: GM to Customer Complaint of CUE Part I & II: Major Update



NJRonbo
02-11-13, 08:40 PM
I have always wanted to own a Cadillac. I look at the Cadillac brand as the absolute pinnacle of what the General Motors company is able to manufacture. This is my third vehicle I have leased in the last 5 years, and I have continued to stay with the brand because I find their vehicles to provide that signature "ride" and luxury that one would expect.

In November of last year, as my 2010 SRX lease was about to expire, I already had my mind set on leasing a 2013 vehicle. I had done my research, and the thing I was more excited about than anything else was this new, revolutionary tech product called CUE. Being a huge gadget freak who needs to be the first to own everything new in tech, I wanted the new SRX solely for that CUE technology. In fact, when I went to the dealership and said I was interested in the 2013 SRX, the dealer talked endlessly about how fantastic the CUE system was. No doubt, dealers had been properly trained to make CUE the main focal point when trying to sell these vehicles.

I couldn't believe how fast my level of excitement sank as I plugged in my iPod and found that every time I selected a favorite song, it played another. The way CUE handled playlists was atrocious.

Then, I was amazed to discover that upon trying to make a phone call, shortly after entering the vehicle, that I kept getting "the device is still attempting to initialize" response from the CUE system.

Of course, now all of us know that the biggest problems the CUE system faces are all caused by some engineer's bright idea that none of the information from your phone or iPod should be permanently stored in its database. Every time you enter and leave the vehicle, the CUE system has to reindex itself and re-upload the same information over and over again. This is why you can't make a phone call in the first 5-10 minutes of your drive. This is why if you have an iPod with thousands upon thousands of songs, it can never upload it all fast enough for you to be able to play the song you want.

Who looked at this kind of functionality and thought it was workable? Even worse, how the hell did Cadillac green light these systems to be installed in their vehicles?


Before I get to the meat of this story, I have to give credit to the CUE team. Not only have reps participated on this forum, but I have their direct phone number and have been invited to call them anytime that I have concerns.

The problem is, as much assurance as we have received that they are looking to fix these issues, I don't think there has been a clear roadmap of what is going to be fixed in the update due this March (which was originally supposed to be due in January). If you look at the latest press release that GM has issued (http://www.autoweek.com/article/20130206/CARNEWS/130209871), you may think that a major fix is on the way -- and you would be right. But exactly what is being fixed? I see nothing about iPod incompatibility nor the fact that you can't make a phone call as soon as you get into the vehicle. I talk to a CUE rep on the phone and I am told that perhaps these problems can't be fixed without the addition of a hard drive, and another CUE rep talks about flash storage capability. In other words, the stories change pending on who you approach at CUE.

Still, I give the CUE team a huge amount of kudos. At least they are trying. I can't seem to say the same for GM Executives....


I decided to write a letter -- an actual typewritten letter that you put a stamp on -- to Daniel Akerson (Chief Executive Officer) and Robert Ferguson (GM VP of Cadillac). I questioned how the CUE system, with all its bugs, was ever approved for placement in their company's flagship line of vehicles. Not an unfair question to ask, given the fact that people who buy a Cadillac expect the very best from the brand. You just don't throw in some cool-looking dashboard entertainment system without making certain that people who pay good money for a product have to spend their initial months of ownership coming to a forum like this and complaining about how it doesn't work.

And you know what? I wasn't expecting that my letter would actually be read by Mr. Akerson or Mr. Ferguson. But I did expect that I would get some sort of professional, concerned response from the team that stands behind the Cadillac brand.

Well, the response did come in the form of a phone call. I hate to sit here and insult the people that are hired to deal with consumer complaints at Cadillac, but I felt as if I was dealing with someone who had no right to be in that position. The individual that called me seemed to be the kind of person I would talk to if I were calling the complaint line at my local Target store. I am certain the woman I spoke with was nice, but it was very apparent to me that she was uninformed, and was simply someone who was working in a call center so far beneath the Executive level.

After pouring out my heart in a letter about being unhappy with the CUE system and that Cadillac should be ashamed for putting it in their flagship brand, the response I got was, "There is nothing we can do for you." When I asked if my complaint had even reached the Executive level, the response was something like, "Well, your letter did reach the Executive offices." Really? And they had someone like you contact me to say "There is nothing we can do for you?"

Actually, after repeatedly voicing my disgust for the response, I was given some sort of compensation on service. It was a nice gesture that I would not have gotten without the objections I raised, but I am afraid the entire experience has left me somewhat "cold."


Listen, there may be some of you who think I am making too much of this in light of the fact that the CUE team is trying.

My continued frustration is that the answers to exactly what has been fixed and what has not, is still not clear. Now three months into the ownership of my SRX, I still can't make a phone call and I don't even use my iPod, because I can't.

Listen.....perhaps some of you can relate to what I am about to say....

One of the places I find the most solitude is in my Cadillac. As I drive to and from work, I immensely enjoy the ride beneath me. It is my time to relax, enjoy the drive, make a phone call or two, and enjoy the large collection of music I own on the vehicle's sound system. The most pleasurable part of my day is often the time I spend in my SRX.

But you know what? I can't listen to the music I want because the CUE system can't properly play music from iPods with large libraries. I can't make a business call without having to wait 5-10 minutes for the vehicle to initialize. This is not the kind of problems that customers who pay a premium for a vehicle like this should have to deal with. Furthermore, I would hope for more direct answers from the CUE team as to whether these problems will definitely be fixed. Lastly, the one thing you don't want to hear when you bring the complaint all the way to the top of the GM Executive chain is, "There is nothing we can do for you."

inspectorudy
02-12-13, 01:46 AM
As I see it there are three viable options that you/we have. 1. wait and see what the "Big Fix" in March will do for our cars. Sell your car and take the loss. Take the time and money to start a class action law suit against GM and Cadillac. This particular problem is not like other "Lemon" problems because it is a lemon for everyone who owns a CUE car. I hate law suits and have never been a part of one so that is out for me. I like my SRX and will not sell it at a loss and except for the Yougo level CUE system I think it is a very well engineered car. That leaves me with the "Big Fix" option which I am not holding my breath over but hope it will correct some of the issues we all are experiencing. I am getting better at the voice thing but it is still cumbersome and frustrating to use. Like I said in another post I use my favorites bars more than any other icon on the screen and find it really clumsy to use the flip and flick method of searching. I always thought that computers were supposed to make things easier not more complicated. The designers of this system seem to have forgotten what the goal was for the system in the first place. On any late model car you can plug an Ipod/Ipad, USB device or SD card and play your media back or use your phone via blue tooth without a lot of trouble. What were they thinking? Did not one single engineer have a music device with over 1000 songs on it? Did he not ever attempt to play it? I'm sticking around and I like my car but I think CUE has a long way to go for the average person to embrace it and use it like his/her PC or laptop.

pkadanec
02-12-13, 12:22 PM
This is my 2 cents... I have a 2013 XTS and have experienced many of the same issues that you have with your SRX and QUE. One of my previous vehicles was a 2009 CTS Premium. I had multiple issues with this vehicle. To make a long story short, because i was in a loaner more that i was in my vehicle for the first 6 months, I ended up 'Lemon Law'ing" the vehicle. I was so incensed with my original dealership, as I felt that while they had tried somewhat, they had not done all they could. So when it came time to select my replacement vehicle, i chose a 2010 SRX and a new dealer. This dealership "McKenney Cadillac in Charlotte NC) has gone out of their way (in fact i have purchased 2 additional vehicles from them). I have had my share of issues with the other vehicles, I assure you. They one constant is, that the dealership, and more specifically the service department, NEVER LET IT GET TO THE POINT THAT YOU ARE AT! While there is most likely nothing that can be done about CUE until the update arrives (and maybe even after that), i am confident that my dealer has my back. They will go out of their way to not let me get so pissed off that i am writing letters to the CEO of GM. Do not get me wring, I am sure your letter was brilliant ( I assume so from the details in your post), but it all comes down to how well your dealer takes care of these types of issues. Keep us posted on any response you get from GM. Keep fighting!

NJRonbo
02-12-13, 01:20 PM
They will go out of their way to not let me get so pissed off that i am writing letters to the CEO of GM

pkadenec,

I appreciate your advice as well as that of inspectorudy.

At this point, my frustrations extend far beyond that of just CUE. I cannot believe (or maybe I should in this day and age) that when I send typewritten first-class letters to the executives of a company like GM, the response I receive is in the form of what seems to be a third-tier call center staffed with uninformed high-school graduates.

At the very least, I had hoped that I would have gotten a call from someone who was clearly an Executive with the company, and who showed some sort of sympathy for the situation that CUE owners like myself are now dealing with.

Having already gone to the top and gotten the kind of response that I have, I don't think I am going to get anywhere complaining to the dealership. I don't quite know how to fight this yet, and I suppose I have to sit and wait until the CUE team issues an update first. I am just not particularly optimistic everything is going to be fixed as already, there aren't clear answers coming from their reps as to what will and won't be fixed in this next update.

slepr
02-12-13, 03:12 PM
It seems to me that, in essence, CUE users are beta testing new software. It appears that real world use wasn't adequately tested prior to release. I feel that the CUE team will correct the problems with updates just like every other software manufacturer must do in order to keep current with everyones hardware. For me, I use a Windows Phone 8 and have not had music playback issues with CUE. I do have the requisite long delay for initialization required to make calls. My uneducated suggestion would be to allow us to upload phone, MP3 player, SD, USB stick data to a physical memory space in the CUE hardware. If we change something on those devices then have a method to invoke a re-sync at our discretion. That would eliminate this constant intialization that has to occur every time we start the vehicle. I keep a 32GB usb stick plugged in 24/7 and because of this indexing requirement it is hit or miss whether the stick will be recognized forcing me to open the cubby and remove and resinsert the stick to have it recogized by CUE. Right now I am anxiously awaiting the major update around the corner.

