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(POSTPONED) Join Us for an Ask-Me-Anything with Erwin Raphael, Senior Vice President of Global Revenue, June 18 at 9:30 pm Pacific

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Lucid is hosting an Ask-Me-Anything with Erwin Raphael, Senior Vice President of Global Revenue, on June 18 at 9:30 p.m. Pacific on Reddit.

https://www.reddit.com/r/LUCID/comments/1u470kx/questions_about_lucid_purchasing_delivery_or

This is a great opportunity to get answers to your questions about purchasing, delivery, financing, and service for Lucid Gravity and Lucid Air, as well as the broader Lucid customer experience.

If there’s a topic you’d like Erwin to address, be sure drop your questions in the Reddit AMA announcement thread. You can also upvote the questions that matter most to you so that he can cover as many of the top priorities as possible during the AMA.

After the AMA, we’ll continue the conversation on the Lucid Owners Forum (lucidowners.com), where we’ll share a recap and key takeaways. More details to come.

We hope you’ll join us!

UPDATE: Due to unforeseen scheduling conflicts, we must unfortunately postpone the AMA with Erwin Rafael at this time. We greatly appreciate the questions and the interest, and we plan to share a revised date for the AMA as soon as possible. Thank you.
 
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Erwin, as a long-term multi-vehicle Lucid owner, I want to address the escalating operational bottleneck within your Service Center network. To be absolutely clear, this is not a front-line staff issue; your service advisors and technicians are incredibly professional and courteous. This is fundamentally a process and infrastructure breakdown that has persisted for a long time under your leadership.

Right now, owners routinely face months-long wait times just for diagnostics, an app that frequently blocks booking entirely, and unreturned texts and calls from service centers. Furthermore, when vehicles are finally dropped off, they are often parked in lots for 7 to 14 days before a technician even touches them.

We're past assurances like "we're looking into this" or "we plan to expand" do not address the active friction our community is experiencing today, what concrete operational changes are you implementing right now? Specifically, please provide your deliverables on the following four fronts:

  1. Scheduling & Logistics Bottlenecks: What workflow or systemic changes are being deployed to eliminate the practice of holding customer vehicles for 1 to 2 weeks before diagnostics or work actually begins?
  2. Communication SLAs: What strict internal Service Level Agreements (SLAs) are you establishing for service centers to guarantee responses to owner texts and phone calls within 24–48 hours?
  3. App Infrastructure: By what exact date will the Lucid app's service booking system consistently show open, real-time availability across the entire network instead of forcing owners to bypass it?
  4. Accountability Metrics: What key operational metrics (e.g., Mean Time to Repair, First-Time Fix Rate, Communication Compliance) are you personally tracking to measure the success of these service improvements, and when can owners expect a visible, measurable turnaround?
 
HC_79 said:
Erwin, as a long-term multi-vehicle Lucid owner, I want to address the escalating operational bottleneck within your Service Center network. To be absolutely clear, this is not a front-line staff issue; your service advisors and technicians are incredibly professional and courteous. This is fundamentally a process and infrastructure breakdown that has persisted for a long time under your leadership.

Right now, owners routinely face months-long wait times just for diagnostics, an app that frequently blocks booking entirely, and unreturned texts and calls from service centers. Furthermore, when vehicles are finally dropped off, they are often parked in lots for 7 to 14 days before a technician even touches them.

We're past assurances like "we're looking into this" or "we plan to expand" do not address the active friction our community is experiencing today, what concrete operational changes are you implementing right now? Specifically, please provide your deliverables on the following four fronts:

  1. Scheduling & Logistics Bottlenecks: What workflow or systemic changes are being deployed to eliminate the practice of holding customer vehicles for 1 to 2 weeks before diagnostics or work actually begins?
  2. Communication SLAs: What strict internal Service Level Agreements (SLAs) are you establishing for service centers to guarantee responses to owner texts and phone calls within 24–48 hours?
  3. App Infrastructure: By what exact date will the Lucid app's service booking system consistently show open, real-time availability across the entire network instead of forcing owners to bypass it?
  4. Accountability Metrics: What key operational metrics (e.g., Mean Time to Repair, First-Time Fix Rate, Communication Compliance) are you personally tracking to measure the success of these service improvements, and when can owners expect a visible, measurable turnaround?
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This is a fantastic set of questions. <3
 
HC_79 said:
Erwin, as a long-term multi-vehicle Lucid owner, I want to address the escalating operational bottleneck within your Service Center network. To be absolutely clear, this is not a front-line staff issue; your service advisors and technicians are incredibly professional and courteous. This is fundamentally a process and infrastructure breakdown that has persisted for a long time under your leadership.

