Ford aims to fix troubled MyFord Touch system

Consumer complaints about the MyFord Touch system have torpedoed Ford's reliability ratings. Now the automaker is trying to do something about it -- offering current owners a free software upgrade that it hopes will fix the problem.

Glitches in MyFord Touch -- the latest version of the SYNC control system, which manages climate, navigation, music and phone calls -- resulted in lowered reliability scores for Ford models in both Consumer Reports and J.D. Power ratings this year.

• Ford slammed in latest Consumer Reports survey
  
• J.D. Power quality survey faults Ford system

In an unusual move, Ford says it will send out flash drives early next year to some 250,000 owners of Fords and Lincolns with versions of the system. Owners can upgrade it themselves in about 45 minutes, the company says, or take it into a dealership for a free software change.

While Ford didn't mention the reliability ratings in Monday's announcement, the company did say it is responding to surveys showing owners want faster and simpler graphics that are easier to use on the touch-screen system. The touch screen itself replaced traditional knob and button controls.

• The system responds faster to touch-screen commands
• Some buttons were cut from the screen -- an attempt to reduce clutter -- and heavily used controls are now closer to the driver
• Text size is 40% larger on labels for some controls
• Voice commands are simplified for navigation and playing music

In addition, the upgrade will include the capability to access music from tablets like the Apple iPad and to listen to audio books downloaded from Audible.com.

The electronic control system, which Ford pioneered, has been an important sales advantage, especially among younger buyers. Thus it is important for the company to make sure glitches and user difficulties do not sour buyers on the new technology.

In addition to the upgrades on existing 2011 and 2012 models, the updated system will be installed in upcoming redesigned versions of the Ford Taurus sedan and Ford Escape small SUV.

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Jerry Edgerton

View all articles by Jerry Edgerton on CBS MoneyWatch»
Jerry Edgerton, author of Car Shopping Made Easy, has been covering the car beat since Detroit companies dominated the U.S. market. The former car columnist for Money magazine and Washington correspondent for Business Week, Edgerton specializes in finding the best deals on wheels and offering advice on making your car last.

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