Cadillac has been a busy brand, attempting to right a handful of wrongs with its vehicles, and put the brand back on the luxury automaker map. Unfortunately, consumer feedback tells a potent story regarding Cadillac satisfaction and reliability.
Consumer Reports‘ latest reliability survey shows the Cadillac brand falling seven spots to 25th place on its rankings. Most of the dissatisfaction stems from the CUE infotainment system experiencing lag, and a lack of ergonomics with the system entirely. In short, the same problems the system has been plagued with since the system’s launch.
Cadillac has responded to Automotive News over its poor performance stating the following:
Cadillac’s product development experts are analyzing this data, along with other information we have [from] owners, as part of the ongoing elevation of our product portfolio. There are significant upgrades to 2016 models in production now, including enhancements to CUE such as faster and more powerful system response and the inclusion of Apple CarPlay.
On the other hand, Buick was the only domestic brand to remain in the top ten of consumer reliability, sitting steady at number seven, but down from sixth place in 2014.
Comments
Audi and BMW ranked substantially higher and the only major competitor ranked in the poor category was Mercedes.
Sadly, have to differ with Johan that they have enough engineers and car guys–some of the customer base tends to differ! Products need substantial improvement. Hot shot marketing and promotion won’t overcome stumbling blocks such as this. The existing customers need to be happy since there is no worst recommendation than a upset customer. Floating vehicles over Manhattan skyline and affiliations with upscale hotels will not overcome product deficiencies.
I own a 2014 CTS Luxury Edition, which is equipped with CUE and although it took a week or so to get used to it, I haven’t had any issues with it at all. I think most of the complaints are BS…you have to give it a chance…if you do you’ll find it works just fine.
I have trouble understanding these people rating infomant systems under reliability. How or why should it get points knocked off because someone is not tech savey enough to use it. Now if it was malfunctioning that would be different. I know plenty of people that love the CUE system after a few weeks of getting used to it.
Dan
I’ve had roughly 2 years with the CUE system in my 2014 ATS Premium. Personally there was a short adaptation period but overall I don’t have a major problem with maneuvering through the system and everything it controls. What I do have an issue with is response time or response at all. What I find myself doing is taking my eyes off the road to make sure I’m not missing the controls and in most situations I’m not. The touch system leaves a lot to be desired.
Possibly a better system would have included redundant knobs.
I understand your issue Martin and have heard plenty of people also complain about that. But in my mind that is a design flaw and ergonomics issue, it should still not fall under realibity. As long as the system dose what it supposed to and turns on everytime, it’s doing its job. I have heard that Cadillac has a whole new infomant system in the works and to be out by the end of the decade presumably losing the CUE name and first showing up in the flagship(ct8).
Agree with you on classification, but personally there is a lot for Cadillac to improve on in reliability.
In 24K miles I’ve had the DIC replaced, part of right mirror blind side alert system replaced, steering knuckles replaced, and a delaminating windshield replaced the week after I purchased the car–delivered with the windshield delaminating. This doesn’t include the 6-7 recalls. These are reliability issues and totally out of character with a car that is supposed to be a premium brand.
The name doesn’t have to change just the ‘User Experience ‘.
There is some brand equity ( not all good unfortunately ) built up in the 4years that it has been on the market.
I find it hard to understand CUE being captured under reliability, if it fails to turn on the AC, that would be an issue. I find myself interfacing with CUE through the steering wheel controls and therefore not having to touch the screen much at all. To me reliability should consist of the main engine, transmission, and chassis systems along with AC, heater, defrosted, and power accessories.
25th out of 28 and a seemingly premium brand is bottom of the barrel.
Customers that are having reliability problems with a luxury car will tend to look elsewhere when its time for a trade-in . When you spend that kind of money you expect things to work correctly . CUE has been a problem since it first showed up , and in typical GM fashion they don’t do anything with it for 3 to 4 product cycles . and if left as is in some of the older models, sales will suffer .. We will have to wait to see if the redesign of CUE in the CT6 and XT5 are better . And in the mean time the rest of Cadillacs fleet will age with the same issues they have now because of their self imposed hiatus . Dumb and Dumber , and its not just CUE , its alot of the little things that make a big deal like ergonomics etc.. So while Cadillac hides in Warren’s Tech Center the rest of the Teir 1 luxury automakers will enjoy market share and profits . Seriously……………..
I would not get too worked up here as this was consumer reports.
The fact is their record for consistent reviews is pretty spotty itself.
Note too how they have praised the Tesla for everything including curing cancer but yet this time they bash it for poor quality.
