Lincoln Forum: Lincoln Dealership Service Departments need to clean up their act
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04-12-2017, 09:44 AM #1
Lincoln Dealership Service Departments need to clean up their act
My 2014 4x4 had a R/F leaking strut, easy warranty repair or was it? I made an appointment at Camelback Lincoln in AZ where I purchased it new. A week after the repair, I changed the oil and noticed grease all over the inside of the wheel. WTF It appears they damaged a rubber CV boot. Took it back again Monday and got it back Tuesday. This morning I decided to pull the wheel. I admit that I'm a P.I.A. when someone, other than me, works on one of my vehicles. They replaced the R/F axle half shaft due to damage they caused when replacing the strut. I removed the lug nut cover to discover the dust cap-photo-wasn't installed. Then I removed the lug nuts only to discover, maybe their torque wrench requires recalibration? Not one lug nut was 40 pounds close to specs. Backstory: in 1970, while driving to work in NYC, my new 1970 MARK III, I notice a shake. Sure enough the dealership didn't tighten the lug nuts after a 4 wheel balancing! All 5 nuts were very loose. They had to replace the wheel, lug nuts & studs. So now I always check the lug nuts. My lesson was learned, always check the work done!
04-14-2017, 06:39 PM #2
The dealership was going to hand deliver the dust cap. Since I'm about one hour away, I said it wasn't worth the effort. They did FedEx the part and I installed it. As for the torque, I think this is a dealership wide issue. Just check your lug nuts to make sure they are at the same torque--to avoid warped rotors.
04-15-2017, 10:52 AM #3Senior Member My Lincoln(s): 2013 MKS
- Join Date
- Oct 2012
- Fort Worth, TX
YMMV. I'm quite happy with Hooks Lincoln in Fort Worth.
04-22-2017, 10:52 AM #4Junior Member
- Join Date
- Apr 2017
I think Lincoln is a long way if ever reaching the level of customer service and dealership experience at the level offered by Lexus. I honestly think they will never attain it. That maybe because Lincoln does not have any stand alone dealers and most dealers are not willing to invest in their dealerships a separate Lincoln experience for its customers. That is why there are not very many Lincoln dealers that are qualified Black Label dealers and most that are stand alone Lincoln dealers. I foresee the Black Label program going away in a few years as Lincoln will not be able to keep up the type of customer service ownership experience they are touting in owning a Black Label vehicle. However aesthetics aside I believe what really is important in a customer service is the personnel. At my local dealership Lithia Lincoln in Fresno they have tried to spruce up the place. The Lincoln dealer is combined with the Ford dealership. They did some remodeling, built a separate Lincoln area for service, have some Lincoln Courtesy vehicles, and provide a nice car wash after each service. However what they have is a Service Manager that really knows how to treat its Lincoln customers. The guy makes your experience a good one, is knowledgeable, and attentive. To me that is more important than having an expresso bar and palm trees.