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2019 XTS Prem Lux AWD Phantom Gray/Ebony traded 2017 CT6 Prem Lux AWD Stellar Blk
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Discussion Starter #1
Has anyone with a 2018-2019 XTS had any issues with the CUE screen display defaulting to another display.
I can set my display for Audio and two to three days later the screen display will have defaulted to another display.
It makes no difference what display I setup on the screen, with in a few days it will default to a different display.
This has been going on since I purchased the car. I was also able to duplicate this issue for service with another new 2019 XTS on the lot. The service manger stated that there have been other complaints but so far there has not been a fix.
This is not a major problem just a slight nusiance to have to change the display back to the display that you commonly like.
 

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2019 XTS Prem Lux AWD Phantom Gray/Ebony traded 2017 CT6 Prem Lux AWD Stellar Blk
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Discussion Starter #2
I guess from the lack of response no one else is experiencing this issue of the CUE Screen display defaulting.
 

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2014 XTS Luxury
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Yes, I think CUE has been having issues from its beginning. I have a 2014, and I kept the clock displayed most times. But, it seems to power up to the last screen I used after a few starts. At one time, my instrument panel would revert to its default setting as well. That was correct with an update (after multiple visits to a dealership). From what I have gathered, the clock display may not available any longer.
 

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2019 XTS Prem Lux AWD Phantom Gray/Ebony traded 2017 CT6 Prem Lux AWD Stellar Blk
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Discussion Starter #4
Yes, I think CUE has been having issues from its beginning. I have a 2014, and I kept the clock displayed most times. But, it seems to power up to the last screen I used after a few starts. At one time, my instrument panel would revert to its default setting as well. That was correct with an update (after multiple visits to a dealership). From what I have gathered, the clock display may not available any longer.

Thank you, this information is helpful.
 

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2019 XTS Prem Lux AWD Phantom Gray/Ebony traded 2017 CT6 Prem Lux AWD Stellar Blk
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Discussion Starter #5
My CUE Screen display still continues to default and the default has now become more frequent. What ever APP'S I select from the the short cuts dock will at start up sometimes default to an App from the home page. The longest the display goes without defaulting is two or three days. It may also default several time at start up in a day. It has occasionally defaulted while driving but I think this is just a delay as it happen too a short time after start up.
The service department and Cadillac Executive Referral are having a time trying to pinpoint the nature of the problem. Another advisor has now been assigned to the case and I am suppose to hear back from the service manager and the Cadillac advisor today.
They say the CUE is very complex and consist of several modules. They cannot determine if it is an issue with a module or software. They just installed a new software but that did not addresss this issue. The service manager thinks it may be a problem in the original software.
I have a service manger from another Cadillac dealership who is also checking to see if they have seen this issue or may have someone on their team that might be able to assist with it.
 

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18 XTS Luxury AWD, 06 SRX V6-AWD *** Gone - 08 DTS LuxIII, 87 Brougham d'Elegance
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Only last week did my CUE start doing this. I would not have known that it was an issue, but I had seen your post before ... so I recognized it.

Day after tomorrow, my 2018 XTS Luxury is going into the dealership for the fifth or sixth time (I lose count) since I bought it on 3/30/19. My complaints have been:

*Rattle in the garage door opener housing (twice) - they finally replaced the entire overhead console.
*Sticking button in steering wheel - they replaced the steering wheel.

