: Voice command problem - Anyone else?



gibwej
04-02-13, 12:40 PM
Just picked up my 2.0T ATS last week. Having a problem with CUE and voice commands. When I say "call (contact name)" or "Play (song name, band name, etc...)" and the system finds more than one matching name, the system seems to malfunction. It either displays the list and does not recognize when I say the number (as directed by Cue), or it says to choose a number from the list and never displays the list. I searched the forums and haven't found a similar issue. Anyone else having this problem?

Chris Shillinger
04-02-13, 05:25 PM
Call your dealer or call the specialized Infotainment Customer Support Group at 855-428-3669

Linda in JAX
07-20-13, 05:41 PM
I got my 2013 XTS Platinum 2 weeks ago. The voice recognition is terrible. I saved 3 contacts to the car. When it couldn't recognize a short name ["Tom"] I made it longer ["Tom mobile"]. The system has no idea what I am saying. It hears numbers well enough. Just not words. I called the Infotainment Customer Support Group at 855-428-3669. The agent was very nice and walked me thru a 15 minute reset. No improvement. She's going to set up a call with the service adviser at my dealership and let them know what steps we took so far and arrange for the dealership to make sure the latest updates are installed. I asked her if she really believed - in her heart of hearts - that the system would ever be capable of understanding my voice commands. She said she was sure we'd get there But, she didn't promise me her first born child or anything else worth diddly. We'll see.

My brother's Sierra is just as bad. On the other hand, his Honda Civic's voice recognition system works like a dream by comparison. It makes me think that we backed the wrong horse here with the GM voice recognition. If they cannot deliver a working system, then just don't pretend to offer one and put in one which functions so poorly that people just give up on it. That's the same as nothing.:tisk:

inspectorudy
07-20-13, 06:02 PM
Linda, I believe that you will become like most of us and just ignore the voice command system. Ford's first iteration was also a miserable failure but their new one is supposed to be a lot better. Don't hold your breath waiting for a fix. I am impressed with the Iphone Siri system and how it does not need a prompt or a heads up to understand your questions. It also doesn't give you a stupid tutorial every time you engage it.

Cadillac Cust Svc
07-21-13, 05:51 PM
Hello gibwej,

Did you you ever contact our CUE team or contact a dealership with the concern you were experiencing? Please keep us updated on the outcome of either scenario.

Hello Linda in JAX,

I apologize that you are experiencing the same issue with your CUE system. I do see that the agent is assisting you with getting an appointment made with the dealership. Please keep us updated on the outcome of that visit. Thank you for your input. I will make sure I document it and pass it along to the right people. Thank you very much for your time, we will be looking for your future updates.

Gregory W.
Cadillac Customer Care

Linda in JAX
07-26-13, 08:45 PM
Hi Gregory,

Thank you for taking the time to look up my incident and to respond on the forum. I have been to the dealership and that was some help, but not much. The voice recognition is still unreliable and the service writer was chuckling as she tried to get it to understand. She got it to call "Tom Mobile", but "Home" was out of the question and "Lin Cell" also beyond Cue's comprehension.

I was luckier with the nav system. It found the dealership location using the command "Cadillac Dealership" providing me with a list to pick from and then pressing GO. On the way home the nav system located a Starbucks using the same process. But, once I pick the location from the list, why do I have to press GO as well? We all know that is where I want to GO. It increases the seconds that my eyes are not on the road. And -while ideally- we'd all program the nav before we start rolling, from a practical perspective, that's not always going to happen.

The service visit raised another question:

You may not be able to help me with this but maybe you can point me to someone who can help. I have almost 600 OnStar minutes. I'd love to be using them. But when I press the phone button on the rear view mirror, I can connect to the OnStar phone only if my smart phone is turned off or if I disable the Bluetooth.

The Cadillac Infotainment Customer Support specialist had the nerve to say that it works that way because the OnStar minutes should only be used when you forget to bring your cell phone or your cell phone battery is dead, etc. Please - I want full access to the device of my choice. I have already paid for the minutes and they will be forfeited at renewal if I don't buy more and roll the current minutes over. I want to be able to use them easily

My car is the 2013 XTS Platinum

Is there a way to select which phone I want to use - without having to turn off Bluetooth on the smart phone?

