tberg Posted October 9, 2018 Report Share Posted October 9, 2018 Yesterday afternoon, my wife returning home from our neighborhood supermarket started experiencing trouble driving home in her 2016 MKX Black Label with 20,000 miles, and she pulled off the main street onto a residential block and parked. I came to see what was wrong and to pick her up. I started the car, but it would not go into Reverse (I was going to see if we could nurse it home to our house a few short blocks away). But, it was to no avail. We decided to leave it parked and have AAA tow it to Galpin Lincoln, our closest dealership and the largest Ford dealership in the world on Monday morning. Unfortunately, the posted parking signs said No Parking between 2-6am with the threat of towing the car away and impounding it. So, we called AAA, met them there at 9:30pm and took it over hoping they'd have a night drop area. Fortunately, they did and there were still people at the dealership who had us fill out a drop off service form for the morning service advisor. All handled very nicely and courteously. At 7am this morning, I spoke with the service advisor, he had seen the note was moving the car into service, and I asked him if my wife could get a loaner car. One of the reasons we bought the CPO, fully loaded (virtually every option) car, was because of the specific perk of getting a loaner of the same or higher quality when a car is brought into a Black Label Dealership. It was a hassle we wouldn't have to deal with. When I asked the service advisor about it on the phone, he said he'd have to check and get back to my wife. When i called her later in the morning, she said the service advisor had informed her that Lincoln had changed the rules, this year, and no longer provided this service. I, immediately called him back and said that i didn't really care that Lincoln no longer was doing it, but that it was written in the contract of Black Label ownership that this was an advantage of spending the extra money, so that this was a contractual agreement that couldn't be cancelled. To his credit, he spoke with his manager and was able to come up with another MKX for her to drive, and she picked it up. I would have understood if I was told that because the car was towed in without a service and loaner car reservation, we might not get a car until the next day, and I would have been fine with that. But with a brand that's trying to regain luxury credibility again, to break promises made to its clientele after the fact, is just a terrible idea. As it turns out, some kind of internal clutch device is broken inside the transmission and will require the car to be in the shop for about a week. Stuff happens, things break (prematurely) and I can deal with that. However, promises made between a company and its customers are not breakable on a whim without repurcussions. Kudos to Galpin for coming through with a solution, they handled it properly after being nudged. I wonder if anyone else has had a similar experience? Quote Link to comment Share on other sites More sharing options...
akirby Posted October 9, 2018 Report Share Posted October 9, 2018 I can’t find anything that says that changed. Check with Lincoln. Galpin may have given you bad information. Quote Link to comment Share on other sites More sharing options...
enigma-2 Posted October 9, 2018 Report Share Posted October 9, 2018 I'm not so certain on this. I looked at the 2016 brochure and it clearly reads that a complimentary loaner will be supplied. But the 2018 reads differently: "PREMIUM MAINTENANCE All Lincoln Black Label vehicles come with four-year/50,000- mile premium maintenance plan, covering all recommended service and wear items with complimentary pickup and delivery within an extended 50-mile radius.* * See your Lincoln Black Label Dealer for complete details.". No mention of a free loaner. Quote Link to comment Share on other sites More sharing options...
akirby Posted October 9, 2018 Report Share Posted October 9, 2018 I'm not so certain on this. I looked at the 2016 brochure and it clearly reads that a complimentary loaner will be supplied. But the 2018 reads differently: "PREMIUM MAINTENANCE All Lincoln Black Label vehicles come with four-year/50,000- mile premium maintenance plan, covering all recommended service and wear items with complimentary pickup and delivery within an extended 50-mile radius.* * See your Lincoln Black Label Dealer for complete details.". No mention of a free loaner. That's the maintenance plan, not warranty service. Warranty service still comes with a loaner AFAIK. Quote Link to comment Share on other sites More sharing options...
enigma-2 Posted October 9, 2018 Report Share Posted October 9, 2018 (edited) Wellllll snap. That's what I get for trying to do 3 things at once. You are correct sir. I looked on the Lincoln site and heres what they are saying: "Complimentary Lincoln Loaner Should your Lincoln require warranty service, we'll be there for you with a complimentary loaner vehicle. (3) (3) Valid for Lincoln owners of 2010 model-year vehicles to present. See dealer for complete details. Lincoln reserves the right to program details at any time without obligation." https://owner.lincoln.com/support/how-tos/vehicle-care/lincoln-way.html Edited October 9, 2018 by enigma-2 Quote Link to comment Share on other sites More sharing options...
tberg Posted October 17, 2018 Author Report Share Posted October 17, 2018 Glad we got the loaner, car is still at Galpin awaiting finish. Supposedly we get her back tomorrow. Quote Link to comment Share on other sites More sharing options...
Ninja279 Posted October 18, 2018 Report Share Posted October 18, 2018 Wo Glad we got the loaner, car is still at Galpin awaiting finish. Supposedly we get her back tomorrow. Would be interested to know what the fault turned out to be Quote Link to comment Share on other sites More sharing options...
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