Cadillac_Fan
02-12-13, 04:19 PM
It seems to me that, in essence, CUE users are beta testing new software. It appears that real world use wasn't adequately tested prior to release.

Nailed it. Unfortunately, consumers (especially luxury car buyers) do not enjoy the insult of being $60,000 guinea pigs/lab rats. Given what I have read, I am reconsidering my XTS purchase this year. The way NJRonbo has been treated is disgraceful and shameful, if not alarming, as a new Cadillac owner.

cullama213
02-12-13, 05:53 PM
I have never had to wait to make a call... What kind of phone do you have, if you don't mind me asking?

NJRonbo
02-12-13, 05:54 PM
I have a Galaxy Note II (Android)

However, I have about 500 contacts in the database which is probably the reason why it takes forever for me to make a call. CUE is too busy trying to reupload those contacts every time I enter the vehicle.

st4422
02-12-13, 07:37 PM
I have an iPhone 4S with 250 contacts and don't have a problem making a call immediately after starting the car. Maybe it is phone related.

NJRonbo
02-12-13, 08:03 PM
That's good to know, actually. I know my phone pairs immediately when starting the vehicle, but it continues to "initialize" for several minutes before I can place my first phone call. If I get out of the vehicle the process starts all over again from the beginning.

cullama213
02-12-13, 08:06 PM
I have a Galaxy Note II (Android)

However, I have about 500 contacts in the database which is probably the reason why it takes forever for me to make a call. CUE is too busy trying to reupload those contacts every time I enter the vehicle.

I bet it has to do with your contact count... I might have 100 contacts, which is probably why I am not having an issue...

Sorry man... I feel your pain with the iPod though...

NJRonbo
02-12-13, 08:12 PM
Actually, I think I am going to have something further to report back here shortly. I am not done with this issue, and I think I have found a means of reaching someone who may be influential at Cadillac.

slepr
02-12-13, 08:46 PM
Guess I should clarify what I meant when I said I had to wait to make a call. I can make a manual call immediately, however if I want to use the voice search for a contact on my phone to make the call I must wait for the initialization process to occur. Having a large number of contacts seems to be what causes the delay since CUE is trying to index them each and every time the phone pairs.

pkadanec
02-13-13, 09:47 AM
NJRonbo, I would still not discount the pull that the dealers have with GM. Keep pushing them to engage their GM rep's. Just another front to keep the pressure on them to resolve the issues!

NJRonbo
02-13-13, 10:41 AM
NJRonbo, I would still not discount the pull that the dealers have with GM. Keep pushing them to engage their GM rep's. Just another front to keep the pressure on them to resolve the issues!

I absolutely will, I promise. Thank You.

First I need to see how this new development works out. I'll be back in touch shortly.

drsketch
02-18-13, 08:55 PM
Op,

What phone do you own? I have a galaxy note 2 with roughly 14gb of music and 150ish contacts and I am able to make phone calls and immediately play music from my phone. I also have an 8gb flash drive plugged in that I play music from instantly.

I have no issues with the cue and love it.

Also note the dealer gave me a car to take home over weekend prior to purchase. This car had major cue issues, where as my phone whereas my phone would not stay connected via Bluetooth.

NJRonbo
02-18-13, 09:41 PM
drsketch,

Hello!

I believe I have already addressed most of your questions in this thread already, but happy to reiterate....

I have a Galaxy Note 2 like yourself and a iPod Classic.

There's a reason why you probably can make phone calls immediately from your phone and play music without difficulty...

My phone has about 700 contacts. Most people don't have that many contacts on their device. Because of the large amount of contacts that exist, CUE needs to index all of them every time I enter the vehicle. That take a considerable amount of time.

Same with my iPod classic. An 8GB flash drive is nothing. Try a 160GB iPod with over 7,000 songs. Imagine how long it takes CUE to index that kind of information, and while it is doing so, most songs you select will play another instead.

It's all about the amount of data that CUE needs to absorb every time you enter the vehicle. Most people will never experience the issues I have unless their phone is saturated with contacts or their iPods have 4,000+ songs (and that is a rough estimate)

drsketch
02-18-13, 10:21 PM
150 to 700, where mine are instantly available and yours are not is a little hard to believe. I would believe there isa1minutedelay. Maybe your cue system is malfunctioning if you aren't exaggerating. I just checked and I have 162 contacts which are a mix of exchange and gmail contacts.

Also please don't take the the wrong way but carrying around 160gb of music is counterproductive. You couldn't listen to every song in that collection in a year of normal driving. I am a network engineer so very familiar with that data size and music.

Also keep in mind the iPod classic is only USB 2.0 which has a speed of 35mB/s which is the maximum. Most devices never operate at the prescribed spec. So even if you feel you need 160gb of music it is reasonable to expect some index time.

Lastly this car keeping a database of your music so that it was a one time sync deal would probably be more problematic than most people would enjoy.

NJRonbo
02-19-13, 07:58 AM
Also please don't take the the wrong way but carrying around 160gb of music is counterproductive. You couldn't listen to every song in that collection in a year of normal driving.

That' not the point. The point of having 160GB of music is that you have your entire music collection at your disposal and can play any song you want at any time without having to keep changing out music.

I often drive with friends in the car. They can (and often do) say, "do you have this song" and in most cases, I do. It's amazing how much of the music I own on CD is now transferred and organized on my iPod. I no longer have the need to pull out a CD when I want to hear a song. Best of all, that selection of music is available to me when I travel. This is not just a device for the car, but the ability to carry my entire collection with me.


Also keep in mind the iPod classic is only USB 2.0 which has a speed of 35mB/s which is the maximum. Most devices never operate at the prescribed spec.

I understand that. Unfortunately, Apple has never upgraded their Classic iPod. But to say most devices never operate at the prescribed spec may be true, but not entirely applicable in this case. That iPod classic plays perfectly in all vehicles I have used it in prior to CUE. My 2008 CTS and 2010 SRX handled the large library of music without a hitch. When I business travel, and have to rent a vehicle, I ask for vehicles that have USB ports so I can plug in my iPod. No problems playing the amount of songs on the iPod.

CUE seems to be different. It's an entirely new animal that doesn't store music the way every device that came before it did. I am leaning towards CUE being the problem, not my iPod.


Lastly this car keeping a database of your music so that it was a one time sync deal would probably be more problematic than most people would enjoy.

Why? Actually it has worked for every Cadillac system prior to CUE. If CUE indexed and stored the music only once, there would be no delays for someone like myself.


I just checked and I have 162 contacts which are a mix of exchange and gmail contacts.

That's a normal size of contacts. I have three times that amount. So, mine is taking longer to index.


Maybe your cue system is malfunctioning if you aren't exaggerating.

I am actually hoping that is the case. And, trust me, I am going to have an update for everyone shortly as things are in motion to address this problem. If it is a defective unit I can easily have it replaced and problem is solved. However, based on some of the other comments in the CUE threads, as well as talking to the CUE team about how differently this technology works from others, I am not optimistic there is a defective unit at play here.

Thanks for your help.

Sir CussFreq
02-19-13, 10:14 AM
Also keep in mind the iPod classic is only USB 2.0 which has a speed of 35mB/s which is the maximum. Most devices never operate at the prescribed spec. So even if you feel you need 160gb of music it is reasonable to expect some index time.


You don't really believe that the ipod has to transfer the entire 160GB of mp3 data in order to index these songs, do you? All it needs to transfer for the index is a file listing and the id3 tags. 35mBps is way more than sufficient to stream the music, so what does that have to do with the speed of the indexing?

drsketch
02-19-13, 10:55 AM
You don't really believe that the ipod has to transfer the entire 160GB of mp3 data in order to index these songs, do you? All it needs to transfer for the index is a file listing and the id3 tags. 35mBps is way more than sufficient to stream the music, so what does that have to do with the speed of the indexing?

I do not, however that usb port and the disk on the ipod are slow.

AZCADATS
02-19-13, 11:22 AM
As NJRonbo has stated, having 160gb music is not because you will listen to all of it, it is to have your music library with you to select depending upon your mood. I also have a 160gb ipod classic, with over 8,000 songs on it, and experience the same problems as most others on this forum regarding indexing. I have also tried a 64GB iPod Touch thinking perhaps it was the hard drive of the classic causing slow indexing, but the same problem exists there as well. When you are getting in the car for a quick 10 minute drive, it is annoying to say the least you can't select a playlist until you have arrived at your destination. It doesn't happen all the time, but more frequently than it should. Also requiring me to reboot my ipod about every third time I start the car is not good.

I have noticed that when using the steering wheel control to select media device and music search instead of using the CUE screen, it is much faster in responsiveness so I have gotten used to using that method and actually find it more convenient now. I wonder if anyone else has compared the two and noticed the same thing.

NJRonbo
02-21-13, 11:05 AM
I am hoping that the Moderators here on Cadillac Forums will allow a new thread to be created in addition to one that already exists here (http://www.cadillacforums.com/forums/newthread.php?do=newthread&f=363). I felt that it was important enough that this update should stand on its own as I believe (as you will discover reading forward) that it shines a more positive light on my prior complaint and thus giving GM the recognition it deserves.

I also have some very encouraging news to share all of you about CUE updates.....

