Ford plummets to 27th in J.D. Power vehicle quality rankings on Microsoft-developed ‘MyFord Touch’ woes

“The J.D. Power & Associates Initial Quality Study released on Wednesday shows that automakers continue to make gains in vehicle quality, but the black art of telematics design poses a growing liability, especially for Ford,” Cheryl Jensen reports for The New York Times. “Problems with its MyFord and MyLincoln Touch infotainment systems continued to bedevil the company, with other automakers hurt to a lesser degree.”

“Ford dropped from fifth place in 2010 to 23rd in 2011, largely on complaints from owners who found the telematics to be unintuitive and complex. This year, Ford fell to 27th. Lincoln, which was ranked eighth in 2010 and 17th in 2011, fell to 18th,” Jensen reports. “‘It’s not that the problem is getting worse, it’s becoming more prevalent because they are introducing more vehicles with MyFord Touch,’ David Sargent, vice president of global automotive research at J.D. Power, said in an interview. ‘So the ranking could be more impacted this year because more vehicles have it.'”

“Vehicle owners were asked whether they experienced any of 228 possible problems, which included mechanical defects and malfunctions, as well as design issues like the ease of use of controls. Other categories included exterior design, engine/transmission and audio/entertainment/navigation design. The study’s authors graded automakers on the number of problems per 100 vehicles,” Jensen reports. “Over all, Lexus was the top-rated brand for the second consecutive year, with 73 problems per 100 vehicles. The surprise this year was Jaguar, which rocketed from 20th position in 2011 into a tie for 2nd place with Porsche, as owners reported 75 problems per 100 vehicles. Rounding out the top five were Cadillac with 80 problems and Honda with 83. BMW, meanwhile, was back in the top 10 for the first time since 2005. Mr. Sargent added that BMW’s good fortunes were attributable to improvements across the vehicle range.”

Read more in the full article here.

MacDailyNews Take: As if we needed it, this article is yet more proof that The New York Times should be printing on toilet paper, but even that would be too good; The New York Times isn’t worth a crap.

Nowhere in the entire piece – not once – was the name “Microsoft” mentioned even though (and this would seem to be more than a bit of pertinent information) Microsoft developed “MyFord Touch” and “MyLincoln Touch.” Unbelievable. “The paper of record.” What a load of horseshit that is.

NYT, seriously, how much did Microsoft pay you and/or how incompetent can you possibly be?

From Wikipedia: “MyFord Touch (branded as MyLincoln Touch on Ford’s Lincoln brand products) is an in-car communications and entertainment system developed by the Ford Motor Company and Microsoft. The technology comes factory installed with Ford product offerings and is based on the Microsoft Auto 4.0 software platform. It is regarded as the next-generation of Ford Sync.”

Microsoft’s Midas touch strikes again. And the absence of Ford on the list of Apple’s Siri Eye Free vehicle maker partners means that Ford’s decision-making process is still hopelessly FUBAR.

Memo to Ford: If you still haven’t figured it out, Microsoft sucks. Always have and always will. Wake TF up already. Microsoft’s crap is costing you vehicle sales. That is all.

Of course, we predicted this ongoing fiasco rather concisely in a headline long ago: When crap collides: Ford and Microsoft team up for in-vehicle operating system – December 29, 2006

[Thanks to MacDailyNews Reader “WGary” for the heads up.]

Related articles:
Nine auto makers partner with Apple for ‘Eyes Free’ Siri integration – June 12, 2012
Stung by plummeting quality ratings, Ford to upgrade glitch-prone Microsoft-designed ‘MyFord Touch’ systems – November 7, 2011
Microsoft’s confusing, buggy Sync sinks Ford’s J.D. Power quality ratings – June 23, 2011
When crap collides: Ford and Microsoft team up for in-vehicle operating system – December 29, 2006

54 Comments

  1. Imagine the discount those vehicles will be given when trading in – not a pretty picture for current owners. And Ford will also take a hit on lease vehicles when put into used car market. Maybe Mulally is not as bright as he seemed. It is too bad, as Ford has done some great things, but hooking-up with MS was definitely a mistake.

    1. I think you, and MDN, are being too hard on Ford. I have an ’08 Focus, one of the first vehicles with Sync, and it’s great. It’s the MyFord Touch that later appeared that’s the issues.

