GM North America President Mark Reuss was a long-time BlackBerry user who recently switched to an Apple iPhone. “I was a BlackBerry person, probably for too long”, the executive told a group of reporters and editors (via Automotive News) who function as jurors for the North American Car and Truck of the Year awards, for which the Cadillac ATS is a candidate.
And just like Reuss’ decidedly belated switch to a modern smartphone, Cadillac waited to introduce its CUE infotainment and telematics system. The launch of CUE comes at a time when a plethora of publications have criticized Ford’s MyFord Touch and its Lincoln counterpart, MyLincoln Touch, infotainment systems for a significant amount of bugs while not being very user-friendly.
Interestingly, Ford was the first automaker to introduce a touchscreen-based infotainment system in its vehicles; in doing so, The Blue Oval has run into problems that it has struggled to fix — even though this writer has never experienced a problem with MFT after weeks of use. Predictably, Cadillac’s CUE has also been chastised by critics following real-world testing, of which many of them previously seemed to enjoy the system when at a standstill on an auto showroom floor.
Despite the criticism, GM took its time in developing CUE, aiming to provide a button-free user experience — including a seamless drag-and-drop functionality — that’s on the same level as an Apple iPhone or iPad. Coincidentally, Cadillac includes an iPad with the purchase of the ATS and XTS. According to Reuss, the choice to be different with CUE was a conscious one.
Reuss then went on to reflect that after switching to an iPhone, he picked up his wife’s BlackBerry and noticed a vast difference between the two devices. He believes CUE users will have the same reaction upon using the Cadillac infotainment system versus those offered by competitors. And despite what publications say about it, it will be the real owners of Cadillac vehicles that will reach the ultimate verdict.
Comments
The problem with CUE vs. The iPad is….and just follow with me, the iPad is designed to be slim, attractive, wowing, and all the while bringing stunning using experience for the customer……..with this in mind apple just can’t throw in any graphics processor, RAM, etc. Because they just won’t fit the form factor for the device so they use what they can….not saying it is bad, but there are more powerful processors available……with building CUE and comparing it to said iPad….the lack of graphics and stalled motion is a major miss when it shouldn’t have been…..and since Cadillac doesn’t have to worry about space like the iPad, because they can stash it behind the dash………they should have introduced a higher amount of power so CUE can be seamless because it is a beautiful interface…..it just lacks the grunte of an iPad……..
My theory? If you want old style controls you are going to say you hate any touch screen GUI.
I had a Terrain for awhile with the touchscreen and loved it. I cannot imagine why anybody would complain about its usability and functionality. I have yet to try the CUE system but I really doubt it is that much different than the GMC/Buick version.
I have on the net seen the Ford system and tney crammed way too many controls into it per screen. Reminds me of VW radios a few years ago with way too many tiny buttons. A human factor nightmare.
I have recently seen where both MotorTrend and Consumer Reports have ripped the CUE system (not that either of those publications have ANY credibility with me!). What I would really prefer would be a “docking station” concept for my iPhone that would put a few of its functions (nav, phone, etc.) on a larger screen on the dash. That makes more sense than the car trying to duplicate technology I already have. Other functions of the car (climate control, etc.) should remain on dedicated dash buttons/switches/dials, which are easier to use and don’t take attention away from driving. Right now, all of these systems seem to have too much “needless application of technology”. Good design & quality execution beat “slick, gee-whiz” technology every time, especially when today’s “leading edge tech” looks like a joke in 2 years anyway. Let the smart phones lead the way with technology, and just make a car that integrates the needed functions of the phone really well.
GM is already doing this in the Spark and Sonic. Just a matter of time before it gets into the other vehicles…
http://www.businessweek.com/articles/2012-09-10/chevy-adopts-bring-your-own-maps-approach-to-navigation
I’m not sure if a laggy touchscreen counts as “just right.” we’re in the market for a new luxury SUV, and the Srx has been written off because of this. It’s a shame, too — probably our first non GM vehicle in ten years.
I had to check when this article was written. It appears it was written a few months BEFORE CUE came out and was universally criticized by every reviewer who tested it. After reading them, I can’t help but shake my head at how is completely out of touch this article is with reality.
@USA1 the article was not written months ago, but rather several hours ago. Personally, my experience with CUE (and with MFT) has been great; I haven’t experienced any issues except not initially knowing where different functionality/buttons are located. After an hour of use, I was able to get around the system just fine.
What kinds of issues are you experiencing with CUE?
Seems the major complaints with CUE and Chevy/Buick/GMC “insert name”-link systems is using them while driving. The lack of tactile feedback is an issue I battled when I first moved from the iPod 5G to the iPod touch many years ago. I just dealt with it.lol
But don’t these systems all have voice commands? My CTS has rudimentary voice controls and it works fairly well for the most part.
