The dealership (Shults Lincoln in Wexford, PA) I purchased my 2024 Nautilus is about to get dumped for ongoing business. They supposedly ordered my replacement brake rotors for this back in October. This is documented (including the part number) on the invoice I got for all of the other work that day. They told me they were backordered and would be several weeks before they came in. Which is possible it was accurate at the time. Others reported waiting for a few weeks. I've had 2 service appointments with them since then (December and January) and both times I asked about them and was told "we'll call you" and "it shouldn't be too much longer". Over the last 2 weeks, I've called twice to check on the status. In the first call, I told the story to the initial person who answer the call. "Let me check on that". Then blindly transferred me to another person. I had to tell the story again. "Let me check on that". Then the call transferred to a voicemail box without any identifying information. Frustrated, I left a message with the details and asked them to call me back. They did not. I waited another week. This time I dug up the Service Manager's direct line and called him. Directly to voicemail. I left a detailed message again. No call back. That was a week ago.
Today, I called another dealer (Nick Mayer Lincoln in Cleveland area) that is a little further away. I live about 75 minutes away from the first dealer and 90 minutes from this new one). I initially got the scheduler and I politely asked if I could speak with a service advisor about the issue before making an appointment. He said sure, but he'd have to have one call me back. 90 minutes later, a service advisor called me back. Not bad at all. I explained the history to him. He was aware of the issue and said he just did a brake rotor replacement last week related to this. He said he could look up the part and their system tells him how long it will take to get in. It took him almost 5 minutes for some reason, but he came back and said he can get the part from Indianapolis but it will take a few days. We confirmed we were talking about the same exact part number -- the one listed in the SSM discussed here. Yep, that's the part. He's ordering it today as a warranty replacement without me needing to come in first to "validate" the issue. Assuming Ford's parts availability system is not totally screwed up and they can really deliver it, I'm hoping to get the new rotors put in soon. I'll keep my fingers crossed that it actually solves the problem, which I know from the SSM update might not happen. But I gotta try something. I've had this noise since I got the car in March 2024.
I'm done with the first dealer. If they call me back at this point, I'll let it go to voicemail and never call them back.
