Cracked CUE display
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Cadillac XTS Forum Discussion, Cracked CUE display in Current Cadillac Vehicle Discussion; I took my XTS in for regular service and to take care of a recall and when I picked it ...
  1. #1
    Edjeeg is offline Cadillac Owners Member
    Automobile(s): 2013 XTS, 2013 Escalade Platnum
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    Cracked CUE display

    I took my XTS in for regular service and to take care of a recall and when I picked it up from the dealer (after hours) the glass over the radio/CUE was spider webbed
    from the inside. There is no impact mark or signs of excessive pressure, the outside surface is totally smooth. We are in New Orleans and it was about 95 outside when I picked up the car, so the only thing I can think of is the extreme heat caused it to break from the inside. I have to get the car in to have the dealer look at it and
    hopefully get it fixed thru warranty without a major headache.

    Anyone heard of this happening?

    It's been a rough couple of weeks with my Cadillacs and glass. My Escalade split a windshield sitting still in the driveway. After jumping thru all the hoops Cadillac is
    going to replace it.

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  3. #2
    Cadillac Cust Svc's Avatar
    Cadillac Cust Svc is offline Cadillac Customer Service
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    Re: Cracked CUE display

    Quote Originally Posted by Edjeeg View Post
    I took my XTS in for regular service and to take care of a recall and when I picked it up from the dealer (after hours) the glass over the radio/CUE was spider webbed
    from the inside. There is no impact mark or signs of excessive pressure, the outside surface is totally smooth. We are in New Orleans and it was about 95 outside when I picked up the car, so the only thing I can think of is the extreme heat caused it to break from the inside. I have to get the car in to have the dealer look at it and
    hopefully get it fixed thru warranty without a major headache.

    Anyone heard of this happening?

    It's been a rough couple of weeks with my Cadillacs and glass. My Escalade split a windshield sitting still in the driveway. After jumping thru all the hoops Cadillac is
    going to replace it.
    Hello Edjeeg,
    I hope I am not reaching out to you too late! Were you able to get your CUE screen fixed by your local dealership? If you are still in need of assistance, please let me know. I would be happy to help. Either way, I would like to know how things are going with the vehicle.

    Katie O.
    Cadillac Customer Care

  4. #3
    Db1111's Avatar
    Db1111 is offline Cadillac Owners Member
    Automobile(s): Xts
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    Re: Cracked CUE display

    Check ATS Forum.....
    There's a thread about a spider cracked cue screen..

  5. #4
    Edjeeg is offline Cadillac Owners Member
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    Thread Starter

    Re: Cracked CUE display

    The dealer replaced the unit, no questions asked

  6. #5
    carlos464 is offline Cadillac Owners Member
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    Re: Cracked CUE display

    I just discovered the same problem on my 2014 CTS V-Sport. Dealer says they have to look at it first to see if its covered by warranty. My fear is they will try to claim I broke it.

  7. #6
    FLCadillacGuy is offline Cadillac Owners Member
    Automobile(s): 2014 CTS and 2014 SRX
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    Re: Cracked CUE display

    I just discovered the same issue on my cts when I cam out of work today the crack is on top right cover inside the glass. Carlos did the dealer fix yours?

  8. #7
    Cadillac Cust Svc's Avatar
    Cadillac Cust Svc is offline Cadillac Customer Service
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    Re: Cracked CUE display

    Quote Originally Posted by FLCadillacGuy View Post
    I just discovered the same issue on my cts when I cam out of work today the crack is on top right cover inside the glass. Carlos did the dealer fix yours?
    Hello FLCadillacGuy,

    I'm sorry to learn you are experiencing concerns with your CUE display. Please let me know if I can provide an additional layer of support while you're working with the dealership. Just send me a private message with your full contact information, VIN, mileage and the name of your dealership.

    Katie O.
    Cadillac Customer Care

  9. #8
    pictel_fc is offline Cadillac Owners Member
    Automobile(s): ATS
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    Re: Cracked CUE display

    Hi Guys,

    New ATS owner here. Love the car, coming out of a BMW 3 series, which is a great car as well. I've had my car about two weeks and the CUE screen has also cracked. I went in to work in the morning, the screen was fine, and came out to the car later in the afternoon and the screen had spider cracked around the edges. Car is parked out in a sunny parking lot all day, but was only 85 degrees out when I got back in to drive home. That's not terribly hot, but I have to assume that contributed to the cracking. I've set up an appointment for next week, to have it looked at, we'll see what they say. I'll follow up after the visit.

