[mmoretti]

Took my car in a few weeks ago to have heated/cooled seats fixed among numerous other things. When I picked it up I did not notice until I got home that they had put two holes in my prized hazelnut leather seats!

The car had to go back shortly after so when I brought it in I "mentioned" what they did but did not make a huge deal out of it (I hadn't looked at it closely - on purpose) I felt bad complaining because they had done some "extra" stuff for me. I have along history-long story with this dealer and my car.

The car has been in my garage the last few weeks because we were away. Today was first day I took it out in the light and really saw the holes. I'm exasperated! Am I being overly picky or is this insane? See pictures below. I have been holding off complaining yet AGAIN, its getting old. They also returned my car back to me with multiple "finishing marks" I had to have polished off. So tired of going back, dealer is an hour away.

What would you do? Can it even be fixed or are they going to have to replace the seat? Thoughts?

 

[RayoVac]

Took my car in a few weeks ago to have heated/cooled seats fixed among numerous other things. When I picked it up I did not notice until I got home that they had put two holes in my prized hazelnut leather seats!

The car had to go back shortly after so when I brought it in I "mentioned" what they did but did not make a huge deal out of it (I hadn't looked at it closely - on purpose) I felt bad complaining because they had done some "extra" stuff for me. I have along history-long story with this dealer and my car.

The car has been in my garage the last few weeks because we were away. Today was first day I took it out in the light and really saw the holes. I'm exasperated! Am I being overly picky or is this insane? See pictures below. I have been holding off complaining yet AGAIN, its getting old. They also returned my car back to me with multiple "finishing marks" I had to have polished off. So tired of going back, dealer is an hour away.

What would you do? Can it even be fixed or are they going to have to replace the seat? Thoughts?

Boy the one on the top side of the leather would really, really bother me. I would take it back and force the issue. My guess is they would probably have to order a new bottom cover, I do think the back and bottom or two different pieces. So replacing it, while not fun and would require pulling the whole seat out again... would be EXACTLY the same thing they had to do to put your new heating elements in to address the TSB on the heated seats.

The only real risk would be the Hazelnut color of the new bottom not matching, but I would rather take that risk then have the holes. And frankly if it does not match, they will have to keep replacing pieces until they all match to your satisfaction.

When I got my MKC back after the dealer did the Heated Seat TSB, although I did not have any pinholes, I did notice that they did not get the leather back on as nice and smooth as it was from the factory. Specifically there were areas where it had kind of a wrinkle do it, where it should be taught and smooth. I did not complain as I figured some hot sun and a body sitting in the seat would probably smooth it out. Did not have it long enough after that to test my theory.

Take it back, request the seat bottom cover bet replaced!

Rayo

 

[greg9233]

I would take it back. While they are small, if you keep the car a few years those holes will get caught on something and possible get bigger and you wish you had.

Greg

 

[2015 MSM]

I would call and speak to your adviser and be straight up honest, let them know that you appreciate them and the extra special way they treat you,but that this one time they made a mistake and not a small one, I am sure they will step up and take care of it. Please let us know the outcome!

 

[Bruce]

Hey, mmoretti,
I had some similar issues on mine too. When removing the driver's side seat cover, they, the dealer, ripped it and had to order a new cover. When the new cover was installed, they damaged it also - but only offered to fix it. It cannnot be "fixed". Someone put four deep gouges in the glovebox cover as well, not to mention a small slice in the material of the driver's side windshield column! I found that the new headliner didn't quite fit at the passenger side door (make sure to check yours - it's a wide-spread problem), missing by a good 1/8th inch (black on very noticible white!).
On top of these issues, the Sirius radio continues to cut out regularly and the seat backs don't cool as good as they did before the infamous "fix". While being very fair and patient, I'm at wits end on all of this. My car was at the dealership for 24 days for all that - and no aplogies. They said, "that's just how long it takes on these things."! I'm no idiot.
I see a troubling pattern here related to these TSB's and it sounds as though most everyone is being treated similarly. My dealer said he would order the parts and call me when they come in - going on 4 weeks now. I've owned my car for 14 months and gotten to drive - and it 12 1/2 months! As peaceable as I am, I'm going to war now. I hope you all are able to resolve your issues peaceably! Although I detest "fighting", I've become pretty good at it!