...but first...


GM AND CUE RESPOND


As most of you are aware, I have been very open and aggressive about the problems I have been having with the CUE system since taking possession of my 2013 SRX last November. After approaching GM and getting a rather unsympathetic response from them, I felt the only option I had was to further press the CUE team for action and to escalate my voice of dissatisfaction on message boards like this one.

Last week I was contacted by a senior member of the CUE team who spent a considerable amount of time on the phone with me in attempt to find out why I was having problems using my phone and iPod on their system. At the end of the call, I was given an invitation to meet with their team at my local Cadillac dealership.

Yesterday morning, I met with Ara, Jeff and Stacy who are part of the Lead Connected Customer Specialist team of General Motors. Now, understand, these three individuals hopped on a plane and flew down to my local dealership for a one-on-one session with me. That's something that, one day later, I am still soaking in. In other words, I was rather stunned that this effort was made.

So, in an attempt to give all of you a mental picture of what our session was like, imagine 3 GM Executives packing themselves inside a parked 2013 SRX at a dealership lot with myself in the driver's seat. For the next 90 minutes the team watched as I took them through my daily interaction with the CUE system.

Fortunately, we were immediately able to replicate the problems that I was having. Starting with the phone, the team watched as upon getting in the vehicle and having CUE immediately pair my Galaxy Note II, that no phone call could be made. We repeatedly attempted to make a call using the voice recognition system, and it took a little over 4 minutes until that task could be accomplished. As I suspected, the fact that I have 700+ contacts that need to be indexed is the reason for this delay.

Next up, we tried to play music from my 160GB iPod classic. As I went into one of a dozen of my playlists and selected a song, another played instead. This attempt was repeated over again with the same results.

During this entire time, one of the members of the CUE team was busy taking notes as to what was occurring.

So, here is what was discovered.....

As CUE currently stands today, there is an indexing delay that will prevent phones with large contact lists from immediately being able to make a call using voice recognition. If I am correct, I believe the workaround offered for the moment is to attempt to scroll through any contacts that are initially indexed using the steering controls, or if you prefer, the CONTACTS tab on the CUE screen. This will only be a temporary inconvenience as an update is on the way to correct this problem. I will explain more in a moment.

As far as the iPod is concerned, it was interesting to see that, in our experiments, the problems playing music existed only in PLAYLISTS. The CUE team selected music using ARTISTS and the correct song played every time. Of course, this is not a solution for those of us that want to stick to a particular playlist during our daily drive and have the correct song play.

The problem, it seems, is bigger than CUE itself. The CUE team has been in contact with Apple prior to and since the complaints I have lodged. It was explained to me that the iPod Classic is several years old. This is true. It has not received a software update in quite some time. This is also true. In fact, I can't quite remember when the last time an update was ever offered for that device. What I do know is that for the last few years it has been rumored that Apple was going to discontinue their mammoth iPod. The fact they didn’t tells me that they realize there is still a large sect of the population that want to carry their entire music library with them.

So, as I continued my conversation with the CUE team, it was explained to me that they had been pressing Apple for software updates that would address the index issues with that device. Apple has not been very cooperative, which is not surprising given the fact that everything the company puts out is a closed proprietary system. As we sat in the vehicle discussing this, we watched the CUE screen, and a small animated sync icon that continued to endlessly turn. The CUE team sadly informed me that having this endless sync when my iPod was plugged in was not normal.

In the end, I was told that the 160GB iPod Classic would not be compatible with the CUE system in the way I needed it to be. Realize, the newer iPods and iPhones are fully compatible due to the fact that they have smaller drives and that Apple is consistently offering updates for them.

Having the CUE team personally explain their efforts in dealing with Apple on this issue has severely changed my viewpoint on where to place blame. It's obvious to me that CUE is trying to be innovative and move technology forward. If Apple is unwilling to bring their older devices up to these new standards then I can't possibly hold CUE accountable. Until (and if) Apple offers a software update for their 160GB iPod, I am just going to take less music with me in the vehicle using a 64GB iPod instead.


UPDATES TO CUE


I never asked permission to post the things I am going to tell all of you, but I believe that I can generalize many of the things that I was told. I would like to place a disclaimer that there is always the possibility that I may not properly translate the exact function of a new software addition and that further confirmations/corrections may follow from the members of the CUE team on this forum.

The big news, as some of you are already aware, is that CUE is about to offer a major update to their system. I can tell you that we are only a few short weeks away from it seeing it rolled out.

You will receive notification from General Motors when the update is available. You will need to take your vehicle to your dealer. I asked the CUE team how long it would take to apply the update at the dealership. I was told approximately 2 hours as the update affects not just the CUE system itself but everything that goes on within your entire dashboard.

I was very happy to hear that once the update is applied, drivers are going to immediately see some astonishing differences in the way that the system looks and performs.

I was assured that CUE will be far more responsive than it is now. Granted, I don't see any lag whatsoever, but to hear that interactive response times will be measurably improved was very encouraging to hear.

The problems with phone indexing have been addressed. I was elated to hear that CUE does have flash storage and that moving forward, indexing will be greatly approved. The CUE team was initially very concerned about having anyone's personal phone contacts stored on their system for the sake of security.

One of the major additions will be Siri and Android voice pass-through. There will also be the ability to have text messages read to you. I am not certain how that all works, and there was a lengthy conversation about concerns regarding this feature and in the interests of safe driving, how far the CUE team would want to implement it. I thoroughly side with everyone at GM that voice texting in the vehicle is far more dangerous than the controversy that exists with using bluetooth devices to talk while driving. Any texting feature that car companies introduce into their vehicles, in my opinion, will probably be limited in use.

One of the other enhancements mentioned to me is that the CUE voice assistant will noticeably be more "friendlier" when interacting with "her." In other words, enhancements are being made to speech functionality.

One of the big questions I had for the team came with an answer that I think all of you will be very happy to hear....

I was concerned that the 2013 SRX (and certainly the ATS before it) would have this new technology in it that would be outdated in the next generation of vehicles. In other words, would the CUE systems we have in our vehicles today be upgradeable to the features that will exist in the CUE systems in 2014 and 2015 vehicles? Surprisingly, the answer was "yes." With the exception of any newly introduced technology (such as a new bluetooth spec for instance), CUE is future-proofed. The team has made the current system powerful enough (with hardware inside that isn't even currently being put to use) to keep pace with any systems being offered in future years. While redesigns are always inevitable, at least current owners should be able to get the same software features as future owners will.

Interested in hearing the opinions of a CUE owner, the team asked what features I would like to see added to the system. The only one I could immediately think of was the ability to customize the wallpaper and buttons. The team told me that this feature actually existed in original versions, but was removed after they realized that the ability to upload pictures/custom wallpaper with different color backgrounds would most likely drown out the screen icons. This is something I absolutely understood. One suggestion that I would offer, moving forward, is for CUE to at least make available a large selection of "wallpaper friendly" backgrounds that owners could choose from. I think it's important that owners have the ability to jazz up their CUE screen with a selection of backgrounds that won't clash with the screen icons.


FINAL THOUGHTS


At the top of this post I mentioned that it was important that a separate thread exist to give recognition to GM for the efforts they made to resolve my issues.

I still cannot believe that three senior members of the CUE team took the time to come to my dealership to meet with me. It is not something that would obviously be done for everyone. The team realized the fact that I had logged quite an extensive amount of calls to their center. I am not even certain they knew about what was being posted here, as the Internet was never even mentioned. I believe that it was actually the letters I wrote to the CEO and VP of GM/CADILLAC that raised more concern than anything else.

In any event, I am extraordinarily grateful to GM and CUE for what they did. The team was extremely professional, and most of all, I could tell that they were very sincere in wanting to help me resolve my issues. In fact, most of the 90 minutes we spent together involved the team giving me tips on how to better interact with CUE. I finally learned how to rely on sorting through the steering wheel cluster (which I was apprehensive in doing) rather than reaching over to the CUE screen every time. In the end, I found that I kept my eyes on the road more using the dashboard cluster than using the screen to search for information. Of course, voice interaction is always the best way to go and the team gave me tips on how to better communicate and get the information I need from CUE.

I would say that I walked away with a much better appreciation for the CUE technology than I had prior.

I was never asked to to write a thing about the visit. What I am posting here was entirely my idea based on the experience that I had. I just wanted to share it with all of you, and, give a counter-point to some of the more negative things I had posted previously.

CDN XTS
02-21-13, 01:00 PM
@ NJRombo
Appreciated your feed back and GM (CUE) interest/action taken.

As to: "In the end, I was told that the 160GB iPod Classic would not be compatible with the CUE system in the way I needed it to be. Realize, the newer iPods and iPhones are fully compatible due to the fact that they have smaller drives and that Apple is consistently offering updates for them." would your large music library perhaps fit on a 128 GB USB3 stick? That would also eliminate the "obsolete iPod Classic" problem, never mind Apple's unfortunate "closed proprietary system" issue - I have given my iPod Classic last year together which my older laptop (iTunes loaded) required to add/delete files on the iPod to a Cuban family, who have no way to purchase such. I just hated the lack of user control over that device. Also hate that when attaching my iPad to my PC. It's recognised but I can't look at anything on the iPad via my PC and only at a higher level via iTunes. Maybe I expect too much, like simply copy/move files from one device to the other or from one folder to another, etc. Of course I am a rather novice when it comes to Apple devices.