      I applaud Ford for trying to add these features, well ahead of other manufacturers. I won’t denigrate them for not choosing Apple at a time when Apple wasn’t even playing the game.

      That being said, now that Apple is playing the game, Ford needs to jump in with them. Unless there’s a contractual reason they can’t have both Sync and Siri, then they should. If there is a contractual reason, they should be looking for any way out of it, even if it means paying a sum of money to M$.

      And don’t doubt Mulally. The man has done wonders for Ford. There’s are many reasons why Ford never asked for or took a bailout, but it starts with him.

      1. Sorry, Mr. McLargeHuge, but ‘good try’ ends after elementary school. Ford is a big and historically successful corporation. That means that it’s leadership should know how to judge winners and losers. Ford had the feedback needed to weed out this loser but, instead, chose to expand it to a wider range of Ford models in 2011. That is a massive mistake that will cost Ford billions of dollars. You would think that an automaker would realize that the user experience is everything…

        1. Ford had the feedback needed to weed out this loser but, instead, chose to expand it to a wider range of Ford models in 2011.

          Yeah, that was the most astonishing thing from the article. What was the meeting like where they made that decision?

          “Derp! Derp! MyFordTouch doesn’t work! What do we do?”

          “Derrrrrrp, I know! Let’s put it in more cars!”

          “Brilliant! Dur-hurr! More bonuses for everyone!”

          ——RM

        2. @ kingmel: you have got to be kidding. past results are no indication of the future, and good companies make stupid decisions all the time. “Ping” comes to mind…

          Simply put, MyTouch is crap on par with the rest of the automotive electronics industry. there is not an embedded in-dash infotainment system on any automobile worth buying. you can do better with an iPad and duct tape.

        3. ” That means that it’s leadership should know how to judge winners and losers.”

          Hey, we all know that big CEO’s know NOTHING about computers….. “Who is the biggest? Use them!” cause they must be the biggest for some good reason, right??

          Just a thought,
          en

  2. Actually, there is a new version out for “My Ford Touch”. It came out in March. The cut off for JD Powers review was the end of February. Thus the rating was based upon an old version. Not the current version.

    Yes to old version was TERRIBLE. Ford deserved a lower rating last year than it go. This year’s rating is a proper one for last year’s version.

    Yes, the new version is better. Ford would have done much better if the new version had gotten out in time to be reviewed.

    However, for anyone that looks at the new version, a simple warning: The new version sucks too. It just sucks less than the prior version.

  3. I REFUSED to buy the Escape because it had Powered by Microsoft on a big emblem on the front center of the dashboard ….

    When I saw it I could not believe my eyes ….

    Our company does buy F150 and F450 trucks and I got a new 2012 …. The sync features suck and I let Ford know it!

  4. While I’ve been looking forward to testing Ford’s new Fusion when it shows up late this summer, the presence of Sync/Touch was a warning flag to me. These results only confirm the problem is real. The others I’m looking at don’t have that component, so I may end up with one of them.

    1. I have only driven Toyotas, and never even considered a Ford car. But the 2013 Ford Fusion does look really nice to the point that I am seriously considering it. But assuming I like the test drive, the major sticking point at this time is the Sync. That may turn out to be a deal killer.

  5. Ford Sync drives me crazy.

    I wish I never bought my Ford because of it.

    I have to get on my knees and pull the fuse that controls Sync in order to reset it.

    The Sync recall earlier this spring took them three days to install the “fix.” Three days to install a software update? Luckily they paid for the rental car for those three days.

    The following week, Sync started having problems again. Back to pulling the fuse again.

  6. I’ve heard it said a smaller iPad is a solution in search of a problem. But what about as a dedicated device for things like, say, I don’t know, maybe a car? Seems to me a small iPad would be ideal embedded in a dashboard.

          1. This is exactly how it should work.

            Apple — I hope you’re finally working on this. I’m sick of the crap that all of the car manufacturers are shipping.

  7. FWIW- I will NEVER buy a Ford (or any other make for that matter) automobile as long as it has Microsoft ANYTHING in it. Too bad too, cuz some new Fords look nice.

    Wish they’d wize up and adopt the ‘eyes-free’ feature from iOS 6.

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