Right now, owners routinely face months-long wait times just for diagnostics, an app that frequently blocks booking entirely, and unreturned texts and calls from service centers. Furthermore, when vehicles are finally dropped off, they are often parked in lots for 7 to 14 days before a technician even touches them.

We're past assurances like "we're looking into this" or "we plan to expand" do not address the active friction our community is experiencing today, what concrete operational changes are you implementing right now? Specifically, please provide your deliverables on the following four fronts:

  1. Scheduling & Logistics Bottlenecks: What workflow or systemic changes are being deployed to eliminate the practice of holding customer vehicles for 1 to 2 weeks before diagnostics or work actually begins?
  2. Communication SLAs: What strict internal Service Level Agreements (SLAs) are you establishing for service centers to guarantee responses to owner texts and phone calls within 24–48 hours?
  3. App Infrastructure: By what exact date will the Lucid app's service booking system consistently show open, real-time availability across the entire network instead of forcing owners to bypass it?
  4. Accountability Metrics: What key operational metrics (e.g., Mean Time to Repair, First-Time Fix Rate, Communication Compliance) are you personally tracking to measure the success of these service improvements, and when can owners expect a visible, measurable turnaround?
Click to expand...
Be sure to post this the Reddit thread!
 
They should be at the very top of the list of questions!
 
HC_79 said:
Erwin, as a long-term multi-vehicle Lucid owner, I want to address the escalating operational bottleneck within your Service Center network. To be absolutely clear, this is not a front-line staff issue; your service advisors and technicians are incredibly professional and courteous. This is fundamentally a process and infrastructure breakdown that has persisted for a long time under your leadership.

Right now, owners routinely face months-long wait times just for diagnostics, an app that frequently blocks booking entirely, and unreturned texts and calls from service centers. Furthermore, when vehicles are finally dropped off, they are often parked in lots for 7 to 14 days before a technician even touches them.

We're past assurances like "we're looking into this" or "we plan to expand" do not address the active friction our community is experiencing today, what concrete operational changes are you implementing right now? Specifically, please provide your deliverables on the following four fronts:

  1. Scheduling & Logistics Bottlenecks: What workflow or systemic changes are being deployed to eliminate the practice of holding customer vehicles for 1 to 2 weeks before diagnostics or work actually begins?
  2. Communication SLAs: What strict internal Service Level Agreements (SLAs) are you establishing for service centers to guarantee responses to owner texts and phone calls within 24–48 hours?
  3. App Infrastructure: By what exact date will the Lucid app's service booking system consistently show open, real-time availability across the entire network instead of forcing owners to bypass it?
  4. Accountability Metrics: What key operational metrics (e.g., Mean Time to Repair, First-Time Fix Rate, Communication Compliance) are you personally tracking to measure the success of these service improvements, and when can owners expect a visible, measurable turnaround?
Click to expand...
This is what I would've asked, if I were smarter. Well said.
 
I’ll predict right here that he will get waaay more questions about service (or the lack there of) vs ordering and delivery.
 
Bdr100 said:
I’ll predict right here that he will get waaay more questions about service (or the lack there of) vs ordering and delivery.
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looking at the reddit thread you aren't going to be wrong.
 
ke2 said:
looking at the reddit thread you aren't going to be wrong.
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Yeah, I already went there and upvoted the question about the disaster that is the Houston SC. Currently it is the most upvoted question.
 
socktucker said:
do we have to sign up for reddit to ask questions?
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Tbh, I don’t remember. But you can always make a throwaway account or something if you have something against Reddit.
 
ke2 said:
Can we watch the AMA without a reddit account?
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You can read Reddit just fine without an account, you just can't post/comment.
 
WTH. I created a Reddit account just so I could add an AMA question only to find out the thread is locked and that "New comments cannot be posted."

All I wanted to ask is if there would be a model year 2027 Air or not. I remember seeing a quote from the interim CEO Winterhoff saying "I don't want to be in the sedan segment" but I hope Lucid doesn't abandon the Air so soon. Not everyone cares about yet another SUV.
 
LucidJim said:
WTH. I created a Reddit account just so I could add an AMA question only to find out the thread is locked and that "New comments cannot be posted."

All I wanted to ask is if there would be a model year 2027 Air or not. I remember seeing a quote from the interim CEO Winterhoff saying "I don't want to be in the sedan segment" but I hope Lucid doesn't abandon the Air so soon. Not everyone cares about yet another SUV.
Click to expand...
They should rename it to DAMA... Dare to Ask me Anything
 
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