Sometimes a small design detail is enough to transform an innovation into a major problem. At Volkswagen, tactile buttons integrated into the steering wheel of its recent models, originally perceived as a welcome modernization, are today at the heart of a judicial case in the United States. What was only a recurring complaint in the forums and with dealers has now become a reason for federal prosecution.
Two American SUV ID.4 drivers triggered a procedure that could cost the German brand dearly. They say that these touch controls are so sensitive that a simple touch is enough to involuntarily activate essential functions such as adaptive cruise control. Result: a loss of potential control, a feeling of constant insecurity, and until the fear of taking the wheel.
Volkswagen, who had already admitted that this ergonomic choice was not the happiest, probably thought he had turned the page on the physical buttons on his latest models. But American justice has not yet said its last word. The manufacturer may well pay the high price for having put too much confidence in a poorly calibrated technological solution.
When technology exceeds use: the controversial case of touch buttons
They had to symbolize modernity. THE touch or haptic buttonsappeared on the flies of recent Volkswagen, in particular on electric ID models, had everything to seduce on paper: sleek design, absence of mechanical parts, and harmonious integration with a digital interior. But in practice, the user experience quickly turned to disillusionment.
Many drivers have reported involuntary activations of certain functions. In question, the excessive sensitivity Tactile surfaces, which leave no margin of error: laying the finger without pressing is enough to trigger a command. Difficult under these conditions to keep the concentration on the road, especially when the steering wheel becomes a constant source of unexpected surprises.
Volkswagen is not the only one to have attempted the adventure of the all-tactile, but it is the first to pay the high price on the judicial plan. While negative feedback has multiplied, the brand ended up publicly recognizing its error … but too late for some customers.
An unprecedented complaint against Volkswagen in the United States
It was in New Jersey that a collective complaint directed against the German group. Two owners of Volkswagen ID.4 have initiated prosecution by claiming that they feel ” terrified and reluctant to drive Their vehicles. According to them, the steering wheel tactile controls automatically activate systems such as Adaptive cruise controleven without will of the driver.
This unsolicited activation of a function supposed to assist driving can, in certain situations, endanger the driver and other users. A simple involuntary friction with the thumb is enough to trigger an acceleration or a maintenance of speed, where a deliberate action would be necessary. The complaint evokes a problem of road safetybeyond the simple ergonomic inconvenience.
In a country as procedural as the United States, such a legal action, even initiated by two complainants, could open the way to a series of similar appeals. And the previous judicial in automotive matters suggest that damages could reach significant amounts.
Serious reproaches: omissions, unfair enrichment and contempt for customers
The accusations made against Volkswagen are not limited to poor design. The complainants evoke a “Fraud by omission”reproaching the brand for having continued to market defective models while being aware of the problem. Indeed, according to the documents deposited, Volkswagen was aware of these dysfunctions through the returns of dealers and customers.
However, despite this internal alert, no satisfactory solution would have been proposed. Not free repairnot Replacement of partseven less refund. This treatment is perceived as a violation of several Consumer protection lawsespecially in the states of Connecticut and Massachusetts, where the complainants live.
The case is also based on the idea ofunjust enrichment : by selling a product tainted with a known defect, without offering a fix, Volkswagen would have kept a undue financial advantageto the detriment of buyers’ safety and confidence. A situation which, if recognized by justice, could target even more the image of the manufacturer.
Late recognition … and a gradual return to the physical pimples
Ironically, while the legal proceedings launches, Volkswagen has already started to correct. The brand has publicly recognized that tactile pimples were not a success. Now his new models come back to Traditional physical commandsas evidenced by the last Tiguan. Sure, more practical, these buttons allow “blind” use, without distracting the driver.
But this return to common sense will take time. There Transition to physical steering depends on the renewal calendar of each model. It will therefore be necessary to wait several years for The entire Volkswagen range is free from these controversial touch buttons.
In the meantime, the owners of old models must compose with these unloved orders. And the current affair could accelerate the implementation of concrete solutions. Between poorly calibrated innovation and growing user requirement, this episode recalls that Ergonomics is far from a detail in modern automotive experience.