CUE-related:
* Backup camera lags and the guide lines disappear (in the dealership multiple times with this complaint ... still not fixed) - they say that the system needs time to load and I need to wait 45 seconds after starting the car to put it in reverse. NOTE: There are TSBs on this ... and waiting DOES avoid the guide lines disappearing, but it still lags and looks glitchy. My DTS' $10 aftermarket backup camera was clearer, sharper and never lagged.
* During driving, I pressed the "audio" icon to go to the audio screen ... and my entire system shut down and restarted. Afterwards, my climate said it was off (but wasn't ... it was still blowing A/C) and could not be adjusted. It seemed to reset itself the next morning.
* One morning, whilst driving to work, my CUE screen was blank ... except for the icons across the bottom. Pressing the icons did nothing until about the fourth time ... then the screen "faded in" and was functional.
* last week, it changed the default screen three times ... twice on startup and once very shortly after start up.
* (not sure if CUE-related or related to the outdoor ambient temp sensor) - The display of the outdoor temp is sometimes 20*F off. The other day, it was 96*F outside and my car was parked in the garage. It said 89*F when I started the car and 12 minutes later, it said it was 120*F outside. I live in Portland, OR ... it's NEVER been 120*F here ... not even close. This problem in my car is very common when it's hot outside.


The Service Adviser is great and has been supportive of my gripes. She proposed that my CUE be replaced. Apparently, Cadillac balked and now the car has to go in so they can check it out and see what it's doing for themselves. It goes in 6/19 and they'll have it for a few days; giving me a loaner (again). To show them what I'm seeing, I've been sending them pictures and descriptions via email. I have a feeling they won't see any malfunctions.

I've told them (as if they'd care) that if they cannot get this CUE-related issue fixed, that I'm trading in the car and leaving Cadillac (it's our fourth). I've only owned it for 11 weeks and it's been in the shop so many times. Granted, most of the issues are rather petty ... but it is not indicative of quality.
 

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2019 XTS Prem Lux AWD Phantom Gray/Ebony traded 2017 CT6 Prem Lux AWD Stellar Blk
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Discussion Starter #7
Only last week did my CUE start doing this. I would not have known that it was an issue, but I had seen your post before ... so I recognized it.

Day after tomorrow, my 2018 XTS Luxury is going into the dealership for the fifth or sixth time (I lose count) since I bought it on 3/30/19. My complaints have been:

*Rattle in the garage door opener housing (twice) - they finally replaced the entire overhead console.
*Sticking button in steering wheel - they replaced the steering wheel.

CUE-related:
* Backup camera lags and the guide lines disappear (in the dealership multiple times with this complaint ... still not fixed) - they say that the system needs time to load and I need to wait 45 seconds after starting the car to put it in reverse. NOTE: There are TSBs on this ... and waiting DOES avoid the guide lines disappearing, but it still lags and looks glitchy. My DTS' $10 aftermarket backup camera was clearer, sharper and never lagged.
* During driving, I pressed the "audio" icon to go to the audio screen ... and my entire system shut down and restarted. Afterwards, my climate said it was off (but wasn't ... it was still blowing A/C) and could not be adjusted. It seemed to reset itself the next morning.
* One morning, whilst driving to work, my CUE screen was blank ... except for the icons across the bottom. Pressing the icons did nothing until about the fourth time ... then the screen "faded in" and was functional.
* last week, it changed the default screen three times ... twice on startup and once very shortly after start up.
* (not sure if CUE-related or related to the outdoor ambient temp sensor) - The display of the outdoor temp is sometimes 20*F off. The other day, it was 96*F outside and my car was parked in the garage. It said 89*F when I started the car and 12 minutes later, it said it was 120*F outside. I live in Portland, OR ... it's NEVER been 120*F here ... not even close. This problem in my car is very common when it's hot outside.


The Service Adviser is great and has been supportive of my gripes. She proposed that my CUE be replaced. Apparently, Cadillac balked and now the car has to go in so they can check it out and see what it's doing for themselves. It goes in 6/19 and they'll have it for a few days; giving me a loaner (again). To show them what I'm seeing, I've been sending them pictures and descriptions via email. I have a feeling they won't see any malfunctions.

