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Is Lucid outsourcing?

thyname

thyname

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Verified Owner
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Location
NoVA
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Air Touring (2025)
I am just trying to schedule the one year scheduled maintenance at my local service center. app shows ZERO availability. as far as it goes three months out. Phone calls, nobody is answering. email reply four weeks after, copy paste :

———

Hi XXXC … this is Jaylen with Lucid Motors Customer Care. I wanted to provide you with information about the next steps. I have sent your local Service Center the details of your concerns as well as the troubleshooting steps we have taken to resolve. Service Centers will typically follow up with you within 24-48 business hours. If you would like to reach out to them directly, here are their contact details:

Tyson’s Service Center

1690G Galleria at Tysons II
McLean VA 22102

1 (703) 657-1514

Mon 7:00 a.m. - 7:00 p.m.
Tue 7:00 a.m. - 7:00 p.m.
Wed 7:00 a.m. - 7:00 p.m.
Thu 7:00 a.m. - 7:00 p.m.
Fri 7:00 a.m. - 7:00 p.m.
Sat 9:00 a.m. - 4:00 p.m.
Sun Closed

I’m sorry we were not able to resolve your issues remotely but rest assured, you’re in good hands. If there is anything else you need from Customer Care, please let us know, otherwise, a member of your local Service team will be the next person to contact you.

——-

Either useless “AI” or Bangladeshi dudes (angry ones)

This company is schiiiiiit
 
thyname said:
I am just trying to schedule the one year scheduled maintenance at my local service center. app shows ZERO availability. as far as it goes three months out. Phone calls, nobody is answering. email reply four weeks after, copy paste :

———

Hi XXXC … this is Jaylen with Lucid Motors Customer Care. I wanted to provide you with information about the next steps. I have sent your local Service Center the details of your concerns as well as the troubleshooting steps we have taken to resolve. Service Centers will typically follow up with you within 24-48 business hours. If you would like to reach out to them directly, here are their contact details:

Tyson’s Service Center

1690G Galleria at Tysons II
McLean VA 22102

1 (703) 657-1514

Mon 7:00 a.m. - 7:00 p.m.
Tue 7:00 a.m. - 7:00 p.m.
Wed 7:00 a.m. - 7:00 p.m.
Thu 7:00 a.m. - 7:00 p.m.
Fri 7:00 a.m. - 7:00 p.m.
Sat 9:00 a.m. - 4:00 p.m.
Sun Closed

I’m sorry we were not able to resolve your issues remotely but rest assured, you’re in good hands. If there is anything else you need from Customer Care, please let us know, otherwise, a member of your local Service team will be the next person to contact you.

——-

Either useless “AI” or Bangladeshi dudes (angry ones)

This company is schiiiiiit
Click to expand...
?

Aside from the timeline, there is nothing wrong with that email.
 
borski said:
?

Aside from the timeline, there is nothing wrong with that email.
Click to expand...

Really? Except for none of what she says (see below) applies here. I was not troubleshooting anything, and I certainly did not express any concerns. I was simply trying to schedule the annual maintenance. They certainly did not try to do anything "remotely", and most definitely did not take "any troubleshooting" steps to "resolve"

This was just stupid, beyond belief:
thyname said:
I have sent your local Service Center the details of your concerns as well as the troubleshooting steps we have taken to resolve.
Click to expand...

thyname said:
I’m sorry we were not able to resolve your issues remotely but rest assured, you’re in good hands.
Click to expand...
 
thyname said:
Really? Except for none of what she says (see below) applies here. I was not troubleshooting anything, and I certainly did not express any concerns. I was simply trying to schedule the annual maintenance. They certainly did not try to do anything "remotely", and most definitely did not take "any troubleshooting" steps to "resolve"

This was just stupid, beyond belief:
Click to expand...
It’s a form email. The point is that they contacted your local service center on your behalf.

Sure, they should have edited it. But it’s just a template email.

So no, I don’t see it as that big of a deal. It’s okay if you do. :)
 
borski said:
It’s a form email. The point is that they contacted your local service center on your behalf.

Sure, they should have edited it. But it’s just a template email.

So no, I don’t see it as that big of a deal. It’s okay if you do. :)
Click to expand...
OK, great, I will accept that ;)
Now, will you tell me how to schedule my annual maintenance? I am still not able to.
 
Well… speaking of the devil, received a call from the local service center today. My annual maintenance appointment is now scheduled. I took the first one they had available…. Mid-March!
 
Have my car at Tysons right now for service. Made the appt in October. They are slammed. Lucid really needs to build out another service center south of DC. Maybe somewhere around Richmond or Raleigh. The closest one in the southeast is down in Georgia. And they also have to serve about half the people toward the KOP center up by Philly. That's too much area for Tysons to cover.
 
borski said:
It’s a form email. The point is that they contacted your local service center on your behalf.

