Pros And Cons Of Onstar Driving Directions

OnStar Driving Directions
Background
Our family has used OnStar, a navigation system, many times throughout our traveling experiences. However, while on our way to my brother’s in Elkins, WV, we ran into several obstacles with their turn-by-turn navigation system. According to OnStar, LLC. (2016), “Getting directions is as easy as pushing a button and telling an Advisor where you want to go. Directions can also be sent to your in-vehicle navigation system using your vehicle’s mobile app. An Advisor can also help you with a database of over 14million points of interest” (para. 1). This is exactly what we had done when we left our home in Bertrand, NE. We pushed the button in our Chevy Suburban and called an

For instance, Google Maps, several versions of a Garmin navigation systems, Map Quest, etc. There are many pros and cons to each of these pieces of technology. However, I believe a Garmin type system is something that would compare closely to OnStar. According to Garmin, LTD. (2017), “With more than 11,500 associates in 60 offices around the world, we bring GPS navigation and wearable technology to the automotive, aviation, marine, outdoor and fitness markets” (para. 2). Garmin offers small devices to detect your exact whereabouts, and assist you with directions to your destination. Like OnStar, there is a voice telling you where to go. However, unlike OnStar, this system can just be unplugged from a lighter outlet. The issues we faced with OnStar could have been fixed if the system could have been shut off. We could not reach an associate because the turn-by-turn directions where being delivered to our vehicle. The service technology caused more problems than just being lost and, in turn, they lost business from a customer who had used the system for several years.

A company such as OnStar, would heavy rely on The Service Marketing Pyramid when hoping to please the customers. The system is provided with the company on the top, the providers and customers on the two corners. However, where technology is located is key to the service. “Technology should not be seen as the top of the pyramid, but as the back of the pyramid. Done correctly, technology is in the background supporting all of the organization activities” (Fisk, Grove, and John, 2014, pg. 36). For OnStar, this should be the case. The technology run should hold up the company and bring satisfaction to the providers assisting, as well as, the customers being assisted. Using this system may have helped in our situation when the technology did not work. It did hold up the company as it should have.
Having the technology wired to shut off when there is an issue would be something OnStar could potentially improve their systems with. If customers cannot reach an associate to take care of the issues, there is no way to get the issue fixed. In our case, my mom always purchases a new Chevy Suburban with the desire of having the newest and greatest technology available every other year when she trades off. We travel a large amount as a family and having new technology always makes the trips more enjoyable. If OnStar could improve the system in the Chevy vehicles, our family may purchase their services