I've told them (as if they'd care) that if they cannot get this CUE-related issue fixed, that I'm trading in the car and leaving Cadillac (it's our fourth). I've only owned it for 11 weeks and it's been in the shop so many times. Granted, most of the issues are rather petty ... but it is not indicative of quality.
Get ready and strap yourself in for the ride of your life. Eight months now and this issue with my CUE is still unresolved. The most ridiculous thing that I heard from the Cadillac advisor who is assigned to my case today was, " what difference does it make what App is showing on the screen and how much trouble is it for you to have to reach over while driving and change it back to the App you want on the display".
They are still saying that they will try and get with a Cadillac Tech but I am very doubtful. If I have to live with this issue so be it but this is a real joke:gg:
 

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18 XTS Luxury AWD, 06 SRX V6-AWD *** Gone - 08 DTS LuxIII, 87 Brougham d'Elegance
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Get ready and strap yourself in for the ride of your life. Eight months now and this issue with my CUE is still unresolved. The most ridiculous thing that I heard from the Cadillac advisor who is assigned to my case today was, " what difference does it make what App is showing on the screen and how much trouble is it for you to have to reach over while driving and change it back to the App you want on the display".
They are still saying that they will try and get with a Cadillac Tech but I am very doubtful.
That's unbelievable. And that attitude the Adviser has should not be tolerated. Although the Adviser is correct in that it is not difficult to reach over and press an icon to get the screen you want, you should not have to ... the product should work as designed ... not work as long as you perform certain workarounds.

I suppose that's where I'm fortunate. My Adviser is really good at making me feel heard. I realize that she is not all-powerful and therefore, decisions do not solely lie with her. She has been able to get a new overhead console and steering wheel for me when I didn't even ask for it. She simply said it was how the issues needed to be addressed and viola', it was done. I just hope that she can perform the same "magic" with my CUE. My car is also assigned to a particular Tech/Mechanic. He has ridden in the car with me to see/hear concerns and has been pretty good so far with acknowledging them and giving me feedback. All the while, he has been very respectful.

Again, the final decision on fixing this issue may not lie with them and that's where I'm concerned. My Adviser says that she feels the CUE should simply be replaced at this point. The Tech has performed several "updates" on it already, but I don't know his opinion on just replacing the system yet.

I'm also fortunate in that I have two Cadillac dealerships in the metro area. If I begin to feel that one is starting to dismiss me, I can go to the other. I know that won't help if Cadillac, themselves, decide that my system is "normal" and doesn't need replacing ... but it still gives me options of who I can work with at the dealership level.

When I was shopping for my car, I was also considering the Toyota Avalon and the Buick Regal TourX. They're still considerations; although, I'm concerned that if my Cadillac is problematic, the Buick will be, as well. My wife and I have had quite a few Buicks over the years ... some of them have been great and two have been absolute disasters ... so it's a gamble. My wife is supportive of ditching the Cadillac if they can't (read: won't) fix it, so depending on how this goes will make a difference to whether I keep this car. I like my XTS a lot, but when I don't feel I can trust it ... it's time for it to go.
 

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Anytime I move to a new area, I make it a point to meet the local dealership Service Manager. (Remember, their main interactions with customers are negative, so a friendly opportunity to introduce yourself is worth the time.) Whenever I'm at the dealership for anything, I always make it a point to say hi. If I have an issue and the Service Adviser doesn't deal with it after the first chance, I head right over to the Service Manager's office. I've only had to play this card twice, and it's worked each time.

Don't put up with any runarounds. If the dealership can't fix it, they can reach out to the GM Tech Center where a system expert is ready to provide a tech assist and has access to all system-related problems.

The best Service departments have Service Advisers that are techs assigned to desk duty on a rotating basis. Some dealerships just place warm bodies with data entry skills and little or no technical expertise in the seat. Determine what kind of SA you're dealing with and if necessary, read the problem description they submit to the tech before it leaves their screen to ensure they are properly documenting the symptoms you've described. I've had that problem happen more than once, and it's responsible for a lot of, "Could Not Duplicate Customer's Concerns" feedback on the invoice.

Most dealerships insulate the Techs from the customers - preferring to have the Service Manager intervene when emotions are running hot.

You're supposed to be presented with a survey after a dealership visit as well. These are very important. Dealerships are rated by GM and awards in the form of trips/cash are passed out to the highest rated shops in a region accordingly. Any professional Service Manager wants you to be satisfied with your experience. Let them know ASAP if you aren't.

