Open Letter to Lincoln - How I'd Improve the Nautilus

[angore]

As I continue to see posts here and on Facebook, it is clear that there is a lack of awareness of the complexity of the Nautilus software in addition to not being like Sync 3 / 4. Simple improper settings can really ruin the experience. There is a decent "get starting" flyer to activate and configure the car but it has errors thanks due to the menus not named as in the guide. There needs to be a more unified approach to initial configuration such as a special app to do it all.

I am wondering if Lincoln is afraid to be more proactive in order to NOT scare away customers - especially those not tech saavy,

 

[hinckley]

As I continue to see posts here and on Facebook, it is clear that there is a lack of awareness of the complexity of the Nautilus software in addition to not being like Sync 3 / 4. Simple improper settings can really ruin the experience. There is a decent "get starting" flyer to activate and configure the car but it has errors thanks due to the menus not named as in the guide. There needs to be a more unified approach to initial configuration such as a special app to do it all.

I am wondering if Lincoln is afraid to be more proactive in order to NOT scare away customers - especially those not tech saavy,

I had an exceptional sales and delivery experience and part of that was my salesperson spending over an hour setting up the entire UI with me. Before I left the dealer lot, I had everything done expect connecting my garage door opener and connecting my home wifi. And he even offered to follow me home to do that.

That's what a luxury car buying experience should always be like. I've been surprised to learn here how many did not get it.

 

[Waitingtosee]

I had an exceptional sales and delivery experience and part of that was my salesperson spending over an hour setting up the entire UI with me. Before I left the dealer lot, I had everything done expect connecting my garage door opener and connecting my home wifi. And he even offered to follow me home to do that.

That's what a luxury car buying experience should always be like. I've been surprised to learn here how many did not get it.

You were very lucky! My Lincoln saleman didn’t understand anything about my new Nautilus so I pretty much had to figure it out myself. They couldn’t even answer the simplest questions like will the maps show up on the 48” screen or what the Lincoln connect subscription will cost. They didn’t even know there was a Lincoln Connect subscription! They thought Blue cruise and Sirius were it for extra costs. They didn’t even talk about the AT&T data subscription for in car WiFi. It was pretty bad in hindsight.

I wish I had the experience you did!!

 

[hinckley]

You were very lucky! My Lincoln saleman didn’t understand anything about my new Nautilus so I pretty much had to figure it out myself. They couldn’t even answer the simplest questions like will the maps show up on the 48” screen or what the Lincoln connect subscription will cost. They didn’t even know there was a Lincoln Connect subscription! They thought Blue cruise and Sirius were it for extra costs. They didn’t even talk about the AT&T data subscription for in car WiFi. It was pretty bad in hindsight.

I wish I had the experience you did!!

Ya, when long-term Lincoln owners talk about the brand, that's the thing that pops out at me. It's not only the "hard product" that makes a luxury brand (of any kind). It's also the service and support that surrounds the product.

______________________________

Help support this site so it can continue supporting you!

 

[Billz]

Ya, when long-term Lincoln owners talk about the brand, that's the thing that pops out at me. It's not only the "hard product" that makes a luxury brand (of any kind). It's also the service and support that surrounds the product.

Not sure about you all but my “Lincoln” dealer is really a Ford dealer that sell Lincolns. I think Lincoln should establish separate facilities and separately trained staff from Ford. With this said my dealer is great and I am very satisfied. My experience was great

 

[Waitingtosee]

Not sure about you all but my “Lincoln” dealer is really a Ford dealer that sell Lincolns. I think Lincoln should establish separate facilities and separately trained staff from Ford. With this said my dealer is great and I am very satisfied. My experience was great

Billz, like you, my dealer is a Ford dealer that sells Lincolns as well. Interestingly, they do have two different repairs shops though, one for Ford and one for Lincoln.

 

[RetiredGuyinFL]

Ford Motor Company has three types of Lincoln dealerships (points in industry jargon) in the U.S. -- standalone Lincoln dealers mostly in the major metro areas, Ford/Lincoln dual dealers more often in markets that can't support a standalone Lincoln store, and Black Label-certified Lincoln dealerships which have a higher level of standards that must be met and were intended to offer comparable facilities to the "premium" brands -- marble restrooms, coffee bars, upscale customer lounges, etc. However, I have discovered that after purchasing my Black Label from a certified BL dealer that is just outside the 50-mile range for free pickup and delivery, the local and much closer non-Black Label Lincoln standalone dealer still provided the free pickup and delivery service and gladly services Black Label models.
In all cases ownership and management determines levels of sales and service. Too many dealerships are now owned by mega-store networks that own many brands in many markets. Their emphasis is more often on volume and revenue. It's more difficult to find a single-point family-owned dealership.

 

[angore]

I would add the need for better reset options (something that works) to be able to clear and reset subsystems. Resetting software is going to be a way of life for all this tech. A power off and on of my phone solves most everything.

______________________________

Help support this site so it can continue supporting you!

 

[DFord]

As a luxury vehicle not having soft close doors almost was a deal breaker for me.

