General Motors has issued a service update for certain examples of the 2021 Cadillac Escalade and Cadillac Escalade ESV full-size luxury SUVs over an issue related to the volume calibration of the OnStar in-vehicle telematics system.
The problem: vehicles equipped with the Cadillac User Experience (CUE) infotainment system may have a condition where, during a secondary or backup emergency call, customers might complain it is difficult to hear the OnStar advisor. A volume boost calibration for emergency calls was incorrectly set to 0 instead of +16 as originally intended. This results in the secondary call being approximately 10 decibels below the requirement.
The hazards: the problem being addressed in this service update does not pose a safety risk to the driver or other vehicle occupants, however being unable to properly hear the operator during an emergency call is obviously less than ideal. OnStar can use built-in sensors to automatically alert an emergency OnStar Advisor and predict the likelihood of a serious injury, so it is important that the driver or other vehicle occupants are able to hear the advisor if such an event were to occur.
The fix: Cadillac dealers are instructed to reprogram the OnStar system and set the appropriate volume calibration.
- Cadillac User Experience infotainment system
- OnStar telematics system
- 2021 Cadillac Escalade
- 2021 Cadillac Escalade ESV
Next steps: dealers will check all Cadillac Escalade and Escalade ESV vehicles in their inventories, and customer vehicles which return to the dealership for any reason, such as service. The updated service bulletin will expire at the end of the involved vehicle’s New Vehicle Limited Warranty period. This service bulletin was issued in January 2021.
General Motors bulletin number: N202316130
Cadillac U.S. vehicle help number: 1-800-333-4223 (8 am to 9 pm EST every day except Sundays)
This post was created in collaboration with our sister publication, Cadillac Society.