CCC
 

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2019 XTS Prem Lux AWD Phantom Gray/Ebony traded 2017 CT6 Prem Lux AWD Stellar Blk
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Discussion Starter #10
That's unbelievable. And that attitude the Adviser has should not be tolerated. Although the Adviser is correct in that it is not difficult to reach over and press an icon to get the screen you want, you should not have to ... the product should work as designed ... not work as long as you perform certain workarounds.

I suppose that's where I'm fortunate. My Adviser is really good at making me feel heard. I realize that she is not all-powerful and therefore, decisions do not solely lie with her. She has been able to get a new overhead console and steering wheel for me when I didn't even ask for it. She simply said it was how the issues needed to be addressed and viola', it was done. I just hope that she can perform the same "magic" with my CUE. My car is also assigned to a particular Tech/Mechanic. He has ridden in the car with me to see/hear concerns and has been pretty good so far with acknowledging them and giving me feedback. All the while, he has been very respectful.

Again, the final decision on fixing this issue may not lie with them and that's where I'm concerned. My Adviser says that she feels the CUE should simply be replaced at this point. The Tech has performed several "updates" on it already, but I don't know his opinion on just replacing the system yet.

I'm also fortunate in that I have two Cadillac dealerships in the metro area. If I begin to feel that one is starting to dismiss me, I can go to the other. I know that won't help if Cadillac, themselves, decide that my system is "normal" and doesn't need replacing ... but it still gives me options of who I can work with at the dealership level.

When I was shopping for my car, I was also considering the Toyota Avalon and the Buick Regal TourX. They're still considerations; although, I'm concerned that if my Cadillac is problematic, the Buick will be, as well. My wife and I have had quite a few Buicks over the years ... some of them have been great and two have been absolute disasters ... so it's a gamble. My wife is supportive of ditching the Cadillac if they can't (read: won't) fix it, so depending on how this goes will make a difference to whether I keep this car. I like my XTS a lot, but when I don't feel I can trust it ... it's time for it to go.
This was not the service department advisor but the Cadillac Customer Service advisor that was assigned to my case. Yes, I could and do reach over and change to the app that I would like but after 8 months that is getting old.
The service department manger just called and said that the CUE Screen Display just defaulted on the 2019 XT4 3,000 miles that he is driving.
 

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18 XTS Luxury AWD, 06 SRX V6-AWD *** Gone - 08 DTS LuxIII, 87 Brougham d'Elegance
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Anytime I move to a new area, I make it a point to meet the local dealership Service Manager. (Remember, their main interactions with customers are negative, so a friendly opportunity to introduce yourself is worth the time.) Whenever I'm at the dealership for anything, I always make it a point to say hi. If I have an issue and the Service Adviser doesn't deal with it after the first chance, I head right over to the Service Manager's office. I've only had to play this card twice, and it's worked each time.

Don't put up with any runarounds. If the dealership can't fix it, they can reach out to the GM Tech Center where a system expert is ready to provide a tech assist and has access to all system-related problems.

The best Service departments have Service Advisers that are techs assigned to desk duty on a rotating basis. Some dealerships just place warm bodies with data entry skills and little or no technical expertise in the seat. Determine what kind of SA you're dealing with and if necessary, read the problem description they submit to the tech before it leaves their screen to ensure they are properly documenting the symptoms you've described. I've had that problem happen more than once, and it's responsible for a lot of, "Could Not Duplicate Customer's Concerns" feedback on the invoice.

Most dealerships insulate the Techs from the customers - preferring to have the Service Manager intervene when emotions are running hot.

You're supposed to be presented with a survey after a dealership visit as well. These are very important. Dealerships are rated by GM and awards in the form of trips/cash are passed out to the highest rated shops in a region accordingly. Any professional Service Manager wants you to be satisfied with your experience. Let them know ASAP if you aren't.

CCC
Good advice.

