Technology can be a fickle thing for automotive companies. Done right, tech can help sell cars. Done badly, and tech can sink a whole company's image.

Ford is battling just that problem. Its Sync tech has certainly contributed to healthy sales recently, but customers started to complain with the buggy advent of the MyFord Touch and MyLincoln Touch systems.

An update for the system back in March promised to fix the annoying restarts, the slow responses and the underwhelming voice control. The user interface also got cleaner, easier to read menus and iPad compatibility was improved.

Unfortunately, Ford is now saying the improvements probably came too late to be reflected in the J.D. Power quality survey to be announced today.

"We'll be about the same or slightly better," Bennie Fowler, Ford's group vice president of global quality, told Automotive News Tuesday. "The dramatic improvement we're expecting will come in the third quarter..."

Ford fell from fifth place to 23rd place in last year's new-car quality survey. At least part of the reason, if not most, was due to customer dissatisfaction with the two Touch systems. That ranked Ford and Lincoln below the industry average for the number of problems per new vehicle.

Consumer Reports told Automotive News that since the Touch upgrades, complaints about Ford products are down. The magazine's auto-test chief David Champion says "Ford's basic quality remains good."


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  • 27 Comments
      Brandon Allen
      • 2 Years Ago
      Ford isn't a bad company, geez. Their cars last a whole lot longer than 50k miles. My father in law has 250k on his explorer sport trac, another bud has 190k on his ranger. I don't like the infotainment crap though. All the previous knowledge about driver ergonomics where car controls were made to be eyes-free by shaping knobs buttons and leavers so you could recognize them by touch has gone away. All this stuff which they say makes cars safer by offering more automated systems is bunk. You constantly have to look just to hit a single button because it's touch. It's not talking on a phone that's causing accidents, it's these damn touch screens in cars!!!! Knobs, buttons, leavers. Those are the only control systems that should be allowed in a car these days.
        That Guy
        • 2 Years Ago
        @Brandon Allen
        Two vehicles that Ford killed. Sure, they resurrected the Explorer for their 2nd Taurus wagon......but its not nearly as capable /durable/reliable as the disgusting new one.
          XJ Yamaha
          • 2 Years Ago
          @That Guy
          Oh boy, the troll crawls out from his weeping corner to rant about a Ford article. Probably spent all last incoherently yelling at the local Ford dealership from across the street after hours.
      kyle
      • 2 Years Ago
      i love how people acknowledge the dangers of distracted driving and yet they want more and more infotainment crap and smartphone integration in their cars. it is possible to live without facebook and twitter access long enough to safely drive from place to place. automakers need to realize that modern infotainment is taking consumers eyes off the roads and putting them on fancy shmancy touchscreens and touch climate control/radio controls that don't always work.
      Apple addict
      • 2 Years Ago
      Except that Ford quality ratings haven't gone down due to this stupid MyFordTouchYorself. They have gone down, and they have always been near the bottom of custoer satisfaction surveys, because they make such unreliable, poorly built cars. Most Fords don't even last past 50k miles, and they have terrible problems-they have parts falling out, they blow up when thy get in crashes, and they light on fire spontaenously. No wonder they are recalled every second. My first car was a '90 Probe V6, and it was a perfect example of why all Fords are such pieces of ****. Fix Or Repair Daily!! Now lets wait till the UAW trolls vote me down.
        HydraulicDragon
        • 2 Years Ago
        @Apple addict
        If you're an Apple addict you are too closed-minded to have anyone respect your opinion.
        • 2 Years Ago
        @Apple addict
        [blocked]
        k_m94
        • 2 Years Ago
        @Apple addict
        Anyone who says Fix Or Repair Daily just proves their IQ is bordering single digits and their troll card past its renewal date.
        • 2 Years Ago
        @Apple addict
        [blocked]
        Making11s
        • 2 Years Ago
        @Apple addict
