A class-action lawsuit has been filed against General Motors over issues with several late-model Cadillacs and their potentially faulty CUE screens. CUE, short for Cadillac User Experience, is the Cadillac infotainment system used in last-generation vehicles. The lawsuit – Gruchacz, et al., v. General Motors, LLC – was filed in the U.S. District Court for the District of New Jersey and alleges that Cadillac CUE screens crack, delaminate, bubble and become unresponsive.
The plaintiff, Tonya Gruchacz, purchased a new 2014 Cadillac ATS in New Jersey. Within the 4-year/50,000 mile warranty, the Cadillac CUE screen allegedly became unresponsive. After calling the dealership, Gruchacz was allegedly told that the vehicle was no longer covered by the warranty and that it would cost about $1,200 to repair the system.
Gruchacz declined to pay out of pocket for the Cadillac CUE screen repairs at the time, however, she later followed up with the dealership that she purchased the car from several times and was eventually told by dealership staff members that they “see this issue all the time… the screen is not cracked, it’s the laminate.”
This lines up with a previous Technical Service Bulletin (TSB) released by General Motors and sent to Cadillac dealers in December 2014 and August 2017 citing bubbled, cracked, or delaminated CUE screens. The stated repair on the TSB was to replace the screen, indicating that General Motors has been aware of this issue since at least 2014.
It appears that the delamination of the Cadillac CUE screens, allegedly caused by a separation of the protective adhesive film on the screen from the screen glass, causes electrical issues with CUE, ultimately making it unresponsive. The suit cites the following vehicles equipped with CUE:
- 2013-2017 Cadillac ATS
- 2013-2016 Cadillac SRX
- 2013-2017 Cadillac XTS
- 2014-2017 Cadillac CTS
- 2014-2017 Cadillac ELR
- 2014-2017 Cadillac Escalade
Those owners and lessees are encouraged to contact the plaintiff’s representatives in regards to this class action lawsuit. The plaintiff is represented by Lite DePalma Greenberg, and Poulos LoPiccolo.
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Source: Cadillac Society
Comments
Next should be the capless gas cap causing the check engine light to come on. I watched my screen crack right in front of my eyes this past February. I live in Texas so it’s not heat related. The dealership did replace it for free.
More pathetic news from GM about Cadillac. This is how it should be handled, no questions asked just immediately replace the units free AND $5k off any new 2019 or 2020 Cadillac + current incentives. Here’s how it will be handled: GM does nothing other than expect customers to pay for replacing the units. It goes to court, which drags on (infuriating customers), then GMs lawyers announce a confidential settlement and a $500 chit for replacing the units.
This company has seriously lost touch with its customers, competition and reality.
Many customers actually did get replacement units free of charge. Unfortunately, it seems that GM didn’t handle this ordeal in a uniform manner… meaning that not everyone got the replacement units… hence the class action. Should have been handled differently and much better.
Yep Alex,
My wife went in the house for lunch !
When she came out, CUE delaminated !!
Called Cadillac, and you guessed it – ” nothing ”
Went to the Cadillac dealer, not one sedan on the lot with a CUE system and the sales guys said they just had three do it on the lot yesterday !
Its do to the heat expanding the plastic overlay differently than the glass digitizer !!!
Have my old delaminated one in my shop !!
Its exactly like a cell phone except the cell phone designers were smart enough to know to overlay the glass digitizer with a class screen !!
This is a faulty design from the start, and GM was fully aware of it !!!
Just take your CUE screen and heat it up, like let your car sit in the sun, and POW done !!
I love that ” Unfortunately, it seems that GM didn’t handle this ordeal in a uniform manner… meaning that not everyone got the replacement units… hence the class action. Should have been handled differently and much better.”
To say it lightly !!
I wrote on this over a year ago, on this very site, look back !!
Cadillac has handled this horribly as most of GM customer support matters !!!!
Horrible, horrible, horrible !!!!
Unfortunately !!!
In my opinion !!
wow, just wow
Just one more time, just to make me feel better !!
GM simply has no, or horrible, just horrible customer support !!!
Just one more thing Alex, I know you are not at all responsible for the junk CUE system, or any other of the GM ” known faulty ” designs, personally !!
But your comment of ” Should have been handled differently and much better ”
Sounds just like when you call the horrible GM customer support number !
We are sorry to here you are having troubles with your Cadillac vehicle, your satisfaction is very important to us at Cadillac, let us call the dealer that would not do anything for you and just tell you one more time we will do nothing for you together !!
Get it yet ?
Unfortunately for who ?
Never unfortunately for GM !!!
Never unfortunately for the dealer !!!
Just always unfortunate for the ” customer “
I wonder what happened after the 2017 model year, on most of those vehicles listed, to where the CUE screen was no longer defective?
Buy a Kia k900, Stinger, telluride, or any Genesis. They are better cars with better warranties. Luxury, amenities, pricing, dealers are all better. Controls on my 70k CT6 are terrible compared to my 48k G80. With Cadillac it has been form over function for many years now.
The CEO is a moron. The whole Blackwing 100 less horsepower thing is unbelievably ill-conceived. Who trades up to a car with less horsepower? And everyone wonders why sales are down. It is like someone wants sales to go down, and that person is the CEO. How lame is that?
