Category: Articles & Commentaries

Discussions on topics of interest to drivers concerning things they may not understand about their vehicles as well as articles on the future of the auto industry.

Great Start: GM Will Make Door Unlock, Remote Start Standard

New Standard Services from GM

General Motors announced on June 5th, 2013 that GM Will Make Door Unlock, Remote Start standard (read, free!) for five years through the OnStar RemoteLink Mobile App. The services will be available for OnStar-equipped 2014 Chevrolet, Buick, GMC and Cadillac models “even if the owner declines to pay for other OnStar services.” Thirty-six 2014 model year GM vehicles are compatible with the app.

Bravo. We can only continue to encourage an expansion of the program, making it permanent and moving it down the chain to older vehicles equipped with OnStar. GM’s own statistics bear this out.

Mary Chan, president GM Global Connected Consumer stated “GM owners request remote door unlock assistance through OnStar more than 60,000 times each month, so it makes sense for us to offer RemoteLink Key Fob Services to enable customers to lock, unlock or start their vehicle from anywhere they have a wireless or cellular connection.”

Sixty thousand times a month! The company did not say but given the number of calls going into roadside assistance centers and service departments for owners of vehicles that do not have the luxury of OnStar, we will bluntly assume that a very, very large percentage are due to dead key fobs.

Safety First

These are safety issues for motorists who could very well be stranded in potentially dangerous situations, caught off guard by a dead key fob. The service should be free and permanent for ALL OnStar customers, period. And other manufacturers should at least offer instructions on mobile platforms to help them get in and start their cars – particularly those manufacturers foolish enough to hide the lock cylinder for the sake of aesthetics. Ford is the latest addition to this list.

Interestingly, GM says that “remote start is the most popular remote service by current users of the RemoteLink Mobile App”. If the company’s commercials are any indicator, the feature is fun to play with. And while clearly many GM owners use the service for convenience, our experience suggests a very large percentage are useful or necessary starts due to dead key fobs.

This is a GREAT start. But GM, take a step further to the front and make this free for all OnStar equipped vehicles. Forever. You’ll still have lots of stuff to sell.

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Remember that only proper service and repair procedures will ensure the safe and reliable operation of your car. In addition, proper safety procedures and precautions, such as the  use of safety goggles, the right tools and the equipment should be followed at all times to eliminate the possibility of personal injury or improper service which could damage the vehicle or compromise its safety.

These posts are for information sharing purposes only, and should not be used in lieu of an OEM service manual or factory authorized service procedure. We are not in the auto repair business nor do we publish automotive service manuals. Nothing we include on these pages and posts has been reviewed, approved or authorized by any vehicle manufacturer.

Technology is always changing and what is current and accurate today may be literally out-of-date and inaccurate tomorrow. And when it comes to the current state of flux in the auto industry, nothing is more true.

Permanent link to this article: https://dashboardsymbols.com/2013/06/great-start-gm-will-make-door-unlock-remote-start-standard/

Two Second Rule: Distraction Guidelines Seek to Limit Eyes on Text

Limit Eyes on Text

In order to keep a driver’s eyes on the road and hands on the wheel, the National Highway Traffic Safety Administration (NHTSA) has recommended disabling several operations in a vehicle unless the vehicle is stopped and in park. It is also recommending a limit to the amount of time a driver must take their eyes off the road to perform a single task to 2 seconds and six screen touches in 12 seconds to perform a task. These could include changing the radio station, adjusting temperature or answering a phone call using a car’s built-in hands-free software.

The recommendations are the result of findings from a new NHTSA naturalistic driving study, which showed that visual-manual tasks associated with hand-held phones and other portable devices increased the risk of getting into a crash by a factor of three.

The operations recommended to be disabled, unless stopped and in park, would include manual text entry for the purposes of text messaging and internet browsing; video-based entertainment and communications; and the display of certain types of text, including text messages, web pages, social media content.

