Last post on Jun 07, 2013 at 10:00 AM
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Buick LaCrosse, Audio, Sedan
#12 of 24 2011 Buick Lacrosse CXS Radio Problem
Oct 15, 2012 (6:36 am)
Sometimes when I bring my car to the dealer for a repair or oil change i'll gush about some of the features my car has. I have a CXS model so it's pretty loaded with all the latest toys. One of the voice recognition features I like is when you can say the radio mode and station ID number and it'll go to that station or the pause and rewind live radio stations. What amazes me is the people working on these cars at my dealership aren't aware of the features. So, I knew when the pause and rewind feature on my radio stopped working I was going to have a problem. I initially was met with "What was I talking about?". And then "Maybe that car doesn't have that!". I told him it's a 2011 CXS and i've had the car almost a year and that feature's been working fine from day one. Even showing him the car manual didn't help his understanding. Finally, on my ipad, I had to show him a youtube video by GM showing how the feature worked. He apologized and said he's "old school" and doesn't keep up with all the new stuff in these cars. Excuse me, isn't that your job to keep up with this stuff. I, personally think the radio needs a hard reset. Everything else works fine. The HDD isn't full and I showed them I could still record and delete songs off the HDD. By the way that's another feature they knew nothing about. But they said they found an internal fault in the radio and would order me a new one. Said it would take 2 days...that was 4 days ago. Truly technology is evolving quicker than my dealership can keep up.
#13 of 24 Re: 2011 Buick Lacrosse CXS Radio Problem [postalone1]
Oct 15, 2012 (9:43 am)
We're sorry to hear about this experience with your dealership on the radio concern you have experienced. If we can check into this further with you, please email us at socialmediagm.com with more details (including your name and Edmunds username, phone and address, the last 8 of your VIN and current mileage, and the name of your involved dealership).
Sarah, GM Customer Service
#14 of 24 Re: 2011 Buick Lacrosse CXS Radio Problem [gmcustsvcsarah]
Oct 15, 2012 (10:01 am)
Sarah, thanks for the quick reply and offer of support from GM customer service. You guys have helped me before and I'm glad to know you care. I'm giving the dealership a few more days as I can understand getting certain parts may be more difficult than others. I'll keep you updated on the progress.
#15 of 24 Re: 2011 Buick Lacrosse CXS Radio Problem [postalone1]
Oct 15, 2012 (4:29 pm)
You are partially right. Many of these features are incorporated as blocks of vehicles. That is some other GM vehicle, maybe even a year newer, might have the same radio/NAV head. Or other identical features. GM implementation makes it near impossible to keep track of what model vehicle has which specific features. And like a home computer, necessary to track what updates or feature changes took place and when. Too much for the mind, and if GM employees get some of it wrong you have an expensive boat anchor.
Unfortunately, GM does not even trust the mechanics with some of the information deemed proprietary. And as you said, many GM people don't know. I had called customer service line many times because of things not working'/broken and shocked at how little they new. It was as if quoting from a manual for a different vehicle.
Related, but among numerous other problems, was getting EXT HDD to work through USB port. I presume you have from year and model, I had same plus touring pack. I tried every suggestion known relative to putting music on an external HDD and bleak info in the owner's manual. It scanned files, splashing titles, then gave error message refusing to play them. Dealer was unable to get an answer from GM as to how to troubleshoot, could not even discern if it was the vehicle, my HDD, or a faulty procedure. I attacked GM customer service, which is when I learned dealer had made attempts, and was promised an answer from someone who told me she was going off script to get me an answer. Rid of vehicle 3 months later, repeated calls, but no answer to that simple question or other major problems.
Hopefully, and with effort, GM gets it right.
I too like the features of new vehicles, but they need to work. I miss the HUD, not available on non-GM vehicles.
#16 of 24 Re: 2011 Buick Lacrosse CXS Radio Problem [e_net_rider]
Oct 15, 2012 (5:25 pm)
Thanks for the encouragement. I'm hopeful that what seems an easy fix is just that. I, too have the CXS version with the 19 inch tires and HiPer strut suspension. One of the struts has already been replaced. My puzzlement with this dealership is all they sell are Buicks...nothing else. It's family owned and is very small. Small as in I think they've got 3 or 4 salesman total. I've seen family rooms bigger than their showroom. 90% of the service work is done on Buicks. In the last 3 years Buick has had 5 different models of cars. How hard can it be to keep up with the features that Buick offers on different models? I had to show one of the salesman, on my ipad again, a video that the Lacrosse has a factory installed DVD entertainment option for the back seat. He knew nothing about it. For full disclosure they do cater to an older clientele that are not interested in models with all the bells and whistles. Or if they had them wouldn't use them. But i still can't say that's a legitimate excuse for them not to be familiar with the only "brand" you sell. I'm sort of a tech head and I can understand, and I have patience when some hi-tech stuff doesn't work as advertised but when it stops working altogether that's when I have a problem. Hopefully my situation works out better than yours. I'm hopeful
Oct 16, 2012 (1:42 pm)
HUD is available on BMW and recently Lexus vehicles.
#18 of 24 Re: 2011 Buick Lacrosse CXS Radio Problem [postalone1]
Oct 17, 2012 (4:40 am)
Seconding hopeful. At least my salesmen had some knowledge of features. As to the seat memory issue they had a solution. Turn it off and don't worry if it works or not. Salesmen, time to rethink my understanding.
Oct 17, 2012 (4:41 am)
thanks for the heads up
#20 of 24 Re: 2011 Buick Lacrosse CXS Radio Problem [gmcustsvcsarah]
Oct 18, 2012 (4:59 pm)
Sarah, The dealer installed another radio today and everything is working properly . Thanks again for the offer of support.
#21 of 24 Re: 2011 Buick Lacrosse CXS Radio Problem [postalone1]
Oct 19, 2012 (8:26 am)
Outstanding! Thank you for the update and I hope you have a great weekend.
Sarah, GM Customer Service