My truck in shop and dealer isn't giving me loaner. Options?

[GordoJay]

Brighton, Sill-TerHar , O'meara, Larry H. Miller, Columbine......

I'm down in the Springs, and Phil Long is the only dealer within an hours drive. Traffic through the gap sucks bad right now and I hate driving to Denver. I knew the sales guys at Phil Long were weenies, but I thought I'd give the service department a chance since they're separate groups. I'm not happy about that now, but my truck has been taken apart and I'm stuck this time.

Here's a question for the group. The service advisor said that he and the techs are on commission, if they don't find a problem, they don't get paid. The guy comes off like a professional blowhard on steroids, so I figured he was lying, but now I wonder. Anyone able to confirm or call BS? It just sounds so wrong.

 

[FordTechOne]

That's one of the very very many reasons why I prefer luxury brands over American brands. The overall experience is completely different.

My Raptor was getting recalls done and was in the shop for a day no loaner and didn't even have the personnel to give me a ride back to my house

Took my wife's Audi Q8 in for regular oil change and check up , as I pulled up while one person got the information from my car the other person ask me if I wanted a coffee and how I liked it. Upon getting the coffee the service advisor let me know that it was going to be 2 hours for a checkup and asked me if I wanted a loaner Q8 or their demo RS5

I love my Raptor don't get me wrong and in my opinion it's the best bang for buck truck value for its capabilities but there's a reason why it is the only American vehicle that I own and it's things like this why I don't think that will change anytime soon

This has nothing to do with American vs. foreign brands. It has everything to do with mainstream vs. luxury brands.

All of the things you mentioned are available to Lincoln customers. You can’t compare For with Audi; the Ford brand equivalent is VW.

As for price, it’s irrelevant. If you bought a vehicle with the capabilities of a Raptor from a luxury brand (if one existed), it would easily be double the price of a Raptor. Even a base model Mercedes G Wagon starts at $125k, and that still can’t match Raptor’s capabilities.

As for a loaner, OP’s dealership is not following Ford’s in warranty loaner program. Here are the details of the 2020 in-warranty loaner program for reference:


CUSTOMER SATISFACTION PROGRAM – IN-WARRANTY LOANER POLICY
Dealers are empowered to provide Ford based on the following:
• Customer’s Ford vehicle must have an open Repair Order for a warrantable repair. All Ford New
Vehicle Limited Warranty Coverages are eligible for this support within the time/mileage
guidelines.
• Customers are eligible for an In-Warranty Loaner if the vehicle meets one of the following
conditions:
◦ Vehicle requires a repair over four (4) hours based on Service Labor Time Standards.
◦ The condition requires extensive diagnosis.
◦ The parts needed for the repairs are not readily available making the vehicle inoperable.
• In-Warranty Loaners may be provided to customers with vehicles within the period of 5 years / 60,000 miles from the Warranty Start Date.
• The Loaner period is from Repair Order Open date through repair completion date (RO Line Close date).
• Vehicle under repair must be a sold unit with a Warranty Start Date.
• Loaner Duration
◦ All Ford Dealers may provide a customer with a Loaner for up to four days without the need for prior approval.

 

[FordTechOne]

I'm down in the Springs, and Phil Long is the only dealer within an hours drive. Traffic through the gap sucks bad right now and I hate driving to Denver. I knew the sales guys at Phil Long were weenies, but I thought I'd give the service department a chance since they're separate groups. I'm not happy about that now, but my truck has been taken apart and I'm stuck this time.

Here's a question for the group. The service advisor said that he and the techs are on commission, if they don't find a problem, they don't get paid. The guy comes off like a professional blowhard on steroids, so I figured he was lying, but now I wonder. Anyone able to confirm or call BS? It just sounds so wrong.

The dealer will be reimbursed, whether they pass that on to the staff is dependent on the dealer’s pay plan. The dealer can can bill out what is called a “No Problem Found” (NPF). That means they spent time attempting to verify your concern but they were unsuccessful. This should be accompanied by the NPF worksheet for documentation. See my post above regarding Ford’s loaner policy.

