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Lucid Gravity Reservation Tracker: Add Your Gravity Reservation
Lucid Customer Care response time
- Thread starter plarche
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Recently Customer Care has been taking several days to respond by email. For more urgent issues, I would text them. For bug reports or a quick response is not needed email is great.
professionalr
New Member
Why email when you can Just call them?
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I’ve emailed Customer Care as well…never received a response…called and they were very helpful. The sales rep I was assigned was extremely thorough…very responsive to emails/texts/calls…just call and request a call back at your number…they got back to me in less than 15 minutes…
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I always text or call and have never had an issue with response time.
Thanks for the responses. I'm a new owner. On the website, under Customer Care, it says email, call or text us. Email is the first option. I got an autoreply saying they would reply within two hours. Five days later, I still have not heard back. It's funny how all the comments tell me I should have called or texted. I obviously will, but that wasn't the point. But it's great to see how defensive owners are towards the company.
I've had a Lucid since August 2023. I have emailed Lucid Customer service multiple times in the past year. I usually was put in touch with a real human being within 8-12 hours. Expected service for asynchronous communication like email. I'm ok with that.
I emailed them about a non-urgent issue a few days ago and received an automated response. The response said to wait at least 72 hours - much longer than previously noted. The issue was not urgent but I didn't want to wait 3 days. After not hearing back from them, I tried calling over the past 2 days around 5pm EST and got an automated message saying that Customer Care was closed for non-urgent roadside assistance and to call back during regular business hours (hours are supposed to be 8am to 12am EST so 5pm is squarely in that range). I also sent a text yesterday at 5:33pm and received the same automated response (screenshot). Note the time stamps. I was finally able to get a hold of someone today and we got connected to my local service agent (DFW area) and he got me taken care of.
My take home message here is that 1) email is no longer a viable option for any sort of timely response so agree with the recommendations to call or text EXCEPT 2) there are some weird shenanigans with Customer Care not being available during regular business hours, and 3) once you can get connected to the local service agents, their service is still excellent as usual. Seems like it's more a central service issue with the ability to handle processing/triaging of tickets.
I emailed them about a non-urgent issue a few days ago and received an automated response. The response said to wait at least 72 hours - much longer than previously noted. The issue was not urgent but I didn't want to wait 3 days. After not hearing back from them, I tried calling over the past 2 days around 5pm EST and got an automated message saying that Customer Care was closed for non-urgent roadside assistance and to call back during regular business hours (hours are supposed to be 8am to 12am EST so 5pm is squarely in that range). I also sent a text yesterday at 5:33pm and received the same automated response (screenshot). Note the time stamps. I was finally able to get a hold of someone today and we got connected to my local service agent (DFW area) and he got me taken care of.
My take home message here is that 1) email is no longer a viable option for any sort of timely response so agree with the recommendations to call or text EXCEPT 2) there are some weird shenanigans with Customer Care not being available during regular business hours, and 3) once you can get connected to the local service agents, their service is still excellent as usual. Seems like it's more a central service issue with the ability to handle processing/triaging of tickets.
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If your goal is to connect to the local service people, why not directly contact your local service center? I always call mine directly and bypass Customer Care. The only time I contact CC is to give them feedback about issues/requests for improvements to pass on to the appropriate team(s).
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If you need things addressed to the vehicle that you know needs to be booked in at a Service Center, cut the middle person out (CC) and just contact the Service Center directly. You can easily find the numbers in your Lucid Mobile App.
I’d only contact Customer Care if you want to pass along some bugs / suggestions etc OR you need Roadside Assistance. It’s clear they’re becoming inundated for some reason with the slower than usual response times but don’t bombard them with vehicle issues when all they’re going to do is pass you along to the Service Center anyway.
I’d only contact Customer Care if you want to pass along some bugs / suggestions etc OR you need Roadside Assistance. It’s clear they’re becoming inundated for some reason with the slower than usual response times but don’t bombard them with vehicle issues when all they’re going to do is pass you along to the Service Center anyway.
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It's really unfortunate that CC has dropped off so much. I believe they moved locations and reorganized not too long ago.... potentially trying to cut costs. And that was a contributing factor in the timeliness of responding. I think they are settled in the new location now but I'm guessing they are significantly understaffed and customer service is suffering as a result.
Because of the non-responsiveness over the previous months, I have only tried to contact customer care a handful of times recently to document warranty related service issues requiring attention as I was approaching 50k miles. I also copied my service advisor and mobile service tech on the emails.
Like many others have experienced, CC never responded but my service team did. And that's what really needed to happen. So I'm not saying the result was bad. And before anyone says that I should have tried a different method of contacting CC, I'll let you know that I have tried phone, text, and email and had the same result with each method.
As several others have suggested, contacting service is the way to go. But in that case, why have a CC department? Just to receive emails, texts and phone calls from owners reporting bugs and stuff? What else do they do these days?
Because of the non-responsiveness over the previous months, I have only tried to contact customer care a handful of times recently to document warranty related service issues requiring attention as I was approaching 50k miles. I also copied my service advisor and mobile service tech on the emails.
