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I’d say layoffs to the service department are starting to have an effect…

socktucker said:
And they’re keeping Winterhoff as COO for some reason
borski said:
Nonsense. @socktucker has had real issues, and while he can be, ahem, spicy at times, I am fairly certain he has likely been pleasant to the service teams. He’s the first one to say they’ve all been well meaning and kind.

That doesn’t mean he’s suddenly been converted into having a great experience.

This forum is for all, not just praise or criticism alone.

It just has to be fair, and sarcasm aside, @socktucker is generally fair.
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it was a joke!
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Bdr100 said:
Unlike conventional car dealers which are independently owned (and so therefore you should expect some differences from one to another), Lucid owns and operates all of its service centers. Having these significant differences from one Lucid service center to another is an indication that there is not appropriate guidance/monitoring coming down from corporate to individual service centers. So yes, I do blame the manufacturer.
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Yes, agree, good point!
 
borski said:
And the answer may end up being that nobody is to blame, and that *process* is the issue.
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It's true that process acquires a life of its own and quickly begins evolving, often haphazardly, as soon as people start to use it. But process begins as the creation of human effort, and humans are responsible for the constant oversight and corrections it takes to keep it on track. Sophisticated operations have people -- sometimes whole teams of them -- charged with keeping process functioning as intended.
 
hmp10 said:
It's true that process acquires a life of its own and quickly begins evolving, often haphazardly, as soon as people start to use it. But process begins as the creation of human effort, and humans are responsible for the constant oversight and corrections it takes to keep it on track. Sophisticated operations have people -- sometimes whole teams of them -- charged with keeping process functioning as intended.
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somewhere the Lucid service process broke. A service chain is only as good as the worst manager in it. Where is that person? Maybe its one of the ones they already got rid of.
 
socktucker said:
somewhere the Lucid service process broke. A service chain is only as good as the worst manager in it. Where is that person? Maybe its one of the ones they already got rid of.
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It could be that the process broke or that someone failed to follow it. In either case, that is what post-work inspection is meant to correct. And that is something I have found Lucid to lack both at the factory and in the service centers these days.

Our first Gravity was delivered with a distorted screen that sent large ghosts dancing across the windshield in all lighting conditions, including even inside our garage in low light. Either there was no final inspection or someone dropped the ball at that inspection. (The HUD unit had to be replaced at a Service Center, a tedious job involving removing the dashboard that required two technicians and several hours.) It also had a navigation system that would show only three locations -- the Casa Grande factory, Lucid HQ in Newark, or somewhere just off the west coast of Africa -- even though the car was in Florida. Lucid actually admitted to me that they were shipping cars without checking that the navigation system was operable, something they claimed they were going to address immediately.
 
doubletwist said:
I have to disagree on this one.

Processes don't just exist in a vacuum. If the processes are the problem (and I 100% agree that they are a significant problem), somebody (or a committee of somebodys) is responsible for putting the processes in place, and somebody, et al., are responsible for not recognizing the issues or failing to fix the problematic processes.

Now I'm not saying that person or persons need to be immediately fired or anything.

Based on my experience in IT, you don't immediately fire the guy/gal who accidentally caused an expensive production outage. Why would you fire them right after they just got such an expensive training/learning experience. Now they (and the rest of the team) know better and probably won't do it again.

You only fall back on during them if they fail to learn from their mistakes or show a willful disregard for doing things properly.

I have no insight into the inner workings at Lucid to know which is which, but hopefully the new CEO takes the time to properly determine the people who are worth keeping and those who are worth replacing.

Rushing into a decision on either direction doesn't seem wise to me.

Then again I'm just an aging IT guy who has avoided management duties like that plague, so what do I know? 🤔
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Sorry, I should have been more clear: I meant that the people who put those processes in place may not even be there anymore.

Let me relax my statement to “the answer may end up being that nobody presently there is to blame, and that *process* is the issue. We shall see.”
 