Yes, everyday electronics in use while driving trumps random and occasional instrument panel distraction. Our concern is that the issue will remain under the radar until someone is injured or worse, much like the stop light that is only installed after repeated accidents at the same street corner. It doesn’t have to be this way.

Compliance Timeline

Automakers will have three years to retool electronic navigation and entertainment systems in order to comply as the final guidelines are phased in. And NHTSA Administrator David L. Strickland said the agency will consider including the distraction guidelines in its New Car Assessment Program, which is the basis of the government’s five-star safety light vehicle ratings system.

Truly the growing everyday use of electronics while driving are a proven danger and the agency should be applauded for the solid data backing up the guidelines. However, the elephant in the room remains the impact on a driver that a warning light has when it pops on while driving. Or worse, multiple lights. Or worse yet, an associated text message on the information displays embedded in today’s instrument panels. How about the growing use by manufacturers of fuel economy and battery life readouts? The impact on and time used by driver’s in these case should be considered as well.

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Remember that only proper service and repair procedures will ensure the safe and reliable operation of your car. In addition, proper safety procedures and precautions, such as the  use of safety goggles, the right tools and the equipment should be followed at all times to eliminate the possibility of personal injury or improper service which could damage the vehicle or compromise its safety.

These posts are for information sharing purposes only, and should not be used in lieu of an OEM service manual or factory authorized service procedure. We are not in the auto repair business nor do we publish automotive service manuals. Nothing we include on these pages and posts has been reviewed, approved or authorized by any vehicle manufacturer.

Technology is always changing and what is current and accurate today may be literally out-of-date and inaccurate tomorrow. And when it comes to the current state of flux in the auto industry, nothing is more true.

Permanent link to this article: https://dashboardsymbols.com/2013/04/two-second-rule-distraction-guidelines-seek-to-limit-eyes-on-text/

Tesla Model S Incident Shines a Laser on a Broader Problem

Tesla Model S Incident

We watched with a good deal of fascination the running battle between New York Times reporter John Broder and Tesla Motors CEO Elon Musk. Broder took to the interstate system in the northeast to test the Tesla Model S and the company’s charging stations. The resulting debacle has Tesla reeling, and while we hope and believe the end result will be a positive for the company and the buying public, we see a different problem and one that is faced daily by all car manufacturers, not just Tesla.

The reality is that new technology in nearly all new cars has drivers calling roadside assistance and service departments at alarming and increasing rates. Most drivers are more like Broder – average Joes rather than car jocks. What happened to Broder and Tesla is frankly not a new phenomenon. But because it is Tesla, the issue he faced received a great deal of attention and presents an opportunity to focus on a growing knowledge gap.

Case in point: shortly after the East Coast debacle, autoblog.com posted a video of Kelly Blue Book’s Micah Muzio – for the record, a car jock – attempting a trip from LA to Las Vegas in a Model S. On the way, he and his cameraman pulled into the Tesla Design Center to get a rundown on the car. And there we are, one minute and six seconds into the 14 minute video, and the screen shows in big bold letters “Warning! Information Overload!”

Overload Indeed

This is what an entire industry runs headlong into every day, and manages to miss! A driver getting too much information to process and remember. And in this case, the managing editor for a top automotive website!

Seriously, what chance does everyone else have???

It really is time to pause and think about this.

In the back and forth that erupted on Twitter, Rebecca Greenfield of the Atlantic Wire posted “If a New York Times reporter, with an entire squadron of Tesla employees at his disposal, can’t use a Model S electric car properly, as Tesla founder and C.E.O. Elon Musk strongly asserted in a tweet this afternoon, it doesn’t say much about the usability of Tesla’s cars for regular people.”

And while she is right, our assessments from the trenches suggest that new car dealer service departments handle nearly 30 million calls a year related to electronics issues in gas and hybrid powered vehicles (17,000 new car dealers in the U.S. and Canada averaging a half dozen calls per day). And a whole lot of those drivers are also in vehicles that won’t move, or that they are afraid to move.

