Service appointments

[MBM]

What is the anticipated (acceptable) length of time for scheduling warranty repairs on a 2020 Lincoln Navigator Black Label?
I’ve been told 6-8 weeks for scheduling warranty repairs with a loaner provided. I have the standard warranty plus I purchased the Lincoln extended warranty.

 

[Action]

The answer to that my friend has so many variables it is not possible to accurately state.

There are about 1100 Lincoln Dealerships in the US and what would be acceptable for one may not be for another.

Because of:
Techs working.
Techs working that have the skill set for the diagnosis & repair desired
Number of loaner cars available
Availability of parts (not for your vehicle, for the vehicles currently being worked on)

Six to 8 weeks seems like a long time to me. (I worked at several FLM Dealerships a very long time ago) However the current (Post COVID if that is correct) times we are in have been anything other than normal or typical.

Not sure what the policy is for loaner cars. And when I was working in the service department, this was always an issue because there was not an infinite number of those available. Not sure if that is the situation or if it is something else. If you want to know you might place a call. And if it were me I would place that call in the early afternoon. That is usually the least busiest time for the service department when they are open.

Good luck

Action

 

[bbf2530]

What is the anticipated (acceptable) length of time for scheduling warranty repairs on a 2020 Lincoln Navigator Black Label?
I’ve been told 6-8 weeks for scheduling warranty repairs with a loaner provided. I have the standard warranty plus I purchased the Lincoln extended warranty.

Hi MBM and welcome to the Lincoln Forums. Action did a great job of covering your question and its numerous variables.

In normal, pre-pandemic times, one to two weeks would usually be an average time line for an appointment with a loaner. But these are not normal times, so scheduling timelines are extended. And it will vary form Dealer to Dealer. Some Dealers are not even able to currently offer loaners at all.

You can also call Lincoln Concierge to see if the can help. In the case of Dealers with no avaialbe loaners, they currently offer up to $45 a day towards a rental car.

Also, you don't mention what type of warranty service you are having performed. One day in the shop, multi days etc.? If you can live without the loaner, you would probably be able to be scheduled sooner. In cases like that, you can use the Drop-off/Pick-up service (The Dealer will come pick up your vehicle and then drop it off when it is finished).

Or if you wish to drop the car off yourself, most Dealers also offer rides back home, then will pick you up when the vehicle service is finished.

Mine usuall (pre-pandemic) had "runners" who will bring you home/pick you up (usually retired men/women they hire for the job). Now, they arrange Uber rides, which they pay for. My guess is for liability reasons right now.

I would recommend calling Lincoln Concierge to see what other options you may have.

Hope some of this may help, let us know how you make out and good luck.

 

[MBM]

Hi MBM and welcome to the Lincoln Forums. Action did a great job of covering your question and its numerous variables.

In normal, pre-pandemic times, one to two weeks would usually be an average time line for an appointment with a loaner. But these are not normal times, so scheduling timelines are extended. And it will vary form Dealer to Dealer. Some Dealers are not even able to currently offer loaners at all.

You can also call Lincoln Concierge to see if the can help. In the case of Dealers with no avaialbe loaners, they currently offer up to $45 a day towards a rental car.

Also, you don't mention what type of warranty service you are having performed. One day in the shop, multi days etc.? If you can live without the loaner, you would probably be able to be scheduled sooner. In cases like that, you can use the Drop-off/Pick-up service (The Dealer will come pick up your vehicle and then drop it off when it is finished).

Or if you wish to drop the car off yourself, most Dealers also offer rides back home, then will pick you up when the vehicle service is finished.

Mine usuall (pre-pandemic) had "runners" who will bring you home/pick you up (usually retired men/women they hire for the job). Now, they arrange Uber rides, which they pay for. My guess is for liability reasons right now.

I would recommend calling Lincoln Concierge to see what other options you may have.

Hope some of this may help, let us know how you make out and good luck.

Here’s the story; back around the first of the year the RH running board on our 2020 Navigator was operating erratically. Sometimes it wouldn’t deploy and other times it would start to deploy and at about half way out it would retract. I called our Lincoln Dealership in mid-March to schedule routine service and I asked if they could check the running board issue while it was at the dealership for service.
The routine service was scheduled and completed in two weeks (end of March). I was told they wouldn’t be able to look at the running boards until mid May, which was approximately 8 weeks later.
I visited with the Service Writer to see if he could get it in sooner and he said that he didn’t have a loaner available but if I wanted to drop it off he would try to work it in, but it would likely be at the dealership for a couple weeks. I didn’t like the idea of my Navigator sitting at the dealership for a couple weeks so I decided I would live with the problem until Mid May.
Last Thursday we drove the Navigator and everything worked fine. On Friday I opened the passenger door and nothing worked, the battery was dead.
It appears that either the issue with the running board drained the battery or the battery was failing and that caused the running board issue.
I called the dealership on Saturday and they said they would call me today, (Monday) with a solution. It’s 4:30 and no call.
I called Lincoln Concierge today and they offered to help me locate another dealership.
I’ve owned 5 Ford Expeditions over the years and they were all excellent vehicles.
I anticipated that this Navigator Black Label would be a major upgrade in the ownership experience. I’m having second thoughts about that. I do love the vehicle but I am surprised and disappointed in the service experience.