As to USB sticks, I believe there are even larger ones but not sure if they are available. As to 128 GB, I personally have one. Not sure though whether or not the USB port in CUE is USB3 or USB2 as while a USB3 device would work, if the port is USB2 the throughput would be at the USB2 speed. I had a long time ago ask that such specifications would be made available but so far I have not seen such. (similar issue as to SD ports).

Last but not least using a USB stick or SD card would require (at least presently) a conversion of your present playlists to one that CUE can read. The CUE manual only list the file types, but not the technical requirements for those files - see my Feb 17 post on your thread http://www.cadillacforums.com/forums/cadillac-user-experience-cue/282181-can-cue-play-itunes-music-files.html
I didn't outline my other test, with one of the ameneded playlist (prior to removing those 3 HEX characters) together with 2 other normal just exported m3U files, when after more than an hour that circle on CUE was still turning and I finally gave up for CUE to finish indexing. It probably just couldn't handle those M3U files. The rest is outlined in my write-up and via subsequent coments of different ways to generate playlists on USB/SD devices by others. Now it still works flawlessly as soon as CUE has fully booted, from the existing index on CUE, notwithstanding CUE is in the process of creating a new index, as Cody had explained to me.

slepr
02-21-13, 01:40 PM
NJRonbo,

Thank you very much for your detailed post regarding the meeting. I am very impressed with the CUE team for doing this. Sounds like GM is changing to become more user friendly. After reading your comment regarding their wanting to know what other features that they could add to the system, it seems sad to me that they are not aware of this forum. If they want new ideas and suggestions, there is a vast amount of just that information on this forum. If they would interact actively on forums such as this they could save a lot of plane fare. Thanks again.

drsketch
02-21-13, 01:55 PM
All of you that desire to keep your larger music collections with you at all times, see the other thread I posted in. I put 160 GB music on a portable 1TB drive, it synced once and has been good to go since. Only MP3 and JPG files are on this drive, MP3 being the music, JPG being the album art.

codeman71
02-21-13, 03:52 PM
After reading your comment regarding their wanting to know what other features that they could add to the system, it seems sad to me that they are not aware of this forum. If they want new ideas and suggestions, there is a vast amount of just that information on this forum. If they would interact actively on forums such as this they could save a lot of plane fare. Thanks again.

That's exactly why I'm on here. I'm one of the designers who works on CUE and I'm actively bringing up your suggestions with the team and making improvements!

NJRonbo
02-21-13, 04:08 PM
would your large music library perhaps fit on a 128 GB USB3 stick? That would also eliminate the "obsolete iPod Classic" problem, never mind Apple's unfortunate "closed proprietary system" issue


All of you that desire to keep your larger music collections with you at all times, see the other thread I posted in. I put 160 GB music on a portable 1TB drive, it synced once and has been good to go since.

This is something I have been attempting to get straightened out as well.

I would LOVE to be able to put all my music on a Hard Drive or USB Stick.

I see the thread by DRSKETCH, but the method in which the music has been transferred and how it is set up is not clear.

I can tell you from experience, just hooking a 1TB hard drive to the CUE system last week, it was not able to read the iTunes music I have on there.

I will continue the questions in the other thread as not to disrupt this one (http://www.cadillacforums.com/forums/cadillac-user-experience-cue/282181-can-cue-play-itunes-music-files.html).

stevec5375
02-24-13, 09:43 AM
NJRonbo,

Thank you for your detailed CUE write-up. One of the lessons I have learned being the owner of a 2010 SRX is NEVER buy a vehicle the first year the model is introduced. I only have 21K miles on my SRX and have quite the list of warranty repairs with some of them being repeats of previous "repairs". I knew when Cadillac introduced the CUE system that there was no way I would be purchasing a vehicle that had it within its first year. In fact, I'm still on the fence as to whether I'll ever own another Cadillac after my 2010 SRX experiences. I went to the dealership Friday because those chrome pieces on the mirrors are falling off again (3rd time!) and while I was there asked my service writer what his experience thus far had been regarding CUE. He just rolled his eyes and said that he had an XTS coming in that afternoon for a complete reflash of the CUE system that would take 2 hours. The red flags went off in my mind when I heard that.

Dr. Phil often says, "The best predictor of future behavior is past behavior." I firmly believe that this is the case more often than not. Based on my experience with the 2010 SRX, I decided that CUE would be another GM fiasco turning customers into beta testers. It seems I have been right and Dr. Phil's statement is holding true.

I'm sorry for all your trials and troubles with CUE but thank you for posting so much info on here so that other discerning buyers can make a more informed decision. As for me, I think my one and only Cadillac has been somewhat disappointing such that I won't be buying another. My warranty is up in January 2014 and I plan on being out of this vehicle before it expires.

jeffpaletz
02-24-13, 10:15 AM
Though I have been critical of some elements of the CUE system, specifically indexing every time you start the car, now that I've had the car for about 6 weeks and I know how the CUE system works, I'm pretty happy with it. I traded in my 2003 DTS when I got the XTS so obviously a lot of new features on the XTS by comparison. I'm a techie and early adapter and really like what I see. People don't normally post on forums when they are happy, they post questions and problems. I have to say I'm pretty happy with the CUE system. I love that I can put my music collection of 2500 songs on an SD Card and play them all and see the artwork that each song has.( I wish it would show artwork in M4a files instead of only MP3 files.) Playlists are also a great convenience. It is the nature of modern technology to be improved over time as people use it. How many updates has Windows, Itunes or even my Blu-Ray Player had?

DIRECTV had similar growing pains a few years ago when they switched from the TIVO DVR software to their own in house software. Users were justifiably critical when the in house DIRECTV DVR came out. It wasn't very good. DIRECTV used the user forums at DBSTalk.com to interface with their fan base and over time they made hundreds of improvements so that they now have the best DVR user interface out there. GM and Cadillac are doing the same thing with this forum. I know CUE will continue to improve and look forward to the various enhancements.

inspectorudy
02-24-13, 05:45 PM
I agree with you Jeff about this is an opportunity for GM to step up and listen to the users and try to fix the issues that we have found. If they do that then this could be a major break through in the automotive world. Codeman sounds like he is listening and only time will tell if the CUE team can follow through.

moshe-sz
07-28-13, 03:21 PM
Is it possible to command Songs Indexing on the CUE? Many times no indexing starts and I have take out the 32 GB USB stick and insert again. Can someone help?

Moshe- ATS owner in Israel

jeffpaletz
07-28-13, 11:28 PM
My recommendation is to bring the car to the dealer and see if the CUE system was properly updated. My wife had weird problems with her CUE system after the update in March and when we brought it back a few months later they found that the updated had errors in it. They corrected the errors and the Cue system works more reliably now. I don't know of anyone having problems with the system not indexing. On our cars the system indexes every time you start the car. Have you tried a different USB stick? I have used a 32 gig USB stick and a 32 gig SD card and have never had problems with the car not indexing.

CDN XTS
07-29-13, 12:15 AM
Also, how what format is the USB stick in? it's native format doesn't work in CUE. See the CUE manual on that. But assuming that it does index from time to time, formatting wouldn't be the problem. Notwithstanding, a re-format and re-copying of your music may help as would insuring you also have valid versions of playlists, etc. I had a lot of problems with that (indexing never seem to finish assuming it had indeed started) at the outset and with Jeff's help managed to fix it. There are a lot of posts from both of us you can search.

flycaster
07-31-13, 08:34 AM
Come on guys, let's get real! Caddy is dragging ass on fixing all these real and well documented problems with CUE. It is very nice that Caddy has people listening to us point out areas within CUE that need fixing. But to continually refer us to the dedicated CUE help line is rather lame at this point. How many similar complaints without resolution (e.g., CUE's many, many inappropriate voice responses, for one major problem among many) do they need to get the message that something can't be fixed by simply talking about it? What I can't understand is as CUE is software driven, how come the Caddy IT techs can't make timely and appropriate changes to the software? What are they waiting for?

NJRonbo
07-31-13, 08:39 AM
This is what I suspect....

The CUE units cannot be updated over the air.

One needs to bring their vehicle to their dealer for a process that can take up to 2 hours.

It's expensive for Cadillac and time consuming for the customer.

I suspect that the updates will eventually be done, but will be held off until the most amount of updating can be done all at once.

In the meantime, I share your frustration flycaster. We, as Cadillac owners who expect the very best out of our vehicles, continue to be stuck with buggy units.

flycaster
07-31-13, 09:59 AM
This is what I suspect....

The CUE units cannot be updated over the air.

One needs to bring their vehicle to their dealer for a process that can take up to 2 hours.

It's expensive for Cadillac and time consuming for the customer.

I suspect that the updates will eventually be done, but will be held off until the most amount of updating can be done all at once.

In the meantime, I share your frustration flycaster. We, as Cadillac owners who expect the very best out of our vehicles, continue to be stuck with buggy units.

Well put, NJR.

