Ford ReactsTo Complaints - Issues Free Software Update For Sync System

FREE TECHNOLOGY UPDATE FOR FORD INFOTAINMNET SYSTEMS

By Marty Bernstein
Senior Editor-At Large
The Auto Channel

Dearborn MI Nov 7, 2011; Proactively Ford is responding to its customers and the JD Power IQ survey results which have noted problems/issues/difficulties mastering the new technology which runs the on-board-computer information and entertainment system and settings for navigation, radio, music and other functions.

The fix? A free software upgrade.

Repeat, a free software update. When? Early next year all existing owners of Ford vehicles equipped with the MyFord Touch system will be mailed a USB flash drive with the software upgrade for installation that they can do at their own convenience. If they prefer, owners may also visit their local Ford or Lincoln dealer for the software installation. The upgrade mailing will include instructions informing owners how to simply plug the USB flash drive into the MyFord Touch Media Hub’s USB port in order for installation to automatically begin.

A video demonstration of the improvements can be seen below

And isn’t that nice. Here are some of the improvements.

Simpler graphics, faster touch-screen response and easier-to-use controls are among the many enhancements to the voice-activated in-car connectivity system. Customers will also experience significantly faster touch-screen response times, one of the top requests from owners. The new features include support for tablet devices and Audible.com audiobooks, improved navigation maps and enhanced voice recognition interaction.

Since MyFord launched last fall, Ford has held four customer clinics in which hundreds of owners talked directly to Ford engineers about their experiences with the new technology. Owner feedback was clear and consistent, revealing that MyFord Touch was a key purchase reason. Four of the top seven purchase reasons of the MyFord Touch system: the touch screen, steering wheel controls, voice recognition and dashboard styling.

While owners reported that they love the system, there were distinct areas where they wanted improvements. Earlier this year, Ford started delivering on their requests, beginning with more instructions and information on how to best utilize the capabilities of the system. Two new programs modeled were launched a new MyFord Touch owner support website featuring how-to videos at www.syncmyride.com. Second, free “SYNC My Ride” personalized training sessions for new owners are now offered through Ford dealers – scheduled at customers’ convenience.

“The keys to continuous improvement are simple: Listen, learn and respond. That’s how we’re going to keep our customers happy,” said Gary Jablonski, manager, SYNC Platform Development. “Evolving the software with meaningful enhanced features was part of our plan from the very beginning. It’s no different than the experience with our smartphones and laptop computers – except now, it’s your car that gets better.”

All of the new improvements will be offered to existing owners of MyFord Touch-equipped vehicles, including the 2011 and 2012 models of Ford Explorer and Edge and the 2012 Focus. Owners of 2011 and 2012 Lincoln MKX crossovers will also receive the upgrade for their MyLincoln Touch™ systems.

“We’re seizing the opportunity to continuously improve the Ford ownership experience, and revolutionize what it means to own a car,” said Reitz. “Introducing new technology is only one step in our journey to become known as a technology company. Consistently improving it based on what our customers are telling us marks another milestone in that journey.”

Better Looking Screens
The visual enhancements to MyFord Touch are based on simplifying the graphics with larger, bolder fonts, removing low-priority visual content, and designing screens based on a consistent pattern. More than 1,000 screens in total have been updated with the improved look. Ford has removed buttons, relocating high-use controls closer to the driver’s reach, simplifying tasks and improving font size.”

The new fonts are as much as 40 percent larger on some redesigned screens. The fonts also are wider and bolder to provide easier legibility, particularly among the rapidly increasing number of drivers age 60 and older.

New features
Ford also took the opportunity to update the performance of the system and add new features for customers to help them keep pace with the fast-moving consumer electronics market. Faster touch-screen response time, for example, was a key request from owners. Initial testing shows that touch and voice response is at least two times faster than the current system.

Also, the software upgrade includes the following enhancements:

Improved voice recognition experience powered by Nuance
– Quicker voice recognition upon startup and faster command prompt when the voice button is pushed
– Voice commands used in conjunction with navigation are simplified through elimination of the need to provide street direction, e.g., “Main Street” instead of “North Main Street”
– Music requests are simpler by removing the need to include the additional song, album or artist information often found at the end of a name in parenthesis or brackets
– Customers can find their favorite sports team in action via new Sirius Game Finder simply by saying a command such as “Tune to Detroit Lions game”

Tablet device compatibility
– Music and other media content from most popular tablet computers like the Apple iPad can now be accessed through a simple USB connection –

Audible.com audiobook support
– Listen to Audible.com content using voice commands or the easy-to-use touch-screen controls

Connected navigation powered by TeleNav features new map data by NAVTEQ
– Updated map views are richer and feature more 3D landmarks
– Views of freeway junctions and signs are enhanced through photorealistic screen images
– Smart routing options are provided based on a database of historical traffic patterns

Phone compatibility
– Automatic Bluetooth® connection upon vehicle entry has been improved
– Noise and echo cancellation during phone calls has been improved to enhance call quality

Gracenote® album cover art database
– Inclusion of the latest music metadata available enhancing the music playback experience
– Improved voice recognition for music search allowing drivers to pinpoint artists with hard-to-pronounce names or nicknames

With these updates, changes and improvements Ford has shown it is sincere in becoming a true technology company that listens and responds. It’s the start of a new trend in automobile marketing.