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Infotainment glitches remain one of the most common headaches for new car buyers, with multimedia-related complaints now accounting for a quarter of all vehicle problems, according to the latest JD Power study released Tuesday.
The JD Power 2026 U.S. Multimedia Quality and Satisfaction Study surveyed 78,514 purchasers and lessees of new 2026 model-year vehicles within the first 90 days of ownership, from June 2025 through May 2026. It found that multimedia system issues occurred at a rate of 42.4 per 100 vehicles—virtually unchanged from the prior year. That’s enough to place infotainment among the top five most frequently reported vehicle problems.
While overall vehicle quality continues to improve, the shift toward software-defined cars is creating a new category of frustration. “As vehicles become increasingly software-defined, quality issues are leaning less toward hardware failures and more toward system complexity, software performance, and connectivity,” said Lisa Boor, director of customer success, OEM solutions at JD Power, in the study’s press release. “Customers expect these technologies to work seamlessly every day.”
The problem, in numbers
One out of every four problem reports now involves the multimedia system. That’s a signal that automakers have yet to crack the code on intuitive, reliable infotainment. Industry analysts point to several recurring pain points: slow boot times, unresponsive touch screens, Bluetooth pairing failures, and voice command misinterpretation. Unlike mechanical issues that can be fixed with a recall, many infotainment bugs require continuous over-the-air updates—and some are hardware-bound, leaving owners stuck with a laggy system for the life of the vehicle.
Consumer Reports’ 2025 auto reliability surveys similarly highlighted infotainment as a top complaint area, with some models experiencing double the industry average for screen freezes and reset loops. The JD Power findings reinforce that the problem persists into 2026.
Bright spots: navigation and speakers
Not all multimedia categories are struggling. Navigation system satisfaction jumped 17 points year-over-year, indicating that automakers are finally getting mapping and routing right. Speaker quality also improved, with more vehicles offering premium audio setups that delight users.
The study names several standout models. The BMW X6 earned the highest overall multimedia score among all vehicles. In size-based categories, the Hyundai Palisade topped the midsize and large vehicle segment, the Kia K4 led in the small/compact class, and the Jaguar F-Pace took the small/compact premium category.
Supplier performance also varied. Mobis Parts America, LLC supplied the multimedia systems for four of the six top-ranked models across segments. In navigation, Google’s built-in system in the Honda Civic scored one point higher than the HERE system in the Cadillac OPTIQ. For speakers, Panasonic emerged as the top supplier, powering the audio in the Acura Integra.
What dealers need to know
For car dealers, the message is clear: don’t assume the multimedia system works as intended. A growing number of customers return to the service bay within weeks of purchase, not for mechanical issues, but for software problems. Dealers should invest time in demonstrating the infotainment features during the sales process and proactively checking for known software flaws before delivery.
“Brands simplifying the experience while delivering reliable execution are best positioned to improve quality and satisfaction,” Boor said.
As vehicles become more expensive and complex, buyers are increasingly cross-shopping based on technology features. A poorly performing infotainment system can sour an otherwise positive ownership experience and drive negative online reviews. On the flip side, models that get the software right—like the BMW X6 and Hyundai Palisade—gain a competitive edge in a crowded market.
The road ahead
Looking forward, the industry expects further integration of AI-powered assistants and deeper smartphone mirroring. But without addressing the fundamental stability issues, these new features risk adding more confusion. Automakers that can deliver a lag-free, intuitive interface—backed by reliable updates—will likely win loyalty among tech-savvy buyers.
The JD Power 2026 study serves as a wake-up call: multimedia quality may not be as sexy as engine performance or safety, but it is now a decisive factor in customer satisfaction. For brands that treat software as a first-class component, the reward is higher scores—and fewer angry calls from the driver’s seat.
