CDaccurso on Cars.com
a year ago
12/02/2021, 05:07 AM
Above and Beyond
I want to share a recent experience. About a year ago I bought a Corsair and I love it. From day 1, I have been having electrical issues with it, all computer related. We believe there may be a short in the main electrical harness. Every issue I have had has been completely different, yet related. It started with the modem and connectivity to the Lincoln Way app and eventually every module was replaced. Jeremy wall was unfortunate enough to be filling in for Steve in Service when this began. The car was a Ghost. Sometimes you couldn't recreate the events so I started to Video them as they occurred. He believed me and would listen to my problems. He would even come get my car at 8Pm and sit in the driveway for an hour with me trying to recreate the events. He would use my car for a week at a time to try and make the problems occur and when they would show themselves, he’d put it on a computer and there would be no codes. After about 6 months Jeremy offered to get me into a different car. I didn't take him serious and I really loved the car.
Fast forward 6 months, I gave up. I reached my limit. The only resolve when these problems occurred was to do a system reboot. This wipes out all of my memory presets. So after a year I called Jeremy and said I think it is time to talk. He asked me what took me so long and explained the process to me. He also stated that I have to initiate this.
I contact the concierge Service at Lincoln Way to initiate the claim. She explained the process again and told me I would have an answer within a week, and I did. TIRE SKREECH! This is when everything SLOOOOOOOOOWED down, My Case worker was Horrible.
A couple of weeks later Jeremy advised me that they have 2 cars coming in, one a little bit less than mine and one a little higher. He told me they were a few weeks out, but there were none with my exact build. The next round is a month and a half out or if we custom build its 2-3 months out.
One month in I get emails from her and a call telling me she is ready to make an offer to me. Fast forward 3 weeks, CRICKETS. I reached out again, Crickets. I call again and kind of catch her off guard. Now she is blaming Jonathan that he never sent her paperwork that she needs. Jeremy assured me that he sent the info on 11/10. They even reached out asking her to call and stay on the line as they resend to assure she receives it.
Later that day, my blood was boiling that another day has passed and no answer. I called Lincoln RAV and asked for a supervisor. I explained everything and then some to the person I spoke with. She pulled my file and told me to contact Jeremy and ask him and Jonathan to resend to her, and she said I will have an answer by tomorrow for you. Then I spoke to a supervisor and asked to file a complaint. This one person has ruined my taste for the company. Before we hung up, I asked her if they can do anything about the price difference in the vehicles.
By yesterday morning, Jeremy reached out that an offer was on the way. Minutes later the email came in, Lincoln approved the new car at 0.00 cost out of pocket. They assured me that I would be in my new car by Wednesday.
In the mean time, the car came in last week and is being prepped. Zero inconvenience to me. Jeremy and Jonathan were both outstanding throughout the entire ordeal. Basically at my beckon call. Made you feel like you mattered and this is not just my problem. It was theirs too. That is costumer service, That is loyalty and that is my dealership.