected for the first time that our conversation wasn't "on script" anymore.

The whole call left me with a very bad taste and happy that I canceled. I'm sure many people feel like the service is worth it, but I don't. To me the "Safe and Sound" plan is worth less than $80 a year, and the Driving and Directions plan is around $150. If these were the prices, I would subscribe in a heart beat. On-Star thought their service provided real value to their customers, the price would be the price, take it or leave it. If they can offer the service for less money, why do I need to go through the hassle of threating to cancel? The reason is because even they know the service is not worth what they charge and the actual cost to provide the service is practically nothing. Any revenue they get from a customer goes right the to the bottom line.

This is what happens when a company is run by the bean counters and the sales and marketing group. They have really spent a lot time and effort on on training their telephone sales, umm, I mean customer service representatives and perfecting their sales pitch. It was very convincing and smooth, and just a little too "slick" for my taste. If they spent half this time coming up with more "value" and figuring out how to reduce the price, they might just have more customers. Any product that you have to sell that hard, can't be worth what they charge for it.

**ruby 1** · 02-09-12 02:36 AM

agreed

**Kluch** · 02-09-12 04:05 AM

We like it and have it in both GM cars. My wife insists on it driving around with 2 kids. Cost is negligible compared to the cost of our cars. We were glad they decided to not sell our personal info like they planned to do with the modified user agreement a few months back.

**ChicagoV** · 02-09-12 09:39 AM

We like it and we use it. The cost is minor. My wife got in an accident a few months back (no injuries), and OnStar was on the line before the airbag dust settled. OnStar stayed with her as needed, arranged for the tow, everything. I think that some of the things that we use it for now will be less needed once all cars are connected via wifi (where available), but for now I have no complaints. It was years and years ahead of its time as far as connectivity goes.

**thebigjimsho** · 02-09-12 11:03 AM

Yep, I like it. And how OnStar does things is just like ANY service provider. Cell phones, security systems, satellite radio, service contracts, most anything can be negotiated. Whether you think it worth it, or not, is strictly your opinion of value.

It's a tiny fraction of what the V costs. And, after my accident in my '04 V, I'm keeping it. I had let it lapse in my '04 and was walking around like a zombie trying to remember what to do, in shock.

**JFJr** · 02-09-12 11:35 AM

All you have to do is use it once in an emergency, and then you will see its value. I travel around Florida in my business and wouldn't be without it.

Jud

**neuronbob** · 02-09-12 12:53 PM

Having had to use it once, I appreciate the service. I'm in my last year of a three-year plan now.

**CTS-V-TWIN** · 02-09-12 03:36 PM

I just renewed my V Coupe's OnStar today at: $12.95 per month. That's cheap insurance for the peace of mind they offer. I also renewed my wife's Escalade at the same rate. After she was injured involved in a collision that wasn't her fault back in 2009, I don't think I will ever have a vehicle without OnStar and I will always be a paying OnStar customer. OnStar was the only one to help my wife when they detected a deployed airbag and it was the driver's side airbag that shattered her wrist which made it impossible for her to call for help. To me, OnStar is well worth what they charge. With my wife and three kids always riding around in the car, it's nice to know OnStar is there if she ever needs help.

I got the cheapest plan they offered. I just got off the phone with them a few minutes ago.

**M5eater** · 02-10-12 07:41 AM

I can honestly say I haven't used directions and connections once. Why would you when I paid for navigation?

**JFJr** · 02-10-12 08:00 AM

Originally Posted by M5eater

I can honestly say I haven't used directions and connections once. Why would you when I paid for navigation?

You can get directions on the fly, sent to your nav unit. That can be pretty convenient and is less distracting while driving.

Jud

**marktanner** · 02-19-12 03:32 PM

As above, plus their data-base is more up-to-date than the one that even the newest cars have. Plus, they can look up addresses much easier than we can in the car. Even when you are stopped, sometimes inputting the point-of-interest or address just doesn't work, whether it's for spelling or other reasons. OnStar always manages to get me there.

Don't forget, they can also turn the car off remotely if the car is stolen or carjacked, another nice feature.