[chrischan]

I used to drive a Lexus. These guys treat customers like special. They drive a replacement car to my office to swap for service.
I just booked my first service. I have to drop it off and get to Budget to rent a car. This is not service. To the boys at Lincoln they are used to Ford service and this is supposedly special. Very disappointed.

 

[blankster]

My Lincoln only dealer has been very good in terms of sales and service experience.

 

[countryguy]

Some members on here have been very impressed with the service from their Lincoln dealers. chrischan you give you mention as to where you are located? It is a Lincoln only dealership or a Ford/Lincoln dealership?

 

[5.0 Candy REDCS]

Personally, Im happy with my dealer, granted, I do have to drop it off, but I get a clean Lincoln loaner, and if I need for my car to be dropped off, they send it with their driver and we swap cars,mine always returns clean and washed, inside and out...I have no complaints at all!

 

[20MKC15]

Overall I'm okay with the dealer experience. My dealer is Lincoln only at this location (they have a Ford/Lincoln dealership in another city) - The Sales part is great, the Service people are okay in person - however, they could use more training or general phone skills and the phone system in general is a circus You call, the you get the standard Sally Silicone answering voice enter an ext., then a person answers that doesn't know who you should be connected with and says something like "I wish FORD would get a better system in here" then they transfer you to another person who's voicemail is full then it defaults back to the original "hello and thank you for calling(dealership name) then you start all over - I literally ran through 5 extensions before just calling the salesman to get the appointment.

As for loaner cars, I've only left the car with them once and they gave me a New fully loaded MKX, which I told them I'd keep and they could have the MKC - they didn't take me up on the offer.

 

[5.0 Candy REDCS]

I hear you....the other day when I called Lincoln to enquire about the new recall I spoke with this receptionist, and first thing I mentioned to her is "I'm in Canada"complete waste of time, she was clueless,switched me over to this dept that look into recalls...after giving them my address....she tells me "Sir, where are you located" LOL ummmm Canada,OH she says....let me switch you over to the Canadian dept.....then the connection went dead!

 

[psychoart]

I used to drive a Lexus. These guys treat customers like special. They drive a replacement car to my office to swap for service.
I just booked my first service. I have to drop it off and get to Budget to rent a car. This is not service. To the boys at Lincoln they are used to Ford service and this is supposedly special. Very disappointed.

I'm not going to be like others saying that I have had impeccable services. I had bad services before, and it took me a while to go to a different dealer for services.
For one, such decision is, of course, a distance problem or not.

Before, I had to stand in front of a counter to be served like in a McDonald ordering a free meal. Now after changing to a different dealer, I sit in an office with my service rep to discuss things to be done in the right fashion.

So yes, I agree with you that Lincoln should be more uniform with its dealer in term of services. :eek

 

[TheReaper]

I used to drive a Lexus. These guys treat customers like special. They drive a replacement car to my office to swap for service.
I just booked my first service. I have to drop it off and get to Budget to rent a car. This is not service. To the boys at Lincoln they are used to Ford service and this is supposedly special. Very disappointed.

Maybe you need to trade for a Lexus ?

 

[t2015MKC]

^^ maybe Lincoln should strive to have better customer service than Lexus :wink

 

[LnkisaPOS]

^^ maybe Lincoln should strive to have better customer service than Lexus :wink

Perfect response.

 

[Shawn Gilmour]

I have owned Ford, GM and Jeep vehicles in the past and now own a BMW and the MKC. The MKC has been great so far with few issues. I took the MKC in for its first service, schedule it for the Sirius issue, oil change and modem issue. Both are known issue with TSB which were noted on the service order when schedule. Drove to the Ford/ Lincoln dear, waited 20 mins to get checked in only to be told that they need to order the parts for the model recall and the Sirius TSB. It would take 4-5 days and did I want a rental. First they knew exactly why the car was being serviced, the excuse they gave was they don't order parts until the vehicle arrives. Waste of my time and total crap. For an American car I would say the service is about the norm for my experience. I want to buy American when ever I can, but the service has a long way to go to match BMW from a customer experience, getting me in a car that is on the lot vs waiting for a rental to arrive and filling out a bunch of paper work on it. The Lexus, Lincoln and BMW are all about the same price, we choose the MKC because we liked it best. I did not have high expectations for the service and so far they have been correct.