I have seen them test a model one year and praise it for quality and the very same car built on the same line with the same parts get beat for poor quality the next year. Even different cars built on the same line like in the past have praised a Buick and cursed a Pontiac even on the same platform and with mostly the same parts?
The only real quality I question here is Consumer Reports.
If you want a car reviewed do you go to a toaster tester?
Scott
This is not a review of Cadillac! This represents owners of Cadillac reporting on their vehicles! They are not impressed. Totally scientific–no, representative–probably yes.
I don’t drink the Cadillac is currently great Kool-Aid. Prove it to me first.
Cadillac has a lot of work to do!
Martin I have pleased here often that Cadillac is good but not good enough yet. You have read my post. I am not fooled by just better products and I agree they still have work to do. Even Cadillac states this.
As for Consumer Reports they are the reporting agent of the customer metrics here. They are very inconsistent and often times not accurate.
They have to factor in that customers are generally not always unbiased and often time misrepresent what really is going on or wrong as they often have no clue.
Listing Cue as poor quality is not accurate.
It can be poor user design or poor interphase but that is not poor quality.
Scott
Just to set one fact straight on the Tesla. CR in its test was thrilled with the Tesla. THEY have nothing to do with the reliability ratings. The reliability ratings are based on the experience of the owners. I believe there were approximately 1400 Tesla owners reporting their concerns. CRs recommendations are based upon their test results AND customer reported reliability ratings. When CR had the benefit of customer reliability ratings, they pulled the recommendation.
Scott
I wouldn’t poo poo CR and its ratings. Just ask the Tesla stockholders after the stock tanked nearly 10% when this reliability report information was released. The CR reliability ratings have a fairly large impact on the buying public.
Well I do not discount their impact on the public who do not always know better. But I do will critic their ability to report accurately just what is going on out there with many models.
Generally if you have worked on cars for a living you know where things go right and things go wrong and generally they seldom have correlated with Consumer Reports.
I have read them since the 70’s and even when I was young never agreed with much of what they reported automotive.
They look at and treat cars as an appliance and not as what they are or too often what their specific purpose is.
They will down grade a sports car because of now trunk space or the lack of cup holders?
They will praise a Toyota yet in less than ten years they had trucks rusting in half among other issues.
Relying on the public to report issues and then not always reporting the results in an accurate matter with in context has always been an issue with them.
Not in any way saying Cadillac is perfect as they still have a lot of work to do yet but just stating CR for what they have been or have not been for decades.
There are better and more qualified people to report on cars out there.
CR reporting what owners report is much like the ratings on Best Buys. Take the high and the low and look in the middle for the truth.
Scott,
I will agree CR is not the holy grail. But it is probably the closest avenue containing a mixture of both enthusiasts and people who do consider the automobile strictly a means of conveyance.
I too have seethed on some of their tests and have taken them to task in letter or email. What I’m not going to discount totally is the reliability survey. I’ve completed the survey for probably 30 years and most of any biases are removed. The questions are straight forward such as have you had to return the automobile to the dealer for warranty work. If you did what had to be corrected. Totally bias free–no, but in my opinion some bias should be allowed. Someone who looks at the automobile as an appliance is interested in nothing more than totally reliable transportation with none to very little downtime. If they don’t get what they want should they be unhappy–definitely. Should Cadillac, Mercedes, BMW, and Audi be held to a higher standard?–most definitely since they claim to be upper echelon. Sadly Mercedes and Cadillac don’t meet that standard and BMW and Audi seem to according to CR readers.
Lets be frank, all magazines that work with automobiles have their bias. Motor Trend, Road & Track, Car & Driver and Automobile pound the non-enthusiast cars and heap praise on “fun” cars. Keep in mind the enthusiast portion of the total market is somewhat miniscule and tends to mean little to the typical auto consumer Not everyone can afford a ZO6, and most would have no desire to spend that amount of money on any automobile.
CR tests I take with a grain of salt, put a lot more credence in reliability survey of customers driving those automobiles.
Quality can vary from year to year and different division models built on the same assembly line can score different quality ratings . It happens all the time . Most of the parts can come from different vendors or formulas in the build process . Even the smallest variable in torque can change and make squeeks and rattles more noticeable from day to day or model to model . CR has no stake in evaluation of any product . It should be the standard that when you buy a product that claims a certain image you expect it to live up to that standard .
Cadillac is going through growing pains , but in a global market you need to be better than the others or you cannot survive . The worst thing that you can do is coast for the next 4 years and think your business will be profitable .
Spike quality can slip from year to year but generally unless there is a supplier issue like cars from two different years generally do not see much difference.
