Filed under: Gadgets (http://www.autoblog.com/category/gadgets/), I.C.E. (http://www.autoblog.com/category/ice/), Tech (http://www.autoblog.com/category/tech/), Infiniti (http://www.autoblog.com/category/infiniti/)
http://www.blogsmithmedia.com/www.autoblog.com/media/2007/11/g35_nav.jpg (http://www.autonews.com/apps/pbcs.dll/article?AID=/20071030/ANA02/71030011/1143/rss11&rssfeed=rss11)J.D. Power and Associates has polled owners of factory-nav equipped vehicles, and Infiniti's zippy-performing setup gets the nod for top honors from end users. Part of the win might be chalked up to the hard drive that the Infiniti system comes with, making it more responsive than a DVD based navigation system. Infiniti owners also tend to be more tech savvy than owners of other navigation-equipped vehicles, further contributing to the win. The study's results show that even after coming up with a few extra thousand dollars to get the fancy LCD in the dash, most drivers hardly scratch the surface of what the systems can do for them. Apparently, watching a little triangle follow an animated route is all many owners ever use their nav systems for, preferring to be even more helpless and use live operators to talk them in.

Ignorance leads to negative comments about maps that are out of date (easily rectified via updates), while actual technology gets in the way when it comes to wonky voice activation and real time traffic updates that have limited coverage in some areas. Despite the complaints, most owners declined to go back to the dealer for any kind of solution. Some owners apparently purchase navigation systems because they like the fancy cachet, while others actually use the systems. Those that use their nav more than twice a week tended to be more satisfied, pretty much proving that navigation systems are complex and take time to learn how to fully utilize before they're more than an expensive electronic bauble. Having used the Infiniti navigation system, we can say that it is among the best when it comes to ease of use and accuracy, but unfortunately, we're not junketing enough to far flung locales to actually need it.

[Source: Automotive News - Sub. Req.]
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Generally agree that navigation is good, but there are two huge flaws I wish Infiniti would address. One should be do-able with existing vehicles; why should I throw out a $40,000 car for a software upgrade? (even my $750 computer gets this right).

1) Voice prompts. "Or push back button ..." repeated each time, and no way to jog the prompts by hitting a button (e.g., skip all prompts when you know what you are doing and immediately get the "beep" asking for input). This would have *CLEARLY* come up in user testing if they had carried the experiment past first use, an obvious use case for a 10-year owner. This very nearly makes voice unusable, as by the time the system gets the address target I've already gone a couple miles - potentially out of the way. IT SHOULD ALSO BE FIXABLE BY SOFTWARE UPDATE!

2) System should allow the last address to be a template (e.g., lock-in state, city and then just search out street). Scrolling through hundreds of "Main Street" options for all of california when most searches are not going to trigger a 1,500 mile drive (thinking about driving patterns) is very wasteful.

While they are at it, they should get rid of the "Show Map" option, at least for voice. Would anyone really go through 3 minutes of voice prompts to show dot on a map while they are driving in a completely different area? How common is this use case vs. the payload of having to address it each time, and the possibility that one chooses incorrectly and then restarts the entire process?

I brought the first issue up via email to Infiniti ... *horrific response*. I've included the exchange below. Notice, I ask explicitly about a software patch for the voice system, and they respond by saying you order maps by visiting NAVTEQ. I get better customer service on a $100 coffee maker (literally, just had this happen) than my $40,000 car.

My observation: Infiniti should spend less time congratulating itself on what a great navigation system it has, less money on its commercials, and treat its paying customers like the asset they are. I could be "Infiniti for life", and push my wife there. That's a solid 10 more cars, which should be worth a lot. But I have lots of options, and some of them are willing to treat me like a valued customer rather than some idiot not worth even a tailored response that meets the low standard of my Krups coffee maker support line...

Matt.

---------------------------------
From: Infiniti Consumer Affairs [mailto:InfinitiConsumerAffairs@nissan-usa.com]
Sent: Tuesday, December 21, 2010 9:26 AM
To: Matt
Subject: RE: I need help regarding my vehicle

December 21, 2010

Dear Mathew:

Thank you for contacting Infiniti and allowing us the opportunity to be of assistance. We suggest you contact NAVTEQ Navigation Systems at 1-800-777-0325.

Unfortunately, Infiniti does not have the capability to order the maps for your GPS. We apologize for the inconvenience however NAVTEQ is in the best position to assist with your request as they have access to inventory.

Please feel free to contact us at 1-800-662-6200 (Option 6) with any questions or comments.

Thank you for taking the time to email Infiniti.

Sincerely,

Infiniti

Irene Colella
Consumer Affairs Representative
Infiniti

-------------------------
From: infiniticonsumeraffairs@nissan-usa.com
Sent: Wednesday, December 15, 2010 04:02 PM
To: Infiniti Consumer Affairs
Subject: I need help regarding my vehicle

firstname : Matthew
source : InfinitiContactUs

comments : In love with the car. However, one thing is killing me: the voice prompts. Constant repetition of "or push back button ..." and unable to FF when I know the entire flow for directions. Read the manual; it suggested "alternate" to truncate prompts, but had *zero* effect, other than getting rid of the initial voice prompt (menu). Is there any update here? Software patch? Any fix? Thanks!

year : 2009
make : Infiniti
model : G Sedan
mileage : 8000