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Wired for Trouble: PHEVs top new vehicle problem list

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Toronto, Ontario -- Plug-in hybrid vehicles are now facing more initial quality complaints than battery electric vehicles, according to J.D. Power’s latest Initial Quality Study from June 25. 

The annual report, which tracks owner-reported issues within the first 90 days of vehicle ownership, found that PHEVs had the highest average number of problems per 100 vehicles–226–compared to 256 for BEVs and 180 for gas-powered vehicles. 

Among the leading complaints were infotainment glitches, including problems with Android Auto and Apple Carplay. J.D. Power noted that as automakers add more tech features, the number of reported issues has steadily increased. 

“While customers do find the larger touchscreens visually appealing, their functionality within the vehicle is an increasing source of frustration,” said Frank Hanley, senior director of auto benchmarking at J.D. Power in the release. “By retaining dedicated physical controls for some of these interactions, automakers can alleviate pain points and simplify the overall customer experience.”

For shops, the trend may have long-term implications, particularly as complexity increases in hybrid and electric models. The report pointed to rising dissatisfaction in areas like interior quality and driver-assist systems—factors that may ultimately affect repair expectations and recalibration work.

PHEV owners were especially critical of confusing controls and system alerts. Meanwhile, BEV models continued to show improvement year-over-year.

As the electric and hybrid market evolves, shop operators and technicians may need to prepare for a broader range of concerns from new vehicle owners.

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