GM Sued Again Over Cracked Cadillac CUE Screens
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A second class-action lawsuit has been filed against General Motors over issues related to the Cadillac CUE infotainment screens found in vehicles like the Cadillac CTS and ATS.
This new class-action suit, Goldstein, et al., v. General Motors LLC, was filed for the same reason as the suit we covered back in late September. It alleges that cars equipped with Cadillac CUE have screens that are prone to delaminating and cracking, creating a “spider web” appearance on the screen. It was filed in the U.S. District Court for the Southern District of California.
The delamination also causes electrical issues with the screen, leading to it becoming unresponsive. In the initial lawsuit, filed in the U.S. District Court for the District of New Jersey, the delamination is alleged to be caused by a separation of the protective adhesive film on the screen from the screen glass.
Both suits allege GM was aware of issues related to the CUE screens in as early as 2014—not long after the CUE system launched. The automaker issued four Technical Service Bulletins (TSBs) between December of 2014 and October of 2018 related to the issue and included warranty codes in the bulletins in order to expedite repairs. These TSBs say “some customers may report that their radio screen appears bubbled, cracked, or is delaminating. If this concern is encountered, replace the ICS (Integrated Center Stack) by following the SI replacement procedure.”
Dealer records, customer complaints, internal testing data and warranty records related to the problem serve as further indication GM was aware Cadillac CUE screens were prone to delaminating.
The new class-action lawsuit includes customers who purchased the following vehicles equipped with the Cadillac CUE system from GM new:
- 2013-2017 Cadillac ATS
- 2013-2017 Cadillac SRX
- 2013-2017 Cadillac XTS
- 2014-2017 Cadillac CTS
- 2014-2017 Cadillac ELR
- 2014-2017 Cadillac Escalade
The lawsuit claims GM won’t recall the faulty Cadillac CUE screens and has not offered customers reimbursement for repairs. Some owners have paid upwards of $1,500 out of pocket to fix the issue, even when their vehicles were still under warranty in some cases. The suit also alleges that GM’s fix, as noted under the TSBs, is inadequate, as the replacement systems have the same exact same defects as the original system. This could leave customers on the hook for more repairs in the future.
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Source: Cadillac Society
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I have been looking at getting a 3rd gen CTS. This cue screen issue has definitely given me pause.
Be very careful. Also consider the transmission problems and the ignition switch issues (There is no fix for that yet). Away from a Cadillac dealer, they are pretty cheap.
Thanks Brian. I could be wrong but I thought the tranny issues were 2016 and up. Obviously I would be after a 14 or 15 with a 6 speed instead of the 8 speed. Once again I could be wrong though.
You’re right, Cadillac Matt. The 8 speed transmission in the 2014 and 2015 CTS is from a manufacturer called Aisin. And, if I recall, it’s the same transmission that Lexus uses. The 2016+ CTS’s use a transmission that GM produced in-house.
Why aren’t the other GM cars having this issue. I find it hard to believe they are using different screens in different cars. Its no different than laptop computers and TV’s the screens are all made by a few companies. They also don’t say how many people are having the issue. Unless the CUE system has extra screen over them all GM vehicles you would think would be having this issue.
I may be wrong, but I think Cadillac was one of the only ones (if not the only) who incorporated haptic feedback into their screens. While I like haptic feedback, I wonder if the vibration is causing accelerated wear and tear on the screen.
People here,
Its the temperature!!!
Cadillac and Cadillac only, in GM, has a plastic screen ” glued ” to the glass screen.
When the plastic screen temperature gets high enough, because plastic expands at a higher rate than glass, POW, delaminated !!!
When you tighten the screws between the screen and the head unit, there is a flexing pressure that makes it even worse,( like a small force pulling them apart when the correct temperature is reached.
Its simple !!
GM/Cadillac knew about it !!
And its a design flaw !!
And it will happen forever unless someone designs a glass covering, or a better lamination technique !!
Most other screens are simply glass !
In my opinion and I have replaced the screen only on our 2014 ATS junk Cadillac.
GM as a company is a design flaw.
No wonder it’s garbage.
I own a 2014 CTS V Sport with 52,000 miles. Fantastic engine and tranny but the car is falling apart. The CUE did not delaminate but it no longer functions. I HATE the rain sensing wipers. Two trim pieces have fallen off the door handles. I had to replace the left and right front struts at 48,000 miles (not covered under warranty and $2400 at the dealer) I will never buy another Cadillac again.
Holy crap…acknowledge and finally fix the 8 speed automatic transmission very hard abrupt shift and i’ll put an 8 track in the car when the screen cracks lol..I could only wish it was the screen cracked and not a major transmission defect.My last Cadillac for sure.
Yes, it’s a design flaw, using plastic to cover the glass display with cheap adhesive, GM knew about it since the complaints began in 2015 and still refuses to recall it, meanwhile the system that controls most of the internal functions of the car has to be replaced (repeatedly) out of pocket by their so-called loyal customers.
Lower center portion of my Cue screen on my 2014 ATS is non responsive. Shop wants $500 to replace screen Dealer wants $2000 to replace entire system.
My 2014 SRX screen has the spiderweb like issue. I was told by the dealer that this typically happens in Escalades. Most of the screen is non responsive. With the screen issue and the dim headlights I’m regretting this purchase!! What will it take to get a recall????
I live in SWFL Florida and my CUE screen has spiders cracks. It will cost me $1500 to replace the whole unit, since General Motors is refusing to replace or assist with the repairs. Is it fair for a consumer to to pay for a defective CUE screen? General Motors released the repairs to Technical Service Bulletin, which was sent it to the Cadillac dealers in December 2014 citing bubbled, cracked or delaminated CUE screens. Why didn’t the dealerships mention this defect or problem to me during my oil changes and maintenance repairs?
