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March 26, 2025 – Today’s vehicles are essentially computers on wheels, and that digital complexity is taking a toll on reliability, according to JD Power’s latest study. The firm reports that infotainment systems now account for one in every four problems reported by new-car owners—a sharp rise that underscores the growing tension between advanced features and dependable operation.
The study, drawn from responses by more than 90,000 U.S. owners of 2024-model vehicles, found that infotainment-related complaints have nearly doubled over the past five years. Common gripes include slow touchscreen response, frequent system crashes, confusing menu layouts, and connectivity failures with Apple CarPlay and Android Auto. “Owners expect their car’s tech to work as seamlessly as their smartphone,” said Frank Hanley, senior director of automotive benchmarking at JD Power. “When it doesn’t, it’s not just an annoyance—it undermines trust in the entire vehicle.”
Exclusive perspective: the user experience gap
Unlike mechanical problems that often come with warning lights or drivability changes, infotainment issues are subjective and vary wildly by driver. A system that one owner finds intuitive may frustrate another. This variability makes it harder for automakers to benchmark quality. “It’s not enough to pack in features,” notes consumer tech analyst Megan Rutter. “The real test is how quickly you can adjust the climate while driving without taking your eyes off the road. Many systems fail that basic usability test.” Rutter points to recent studies showing that drivers spend up to 40 seconds longer interacting with infotainment screens than with physical buttons—a safety concern that regulators are beginning to examine.
Latest developments: OTA updates and brand improvements
Several automakers are fighting back with over-the-air (OTA) software updates. Tesla, which has long relied on OTA fixes, reported a 12% drop in infotainment complaints in the latest JD Power survey. Ford’s Sync 4 system also showed improvement after a major update last year, reducing screen lag by 30% in lab tests. However, smaller brands like Mazda and Subaru still lag, partly because they license third-party software that’s harder to patch. “The winners will be those that control their own operating systems,” says automotive software engineer Derek Lu. “If you’re dependent on a supplier, you’re always a version behind.”
Industry-wide context: from hardware to software
JD Power’s findings align with broader industry trends. The 2024 Initial Quality Study ranked infotainment as the top problem category for the third consecutive year, surpassing powertrain and exterior issues. Interestingly, luxury brands didn’t fare better: premium marques like Mercedes-Benz, BMW, and Lexus actually reported more infotainment problems per 100 vehicles than mainstream brands like Hyundai and Kia. The disparity suggests that complexity, not price, drives dissatisfaction. “Some luxury systems try to do too much—gesture controls, voice commands, haptic feedback, all at once,” comments Hanley. “Simplicity is becoming a competitive advantage.”
Safety and regulation: new considerations on the horizon
The National Highway Traffic Safety Administration (NHTSA) has been monitoring distraction-related crashes linked to touchscreen misuse. In response, the agency is expected to release voluntary guidelines later this year that recommend limiting the number of functions available while a car is in motion. Automakers are already adjusting: General Motors will reintroduce physical knobs for volume and climate in select 2026 models, and Volvo has publicly committed to reducing touchscreen reliance. “The pendulum is swinging back,” says design consultant Elena Voss. “We’re moving toward hybrid interfaces where critical controls stay tactile, and infotainment handles secondary tasks.”
What this means for consumers
For shoppers, the message is clear: a big screen doesn’t guarantee a better experience. When test-driving a new car, spend at least 10 minutes interacting with the infotainment system—pair your phone, set a destination, adjust the radio, and switch the climate controls. If you find yourself hunting for buttons or waiting for responses, consider that a red flag. JD Power’s data suggests that owners who are satisfied with their infotainment system are 50% more likely to recommend the vehicle to others. As cars become rolling devices, ease of use may be the most valuable feature of all.
