The Lincoln Dealership Experience - Lincoln MKC Forum
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post #1 of 29 Old 08-04-2014, 10:03 PM Thread Starter
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The Lincoln Dealership Experience

Made the decision to lease the 2.3 MKC (fully loaded, Tech Pkg, Climate Pkg, 20" wheels, THX) this coming November and am starting my search for a Lincoln dealer in the South Florida area. I have visited four dealerships and am appalled at the stale and morgue like welcome from all four. Coming from recent visits to Audi, MB, BMW, Infiniti, Lexus, and Acura for my wife's new lease it is obvious that Lincoln is trying to sell a $50k vehicle via a 5 cent experience. (She got the BMW 428i).

Here are the sad details.

Both the Pines and Doral dealerships are dedicated Lincoln dealerships and are fairly well appointed but absolutely NO ONE took an interest in my presence. While the sales reps from the foreign car dealerships called with vigor, after leaving my contact info at Pines and Doral I never got a call back.

On the first trip to Pines Lincoln we found the receptionist could not be interrupted while watching her mobile movie, so we left. A second trip to Pines Lincoln I got to test drive the MKC with the back office bookkeeper. In neither case could we find a sales rep.

Doral Lincoln was surreal. The special MKC reveal turned into some kind of non-auto related award for someone at the dealership, the Lincoln marketing MadMen were standing around in their black suits in shock. Amid the women in gala dresses and blaring music, after an hour I finally stepped over the roped off section to the MKC and sat inside. Aside from me and another guy, not a single person expressed an interest in looking at, buying, or selling the MKC.

The Pompano Lincoln dealership is very old and smelly. Of the four cars in the cramped showroom floor, one spot is occupied by a 1930's Ford. My first impression, "Are they trying to sell yesterday's heap to a tech savvy generation?" The elderly salesman wore a very old, but pressed shirt, smelled horribly of cheap cologne, and was about as lethargic as the old Ford. Nothing wrong with old (I am 55), but if someone is trying to sell the latest tech / modern vehicle at least dress and act the part.

The Delray Lincoln dealership is shared with Ford; a tiny space is made for Lincoln. Maybe that works for Hyundai, but they make no attempt to segment the Genesis as a separate brand (as in the new Genesis Motor Company). This would be like finding a combo VW-Audi dealership or selling the Mercedes commercial van next to the S sedan.

Bottom line, I'll probably do what I did last time with my Ford Edge. Ordered from the Alabama AutoNation with a substantial discount. They drove it from Mobile to Ft Lauderdale for free and in 15 minutes I completed the paperwork from my kitchen table. After one bad experience while Ford shopping, I decided not to step inside a Ford dealership. Same goes for Lincoln now.

So... is my South Florida Lincoln dealership experience unique?
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post #2 of 29 Old 08-04-2014, 11:14 PM
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Originally Posted by vimish View Post
The Delray Lincoln dealership is shared with Ford; a tiny space is made for Lincoln. Maybe that works for Hyundai, but they make no attempt to segment the Genesis as a separate brand (as in the new Genesis Motor Company). This would be like finding a combo VW-Audi dealership or selling the Mercedes commercial van next to the S sedan.
Mercedes-Benz owner here. At one point, I almost considered Lincoln's MKZ after the date night program, but the dealership experience was lacking. I went through a high-volume Northern VA Ford-Lincoln dealer. At no time did I feel that there was enough differentiation in service levels to justify going with Lincoln. The fact that the MKZ didn't seem to meet my requirements in a car didn't help the cause either. Lincoln pushed me to look for a car in dealer inventory, and from surrounding dealerships. I was asked if I was willing to forgo certain options in order to make my search easier.

Mercedes-Benz on the other hand welcomed me, worked on my time schedule, and appraised of the progress of my car (a special ordered C-Class). At no time was I pushed to search their existing, or incoming inventory, to see if there was something close. At no time was it ever suggested that I try to look for an car that came close to what I wanted from a surrounding dealership. As I was placing my order, the sales associate explained each, and every available option, and option package; we even walked the lot to find cars with the option I considered ordering so that I could see what I would be getting. I felt like I was placing an order for an S-Class.

Your Sprinter (the Mercedes-Benz van) next to an S-Class reference is incorrect. In many dealerships, you will see the Sprinter next to an S, next to an SLS. Overseas, you will see Mercedes-Benz vans next to luxury cars, next to their basic A/B-Class next to their supercars. Mercedes-Benz makes no attempt to break the connection between their cars, trucks, buses, and (at one time) farm equipment. Ford on the other hand, will deny the Econoline, and MKZ/MKC share any DNA.
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post #3 of 29 Old 08-05-2014, 12:08 AM
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Originally Posted by vimish View Post
Made the decision to lease the 2.3 MKC (fully loaded, Tech Pkg, Climate Pkg, 20" wheels, THX) this coming November and am starting my search for a Lincoln dealer in the South Florida area. I have visited four dealerships and am appalled at the stale and morgue like welcome from all four. Coming from recent visits to Audi, MB, BMW, Infiniti, Lexus, and Acura for my wife's new lease it is obvious that Lincoln is trying to sell a $50k vehicle via a 5 cent experience. (She got the BMW 428i).

