Aviator Horror Story - Help

[cdrees2412]

I have a 2020 Lincoln black label GT and have had a number of issues (howl that happened a few times over 45mpg, seems to be fixed now, the transmission actually went (they put in a new transmission - it was in the shop twice for that) then the screen went out intermittently (they supposedly re-flashed, and it is still going out for minutes at a time and "rebooting"). They're going to order a module and fix that (supposedly). The dealership has been pleasant to deal with - but I'm not at all happy with all the issues with a brand new car, especially at this price range.

Also my backup camera seems crazy dark, and at night I can barely see what's behind me. Dealer seems think that's normal, but I have a Ford fusion energi titanium as well, and it's backup camera is bright as day at night. Anyone else's backup camera seem dark??

When you guys have mentioned going through Lincoln concierge, how do you contact them? I really haven't used their website or app, I've been doing everything through the dealer. Any guidance on how to initiate the process, I'd like to just swap it out for a 2021, apples to apples with what I have.

Thanks!!

 

[jberry]

I have a 2020 Lincoln black label GT and have had a number of issues (howl that happened a few times over 45mpg, seems to be fixed now, the transmission actually went (they put in a new transmission - it was in the shop twice for that) then the screen went out intermittently (they supposedly re-flashed, and it is still going out for minutes at a time and "rebooting"). They're going to order a module and fix that (supposedly). The dealership has been pleasant to deal with - but I'm not at all happy with all the issues with a brand new car, especially at this price range.

Also my backup camera seems crazy dark, and at night I can barely see what's behind me. Dealer seems think that's normal, but I have a Ford fusion energi titanium as well, and it's backup camera is bright as day at night. Anyone else's backup camera seem dark??

When you guys have mentioned going through Lincoln concierge, how do you contact them? I really haven't used their website or app, I've been doing everything through the dealer. Any guidance on how to initiate the process, I'd like to just swap it out for a 2021, apples to apples with what I have.

Thanks!!

Sorry for those issues.. unfortunately its common. But the good thing is that the buyback swap process is common as well. Best thing to do is open the app input the vehicle information and click on the bowtie in the top right (if I remember correctly) and click contact concierge. Thats the first step. They will then take the information, call the dealership to confirm work done, and make a decision about a buyback/swap option. Then once thats done let us know.

 

[dryla]

I have a 2020 Lincoln black label GT and have had a number of issues (howl that happened a few times over 45mpg, seems to be fixed now, the transmission actually went (they put in a new transmission - it was in the shop twice for that) then the screen went out intermittently (they supposedly re-flashed, and it is still going out for minutes at a time and "rebooting"). They're going to order a module and fix that (supposedly). The dealership has been pleasant to deal with - but I'm not at all happy with all the issues with a brand new car, especially at this price range.

Also my backup camera seems crazy dark, and at night I can barely see what's behind me. Dealer seems think that's normal, but I have a Ford fusion energi titanium as well, and it's backup camera is bright as day at night. Anyone else's backup camera seem dark??

When you guys have mentioned going through Lincoln concierge, how do you contact them? I really haven't used their website or app, I've been doing everything through the dealer. Any guidance on how to initiate the process, I'd like to just swap it out for a 2021, apples to apples with what I have.

Thanks!!

I used a little different approach. In your owners manual, starting on page 326, the Customer Assistance section is worth reading. Also, you will find the 1-800 phone number to call. I found the rep was easy to talk to and she initiated action and followed up with the dealership and me. Her objective is to get the car fixed! If that does not happen then according to the Lemon Law, you can proceed to the next level, which is Lincoln's "Good Faith Review" board. Since my car had been at the dealership for over 90 days for the front end "howl" and no solution was found. I asked her to prepare the document needed to send to the next level. It was only a few days later they called and agreed to replace the car or refund the value of the car or apply the value to another Ford/Lincoln vehicle. At this point with the approval of Lincoln ReAcquired Vehicle(RAV) rep, the dealership has re-ordered a 2021 Aviator with the exact same equipment as our 2020. A bit of back-and-forth, but all has worked out well and I feel satisfied with the results. Now, we wait for delivery of the 2021. She said she will try to expedite the order. We shall see.