 

[bbf2530]

Here’s the story; back around the first of the year the RH running board on our 2020 Navigator was operating erratically. Sometimes it wouldn’t deploy and other times it would start to deploy and at about half way out it would retract. I called our Lincoln Dealership in mid-March to schedule routine service and I asked if they could check the running board issue while it was at the dealership for service.
The routine service was scheduled and completed in two weeks (end of March). I was told they wouldn’t be able to look at the running boards until mid May, which was approximately 8 weeks later.
I visited with the Service Writer to see if he could get it in sooner and he said that he didn’t have a loaner available but if I wanted to drop it off he would try to work it in, but it would likely be at the dealership for a couple weeks. I didn’t like the idea of my Navigator sitting at the dealership for a couple weeks so I decided I would live with the problem until Mid May.
Last Thursday we drove the Navigator and everything worked fine. On Friday I opened the passenger door and nothing worked, the battery was dead.
It appears that either the issue with the running board drained the battery or the battery was failing and that caused the running board issue.
I called the dealership on Saturday and they said they would call me today, (Monday) with a solution. It’s 4:30 and no call.
I called Lincoln Concierge today and they offered to help me locate another dealership.
I’ve owned 5 Ford Expeditions over the years and they were all excellent vehicles.
I anticipated that this Navigator Black Label would be a major upgrade in the ownership experience. I’m having second thoughts about that. I do love the vehicle but I am surprised and disappointed in the service experience.

Hi MBM. Sorry you are having problems and hope you can get your Navigator working properly and back on the road as soon as possible.

Keep us updated and good luck.

 

[RAINEY]

What is the anticipated (acceptable) length of time for scheduling warranty repairs on a 2020 Lincoln Navigator Black Label?
I’ve been told 6-8 weeks for scheduling warranty repairs with a loaner provided. I have the standard warranty plus I purchased the Lincoln extended warranty.

What's holding it up? Is it a loaner vehicle or just the shop time? My dealer only has 1 Navigator loaner but a lot of Corsairs and Nautilus models. I typically get one of those since there's plenty available. If I want a Nav loaner then I do have the long wait times like you're saying.

 

[MBM]

What's holding it up? Is it a loaner vehicle or just the shop time? My dealer only has 1 Navigator loaner but a lot of Corsairs and Nautilus models. I typically get one of those since there's plenty available. If I want a Nav loaner then I do have the long wait times like you're saying.

Apparently it’s a lack of Service Technicians plus a lack of loaners. A Corsair or Nautilus would work fine for me, in fact, when the dealer picked our Nav up in March for routine maintenance, they brought a Nautilus loaner. The Service Writer told me if I’d drop my Nav off (no loaner) he’d try to work it in but it would likely be there a couple weeks.
I ended up pulling the battery myself and took it to my local Ford dealer. They tested the battery and it had a dead cell, they replaced it under warranty.
Running board on the passenger side still has issues.

 

[RAINEY]

Apparently it’s a lack of Service Technicians plus a lack of loaners. A Corsair or Nautilus would work fine for me, in fact, when the dealer picked our Nav up in March for routine maintenance, they brought a Nautilus loaner. The Service Writer told me if I’d drop my Nav off (no loaner) he’d try to work it in but it would likely be there a couple weeks.
I ended up pulling the battery myself and took it to my local Ford dealer. They tested the battery and it had a dead cell, they replaced it under warranty.
Running board on the passenger side still has issues.

That's a bummer. I know dealers everywhere are struggling for techs. Even once that diagnose and find the problem, the next thing might be parts availability to fix it.

 

[MBM]

You are correct, but if the Lincoln Motor Company is serious about becoming the leader in luxury automobile sales, they are going to have to step up their game. Waiting eight weeks for warranty repairs is unacceptable.

 

[Action]

^^^I agree to some extent.
And that is more of a dealership problem since dealerships do the repair and not Lincoln Motor Company and likely impacts all dealers as well.
Lincoln only pays for the repairs they do not do the repairs.


Action

 

[MBM]

^^^I agree to some extent.
And that is more of a dealership problem since dealerships do the repair and not Lincoln Motor Company and likely impacts all dealers as well.
Lincoln only pays for the repairs they do not do the repairs.


Action

The dealerships are Lincoln Motor Company to the customer. Lincoln Motor Company Corporate must set the standards so that the dealers provide the level of service required to meet the manufacturers goals of customer satisfaction. Excellent customer service creates repeat customers and word of mouth advertising which creates additional sales. That’s how you grow your brand.

 

[Action]

Got it and in reality, a dealership is an independent business under contract by (this case) Lincoln Motor Company. Because of the contractual relationship the dealership is obligated to perform in a certain manner. I do not know the exact problem. And understanding the problem is required to resolve the problem. IF the problem is service labor, Lincoln Motor Company cannot fix that problem. Lincoln manufacturers cars not technicians. There is no magic wand for creating more technicians.