SHAME ON GENERAL MOTORS AND THE CADILLAC DEALERSHIPS!
I filed a complaint with the United States Dept. of Transportation concerning my CUE screen, since my car is not long handsfree. Here’s the link. https://www-odi.nhtsa.dot.gov/VehicleComplaint/
The more people that file complaints the better it is for us consumers with the class action lawsuit on the CUE screen. Good luck!
My 12014 ATS has CUE screen has cracks. It will cost me $1500 to replace the whole unit, since General Motors is refusing to replace or assist with the repairs. What can be done? i also have a 2014 CTS is there anything I can do so that does not happem to my othere car?
I have Cadillac ATS 2015, same thing it’s webbed. GM knew of this defect. I should have issued a recall, but only certain VIN numbers were notified. However, within 3-5 years it’ll happen again. This is a design and manufacturing defect, they were better off putting in a plex-glass like the NIssans. Some claim it’s heat driven. So I guess if the sun is out, watch out lol. This is a simple case of quality control and accountability to their suppliers. Customers need to get these replaced. I too noticed unresponsiveness to the screen prior to this happening. If they were so good why didn’t they keep the system and went to a non touch screen for the 2020? Easy, they knew of the recall, and corrected it. Yet, claim they owe nothing for selling defective screens to 2014-2019 customers. GM needs to act now! Class action suit should start here in Ontario ASAP and join the USA with this!
Does anyone have any updates in the US concerning the 2 lawsuits?
This is what I found online just now…
http://cadillacsociety.com/2019/10/28/second-lawsuit-filed-over-cadillac-cue-screen-issues/
Today will be my second radio replacement for my 2018 XTS for the same cue issue covered under my warranty.
This IS NOT a Warranty issue, this is a RECALL! a RECALL! Yes, it’s an oversight from quality control! It’s a design flaw!
How can a 1970 Pontiac and 99% of the vehicles made have no issues? Because it was made right! There is no wear and tear, it is not a paint chip, it is not a flat tire, it is not a window chip, it is not a radio reception problem, it is not a power lock malfunction, it is not a handle that has fallen off, it is not an oil leak in the oil pan, it is not a torn seat, it is not the a/c not working, it is the fact that select cars have this issue, which GM claimed to have contacted “select” vehicles as they were defective. So GM is going by “select” vehicles, how do they know which vehicles have it? Obviously, in their lab testing they realized oh, look what happens? It must be on cars we made from the supplier from “No Name Brand”. So, let’s just contact those customers and keep it on the down low….in the meantime, let’s change the next year’s model to PUSH BUTTON or we’ll lose our shirts if this RECALL gets any bigger. So, let’s see, first GM infects us, walks away, then says, these people were exposed to the virus….yet, the person that has tested positive to the spider webbed cue system, is left stranded on the side, ignored by government and personnel involved….GM wake up and smell the virus, I mean the CUE SYSTEM is calling you.
The reason GM claims it’s a warranty issue, is because since they admitted that cars were RECALLED (customers spent thousands on a NAVI, that can’t be read, so safety of the customer is in question when travelling, SAFETY of the customer is in question when backing out and even with a head turn, cannot see little ones going by via the de-laminated screen…we’re talking about ACCOUNTABILITY! Lawyers that have filed suit, please touch base with customers in ONTARIO, Toronto, WINDSOR, etc., you’ll have more to add on your list against the improprieties of this company. BTW, a RECALL, has NO EXPIRY as long as it’s still owned and driven…so guess what, this is why GM is laying low and trying to use the word warranty, nice try but let’s call a spade a spade, Replace or give us the money for an after market or put a system in like you did for the 2020 models, and save your reputation. This is bad business, poor customer service, and as word keeps spreading that you didn’t take care of customers including customers that have retired from GM Trim Plant and Transmission since the early 70s, and now will have a Sophie’s choice and stay with GM or go foreign, I hope it’s not the latter.
I had the screen replaced in my 2014 SRX few years ago because it stopped working. And then the screen started with small crack and now the complete screen is spider and you can not use it. Called the dealership and she knew exactly what was wrong before I finished telling her. She said it would be about $2,000 to replace it. If there is this many problems they need to issue a recall.
Hi Everyone,
The only way they will create a recall for the Cue screen is to file a complaint with the National Highway Traffic Safety Admin.
Here is the web site. Please, please file a complaint and pass this onto other comsumers. IT’S NOT FAIR!
https://www-odi.nhtsa.dot.gov/VehicleComplaint/
Here are the safety issues with my Cue Screen:
1) Back up camera is no longer visible when parking my car.
2) GPS is no longer available due to the spider lines, I have to use my iPhone for GPS on the highway making it unsafe due to the super small screen instead of the large CUE screen in the Cadillac SRX I purchased.
3) You can no longer pair your cell phone with the Bluetooth in the Cadillac, because of the spider lines on the screen causing the screen to stop working completely. This makes my vehicle no longer handsfree.
4) Radio stations and XM no longer available and other options.
Why did I even purchase a SRX? Why didn’t the dealer or corporate inform of these problems when I purchased my SRX?
I am so disgusted with our Government and General Motors to treat us this way! I will never purchase another Cadillac and will continue to tell every person to stay away from Cadillac and General Motors.
Good luck!
I agree I will never buy another cadillac again due to the cue not working and will be telling others not to !!!
Got 2013 XTS, its a complete failure. I have to replace twice the Cue system by myself and they don’t care. Called GM they are the worst. Away from GM.
We have a 2014 Cadillac SRX and the Cue Screen cracked in 2017, it was replaced because it was still under warranty. In 2020 it cracked again and I have ordered 2 Screens, had them installed but they would not respond. Put the old one back in and it works. I’m so frustrated with this Cue Screen problem.