Wouldn't it make sense if:
Press OnStar phone button on the rear view mirror - get OnStar phone
Press Cue screen - get smart phone
-OR-
Press either button and let the car ask "OnStar or Samsung"
-OR-
Have a way to define a default set up

Best regards,

Linda in Jax

Cadillac Cust Svc
07-26-13, 09:29 PM
Hello Linda in JAX,

Thanks for responding with an update after you took your vehicle to the dealership. I apologize that the voice recognition system is still unreliable. Could you private message me with your name, contact info, VIN, mileage, dealership you took your vehicle to, and name of the service writer so I can call and talk to her regarding the issue. I am happy to hear that you were luckier with the nav system and I will be sure to document and pass along your input about pressing GO. I will also reach out to the Infotainment support tomorrow to confirm that calling from OnStar only works if your phone is not connected and get back to you regarding that since I do see your frustration at not being able to use those minutes that you paid for. Thank you very much for responding, I will be messaging you privately tomorrow.

Gregory W.
Cadillac Customer Care

inspectorudy
07-26-13, 10:40 PM
Gregory, I do not understand the private message thig. We are all having the same problems with the voice recognition system so why make it private. The OnStar problem also affects all of us so there too it should be a public message. Can you get it across to the CUE people that we all have learning curves and as we get better responses from the system we move ahead. Why does CUE stay at the entry level and never move to a higher level of recognition? I mean the tutorial and the long winded responses seem to be infantile after a couple of months of use. Without getting negative about CUE it seems to me that there should have been a beta model that GM used on NORMAL people who tested and used it to get the bugs and road blocks out of it. Was there? Is there anything we can hope for that will give us a system that is even minimally usable? Will there be an announcement that the BIG update that cures all of these issues is coming soon? I remember when I found out the truth about Santa, Easter bunny, tooth fairy and Superman. Please don't tell me that CUE is in this group.

Cadillac Cust Svc
07-26-13, 11:47 PM
Hello inspectorrudy,

We interact in private messages because there may need to be private information exchanged and we do this to protect our customer’s privacy. It is also to ensure the fact that we are looking at our customer’s cases on a case by case basis. I apologize that the CUE system has not been satisfactory to you. I have made sure I have documented your concerns and input regarding the CUE and passed it along to the correct group within our organization. We are working every day to try and improve our system and resolve bugs. We also document our interactions and concerns so that they are accessible to our organization. Thank you very much for reaching out to us with your input.

Gregory W.
Cadillac Customer Care

Hoosier Daddy
07-27-13, 11:34 AM
Gregory, I do not understand the private message thig. We are all having the same problems with the voice recognition system so why make it private.


Hello inspectorrudy,

We interact in private messages because there may need to be private information exchanged and we do this to protect our customerís privacy.
Just in case it hasn't occured to someone, customers can certainly post what they are told by customer service. So if anything important doesn't get posted, I'd be more upset with the customer who is not prevented from posting by some legal department guidelines.

inspectorudy
07-27-13, 05:58 PM
No problem with the lawyers et al just trying to keep up with what others are experiencing and the solutions if any that they receive. I personally have so many unused OnStar minutes that I now call them and have them load the nav route for me or I will lose the minutes at the end of the year. They can also find the nearest gas station and restaurant if I need it without a verbal duel with CUE. Just a thought for those who are like me and have a lot of OnStar minutes to use up.

CDN XTS
07-28-13, 09:34 PM
No problem with the lawyers et al just trying to keep up with what others are experiencing and the solutions if any that they receive. I personally have so many unused OnStar minutes that I now call them and have them load the nav route for me or I will lose the minutes at the end of the year. They can also find the nearest gas station and restaurant if I need it without a verbal duel with CUE. Just a thought for those who are like me and have a lot of OnStar minutes to use up. I totally agree with your comment on posting info by GM (Obviously if it's includes a very private issue, that's another story. Anyway, you lost me here. Why would you need minutes to "phone" OnStar. What am I missing here? Would you not just use the normal OnStar connect button to obtain their help/service being part of the not rather low service fee? (Also have well over 500 minutes but using them when not needed? - I do try to use them now sometimes for some L/D calls rather then using my home phone).

inspectorudy
07-28-13, 09:57 PM
You might be right that the service fee covers all of the items that I mentioned but I was under the impression that when they supplied some of them that they used your phone minutes. If not then make more phone calls using their phone minutes. I think when you press the telephone symbol for OnStar you are using minutes but I could be mistaken. I like the OnStar service especially when trying to enter a new address while on the move, passenger or not, but they do charge an excessive fee for the basics.

jeffpaletz
07-28-13, 10:47 PM
I've actually been quite impressed by the voice recognition. I'd say it works 90% of the time when I tell it to call people and about 80% of the time when I tell it to play songs or artists on my SD Card. I've learned when I want to use the voice recognition system to put the fan on low or make sure to reduce any noise from other people talking or open windows. I've also found that voice recognition fails when the car is first started and the system is indexing data. If I wait 2-3 minutes then voice recognition works well. If a contact has both a work, mobile and home phone and I want to call their mobile phone I just say Call Steve on Mobile and it works properly nearly every time. If I say Call Steve, then it asks which number to call.