 

[mmoretti]

Contacted them finally. They are going to fix it (of course). Stuff happens but after awhile it gets to be just too much.. Just seems to never end for me unfortunately. I have never had to be such a PITA about anything in my life, I truly hate it, but what else am I to do? Just leave it like that and say "oh well" my new car is damaged/doesn't work properly and walk away? My dealer is not close, an hours drive so its starting to get a little annoying. Uuuuugh.....

 

[laurel]

We have had leather furniture repaired in the past, and the job done was excellent in a short amount of time while we watched. I would think the blemishes on your seats could be repaired without have to replace the leather by an expert in leather upholstery.

 

[mmoretti]

Bruce Ive been through quite a bit with my MKC and the dealer. Took a long time deciding on and buying this car bypassing several other more "established" luxury brands. Trying to remain calm and have been pretty relaxed except for in the beginning I had a blow up (only because they were ignoring me). I HATE fighting and having to go through anything. New car is supposed to be fun, good right? Trying not to vent and complain too much here because after all I did buy the car... I am pretty low key when I go in for yet another fix...no sense in ranting, they must know how disappointed I am, what else is there to do unfortunately?

I am realistic, it is a first year model car. The TSB and small issues so far aren't that terrible but it seems so many are having trouble getting even those taken care of. So many stories of waiting a long time for parts and damage occurring with the fixes. A lot of runaround from dealers/service departments all across the country it seems. Trying to be patient but after multiple trips to a dealer and hour away it starts to get annoying no matter how minor the issues are.

 

[Bruce]

Hey mmoretti,
You are one of the people I've been watching for a while - I believe you to be intelligent and rational! Like you, I do not like to fight for anything but will if need be. I've tried to not "poison" others opinions here on our forum, especially those on the fence about possiby buying the MKC. I believe many of my issues were because I was an "early adopter" and have been experienciing several issues shaking out in the first production year. Patience is not one of my strengths but my amazing wife helps me in that area!
As an update, I took my car in today and waited for almost 3 hours - and I can now say, my issues have been resolved to my satisfaction! The dealership owner's grandson runs the service department and he takes any jabs at the Lincoln brand very personally. I really admire this young man and his deisre to please his customers. He is a very bright light at the Tom Roush Lincoln/Mazda dealership! I feel like I can now move on and enjoy my awesome little SUV! I hope and pray that you too, will soon get satisfaction BUT, keep nudging them! Potential buyers will benefit from our issues and how we get them resolved. I wish you well!

 

[mmoretti]

Bottom line is I love the car, bought it for a reason. Wish I was not having the problems I am but just trying to get everything figured out. I probably would still not deter anyone from buying the car directly..if they are scared of what they may read they could easily google other cars/brands and find similar stories..its happens.

 

[DeMarco]

I would take it back. While they are small, if you keep the car a few years those holes will get caught on something and possible get bigger and you wish you had.

Greg

Exactly.

I would just ask that it be replaced, don't want to know how it will rip more in the future.

 

[Moragamkc]

It would be great if Ford committed to luxury and ultimate customer satisfaction with the Lincoln brand. They are certainly promoting that idea in their TV ads and all the pretty printed material they continue to send us along with numerous emails.

We have had our Ruby Red MKC for four months and are just about to turn 5000 mi. on it. I'm seriously thinking of turning it back in early and I haven't even had much chance to interact with the dealer on service or quality issues. The car has a few problems which I will insist they fix. Namely odd noises from the rear suspension that come and go at various speeds, temperatures, road conditions without any consistency, and a lopsided drivers seat back that frankly pisses me off every time I get behind the wheel.

There are design and engineering issues too like a very poor feel to the steering which darts and kicks the wheel left and right with road surface variations and steady pulls either direction under STRAIGHT braking. I've never felt a high end car with this sort of lousy feel to the wheel. I think the steering is too quick - too much directional change with even the smallest of inputs. I'm sure the engineers were going for a sporty feel, but it ranks as just too twitchy to me. I don't know if different tires would help. The gas pedal is also too goosey - too much kick from the engine with so little input. The brakes can feel grabby but less annoying than the steering and throttle. It all combines with a rather bouncy suspension to make this car, targeted as a luxury segment vehicle, feel more economy car like. Maybe I'm expecting too much, but at this price point, a more refined overall feel would come from the dialing down the responses to driver inputs and much much better damping of the standard ride.

