Honda’s luxury division Acura has upset a segment of its customer base by discontinuing or modifying connected features that were promoted as key selling points at the time of purchase, leaving owners feeling that promises made in the showroom have not been honored over the life of their vehicles. The affected features, which were part of technology packages that contributed to the vehicles’ purchase prices, have either been degraded or removed through software updates without adequate compensation or alternatives being offered to existing owners. The situation has generated considerable negative sentiment in Acura owner communities online.
The practice of removing or altering vehicle features after purchase through over-the-air software updates is increasingly common across the automotive industry, and it is generating growing backlash from consumers who argue it fundamentally changes the nature of what they purchased. Legal experts have noted that the terms and conditions most buyers agree to when purchasing connected vehicles typically give manufacturers considerable latitude to make such changes, but that the gap between what buyers were led to believe they were getting and what they actually received long-term remains a significant consumer protection concern.
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