These are not electric cars, but they offer a good deal of new technology unfamiliar to the driving public. Drivers need and want a car they can get into, start and drive. They have full lives and more than enough to deal with without their car companies expecting them to learn every detail about their rides.

This is not just about usability. It is also about how a vehicle communicates its status and needs to its driver. Lights, chimes, buzzers and text have been rendered useless.

The laser focus placed on the Tesla Motors incident is an opportunity to shine a light on and re-think this entire process and come up with something as new as the electric car itself. We firmly believe that Tesla will make the improvements needed in its cars. We hope that the same will be true of its car-to-driver interface, and that of every other manufacturer.

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Remember that only proper service and repair procedures will ensure the safe and reliable operation of your car. In addition, proper safety procedures and precautions, such as the  use of safety goggles, the right tools and the equipment should be followed at all times to eliminate the possibility of personal injury or improper service which could damage the vehicle or compromise its safety.

These posts are for information sharing purposes only, and should not be used in lieu of an OEM service manual or factory authorized service procedure. We are not in the auto repair business nor do we publish automotive service manuals. Nothing we include on these pages and posts has been reviewed, approved or authorized by any vehicle manufacturer.

Technology is always changing and what is current and accurate today may be literally out-of-date and inaccurate tomorrow. And when it comes to the current state of flux in the auto industry, nothing is more true.

Permanent link to this article: https://dashboardsymbols.com/2013/02/tesla-motors-incident-shines-a-laser-on-a-broader-problem/

The Company’s Problem or the Customer’s Problem?

Who’s Problem is It?

Company’s Problem or the Customer’s Problem. A recent headache we had with an online service prompts this post. Nearly every time an attempt is made to use the company’s service, a glitch arises. When the company is contacted, we are walked through the process of clearing the cache and closing and re-opening the browser as a “solution” to the problem. In each case, a full computer restart is actually necessary before the “solution” is effective and a common browser add-on must be turned off.

Note that we do not always contact them as we am quite familiar with the problem, and the fix. We just keep hoping beyond hope that they will have a software solution – this time.

Does this relate to the automotive business? It does indeed, as will become clear.

We use lots of software, web-based and otherwise, and they all have their quirks. None, however, require a system restart on every other use.

Your Product, My Time

The point is that it is truly maddening to have their help desk instruct me on what is needed to do to make their product work. What should be a 15 minute process is then 30 minutes or more, and they are not paying for the time. If it were not for the difficulties involved in making a change, they would have lost a customer. They have already lost any recommendations we might make.

As we went through this the last time, we realized that car customers face this exact problem. They call service departments every day with a growing list of glitches associated with advanced systems. They are then instructed on what they must do to make the company’s product work as needed – or get an appointment for service.

This message is thus for any company with a product and a customer for that product. Something is askew if you are making your problems your customers’ problems. Do you find yourself using the term “user issues”? Do you think your customer is the problem??

Look for new solutions or you will surely lose those customers. Some things can and should be fixed. Some, quite simply, may need a new and radical approach.

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Remember that only proper service and repair procedures will ensure the safe and reliable operation of your car. In addition, proper safety procedures and precautions, such as the  use of safety goggles, the right tools and the equipment should be followed at all times to eliminate the possibility of personal injury or improper service which could damage the vehicle or compromise its safety.

These posts are for information sharing purposes only, and should not be used in lieu of an OEM service manual or factory authorized service procedure. We are not in the auto repair business nor do we publish automotive service manuals. Nothing we include on these pages and posts has been reviewed, approved or authorized by any vehicle manufacturer.

Technology is always changing and what is current and accurate today may be literally out-of-date and inaccurate tomorrow. And when it comes to the current state of flux in the auto industry, nothing is more true.

Permanent link to this article: https://dashboardsymbols.com/2013/01/the-company%e2%80%99s-problem-or-the-customers%e2%80%99-problem/

Least Distracting Typefaces – Is This the Plan?

Least Distracting Typefaces

In late September, 2012, an item reported by Automotive News stated that a group at MIT (the Massachusetts Institute of Technology) was doing a study on typefaces that would mitigate driver distraction. That is, typefaces that would be the least distracting.

