The CUE uses a capacitive touchscreen that has multiple layers sandwiched together including a protective film, sensing electronics, and a glass substrate. These layers are known to delaminate or pull apart from one another, resulting in a screen with a surface full of bubbles, dead spots, and spider cracks.
An Unresponsive Touchscreen
The sensing electronics in the touchscreen lose their effectiveness as the gap between layers widens. This results in a touchscreen that has little, inconsistent, or no response whatsoever.
Considering HVAC, radio, and other controls are accessed through the interface that can quickly become a frustration.
And while there are steering wheel controls and voice interaction options, I think it’s safe to say a touchscreen that doesn’t respond to touch is a problem.
Installation and Manufacturing Problems
The poor interlayer bonding is believed to be the result of manufacturing errors, including:
- Improper preparation and cleaning of the glass surface
- Excess or uneven clamping force during installation
As complaints mounted, GM issued its first Technical Service Bulletin (TSB)
As complaints about the touchscreen mounted, GM issued their first Technical Service Bulletin (TSB) to dealerships about CUE delamination in December 2014.
GM has issued at least four TSBs concerning the CUE problems: PIC6055, PIC6055A, PIC6055B, PIC6055C.
But there has not been a recall or service campaign
GM has not issued a service campaign, reimbursement program, or recall for the funky CUE screens.
Most of the time, customer that were under warranty could have their CUE screens fixed by replacing the vehicle’s Integrated Center Stack. Those stacks, however, had the same defects and it was only a matter of time until the screens showed the same problems.
Unfortunately those problems would often happen past the warranty, leaving owners to pay roughly $1,200 per replacement.
A Series of Lawsuits
Add it all up and it’s no wonder that GM has been hit with multiple class-action lawsuits. Both cases generally make the same points:
- GM has known about these issues since at least 2014 because that's when the first TSB referencing delamination problems were sent to dealerships.
- In warranty repairs are kind of pointless because GM is replacing the defective units with newer but equally defective units.
- Out of warranty repairs are ridiculously expensive as most owners report it can cost upwards of $1,500 to replace their car's entire ICS.
- GM won't step up and offer reimbursements or issue a proper service campaign.
During a visit to the dealership for an unrelated recall repair in March of 2018, plaintiff Tonya Gruchacz asked her mechanics about her vehicle’s CUE screen. She described the screen as appearing to be shattered and that it was not responding to touch.
According to the lawsuit she was told:
we “_ see this issue all the time … the screen is not cracked, it’s the laminate._”
Despite it being a common problem that GM has known about since at least December 2014, she was told it would cost $1,050 to repair the screen. She believes that GM should help cover that bill.
The class-action lawsuit was filed in New Jersey.
Similar arguments were made by another class-action lawsuit in California. The plaintiffs in that case say GM included warranty codes in their service bulletins to assist technicians with repair procedures.
If they won’t issue a recall to permanently fix the problem, the lawsuit would like to see a reimbursement program for customers who have or will pay for repairs related to the CUE systems.