 

[Kaz109]

This has nothing to do with American vs. foreign brands. It has everything to do with mainstream vs. luxury brands.

All of the things you mentioned are available to Lincoln customers. You can’t compare For with Audi; the Ford brand equivalent is VW.

As for price, it’s irrelevant. If you bought a vehicle with the capabilities of a Raptor from a luxury brand (if one existed), it would easily be double the price of a Raptor. Even a base model Mercedes G Wagon starts at $125k, and that still can’t match Raptor’s capabilities.

As for a loaner, OP’s dealership is not following Ford’s in warranty loaner program. Here are the details of the 2020 in-warranty loaner program for reference:


CUSTOMER SATISFACTION PROGRAM – IN-WARRANTY LOANER POLICY
Dealers are empowered to provide Ford customers a loaner based on the following:
• Customer’s Ford vehicle must have an open Repair Order for a warrantable repair. All Ford New
Vehicle Limited Warranty Coverages are eligible for this support within the time/mileage
guidelines.
• Customers are eligible for an In-Warranty Loaner if the vehicle meets one of the following
conditions:
◦ Vehicle requires a repair over four (4) hours based on Service Labor Time Standards.
◦ The condition requires extensive diagnosis.
◦ The parts needed for the repairs are not readily available making the vehicle inoperable.
• In-Warranty Loaners may be provided to customers with vehicles within the period of 5 years / 60,000 miles from the Warranty Start Date.
• The Loaner period is from Repair Order Open date through repair completion date (RO Line Close date).
• Vehicle under repair must be a sold unit with a Warranty Start Date.
• Loaner Duration
◦ All Ford Dealers may provide a customer with a Loaner for up to four days without the need for prior approval.

While I won't question your knowledge since you seem to be the most knowledgeable guy I have spoken with on the site I will say that with me working with Lincoln dealerships weekly I have yet to see the same treatment I have got in my Audi or MB

So to the letter of the law you are probably right ( like I said you seem to know your stuff inside and out) but it has not been my experience

 

[GordoJay]

I called Ford Customer Service and they're looking into it now.

 

[FordTechOne]

While I won't question your knowledge since you seem to be the most knowledgeable guy I have spoken with on the site I will say that with me working with Lincoln dealerships weekly I have yet to see the same treatment I have got in my Audi or MB

So to the letter of the law you are probably right ( like I said you seem to know your stuff inside and out) but it has not been my experience

Interesting. Lincoln revamped the entire customer experience around the time the new Navigator came out in 2017. Dealers are supposed to be offering an experience on the level of MB and Audi. They’re even offering free pickup and delivery along with a drop-off loaner.

As always though, experience will vary by franchise/dealer group.

 

[Kaz109]

Interesting. Lincoln revamped the entire customer experience around the time the new Navigator came out in 2017. Dealers are supposed to be offering an experience on the level of MB and Audi. They’re even offering free pickup and delivery along with a drop-off loaner.

As always though, experience will vary by franchise/dealer group.

I do remember those Matthew McConaughey commercials. Lincoln interior are second to none imo and love the black label exclusive interior packages but I think why I have not seen the same experience as luxury brands is because my experience has been with Lincoln/Ford dealerships and not Lincoln exclusively.

When my wife and I were looking at buying a aviator black label I was shocked to find out that Lincoln only dealerships can sell then. It made it much more challenging in my area

 

[Nuke LaLoosh]

Kinda feel like this is a topic that doesn’t need a thread.

 

[BroncoAZ]

I asked them to bolt it back together and let me drive it until the part comes in and they said no. Maybe I should ask more forcefully.

Two or more weeks without a vehicle is unacceptable without a loaner or dealer/Ford paid rental. I would ask them to make a payment on the truck since it’s out of service for that long with no loaner due to a warranty issue.

 

[hekster1]

My understanding is if they keep your truck overnight, the have to give you a loaner. Call Ford customer service...