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.
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.
“some customers may report that their radio screen appears bubbled, cracked, or is delaminating. If this concern is encountered, replace the ICS (Integrated Center Stack) by following the SI replacement procedure.”
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.
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.