Is service overwhelmed?

[TahoeMichael]

I wonder how Denver compares, to even get a mobile service I had to schedule 2-3 months in advance in January. They have 1 single bay rented from a body shop and what sounds like 2-3 guys doing the work. I was told if i needed a new appointment in march i would probably not be scheduled until August. I'm currently feeling just like ac.Bill and really losing hope this company will survive even to the end of my lease, let alone the future. It sounds like the latest gravity software update is even worse than the one in the beginning of the year that was bricking cars.

Now I don't WANT them to fail, I too bought a bunch of stock after leasing and have tried to remain positive as I can. But unless the CEO actually comes out and provides some communication especially with forcing out Emad who seemed to be one of the only people still trying, I would bet on them outsourcing everything to India like what killed Polestar.

The messaging from the investor day presentation on essentially abandoning the Air and not giving it any of the improvements that will only go to the gravity and cosmos also really soured me. Not giving the air, the flagship and early adopter model any of the new stuff is just guaranteeing all the people who took a risk will look somewhere else when their lease is up. I Turoed a R1T on a vacation last week and comparing the experience to lucid makes the entire offering seem absolutely pitiful. I know the CEO just started, but his first action seemed to destroy the last hope I had in anything getting better and not being abandoned by the brand while they chase the imaginary super deluxe branding their wasteful marketing seems to want.

I'm pretty sure the investor day presentation talked about updating the Air with the UX 3.0 later this year? That doesn't sound like abandoning it to me. The service problems are 100% real, however. It'll be interesting to hear what they say about that on the AMA later this week. But I think I lot of people are probably in a frame of mind to wait and see if things actually get a lot better, and not trust their words about it.

 

[Bdr100]

Service today has become like ordering a Gravity was last summer/fall. We placed our orders and waited months and months for when it would finally be built and delivered. Now we make a request for service and wait weeks to months for someone to finally get back to us. Getting that call that we can finally get our car in for service is almost like winning the lottery. Maybe Lucid is trying to control service like Ferrari controls their cars availability. Create a shortage and when we finally get it in for service we are elated. Still going to take 3-4 weeks after turning in to service before it is repaired - no problem. Only going to have an Enterprise rental as your loaner car - no problem. Your just elated that it is finally going to get fixed.

 

[scal_air]

So just my 2 cents - many service centers are absolutely overwhelmed with terrible appointment time waits and actual service time (time it takes to complete service once they receive the car). To their credit, they always provide a loaner or rental which I'm sure is costly. The service people are surprisingly polite and friendly given the circumstances. I'm sure they deal with irate customers on a daily if not hourly basis. I get the impression that management recognizes the issue and is taking steps to hire many more service technicians. Unfortunately, the pool of qualified people does not lend itself to a quick mass employment, so this will take time.

 

[BS8899]

Service today has become like ordering a Gravity was last summer/fall. We placed our orders and waited months and months for when it would finally be built and delivered. Now we make a request for service and wait weeks to months for someone to finally get back to us. Getting that call that we can finally get our car in for service is almost like winning the lottery. Maybe Lucid is trying to control service like Ferrari controls their cars availability. Create a shortage and when we finally get it in for service we are elated. Still going to take 3-4 weeks after turning in to service before it is repaired - no problem. Only going to have an Enterprise rental as your loaner car - no problem. Your just elated that it is finally going to get fixed.

I agree with you that the folks at the service center are not the problem. And yes, it will take some time to hire/train and backfill the deficit manpower.

However, there are also idiotic corporate practices that I totally don't understand. Let me give an example:

>late last year (Dec. 2025) I scheduled my 3-year service appointment 4 months in advance. This typically takes about 2 hrs. to complete. When I showed up, they told me I can pick up the car in 2 weeks. They gave me an Enterprise rental. When I checked after 13 days later, they told me it will take another week or more before they get to it. Meanwhile, my car was just sitting on their lot.

I asked them if I could get my car back (and return the Enterprise rental) and have the SC call me 24hr before they are ready to work on my car, and I will bring it in. I was told they can't do that because I checked my car in and it had an open work order, hence Lucid is "legally" responsible for my car and they can't release it to me. So, I ask if they can just rescind the existing work order and reschedule me for a couple of weeks down the road. The answer was, "then you have start anew in the queue". And it will take 2-3months to get the next appointment!

Now, take a deep breath, what is wrong with this picture!

 

[GravitMe]

So just my 2 cents - many service centers are absolutely overwhelmed with terrible appointment time waits and actual service time (time it takes to complete service once they receive the car). To their credit, they always provide a loaner or rental which I'm sure is costly. The service people are surprisingly polite and friendly given the circumstances. I'm sure they deal with irate customers on a daily if not hourly basis. I get the impression that management recognizes the issue and is taking steps to hire many more service technicians. Unfortunately, the pool of qualified people does not lend itself to a quick mass employment, so this will take time.

