[Rak76]

I purchased my 2021 XT6 in late March. Soon after purchase I noticed an engineering flaw with the backup camera. When backing out of the garage, the backup camera screen was in the dim mode and headlights were on due to low light conditions. When I backed out into sunlight, the headlights immediately turned off, but the backup camera screen remained in the dimmed mode for about 30 seconds. On a sunny day the backup camera screen in the dim mode can not be seen due to glare. Under these conditions you could only rely on mirrors for rear vision, clearly not ideal. I took my car to the dealer 2 weeks after purchase to investigate this problem. The initial reply from the service manager was that this was "normal" operation. I emphasized that this was a flawed design and a clear safety risk due to lack of backup camera vision on a sunny day when backing out of the garage. The service manager then contacted GM and was told they were aware of the problem, I was the 2nd XT6 owner to report the problem, and there was at that time no fix for the problem. At that time I also reported the problem to Cadillac customer service and a case was opened to investigate the problem.

Over the next several weeks I also noticed that the brakes were noisy with vibrations when starting out. The brake noise subsided after 7-8 braking episodes, and after that the brakes seemed to operate normally. I did not immediately report this as I thought it might be a break in issue. However, over time it became clear the noisy brakes issue occurred every time I started out on a new drive. A few weeks ago I made an appointment for the dealer to inspect the brakes and determine if the problem could be resolved. It was interesting when I first discussed the noisy brakes over the phone with a service manager, he said it was just moisture on the brakes. I couldn't believe he said that. I suspected he wanted me to accept the problem as normal and go away. In the time between that discussion and taking the car in for the brake inspection, I searched the internet and of course found several reports of noisy brakes, and it was clear GM was aware of the problem. It has been reported that the composition of the brake pads is responsible for the brake noise, so new brake pads are needed. I also reported the brakes problem to Cadillac customer service. They took the information in but would not confirm to me that it was a known problem (but I was pretty sure they were aware).

When I arrived at the dealer service department to have the brakes inspected, a different service manager immediately said that GM was aware of the noisy brakes problem and they were planning to have a fix available by the end of June. In addition, I was also told that GM was aware of the backup camera issue and were also planning a fix for this by the end of June. At the time of this writing, I have been informed by the dealer service department that a solution for the noisy brakes has been found, and replacement brake pads for my car have been ordered. No word yet on the backup camera problem.

During the course of addressing these issues I was generally disappointed about the level of feedback and communication from Cadillac customer service and the dealer. At no time did I have any communication that acknowledged my concerns after I first reported the issues, nor were any updates provided on the status of a fix. And of course at no time did anyone from Cadillac say, "sorry you are having problems with your new car." Always felt like I was fighting to be heard, and the dealership tried to fall back on the "normal operation" excuse far too often, hoping I would accept inferior quality as normal. Cadillac customer service would only take information in, but would never provide status of any planned fix. It became my belief that Cadillac customer service viewed their primary role was to protect Cadillac, vs actually helping customers address and sort out real problems with their new cars.

While I think these problems are model wide for the XT6, it is unclear to me if Cadillac will move to fix all cars, or only provide fixes on cars for customers who report complaints. If you have an XT6 with these problems and have not yet reported to your dealer, I suggest you do.

 

[Rak76]

New brake pads were installed last week. The new brake pads solved the braking noise problem, no braking noise at any time.

Still no fix for the backup camera dimming issue.

 

[Rak76]

Hi Rak76, I'm glad I'm not the only one that has this problem, although I have an XT5 when I back out of the garage I can't see anything in the day light not until I shift to drive an wait a min.
My question is do you think they will fix it?

Hi Morganga. Unfortunately, I can't provide any assurance that GM will actually fix the rear camera dimming problem. When I originally reported this to Cadillac corporate customer service in early April, a case was opened. After hearing nothing for 2 months, I called again and finally spoke to a "Sr Advisor" who would say nothing about whether Cadillac viewed this as a problem or whether GM was working on a fix. She insisted I must communicate only with the Dealer, thus my complete dissatisfaction with Cadillac corporate customer service. In mid June, I was told by a service department representative at my dealership (the same representative that said the brake noise was due to moisture) that GM was hoping to have a fix by the end of June, clearly that has not happened. When I had my brake pads replaced last week, I discussed the camera dimming problem with the service department manager, and he has been the only Cadillac representative who has been forthcoming and at least a little bit empathetic about the design shortcomings of the car. He acknowledged I was not the only one complaining about the camera dimming issue, and he had a list of other customers who have complained and are waiting for a fix. He indicated that GM is trying to find a fix, but so far unsuccessful.