Here are the sad details.

Both the Pines and Doral dealerships are dedicated Lincoln dealerships and are fairly well appointed but absolutely NO ONE took an interest in my presence. While the sales reps from the foreign car dealerships called with vigor, after leaving my contact info at Pines and Doral I never got a call back.

On the first trip to Pines Lincoln we found the receptionist could not be interrupted while watching her mobile movie, so we left. A second trip to Pines Lincoln I got to test drive the MKC with the back office bookkeeper. In neither case could we find a sales rep.

Doral Lincoln was surreal. The special MKC reveal turned into some kind of non-auto related award for someone at the dealership, the Lincoln marketing MadMen were standing around in their black suits in shock. Amid the women in gala dresses and blaring music, after an hour I finally stepped over the roped off section to the MKC and sat inside. Aside from me and another guy, not a single person expressed an interest in looking at, buying, or selling the MKC.

The Pompano Lincoln dealership is very old and smelly. Of the four cars in the cramped showroom floor, one spot is occupied by a 1930's Ford. My first impression, "Are they trying to sell yesterday's heap to a tech savvy generation?" The elderly salesman wore a very old, but pressed shirt, smelled horribly of cheap cologne, and was about as lethargic as the old Ford. Nothing wrong with old (I am 55), but if someone is trying to sell the latest tech / modern vehicle at least dress and act the part.

The Delray Lincoln dealership is shared with Ford; a tiny space is made for Lincoln. Maybe that works for Hyundai, but they make no attempt to segment the Genesis as a separate brand (as in the new Genesis Motor Company). This would be like finding a combo VW-Audi dealership or selling the Mercedes commercial van next to the S sedan.

Bottom line, I'll probably do what I did last time with my Ford Edge. Ordered from the Alabama AutoNation with a substantial discount. They drove it from Mobile to Ft Lauderdale for free and in 15 minutes I completed the paperwork from my kitchen table. After one bad experience while Ford shopping, I decided not to step inside a Ford dealership. Same goes for Lincoln now.

So... is my South Florida Lincoln dealership experience unique?
It's called thinning of the heard. Those dealerships won't be around long.
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post #4 of 29 Old 08-05-2014, 02:02 AM
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Quote:
Originally Posted by vimish View Post
Made the decision to lease the 2.3 MKC (fully loaded, Tech Pkg, Climate Pkg, 20" wheels, THX) this coming November and am starting my search for a Lincoln dealer in the South Florida area. I have visited four dealerships and am appalled at the stale and morgue like welcome from all four. Coming from recent visits to Audi, MB, BMW, Infiniti, Lexus, and Acura for my wife's new lease it is obvious that Lincoln is trying to sell a $50k vehicle via a 5 cent experience. (She got the BMW 428i).

Here are the sad details.

Both the Pines and Doral dealerships are dedicated Lincoln dealerships and are fairly well appointed but absolutely NO ONE took an interest in my presence. While the sales reps from the foreign car dealerships called with vigor, after leaving my contact info at Pines and Doral I never got a call back.

On the first trip to Pines Lincoln we found the receptionist could not be interrupted while watching her mobile movie, so we left. A second trip to Pines Lincoln I got to test drive the MKC with the back office bookkeeper. In neither case could we find a sales rep.

Doral Lincoln was surreal. The special MKC reveal turned into some kind of non-auto related award for someone at the dealership, the Lincoln marketing MadMen were standing around in their black suits in shock. Amid the women in gala dresses and blaring music, after an hour I finally stepped over the roped off section to the MKC and sat inside. Aside from me and another guy, not a single person expressed an interest in looking at, buying, or selling the MKC.

The Pompano Lincoln dealership is very old and smelly. Of the four cars in the cramped showroom floor, one spot is occupied by a 1930's Ford. My first impression, "Are they trying to sell yesterday's heap to a tech savvy generation?" The elderly salesman wore a very old, but pressed shirt, smelled horribly of cheap cologne, and was about as lethargic as the old Ford. Nothing wrong with old (I am 55), but if someone is trying to sell the latest tech / modern vehicle at least dress and act the part.

