richincle

Well today I hit 5 months since I ordered and I continue to be frustrated by this whole experience. It's the poor choice of customer service language. Being originally told 12 weeks by the dealer. Zero updates from Lincoln outside of a 45 day automated email. Having to claw the ViN out to concierge. Once the Nav went to "built" on the site, the description states "Arranging shipment can take a few days or up to a week to finalize." I'm grateful to be near the finish line, but man it seems like this company has a lot of work to do as far as communication and customer service. It's wild to me that my car is sitting somewhere, no one seemingly really knows where and I still don't have an ETA for delivery. I don't think the excuses for these legacy car makers that this is the way they've been doing it for 100 years hold up either. They've been able to evolve products just fine over the years. Paying a premium for a "black label" experience thus far has been a big let down. Order Detail: 2023 Black Label, Special Edition Package, Pristine White Metallic, Alpine Chalet Theme, 2nd Row Captain w/ Massage 12/2/22 - Order Submitted by Dealer 12/2/22 - Lincoln Accepted Order 3/8/23 - Dealer informed the lack of movement is due to parts issues, but parts would be at the factory within a week 3/17/23 - Got a VIN via the concierge, no email from Lincoln 4/3/23 - Scheduled Build Week 4/3/23 - In Production 4/7/23 - Dealer reaches out to tell me Nav is built and headed to Penske for Special Edition pain 4/18/23 - Nav is "built" on tracking site 4/21/23 - Reached to dealer, no additional information available, but "we may see it this month" 4/23/23 - Call concierge and was told it "should ship within a few days" 5/2/23 - No updates from dealer and I called the today concierge says it's waiting to be shipped with no ETA. When asking about the paint, they did not have any info.

Wanted to share an update since it's been a minute. 3/8/23 - Heard from the dealer after a weekly update request on that the lack of any movement was due to the parts needed for the build were not available but would we at the factory within the week and my build would be one of the first to be scheduled. 3/10/23 - took a shot and called concierge to see if they could find anything out. The rep that I reached was great. Took all my info and told me he'd call me every Friday with updates. At this point he saw a "date" of 4/3/23, but it wasn't labeled. I was hopeful that it meant that it was the week of the scheduled build, but no way to confirm. 3/17/23 - concierge reached out telling me the info was the same, but he could now see a VIN which he provided me! Still no official email from Lincoln or the dealer, so I was excited to see the concierge come through. I've been checking the order tracker every couple of days and this morning (3/28), the status changed to in production! Excited to see some progress, but I'm sure it will be a while since I got the special edition package. I'll post more updates as I have them. Order Detail: 2023 Black Label, Special Edition Package, Pristine White Metallic, Alpine Chalet Theme, 2nd Row Captain w/ Massage Order Submitted by Dealer: 12/02/2022 Lincoln Accepted: 12/02/2022 Priority code: 10 Date Notified the Build is Scheduled: 3/17/23 Scheduled Build Date Week of: 4/3/23 Status Changed to in Production: 3/28/23

Agreed that there is no easy answer. Totally get your point about the individual parts. I was insinuating (poorly) that they need to be aggregating that into some sort of target, not expose all of the detail to the customer. I’m a priority 10 at least on the order sheet I got from the dealer. I guess I wait. No other choice. It does make me curious if I’d have the same struggles with an Escalade order. My guess is yes.

That makes sense to some degree, but in a world where you can really only custom order a Navigator, leaning on the "this is the way it's always been" just isn't acceptable, especially when it comes to a six figure purchase. I get the logistics are tough but if you are custom order only and you clearly know what parts are needed to build a car it's just math. On average it takes x weeks to get y parts. Provide that estimate and update it weekly in the form of a target for the customers.

I actually emailed the dealer and called the concierge yesterday. The dealer gave me the "we know there is a major parts constraint" line which I can understand, they said they would follow up when they learn something as well but I don't really expect much from that. I get the supply chains still aren't whole yet. The concierge just told me my order was "processing" but that was it. At the end of the day this all comes down to managing customer expectations. It seems crazy to me that a multi-billion dollar company can't do this well. For me, I'd be totally satisfied with "as of now, we are targeting X month for your delivery, we will provide an update in 30 days". If that target moves, while disappointing and frustrating, at least the communication would be better. Maybe I expect too much from companies at this point. I ordered a Tesla (which I ended up passing on) and this is exactly what they do. They give you are target range of months and that gets updated every few days. Moves out, moves in, but at least you have something to gauge and target. The fact that I need a VIN assigned to see any progress at all is just ridiculous.

If it's any consolation I ordered a black label on 12/2/22. The dealer knows nothing and the only update I got was a 45 day automated email that said that I haven't been forgotten about. ?

New to Blue Oval Forums! Wanted to share my order info. I haven’t heard anything from Lincoln since the order, but I’m guessing this is typical. Order Detail: 2023 Black Label, Special Edition Package, Pristine White Metallic, Alpine Chalet Theme, 2nd Row Captain w/ Massage Order Submitted by Dealer: 12/02/2022 Lincoln Accepted: 12/02/2022 Priority code: N/A Date Notified the Build is Scheduled: N/A Scheduled Build Date Week of: N/A