While it is unclear if GM will deliver a fix for the camera dimming issue, it's clear that it is technically possible to accomplish. I know this because the car sitting next to the XT6 in my garage is a 2018 Toyota Highlander, my wife's car. When started in the garage, the Highlander backup camera screen is dimmed and when backing out it immediately un-dims when it hits daylight. I assume the un-dim signal is triggered by the light sensor that regulates the headlights when in auto mode. It appears the un-dimming signal for the XT6 backup camera is a rather long timer, rather than a signal linked to the light sensor. It's my opinion that GM engineers clearly understood that the XT6 backup camera should have been designed like the Highlander's (if they did not understand this, a very, very sad commentary), but made a conscious decision either due to cost, or possibly microchip shortage, to deliver an inferior quality design, so cars could continue to be sold, and hope customers didn't notice. And the design of the backup camera dim signal was clearly intentional, as when evaluated by the service department in late March, it was declared normal operation after the software check. To me it seems plausible that microchip shortage could have been an issue as Cadillac has recently announced some new models of Escalade will not have the auto stop function due to the microchip shortage. Given the current hardware/software make up of the 2021 XT6 backup camera, it may be very difficult to after market design it to operate normally, i.e, linking the un-dim signal to the light sensor. Hoping they will find something.

If you have not done so already, I suggest you report the problem to Cadillac corporate customer service (1-866-790-5600). Even though they are worthless as far as helping customers, I think the more noise we make the more likely GM will commit resources needed for a fix. And certainly engage your dealership service department to be put on a list of backup camera complainers waiting for a fix.

 

[Rak76]

Update on the backup camera dimming problem - no fix in sight

The problem: when backing out of the garage, the backup camera screen is dimmed, and remains dimmed for some time after exiting the garage. In bright sunlight the dimmed screen is impossible to see.

A potential fix? I was told by a service manager at my dealership in June that a fix for this problem would be available by the end of June. No fix was announced at the end of June. Have heard nothing since. Yesterday I called the dealership and spoke to a different service manager. And, while he said this problem has been reported to GM, he did not know if GM was actually working on a fix. I also called Cadillac corporate customer service and the representative did not know if GM was working on this problem. So at this point I am not sure if GM is actually working on a fix for the backup camera dimming problem.

However, Cadillac did release an infotainment system fix for problems not related to the backup camera. So far, I have not experienced any of the problems described in this fix.

Fix Released For Cadillac XT4, XT5, And XT6 Infotainment System Issues

Cadillac has issued a fix for the 2021 Cadillac XT4, XT5 and XT6 to address an issue with infotainment display screens turning black or freezing.

cadillacsociety.com

Cadillac has released a service update for model year 2021 XT4, XT5 and XT6 luxury crossovers to address an issue with the vehicles’ infotainment system.
The problem: the infotainment display in affected vehicles may appear black or freeze. In addition, the vehicle may not play audio in cold weather conditions. This issue will also cause the vehicle to not emit the chime that indicates a key has been detected or inserted.
The hazards: while this problem may be inconvenient, it does not pose any immediate safety risk(s) to vehicle occupants. However, if the screen is black and/or frozen, certain vehicle features may not be available or accessible. Because of this, this action is a service bulletin and not a recall.
The fix: a dealership service technician will evaluate the affected vehicle to determine if a radio software update is necessary. If needed, the update will be performed, which should prevent the infotainment screen from going black or freezing again in the future.

 

[Rak76]

RAk76 - I found your post on your rear vision camera dimming problem. We just leased a 2022 XT5 and are having the same problem. Have you had any update from your dealer on your dimming problem? Thank you.

Hi bonj, I have not heard anything from either the dealership service manager or from GM/Cadillac customer service. The rear vision dimming remains a problem when backing out of the garage on a sunny day. I've found I can use my hand to block the sunlight a bit so I can at least see some of the screen. Given that your 2022 model has the problem, looks like no progress has been made since the 2021 models came out.

I have not been able to determine if GM views this as a problem and might be working on a fix. I have given up on trying to get any real communication from customer service. As noted previously, I have been very disappointed with corporate Cadillac customer service.

If there are any GM employees out there that might have information about this issue, I would certainly appreciate a reply.

At this time my assumption is that the camera dimming issue is a design flaw that I will have to live with. Which is too bad, because other than that, I am very happy with the car.

 

[Rak76]

Hi Nicholas, thanks for this update. My 2021 XT6 continues to have the back up camera dimming problem. Although GM may be aware of the problem, it is unclear to me if GM resources have actually been committed to try to find a fix. I have given up on engaging Cadillac Customer Service, as they have never been forthcoming on providing any meaningful information. Very disappointing to me that Cadillac Customer Service shows such lack of respect for their customers. My hope is that a growing body of customer complaints will provide some incentive to deliver a fix. And, as others have suggested, this is clearly a safety issue that should be the subject of a safety recall. However, for now, my assumption is that this is a design flaw that we will just have to live with.