To avoid wait times for technical support in the dealership, prior to contacting the GM Technical Assistance Center (TAC) and Techline Customer Support Center (TCSC) as well as and other dealership support teams (DBC/Partech/DPAC/GMPSC), technicians and other service department personnel (U.S. only) should open a support case within CX Connect. (Fig. 1)
Fig. 1
Access CX Connect using the app center within Global Connect and select Launch. (Fig. 2) Most support cases can be resolved in the system without the need to call in, helping to resolve issues more quickly.
Fig. 2
To learn more about creating a case in the new system, view the CX Connect Case Creation Help job aid. It includes step-by-step instructions for creating a case, including entering vehicle information, completing the dealer instructions and filling out the assessment fields.
TIP: A short online training course is available on how to open a new TAC case using CX Connect. Look for the Video on Demand course CX-WBT332-V on the Center of Learning.
If phone support is still needed after creating a CX Connect case, please have your case number ready for the next available Advisor when calling.
– Thanks to John Sauer
I enjoy navigating the menus to fill out the extensive case creation form to only be greeted by a TAC advisor asking me, “So, what have you got”? Followed by being asked questions that have been clearly answered in the case creation process. I would think the occasional, “Give me a moment to review your case” would be the standard for general operation instead of the exception.
We apologize for the delay. An advisor will be reaching out shortly to follow up on these cases.
I CAN’T GET TECHLINE TO RESPOND. SENT SEVERAL MESSAGES AND IT LOOKS LIKE THEY ARE BEING IGNORED. THE CASE NUMBER IS 78245548 IF YOU WANT TO SEE FOR YOURSELF. THIS IS NOT THE ONLY CASE. MY SHOP FOREMAN HAS CASE # 76865915 (SIMILAR VEHICLE WITH SIMILAR CONDITION), NO RESPONSE. PLEASE CHECK OUT THE CASES. IF WE CALL, WE GET TO SPEND 45 MINUTES WAITING ON HOLD AND THEN NEVER WITH THE ADVISOR HANDLING THE CASE. THEN WE GET TO START FROM SCRATCH WITH A NEW ADVISOR. THIS SYSTEM IS NOT WORKING.
Currently, CX Connect is scheduled to deploy in Canada in 2026. Announcements for Canadian deployment will be posted in TechLink as well as Global Connect.
Can GM come up with a Canadian solution like this already! I’m sure we are all frustrated with the lengthy wait times to talk to TAC.
Thanks for the feedback and we apologize for the inconvenience. GM is working hard to improve the application. Look for upcoming announcements regarding application enhancements.
I assume comments are being suppressed. CX Connect is far less then ideal.
Thanks for the feedback. We apologize for the inconvenience. One of the highly requested features – updated TAC Resolutions – is now available in CX Connect. Users can access the TAC Resolutions through the Knowledge Hub tab, followed by clicking on Dealer Service, and selecting the TAC Resolutions dropdown. Please follow Document 000214087 in CX Connect for complete instructions.
When are they going to fix TAC case resolution searches! That was supposed to be functional again September 1st according to Travis during the Teams meetings at the CX Connect launch. It seems like TAC and DBC agents don’t know how to use the system. I’ve closed several cases, yet they still show open while others have closed right away.
All these suggestions for faster assistance times sound great, but have you actually tried it? There could not possibly be a worse way to “assist technicians” there at the “Technical Assistance Center”. The user interface of CX is so confusing a tech savvy teenager couldn’t even figure it out. Then you make a case, call in, and wait 45 minutes for someone to answer your call.
I will say when you do finally talk to a human in Michigan the interaction is often positive, but getting to that point could not possibly be any worse. I do emphasize Michigan because when you get someone from across the Pacific Ocean the interaction is often negative.
Do better GM
Can we get a timeline on when this is coming to Canada? About time we stop getting left behind.