 

[G-545415]

I can share in the frustration and sorry to hear. What are you/Lincoln going to do with the 2021 Aviator?

how did the replacement process work? Did they give you a new car that has all of the same features and options in your original car?

______________________________

 

[jberry]

how did the replacement process work? Did they give you a new car that has all of the same features and options in your original car?

For us; I found one on the dealers lot that was comparable to our but had "more" features than ours. (about $4k) Lincoln didn't bat an eye and approved the replacement at no additional cost to us. The reason I imagine was that the one I found was already on the lot and Lincoln didn't have to figure out locating/shipping/delivering the vehicle.

Hope the info helps

 

[Dgibsontx]

Scary. I really love the Aviator and it is on the top of my list. The reason I haven't bought one is due to the pandemic and these horror stories.

it is not a luxury vehicle. Looks good on paper and that’s it

 

[wheeling]

It is the worry about quality and durability holds me up from putting money down for the Aviator. I really love the aviator but these horror stories really scare me. I may go with the GV80. Similar simplistic interior design, but better. But third row is unusable.

 

[Corsart]

These come up a lot, and my standard reply goes something like "Websites like these tend to slant towards an unrepresentative sample". Sure, these horror stories are, well, horrible, but they are not indicative of the overwhelming majority of ownership experiences. Ignore them? No. But surely not base a decision exclusively on them.

All cars today are "Reliable", yet they are all so complex that no matter the brand or the marketing, they will have issues. Those issues are annoying for sure, but if you make a decision based on your own opinion and needs like rather than slick yet inaccurate marketing or what you hear on sites like this, you're much more likely to tolerate them.

______________________________

 

[wheeling]

Well said. It is true that most new Aviators should be nearly perfect and the proud owners will not come to this forum to praise the aviator. That is true for every car. only some of the owners with problems will come here to complain. The problem is that it seems too many compared to some other luxury brands. It seems pure luck whether you get a good one or not and that is not acceptable to me. But again the aviator has its attractions compared to everyone else out there, and that is why I'm still waiting.

 

[Corsart]

Well said. It is true that most new Aviators should be nearly perfect and the proud owners will not come to this forum to praise the aviator. That is true for every car. only some of the owners with problems will come here to complain. The problem is that it seems too many compared to some other luxury brands. It seems pure luck whether you get a good one or not and that is not acceptable to me. But again the aviator has its attractions compared to everyone else out there, and that is why I'm still waiting.

Do you like the car?

 

[wheeling]

Of course. If not due to Covid, I should have already bought it. The Aviator is unique in many ways. But GV80 has its attractions too.

 

[Corsart]

Of course. If not due to Covid, I should have already bought it. The Aviator is unique in many ways. But GV80 has its attractions too.

FWIW, comparing a Hyundai product to a Lincoln is like comparing chocolate pudding with mousse. I bought recently/during COVID, why would that hold you back?

______________________________

 

[wheeling]

We are talking about quality of a product, not the brand loyalty . When people talk about Lincoln as a dressed up Ford, I typically don't take it seriously. As a consumer, there is no reason to be loyal to any brand, but shop for the best value.

 

[Corsart]

We are talking about quality of a product, not the brand loyalty . When people talk about Lincoln as a dressed up Ford, I typically don't take it seriously. As a consumer, there is no reason to be loyal to any brand, but shop for the best value.

"Quality"? Depends on one's definition of that. Especially with the Hyundai group, I personally do not confuse raw ambition for anything that approaches either quality or luxury.

 

[jberry]

So here we go again... bought a new 2020 Aviator reserve AWD last summer (Aug 2020) and had Lincoln replace it with a 2021 Aviator Reserve AWD due to lemon laws. Well, it's all starting again. Same issue with the car. Rear end shakes the whole car when turning sharply and switch gear from 1st to 2nd. This time it's worse and the tech didn't even need me to take it out of the parking lot this time to realize the severity.

Back to square 1.

 

[wheeling]

So here we go again... bought a new 2020 Aviator reserve AWD last summer (Aug 2020) and had Lincoln replace it with a 2021 Aviator Reserve AWD due to lemon laws. Well, it's all starting again. Same issue with the car. Rear end shakes the whole car when turning sharply and switch gear from 1st to 2nd. This time it's worse and the tech didn't even need me to take it out of the parking lot this time to realize the severity.