I feel as though the service department at this dealership is not putting Techs in rotation. A new-hire they've been training lately seems brand new to the automotive field. That said, my Service Adviser seems quite knowledgeable and recently moved here from Idaho ... perhaps, she was a Tech there. Either way, I feel pretty comfy working with her.

I've also employed my mother's philosophy of "you catch more flies with honey ... ". Any time I've had issues (especially with having my car act up ON MY WAY HOME from the dealership), I've just called and told her that the issue seems to still be present. That has gone a long way towards us working together, rather than being at odds. Inside, I've wanted to set it off ... but doing that in the past seems to get me nowhere.
 

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Discussion Starter #12
This was not the service department advisor but the Cadillac Customer Service advisor that was assigned to my case. Yes, I could and do reach over and change to the app that I would like but after 8 months that is getting old.
The service department manger just called and said that the CUE Screen Display just defaulted on the 2019 XT4 3,000 miles that he is driving.
Update:
I just received word that my case has been sent to the engineering department and I will be notify as soon as they report back to the Cadillac advisor.
 

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2019 XTS Prem Lux AWD Phantom Gray/Ebony traded 2017 CT6 Prem Lux AWD Stellar Blk
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Discussion Starter #13 (Edited)
Update:
I just received word that my case has been sent to the engineering department and I will be notify as soon as they report back to the Cadillac advisor.
I received word today that my case has now been forwarded to the Cadillac brand- specific Infotainment quality Group:eek:hthedrama:
 

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It’s hard to believe in this day and age a manufacturer can’t figure out what’s wrong with a product.
Let’s hope they figure this out for you.
 

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I have to believe the techs at a dealership, any dealership would fix it in a heartbeat if they knew how. Unfortunately, even under warranty they won't let them throw parts at it! Somewhere inside Cadillac there is an engineer/technician that knows exactly what is wrong and can fix this problem.

I have had a new car (Chrysler) replaced using the lemon law in Kentucky. Once I got to the person that made the decision it only took two days.
I did have to listen to a lot of BS, obfuscation, more BS, denials, and one outright lie from folks at the dealer. This went on all the way to regional HQ.

One point I learned. The dealer will sometimes try to keep a service ticket open for the same problem. When the service/part replacement is complete and you leave the service dept. the ticket should always be closed even if the problem is not resolved. If not, the vehicle could have been there 4 times and the corporate folks only see one service visit. Just put yourself in the position of the regional service manager. Do I help the guy that's been there once, or the person that's been there 4 times with the same problem? Your dealer can also use that as leverage too.
 

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I have to believe the techs at a dealership, any dealership would fix it in a heartbeat if they knew how. Unfortunately, even under warranty they won't let them throw parts at it! Somewhere inside Cadillac there is an engineer/technician that knows exactly what is wrong and can fix this problem.

I have had a new car (Chrysler) replaced using the lemon law in Kentucky. Once I got to the person that made the decision it only took two days.
I did have to listen to a lot of BS, obfuscation, more BS, denials, and one outright lie from folks at the dealer. This went all the way to regional HQ until I got to that point.

One point I learned. The dealer will sometimes try to keep a service ticket open for the same problem. When you leave the service dept. the ticket should always be closed. If not, the vehicle could have been there 4 times and the corporate folks only see one visit.
I did not know that ... about the ticket remaining open v. being closed. Good point.

I just got notification from my Adviser last night that they are going to replace my "radio control assembly" and see if that fixes my car's problem. I don't even know what that part is, but apparently, they won't get it until Tuesday and will let me know more then.
 

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Discussion Starter #17 (Edited)
Good advice.

I feel as though the service department at this dealership is not putting Techs in rotation. A new-hire they've been training lately seems brand new to the automotive field. That said, my Service Adviser seems quite knowledgeable and recently moved here from Idaho ... perhaps, she was a Tech there. Either way, I feel pretty comfy working with her.