RippyPartsDept
07-31-13, 02:00 PM
you guys do remember that there already has been one major CUE update, right?

there will be more to come

I'm sure that Cadillac wants to do them (and is doing them) as frequently as possible
there's a lot of testing that needs to be done to make sure that they don't end up with updates that cause more problems than they solve

inspectorudy
07-31-13, 02:49 PM
I agree with you about the updates causing more problems than they solve. I get those all the time from Microsoft that my computer does not like and I have to uninstall the update. One of the great things about software driven system is the flexibility it has over the old black box systems. What puzzles me is the basic architecture of the CUE system and its ability to make any meaningful changes. I did not notice any big improvements in the one and only update so far and it appears that a lot of us had problems due to the update. The service rep was telling me that Cadillac is going to force the CUE system on all of its cars in a year or so and no longer offer any options for the older technology as it does on the ATS and the CTS models. He said that GM was trying to reach the younger crowd but appeared to be abandoning it base older buyers. The service vehicle that took me to the mall while my car was being serviced was an '05 Escalade with a combo infotainment system in it. On the left side of the screen was about ten small real buttons vertically plus a volume and tuning knobs and on the screen were several icons for different functions. To me that is the best of both worlds and I cannot understand why they abandoned it. Virtual buttons as we all know from smart phones are great when space is at a premium but in our cars that is not an issue. How many times have you reached for the temp arrow or an input on the screen but it didn't take? Then you had to take your eyes off the road again and retouch it or even worse mistakenly hit another input because of the built in parallax of the system. Some things just are more efficient as hardware and other things can get away with being virtual. If safety is a big concern then I think hard buttons are probably the way to go. Think about the temperature control up and down arrows. How long do you have to tap it or hold it to get the temp you want? A simple rotating knob with the numbers on it is set and forget and a one time input. Or even a thumb wheel that has numbers along side it. I know, I know, I bought it and I should shut up about it but I figure that GM might like to hear ideas from us about our experiences as owners.

glenroebuck
08-04-13, 11:11 PM
I am a 3 day owner and am frustrated with the CUE but...I had a passat and it's nav/touch system rns510 was a major dog - slow to repsond, voice commands failed or never worked - they finally released an update for it and it took 2 hours at the dealer to update - and their fix for the voice command?? they just removed it.

cadillacricket
08-04-13, 11:51 PM
There's a learning curve, but the cue system is easy to use and the beauty of a touch screen is the distinct lack of hard keys. Just like phones, computers, TV's and everything else, folks.

Cadillac Cust Svc
08-05-13, 01:44 PM
I am a 3 day owner and am frustrated with the CUE but...I had a passat and it's nav/touch system rns510 was a major dog - slow to repsond, voice commands failed or never worked - they finally released an update for it and it took 2 hours at the dealer to update - and their fix for the voice command?? they just removed it.

Hello glenroebuck,

Welcome to the forum and congrats on your new ATS! I apologize for your frustration with the CUE system. I would like to further discuss any concerns and questions you may have. I am able to be reached via private message.

Sincerely,

Laura M.
Cadillac Customer Care

Chuck_S
11-12-13, 01:25 AM
Well, prior to this new SRX I've owned 4 DeVilles. This SRX is the first car I've had with a nav system and bluetooth. Everything was working fine with CUE, but I had an old simple cell phone. It did have bluetooth, and it linked properly. Today I decided to upgrade to a Smart phone, not the newest model, but a Samsung Galaxy Appeal Android. It links, but I'm having the same problem as others have reported, it hangs with "Device is Initializing" and no contact list shows either via voice or on the CUE screen. Frustrating. My SRX had been built earlier in 2013, and the dealer had it in stock since May. I haven't checked to see what software version of CUE it is running. Does anyone know what is the latest version of CUE that should be running in a 2013 SRX so I can check it before I take it into the dealership to see if it needs an update?

NJRonbo
11-12-13, 03:23 AM
Chuck,

You have a long, awful road ahead of you.

Have an Android phone? You are going to have problems that can't be fixed.

Take it from me, I have been fighting this issue for over a year now. I can't wait to get rid of this lease. I'll never go back to Cadillac because of CUE.

As long as that system continues to dump and reload contact lists every time someone exits and enters the vehicle, these problems will continue.

I am on my second Android phone in a year (just got the Galaxy Note 3) and the same bluetooth problems you are having still persist.

Chuck_S
11-12-13, 08:55 AM
Is it only Android phones that have the problem? Will Win8 phones work properly? I may just switch to a Win 8 Phone.

pever
11-12-13, 09:32 AM
Win 8 phones seem to have excellent interaction with CUE right now... maybe the best.
Check here for example: http://www.cadillacforums.com/forums/community-lounge-introductions-general-discussion/316169-let-them-eat-cake.html#post3604737
Or: http://www.cadillacforums.com/forums/cadillac-user-experience-cue/396770-iphone-cue.html#post11277193

Re text messages: http://www.cadillacforums.com/forums/cadillac-user-experience-cue/281007-incoming-text-message.html

Is there an OnStar app for Windows Phone 8 yet?
http://www.cadillacforums.com/forums/cadillac-user-experience-cue/316569-ats-cue-apps-post10682777.html#post10682777
... looks like it is available: http://www.wpcentral.com/official-onstar-remotelink-app-windows-phone-now-available-let-s-you-start-your-car-and-check-oil

Chuck_S
11-12-13, 11:07 AM
It would be nice if Cadillac would let people know that there are Android issues with CUE, I could've avoided an Android in the first place. Just a simple notation on the OnStar website or if the car salesman would mention it. It wouldn't even have to be anti-Android, just say that CUE works best with a WIN 8 based Smart Phone. Now I'm out $175 for a phone that doesn't work well with the system, unless they can fix it at the dealership.

NJRonbo
11-12-13, 11:32 AM
It would be nice if Cadillac would let people know that there are Android issues with CUE, I could've avoided an Android in the first place.

The problem is, Cadillac shouldn't be limiting our choice of phones. I prefer an Android phone over iPhone or Windows. Why should your or my choice of phone be dependent on how badly CUE is designed?

GM should be fixing the problem so that their system is compatible with all phones.

I believe the single element that is causing all these problems is the fact that CUE does not store information in their system like every other manufacturer's vehicle does.

You exit the car, all your contacts and music are dumped from CUE. It then has to re-sync that information every time you re-enter the vehicle.

The result is delays in accessing the information you need.

The CUE team has been aware of this problem for a year now. They refuse to bend on their philosophy that this is a good way to handle phone/ipod to car communication.

I applaud GM for addressing my concerns, but the fact is, they didn't fix the problem.

RippyPartsDept
11-12-13, 11:36 AM
there are only about 20,000 android model phones out there right now so it's not really feasible for Cadillac to make sure that their system works with every single model of phone

so there's the possibility that there's some sort of bug that is only affecting certain phones ... if you contact the CUE infotainment team (855-4CUE-NOW) to let them know then they will at least be alerted that there's a problem with that phone model and can work to fix it ... if you don't call and let them know they might never know that a problem exists

also there's the possibility that there is a problem with one or more of the tags for your music or some sort of data corruption that a personal computer can handle easily that CUE struggles to index causing the longer than normal indexing times (i would think that this is the more likely scenario)

NJRonbo
11-12-13, 11:50 AM
There are only about 20,000 android model phones out there right now so it's not really feasible for Cadillac to make sure that their system works with every single model of phone

Cadillac is aware of the problem with Android phones. Mine was a prime example for them.

They eventually told me that Samsung was aware of the problem and offering a fix. I trusted that was the truth I was being told.

Since then, Samsung has issued a new phone over the past few months, the Galaxy Note 3. Same problems exist.

...but again I make the point...

It's not necessarily a phone bug. If CUE was not dumping and reloading data all the time there probably would be no issues with some phones not being able to reload/communicate that data. So, again, I sort of put this problem back into CUE's camp. Why are they trying to break new ground by making CUE work in an unpredictable manner that no other car manufacturer (as far as I am aware) does?

r34220
11-12-13, 02:45 PM
....Since then, Samsung has issued a new phone over the past few months, the Galaxy Note 3. Same problems exist.

I have a Galaxy Note 3 and its working just fine with CUE. What are the issues?

NJRonbo
11-12-13, 02:48 PM
The issues are, it takes a considerable amount of time until you can make a phone call once you enter the vehicle.

For me, it's about 5 minutes until pressing the call button doesn't give me a "system is still initializing" response.

Also, contacts are not always immediately available from the touch or Drivers Information screen. On the Touch Screen, there are multiple entries for the same contact. Don't know why that is happening.

Also have not figured out how to play music off the device, either. It's not as simplistic as using the iPhone/iPod.

r34220
11-12-13, 02:58 PM
The issues are, it takes a considerable amount of time until you can make a phone call once you enter the vehicle.

For me, it's about 5 minutes until pressing the call button doesn't give me a "system is still initializing" response.

Also, contacts are not always immediately available from the touch or Drivers Information screen. On the Touch Screen, there are multiple entries for the same contact. Don't know why that is happening.

Also have not figured out how to play music off the device, either. It's not as simplistic as using the iPhone/iPod.

I see. I dont think I have ever tryed to make a call right away so I will try and see if I get the same response. I play pandora without issue and music stored on the phone.

NJRonbo
11-12-13, 03:00 PM
You are the guy I need to speak with.

What software do you transfer music from your PC/MAC to your phone?

Do you store it on your external card? I attempted to do that, but had problems with CUE recognizing it.

You could be a big help to me in trying to figure out what format I need to transfer the music into and if it can be played off the external card.

And getting back to phone calls...

Quite often, as soon as I get into the vehicle, I am racing to make a phone call. I always have to wait...and wait....and wait....

r34220
11-12-13, 03:20 PM
You are the guy I need to speak with.

What software do you transfer music from your PC/MAC to your phone?

Do you store it on your external card? I attempted to do that, but had problems with CUE recognizing it.

You could be a big help to me in trying to figure out what format I need to transfer the music into and if it can be played off the external card.

And getting back to phone calls...

Quite often, as soon as I get into the vehicle, I am racing to make a phone call. I always have to wait...and wait....and wait....


I have a PC and use doubletwist (http://www.doubletwist.com/desktop/) to sync music to the sdcard. You may find it easier to just just buy a SD card or thumb drive and plug it under the console instead of using your phone for playback.