Like many others have experienced, CC never responded but my service team did. And that's what really needed to happen. So I'm not saying the result was bad. And before anyone says that I should have tried a different method of contacting CC, I'll let you know that I have tried phone, text, and email and had the same result with each method.
As several others have suggested, contacting service is the way to go. But in that case, why have a CC department? Just to receive emails, texts and phone calls from owners reporting bugs and stuff? What else do they do these days?
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Probably not a good time for these posts to be showing up either. This isn’t the only one that has showed up about poor communication from Customer Care in recent weeks.
With the deliveries of a new model imminent, Lucid doesn’t need to get a reputation for poor customer service. It would be one of the key things that drives people away from putting their faith in a new brand.
The Service Center folks are great and provide exceptional service from my dealings with them but yeah, if people’s first response is to go to Customer Care then Lucid better fix the response time issue fast!
With the deliveries of a new model imminent, Lucid doesn’t need to get a reputation for poor customer service. It would be one of the key things that drives people away from putting their faith in a new brand.
The Service Center folks are great and provide exceptional service from my dealings with them but yeah, if people’s first response is to go to Customer Care then Lucid better fix the response time issue fast!
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CC currently is having issues, agreed; but it is also Xmas eve, so it’s not unreasonable for non-emergency issues to be deprioritized for a few days at this time.
That said, I would cut the middleman and go straight to service for service issues, whether CC was responsive or not.
I’m hopeful that it gets fixed asap in 2025; but I agree CC has issues at present.
That said, I would cut the middleman and go straight to service for service issues, whether CC was responsive or not.
I’m hopeful that it gets fixed asap in 2025; but I agree CC has issues at present.
TLDR: recent LCC experience was fantastic, Lucid impresses yet again.
I’ll play devils advocate here and say my recent experience with LCC was above and beyond. I was out driving yesterday and it was fairly cold (40F) and upon entry I received a warning that said “Door Failure” along with “Contact Customer Care”.
Well I know my door closed and latched properly and I was alone so all other doors were secure. Being a new owner and this being my first alert I decided to listen to the warning and call LCC. Within a few rings I was speaking to a lovely lady who queued me for my credentials (which I think is a great habit for security measures, particularly for a vehicle such as this). She proceeded to tell me that she would be walking me through a reboot and I’ll have park to proceed. I found the nearest parking lot and she instructed me on how to do this along with what I will be seeing and hearing during this process.
She informed me the office she worked in was located in Michigan and the cold weather can wreak havoc on system software. She also mentioned Lucid provides LCC with a vehicle (not sure trim level) to troubleshoot and see problems real world and work through them. Being in the military for the last 10 years and most time spent in Special Operations I truly value being able to get hands on and troubleshoot problems. Upon the reset the error cleared and I was well on my way back to acting like Santa on Christmas Eve in Sprint Mode in my AGT-P!
I’ll play devils advocate here and say my recent experience with LCC was above and beyond. I was out driving yesterday and it was fairly cold (40F) and upon entry I received a warning that said “Door Failure” along with “Contact Customer Care”.
Well I know my door closed and latched properly and I was alone so all other doors were secure. Being a new owner and this being my first alert I decided to listen to the warning and call LCC. Within a few rings I was speaking to a lovely lady who queued me for my credentials (which I think is a great habit for security measures, particularly for a vehicle such as this). She proceeded to tell me that she would be walking me through a reboot and I’ll have park to proceed. I found the nearest parking lot and she instructed me on how to do this along with what I will be seeing and hearing during this process.
She informed me the office she worked in was located in Michigan and the cold weather can wreak havoc on system software. She also mentioned Lucid provides LCC with a vehicle (not sure trim level) to troubleshoot and see problems real world and work through them. Being in the military for the last 10 years and most time spent in Special Operations I truly value being able to get hands on and troubleshoot problems. Upon the reset the error cleared and I was well on my way back to acting like Santa on Christmas Eve in Sprint Mode in my AGT-P!
mikecronis
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Calling Customer Care may be hit-or-miss.
I had a push notification from the App that my Charging Subscription was ending and to purchase a new one. Phone-call came in filling out the info and the push-notification disappeared and can't get it back anywhere on the website or App. I emailed "Contact Us" on the website and was directed to call "Customer Care" of course.
Calling Customer Care today I wait about 10 minutes to the standard music and then rings, picks-up and silence... "Hello?" I ask. Nothing. Tried 5 times with the same results.
At least it's consistent.
I had a push notification from the App that my Charging Subscription was ending and to purchase a new one. Phone-call came in filling out the info and the push-notification disappeared and can't get it back anywhere on the website or App. I emailed "Contact Us" on the website and was directed to call "Customer Care" of course.
Calling Customer Care today I wait about 10 minutes to the standard music and then rings, picks-up and silence... "Hello?" I ask. Nothing. Tried 5 times with the same results.
At least it's consistent.
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