Back to square 1.

Sorry to hear this. Hope it get fix quickly. Everyone would think that 2021 should be better than 2020. But no.

______________________________

 

[cdrees2412]

I used a little different approach. In your owners manual, starting on page 326, the Customer Assistance section is worth reading. Also, you will find the 1-800 phone number to call. I found the rep was easy to talk to and she initiated action and followed up with the dealership and me. Her objective is to get the car fixed! If that does not happen then according to the Lemon Law, you can proceed to the next level, which is Lincoln's "Good Faith Review" board. Since my car had been at the dealership for over 90 days for the front end "howl" and no solution was found. I asked her to prepare the document needed to send to the next level. It was only a few days later they called and agreed to replace the car or refund the value of the car or apply the value to another Ford/Lincoln vehicle. At this point with the approval of Lincoln ReAcquired Vehicle(RAV) rep, the dealership has re-ordered a 2021 Aviator with the exact same equipment as our 2020. A bit of back-and-forth, but all has worked out well and I feel satisfied with the results. Now, we wait for delivery of the 2021. She said she will try to expedite the order. We shall see.

When you say the 1-800 to call, are you referring to the BBB auto line? Thx

 

[dryla]

When you say the 1-800 to call, are you referring to the BBB auto line? Thx

I called 1-800-521-4140 number found on page 326 of the manual -- which is Ford /Lincoln Client Relations. I think the rep I talked to said if I were to choose to go the BBB route, one would probably need representation of a lawyer for that process. I did not want to go that way and I found Lincoln was very interested in a solution to the problem. BTW, the order for the replacement for our 2020 Aviator was placed on January 21, 2021 and 8 weeks later we have not yet been notified of a build date for the 2021 Aviator. Covid, computer chips, and foam may be causing this ???

 

[Corsart]

I called 1-800-521-4140 number found on page 326 of the manual -- which is Ford /Lincoln Client Relations. I think the rep I talked to said if I were to choose to go the BBB route, one would probably need representation of a lawyer for that process. I did not want to go that way and I found Lincoln was very interested in a solution to the problem. BTW, the order for the replacement for our 2020 Aviator was placed on January 21, 2021 and 8 weeks later we have not yet been notified of a build date for the 2021 Aviator. Covid, computer chips, and foam may be causing this ???

Yes, delays.

Typically, cars are prioritized based on "Customer waiting" or "Dealer stock". You can ask if your car is a "CW" car so yours is given priority in the order bank.

 

[Dorothyscents]

I was one of the most excited Aviator pre-order guys out there in 2019 and unfortunately my experience with TWO brand new Aviators (2020 Reserve & 2021 Reserve) have been a disaster so I wanted to share my story. Very interested to hear if anyone else has had similar experiences and what Lincoln was able to do about it.

The experience that put me over the top with my 2020 Aviator was the exploding panoramic sunroof (pictures attached). Luckily I was going about 5mph and without being struck, the sunroof combusted and it was the loudest explosion I've ever heard. Thankful my two young children weren't in the car with me. After about 6 weeks going back and forth with Lincoln they finally offered enough trade-in allowance to buy the car and get me into a comparable 2021 Aviator that "has the kinks worked out". I've been driving the 2021 Aviator Reserve now for about 3 weeks and it broke down in the middle of the road yesterday with a "Drive Control Fault" message. I'm ready to throw in the towel...

Here are other problems I've had:

• Twice for a bad front left speaker, which it was finally replaced (ironically the brand new Aviator loaner I was given has the same speaker problem).
• The backup camera randomly turns blue and prevents you from actually seeing what’s behind you.
• The “slow close” hood wasn’t shutting so it had to be reinstalled.
• The hood was fixed but now it shakes when I’m traveling over 60mph.
• The car alarm has been triggered 31 times while either sitting in my garage or in my office parking lot.
• I’ve taken the car in for software updates, but have yet been able to get the Phone as Key feature to function. Every time the Lincoln concierge takes me through about 10 steps and then says go to the dealer. (Which I have done without any luck)
  • The 2021 Phone as Key does work fairly well but never worked with 2020