J.D. Power: More In-Car Tech Means More Owner Complaints
J.D. Power’s latest dependability study finds technology-related issues now account for a fifth of all reported vehicle problems, with infotainment and connectivity systems leading the complaints.
Car owners are reporting more problems with their vehicles as manufacturers add new tech features, according to the latest J.D. Power Vehicle Dependability Study. The US-based research found that issues with infotainment, navigation and in-car communication systems now account for 20 percent of all customer-reported problems, making technology the most problematic area for new cars.
The study, which tracks issues reported by owners after three years of vehicle ownership, points to a clear trend: as the number of in-car tech features rises, so do the complaints. Bluetooth connectivity and built-in voice recognition systems are the most frequently cited problems. Owners report trouble pairing devices and frustration with systems that misinterpret commands. Navigation systems are also a source of dissatisfaction, with complaints about both usability and accuracy placing them among the ten most common issues reported.
Tech features drive industry reliability scores down
J.D. Power’s data shows these technology issues have contributed to a 3 percent year-on-year decline in overall vehicle dependability. The company attributes the rise in complaints to two factors: customers continue to struggle with usability problems first experienced in the initial months of ownership, and the sheer number of vehicles equipped with these features has increased. As a result, tech-related faults now dominate the dependability landscape, overtaking traditional mechanical issues in many cases.
Brand performance: Lexus leads, GM and Toyota follow
Lexus retained its position as the most reliable brand in the study, with owners reporting just 95 problems per 100 vehicles. Porsche and Buick followed, with Buick’s performance helping General Motors secure eight segment awards for models including the Buick Encore, Buick Verano, Chevrolet Camaro, Chevrolet Malibu and GMC Yukon. Toyota also performed strongly, taking six segment wins with cars such as the Lexus GS, Toyota Prius and Toyota Sienna.
- Lexus: 95 problems per 100 vehicles (best overall)
- Porsche: second place in dependability
- Buick: top US mainstream brand, strong segment performance
- GM: eight segment awards, including Chevrolet and GMC models
- Toyota: six segment awards, including Lexus and Prius
The findings highlight a growing challenge for manufacturers: balancing consumer demand for advanced features with the need for robust, user-friendly systems. As more drivers expect seamless connectivity and intuitive controls, the pressure is on carmakers to improve reliability and ease of use in their tech offerings. For buyers, the study suggests that while new features can be appealing, they may also bring a higher risk of frustration and faults over time.
