NHTSA Complaint #11690128 — 2020 MAZDA CX-5

The ongoing “ghost touch” defect in Mazda infotainment systems is a serious safety hazard that should have triggered a recall. This issue affects vehicles from model years 2016 through 2023 and stems from a design flaw present from the beginning. While driving, the system can suddenly take control of the screen—changing settings, switching stations, adjusting navigation, and even blasting the volume to maximum without driver input. On multiple occasions, I have been driving at freeway speeds when the system suddenly raised the volume to its highest level, jolting me and creating a dangerous distraction that nearly caused an accident. Mazda previously settled a lawsuit regarding this defect but only offered a free software update as a remedy. When I visited a dealership, I was told I already had the latest update—and that it does not resolve the ghost touch problem. The dealership acknowledged that it is a known design flaw, yet Mazda is charging customers around $800 to replace the defective component. This defect is widespread across multiple model years, worsens with time, and compromises the safe operation of the vehicle. Despite owning my Mazda outright and having only 40,000 miles on it, I may be forced to sell it because the vehicle has become unsafe to drive. I have a video of some of the things it does but it won’t let me upload it below.