NJRonbo
11-12-13, 03:22 PM
Yup. Went that route with doubletwist. Even formatted the SD card in the right format.

Never got CUE to recognize the SD card. I plugged it directly into the slot beneath the arm rest.

georule
11-12-13, 03:27 PM
Quite often, as soon as I get into the vehicle, I am racing to make a phone call. I always have to wait...and wait....and wait....

I always get the initializing message, but I've always considered that to be driven by my USB stick with thousands of songs being re-indexed. I'll have to try to see how quickly I can make a call with my wife's Galaxy S4 using its contact list. We've done it several times, but never in a rush after entering the vehicle.

How many contacts do you have on your phone? That might be a factor as well. She has a couple dozen, tops.

NJRonbo
11-12-13, 03:29 PM
I have well over 200 contacts. That is indeed a factor in the problem.

...but really, it shouldn't be and wouldn't be if CUE hadn't tried to revolutionize upon something that wasn't broke to begin with.

georule
11-12-13, 03:35 PM
I have well over 200 contacts. That is indeed a factor in the problem.

...but really, it shouldn't be and wouldn't be if CUE hadn't tried to revolutionize upon something that wasn't broke to begin with.

I know with the USB stick (unless you blow the index away with a random hard reboot, which has happened to me), the index persists. Even tho they go into an automatic update of the index every time I start the vehicle, they are looking for updates to the existing index stored in CUE for that stick, not blowing it all away and starting over from scratch.

Would seem to be pretty logical to do the same thing with contacts. The pairing of the phone in the first place would provide the unique identifier they need as to which contacts go with which phone.

inspectorudy
11-12-13, 06:49 PM
Would it be possible for GM to wire the CUE update section as a hot all of the time, say for a week or a settable period so that it would not go through a restart every time the car is started? It would seem that this would stop the re-indexing that goes on every startup. If a person did want to have their info re-indexed then they could do a manual restart of the CUE system.

Cadillac Cust Svc
11-12-13, 08:16 PM
All,

This afternoon we received an inside tip that you all may find helpful!

"It appears that Chuck_S is having a tough time getting his contacts transferred over from his new Android phone to CUE. Android phones have a feature where you have to check a box and give permission to the phone to download contacts to the vehicle."

The suggestion is to delete the phone, re-pair it, and while doing so make sure to watch to watch for the notification on the phone when it asks for permission to transfer the contacts, and to check the box to always allow it.

Best regards,
Sarah (Assisting Laura and Greg)
Cadillac Customer Care

georule
11-13-13, 12:53 AM
All,

This afternoon we received an inside tip that you all may find helpful!

"It appears that Chuck_S is having a tough time getting his contacts transferred over from his new Android phone to CUE. Android phones have a feature where you have to check a box and give permission to the phone to download contacts to the vehicle."

The suggestion is to delete the phone, re-pair it, and while doing so make sure to watch to watch for the notification on the phone when it asks for permission to transfer the contacts, and to check the box to always allow it.

Best regards,
Sarah (Assisting Laura and Greg)
Cadillac Customer Care

Yes, that was getting us for awhile. Now my wife is more used to it. To save battery, she usually doesn't leave her phone Bluetooth on, but turns it on when she wants it in the car, and now knows to wait for the message about permission to transfer contacts. I tried to get her to check the box to always allow, but she's too paranoid. . . afraid some other device (NSA? Heckifino) will bogart her mother's phone number or something.

Cadillac Cust Svc
11-13-13, 10:39 AM
Yes, that was getting us for awhile. Now my wife is more used to it. To save battery, she usually doesn't leave her phone Bluetooth on, but turns it on when she wants it in the car, and now knows to wait for the message about permission to transfer contacts. I tried to get her to check the box to always allow, but she's too paranoid. . . afraid some other device (NSA? Heckifino) will bogart her mother's phone number or something.

Hello georule,

I am glad your wife is getting used to the system for transferring contacts. If additional questions arise, don't hesitate to contact us.

Sincerely,

Laura M.
Cadillac Customer Care

----------


Yes, that was getting us for awhile. Now my wife is more used to it. To save battery, she usually doesn't leave her phone Bluetooth on, but turns it on when she wants it in the car, and now knows to wait for the message about permission to transfer contacts. I tried to get her to check the box to always allow, but she's too paranoid. . . afraid some other device (NSA? Heckifino) will bogart her mother's phone number or something.

Hello georule,

I am glad your wife is getting used to the system for transferring contacts. If additional questions arise, don't hesitate to contact us.

Sincerely,

Laura M.
Cadillac Customer Care

Hoosier Daddy
11-13-13, 10:55 AM
The problem is, Cadillac shouldn't be limiting our choice of phones. I prefer an Android phone over iPhone or Windows. Why should your or my choice of phone be dependent on how badly CUE is designed?

GM should be fixing the problem so that their system is compatible with all phones.
Why do you think CUE is the problem? I'm not saying it isn't but based on everything I'm reading here, it sounds more likely to be a phone problem. In other words, you might want to complain to your phone company about limiting your choice of cars.


Cadillac is aware of the problem with Android phones. Mine was a prime example for them.

They eventually told me that Samsung was aware of the problem and offering a fix. I trusted that was the truth I was being told.

Since then, Samsung has issued a new phone over the past few months, the Galaxy Note 3. Same problems exist.
Sounds like it is more of a phone issue.

NJRonbo
11-13-13, 11:02 AM
I am repeating myself....

Any system that has to reindex itself time after time is asking for compatibility problems with phones that may not be able to transmit that information fast enough.

Other systems keep all the contacts (and other information) as internal storage so you don't have that transfer problem.

RippyPartsDept
11-13-13, 11:16 AM
how do you know what the other systems do?

i thought other systems just accessed your phone as they needed to and didn't transfer anything at all

how do you know for sure that the issue isn't something weird on your phone that is different than others who have the same phone (like r34220)??

you do have hundreds of contacts right?
maybe one of your contacts uses some weird special character in the name (like a percent sign or something)

NJRonbo
11-13-13, 11:21 AM
Other phone systems store the information internally. Even the guys from GM I spoke with admitted this. CUE was something different.

Have checked all my contacts for problem characters. None exist.

Samsung phone worked perfectly with 2010 SRX. When I leased the 2013 and moved up to CUE, all hell broke loose.

RippyPartsDept
11-13-13, 11:50 AM
right, but r34220 has the same phone you do and doesn't have any problems
something on your phone is causing this .... you're saying its the number of contacts and that cue can't handle the workload
that explanation i find very very hard to swallow ... even if it was thousands of contacts

there's got to be something else going on

NJRonbo
11-13-13, 12:04 PM
Rippy, I am sorry that you are finding it hard to swallow.

Let me just add that this past Fall I rented a Ford vehicle (think it was an Explorer), as part of a convoy trip down the California coast.

I was in constant phone communication with the other vehicles.

Their system handled my contacts beautifully. I was able to get into the vehicle, every time, and immediately make a phone call.

Not like it is now with Cue, having to sit and wait...and wait...and wait.

And, don't forget, there's another member of this forum who has an Android phone who has just reported issues with trying to make a phone call with his phone.

With all due respect, you and I are probably wasting time going back and forth on this issue. Neither one of us is going to change each other's mind.

I think in the end, you and I are going to have to agree to disagree.

RippyPartsDept
11-13-13, 12:56 PM
i'm not disagreeing with you that there is a problem and that it is not acceptable
i'm just trying to figure out a solution to your problem

you seem to think that there is nothing more you can do and the only solution lies with a redesign of the cue system

i am of the opinion that something more can be done to solve your issue before we rewrite the cue codebase
feel free to disagree with that if you want ... i can agree to disagree on that point

NJRonbo
11-13-13, 01:13 PM
Rippy,

For nearly the past year, I have been going to great extents to solve this problem.

I have dealt with the GM Executive Cue team personally, who came down to my dealership, to spend time with me.

My beef isn't with GM or the way they handled my complaint. They tried.

But after all I have done for the past year to get these issues resolved, I do feel that everything that can be done has been done.

GM feels the same way too.

At the heart of this problem is the re-indexing issue. CUE was the first to use it, as far as I have been made aware. I believe their reasoning was that there was a security issue leaving that kind of information in the car drive.

If not for this reindexing that CUE does, there would be no problem.

Maybe it's not a concern for most of the CUE ownership. Not everyone that is having a problem with CUE is coming to these boards. Most may be having no issues at all.

It just seems to me that anytime you ask a vehicle to reindex information over and over again, there's going to be issues -- especially with someone like me that has a huge database of contacts.

I had actually hoped the GM CUE team would have rethought things and set forth a redesign to store information on a flash drive that is already in the vehicles.

The only reason this is still being rehashed here, Rippy, is because another Android user has come forth with similar problems (and yes, a counterpart says he has no issues at all).

Appreciate the help.

RippyPartsDept
11-13-13, 01:33 PM
gotcha... i understand but i'd like some more info from Chuck (the other android user)

how many contacts does he have?
does the "initializing" message continue forever or does it eventually go away (like it does for you)?
has he double-checked to make sure he allowed access (post#61)?

NJRonbo
11-13-13, 01:50 PM
Looking forward to Chuck's input.

Thanks again, Chris!

georule
11-13-13, 10:13 PM
I believe their reasoning was that there was a security issue leaving that kind of information in the car drive.

I really don't get that argument. They are frickin' phone numbers, not the nuclear launch codes.

But even if one accepted that, the obvious answer is to make it a settable user option that is defaulted to not store them locally, but can be selected by the individual user to do so if they are willing to make that tradeoff --and fine, pop a warning screen if you like and make them "accept" your legal disclaimer.