Sure enough, a bit of additional exploration turned up work at the MIT Age Lab conducted along with the New England University Transportation Center and Monotype Imaging Holdings Inc. The exploratory study wanted to see if “certain type styles can reduce glance time — the time away from watching the road when driving while interacting with in-vehicle displays.” (see the press release here)

So, in a period of time when State legislatures are banning text messaging using cell phones because of the dangers, private companies – with a clear vested interest – and universities are studying how to reduce the time it takes to read text produced by in-car displays!

Is this really the best we can come up with? Has common sense left the building permanently alongside Elvis?

The press release linked above actually cites National Highway Transportation Safety Administration statistics stating that 26,000 crashes reported to police in 2010 “involved adjusting a device/control integral to the vehicle” and that “glances longer than two seconds are correlated with an increased crash/near-crash risk.”

Is There a Better Way?

While the intent of the research is laudable, wouldn’t it make more sense to remove text altogether? If a GPS system can give audible turn by turn directions, can’t text be shifted to spoken word? Glance time would drop to zero and maybe 26,000 crashes would be eliminated, not simply reduced.

Seriously, lets teach cars how to talk about itself, not just where the nearest pizza shop is.

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Remember that only proper service and repair procedures will ensure the safe and reliable operation of your car. In addition, proper safety procedures and precautions, such as the  use of safety goggles, the right tools and the equipment should be followed at all times to eliminate the possibility of personal injury or improper service which could damage the vehicle or compromise its safety.

These posts are for information sharing purposes only, and should not be used in lieu of an OEM service manual or factory authorized service procedure. We are not in the auto repair business nor do we publish automotive service manuals. Nothing we include on these pages and posts has been reviewed, approved or authorized by any vehicle manufacturer.

Technology is always changing and what is current and accurate today may be literally out-of-date and inaccurate tomorrow. And when it comes to the current state of flux in the auto industry, nothing is more true.

Permanent link to this article: https://dashboardsymbols.com/2012/11/least-distracting-typefaces-is-this-the-plan/

New Car Problem? Your Dealer Wants the Call, No Matter Whose Frustration

A New Car Problem

It is an odd conundrum. Car dealers desperately wish that all drivers understood everything about their cars. And yet, given the alternative, the same dealers wants drivers to call them for answers whenever questions come up.

Any call is an opportunity to sell service, even warranty service, and the associated relationship and even dependency this builds between driver and dealer. However, there is an unrecognized danger here that has been experienced in the industry before. Customer fatigue.

In the late 1980s and early 1990s, Toyota correctly read into the frustrations of high-line automobile customers, principally those of Mercedes and BMW. Their vehicles, test beds for the latest and greatest features, tended to spend an inordinate amount in service bays. The end result was an entirely new line of vehicles that snared a lion’s share of the luxury car market by naming reliability, and thus customer convenience, as its mantra.

Unfortunately, that line, Lexus, while having raised service standards, now subscribes to those old mantras.

What is developing today, while different in scope, draws a close parallel to the events that resulted in the creation of the Lexus brand, not to mention Infiniti and Acura. The latest advanced features, while generally quite reliable, are not immune to requiring service. And many of these feature require a new level of driver participation. Navigation systems and Bluetooth connection requirements for example.

The problems experienced by drivers with the MyFord Touch system, while extreme, will hopefully serve to open some eyes in the industry. Turning the car into a rolling computer requires a level of knowledge that many, if not most, drivers do not have the time or patience to attain, and that may be simply out of reach for some.

So manufacturers struggle with wanting their customers dependent upon them, and simultaneously with educating those same drivers on the latest features. All too many drivers are frustrated, angry and at times even afraid of their vehicles. The landscape is ripe for a manufacturer who can find a new path to building cars that manage to include the latest and greatest while making their drivers a seamlessly connected part of the system.

