Lucid support in decline?

[Ampere]

Updating the customer support issue, I notice multiple threads on this topic concerning different aspects.

I've always received excellent customer support via email and calling the customer support phone number. When calling I always quickly connected with a true Lucid technical support person. Lately, I reach someone who knows very little about Lucid and promises to pass my issue along "to the company," They tend to have foreign accents. One asked for screen shots of a problem with the Lucid Android app. When I tried to text and email these they bounced. I noticed in the bounce they were go to/coming from Salesforce.com. So I guess this is another area where Lucid is cutting costs. It's a real pity, because for the first two years I've owned my Air Touring support was exemplary.

 

[Batteryman]

Updating the customer support issue, I notice multiple threads on this topic concerning different aspects.

I've always received excellent customer support via email and calling the customer support phone number. When calling I always quickly connected with a true Lucid technical support person. Lately, I reach someone who knows very little about Lucid and promises to pass my issue along "to the company," They tend to have foreign accents. One asked for screen shots of a problem with the Lucid Android app. When I tried to text and email these they bounced. I noticed in the bounce they were go to/coming from Salesforce.com. So I guess this is another area where Lucid is cutting costs. It's a real pity, because for the first two years I've owned my Air Touring support was exemplary.

Ive received excellent customer service...there are always some bad apples...

 

[hmp10]

As someone who bought an early Air Dream Edition that really put Lucid Service through its paces for many months, I fear I can say that the heretofore excellent service is showing more signs now of being overwhelmed than I've seen in the ensuing almost four years.

Our Gravity, which we've had for almost seven weeks, had its second visit by a mobile tech today with no issues being resolved. We have a two-week wait to get it picked up to be taken to a Service Center for further work, and they are not sure they will have all the parts on hand to effect all the repairs by then, which will mean either a prolonged stay in the shop or a return visit there.

I do not assign any fault to the service team for this. Fault lies with Lucid for shipping cars that are not ready and for putting defective cars in customer hands without an adequate supply of replacement parts.

 

[Bus Driver]

As someone who bought an early Air Dream Edition that really put Lucid Service through its paces for many months, I fear I can say that the heretofore excellent service is showing more signs now of being overwhelmed than I've seen in the ensuing almost four years.

Our Gravity, which we've had for almost seven weeks, had its second visit by a mobile tech today with no issues being resolved. We have a two-week wait to get it picked up to be taken to a Service Center for further work, and they are not sure they will have all the parts on hand to effect all the repairs by then, which will mean either a prolonged stay in the shop or a return visit there.

I do not assign any fault to the service team for this. Fault lies with Lucid for shipping cars that are not ready and for putting defective cars in customer hands without an adequate supply of replacement parts.

This is an unfortunate report. I’m about to place an order, hoping to take advantage of Lucid’s extension of their federal tax credit.

Now, I’m not so sure. Maybe it will be better to wait until all these early production problems and spare parts shortages are resolved.

 

[borski]

I noticed in the bounce they were go to/coming from Salesforce.com. So I guess this is another area where Lucid is cutting costs.

They’ve used Salesforce as their CRM from the beginning. That’s not new. You just had a bad rep.

As someone who bought an early Air Dream Edition that really put Lucid Service through its paces for many months, I fear I can say that the heretofore excellent service is showing more signs now of being overwhelmed than I've seen in the ensuing almost four years.

Our Gravity, which we've had for almost seven weeks, had its second visit by a mobile tech today with no issues being resolved. We have a two-week wait to get it picked up to be taken to a Service Center for further work, and they are not sure they will have all the parts on hand to effect all the repairs by then, which will mean either a prolonged stay in the shop or a return visit there.

I do not assign any fault to the service team for this. Fault lies with Lucid for shipping cars that are not ready and for putting defective cars in customer hands without an adequate supply of replacement parts.

As a counterpoint, our Gravity continues to be relatively without flaws. Millbrae service has continued to be impeccable for the Air, and they’re taking the Gravity in for the due bill (alignment, trim, seals, etc) next week for about 10 days. I’ll let you know how it all goes, but so far no complaints at least here in CA.