Done and dusted.

It's a high-end vehicle which is going to tend to be disproportionately owned by folks with high-end tech toys, many of whom push those tech toys towards their limits either as part of their business or personally. *Of course* there is going to be a good size population of guys like you with hundreds of contacts on their phone driving Caddy models with CUE.

inspectorudy
11-14-13, 10:33 AM
I will repeat my idea to just not make the phone data part of the restart cycle and make it a settable function in the CUE settings page. That way when and if you add any new music or contacts to your phone you could allow the CUE system to initialize again. Why make it go through this step every startup when most of us do not change the data on our phones that often? Security? From what? It would not be much of an issue to make the CUE system password protected just like our phones are so why the concern?

NJRonbo
11-14-13, 10:38 AM
So agreed with you, Rudy.

If they could allow phone data to be permanently stored in the CUE device -- and there is a flash drive present -- it would eliminate any wait time in initializing communication.

dmurphy
11-15-13, 11:05 AM
I hate to say this, but I find myself saying "but Ford Sync does this just fine..." quite a bit with CUE.

I've had a string of Fords (company cars) for the last 6 years -- all of them had integrated Sync. Even without the fancy display and such, I still found it more powerful and complete than CUE.

Music indexing could be a pain initially, but it ALWAYS worked immediately when I reconnected the phone. The index was stored in sync so it didn't need to be rebuilt.

My address book was always downloaded to Sync and ready for use as soon as the phone connected.

I'm frustrated that in certain ways, CUE is 6+ years behind Sync. It's well advanced in other ways, but on the whole, if I could replace CUE with Sync, I probably would.

Yplus
11-15-13, 04:48 PM
Well, not trying to be a troll or anything, but I have an iPhone, I connect to CUE over bluetooth (I do NOT connect the USB cable to CUE, but to a charger instead) and all my issues went away. Siri handles it all and it just works. Can't say if it's CUE or Android, but I gotta believe both are to blame and since Android is a fragmented mess, if CUE isn't ironclad in its design, it will never work together well. If the ATS wasn't just an amazing car, I'd say ditch the car, but if you love it as much as I do, ditch the Android and get a Windows phone or an iPhone.

Chuck_S
12-14-13, 02:16 PM
All,

This afternoon we received an inside tip that you all may find helpful!

"It appears that Chuck_S is having a tough time getting his contacts transferred over from his new Android phone to CUE. Android phones have a feature where you have to check a box and give permission to the phone to download contacts to the vehicle."

The suggestion is to delete the phone, re-pair it, and while doing so make sure to watch to watch for the notification on the phone when it asks for permission to transfer the contacts, and to check the box to always allow it.

Best regards,
Sarah (Assisting Laura and Greg)
Cadillac Customer Care

Yes, thank you, Sarah. finally that worked, be aware that it take several seconds for that notification to come up on the phone. My next phone will not be an Android. AND another thing I have to do....make sure the Bluetooth on the phone is OFF when you start the car. Once the system initialization is complete THEN turn on the Bluetooth on your phone. If I leave my phone Bluetooth on by accident, I still get the "Device is Initializing" and I can't correct unless I stop, turn off the engine and restart the car. In a separate minor annoyance, the exterior temperature is still blank on the upper left of the screen, I assume that will need to go to the dealership, unless there is a screen setting I missed?

NJRonbo
12-14-13, 03:17 PM
From someone having these Android issues first-hand, I can't say that this suggestion improves anything.

The first time you do the above suggestion, it is true that pairing is much faster.

However, from that point forward, the pairing will go back to the slower method where it will take several minutes until your vehicle stops initializing with the phone.

The bottom line is that CUE does not work well with many Android devices. However, don't totally blame this on Android. Pair an Android in most any other vehicle with bluetooth and I bet you won't have the same problem.

I again will say, the indexing upon exiting/entering the vehicle is a big part of the problem.

TonyT
12-14-13, 10:00 PM
Does anyone have trouble playing their stored music on an Android phone ? I have a Motorola Razor Maxx HD, when I press media on the cue screen it will cycle through my iPad , CD drive, USB Stick which all work OK. When it gets to my phone it will show the selection and the play bar on screen but it will never play the song, you cannot skip to another selection, all you can do is select another media choice.

Chuck_S
12-15-13, 10:15 AM
The music is a problem I did not have so I can't offer any suggestions, sorry. I think there are some others here that have had music problems, though. I don't know if they were having issues with music on a phone, or an iPod/Pad.

don.davis
12-16-13, 09:39 AM
CUE users, I'm on the cusp of purchasing a 2014 ATS Premium and have been following the CUE discussion (along with the other technical threads) with great attention. I'm scheduled to test drive the ATS this Saturday, along with a 2014 MB CLA250, but am leaning towards the ATS. Having said that, I'm also a techie and the CUE system is a pretty strong draw, even with the drawbacks everyone seems to be having. Overall, would you collectively say that most of these issues have been overcome in the '14 models? Or is it always a matter of CUE software fixes, regardless of the model year of the car?

For those of you who listen to music via your phone, why don't you just pop it all on a big flash drive and leave it plugged into the car, to avoid the (re)indexing issues? Would that not work?

For those of you having issues with your phones synching, have you collectively found it to be that Android has more issues (OS-related), or brand implementation of the OS (Sprint vs. Verizon vs. Google). Does it appear that CUE was designed more with Apple in mind? Do iPhone users seem to have fewer problems? (Aside from the fact that they bought Apple products, heh-heh). Just kidding. ;-)

Anxious to try the car and CUE, but do NOT want a string of issues that would have the car back in the dealership for tweaks/downloads/repairs on any kind of a regular basis...

Don in Woodbridge, VA

inspectorudy
12-16-13, 09:59 AM
My advice is to go back and read all of the different forum issue titles and see what others have said about their particular issue and whether or not it was fixed. I do not think that you can get an "Answer" to your question from one or two people because we all have different views on CUE. The general opinion is that we are all waiting for GM or Cadillac to offer us some update to the multiple problems that have popped up for a lot of us and that is where we stand now. As to the '14 CUE being a big improvement over the '13 I have not read anything about that nor has it appeared on this forum. CUE has the potential of being the future for all autos if it's reprogramming capability is properly used and offered to current owners. If GM drops the ball on this issue then it may well become another footnote in auto history. My advice is to get the dealership that you are dealing with to let you have a loaner for the entire weekend and after looking through the CUE manual try and use every facet of the system and see what luck you have with it. The CUE system seems to have been built with the Windows phone in mind not Apple. Good luck and we all look forward to seeing your results on this forum.

NJRonbo
12-16-13, 01:45 PM
I don't think there has been any improvements in the 2014 models.

As far as I know, CUE still remains one of the only systems (which I know of) that reindexes its information every time you enter and exit the vehicle.

It's an inane concept which is prone to causing problems depending on your particular device and amount of data you have on it.

Apple products seem to work much better with the system than Android.

If you have a lot of phone contacts, expect CUE to sit and attempt to initialize for many minutes after you enter the vehicle. For me, it can take upwards of 5-7 minutes till I can place a phone call.

Music? Works very well with the iPhone. With Android, I still have yet to figure out how to get music to play off my phone.

The above advice from inspectorudy is sound. Get a loaner for the weekend and put that CUE system through its paces.

Me, I absolutely hate CUE. It has ruined any chance of me ever buying another Cadillac again.

However, others seem to have no issues.

I hope your experiences are better than mine. Good Luck. Let us know how it all works out for you.

Maxplot
12-16-13, 02:34 PM
CUE users, I'm on the cusp of purchasing a 2014 ATS Premium and have been following the CUE discussion (along with the other technical threads) with great attention. I'm scheduled to test drive the ATS this Saturday, along with a 2014 MB CLA250, but am leaning towards the ATS. Having said that, I'm also a techie and the CUE system is a pretty strong draw, even with the drawbacks everyone seems to be having. Overall, would you collectively say that most of these issues have been overcome in the '14 models? Or is it always a matter of CUE software fixes, regardless of the model year of the car?

For those of you who listen to music via your phone, why don't you just pop it all on a big flash drive and leave it plugged into the car, to avoid the (re)indexing issues? Would that not work?

For those of you having issues with your phones synching, have you collectively found it to be that Android has more issues (OS-related), or brand implementation of the OS (Sprint vs. Verizon vs. Google). Does it appear that CUE was designed more with Apple in mind? Do iPhone users seem to have fewer problems? (Aside from the fact that they bought Apple products, heh-heh). Just kidding. ;-)

Anxious to try the car and CUE, but do NOT want a string of issues that would have the car back in the dealership for tweaks/downloads/repairs on any kind of a regular basis...

Don in Woodbridge, VA

Don't be one of those guys that does not do a thorough test drive and buys, only to come on this board and complain how they will never buy another Cadillac. Try it, test it, play with it and determine before hand that you can live with it.

I have an iPhone 4s with several gig of music and have found no issue with indexing. CUE is like a laptop computer in that when it first boots up, it take a minute before you can do everything with it such as make a call, set a navigation course, etc.

I don't think CUE was designed with Apple in mind more so than any other. I think I read that those with Microsoft phones are having better luck getting full functionality like texts.

NJRonbo
12-16-13, 02:50 PM
Don't be one of those guys that does not do a thorough test drive and buys, only to come on this board and complain how they will never buy another Cadillac.

Let me touch upon that remark because we all know who it is aimed at...

When I leased my 2012 SRX, CUE was brand new technology.