Sure, they should have edited it. But it’s just a template email.

So no, I don’t see it as that big of a deal. It’s okay if you do. :)
Click to expand...
Did you miss that this email was four weeks after he reached out to them?
 
I've had the same issue, zero availability to schedule my 1 year service appointment in the app. I texted the Lucid customer care phone number two weeks ago, no response. At this point I'm irritated at having to keep pestering them just to get a simple maintenance appointment scheduled. I only have an 18 month lease, can I get away with skipping the 1 year service or will they come back and give me grief at lease turn-in for skipping a maintenance they consider mandatory?
 
MidnightAir said:
I've had the same issue, zero availability to schedule my 1 year service appointment in the app. I texted the Lucid customer care phone number two weeks ago, no response. At this point I'm irritated at having to keep pestering them just to get a simple maintenance appointment scheduled. I only have an 18 month lease, can I get away with skipping the 1 year service or will they come back and give me grief at lease turn-in for skipping a maintenance they consider mandatory?
Click to expand...
You can ask Lucid, I skipped mine but service tech sent to do a steering wheel replacement added it to ticket and did the basic 12 month car inspection... As far as I know the annual service is changing cabin air filter, checking software updates, and going over checklist of systems.
 
thyname said:
There is a “bit” more than that:

Click to expand...
lol. ok.... Batteries in key fob and visor, wiper blade and tire check.... nothing arcane or mechanical. That said, of course you want to make sure you follow recommendations, but it is not like missing an oil change on conventional car.
 
Update:

I received two notifications today:

1) My appointment allegedly pushed two weeks out to end of March
2) a few hours later: “my appointment” was canceled

All of a sudden, no scheduled maintenance for me whatsoever.

Despite my efforts.

I am literally done with this pathetic Micky Mouse “company”. Idiots. They literally don’t want $350 from me for essentially tire rotation
 
Not cool that you've had issues getting them to answer. Are you calling (703) 657-1514? I've spoken with them probably 10 times the past 2 weeks, and they answered my calls all but one time and called back later in the day in that instance.

Tyson's does have a great service crew. As noted above, they're simply stretched thin.
 
j4gates said:
Are you calling (703) 657-1514?
Click to expand...
I called them a few times. Could not get a human being on the line, long wait. I finally got someone today. The dude was arguing with me saying his system indicates "customer canceled" despite me telling him I did not cancel anything. He wanted to text me a screenshot of what his system says 😁. Anyways, I was getting nowhere, so I asked to reschedule. Next available: April. I took it. Hopefully they don't cancel it again, then accuse me for canceling. This is terrible, but also very amusing.
 
thyname said:
I called them a few times. Could not get a human being on the line, long wait. I finally got someone today. The dude was arguing with me saying his system indicates "customer canceled" despite me telling him I did not cancel anything. He wanted to text me a screenshot of what his system says 😁. Anyways, I was getting nowhere, so I asked to reschedule. Next available: April. I took it. Hopefully they don't cancel it again, then accuse me for canceling. This is terrible, but also very amusing.
Click to expand...
I went through something like this with cable tv. My system had broken and I had an appointment for a Sunday afternoon after 4 PM. I waited around and no one showed up. Finally I called and they told me that their system showed I had cancelled the visit. I had not and it was obvious to me that the tech just didn't want to do another service visit on a late Sunday afternoon. I explained that I had waited around for the tech and they had to send me a tech, a manager or someone or else I would cancel. They said there was no one available. Two days later I replaced Cox with DISH.

It is great to have a terrific product. But if the service doesn't follow up, it is no longer a terrific product.

I do think that Lucid is entitled to some leeway as a new company but it has to get this straightened out.
 
Steveinarizona said:
I do think that Lucid is entitled to some leeway as a new company but it has to get this straightened out.
Click to expand...
I agree with your post, but god help Lucid when they start getting compared to cable companies.

There is some point at which the claim of being a new company ceases to be true - Lucid is probably past that date. Even if they aren’t, when new companies make a lot of promises, they should be judged on their ability to fulfill those promises. No one is telling Lucid how to market (Compromise Nothing), how to preview timelines, or what features to highlight on their website that aren’t ready for prime time. The decisions they make will determine how customers view them and what expectations will be. New company not ready for good customer service? Don’t promise it then. New company with software features half-baked? Don’t release it then. New company with supply chain issues? Then don’t roll out products and hope customers are understanding.

The majority of the buying public has a very short attention span and a low threshold for hassles. In my business I call this the MSE - maximum shaft expectation. What’s the maximum amount of pain a client might expect, and can you always stay way under that level? If you can’t, the customers walk and don’t look back. I make choices that have the lowest MSE because I hate hassles.
 
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