A recent J.D. Power Quality Study revealed that infotainment is the most problematic issue facing new vehicle owners. 25% of all problems cited by new-vehicle owners are with infotainment systems, and 6 of the top 10 problems are infotainment-related. Infotainment has featured in quality and reliability studies for years now, and typically voice recognition has led the field in customer complaints. However, in this most recent J.D. Power survey, connectivity problems with Apple CarPlay and Android were the leading issue.

What is CarPlay?

CarPlay is a technology released by Apple in 2014 which allows your iPhone or other Apple device to interface with your vehicle’s systems. It is available on more than 600 vehicle models. When connected, your vehicle’s infotainment screen will display the CarPlay screen with iPhone apps that are commonly used while driving, and essentially replaces your vehicle’s infotainment display. With CarPlay, you can use your phone’s GPS system, view your call history and contacts, or use the music library or app on your phone, rather than working through the built-in infotainment system on your vehicle. Apple asserts that it is a “smarter, safer way to use your iPhone while you drive.”

The new iteration of CarPlay that was recently announced is designed to allow the driver to view the CarPlay control panel on multiple screens with the vehicle. It will also allow the driver to control other car systems from the CarPlay screen, such as climate control, and allow the vehicle’s instrument panel to be viewed on the CarPlay screen.

More information about the CarPlay refresh will be available at a later date, including which vehicles will support it. However, Apple did display a slide during its announcement which listed Ford, Mercedes, Nissan, Porsche, Land Rover, Audi, Acura, Honda, Lincoln, Jaguar, Volvo, Renault, Polestar, and Infiniti as car manufacturers that plan to integrate the new generation of CarPlay.

While the auto industry is always eager to hear about new developments, most people in the industry expect that it will take years for Apple to roll out a new CarPlay, and many are wishing they would fix the baseline problems with the existing CarPlay before trying to add new features.

What are the problems with CarPlay?

Vehicle owners are experiencing numerous problems with Apple CarPlay:

Losing connection: Owners describe how their vehicle initially connects to the CarPlay software but loses the connection, often disconnecting and reconnecting (and disconnecting again) while driving. New Honda owners report a lot of problems with this, whether it is the Honda CRV, Civic, or Odyssey, though it is common across many vehicle brands. Some people have also complained that CarPlay will not properly disconnect, even after disconnecting their phone. Vehicle owners have tried fixes, reboots, and even replacing the head unit firmware to no avail.

Buzzing: On phone calls and while listening to music, drivers are hearing buzzing noises when connecting to their phone using the CarPlay interface. This seems to be happening whether connected via bluetooth or USB cable, and with different OS updates. Some people report instances when their music completely cuts out and is replaced by a loud buzzing sound. This, too, is happening across brands – Honda, Toyota, and Subaru are all examples of auto brands that are dealing with buzzing in CarPlay.

Black screen: No one likes to see the black screen of doom, especially not when you are driving down the highway and relying on a working control screen for your maps or to make, or end, an important call. But that is what some drivers are experiencing. The CarPlay screen goes blank for no apparent reason, and many owners just live with it because they cannot get answers from either Apple or their dealer. This problem is reported in Audi, Volkswagen, Toyota, and numerous other vehicle brands. Some owners have had success fixing the problem (at least temporarily) with a hard reset but that is not always the answer.

Will not sync: A lot of owners have trouble connecting/syncing/pairing their Apple device to their vehicle at all. Sometimes this happens when the vehicle or device is new, and the owners are trying to pair them for the first time. It can also happen after an initial connection has been successful but the connection has been lost (for known or unknown reasons.) Owners of BMW, Range Rover, Audi, Ford, and other vehicles have been frustrated by this “Unable to Establish Connection” error message.

What are dealers and automakers doing?

Fortunately for vehicle owners, most dealers and manufacturers are trying to fix the problems with CarPlay under warranty or resolve claims to the owner’s satisfaction. If an owner has tried multiple times to have their CarPlay problems repaired, and the system is still defective, auto manufacturers are generally acknowledging the unreasonable repair history and are working with owners to find an acceptable solution.

For some owners, though, dealers and automakers are blaming Apple for problems with CarPlay, and Apple is assigning blame back to the auto manufacturers. These owners end up stuck between Apple and the automakers, with no one accepting responsibility for the problems and no one fixing their defective vehicles.

What should you do?

Consumer protection laws give vehicle owners options when their recently purchased vehicle does not work properly. State lemon laws allow a vehicle owner to bring a straightforward claim if their vehicle is defective and the dealer has been unable to repair it after a reasonable time/number of repair attempts. By bringing a successful lemon law claim, the owner can get a replacement vehicle, compensation, or reimbursement of the purchase price of their vehicle. AND the vehicle manufacturer will be ordered to pay ALL of the owner’s legal fees.

If you are having issues with CarPlay in your vehicle, you have options. First, you should ask your dealer about any software updates or recalls that may have been issued that could fix the issue. If that is not successful, you should tell them about your problems and request a repair. Keep records of all these interactions with your dealer as they will be important to a future lemon law claim. You can also try Apple’s help page dedicated to problems with CarPlay. DO NOT do anything that would void your vehicle warranty and possibly compromise a future legal claim.

If you are still having issues with CarPlay in your vehicle, contact a lemon law attorney for advice. Our experienced lemon law team at Timothy Abeel & Associates offer a free case review to discuss your options, and whether or not you may be entitled to a replacement vehicle, compensation, or reimbursement of the purchase price of your vehicle.

Timothy Abeel & Associates is a national law firm that handles lemon law claims across the country. Reviews can be seen on AVVO, Google, Glen Mills Yelp, Roseland Yelp, & Pittsburgh Yelp.