Consumer Reports Believes That Ford Should Have Called It MyFord Glitch


Less than a year and a half after Consumer Reports first devastated Ford with its critique of the automaker’s MyFord Touch infotainment system, the influential arbiter of consumer decisions is back at it again with an even more devastating review of MyFord Touch — one that comes after Ford’s mighty efforts to fix the platform.

“Why the MyFord Touch Control System Stinks” is the title of an almost-vitriolic blog posting on the magazine’s web site by Eric Evarts, a senior automotive editor. “We wouldn’t recommend dealing with the frustration of MyFord Touch on a daily basis even to an adversary,” he wrote.

Specifically, Evarts didn’t like how Ford has removed lots of conventional buttons and switches on MyFord Touch — essentially, Version 2.0 of its pioneering Sync infotainment system — in favor of touch-screen commands and voice controls that he says are badly executed, complicated, and potentially a safety concern as Ford and Lincoln drivers try to use the system while hurtling down a highway. [more]

The magazine began knocking MyFord Touch in the spring of 2011, pointing out some of the same flaws that Evarts believe the system still bears. Around the same time, J.D. Power & Associates downgraded Ford’s overall “quality” ratings, largely because of problems with its approach to infotainment. Ford executives grimly vowed to get the thing fixed.

But even by Ford’s own measure, the software upgrade it sent out to correct the problems with MyFord Touch hasn’t done its job completely. The main part of Ford’s reaction to the latest Consumer Reports blow this week was to cite a company survey showing that 71 percent of MyFord Touch users now would recommend the system. So that means nearly 30 percent of MyFord Touch and MyLincoln Touch users still dislike the system even after Ford went to the trouble of providing them an upgrade that was specifically designed to address its problems.

Even three years ago, Ford was the darling of digerati because of the trailblazing nature of Sync. In the fast-moving world of consumer electronics — a far-faster-moving arena than automotive development — things can turn on you quickly.