As reported in other complaints about OnStar failure, I had a similar situation.
When we bought my 18 year old son a 2007 Malibu, OnStar was a major perk. I paid the fee to keep the OnStar safety response system working, hoping to remove some of my anxiety about the possibility of him having a serious accident while he was alone.
One icy morning he was driving along the Interstate and a car cut him off. He slid and was hit by one car, spun around and was hit by a large truck. He called me on his cell phone to tell me he had an accident. He was stuck in the fast lane facing the wrong way. Both the front and rear end of the car was struck. I checked the OnStar sensor diagram, and there was no way it would not have triggered.
I called OnStar to complain and was given the same run around as others. Ironically, the call was taken by a woman named Michelle. I suspect they all use the name Michelle. OnStar said they woudl investigate and refer the matter to corporate. I got a letter about a month later saying it wasn't their problem. Over the phone the OnStar rep said that I should have read the fine print -- that OnStar does not work if there is no satellite, it's a cloudy day, if the car is in a tunnel, if the sensor didn't go off. If the sensor is cut, and numerous other issues. That's ridiculous. If a cell phone works, OnStar should work. In fact, when I signed on for the OnStar service I was told that one of the advantages was that OnStar works in situations when cell phones fail. I was told that during Hurricane Katrina in New Orleans, the only phone service available was through OnStar. Well, it appears OnStar is a big hoax. You pay and pay for the monthly service, and if you're lucky enough to never have an accident, I guess OnStar is working (or at least you think so). Then, an accident happens, and OnStar is as others have said NonStar.
Someone needs to take them on. One needs the energy to stay on the phone for an hour or so while you get transferred throughout the company.
I wonder how many others pay for OnStar and experience emergency response failure yet are unaware of how to report them.
I'm glad for the opportunity to at least do something through this Ripoff Report. I would be happy to join in a class action lawsuit.
The warm fuzzy commercials and the ones that slam other cars that don't have OnStar are fraudulent. They've got a good deal going, since they don't have to live up to their own responsibilities, and have the nerve to say one should read the fine print. Perhaps the fine print should be that OnStar is a joke.