The Delray Lincoln dealership is shared with Ford; a tiny space is made for Lincoln. Maybe that works for Hyundai, but they make no attempt to segment the Genesis as a separate brand (as in the new Genesis Motor Company). This would be like finding a combo VW-Audi dealership or selling the Mercedes commercial van next to the S sedan.

Bottom line, I'll probably do what I did last time with my Ford Edge. Ordered from the Alabama AutoNation with a substantial discount. They drove it from Mobile to Ft Lauderdale for free and in 15 minutes I completed the paperwork from my kitchen table. After one bad experience while Ford shopping, I decided not to step inside a Ford dealership. Same goes for Lincoln now.

So... is my South Florida Lincoln dealership experience unique?
I gotta admit that I am not enjoying my Lincoln experience at all with my dealer. In fact, I'm in a point to cancel my order because of it...
Tired of this BS [email protected]#$%^&* waiting time (3 months) and delivery date that changes every single time!
I could have enjoyed an X1 Turbo 6. Or you know what!?! F#$% this, GLA or NX here I come.
This experience is 3rd rated! Feels like I'm buying a Chevy and sh*t!
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post #5 of 29 Old 08-05-2014, 08:49 AM
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My dealer was just fine (but no silly coffee bar like BMW and MB started adding 15 years ago).

How is your dealer responsible for the delays and changing delivery dates? You ordered a newly released vehicle, which will always be prone to shifting and delayed delivery times during the vehicle launch. If you liked the MKC and had to have the late availability THX option, you should have expected delays. Conversely, if you wanted a new car right away, you should have just bought a BMW or Lexus. Of course there are MKC's available, we bought exactly what we wanted right of the dealers lot.

FWIW, BMW added the 2.8d to the X3 lineup for 2015 and its release was delayed by months. The bitching was the same on the BMW forums, 'I'm going to cancel my order' blah, blah, blah. This was just a new engine in an existing car. People get so wound up with unrealistic expectations.
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post #6 of 29 Old 08-05-2014, 09:25 AM
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Our Ford/Lincoln dealer in Winter Haven doesn't have a fancy showroom, just a good, clean, presentable one with Fords on one side and Lincolns grouped together on the other. But they have a good local reputation, and the "Lincoln specialist" assigned to us knew his stuff. I'd much rather have that than the oh-so-upscale Lexus dealership in Tampa. When we were shopping for our last car they laid on a multi-person hard sell, and when we told them we we not buying a car that very day they told us we were wasting their time.

Until Lincoln has built up some volume, shared Ford/Lincoln dealerships are going to have to be a reality. One issue could be the service operation, where Lincoln simply isn't at a point to have service departments that mirror Lexus, etc. There's a relatively low-cost way to provide a premium service experience though -- bring a loaner to the customer's home or work. With that sort of program, a Lincoln customer would rarely (if ever) have to experience the Ford-ness of the service department.
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post #7 of 29 Old 08-05-2014, 10:19 AM
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My dealer was just fine (but no silly coffee bar like BMW and MB started adding 15 years ago).

How is your dealer responsible for the delays and changing delivery dates? You ordered a newly released vehicle, which will always be prone to shifting and delayed delivery times during the vehicle launch. If you liked the MKC and had to have the late availability THX option, you should have expected delays. Conversely, if you wanted a new car right away, you should have just bought a BMW or Lexus. Of course there are MKC's available, we bought exactly what we wanted right of the dealers lot.

FWIW, BMW added the 2.8d to the X3 lineup for 2015 and its release was delayed by months. The bitching was the same on the BMW forums, 'I'm going to cancel my order' blah, blah, blah. This was just a new engine in an existing car. People get so wound up with unrealistic expectations.
Dealer isn't responsible for the delay, but at least have courtesy to give back some updates instead of me calling them all the time.

Thanks for fighting with me. It gave me the spirit back up...
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post #8 of 29 Old 08-05-2014, 12:17 PM
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Out of all the dealerships we probably had the best experience at Audi. They really seemed to go all out to make a sale, but not in a pushy way. If that dealer wasn't an hour away we might have chosen the Q5 or waited awhile longer to see the Q3. Worst experience was probably Acura, and just because the salesperson didn't know a thing about the RDX and I don't think he could sell a bucket of water to a guy in burning trousers.

If I bought a Ford Escape I think I would have had the same experience. It is the same dealership and the same salespeople.
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post #9 of 29 Old 08-05-2014, 10:01 PM
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If I bought a Ford Escape I think I would have had the same experience. It is the same dealership and the same salespeople.
And you'll get the same service experience too, which around here is nothing short of atrocious!
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post #10 of 29 Old 08-05-2014, 10:27 PM
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The dealer is great. I send him multiple emails and he always responds. The dealership needs to be updated.
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