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Slammed By Quality Concerns, Ford Struggles to Fix MyTouch

Maker committed to staying on the bleeding edge of technology, says CEO Mulally.

by on Jul.27, 2011

A Touch of the devil? Problems with the MyFordTouch system hurt the maker's overall quality score.

Though complaints about the infotainment system hammered Ford’s standing in the much-watched J.D. Power Initial Quality Survey, the Detroit maker isn’t giving up on its “MyTouch Ford” connectivity system but is working on ways to make it more user-friendly, CEO Alan Mulally says.

Ford, which was the top-ranked mainstream brand in the 2010 IQS slipped to a below-average ranking in the 2011 study, Power analysts saying that complaints about MyFordTouch were the primary reason.  But the infotainment technology has taken other hits from such influential sources as Consumer Reports magazine, which pulled several Ford and Lincoln models using the system off its recommended buy list.

The Inside Story!

Mulally said Ford is taking criticism of the system to heart and is working on series of changes. “We believe now that it didn’t have enough computational power,” Mulally told analysts during the company’s quarterly earnings call.

That translates into slow and sometimes inaccurate operation. The fix recommended by Ford’s trouble shooters is being applied right across the line and should help answer the customer complaints, claimed Mulally.

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