Yes the people at the service centers are nice, but they're public facing and they know being not nice to a frustrated customer is just going to cause additional trouble for both parties. The biggest issue I have with the quality of service, outside of wait times, is their inability to fix issues when they're working on the vehicle. In all three of my visits they either claim they can't recreate an issue, which to me is just a pass off, or they don't fully do quality review of the work to ensure an issue exists or has been fixed properly. I've lost 2 1/2 months of ownership time with my Gravity sitting in the service area and I've only owned it for 6 months. Plus this last time, they didn't fix something which was a glaring issue and now it is required for a 4th visit, which I reached out to him over 2 weeks ago about have heard nothing but crickets, and I'm not looking forward to losing my vehicle for another 2 to 6 weeks for them to fix something that should have been fixed the last time it was in service.

 

[Genghis]

I agree with you that the folks at the service center are not the problem. And yes, it will take some time to hire/train and backfill the deficit manpower.

However, there are also idiotic corporate practices that I totally don't understand. Let me give an example:

>late last year (Dec. 2025) I scheduled my 3-year service appointment 4 months in advance. This typically takes about 2 hrs. to complete. When I showed up, they told me I can pick up the car in 2 weeks. They gave me an Enterprise rental. When I checked after 13 days later, they told me it will take another week or more before they get to it. Meanwhile, my car was just sitting on their lot.

I asked them if I could get my car back (and return the Enterprise rental) and have the SC call me 24hr before they are ready to work on my car, and I will bring it in. I was told they can't do that because I checked my car in and it had an open work order, hence Lucid is "legally" responsible for my car and they can't release it to me. So, I ask if they can just rescind the existing work order and reschedule me for a couple of weeks down the road. The answer was, "then you have start anew in the queue". And it will take 2-3months to get the next appointment!

Now, take a deep breath, what is wrong with this picture!

Here's the crazy thing. Even after they take your car in because of the appointment, like you pointed out, the car sits in the lot until they can get to it to actually work on it because of the backlogged work orders. I had to take my car in twice in the last three months:
1. HVAC repair - car sat in lot for 3 weeks - car rental from Enterprise was $5k for the month I had it
2. 3 Yr service maintenance - car sat in lot for 1.5 weeks - car rental from Enterprise was $1.8k for the 2 weeks

Doesn't seem efficient use of time and money.

 

[BS8899]

Here's the crazy thing. Even after they take your car in because of the appointment, like you pointed out, the car sits in the lot until they can get to it to actually work on it because of the backlogged work orders. I had to take my car in twice in the last three months:
1. HVAC repair - car sat in lot for 3 weeks - car rental from Enterprise was $5k for the month I had it
2. 3 Yr service maintenance - car sat in lot for 1.5 weeks - car rental from Enterprise was $1.8k for the 2 weeks

Doesn't seem efficient use of time and money.

I think this is a Lucid Corporate issue. The SCs (I think) were told to book the customer's appointment and, even with huge backlogs, still honors the booked date for the service. However, the booked date is only good for checking in. It doesn't mean it will be worked on, sometimes not worked on for several weeks.

Meanwhile, they give you a loaner or an Enterprise car!

This process drives me crazy! Who at Lucid thought this is a good idea?!!

 

[Leftlane]

This is how you run a company when you don’t value a dollar. Maybe the idea of endless money from the PIF has led to lazy, inefficient, and/or terrible decisions. If I ran a business this way I’d be broke in no time - without the Saudi sugar daddy.

 

[socktucker]

I think this is a Lucid Corporate issue. The SCs (I think) were told to book the customer's appointment and, even with huge backlogs, still honors the booked date for the service. However, the booked date is only good for checking in. It doesn't mean it will be worked on, sometimes not worked on for several weeks.

Meanwhile, they give you a loaner or an Enterprise car!

This process drives me crazy! Who at Lucid thought this is a good idea?!!

We asked them in arbitration how this doesn’t make a massive lemon law issue cuz I’m at over 100 days now

They said “Lucid Manufacturing Inc makes the car, but Lucid Group Inc does the service work and it’s their fault for failed repairs and claims. No consumer laws apply” so that’s why they don’t care because why would they? They’ve exempted themselves with clever incorporation.

 

[erigion]

We asked them in arbitration how this doesn’t make a massive lemon law issue cuz I’m at over 100 days now

They said “Lucid Manufacturing Inc makes the car, but Lucid Group Inc does the service work and it’s their fault for failed repairs and claims. No consumer laws apply” so that’s why they don’t care because why would they? They’ve exempted themselves with clever incorporation.

This is some Hollywood accounting bullshit.

Most lemon laws don't make an exception for who is in possession of the car during a repair, just that it's been out of service for X number of days for that buyback requirement.

Also seems like no different than a traditional car sales model where the dealership service center is owned by a franchisee and not the manufacturer (who does the actual buyback)

 

[borski]

We asked them in arbitration how this doesn’t make a massive lemon law issue cuz I’m at over 100 days now

They said “Lucid Manufacturing Inc makes the car, but Lucid Group Inc does the service work and it’s their fault for failed repairs and claims. No consumer laws apply” so that’s why they don’t care because why would they? They’ve exempted themselves with clever incorporation.