I ordered a replacement from China for around $40 and repaired mine myself in about an hour. I have yet to talk to another owner who hasn’t had this issue and that $1,200 figure seems to be the going rate for out of warranty repair from those I’ve spoken to. It really is yet another black eye for GM.
Yep Serigo,
Paid $90.00 for mine somewhere did it myself, done !!!
After at least 5 calls to Cadillacs horrible customer support !!
And just one more time because, ” lets say it all together now ”
GM has horrible customer support, and does not care if they are selling you ” known faulty ” parts !!!!
In my opinion !
Where did you get your from in China, do you have the company name or anything. Thanks.
GM is doing the same as all the luxury car makers. Nothing…I have been buying Cadillacs since ‘75. Nine so far. I now have a 2018 XTS. This problem has just come up. My Mercedes, a 2018 C300 4matic the maintenance is the same. Mercedes has no recalls and customers pay for everything. My Land Rover all have the same policy. Sell the car you fix it. That’s the new reality of car buying. Even if you get a warranty. The cars usually have some repair that’s not covered.
I’m use to it now. I will pay the 2k and fix my radio. Life go on….
P.S. any one who buys a Kia and says it’s a better deal. Is the same person that will never buy first class tickets or eat in a À la cart restaurant. Life is short. You better enjoy all the finer things. Before it’s to late….
2 cue system replacements in an 2017 ats
1 cue replacement in a 2017 Xts
All became nonresponsive slightly before 50k miles. They replaced all at no charge but I have future concerns that this remanufactured cue system might have the same issue. It’s just a repaired cue system.
Very common issue
It will. The only permanent fix is to swap in a gel free replacement cue screen.
My 2014 CTS 4.0 premium was a great car until the cue died. No warranty … so purchased from china replacement in a hour or so. Just bought a Tesla , i would have bought the CT6 If i was treated right as a customer.
A more descriptive title would have been, “Class Action Lawsuit Filed for Defective CUE Touch Screens” since all failure modes are included, not just the spiderweb cracking issue.
Replaced mine myself in about four hours with a $60 touchscreen and a couple of inexpensive plastic trim removal tools. The dealer wanted >$1500 to replace the Integrated Center Stack with a refurbished unit.
@ $60, I can replace mine annually for 25 years and still be money ahead of one GM Service Center replacement!
The guys at GM’s touch screen vendor life-cycle QA testing must be part of a synchronized circular firing squad.
My CUE in my 2014 XTS stopped responding Jan 2017.
Took it to Cadillac of Naperville and the service tech said that we were lucky that it lasted that long. And if wanted it repaired it cost $1200.00 – $1500.00, I told him that he was out of his da#m mind. I have been without it since then. Also I haven’t been able to use my bluetooth with the CUE system because I can not pair it without the function of the CUE screen. In Illinois law is hands free phone. My CUE screen NEEDA TO BE REPAIRED ASAP…..
Check out https://www.cuescreens.com/. Use promo code CLASS to save 10%, in honor of GM dismissing the last class action lawsuit. 🙁
Its a super easy and cheap replacement upgrade. Gel-free so it will never fail again like the factory screens.
So- did this lawsuit get any traction or was it shut down like the previous ones? Does anyone have docket notes as to their rationale for not addressing the frequent failures? And by frequent, I mean every car sold
We have a 2013 SRX with 35000 miles and the screen does not respond at all. Tried the reset 3 times and still no response. GM wants customers to buy a Cadillac instead of the competition. A Lincoln looks to be a much better choice. No more GM products in my future.
Just got in my 2013 SRX and the screen is completely black. Can’t turn on radio, heat or anything. Dealer said $1300 to fix. This will be my last Cadillac. Going back to a Honda.
I have a 2018 XTS that is having the same problem regarding the spider screen. Something has to be done regarding this.
Every Cadillac made from 2013+ will have this issue. All 3 million vehicles.
They fail after 2-3 years in hot climates and 4-6 years in mild climates.
Your options if you are out of warranty:
– Buy a new CUE radio control unit module from the dealer for $1,600 and go through this every few years.
-Replace the failed touch screen with an upgraded gel-free screen and never worry about it again.
cuescreens.com. Simple fix for $129 and its done. Less than the cost of the diagnostic fee from the dealer and your problem is fixed forever.
I HAVE 2013 CADILLAC XTS WITH PROBLEMS WITH THE INFOILMENT SYSTEM (CUE) NOT WORKING. MANY OPTIONS I AM UNABLE TO USE INCLUDING HEAT (WHICH I NEED IN THE MIDWEST) GPS AND MANY OTHER OPTIONS. VERY DISSAPPOINTED😒 BOUGHT A CADILLAC BECAUSE IT IS SUPPOSE TO BE A LUXURY VEHICLE. IT IS A ROLLER SKATE. SOMEONE NEEDS TO BE HELD ACCOUNTABLE
Susan, while this is annoying, it is a much easier and lower cost fix than many people think. Cuescreens.com has what you need. You can permanently fix this for less than the cost of a diagnostic fee from the dealer
2009 Cadillac cts with issues half keep fixing along with other parts failing now some have been replaced more then once very big mechanical drain. Reduce power won’t keep a charge the whole center bearing from front back is breaking this 3rd time which just cant afford fix a lemon saw article these cars recalls is there anything be done bout this?