MyFord Touch System Performance
Early adopters of Ford’s new touch screen system complained that it often crashed without warning, did not reliably respond to touch commands and failed to sync with mobile phones. Other than that it was great.
Ford released an update in March 2012 that overhauled some of the user interface and addressed a few performance issues, but that hasn’t stopped the complaints. In fact, one of the major complaints about the latest generation of MyFord Touch systems is how hard it is to update.
One complaint that keeps popping up is how the system got rid of all buttons and lacks any kind of feedback. And as is the case with any touchscreen, it becomes really difficult to use with gloves on, long fingernails or in very cold temperatures.
Then there’s issue of responsiveness. You have to believe the car industry wanted to jump on the touchscreen train after the popularity of numerous smartphones, including the iPhone, took off. But not all touchscreens are created equal and a screen you have to press over and over again waiting for a response is not a good thing, just ask Mike of Longview, TX who wrote to CarComplaints.com about his wife’s experience with MyFord Touch:
We have been having ongoing issues with the MyFord Touch Sync system. Backup camera, gas gauge, seat positioner control, radio interface, plus many others. My wife drives the car and treats it like a new born baby. She was stopped in a parking lot and trying to get her phone to make a call by pushing on the touch screen phone icon. Two taps on the screen and nothing. Third tap and the screen spider cracks at her finger.
How MyFord Touch Has Affected Consumer Confidence
Ford’s sharp decline in consumer satisfaction since 2010 is not tied to engine, transmission or fuel economy performance – although we could argue that these things don’t help – but to consumer frustration with the in-dash headache.
“[Ford] had a really good quality story,” said David Sargent from J.D. Power, in a telephone interview with The New York Times . “They were progressing steadily year over year, and everything was going fine.”
That was before MyFord Touch. Ford decided they wanted to be one of the first to market with a complete infotainment system and perhaps by rushing it they brought these words on themselves: “complex”, “confusing”, “non-intuitive”, “frustrating” and “aggravating.”
Here’s how Ford Customer Satisfaction Has Suffered Since MyFord Touch
- In 2010 (before the disaster that is MyFord Touch, known around here as BTDTIMYT) the automaker ranked No. 5 and was the highest-ranked nonluxury brand in the study.
- After MyFord Touch was launched in 2010, Ford dropped to below average, ranking 23 out of 32 in 2011 and 27 out of 34 last year.
- Ford plunged from 5th in 2010 to 23rd in 2011’s Initial Quality Study released by J.D. Power & Associates. Similiarily, Lincoln fell from 8th to 17th.
What Owners Are Saying About MyFord Touch
“The SYNC system is garbage. I only had the car for a week and the system would freeze up. The only fix was to turn the car off, then back on. After a few weeks, it froze up so bad that I had to have the battery unplugged to reboot the system. After a few updates the car wouldn’t recognize my ipod or any other MP3 device. I was told by Ford that the problem was that my ipod was too old, so I bought a new one. Then my ipod was apparently too new.” — keychy8, Greenwood, Nova Scotia
“This is where you buy hands free expecting that hands free is going to work. I could have bought an after market stereo that had hands free that was more problem free. ”I’m sorry I didn’t understand you“ or cutting out literally without even acknowledging that you are trying to make a call…..doesn’t load phone book….When I contacted the dealership their response was that Ford was working on it and I will receive information in the mail on how to fix……ya….2014 and still waiting….” — Tamara, Maple Ridge, BC
Not fair to sell an system that is full of problems and requires multiple visits to dealer! Awful! — Cheryl, Cranberry Twp, PA
A Series of MyFord Touch Lawsuits
On July 2, 2013, Ford was on the receiving end of a class-action lawsuit in a California court. The lawsuit questions the safety of having a car with MyFord Touch: it’s difficult to use and has documented problems giving owners access to other systems such as the defroster and rear-view camera.
The [lawsuit] cites internal Ford documents that purportedly show that 500 of every 1,000 vehicles have issues involving MyFord Touch due to software bugs, and failures of the software process and architecture. Owners report that Ford has been unable to fix the problem, even after repeated visits.
“In theory, MyFord Touch is a brilliant idea.” plaintiffs’ lawyer Steve Berman of Hagens Berman Sobol Shapiro said in a statement. “In reality, the system is fundamentally flawed, failing to reliably provide functionality, amounting to an inconvenience at best, and a serious safety issue at worst.”
In 2014, another class-action lawsuit sued Ford over similar claims. Ford Fusion owner, Sandra Storto, filed the lawsuit accusing Ford of deceptive trade practices, fraud, and warranty violations. Storto says the system isn’t worth the money because it’s an expensive, flawed product and even trying to update the software can cause a major headache.
“Had [the] plaintiff and the other class members known of the defects in the MyFord Touch system at the time of purchase or lease, they would not have purchased or leased class vehicles, they would have paid substantially less for the vehicles, or they would have purchased or leased Ford manufactured vehicles not equipped with the MyFord Touch system, if available, at a reduced price.”
Recent MyFord Touch Changes by Ford
In 2013 Ford announced plans to bring back more traditional knobs and buttons for the next generation of MyFord Touch, something consumers had been asking for. A Ford spokesman said the automaker has been talking about adding more buttons and knobs along with the touch screen features for some time and that some vehicles, such as the F series models, already include the knobs and buttons.
Then in 2014 Ford announced they were leaving Microsoft (SYNC) for a variant of Blackberry’s QNX-based operating system in future updates. This is the same embedded OS used by other manufacturers for a wide-range of systems, not just infotainment.
Don’t get too excited yet. Just because these changes have been announced, we’re still in wait-and-see mode to see if Ford can actually deliver an improved system.
Actions You Can Take
This step is crucial, don't just complain on forums! The sites below will actively manage your complaints and turn them into useful statistics. Both CarComplaints.com and the CAS will report dangerous trends to the authorities and are often called upon by law firms for help with Class Action lawsuits. Make sure to file your complaint on all three sites, we can't stress that enough.
Step 1: File Your Complaint at CarComplaints.com
CarComplaints.com is a free site dedicated to uncovering problem trends and informing owners about potential issues with their cars. Major class action law firms use this data when researching cases. Add a Complaint
Step 2: Notify the Center for Auto Safety
The Center for Auto Safety (CAS) is a pro-consumer organization that researches auto safety issues & often compels the US government to do the right thing through lobbying & lawsuits. Notify the CAS
Step 3: Report a Safety Concern to NHTSA
The National Highway Traffic Safety Administration (NHTSA) is the US agency with the authority to conduct vehicle defect investigations & force recalls. Their focus is on safety-related issues. Report to NHTSA
Also branded as MyLincoln Touch in Lincoln vehicles and MyMercury Touch in, you guessed it, Mercury vehicles. ↩
Not sure if the name will change now that the MyFord Touch relies less on, well, touch. ↩