There is no “Lucid Manufacturing Inc.” I cannot find an entity by that name, and also, this is entirely untrue, to my knowledge.

Do you have any kind of proof? Because I cannot find any entity other than Lucid Group Inc.

 

[borski]

This is some Hollywood accounting bullshit.

Most lemon laws don't make an exception for who is in possession of the car during a repair, just that it's been out of service for X number of days for that buyback requirement.

Also seems like no different than a traditional car sales model where the dealership service center is owned by a franchisee and not the manufacturer (who does the actual buyback)

Were this true, I’d agree with you. Short of actual evidence of corporate filings of any kind, I do not believe this is true.

I am not disputing that something was said during arbitration, since I wasn’t there. But, at present, it is either a misunderstanding or we’d need some kind of evidence of its veracity.

 

[socktucker]

There is no “Lucid Manufacturing Inc.” I cannot find an entity by that name, and also, this is entirely untrue, to my knowledge.

Do you have any kind of proof? Because I cannot find any entity other than Lucid Group Inc.

The arbitrator and my attorney were also not impressed. My attorney asked their attorney "which company are you representing then?" to which he said "both".

Sorry "Lucid USA, Inc" does the "Manufacturing", i mixed them together

"Lucid USA, Inc" owns the factory and no service or sales centers, with the AZ Business ID 1963976 and Arizona address

"Lucid Group AZ" owns the service and sales centers with the AZ Business ID 25026257 and a California address but does not make cars.

Lemon Law applies to Lucid USA Inc which only made the car. Lemon Law does not apply to Lucid Group AZ which had the failed repairs. They claim.

had to go look up my documents.

 

[socktucker]

This is some Hollywood accounting bullshit.

Most lemon laws don't make an exception for who is in possession of the car during a repair, just that it's been out of service for X number of days for that buyback requirement.

Also seems like no different than a traditional car sales model where the dealership service center is owned by a franchisee and not the manufacturer (who does the actual buyback)

That's what we said. Their argument was that your warranty is with Lucid USA, Inc (the manufacturer) and the failed repairs and time in custody is with "Lucid Group AZ", to which you do not have a warranty agreement with lemon law protections.

Like I said, we are still waiting arbitration outcome but it didn't sound like he agreed with that interpretation.

 

[Cheezynachos]

That's what we said. Their argument was that your warranty is with Lucid USA, Inc (the manufacturer) and the failed repairs and time in custody is with "Lucid Group AZ", to which you do not have a warranty agreement with lemon law protections.

Like I said, we are still waiting arbitration outcome but it didn't sound like he agreed with that interpretation.

This doesn't make sense anyway.

That would be like if I took my Chevy down to the local franchise dealer/service center and it was in service long enough to be lemoned.

GM couldn't go "Blah blah blah, the failed repairs are the franchise dealer/service center's issue, not our problem."

Well, they could...but it would be a stupid argument they wouldn't win. Who the heck else are you supposed to take it to?

 

[socktucker]

This doesn't make sense anyway.

That would be like if I took my Chevy down to the local franchise dealer/service center and it was in service long enough to be lemoned.

GM couldn't go "Blah blah blah, the failed repairs are the franchise dealer/service center's issue, not our problem."

Well, they could...but it would be a stupid argument they wouldn't win. Who the heck else are you supposed to take it to?

you should be a lawyer!

It was also a completely different argument than the one they submitted prior to arbitration

Anyways I'll make a thread about it when its all done.

 

[Cheezynachos]

you should be a lawyer!

It was also a completely different argument than the one they submitted prior to arbitration

Anyways I'll make a thread about it when its all done.

Well, I do work in Compliance and some of my coworkers do have JD's. Unfortunately I do not.

 

[Cheezynachos]

I hate to do things on a whim (and I only got my car the beginning of last month), but non-responsiveness for something as simple as routine maintenance concerns me.

Due to this I just set up a trade (and am losing about $2500 in the process) for a different vehicle (non-Lucid). I will be getting it on Friday.

The Lucid is a cool car, but that's only half of the ownership experience.

 

[mike1121]

I hate to do things on a whim (and I only got my car the beginning of last month), but non-responsiveness for something as simple as routine maintenance concerns me.

Due to this I just set up a trade (and am losing about $2500 in the process) for a different vehicle (non-Lucid). I will be getting it on Friday.

The Lucid is a cool car, but that's only half of the ownership experience.

Wow. That’s aggressive. Good luck!

 

[Leftlane]

I hate to do things on a whim (and I only got my car the beginning of last month), but non-responsiveness for something as simple as routine maintenance concerns me.

Due to this I just set up a trade (and am losing about $2500 in the process) for a different vehicle (non-Lucid). I will be getting it on Friday.

The Lucid is a cool car, but that's only half of the ownership experience.

A $2500 lesson will probably be cheap in the long run.