Infinion wrote: ↑
Mon May 03, 2021 1:45 pm
I've let Onstar know that I'd be cancelling app renewal until the issue is fixed. Continuing to pay while downgrading feels more like a fool's errand. At least I'll be able to use what I paid for until the subscription lapses (they certainly didn't offer to credit my account).
Yesterday morning I called into Onstar to cancel my service. I was connected with Janet and explained the reason for my intent to cancel. Janet was aware of my issue and attempted to troubleshoot with a straightforward logout and login procedure. That did not work.
Janet is a very seasoned OnStar agent who was also very accommodating. After explaining that I was unable to use the app for its intended purpose while paying, she made sure to retain me as a customer by waiving my MyChevrolet subscription charge for two months, the month of April and also May while this issue is sure to be ongoing, and when she transferred me to a conference call with Jen, who is part of the technical team, Janet instructed Gen in my presence that the promise would be followed through and would include a 1-year loyalty discount that would reduce the subscription cost to $10 after the free 2 months. These are the individuals keeping customers with OnStar. I have, today, confirmed that OnStar has made good on their promise with an email detailing the duration of these discounts.
After Gen collected further technical information from me on the details of this broken app, I was transferred to Irene with the technical team, where she assured me that my service ticket had been escalated to the highest level (level 3) that they have, and I would be contacted once the person assigned to my case had been given further feedback on my (our collective) issue.
So to summarize, call OnStar to cancel your subscription, and make sure to thoroughly explain your situation clearly, citing that you were unable to use the app as it was intended, to read the EV telemetry for the Spark EV for your purposes, and OnStar will take care of you and cover for the app developers...
I would still encourage using the older version 4 as it still seems to be working, and I'll update when I get resolution and version 5 works again.