Now, I’ve only played with the GM infotainment systems at the dealership, never while driving, so I’ll reserve judgement till I get to try one out in the open, but my experience while just sitting in the car was positive, though a bit overwhelming. I’m sure given the time, everyone will be able to adapt to the system, just like Mac users did with Mac OS X and Windows users will with Windows 8, etc.
And lest we forget, GM will be taking customer complaints seriously and improving the system to the point where it’s as good as the modern BMW iDrive and Mercedes Command systems (I’ve never used the Audi systems so I can’t comment). So I’m confident that eventually CUE/Link systems will rival other systems in no time. It’s already on par if not better than Mylink at least in Buick and Cadillac.
That said, I do love how Mercedes Benz takes the Apple approach and gives users options for the user interface. In the E-Class you have a really good voice control system, the command dial, and good old fashion buttons. So you choose how you want to control your vehicles systems. Since Cadillac is dropping buttons altogether it looks like that’ll be a luxury we just have to do without.lol
I’ve seen CUE ripped in the press as well. I’ve also seen it in the sun and the glossy panel doesn’t always present well in full sunlight. This is normal for some touch screens, but with so many controls depending on seeing the screen or center dash area, it can be annoying.
It can be done right, but it also can be expensive. Motor Trend’s Car of the Year is the Tesla Model S that has almost all digital controls from a gigantic 17″ full color screen. While some users lament the loss of physical dials, knobs, etc., the touch screen on the Tesla is said to be as good as the latest iPad. Very fluid controls, outstanding graphics, instant response, etc. I’m pretty sure it’s using a high end processor that allows the software to perform as we’ve come to expect from iPhone, iPads and Android devices.
Older drivers will have trouble with it too. I know it would confuse my elderly parents.
I talked to someone at the car wash who had a new XTS. He was around 45 and he liked CUE, but found it hard to use sometimes when driving, particularly on crappy streets or choppy freeways (we have lots of those in LA).
GM should have taken a little more time when developing CUE. The ipad works so good because your not moving around when you use it unlike when you are in a moving car on Michigan roads (worst in the U.S.) I have a lot of experience with CUE and a little with MyFordTouch. MFT was more difficult to get used to than CUE because there are 4 tabs you have to get around to do anything. The screen in the 2012 Focus I drove was also a far reach. CUE is much better overall, but when you are in motion on rough roads, it can be frustraiting to perform simple commands such as tuning the radio and playing with the volume. There should be knobs for these basic functions. You dont have to look for them, you just know that they are there and you can grab onto them. The intellelink system in Buicks are perfect.. no other word for it, There are volume & tuning knobs and the rest is basically a touch screen. If Cadillac just adds these simple things plus a touch sensative seek button, CUE would be 85% improved. Sometimes with CUE, you mistakenly brush different touch sensitive points and the haptic feedback also gives off a cheap vibration. These are minor issues though, compared to the simple volume and tuning/menu solutions that Cadillac should be working on RIGHT NOW!
Voice command works awesome for the CUE to perform simple tasks while driving. You can speak very natural and it recognizes 99% of the time. You should try it.
Cr they still have problem to change the clock on the old vcr..
I think MFT, CUE, and MyLink (to a degree) are far better ideas than the ‘grand German control knobs’ offered by BMW, Mercedes, and Audi. Haven’t had enough interaction with the new Lexus system to make a judgement yet, but it seems easy enough. The Porsche approach of a button for everything has merit, but I think it could be done better.
I’m on my 7th Cadillac…and it will be my last if I can’t get one without CUE…Cadillac should have made this system an OPTION. Idiots!
I have always wanted to own a Cadillac. I look at the Cadillac brand as the absolute pinnacle of what the General Motors company is able to manufacture. This is my third vehicle I have leased in the last 5 years, and I have continued to stay with the brand because I find their vehicles to provide that signature “ride” and luxury that one would expect.
In November of last year, as my 2010 SRX lease was about to expire, I already had my mind set on leasing a 2013 vehicle. I had done my research, and the thing I was more excited about than anything else was this new, revolutionary tech product called CUE. Being a huge gadget freak who needs to be the first to own everything new in tech, I wanted the new SRX solely for that CUE technology. In fact, when I went to the dealership and said I was interested in the 2013 SRX, the dealer talked endlessly about how fantastic the CUE system was. No doubt, dealers had been properly trained to make CUE the main focal point when trying to sell these vehicles.
I couldn’t believe how fast my level of excitement sank as I plugged in my iPod and found that every time I selected a favorite song, it played another. The way CUE handled playlists was atrocious.
Then, I was amazed to discover that upon trying to make a phone call, shortly after entering the vehicle, that I kept getting “the device is still attempting to initialize” response from the CUE system.
Of course, now all of us know that the biggest problems the CUE system faces are all caused by some engineer’s bright idea that none of the information from your phone or iPod should be permanently stored in its database. Every time you enter and leave the vehicle, the CUE system has to reindex itself and re-upload the same information over and over again. This is why you can’t make a phone call in the first 5-10 minutes of your drive. This is why if you have an iPod with thousands upon thousands of songs, it can never upload it all fast enough for you to be able to play the song you want.