 

[Fuzzy John]

My pet peeves after 10 days:

1. Why one side uses a lock icon to lock the doors from the outside, while the other side uses the 7-8 and 9-0 icons?
2. Like others... lack of a phone and media buttons on the steering wheel. It is very distracting and frustrating having to reach out to the touch screen. At an arm's length the smallest bump on the road makes you touch the wrong thing on the screen. Don't just rely on voice commands.
3. The buttons on the console are shaped like paddles, inviting you to press forward and back. Instead you have to go back to the distracting screen interaction.
4. The Inspire display theme uses a left/right moving vertical bar for the entire height of the screen to show the speed in addition to the numeric display. The area to the left of this bar looks lighter than the rest of the display. I noticed this when I drove home with the vehicle and it looked to me like a defect with the display. I was ready to return to the dealership but they had closed for the weekend. Next day I realized that the split is a graphical speed indication. All other themes employ a well defined bar indicator for speed.
5. Lack of a Lock button next to the Clise button on the tailgate.
6. Pegs to hold the cheesy carpets in place all around, not just driver's.
7. Get rid of the flimsy battery positive terminal cover and replace it with something more solid. Learn a lesson from the Korean vehicles.

 

[Doorman]

My pet peeves after 10 days:

1. Why one side uses a lock icon to lock the doors from the outside, while the other side uses the 7-8 and 9-0 icons?
2. Like others... lack of a phone and media buttons on the steering wheel. It is very distracting and frustrating having to reach out to the touch screen. At an arm's length the smallest bump on the road makes you touch the wrong thing on the screen. Don't just rely on voice commands.
3. The buttons on the console are shaped like paddles, inviting you to press forward and back. Instead you have to go back to the distracting screen interaction.
4. The Inspire display theme uses a left/right moving vertical bar for the entire height of the screen to show the speed in addition to the numeric display. The area to the left of this bar looks lighter than the rest of the display. I noticed this when I drove home with the vehicle and it looked to me like a defect with the display. I was ready to return to the dealership but they had closed for the weekend. Next day I realized that the split is a graphical speed indication. All other themes employ a well defined bar indicator for speed.
5. Lack of a Lock button next to the Clise button on the tailgate.
6. Pegs to hold the cheesy carpets in place all around, not just driver's.
7. Get rid of the flimsy battery positive terminal cover and replace it with something more solid. Learn a lesson from the Korean vehicles.

The lock icon on both doors should work. On the driver side I had thought the same as you but found hitting the lock on the lower half seems to work.

 

[Linc 24]

I would like just like in past Lincoln vehicles the radio presets selectable from all sources. Not like currently you have to select source then presets. In the past am, fm , and sirius can all be on the same lines mixed. I don't Know why the reverted back to this. Seperate presets for all three sources rather than mixed.

______________________________

Help support this site so it can continue supporting you!

 

[Fuzzy John]

Add 5 and 7 directional blinks when pushing the stalk half way. At least for me, 3 blinks seems way too short.

 

[Jacyte]

Add 5 and 7 directional blinks when pushing the stalk half way. At least for me, 3 blinks seems way too short.

the three blinks seems pretty universal but a menu option to change from 3-7 would be nice. There is an as built parameter that can be changed in forscan to adjust the lane change blink count.

 

[pnewby]

Ford Motor Company has three types of Lincoln dealerships (points in industry jargon) in the U.S. -- standalone Lincoln dealers mostly in the major metro areas, Ford/Lincoln dual dealers more often in markets that can't support a standalone Lincoln store, and Black Label-certified Lincoln dealerships which have a higher level of standards that must be met and were intended to offer comparable facilities to the "premium" brands -- marble restrooms, coffee bars, upscale customer lounges, etc. However, I have discovered that after purchasing my Black Label from a certified BL dealer that is just outside the 50-mile range for free pickup and delivery, the local and much closer non-Black Label Lincoln standalone dealer still provided the free pickup and delivery service and gladly services Black Label models.
In all cases ownership and management determines levels of sales and service. Too many dealerships are now owned by mega-store networks that own many brands in many markets. Their emphasis is more often on volume and revenue. It's more difficult to find a single-point family-owned dealership.

I have also used a local Ford dealer and they are happy to service and do warranty work.

 

[rickanded]

I would like more options for the themes. Also, be able to personalize it, add photos to the center screen background at least. I miss that feature from my Ford Edge.

______________________________

Help support this site so it can continue supporting you!

 

[Jacyte]

I would like more options for the themes. Also, be able to personalize it, add photos to the center screen background at least. I miss that feature from my Ford Edge.

Yeah that was sync 2 I believe. It was nice to add your own backgrounds.

 

[angore]

It is maddening to see Lincoln owners have their vehicles waiting for engines, rotors, etc. while Lincoln is building vehicles in China at the same time. It shows priority.

 

[Jacyte]

It is maddening to see Lincoln owners have their vehicles waiting for engines, rotors, etc. while Lincoln is building vehicles in China at the same time. It shows priority.

I don't think the supply chain works in a way that can react to a sudden change in demand. I also don't think there are nearly enough owners waiting parts to justify Ford changing supplier parts scheduling.
Currently they use "just in time" scheduling to ensure parts don't sit in storage. So they have orders placed in advance and designated assembly lines or spare parts distribution hubs waiting for parts arrivals based on predetermined volumes.

 

[angore]

When I opened a door or hatch, do not launch the display as if it is ready to start. When I pack i am doing this a lot yet it always launches the splash screen even when within 3 minutes. Let it take a break.