        An opinion based on a car from 1990 that you almost certainly bought used and a bunch of stuff you obviously made up. Seems legit.
        OnTheRocks
        • 2 Years Ago
        @Apple addict
        Lol, my POS Ford is only 15 years old with 175,000 Michigan miles. Lol what a sh!tbox. At least the gas pedal still works correctly.
      That Guy
      • 2 Years Ago
      This is what happens when you allow your customers to be the beta testers FORD THEMSELVES should have paid for prior to launching such a half-assed, problematic, technology for the sake of technology system
      Robert Fahey
      • 2 Years Ago
      I hope the pendulum swings the other way, toward siimpler cars in general. Maybe in a few years some focus groups will reveal that nobody actually uses these infotainment systems enough to justify them.
        • 2 Years Ago
        @Robert Fahey
        [blocked]
          • 2 Years Ago
          [blocked]
      Benjamin Hutzler
      • 2 Years Ago
      As the SYNC Specialist at my hometown Ford dealership and the owner of a fully loaded 2012 Ford Focus Titanium (with the SD Card NAV) and having done over 250 updates to Version 3.0 - this system is VASTLY improved over what it was! Thank you Ford for making my job easier when delivering Focus', Edge's, Explorer's, '13 Taurus' and Flex's with the new system.
        Dean Hammond
        • 2 Years Ago
        @Benjamin Hutzler
        Ben, I want to go back to 10 minute deliveries....lol.......
        That Guy
        • 2 Years Ago
        @Benjamin Hutzler
        Ben... Stuff like this should be instantly intuitive.....like the iphone or ipad. Ford failed twice. Once when they introduced it and again when the band-aid "fix" came out.
      Hazdaz
      • 2 Years Ago
      I really hope that this is an eye-opener for Ford and they decide to reevaluate their infotainment offerings. Even being a professed computer-nerd, I want my car to be as simple as possible when it comes to controls for heat/AC and the stereo and such. There is no good reason why all the controls inside car can't be handled by 2 or 3 knobs and a handful of switches. That's about what most vehicles I've been in recently have, and without even looking I can turn up or down the AC, change where the vents are pointing as well as accomplish most any other functions. For navigation I have my phone which gets fed into my stereo. I don't even need to look. Ford should have learned from BMW and all the heat they got for their 1st gen iDrive a few years back. These systems have to be both bullet-proof in their operation and extremely simple to navigate its menus. People aren't going to pulling over to the side of the road to try to find the sub, sub, sub menu that controls the heater or radio... they are going to be doing all that while traveling at over a mile a minute.
      David
      • 2 Years Ago
      They should license Hyundai's solution. It has none of the bugs of Ford's and it's lagless as well as extemely reliable when it comes to iPhone integration.
      • 2 Years Ago
      [blocked]
      GoSpeedRacerGo
      • 2 Years Ago
      I upgraded my 2011 Edge and the touch response is better, but voice recognition is still spotty and it seems to have forgotten how to shuffle the music on my iPod. Ford needs to do a more thorough job of testing and debugging the technology instead of rushing it to market; apparently they didn't learn from BMW's experience with iDrive.
      marthabrinkhaus
      • 1 Year Ago
      My husband is a Ford retiree. We purchased a beautiful cherry red 2012 Ford Edge. We had no idea about the new My Ford Touch screen and what a pain in the neck it is. The screen is hard to use as you drive. I'd liken it to using a cell phone. For safety sake, you should pull over to the side of the road before attempting to use the touch screen. We no longer even turn the radio on or off because most of the time the touch screen doesn't work. When we do get it on, we just leave it on and adjust our volume up or down. We're sure there are many other technical features on this screen we could use, if we'd just read the 500 page book that lumps all new Ford vehicles together. This means you need to read the whole book in-order to see if any of these features apply to your make of car or truck. Yes we also have a backup camera, but we can't see if anything is coming left or right because the side windows are obstructed due to the head rests. This car/truck/suv is not very user friendly. Some Ford designer should give the Ford Edge a shove off a high cliff.
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