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Is service overwhelmed?

ac.bill

ac.bill

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2018 Volt, Air GT
Love my '22 AGT but the 21s are pretty dinged up. Talked to mobile service tech on last visit for filters, wipers, etc (DFW area). He said he could bring me new wheels when I was ready. Last month I hit a big pothole and have a tire losing air. Decided to order a set of 19s and the website said to call the service center. I was unable to reach a human on the phone and left my number and voicemails for over a week with no response.
At the end of May I wrote corporate customer care department and they replied that they had started a ticket for me, that the service center would be in touch. Still no contact and the car isn't really safe to drive, certainly not the 3+ hour drive to the Houston service center if that would even make a difference.
I just now left another voicemail, but I'm getting concerned. I've recommended the company to others based on my experience with the car and the limited service encounters I have had. Is my experience with this at all typical? Is Lucid service overwhelmed with Gravity issues?
 
ac.bill said:
Love my '22 AGT but the 21s are pretty dinged up. Talked to mobile service tech on last visit for filters, wipers, etc (DFW area). He said he could bring me new wheels when I was ready. Last month I hit a big pothole and have a tire losing air. Decided to order a set of 19s and the website said to call the service center. I was unable to reach a human on the phone and left my number and voicemails for over a week with no response.
At the end of May I wrote corporate customer care department and they replied that they had started a ticket for me, that the service center would be in touch. Still no contact and the car isn't really safe to drive, certainly not the 3+ hour drive to the Houston service center if that would even make a difference.
I just now left another voicemail, but I'm getting concerned. I've recommended the company to others based on my experience with the car and the limited service encounters I have had. Is my experience with this at all typical? Is Lucid service overwhelmed with Gravity issues?
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where are you located?
 
Frankly, yes. Lost a brake light and turn signal on a 3-day old car and it took another 4 weeks to get service.
 
I think it depends on the SC location. I've been dealing with Natick, and they have been fantastic. I scheduled an appointment for July. They called me back the next day and left me a voicemail. I forgot to return the call, so they called me the next day to work out the details of my service. They decided they could handle the whole thing with a mobile tech.

It would suck to call and call and call and get no answer, and no answers to voicemail or email. That is 100% totally unacceptable for any manufacturer, let alone a luxury one.
 
It very much depends on where you are. It used to be that all service centers were excellent, but after recent cuts there is a large backlog at some of them. Most of them are still great, but there are definitely some that are struggling.
 
L-Dude said:
I think it depends on the SC location.
...
It would suck to call and call and call and get no answer, and no answers to voicemail or email. That is 100% totally unacceptable for any manufacturer, let alone a luxury one.
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While the service center is a day's drive away we have had a locally based mobile technician here in the Dallas area since early days. In the past I had a direct number but now it's gone.
For me this is a mild inconvenience but for someone commuting in their only car It would be awful.
 
ac.bill said:
While the service center is a day's drive away we have had a locally based mobile technician here in the Dallas area since early days. In the past I had a direct number but now it's gone.
For me this is a mild inconvenience but for someone commuting in their only car It would be awful.
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I hadn't heard of locally based mobile techs before. That's a great idea.
 
ac.bill said:
In the past I had a direct number but now it's gone.
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They switched phone systems, so if you ask nicely your tech will almost certainly give you the new one next time you see them. :)
 
ac.bill said:
Love my '22 AGT but the 21s are pretty dinged up. Talked to mobile service tech on last visit for filters, wipers, etc (DFW area). He said he could bring me new wheels when I was ready. Last month I hit a big pothole and have a tire losing air. Decided to order a set of 19s and the website said to call the service center. I was unable to reach a human on the phone and left my number and voicemails for over a week with no response.
At the end of May I wrote corporate customer care department and they replied that they had started a ticket for me, that the service center would be in touch. Still no contact and the car isn't really safe to drive, certainly not the 3+ hour drive to the Houston service center if that would even make a difference.
I just now left another voicemail, but I'm getting concerned. I've recommended the company to others based on my experience with the car and the limited service encounters I have had. Is my experience with this at all typical? Is Lucid service overwhelmed with Gravity issues?
Click to expand...
Yes, Houston SC is a total train wreck. Based on comment on this form, possibly the worst in country. I am not saying that they do bad work, just that they are the most understaffed and backed up.
 
borski said:
They switched phone systems, so if you ask nicely your tech will almost certainly give you the new one next time you see them. :)
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Last week I called customer service in HQ and even they could not get anyone to answer at Houston SC.
 
I'm trying to enter a service request, to repair our third row seat. It won't latch properly and won't store properly.
There are ZERO service appointments available using the app. I called the Service Center in Tysons Corner, VA.
My neighbor has a Gravity also and he waited several weeks before getting a call back.
 
"Is service overwhelmed?"

Probably. I received this on May 28 and haven't heard anything since.
 

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Yeah, it's bad right now. I needed a new seat cover (yea! Purelux!). I got it, but somehow in the process they didn't reinstall correctly/broke something and now my seat headrest won't move and the seat memory/easy entry feature won't work. Their problem. It worked before they worked on it. They know it. They are sorry. The mobile tech (who they sent out within a couple of days) couldn't fix it. Still, the earliest they can actually get it into the service center is at the end of August. This happened in May.

I mean, I tend to avoid doom and gloom, but this is a bad thing, right? Lucid doesn't have the reliability to make service center availability be an esoteric matter. It's part of the deal. I know it's a bit of a catch 22 (it's a cost center, not a profit center at this point). Their fleet of vehicles to care for is expanding rapidly. But I think this is really costly for them. How can I suggest someone take a chance on Lucid while knowing firsthand that not only is reliability and Q/C not always awesome, but it can take months to get something fixed?
 
petergottlieb said:
Yeah, it's bad right now. I needed a new seat cover (yea! Purelux!). I got it, but somehow in the process they didn't reinstall correctly/broke something and now my seat headrest won't move and the seat memory/easy entry feature won't work. Their problem. It worked before they worked on it. They know it. They are sorry. The mobile tech (who they sent out within a couple of days) couldn't fix it. Still, the earliest they can actually get it into the service center is at the end of August. This happened in May.

I mean, I tend to avoid doom and gloom, but this is a bad thing, right? Lucid doesn't have the reliability to make service center availability be an esoteric matter. It's part of the deal. I know it's a bit of a catch 22 (it's a cost center, not a profit center at this point). Their fleet of vehicles to care for is expanding rapidly. But I think this is really costly for them. How can I suggest someone take a chance on Lucid while knowing firsthand that not only is reliability and Q/C not always awesome, but it can take months to get something fixed?
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I wonder what’s going on with mobile tech. That is what I was understanding I would get, but then suddenly they didn’t have one for this area.
 
RE: Mobile service. For anyone using Costa Mesa, I got a callback today to schedule. Guy was super polite and helpful. First available for me (I live 60 miles away) was July 7th. Not a big issue because the vehicle operates fine, I just can’t use the mobile app at all. (A connection issue of some sort I suppose). He let me know they only have one mobile tech at the moment, but are in the process of on-boarding another right now and will be hiring on a bunch more after these two. No timeline given for this.

I waited several weeks for Tesla mobile service before for similar issues, so not too shabby I think. Especially for such a busy SC. My original service request was placed Monday.
 
ac.bill said:
Arlington, Texas
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When I hit a pothole outside of Texarkana a few weeks ago, I tried to call the Houston service/parts center several times and nobody ever answered or called me back. Meanwhile my car was stuck at the Discount Tire 200+ more away for a week. I finally ended up just buying a wheel from eBay.
 
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