I've experimented with it to learn how slow or fast to talk which also helps. Talking too slow can be a problem just as talking to fast can. I suggest that you park your car and try giving it some voice commands and practice with it. You will most likely find what works best for you as far a how loud and how fast to talk.

CDN XTS
07-29-13, 12:23 AM
You might be right that the service fee covers all of the items that I mentioned but I was under the impression that when they supplied some of them that they used your phone minutes. If not then make more phone calls using their phone minutes. I think when you press the telephone symbol for OnStar you are using minutes but I could be mistaken. I like the OnStar service especially when trying to enter a new address while on the move, passenger or not, but they do charge an excessive fee for the basics. I don't believe you use up minutes that way. Easy to check, just ask the OnStar system to check your minutes before and after a "normal" OnStar service, e.g. not a specific phone call using a telephone number. I believe you will find that your number of minutes have not changed.

inspectorudy
07-29-13, 11:45 AM
I do use the OnStar phone when I think about it. It is truly one a button phone with no voice recognition problems. I can even leave my AC fan on any setting I want or have the window down and they always hear what I say. Maybe CUE could route all its commands through OnStar and the voice recognition problem would be over.

OnStar Advisor
07-29-13, 03:02 PM
Hello all,

I just wanted to provide a little clarification.

The OnStar Hands-Free-Calling phone is connected by pressing the phone icon button on the OnStar mirror. It should answer with 'OnStar Ready.' Then you can say "Call" (for nametags stored manually), or "Dial" (to dial a phone number). Using your Bluetooth phone does not count towards your OnStar Hands-Free Calling minutes. Also, pressing the OnStar or Emergency buttons for directions or assistance will not use any minutes.

When a Bluetooth phone is connected to the vehicle, outgoing calls placed using the steering wheel Push To Talk button automatically utilize your Bluetooth phone. Bluetooth for Phone audibly identifies which phone is making the outgoing call by providing the phone nametag stored during the pairing process. If there are no paired Bluetooth phones connected, using the steering wheel Push To Talk button automatically uses OnStar Hands-Free Calling* to make an outgoing call.

I hope this helps. I'd be happy to answer other specific questions, just let me know.

-Jessica, OnStar Advisor
Social Media Team

flycaster
07-30-13, 04:18 PM
Don't use OnStar, but certainly have comments about the voice answering system. A previous poster said that Voice was about 80-90% accurate. Well, I think that this is equal to just about unacceptably accurate and as well as a huge danger factor. That is, because of its inaccuracies (bluetooth calls and navigation instructions), it causes us to continue trying to get the proper response. This in turn can "take our minds off the road," perhaps leading to a loss of concentration as we try not to laugh at the responses.

Now, in all honesty, please don't bother referring me to the dealer or to CUE help, as it is quite obvious that they are not the ones to help. Too many folks have been reporting these problems to think that "holding" our hands is going to do any good. Cadillac should take their heads out of the sand and just do something useful to improve Voice's functionality.

Unfortunately, a fix will probably take a very long time if Caddy continues to copy BMW. As one example, I'm referring to BMW's huge time delay in doing something about such a simple thing as fixing a shorted out rear lights on its E46. All kinds of reports were constantly being given to BMW about rear lights shorting. BMW dealerships' approach (hope Caddy doesn't copy this one) was to replace connectors and at the worst, replace lumes (very, very expensive). As all this was going on, it was reported in BMW enthusiast forums that the problem was due to not having a large enough ground. Thus, a DIY from one of the members came out saying that either replace the ground with a thicker one or just add a second ground. I did the later and it worked fine. BMW came out with a recall a few years later...of course if the connectors weren't fried, BMW simply replaced the ground.

