Smartphone Connectivity Woes Continue to Dominate Car Owner Complaints
Owners of new cars are experiencing more issues with smartphone integration than any other problem area, according to a J.D. Power study released Thursday. This marks the second year in a row that smartphone connectivity issues have emerged as the leading source of owner frustration in the firm’s U.S. Vehicle Dependability Study.
The study surveyed 34,175 owners of 2022 model year vehicles, assessing their experiences during the first few years of ownership. Participants could choose from 184 specific problem areas across nine major categories, including everything from seat comfort to powertrain functionality.
Tech Troubles Persist
The issues with “features, controls, and displays,” and the broader “infotainment” category, have become a consistent source of consumer dissatisfaction in recent years. J.D. Power’s Initial Quality Survey (IQS), which focuses on the first 90 days of ownership, has also highlighted these technology-related problems since at least 2021. The 2022 IQS specifically cited dropped connections with Apple CarPlay as the most significant issue.
Wireless smartphone charging emerged as a particularly troublesome area in 2023, indicating potential problems with the increasing number of convenience features being integrated into new vehicles. This situation points to a missed opportunity for improvement by automakers.
“Keeping pace with the rate of change in smartphone technology is a challenge for the auto industry,” the J.D. Power VDS concluded. The study also notes a worsening trend: roughly half of the top 10 reported problems relate to smartphone integration or connectivity.
The reported problems with Android Auto and Apple CarPlay connectivity saw an increase from 6.3 problems per 100 vehicles in 2024 to 8.4 problems per 100 vehicles in 2025. Over-the-air (OTA) updates, intended to mirror smartphone updates, have seen limited adoption; only 36% of owners performed an OTA update during the first three years of ownership. Of those, a mere 30% reported that the update improved the user experience.
The ‘Software-Defined’ Vehicle Era
The evolution toward “software-defined” vehicles may be putting significant pressure on automakers to meet owner expectations. The study suggests that automakers might be struggling to integrate the latest technological advancements as they roll out new cars on new platforms with new powertrain systems and advanced user interfaces.
Of the 27 new model launches in 2022, only four performed better than average compared to carryover models.
Reliability Rankings and Trends
Toyota’s recent relaunch of its truck and SUV line, for instance, caused some associated problems that knocked it from its top ranking, according to Consumer Reports. The study also noted the contrast between contemporary vehicles and older models and referenced the potentially overwhelming array of new features in modern vehicles, such as touch-sensitive climate controls and selectable regenerative braking.
One positive trend is a decrease in complaints from electric vehicle owners. “The gap between gas-powered cars and electric cars has narrowed significantly this year,” according to J.D. Power. However, plug-in hybrid powertrains remain the most problematic fuel type, according to the study.
Top and Bottom Performers
The top-performing brands in terms of fewest reported problems often demonstrate a conservative or incremental approach to new vehicle technology. The brands with the fewest problems reported per 100 vehicles are:
- Lexus (140 problems)
- Buick (143)
- Mazda (161)
- Toyota (162)
- Cadillac and Chevrolet (169)
The average number of problems reported was 202 per 100 vehicles. Among brands with the most reported problems:
- Land Rover (270 problems)
- Audi (273)
- Jeep (275)
- Chrysler (282)
- Volkswagen (285) Volkswagen’s high number of problems is likely related to its climate control interfaces, which rely on touch-sensitive sliders instead of traditional dials or buttons.