 

[hmp10]

As a counterpoint, our Gravity continues to be relatively without flaws. Millbrae service has continued to be impeccable for the Air, and they’re taking the Gravity in for the due bill (alignment, trim, seals, etc) next week for about 10 days. I’ll let you know how it all goes, but so far no complaints at least here in CA.

It was more a comment on my part than a complaint about service, at least at this point. The service people still seem to be moving heaven and earth to get repairs effected when they can.

The repair issues I'm seeing, at least with our car, have to do with defects that even Lucid engineering doesn't understand (such as the frozen navigation system), the lack of replacement parts (the HUD unit), or a bad design for which Lucid engineering hasn't figured out a fix (such as the rattling metal sliding plates over the seat screw channels).

The problem is that, in effect, in order to get cars sold sooner, a lot of work that should have been done before the cars leave the factory has been transferred to the field service organization. It was a very dicey decision and one that I think puts the company at longer-term reputational risk than one or two more miserable financial quarters, which everyone tacitly expects and which the market forgets as soon as things turn around.

 

[Bus Driver]

…hoping to take advantage of Lucid’s extension of their federal tax credit.

Sorry, not federal tax credit, but Lucid rebate. I misspoke.

 

[Knucklehead]

This is an unfortunate report. I’m about to place an order, hoping to take advantage of Lucid’s extension of their federal tax credit.

Now, I’m not so sure. Maybe it will be better to wait until all these early production problems and spare parts shortages are resolved.

Those taking delivery of a Gravity now are really early, early adopters. It is disappointing so many issues exist in these first production units, but seriously. It isn't really a surprise. And it shouldn't be for any Air owners.

Lucid is a new car company with very limited production experience. Even well established manufacturers have issues with first year models.

Wait if you can't handle it. Personally I could handle it. As others have stated, my wife could not. We each have our own tolerance levels.

 

[Miami_Lucid_Man]

Those taking delivery of a Gravity now are really early, early adopters. It is disappointing so many issues exist in these first production units, but seriously. It isn't really a surprise. And it shouldn't be for any Air owners.

Lucid is a new car company with very limited production experience. Even well established manufacturers have issues with first year models.

Wait if you can't handle it. Personally I could handle it. As others have stated, my wife could not. We each have our own tolerance levels.

Well said. First model year issues are common throughout the industry and are more exacerbated by the fact that Lucid is new at this.

 

[hmp10]

Well said. First model year issues are common throughout the industry and are more exacerbated by the fact that Lucid is new at this.

While I agree generally with this line of thinking, I'm still bothered that issues that emerged at the outset of Air production four years ago still haven't been corrected in the Gravity. The two that stand out so far are the key fob issues and the binding of frunk lids which many Gravity owners are reporting.

It's one thing to live with new issues in a new model. It's another to start all over with issues you've already been living with for almost four years in a prior model.

 

[Steveinarizona]

It's one thing to live with new issues in a new model. It's another to start all over with issues you've already been living with for almost four years in a prior model.

It is weird but for some reason car makers often have an issue that keeps replicating as model are modified and replaced. For example, BMWs have been criticized for years for having numb steering feel. One would think that it would have straightened this out but it kept replicating.

Lets hope that the fob is the biggest issue.

 

[victoryroad]

I am nearly three years in and have received excellent responsiveness and support from Lucid service. Quality control in assembly created a few reasons for service to have to make panel and trim adjustments, but the attributes of the Air far outweigh the problems of what is an amazing vehicle.

 

[Leftlane]

They’ve used Salesforce as their CRM from the beginning. That’s not new. You just had a bad rep.


As a counterpoint, our Gravity continues to be relatively without flaws. Millbrae service has continued to be impeccable for the Air, and they’re taking the Gravity in for the due bill (alignment, trim, seals, etc) next week for about 10 days. I’ll let you know how it all goes, but so far no complaints at least here in CA.

Maybe I missed it, but your brand new Gravity has to go back for 10 days worth of repairs? Were that that many things wrong at delivery? That alone would register as one massive complaint from me - you are very forgiving. I’m surprised that Lucid would deliver a car with issues to someone as plugged in as you are to the whole Lucid ecosystem.