And if service labor is difficult to find, it will be difficult to find for all service shops. Dealership or non-dealership shops.

I agree, excellent customer service is the result everyone wants. However, in the post pandemic world where at one time late last year there were 10 MILLION unfulfilled job openings in the United States, it is difficult to achieve excellent customer service when needed pieces are missing. It is a problem that will be fixed over time.

Action

 

[MBM]

I assure you that I understand what you are saying as well as anyone. I am a business owner (not automobile related) who employs technicians and I agree completely, good techs are very difficult to find.
The pandemic has drastically changed our world, but I fear that the pandemic is being used to accept and excuse poor customer service.
I agree, there are limitations like parts availability that may be outside the dealers control and good communications with the customer are critical in these cases.

 

[Action]

Parts availability is out of the control of the dealership. Not so much for the company. The company either makes the part or contracts to have the part made. The last few years regarding the difficulty of obtaining parts, I am sure has generated a lot of hours spent on how to do this in the future, And, that is one area that the company has some influence.

Loaner cars is a combined area between the company and the dealership. Lincoln more so than Ford Division has and I believe is willing to throw money for that concern.

Service technician labor, that one is all on the dealership. Lincoln or more correctly Ford engineering supplies training on the product. Which by contractual obligation the dealership is required to send their techs to attend. However it is the dealership that has to hire the necessary technicians.

Ford Motor Company makes mistakes. However, it has not been around for almost 120 years without making changes as the market changes and doing a few these right. The pandemic is just another market change that is being addressed. Your statement of, ".... but if the Lincoln Motor Company is serious about becoming the leader in luxury automobile sales, they are going to have to step up their game. Waiting eight weeks for warranty repairs is unacceptable." In my opinion lacks some understanding of what the company has done and is doing and what part the company has control over. The primary function of any luxury vehicle sales division is to build a luxury product that is accepted in the market place at a price that works for the 3 parties in the transaction. The company, the dealer and the buyer. The after sale piece is very important as well. However the manufacturer has less influence in that arena. To make a statement that the company has to step up their game, I my opinion the company has not backed off from the game. The issue from my understanding is logistics. Not that the company does not care or isn't fully committed to be a luxury automobile manufacturer.


Action

 

[MBM]

Again, I fully understand the relationship between the manufacturer and the dealer. I also fully understand that parts availability may be out of the control of the manufacturer and or the dealer.
I have owned five Ford Expeditions and have owned well over 20 Ford vehicles personally and in my business.
I purchased my Navigator Black Label in 2020 and I absolutely love the vehicle.
I never had to wait for weeks to get warranty service on my Ford vehicles. Lincoln promises a hassle free ownership experience and that’s what I expect.

 

[dschuffert]

My Lincoln dealer is scheduling about 8 weeks out with a loaner and 4 weeks out without one. I have been able to use a Ford dealer when I do not want to wait that long. About a week wait at this Ford dealer. I have been fortunate to get a loaner from the Ford dealer, although not a lincoln loaner, a nice safe loaner.

 

[MBM]

My Lincoln dealer is scheduling about 8 weeks out with a loaner and 4 weeks out without one. I have been able to use a Ford dealer when I do not want to wait that long. About a week wait at this Ford dealer. I have been fortunate to get a loaner from the Ford dealer, although not a lincoln loaner, a nice safe loaner.

My old reliable Ford dealer bailed me out by getting me a replacement Motorcraft battery for my 2020 Nav.

 

[C Krohn]

Yesterday, I scheduled an oil change for my MKX. I indicated that I would wait at the dealership, so no loaner needed. The only appointment available was for May 7.
My Lincoln dealer is a good one, but everything has changed since Covid.

 

[bbf2530]

Yesterday, I scheduled an oil change for my MKX. I indicated that I would wait at the dealership, so no loaner needed. The only appointment available was for May 7.
My Lincoln dealer is a good one, but everything has changed since Covid.

Hi CKrohn. Yes, things have changed, but it also seems to depend on the individual Dealers.

I had a similar situation to yours, but a little better results. My Dealer is a good one (free shout-out...Maplecrest Lincoln/Ford in NJ).
On Thursday, I called to schedule "The Works"/oil change and tire rotation. They said I could bring it in the very next day (Friday), and asked if I wanted them to pick up/drop off. I told them I would bring it in and wait, so no ride etc.

So I made an appointment for this coming Wednesday, which was the soonest I had time to bring it in.

I also asked if they had loaners again yet (they had none for most of last year, due to the pandemic, but also from being flooded out in the latest "100 year storm" which we now seem to get every year...lol).
They told me they now have loaners once again available. Although I would have had to wait about a week to 10 days for a loaner appointment to be available.

So it does seem that things are slowly getting better. Let's hope it keeps going in the right direction.

Good luck.

 

[Black Label]

Yesterday, I scheduled an oil change for my MKX. I indicated that I would wait at the dealership, so no loaner needed. The only appointment available was for May 7.
My Lincoln dealer is a good one, but everything has changed since Covid.

Wow, is that Hooks in Fort Worth? Even Fair Oaks or Ogden Lincoln up here will get me in same day, typically, for an oil change.