Who looked at this kind of functionality and thought it was workable? Even worse, how the hell did Cadillac green light these systems to be installed in their vehicles?
Before I get to the meat of this story, I have to give credit to the CUE team. Not only have reps participated on this forum, but I have their direct phone number and have been invited to call them anytime that I have concerns.
The problem is, as much assurance as we have received that they are looking to fix these issues, I don’t think there has been a clear roadmap of what is going to be fixed in the update due this March (which was originally supposed to be due in January). If you look at the latest press release that GM has issued, you may think that a major fix is on the way — and you would be right. But exactly what is being fixed? I see nothing about iPod incompatibility nor the fact that you can’t make a phone call as soon as you get into the vehicle. I talk to a CUE rep on the phone and I am told that perhaps these problems can’t be fixed without the addition of a hard drive, and another CUE rep talks about flash storage capability. In other words, the stories change pending on who you approach at CUE.
Still, I give the CUE team a huge amount of kudos. At least they are trying. I can’t seem to say the same for GM Executives….
I decided to write a letter — an actual typewritten letter that you put a stamp on — to Daniel Akerson (Chief Executive Officer) and Robert Ferguson (GM VP of Cadillac). I questioned how the CUE system, with all its bugs, was ever approved for placement in their company’s flagship line of vehicles. Not an unfair question to ask, given the fact that people who buy a Cadillac expect the very best from the brand. You just don’t throw in some cool-looking dashboard entertainment system without making certain that people who pay good money for a product have to spend their initial months of ownership coming to a forum like this and complaining about how it doesn’t work.
And you know what? I wasn’t expecting that my letter would actually be read by Mr. Akerson or Mr. Ferguson. But I did expect that I would get some sort of professional, concerned response from the team that stands behind the Cadillac brand.
Well, the response did come in the form of a phone call. I hate to sit here and insult the people that are hired to deal with consumer complaints at Cadillac, but I felt as if I was dealing with someone who had no right to be in that position. The individual that called me seemed to be the kind of person I would talk to if I were calling the complaint line at my local Target store. I am certain the woman I spoke with was nice, but it was very apparent to me that she was uninformed, and was simply someone who was working in a call center so far beneath the Executive level.
After pouring out my heart in a letter about being unhappy with the CUE system and that Cadillac should be ashamed for putting it in their flagship brand, the response I got was, “There is nothing we can do for you.” When I asked if my complaint had even reached the Executive level, the response was something like, “Well, your letter did reach the Executive offices.” Really? And they had someone like you contact me to say “There is nothing we can do for you?”
Actually, after repeatedly voicing my disgust for the response, I was given some sort of compensation on service. It was a nice gesture that I would not have gotten without the objections I raised, but I am afraid the entire experience has left me somewhat “cold.”
Listen, there may be some of you who think I am making too much of this in light of the fact that the CUE team is trying.
My continued frustration is that the answers to exactly what has been fixed and what has not, is still not clear. Now three months into the ownership of my SRX, I still can’t make a phone call and I don’t even use my iPod, because I can’t.
Listen…..perhaps some of you can relate to what I am about to say….
One of the places I find the most solitude is in my Cadillac. As I drive to and from work, I immensely enjoy the ride beneath me. It is my time to relax, enjoy the drive, make a phone call or two, and enjoy the large collection of music I own on the vehicle’s sound system. The most pleasurable part of my day is often the time I spend in my SRX.
But you know what? I can’t listen to the music I want because the CUE system can’t properly play music from iPods with large libraries. I can’t make a business call without having to wait 5-10 minutes for the vehicle to initialize. This is not the kind of problems that customers who pay a premium for a vehicle like this should have to deal with. Furthermore, I would hope for more direct answers from the CUE team as to whether these problems will definitely be fixed. Lastly, the one thing you don’t want to hear when you bring the complaint all the way to the top of the GM Executive chain is, “There is nothing we can do for you.”
Ron—your comments about the CUE system and Cadillac’s response are right on. Despite all the talk about the “new” GM, the old arrogance and dismissal of customer feedback remains strong throughout the corporation. And Cadillac, here’s a note for you: I don’t care how great your newest models may look. If they take away the pleasure of driving, they are worthless to me.
I totally agree . I can not get the CUE system to understand verbal commands concerning navigation addresses and intersections. I have been back to the dealership four times and after rechecking the system out the only answer I get is that your automobile has all the latest software updates. My wife is so frustrated she does not want to drive the car anymore. I am the unhappy owner of a 2013 SRX in Dallas Texas.
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I have a 2015 SRX Cadillac , it only has 39,000 miles and the CUE is frozen. Dealer want $1100-1900 to fix it, I will never buy another one again. Call Cadillac corporate they will give me $300.00 to the dealer that is charging the most to repair it. They want do a recall knowing that the CUE has problems.