inspectorudy
07-30-13, 05:37 PM
I went in today for a dealer provided oil change and asked the service rep to sit in the SRX with me to go over a couple of things. The red erase X on the address line was one of the issues. If any of you remember my wife had a hell of a time while we driving trying to insert the address in the box. If she made a one digit mistake, easy on the bumpy roads of Atlanta, she could not get the red X to only erase one digit but exited the entire screen. Today the rep found out that the red X has to be tapped on the extreme left side of it to make it work. Otherwise the entire globe icon and exit tag are all the same. The tap had to be literally off to the side of the X. He re-calibrated the screen but said it didn't seem to change anything. The other thing is that even though I had the dealership in the NAV under recent destinations it was on the next page of destinations and was not allowed because of the safety issue. It's funny because the slide list can be accessed in music or other list but not in NAV. Anyway I tried asking CUEtie for "Cadillac Dealer", not understood. Then "New car dealer", not understood. But she she did respond to "Cars" by saying "Non-GM car parts stores". So I figured since she said "GM" I should say "GM Dealers" No go. I asked the rep to try it and he said "Cadillac" and the list of local Caddy dealers popped up. I simply do not see a rational verbiage to this thing. When I want to go to the Atlanta Airport I have to say "Airports", not Atlanta hartsfield-Jackson international airport, and get a list of about twenty to select from. That is generic. But for the Cadillac dealer I had to say the specific instead of generic such as "GM" or "New cars". As they say when the towel has been thrown in, "Oh well".

OnStar Advisor
07-31-13, 05:42 PM
Linda in Jax,

I recently attempted to PM you back but for some reason the message wouldn't send. I'd like to further assist in getting this matter resolved for you. Can you please send me your OnStar account number and contact information?

I hope to hear from you soon.

-Jessica, OnStar Advisor
Social Media Team

RippyPartsDept
07-31-13, 06:16 PM
FYI

new members only get a very limited number of messages available to them in their inbox and outbox
this is to combat against spammers who would sign up and then begin to send PMs to everyone

once a new user passes the introductory period (usually based on interaction on the forum - posts, etc) they will get ten messages between their inbox and outbox
(ten may have changed, but that's what it used to be)

subscribing/supporting members at the normal and platinum levels will have larger inboxes (among other extras afforded to them for contributing financially)

so just remember that when sending a message you may be maxing out your inbox/outbox allotment
that is usually what happens to me when i max out mine ... a few hours later or the next day i will get an email notification from the forum letting me know that so-and-so is trying to send me a PM but can't because my inbox/outbox is full

you will have to go in there and delete some or all of them from time to time

Linda in JAX
07-31-13, 07:51 PM
Gregory, I do not understand the private message thig. We are all having the same problems with the voice recognition system so why make it private. The OnStar problem also affects all of us so there too it should be a public message. Can you get it across to the CUE people that we all have learning curves and as we get better responses from the system we move ahead. Why does CUE stay at the entry level and never move to a higher level of recognition? I mean the tutorial and the long winded responses seem to be infantile after a couple of months of use. Without getting negative about CUE it seems to me that there should have been a beta model that GM used on NORMAL people who tested and used it to get the bugs and road blocks out of it. Was there? Is there anything we can hope for that will give us a system that is even minimally usable? Will there be an announcement that the BIG update that cures all of these issues is coming soon? I remember when I found out the truth about Santa, Easter bunny, tooth fairy and Superman. Please don't tell me that CUE is in this group.

OK gang - here is the info that I got in a private post from GM regarding OnStar phone access vs Bluetooth access:

You are able to access your OnStar minutes while still having your phone connected. If you are using the steering wheel controls if you press it, it will go to Bluetooth. If you double tap, or hold that button down for an extended time, it will connect to your OnStar minutes. To be sure that you are using the OnStar minutes, using the phone button on the mirror is the best way. She also stated that if that doesn't work, like you are experiencing, that you should make an appointment with the dealership because there is a bulletin out regarding this.

And, I have tried pressing the OnStar phone button on the rear view mirror and it did connect me to my Bluetooth smartphone. So, it's now on me to get the car into the dealership to get the update related to the bulletin.

inspectorudy
08-01-13, 12:50 AM
I am beginning to think that the "U" in CUE stands for update.

flycaster
08-01-13, 09:25 AM
I am beginning to think that the "U" in CUE stands for update.

Well said, but you left out the "now!"

inspectorudy
08-08-13, 12:42 AM
My wife and I recently changed phones to Iphone 4S's and we have both learned to use Siri whenever we need something while we are out. I needed to rent a Uhaul truck to take my daughter's college junk home. We were in a Barnes & Noble's book store having coffee and I asked Siri where the two closest Uhauls were. Within less than a minute they were on the screen with addresses and phone numbers. Is there any reason that the voice command system in CUE could not operate like this? Siri understands us almost 100 % of the time. I don't get it.

glenroebuck
08-08-13, 11:17 PM
Siri is internet connected - it sends out what you asked and back end computers what that have very sophisticated models to recognize what you are asking to return directions, web links etc. Quite honestly I am impressed with the in car voice to the point if I say Play bring it on home it knows I want scissor sisters bring it on home on my sd card.