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In 1995, three companies, GM, EDS, and Hughes Electronics, created a partnership that gave birth to a new generation of telematic services, called OnStar. Yes, we know what you are thinking ... tele-what? Telematics. It's the science of sending, receiving, and storing information by means of telecommunication devices. More specifically, OnStar's telematics pertain to the use of Global Positioning System (GPS) technology incorporating computers and wireless communications technology in vehicles. OnStar is a subscription-based program that is only available on General Motors' vehicles, and it has been well received by its current 5 million subscribers.
OnStar offers three service plans. The Safe & Sound service plan offers real-time response, which includes accident assistance, an airbag-deployment response, various emergency services, roadside assistance, a remote-door unlock, a GM Goodwrench remote diagnostic, stolen-vehicle location assistance, and remote horn and lights for locating your vehicle. On the informational side, OnStar offers a Directions & Connections plan that provides information and convenience services, which is a concierge to help customers select a restaurant as one of the options, a RideAssist, and driving directions. The last of the plans is the OnStar hands-free calling, which is available on '01 or-later OnStar-equipped vehicles.
We were delivered a fully loaded '07 GMC Acadia press vehicle for the purpose of experiencing what OnStar is all about. We did not read any instructions before jumping in and trying out the OnStar features; we simply pushed the blue button on the rearview mirror and waited. It beeped once, started ringing, then a voice answered with a pleasant, "OnStar, this is Jessica. How may I assist you?" We requested directions by giving her a hotel name and the city it was located in, and she asked if I was aware that my vehicle had a navigation unit. Of course we did, and we let her know that we were testing OnStar, so she repeated the location with the exact address. The advisor informed me that she would download the directions to the vehicle and the call ended. As we continued to drive, a computer voice guided me with turn-by-turn instructions along with arrows that signaled left or right turns, and street names that displayed on the LCD located above the digital gear indicator on the instrument panel. If you have music playing before the call to OnStar, the system automatically mutes the audio, then restores it to its previous volume once the call ends. The sound mutes again and the A/C fan switches to a slower speed after the directions are downloaded to the vehicle so that you can hear the turn-by-turn directions. We expected the music to mute, but the fan was a cool surprise.
My second test of OnStar was to find a gas station while we were running on empty. After pushing the blue OnStar button, we heard a beep and a telephone ring. The call was answered in less than 20 seconds. A pleasant advisor asked how she could assist us. We requested the closest gas station, and she responded, "I have you in Queen Creek. Is that correct?" we replied, "Yes," and she instructed that the closest gas station was in Higley, which is located 3 miles away. The advisor asked if we would like the turn-by-turn instructions downloaded to the vehicle, and we assented.
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We knew it wasn't the closest gas station, but we wanted to test out what happens when a person goes off course. As we continued to drive away from the destination, the computerized voice declared we were off the planned route and asked if we needed directions to get back on route. We didn't. We discovered, in order to cancel the route, we had to push the black, hands-free calling button and speak clearly, "Cancel route." We ended up driving to the gas station, after we had canceled the route, and the address of the station popped up in the instrument panel as we approached the location. We pressed a black button and heard "OnStar ready," but our press vehicle didn't have any available minutes to use, as customers have to buy minutes, somewhat like a prepaid cell-phone plan. Although we weren't able to use it anymore, we were impressed to find that so many people actually do-on a monthly average, an impressive 15 million-plus calls.
Do you want to know what's going on with your vehicle? Press the blue button to access the OnStar vehicle diagnostics center. This allows a diagnostic test to be run on the vehicle, in case, for example, the check-engine light turns on. Upon pushing the button, we were once again greeted by an OnStar advisor. We asked to run a diagnostic check and the advisor quickly told us there were no issues found and no necessary actions required. The advisor then informed us we could sign up for a free personalized e-mail, with diagnostic results each month, which will provide me the status of my engine and/or transmission system, emissions system, air-bag system, antilock braking system, OnStar system, and even maintenance information providing the remaining oil life, and actual mileage listed on the report. Plus, the e-mail includes the OnStar subscription status, a link to renew, a hands-free calling account information with how many minutes are currently available, and a link to purchase more minutes-or to share cell minutes with an OnStar account, and even the XM Satellite Radio trial-period ending date with a link to subscribe. With all of this information available every month, as well as dealer contact information in your area, there is no excuse not to remember to get the oil changed.
At one point, we dialed (888) 4-OnStar to have the remote-door unlock tested out. We found this not quite as simple or quick as depicted on TV, since it was necessary to go through a series of menu options to reach an advisor. Once we had an advisor on the phone, though, all we had to provide was a home phone number or account number, along with a personalized password and, voil! Our doors were unlocked. It sure beat calling a locksmith and paying as much as $75. Benefits from calling the number also include tracking your vehicle and summoning the police if your car is stolen. OnStart users may also profit from discounts provided by some auto-insurance companies.
The last of the OnStar buttons to investigate was the internationally recognized emergency button, which is depicted by a red circle with the white cross. On an average monthly basis, OnStar will typically handle 15,000 emergency calls. Additionally, OnStar includes an automatic notification of airbag deployment. In the event of an accident, even if the airbags do not deploy, an advisor will contact you to see if you need help. If you do not respond, they will automatically send emergency services to you by pinpointing your exact location to the proper authorities while providing an estimation as to how severe the accident was.
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The potential bad news is, if you have analog equipment in your vehicle, as most '02 or older models, then you will be without access to OnStar in the near future. OnStar uses a cellular-phone network, and the FCC ruled that cellular carriers will not be required to support analog-cellular networks. So, beginning January 1, only vehicles supporting digital networks will be capable of receiving OnStar services. You can go to www.myonstar.com/adt.os to enter in your VIN to see if you are affected by the change of the FCC ruling.
The true benefit of OnStar was having a live person answer my calls, being able to ask questions, and being provided with the most up-to-date information on destinations, such as businesses and roadways. This was put in true perspective as the navigation software in my '07 Acadia's head-unit was current; it was missing several of the newer roadways and businesses in my area, which have been established for longer than a year. However, it was comforting to know we could call someone who would be available to let us know where to go, by recommending restaurants, movie times, and so on; how to get there, by providing turn-by-turn directions, and having peace of mind if there was an emergency, as my cell-phone battery is always dying or not getting reception. Also, the OnStar advisors were always polite, friendly, and ended the call with the same, "Thank you for using OnStar. Have a good day."
OnStarServicesSafe & Sound:$16.95/month, $199/year
Directions & Connections, $26.90/month, $299/year (2007 and later)
Prepaid minutes: $13.99/30 minutes (plus tax)Link OnStar hands-free calling to a Verizon Wireless plan
1 year of Directions and Connections included with the purchase of an Acadia
