Bricked Tahoe after Software Update

[Iub4pu]

I've read a few of these instances, and here is another. Was asked to update software on Thursday. I clicked install now and came back to my truck after 30 minutes and it said installation successful. I started the truck, no problems and drove it all day. On Friday, the next day, went to store and it came up and asked for another update. I had time so I clicked install now and went into store. Came back after 30 minutes and found a dead truck. Nothing. had to use the physical key to unlock door. No dome light, no chime, nothing on dash. Completely dead. Called Chevrolet customer service and was on the phone for 1 hour with no one able to help me (waste of time). Finally called Road Side Assistance and they arranged a tow, which they had to drag my truck onto a flat bed since it wouldn't go into neutral. While waiting for the tow truck, I did take the negative terminal off the battery and waited 5 minutes to try to reset. Did this 3 different times. Did see a slight arc when reattaching the negative terminal (battery not completely dead). I tried jump starting the truck, but with cables and power attached, still did not have any electrical charge to the truck at all, no lights no dash, nothing.

Got truck to the dealer by 3:30 Friday afternoon, and was told they would get to it hopefully sometime Monday!

What I don't get is that GM is completely aware of this issue, I've seen articles from July of 2022 that describes this issue and what fix that GM put in place. I've had my vehicle to the dealer 4 times since July 2022 for other issues yet they never implemented any fix during those visits. I was not aware that when GM sends you an update and asks you to update your truck, that they might actually brick your vehicle. This is complete garbage for an automotive company!

My groceries were ruined, I couldn't use my truck to haul my boat all weekend, I wonder if they damaged my drive train while dragging my truck onto tow truck and I sit waiting for someone to call me and tell me what they can do to get my truck back. Are there any assurances that this won't happen again?

Needless to say, I'm not a satisfied Chevrolet customer at this point. This is my 5th Tahoe and probably my last!
It is a 2022 4x4 Tahoe.

 

[StephenPT]

My only suggestion is to not leave your rig when it's doing an OTA update. The first update I tried to install while parked in my garage. The infotainment got stuck on "Verifying Update" and the infotainment stayed awake no matter what I did to try to turn it off. Had I have left it and came back ~30min later, the battery very likely would have been dead. I disconnected the negative terminal and reattached it a few seconds later.

I believe during the verifying update process there is some sort of communication between the GM servers and the on-board 4G LTE connection. AT&T has always had terrible reception at my house and knowing these rigs use AT&T for the data connection it makes sense that it couldn't get a strong enough connection to verify the update, so it timed out. Since then, I've made the 10min trip into town and parked in the Walmart parking lot where the LTE symbol on the infotainment screen shows full bars. I've installed 4 updates that way with zero issues.

 

[Iub4pu]

I appreciate the suggestion. Funny thing is, the day before I did an OTA update and I was in a remote area that didn't have good cellular service and it worked just fine. The day it died, I was in a Publix grocery store parking lot in town with full bars reception both with Verizon and AT&T. I have done 3 other updates in various places with no issues, but this one got me.

Other than the fact I didn't get home for 4 hours after grocery shopping and lost my cold groceries, I was thankful that I was in a large parking lot. If this had happened in my garage it would have been extremely tough to pull the vehicle out of the garage to tow.

Still waiting on dealer service department to call me with any update.

 

[Stbentoak]

Why did they not lift it and put rollers under the wheels to pull it on??

 

[Iub4pu]

I questioned Road Side Assistance before they sent a truck, I told them there was no way to put the truck in neutral so asked them what could be done. They said they would take care of it. When the towing service arrived I discussed it with him and called the dealer service department. They said they couldn't do anything unless the vehicle got to the dealership and to have it towed. The person towing was very conscientious, and did the most he could do without dragging the vehicle very far, but the last few feet were inevitable.

We dropped it in the dealers lot and I have no idea what they have done with it and if they moved it into a bay how they did it.

 

[DuraYuk]

Sounds like a dead battery.

 

[Iub4pu]

Nope. Just got Tahoe back from dealer.

Tech attempted to perform serial data authentication. Failed ECU K19 (BCM). Reference PIT 5832G to continue diagnostics. Tech reprogrammed BCM. Code 40YZ167513613. Passed. Verified repair.

Asked service consultant questions and learned several things.

GM knows full well this issue and has since 2022. GM has made the decision to let this happen and only fix the issue when it arrives. So anyone who has a 2021 or 2022 Tahoe can have this happen when you do an update. So it can happen to anyone anywhere they do an update and the fix is to tow the vehicle to a dealer to have the BCM reprogrammed. His advice, only let dealers do the updates at the dealership.

What make me furious is that GM could/should notify owners of this situation so that others don’t get stranded like we did. If we had been notified by letter, email or whatever means I would not have attempted an update when asked by my screen to do a GM update.

This is just poor business practice and customer service.

Had a lot of people comment in the parking lot that that’s sure strange seeing such a new expensive vehicle being drug onto a flat bed. That’s bad publicity and advertising.

 

[Mean_Green]

His advice, only let dealers do the updates at the dealership.

Funny, but after I read your initial post, that was going to be my suggestion. Do these updates at a dealer. If it dies, let them deal with it.

But also, this is why I don't do most software updates on most things.

And also why I'll never buy a rolling computer ... basically any vehicle made after a certain model year.

 

[Saltydog]

Glad they got it fixed for you, but what a PITA.

I did the update on our 21 Yukon and I knew it was going to take some time, so I hooked up the battery tender and ensure the system was connected to our home wifi. Seemed to be ok and have not had an issue.

 

[genestoy]

That is exactly what my longtime service consultant told me "never ever do a OTA update" and let him do any necessary updates there in the shop if ever needed. He said they have seen so many bricked vehicles that have done the OTA updates!