So, Here's the story -
This past Saturday around 22:00+- I was on my way home and decided to call Lincoln Client Support using my SyncServices in my 2013 MKz. During the call I decided to disconnect because it kept routing me to the wrong place. So, I touched the END on the services screen (not the phone screen). The screen went completely black for about 1 or 2 minutes - NO climate, phone, navigation - nothing - It than rebooted (or went black because it was rebooting - most probable) - When it cam up it said it was installing a maintenance update. Once done all was good - everything - climate, phone, entertainment all worked. I went back to Syncservices (press the 'i' to the left of the home button at the bottom. I connected to services - (for those not familiar it uses your phone to dial and connect). Once connected I said 'Lincoln Customer Service' (may not be exact). The system told me to wait and tried to connect - I got the following - again not exact 'We are sorry but this number is no longer active. Please use the My Lincoln way app to contact the Concierge or call 844-324-2330 My Lincoln Way. WHAT THE blank. So, now I'm upset but no time to dial the number as I'm driving. I spend (I know I'm crazy for this but $150 a year for service and it should work) - I call My Lincoln Way on Sunday night and they have ZERO idea what I am talking about - They transfer me to SyncServices who have no idea what I am talking about - they transfer me to the concierge - who have no idea what I am talking about and round and round. So, now I'm over the top upset but I have to be someplace - I'll deal with this later - Later is yesterday - I call the number again - Again they transfer me to Sync - who says - yep, we are merging all the services and they should know that - She sends me to Customer relations - who has no idea what I am talking about - she sends me to tech services - Now I'm steaming - Tech services doesn't get it either - I feel bad for her as she got me at my worst - I finally said I need a supervisor - I get put on hold - She comes back - No supervisor but they will call in tomorrow (Wednesday). Okay, I make one last call to the Concierge and again I'm told - we don't understand - this sounds like a tech services issue.. OMGosh
Today - I get a call from the supervisor - (I just about dropped the phone). He was very professional (I have to say everyone I spoke with was but ..) I went over what had happen as written above BUT also had him call me on a different cell and I went in my car while he was listening and performed the above steps. I got the message and he heard it - finally someone thinks I'm not crazy. He said he'd document it and go to the software team - I'm hoping to hear back -
Anyone else able to test this function ?
Thanks for listening -
Let me add - I love my 2013 MKz - just rolled 39K. I think the software is less than average when compared to GM but I've gotten use to it. The car is fantastic - It moves !! Also, all the support people have been more than professional (yet a little clueless). Lincoln also stands behind their product. I have rust on ALL 4 doors and today was told they will fix it. Can't beat that service..