Having wrenched on cars for years generally specific designs are pretty much similar anymore. They do not take large jumps up or down unless there has been some major changes.
I have a 2013 Cadillac XTS Platinum with 28k miles and bought in Sep 2012. This is my 7th new Cadillac. The only thing wrong was my trunk interior lite went out and cadillac dealer replaced the bulb. I have never had problems with Cadillac reliability. The cue weather is a little slow to respond. My 08 cts weather display was faster, go figure. The technology is just the best ever than any car on the planet. My sister just bought 2016 Escalade premium and she is upper management at Mercedes Houston. Employees & customers are in awe of this car with black mesh grill & black rims. My lease is up in 3 months so thinking about Getting Escalade. Just my platinum is $65k and Escalade is $97k with same options. Cadillac reliability is very good. Just google consumer customer complaints on Mercedes, BMW, and Audi. They have more complaints from breakdowns and the expense to repair far far more than Cadillac. I would not buy Cadillacs at all if they had problems plus the advanced technology. Illuminated door handles, pulsing seat when danger ahead or out if lane, camera reads speed limit sign. Drove this year in July and last year to Grand Canyon. Best ride ever!! Don’t believe biased consumer reports. Go drive and see for yourself. Mercedes parts and service are very expensive. The Germans tell Mgmt at Mercedes pricing on service and parts is “whatever The market will bear”
That’s why she makes so much money.
I have a 2013 Cadillac ATS 2.0T 4 wheel drive. CONSUMER REPORTS never contacted me for my Cadillac experience. My car has been serviced for routine maintenance only. My car is the exception I guess. Anyway I hope when my lease is up in July I get an amazing deal on my next Caddy because of the CR report!
Surveys mailed by CR to subscribers only.
F*#k Consumer Reports. They need to stick with testing dishwashers.
I am the PROUD owner of a 2013 ATS Luxury 3.6 AWD. I have had nothing but pure joy owning this car and im truely amazed every time i drive it..Never a warranty issue Only the regular maintenance and ill drive nothing but Cadillac for the rest of my life………so……….I have no idea what this article is about!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
This IS NOT a reliability issue. It’s a feature issue. Yet another reason why I don’t take consumer reports serious.
This sin’t to say CUE is great. I just find it hilarious that in this day and age, not liking a “feature” in your car is counted as a reliability issue. A feature that has nothing to do with day to day functionality of the cars primary objective; safely transport you from A-B on demand.
Don’t blame, or get upset with consumer report. This is just a survey, and they are just reporting what Cadillac owners have to say about their cars.
Autopal–spot on, couldn’t said it any better myself.
Let’s start by checking the definition of “reliability”: “the extent to which an experiment, test, or measuring procedure yields the same results on repeated trials” The CUE’s massive shortcomings DOES become a reliability issue when intended operator actions do not occur consistently. Because I have a high-level technical background, it sickens me to see how disconnected the system designers are to a “real-world” experience. CUE has managed to be a “Swiss Army Knife” – capable of many things but only able to do one thing at a time while doing nothing particularly well. Is asking CUE for directions to a chain store four miles away and being ONLY offered choices 50 – 90 miles away instead a defect? I certainly would say so. Are multiple pushes of the “select” button on the steering wheel to select something normal? Is a struggle to use the volume bar to set a particular level consistently considered working well? I could go on and on, but instead my CUE experiences have meant I no longer recommending Cadillac as a first choice.
Ford had the same problem with its Microsoft infotainment system. If they were to take the infotainment out of the equation, Ford would have ranked much much higher. Now Cadillac is having the same issue with CUE. I own a 2014 ATS and although I wish the controls had more actual buttons I don’t think CUE is bad.
Recently I was in for service and witnessed a man come in with his new XTS griping that his windows all rolled down on their own. He was holding the unlock button too long and activating the all window down function. He was, like my dad, too old to understand this new fangled tech. I imagine he is one of the “unsatisfied customers” and unfortunately for Caddy, until those customers are gone they will continue to have that sort of problem.
My frustration is due to my understanding what every command and action does, and how poorly it is executed. For instance, unless the steering wheel “select” button is precisely centered, AND pushed hard enough, it will not function as expected. The number of messages that take over the instrument panel AND STAY THERE unless acknowledged is ridiculous. The whole purpose of a steering wheel control is to allow an operator to keep their eyes on the road while commanding something. With CUE, this is not possible. The amount of time I need to look at the steering wheel and/or screen to make sure I’m pushing the right spot, or that the command has taken is totally unacceptable and frankly outright dangerous. Is it REALLY necessary to take so much effort when listening to the radio to just see (or change) the cabin temperature?