Just filled out a survey and told them their weakest area was service. Having had my car for 3 years, I have the experience to compare how appointments, mobile service, and repair times have changed over the years. The answer is not good. Appointment times are too long, and this is for Southern California where I have a choice of 3 locations. Mobile service has become more restrictive and repair time estimates are reasonable but they are optimisticly inaccurate. This is at a time when they are selling two high end luxury models. What happens when they roll out a midsize?
Since I own many shares of Lucid, I am concerned about the direction and future survival of the company so I hope they make changes...
 
scal_air said:
Just filled out a survey and told them their weakest area was service. Having had my car for 3 years, I have the experience to compare how appointments, mobile service, and repair times have changed over the years. The answer is not good. Appointment times are too long, and this is for Southern California where I have a choice of 3 locations. Mobile service has become more restrictive and repair time estimates are reasonable but they are optimisticly inaccurate. This is at a time when they are selling two high end luxury models. What happens when they roll out a midsize?
Since I own many shares of Lucid, I am concerned about the direction and future survival of the company so I hope they make changes...
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I use the Costa Mesa service center. It took 2 months to get my appointment for the processor upgrade. Checked in on 4/8/26. The wait time to complete the service is 4 weeks. I asked if I could bring my car back when it was my turn. Service would not accommodate me. They would rather provide a rental for the 4 weeks. It does not matter what your service needs are. Another customer brought in his Lucid Air to repair/fix a tail light. He also is waiting 4 weeks. Not enough service technicians or too many cars requiring service. They should figure out a way to let us bring in the cars for service when it can be serviced. I would rather drive my Air instead of a gas rental waiting for my turn.
 
Negan1000 said:
I use the Costa Mesa service center. It took 2 months to get my appointment for the processor upgrade. Checked in on 4/8/26. The wait time to complete the service is 4 weeks. I asked if I could bring my car back when it was my turn. Service would not accommodate me. They would rather provide a rental for the 4 weeks. It does not matter what your service needs are. Another customer brought in his Lucid Air to repair/fix a tail light. He also is waiting 4 weeks. Not enough service technicians or too many cars requiring service. They should figure out a way to let us bring in the cars for service when it can be serviced. I would rather drive my Air instead of a gas rental waiting for my turn.
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Wonder how many service techs they fired in recent layoffs....Marc wanted to save some money, but its a own goal if you make service worse! Hope new CEO can get this act together. Hire more service techs, increase service centers. They are spending billions a year, what is a few hundred million more?

Hope new CEO gets the feed back he needs....tighten up the ship, standadrize processes, inprove quality checks, improve communication.

Actually, the more i think of it, I could probably do a better job, seem like simple goals.
 
Negan1000 said:
The wait time to complete the service is 4 weeks. I asked if I could bring my car back when it was my turn. Service would not accommodate me. They would rather provide a rental for the 4 weeks.
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This makes zero sense to me, from both a customer service standpoint and a financial standpoint.
 
doubletwist said:
This makes zero sense to me, from both a customer service standpoint and a financial standpoint.
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It’s insane and happening at multiple Service Centers. They keep talking about improving the bottom line but just throw money out the window on rentals, tows, etc.
 
HC_79 said:
It’s insane and happening at multiple Service Centers. They keep talking about improving the bottom line but just throw money out the window on rentals, tows, etc.
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It is!!! They are about to ship mine, now for the third time, to sit for weeks while they pay $1000 for a rental, just to fix damage they did to the car themselves.

It’s, literally, insane. Shipping and rentals alone will cost them $4-5000 dollars. For the third time.
 
socktucker said:
It is!!! They are about to ship mine, now for the third time, to sit for weeks while they pay $1000 for a rental, just to fix damage they did to the car themselves.

It’s, literally, insane. Shipping and rentals alone will cost them $4-5000 dollars. For the third time.
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I strongly suspect this is an issue that will change soon, given the new leadership.
 
borski said:
I strongly suspect this is an issue that will change soon, given the new leadership.
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I hope you are right Borski.

It is well documented that a tech can swap out a ccc module in less than a day, so I thought a week was bad. No idea that Negan1000 waited 4 weeks!!! I took mine to San Diego because I got a faster appointment Costa Mesa. I guess I dodged a bullet!

The inefficiency and cost of storing a car for that length of time while providing a rental car far exceeds the savings of reducing the service staff.. it's incomprehensible to me
 
Macgreiner said:
An elevator and escalator guy with no auto background as CEO. I hope they know what they are doing.
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The commonality is striking viz-a-viz, both products have to transport passengers safely and efficiently. Amazing synergy!
:cool:
 
Macgreiner said:
An elevator and escalator guy with no auto background as CEO. I hope they know what they are doing.
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They know what they're doing. They don't know if what they're doing will work.

Capitalism at its best!!
 
Macgreiner said:
An elevator and escalator guy with no auto background as CEO. I hope they know what they are doing.
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Well, Beverly Hills is in desperate need of more car lifts so they can actually service and fix cars in a timely manner. Maybe he can help them out 😂
 
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