As communications systems proliferate in cars, they are becoming the biggest source of annoyance for owners, according to a study by market research firm JD Power.
From buggy Bluetooth systems to voice recognition systems that do not recognise voices, the problems with in-car computer systems have surpassed excessive wind noise as the most-cited issue.
And the problems are increasing, Renee Stephens, vice-president for US automotive at JD Power, said in a telephone interview. “Technology in the vehicles just didn’t keep up with all the technology that’s in the phones,” she said.
The vehicle dependability study, now in its 26th year, measures problems experienced by the original owners of three-year-old vehicles, in this case 2012 models. At three years, many consumers are thinking of replacing their vehicles, and many prospective buyers are considering cars just coming off a lease. Durability is cited as the most important reason for choosing a brand or a model, according to JD Power. Of owners who had problems with their Bluetooth systems, 55% said their vehicle would not recognise their phone and 31% said the phone would not automatically connect when they entered the vehicle.
The number 2 problem was voice recognition systems that misinterpreted commands. Effective voice recognition is seen as a critical function in cars if consumers are to be discouraged from distracted driving. Google and Apple are poised to enter the market widely, with new dashboard computer systems that will allow consumers to use their smartphones.
The study also showed that technology was playing an increasingly important role in buying decisions. In fact, 15% of new-car buyers said they avoided a model because it lacked certain technological features, up from 4% in last year’s study.
The study covered 177 specific problems grouped into eight major vehicle systems like exterior, seats, steering, suspension, braking and engine and transmission. JD Power then ranked brands by the number of problems reported per 100 vehicles; the lower the number of problems, the higher the ranking.
Lexus was the most reliable brand for the fourth consecutive year. Although Lexus lost that top ranking from 2009 to 2011, it had been on top of the survey for 14 years before that.
Toyota Motor Sales, with its Lexus, Toyota and Scion brands, and General Motors, with its Buick, Cadillac, Chevrolet and GMC brands, did well.
All their brands ranked in the top 10 and above the industry average.
The industry’s average for dependability in this year’s study was 147 problems per 100 vehicles, which was about 1.5 problems per vehicle.
By Cheryl Jensen