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Remember that only proper service and repair procedures will ensure the safe and reliable operation of your car. In addition, proper safety procedures and precautions, such as the  use of safety goggles, the right tools and the equipment should be followed at all times to eliminate the possibility of personal injury or improper service which could damage the vehicle or compromise its safety.

These posts are for information sharing purposes only, and should not be used in lieu of an OEM service manual or factory authorized service procedure. We are not in the auto repair business nor do we publish automotive service manuals. Nothing we include on these pages and posts has been reviewed, approved or authorized by any vehicle manufacturer.

Technology is always changing and what is current and accurate today may be literally out-of-date and inaccurate tomorrow. And when it comes to the current state of flux in the auto industry, nothing is more true.

Permanent link to this article: https://dashboardsymbols.com/2012/09/new-car-problem-your-dealer-wants-the-call-no-matter-whose-frustration/

Dazed and Confused: Automakers’ Education Dilemma

Automakers’ Education Dilemma

Drivers and automotive service personnel are often very different animals. But they share one trait. New technologies have them all dazed and confused: drivers trying to understand those technologies and service personnel saddled with trying to explain them, and getting those explanations to stick.

Despite years of failure, car companies continue to believe that education is the way to go. Over the last 12 months, Ford, General Motors, Volkswagen, and Lexus have all set or reset education initiatives. Just like those that have come and gone, these new initiatives will likely fail, leaving all involved still dazed and confused.

The question must finally be asked. What do car companies know about education? Given the continued difficulties they face when introducing new features to consumers, the answer would have to be very, very little. The reality is they know nothing about education, just as educators know nothing of building cars!

Please do not misunderstand. We will not advocate for the improvement of consumer education. If the definition of insanity is doing the same thing over and over again and expecting a different result, then the automobile industry is already suffering from a collective insanity.

So why does education fail? We can think of two major failings. First, we have seen salesmen and service personnel alike make the same fundamental mistake and whether or not you have recently purchased a new car, you have likely experienced it too. It’s the ‘watch this’ problem. All of us have had someone sit down at a computer to ‘show us’ how to do something. We watch the results on the screen while someone else’s fingers manipulate the keyboard and mouse. In the end, we are left with absolutely no idea what was done to get to the result.

Still, that’s not the real reason education doesn’t work. The question is, how do any of us actually learn? Think of what you remember from school. Any school. Not easy is it?

So, the second reason is that in fact, we learn by doing. And repeating. Over and over. So, a driver will learn how to connect a new cell phone to his infotainment system by connecting at least three of them. Hopefully in rapid succession. A driver will finally understand what to do when the tire pressure warning light comes on the fourth time she has to deal with it.

Unfortunately, all that information can and will be lost with the passage of time. And time will pass between the sightings of a trouble light or the need to connect a new phone.

So, what is a car company to do? How about an infotainment system that does a show and tell on connecting a new phone. The instructions are out there and accessible to a connected infotainment system. And yes, we said ‘tell’: verbal instructions as well as on-screen visuals. How about connecting that voice to the instrument panel to that same infotainment system and having it give at least a rudimentary explanation for that warning light that just came on? Either could easily include an option to call the nearest dealer or roadside assistance for help.

Now those would be steps in the right direction, unless the car companies are not actually tired of frustrated drivers and service personnel.

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Remember that only proper service and repair procedures will ensure the safe and reliable operation of your car. In addition, proper safety procedures and precautions, such as the  use of safety goggles, the right tools and the equipment should be followed at all times to eliminate the possibility of personal injury or improper service which could damage the vehicle or compromise its safety.

These posts are for information sharing purposes only, and should not be used in lieu of an OEM service manual or factory authorized service procedure. We are not in the auto repair business nor do we publish automotive service manuals. Nothing we include on these pages and posts has been reviewed, approved or authorized by any vehicle manufacturer.

Technology is always changing and what is current and accurate today may be literally out-of-date and inaccurate tomorrow. And when it comes to the current state of flux in the auto industry, nothing is more true.

Permanent link to this article: https://dashboardsymbols.com/2012/08/dazed-and-confused-automakers-education-dilemma/