I've also employed my mother's philosophy of "you catch more flies with honey ... ". Any time I've had issues (especially with having my car act up ON MY WAY HOME from the dealership), I've just called and told her that the issue seems to still be present. That has gone a long way towards us working together, rather than being at odds. Inside, I've wanted to set it off ... but doing that in the past seems to get me nowhere.

Quote Originally Posted by ccclarke View Post
Anytime I move to a new area, I make it a point to meet the local dealership Service Manager. (Remember, their main interactions with customers are negative, so a friendly opportunity to introduce yourself is worth the time.) Whenever I'm at the dealership for anything, I always make it a point to say hi. If I have an issue and the Service Adviser doesn't deal with it after the first chance, I head right over to the Service Manager's office. I've only had to play this card twice, and it's worked each time.

Don't put up with any runarounds. If the dealership can't fix it, they can reach out to the GM Tech Center where a system expert is ready to provide a tech assist and has access to all system-related problems.

The best Service departments have Service Advisers that are techs assigned to desk duty on a rotating basis. Some dealerships just place warm bodies with data entry skills and little or no technical expertise in the seat. Determine what kind of SA you're dealing with and if necessary, read the problem description they submit to the tech before it leaves their screen to ensure they are properly documenting the symptoms you've described. I've had that problem happen more than once, and it's responsible for a lot of, "Could Not Duplicate Customer's Concerns" feedback on the invoice.

Most dealerships insulate the Techs from the customers - preferring to have the Service Manager intervene when emotions are running hot.

You're supposed to be presented with a survey after a dealership visit as well. These are very important. Dealerships are rated by GM and awards in the form of trips/cash are passed out to the highest rated shops in a region accordingly. Any professional Service Manager wants you to be satisfied with your experience. Let them know ASAP if you aren't.


This is all well and good as I handle things pretty much the same too but unfortunately it does not always work. This is especially true when issues are complicated as IMO service departments nor Cadillac do well when it comes to complicated issues. For them it seems as though it is much easier to say unable to duplicate the customers concern, performs as designed and normal characteristic of the car, than to properly address the issue. This is what they did with both the 8L90 and 8L45 transmission issue and they are trying to pull the same stunt with the CUE.
All to often the customer is made to feel like they are dummer than a bunch of rocks. If Cadillac would spend more time listening to the customer and properly addressing issues opposed to looking for scape goats and easy ways out they just might be able to get more done and sell more cars.
My recent concern has gone from service to the Cadillac Engineering department and now going on two weeks has been forwarded to the Cadillac Brand Specific Infotainment Quality Group. Here is the deal Cadillac knows the CUE has issues that they tried to resolve with this updated CUE and going with a new vendor and after all of this the CUE is still problematic.
 

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Discussion Starter #18 (Edited)
I received a request from the Cadillac advisor requesting the build number of my CUE. That request was followed by the service manger asking that I bring the car over to him as he had spoken the an engineer from the infotainment department wanting the same.
The service manager said the engineer stated that he was well aware of this particular issue with the CUE. The service manger believes that they are looking at a programing issue as being the source of the problem and a new program might be the resolve.
The good things is they appear to be on it and taking this issue seriously.

Three of us in service this morning and we were all driving Phantom Grey color cars:cool:
 

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I just got my car back from the dealership for the CUE-related issues (see my post above) the day before yesterday.

They replaced my Radio Control Module to address the CUE issues. I don't know enough about the CUE/Radio system to know whether that will actually address the issues.

They also replaced the ambient temp sensor for the temp-related issue (the old one somehow had a broken tab or pin or something which turned the sensor toward the engine; resulting in it reading higher temps).
 

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Discussion Starter #20
I just got my car back from the dealership for the CUE-related issues (see my post above) the day before yesterday.

They replaced my Radio Control Module to address the CUE issues. I don't know enough about the CUE/Radio system to know whether that will actually address the issues.

They also replaced the ambient temp sensor for the temp-related issue (the old one somehow had a broken tab or pin or something which turned the sensor toward the engine; resulting in it reading higher temps).
Is there a part number for the Radio Control Module on your service repair order.?
 
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