The mileage varies widely! My wife gets 17-19. I get 24-26. But I really baby the pedal, and coast as much as possible. My old 1997 4.3L V6 GM suv was almost better - and it was a freaking truck! This state of the art Turbo 2.0L four is not living up to it's MPG promise.

If the dealer can at least identify and fix the rear end noise and get the drivers seat that feels properly symmetric, I'll be much happier. If they can improve the steering thru some adjustment to alignment, then I'm in for the longer haul.

I love the size, wife loves the color. Love that there aren't that many around as we see countless Q5's, X3's, and Lexus LH's. But I'm beginning to think the competitors sell better for more than just badge recognition that the Lincoln mark is striving to play among.

Keep working Lincoln. You've got a long way to go.

 

[AU MKC]

It would be great if Ford committed to luxury and ultimate customer satisfaction with the Lincoln brand. They are certainly promoting that idea in their TV ads and all the pretty printed material they continue to send us along with numerous emails.

We have had our Ruby Red MKC for four months and are just about to turn 5000 mi. on it. I'm seriously thinking of turning it back in early and I haven't even had much chance to interact with the dealer on service or quality issues. The car has a few problems which I will insist they fix. Namely odd noises from the rear suspension that come and go at various speeds, temperatures, road conditions without any consistency, and a lopsided drivers seat back that frankly pisses me off every time I get behind the wheel.

There are design and engineering issues too like a very poor feel to the steering which darts and kicks the wheel left and right with road surface variations and steady pulls either direction under STRAIGHT braking. I've never felt a high end car with this sort of lousy feel to the wheel. I think the steering is too quick - too much directional change with even the smallest of inputs. I'm sure the engineers were going for a sporty feel, but it ranks as just too twitchy to me. I don't know if different tires would help. The gas pedal is also too goosey - too much kick from the engine with so little input. The brakes can feel grabby but less annoying than the steering and throttle. It all combines with a rather bouncy suspension to make this car, targeted as a luxury segment vehicle, feel more economy car like. Maybe I'm expecting too much, but at this price point, a more refined overall feel would come from the dialing down the responses to driver inputs and much much better damping of the standard ride.

The mileage varies widely! My wife gets 17-19. I get 24-26. But I really baby the pedal, and coast as much as possible. My old 1997 4.3L V6 GM suv was almost better - and it was a freaking truck! This state of the art Turbo 2.0L four is not living up to it's MPG promise.

If the dealer can at least identify and fix the rear end noise and get the drivers seat that feels properly symmetric, I'll be much happier. If they can improve the steering thru some adjustment to alignment, then I'm in for the longer haul.

I love the size, wife loves the color. Love that there aren't that many around as we see countless Q5's, X3's, and Lexus LH's. But I'm beginning to think the competitors sell better for more than just badge recognition that the Lincoln mark is striving to play among.

Keep working Lincoln. You've got a long way to go.

Have you tried the different drive controls Comfort, Normal or Sport to see if makes any difference in the drive?

 

[mmoretti]

OMG, My dealer that damaged my seats during the TSB fix was kind enough to tell me I can have the seat cover replaced at my cost of close to $1600 or I can choose a "repair" (crappy)they will do as a goodwill gesture?!?! They are blaming me because I picked up my car in a dark garage and did not see the holes. I had my five year old with me and did not go over the car with a fine tooth comb. I saw it within days and my car had to go back YET again in just a few more days so I told them they damaged it then which was within a week. They are apparently blaming me and refuse to take responsibility. Just unbelievable..

 

[Moragamkc]

Our MKC is a fairly basic 2.0 FWD. I don't think it has any adjustment like Comfort or Sport mode. Wished I'd gotten the damping suspension.

 

[Moragamkc]

I think mmoretti that you need to escalate above the dealer and try to talk to a Lincoln rep. Maybe some sort of regional manager with Ford/Lincoln customer service. I know it may take a lot of phone calls to find the right person, but the situation with the dealer sounds pretty hopeless. They stand no chance of profit unless you pay them, so they actually hope you go away, live with the car, or give in to paying for repair. The manufacturer has a deeper pocket and maybe even a dept. to assist with the sort of issues you're having with the car and the dealer. Just a thought.