Voice Recognition and Connectivity Problems Are Major Gripes for New-Car Buyers | Edmunds

Voice Recognition and Connectivity Problems Are Major Gripes for New-Car Buyers


Just the Facts:
  • Voice recognition and device connectivity problems are major concerns for new-car buyers, according to the J.D. Power 2014 Multimedia Quality and Satisfaction Study.
  • These problems are "creating a high level of angst among new-vehicle owners," according to Mike VanNieuwkuyk, executive director of global automotive at J.D. Power.
  • Problems with built-in voice recognition are on the rise, the study found.

WESTLAKE VILLAGE, California Voice recognition and device connectivity problems are major concerns for new-car buyers, according to the J.D. Power 2014 Multimedia Quality and Satisfaction Study released on Thursday.

These problems are "creating a high level of angst among new-vehicle owners," according to Mike VanNieuwkuyk, executive director of global automotive at J.D. Power.

Problems with built-in voice recognition are on the rise, the study found.

Consumers complain that such systems don't recognize or misinterpret verbal commands, names, words and numbers.

"With voice recognition and connectivity problems, owners have had to learn to live with the shortcomings of this feature and instead rely on such work-around options as knobs and controls on the steering wheel and head unit to offset the core problem," VanNieuwkuyk said. "Despite having alternative controls, this problem still negatively impacts owner satisfaction."

Built-in voice recognition surpasses wind noise as the problem most frequently reported by new-vehicle owners.

Bluetooth connectivity is the second most frequently reported problem, the study found.

Consumers griped that the system won't find their mobile phone or device and the phone won't automatically connect when entering the vehicle.

More than half of those surveyed said they use an iPhone OS and 41 percent said they use an Android phone.

The survey is based on responses from 86,118 new-vehicle owners surveyed between February and May 2014.

Edmunds says: This study notes that many of these voice recognition and connectivity problems cannot be fixed at the dealership.

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