 

[borski]

Maybe I missed it, but your brand new Gravity has to go back for 10 days worth of repairs? Were that that many things wrong at delivery? That alone would register as one massive complaint from me - you are very forgiving. I’m surprised that Lucid would deliver a car with issues to someone as plugged in as you are to the whole Lucid ecosystem.

Don’t misunderstand; it’s not that there’s anything functionally wrong at all. They are all minor trim issues; all cosmetic. The only non-functional thing is Homelink, which is nbd, as it’s just a software update or installing the module.

They could probably get it done faster, but I’m not in a rush, since they’re giving me a loaner.

My Air is in service right now, for about a week, for over a year of collected random things (annual maintenance, new seals, other random things) and then I’ll swap it for the Gravity.

They asked for some extra time because they are slammed, and I have no problem with that. That’s why it’s 10 days.

 

[Steveinarizona]

Don’t misunderstand; it’s not that there’s anything functionally wrong at all. They are all minor trim issues; all cosmetic. The only non-functional thing is Homelink, which is nbd, as it’s just a software update or installing the module.

They could probably get it done faster, but I’m not in a rush, since they’re giving me a loaner.

My Air is in service right now, for about a week, for over a year of collected random things (annual maintenance, new seals, other random things) and then I’ll swap it for the Gravity.

They asked for some extra time because they are slammed, and I have no problem with that. That’s why it’s 10 days.

You have hit my sweet spot directly. A car company can ask me for more time, have trouble diagnosing an issue, etc. so long as they provide me with a reasonably equivalent loaner, and, ideally, make the process of doing the swap as simple and painless as possible. Make my life easy and I don't otherwise care.

 

[SaaSManKS]

You have hit my sweet spot directly. A car company can ask me for more time, have trouble diagnosing an issue, etc. so long as they provide me with a reasonably equivalent loaner, and, ideally, make the process of doing the swap as simple and painless as possible. Make my life easy and I don't otherwise care.

Can I interest you in a 2019 Nissan Rogue for 4-6 weeks?

 

[Steveinarizona]

Can I interest you in a 2019 Nissan Rogue for 4-6 weeks?

How much are you going to pay me for taking it?

I don't remember if it was you but I have previously criticized a Rogue, even a current one, as a joke as a loaner for a Lucid. I think the only thing a Rogue is reasonably equivalent to is a Yugo.

 

[Leftlane]

How much are you going to pay me for taking it?

I don't remember if it was you but I have previously criticized a Rogue, even a current one, as a joke as a loaner for a Lucid. I think the only thing a Rogue is reasonably equivalent to is a Yugo.

You are insane - the Rogue is a nice enough car and has a lot of features that cars costing quite a bit more don’t have, plus they are stone cold reliable. My daughter had a 2019 that kept her alive when a drunk driver hit her at a stop light, so she turned around and bought a brand new one with the insurance money. It drives fine, is quiet, has all the tech, and is super easy to maintain - exactly what she wanted. There is a reason Nissan sold 250k of them in the US last year, good enough for top 10. Snobbery sucks in all aspects of life and says more about you than the car.

 

[SaaSManKS]

You are insane - the Rogue is a nice enough car and has a lot of features that cars costing quite a bit more don’t have, plus they are stone cold reliable. My daughter had a 2019 that kept her alive when a drunk driver hit her at a stop light, so she turned around and bought a brand new one with the insurance money. It drives fine, is quiet, has all the tech, and is super easy to maintain - exactly what she wanted. There is a reason Nissan sold 250k of them in the US last year, good enough for top 10. Snobbery sucks in all aspects of life and says more about you than the car.

no no no, I think you're missing the point it is a fine car, a perfect car for teens as you mentioned. But it's no where comparable to a Lucid. So when it's repeatedly in the shop and I'm bouncing from Nissan rentals like this for a month to a month in a half, it's extra infuriating.

 

[Leftlane]

I get that - loaners should be of equal or better caliber, not arguing that. Plus it gives the company a chance to impress you enough to want to upgrade. Years ago the the BMW dealership always gave me a loaner one class above whatever I was driving, just to make me see what I was missing. I thought that was smart and it caused me to spend more money with the company. But - you didn’t say it, Steve did - Rogue is the equivalent of a Yugo? I know he’s joking but come on.