  10. #9
    Kcm8055 is offline Cadillac Owners Member
    Automobile(s): 2014 cts
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    I am having the same issue with my 2014 cts. I went into the store and came out 10 min later and noticed the inside display is cracked in a spiderweb. The dealership said they will not replace it because it looks like it was hit with something. There is no sign of anything that hit it. The outside screen has no impact, scratch or anything. They said they can replace it for $1500. This is crazy. Any help would be appreciated!!

  11. #10
    randy1911 is offline Cadillac Owners Member
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    Re: Cracked CUE display

    I work in electronics depending on how the lcd was installed and the temperature of the back side of the lcd and the out side of the lcd heat or cold can cause cracking. Along with just someone hitting the thing. Look at point of impact if there is any, if not look at weather temperature of car in relation to outside and/or air conditioning. Spiderwebbing is rare when it comes to heat or cold related cracking but if the lcd was glued in place and the weakest point was the center of the spiderweb, the glue would cause a ripple which would lead to spiderwebbing due to there is no where for the stress related breakpoint to travel to release the stress so it traveled in all directions. Sorry for the nerd response but I hope you understand you can have a spiderweb without an impact point on rare occasions

  12. #11
    Larryp26 is offline Cadillac Owners Member
    Automobile(s): 2014 Cadillac CTS Luxury
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    Re: Cracked CUE display

    I am having the same issue with my 2014 Cadillac Cts. I have owned mine for three months, and it is covered by bumper to bumper warranty. But I am also concerned that the service department will try to claim I broke or hit the screen, and this is not the case, My screen has started spider webbing on both sides much worse on the left side than the right. Any help would be greatly appreciated.

  13. #12
    zoki.mbolekwa is offline Cadillac Owners Member
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    Re: Cracked CUE display

    One more cracked CUE screen. Semi-circular cracks were first ween on the left side and then after three days, the same appeared on the right side. I do have an appointment at Ed Morse Cadillac Brandon tomorrow and hopefully, they will resolve this time. I also have problems with my liftgate (2014 SRX); when I depress the button to open the lift-gate, I hear two quick clicks and cannot open the gate. I have to try several times to beat the second click. Hopefully, this item will also be resolved.

  14. #13
    Cadillac Cust Svc's Avatar
    Cadillac Cust Svc is offline Cadillac Customer Service
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    Re: Cracked CUE display

    Quote Originally Posted by zoki.mbolekwa View Post
    One more cracked CUE screen. Semi-circular cracks were first ween on the left side and then after three days, the same appeared on the right side. I do have an appointment at Ed Morse Cadillac Brandon tomorrow and hopefully, they will resolve this time. I also have problems with my liftgate (2014 SRX); when I depress the button to open the lift-gate, I hear two quick clicks and cannot open the gate. I have to try several times to beat the second click. Hopefully, this item will also be resolved.
    Hello zoki.mbolekwa,

    I am sorry to hear about each of these concerns with your SRX, but it is good to know that you will be working with the dealership to resolve them. Please let us know how the visit goes, and feel free to PM us if you require any additional assistance moving forward with this process.

    Have a great day,

    Austin J.
    Cadillac Customer Care

  15. #14
    mjstowe is offline Cadillac Owners Member
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    Re: Cracked CUE display

    Same thing just happened to me. I came out of work this afternoon and saw round type spider web cracks coming from the left side of the screen (see attached image). I did not do anything to cause this. I have written the dealership since I am 120 miles away from them. I have had small cracks show up on the black plastic at different times as well. Kind of a bad setup from Cadillac if you ask me.
    Attached Images

  16. #15
    mjstowe is offline Cadillac Owners Member
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    Re: Cracked CUE display

    Quote Originally Posted by mjstowe View Post
    Same thing just happened to me. I came out of work this afternoon and saw round type spider web cracks coming from the left side of the screen (see attached image). I did not do anything to cause this. I have written the dealership since I am 120 miles away from them. I have had small cracks show up on the black plastic at different times as well. Kind of a bad setup from Cadillac if you ask me.
    Update on this: 15 minutes after sending a contact email to Cadillac dealership, they called me. Brian said to drop car off and they will replace it right away. He said I could drop it off on a Saturday if needed and just take a loaner back to my town for a few days while they get it fixed. Good service from Massey Cadillac in Garland TX.

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