Consumer Reports calls infotainment system issues a 'plague' in US car reliability survey
Consumer Reports' 2014 reliability study highlights widespread owner complaints about in-car infotainment systems, with the magazine warning that the technology is now a leading cause of dissatisfaction and repair claims.
Consumer Reports has described problems with car infotainment systems as a “plague”, after its 2014 reliability survey found widespread owner dissatisfaction with the technology across the US market. The annual report, which ranks brands and highlights common faults, points to infotainment glitches as a leading cause of new vehicle complaints and repair visits.
The magazine’s chief auto tester, Jake Fisher, said the situation would appear even worse if the survey included every consumer complaint rather than just confirmed defects. Owners reported frequent problems even after they had acclimatised to their vehicles’ systems, with many describing the technology as confusing or unreliable. System crashes, frozen screens and failures to connect with smartphones were among the most common issues.
Infotainment faults now outpace traditional problems
Infotainment system reliability is now a bigger source of dissatisfaction than many traditional mechanical problems. While turbocharger and transmission faults remain concerns, Fisher noted that infotainment and other new technologies are driving a greater share of early repairs and warranty claims. This trend has affected brand rankings, with some manufacturers slipping down the reliability tables due to persistent tech complaints.
Toyota and Lexus again led the reliability rankings, repeating their performance from the previous year. At the other end, Chrysler’s brands remained at the bottom, with infotainment complaints contributing to their low scores. The survey focused on owner-reported faults that persisted after the initial learning period, suggesting these are not simply teething troubles with unfamiliar technology.
Why infotainment systems frustrate owners
Owners cited a range of recurring problems: touchscreens that freeze or lag, navigation systems that misbehave, and voice controls that fail to recognise commands. Many also found the systems difficult to operate, even after weeks or months of use. These issues have led to repeat dealer visits and, in some cases, ongoing dissatisfaction with otherwise reliable cars.
- System crashes and frozen displays
- Bluetooth and smartphone connection failures
- Complex or unintuitive menus
- Slow response times from touchscreens
The survey’s findings echo other recent research, such as J.D. Power’s reports that in-car technology is driving a surge in owner complaints. As manufacturers race to add features and smartphone integration, many systems have become more complex and, in many cases, less reliable.
Impact on manufacturers and buyers
Persistent infotainment faults are now a key factor in brand reputation and customer loyalty. For buyers, the risk of tech-related problems means that even high-scoring cars for mechanical reliability may still frustrate day-to-day use. For manufacturers, the pressure is on to improve software quality and user experience, or risk losing ground to rivals with simpler, more robust systems.
For more on Consumer Reports’ reliability rankings and how technology issues affect specific brands, seeConsumer Reports Releases Top 10 Unreliable Car Brands.