 

[bkrell2]

My dealer has been great. I've usually cheaped out when I've bought luxury cars before and bought them used. So I never had the total ownership experience. But I got my MKC because I'd had back surgery and wanted a nice, new cushy car. I had a year old Mustang GT at the time. I've had very pleasant experiences so far. My dealer gives me a loaner Lincoln at the drop of the hat. I went in for an oil change the other day and got a loaner and didn't even realize I was out of free oil changes. They still gave me a loaner, which surprised me. And, since they forgot to tell me the oil changes were no longer free, they went ahead and gave me this one free as well. But it's all about the individual dealer. Ford must evidently encourage their dealers to provide extra services to Lincoln owners but not mandate it. My Lincoln service rep told me she really had to push the dealership to buy loaners for Lincoln owners after getting specialized Lincoln rep training. She said she told them if they wanted to move Lincolns, they had to expect Lincoln buyers to be more particular and fussy. Sadly, she just left the dealership after her husband took a job in another state. But she assured me the dealership was getting another dedicated rep trained up.

With regard to a particular service experience, the longest I've had to leave my car was when one of the variable valve control solenoids inside the engine needed to be replaced. I was minus my car for about 1.5 weeks. But I had a nice 2016 Navigator loaner so I couldn't complain. They didn't even care about miles. I commute 130+ miles a day. I told my rep this and she just shrugged her shoulders.

 

[5.0 Candy REDCS]

As stated before, I give Holiday Ford a 9.5 out of a 10....polite bunch, good service, always had my MKC returned to me in pristine cleanness,inside and out...I will continue to support this dealership.

 

[LnkisaPOS]

My wife has to been to four different dealers/service departments in our area and they went from bad to worse. Guess reputable dealers are not an option for us...

Not everyone gets a good Lincoln experience that is for sure. Buyer beware.

 

[AU MKC]

happy with my dealer, Lincoln only but they sell a ton of used Fords. They could be better but they try really hard.
Only have had scheduled maintenance but no complaints so far. Been in business for probably 50 years

 

[5.0 Candy REDCS]

My wife has to been to four different dealers/service departments in our area and they went from bad to worse. Guess reputable dealers are not an option for us...

Not everyone gets a good Lincoln experience that is for sure. Buyer beware.

Maybe you can see if Trump can help out ( smiling)!:laugh

 

[LnkisaPOS]

He he. Maybe I should call him.

 

[Pond Life]

We bought our MKC from a Ford/Lincoln dealership. The salesman told us at the point of sale, (we did not ask) that we would get a Lincoln loaner whenever our car was in for service, even if only for an oil change. This has been good and bad. Good because I have driven cars and SUVs, some hybrid, some with fancy options our MKC does not have. I have got to try all the gadgets.

BUT... they only have so many Lincolns to loan, so sometimes my appointments are up to a week away - only because of the loaner issue. Or, they simply tell me "we have a Focus or an Expedition" (too big for our garage space). I don't like having to say, "my salesman told me I would get a Lincoln loaner." They should know and never offer me any different.

 

[espressomac]

^^ maybe Lincoln should strive to have better customer service than Lexus :wink

I think they heard you. In the latest American Customer Satisfaction Index (2016), Lincoln ranks higher than Lexus. Actually, Lincoln is #1. Good improvement since 2015. Lexus came in at #7.

Lincoln, Honda, Toyota, BMW are tops in customer satisfaction (Acura, VW not so much)

Also

Automakers with the highest consumer satisfaction rankings


--

 

[My2.0Dips]

The tough part is that the people have to be paid enough to care and need to be on some kind of incentive/reward system for doing good. The only way to punish the dealer is by giving bad reviews at the time of buying your car. But they don't have much of that for a service department. You can only give bad reviews on Google and Yelp to rag on them.