NHTSA Complaint #11698307 — 2025 GMC ACADIA

I purchased this 2025 GMC Acadia on 3/29/2025. About a week into owning it, the navigation stopped working. OnStar was able to reset my system. Then, about a month later, the vehicle locked my keys in the cabin without my knowledge. OnStar was able to unlock my vehicle remotely. Then, on 10/23/2025, I noticed my navigation was not showing my true location. I tried the Google Assistant, and it wasn't connected. After further investigation, my wifi hotspot was not working either, along with other connectivity apps. I researched how to manually reset my system and followed all prompts; that did not fix the problem. I pressed the OnStar button, and nothing happened; no connection. I thought that maybe the vehicle needed to cycle a few times. I let this continue for about a week before calling OnStar from my phone. They told me to press my SOS button; if it didn't connect, then I would need to take the vehicle to the dealership. So I took it to the dealership 11/6/25. They tried to download the update to my vehicle multiple times, over 6 hours at the shop, and the vehicle wouldn't accept the update. It is determined that the OnStar telematics control module is defective. The dealership says the part is backordered, and they do not have an ETA for arrival. After perusing the GM/OnStar forums, I am seeing that this is a repeated issue for many customers on vehicles as old as 2018, and the part doesn't come for 6 months or more in most cases. It does seem more prevalent with vehicles 2022-current. The issue here is that OnStar is touted as a safety feature, and I have been given 3 years of free OnStar service. I am unable to utilize the service (roadside assistance, accident assistance, and navigation) and many other features because of this. GM is aware that this is an issue, and the module is backordered when it should be readily available, since these issues seem to be commonplace. My brand new vehicle should work without issue and should be repaired promptly.