Never, ever, had I even dreamed that I would need to put a car's technology system through the paces when considering a purchase -- or at least, not to the extent that I should have.

You are right -- my bad for not testing the vehicle's CUE system fully.

But let's be realistic -- how many people really do take a vehicle for the weekend, try to upload music or phone contacts to the vehicle when considering a purchase?

Up until all the reported problems with CUE, I don't think most people even considered it.

In all my years of leasing and buying vehicles I have never even had to worry about testing a vehicle for phone and iPod compatibility. When I rent a car that's not a Cadillac, I never have to worry that my phone or iPod is not going to work.

Up until 2013, everything always worked as it should when it came to auto tech.

CUE changed all that. Know why? Because GM had to fix something that wasn't broken by totally changing the way devices communicate with their vehicles.

So, to be knocked down a peg for not testing something as fully as I should, at the time, is not totally fair.

inspectorudy
12-16-13, 04:23 PM
NJRonbo ,
Think about the advice that has been offered to potential buyers of the CUE system by me and others. Usually when a person wants to test a new vehicle he/she drives it, opens and closes all of its doors, trunk etc to see if it will work for them and their needs. But to tell someone that they need to have a car for a longer period of time, (weekend) to see if they like the infotainment system is absurd. If this becomes the pre-purchasing mantra of Cadillac buyers then Cadillac is doomed. Like I just said after I had to use a rental car, I neede no more than one minute to understand and use the entire system on a new VW Passat including pairing my phone with it. I like gadgets as much as the next person but they need to be practical and serve me; not me serve them. One last thing, on my home computer I have limited what is on the startup menu and it seems like this could be done on CUE to keep the system from rebooting these items each time the car is started.

pever
12-16-13, 07:27 PM
So, to be knocked down a peg for not testing something as fully as I should, at the time, is not totally fair.
Not sure that you were being knocked down a peg Ron...

I am confident that even twice the many test drives I took (and was offered a weekend) would not have uncovered many things that I have found in the last 12 months. Cadillac Customer Service has recently told me how to address concerns only to call me back to say they were wrong and offer another approach - and that is the experts. My dealer staff, as good as they are, are also still learning as they do not daily-drive a CUE equipped car!

Before buying I loaded the Apple CUE apps and ran them on my iPad. I downloaded and read the on-line manuals (ATS, CUE and Infotainment). I also scanned this site although there was little hard info a year ago compared to now. I watched every YouTube review I could find.

I accepted that CUE was so new that there would be "early adopter" issues.

So I selected a dealer that I felt would look after me -- and then I also bought an extended Cadillac warranty out of concern that any computer modules needing replacement down the road would be killer expensive.

Next week I am scheduled to have another group of fixes done for a litany of issues that have come up in the past year. Slowly but surely Cadillac are addressing the issues and if they issue a CUE update (and NavTeq seems to have an update ready if I read between the lines correctly) say by February then I feel I will be right on track relative to my initial expectations.

Car buying, with coming advances in technology especially, will become a whole new consumer experience - quite unlike the tire kicking days of my past.

jeffpaletz
12-16-13, 09:14 PM
If you are going to use the system with an SD card, I believe the issue of taking forever to index was resolved. I had a 2014 loaner and it indexed the 2500 songs on the card in about 3 minutes. I was in and out of the car 3 times over 40 minutes and it did not appear to reindex at all. I was able to add songs, artists and albums to the favorites within 30 seconds of starting the car. The issue I have is that Cadillac has not committed to updating the software in the 2013 models. I'm not going to buy a new car just to get a software fix. I still have the problem of it reverting to long voice prompts and I'm told I have the current version of the software. My phone, computer, Blueray player and even my TV update to the latest version of the software to resolve problems and sometimes to add functionality. I have 2 years left on my lease and how Cadillac handles the issue of software updates will determine if I consider another GM car. That said, with exception of the CUE system, I really enjoy my car. It's a shame they are not resolving the problems and responding to those here in any meaningful way.

As far as taking the time to really check out a car, if you plan on using more than just the radio or CD player in any car with an Infotainment system then you should plan on learning about it to see if you like it. The days when cars just had radios with 5 pushbuttons on them seem to be over, which is a good thing. You have to do more than take it on a 15 minute test drive if you want to make an informed decision.

njacobsen
12-16-13, 11:06 PM
My phone, computer, Blueray player and even my TV update to the latest version of the software to resolve problems and sometimes to add functionality.

Is it fair to compare an automobile to the other technology devices in our lives? An SRX or other Cadillac are automobiles that happen to have technology integration for the convenience of the driver and passengers. I am very pleased that Cadillac has built vehicles that have the latest technology for providing the best possible driving experience. Example for 2014 are the several car of the year awards going to the CTS which by the way has the CUE that is criticized over and over again by this forum. Over the past few years, the CTS has set the standard for performance, real automobile performance, for the World as witnessed in several automobile publications with hot laps at the Nürburgring that exceed the performance of any other sedan or wagon in the World. Your phone, computer, Blueray player and TV will not be mentioned in those same articles.



As far as taking the time to really check out a car, if you plan on using more than just the radio or CD player in any car with an Infotainment system then you should plan on learning about it to see if you like it. The days when cars just had radios with 5 pushbuttons on them seem to be over, which is a good thing. You have to do more than take it on a 15 minute test drive if you want to make an informed decision.

This is excellent advice for anyone shopping for a vehicle based upon the technology in the dash rather than exterior styling, color selections, response to driver input and image of having truly great "automobile technology".

georule
12-16-13, 11:46 PM
I do think they need to be able to get to remote delivery of updates rather than dealer updates, but that doesn't mean they won't get there eventually.

It may come to a point of all the car OEMs having to give some thought about whether to integrate basic car functionality like environmental controls with more infotainment functionality likes phones and music in one package if it means they aren't willing to have updates be outside dealer control because of the implications if the thing goes wrong. A Florida/Texas/Arizona owner in summer isn't taking the car back if the A/C isn't working. Neither is a Minnesota/Maine/Dakotas owner in winter if the heater controls don't work.

But for right now, Cadillac is new at this, and I suspect they will "get there" on remote delivery/upgrade, tho I wouldn't count on it for 2014 even. Their experience, their team, and their software needs to mature.

inspectorudy
12-17-13, 10:16 AM
I do not have a problem with learning all you can about anything before you buy it but think about an expensive laptop or digital camera and how you already know the basics of what it will do and how the controls worked. The way Cadillac has promoted CUE, to me, tells me that they wanted me to believe that it was going to be similar to the computer that I have used for years and the interaction with it would be similar. It isn't. CUE is like buying a new laptop that does nothing the same way your old laptop did. The hardware is all new and the software is from Mars. Wouldn't all of you who are used to computers and finger flicking smartphones have integrated those same functions into your new design? That one issue would have made CUE so much more user friendly than to start from scratch and make the new owners learn a totally new system. I won't try to convince any other person to my way of thinking but wonder why the other GM divisions decided to not use the quirky CUE hardware and software units.

Cadillac Cust Svc
12-18-13, 09:58 AM
Yes, thank you, Sarah. finally that worked, be aware that it take several seconds for that notification to come up on the phone. My next phone will not be an Android. AND another thing I have to do....make sure the Bluetooth on the phone is OFF when you start the car. Once the system initialization is complete THEN turn on the Bluetooth on your phone. If I leave my phone Bluetooth on by accident, I still get the "Device is Initializing" and I can't correct unless I stop, turn off the engine and restart the car. In a separate minor annoyance, the exterior temperature is still blank on the upper left of the screen, I assume that will need to go to the dealership, unless there is a screen setting I missed?

Hello Chuck_S,

You are welcome. Thank you for updating the thread and letting us know this worked for you. If there are additional vehicle concerns you may have, I recommend working with your dealer towards resolving. We are more than happy to assist throughout that process. If you have additional questions, don't hesitate to contact us via private message.

Sincerely,

Laura M.
Cadillac Customer Care

georule
12-19-13, 12:23 PM
Now that I have an Android 4.1 phone, I'm not seeing the Android+CUE hate issues that others are experiencing. And I do have hundreds of contacts now, because the Facebook app helpfully imported my Friends list (most of whom had phone# associated).

It pairs up and can be used to call in about 15 seconds, with all contacts available (tested this yesterday). I don't have any media on the phone tho, so didn't test that. The call test was thru the CUE control panel, not voice (didn't think to test with voice at the time).

Yplus
12-19-13, 03:51 PM
CUE users, I'm on the cusp of purchasing a 2014 ATS Premium and have been following the CUE discussion (along with the other technical threads) with great attention.

...

Anxious to try the car and CUE, but do NOT want a string of issues that would have the car back in the dealership for tweaks/downloads/repairs on any kind of a regular basis...

Don in Woodbridge, VA

The ATS is the best car in its class hands down. If you don't normally connect iPods or SD-Cards to your vehicle, then by all means don't START with CUE. I have a completely problem free experience now, but it's because I use CUE in a very specific way.

1) Never connect your phone to CUE by a wire. Get a vehicle adapter charger and connect your phone to THAT.
2) Connect over bluetooth ONLY.
3) Use Siri or Google Voice or whatever Voice recognition "assistant" you have on your phone
4) Don't get the Navi, since you have navigation on your phone, that is already connected to bluetooth to CUE.
5) Use the DIC controls instead of the CUE controls whenever possible. The DIC is the unsung hero of the ATS, it just can't do EVERYTHING (but it should be able to!).

Enjoy your ATS and don't forget to trail brake a little, the car LOVES it. ;)