Is Lucid Service starting to get overwhelmed?

[hmp10]

After four months of prompt and thorough Lucid responses to the relatively few quality issues I had with our early production car (Dream #154), I'm beginning to detect signs of change.

The weather strip across the top of the trunk lid has become detached for the second time. The first time, Lucid replaced it within a couple of days. This time, I was told over three weeks ago that they had to order the part, which would take about two weeks.

Then I got the wiring harness recall notice in the middle of last week. I called Lucid and asked if they could schedule the inspection for the recall for the same visit in which they replaced the weather strip. They said they could and that I would get a confirmation call within 24 hours. As of today -- five days later -- I've still heard nothing.

We are planning to start our first long road trip for June 12, and I need to be sure our car has no problem with a wiring harness that could take out critical displays. As the car would have to be towed across Florida to a Service Center for an all-day shop visit should the harness need replacing, I need to get the harness inspected in the next few days. I called Lucid Customer Care yesterday to explain the situation. They said they would notify the Service Center and I would hear back shortly. Still nothing.

I'm now beginning to wonder whether we'll have to take our Tesla (with its execrable steering yoke) on the road trip instead of the Air -- or risk putting the car on the road with a potential wiring harness problem and a weather strip that pulls out of the trunk lid at highway speeds.

I was worried that getting the Grand Touring into customer hands before initial quality problems with Dream Editions were ironed out might overwhelm Lucid's service capability. I'm now fearing I might have been right.

 

[Steveinarizona]

Thanks. Keep us posted. I have been wondering the same thing.

 

[Bus Driver]

This is not an encouraging sign, so early in the game…

 

[MorganB]

Hopefully just growing pains. Service is a key component so they need to get that just as right as panel adjustment etc!

 

[HC_79]

Lucid should move the PDI to the factory. If they've made an increased number of steps to check before customer delivery then it shouldn't be up to the Service Centers to take on the increased workload. If there is a problem then the car being at the factory is the best place to deal with it. The Service Center should be doing a quick PDI spot check that should take no more than a day before getting the car into a customers hands.

With the more detailed PDI being pushed to the Service Centers it seems cars are backing up and with limited space it's bringing everything to a grinding halt. Now, when a recall is issued they've got to make room \ time for all the cars out in the wild to be brought back to the Service Center as well. Lucid really needs to get a handle on the QC and PDI process better as i'm not surprised hold ups are starting to occur at Service Centers now which is disappointing.

 

[oldnick25]

Lucid should move the PDI to the factory. If they've made an increased number of steps to check before customer delivery then it shouldn't be up to the Service Centers to take on the increased workload. If there is a problem then the car being at the factory is the best place to deal with it. The Service Center should be doing a quick PDI spot check that should take no more than a day before getting the car into a customers hands.

With the more detailed PDI being pushed to the Service Centers it seems cars are backing up and with limited space it's bringing everything to a grinding halt. Now, when a recall is issued they've got to make room \ time for all the cars out in the wild to be brought back to the Service Center as well. Lucid really needs to get a handle on the QC and PDI process better as i'm not surprised hold ups are starting to occur at Service Centers now which is disappointing.

Looking from the outside I'd agree. Until they have the process down to satisfaction, any time they make an adjustment it's going to set them back. In the meantime, like @MorganB says "it's growing pains". Hopefully this current slower level of service is temporary.

 

[hydbob]

Lucid should move the PDI to the factory. If they've made an increased number of steps to check before customer delivery then it shouldn't be up to the Service Centers to take on the increased workload. If there is a problem then the car being at the factory is the best place to deal with it. The Service Center should be doing a quick PDI spot check that should take no more than a day before getting the car into a customers hands.

With the more detailed PDI being pushed to the Service Centers it seems cars are backing up and with limited space it's bringing everything to a grinding halt. Now, when a recall is issued they've got to make room \ time for all the cars out in the wild to be brought back to the Service Center as well. Lucid really needs to get a handle on the QC and PDI process better as i'm not surprised hold ups are starting to occur at Service Centers now which is disappointing.

I'm sure they have...at least it would make the most sense. What seems to have happened is that the enhanced PDI was put into place after all the cars got shipped. Like we've seen in more recent flyover after the enhanced PDI was found out, was that no more cars were leaving the factory.

 

[joec]

Seems like there are a number of things at play here.

- Enhanced PDI happening at Service Centers. This was unexpected and hopefully very temporary. I agree long term this will probably happen at the factory. But that would definitely slow down regular service centers in the meantime.
- Supply chain issues. Thus, the needing to order a part that used to be readily available.
- A recall that requires every single car yet built to be inspected, even though few are likely to be affected.
- More cars on the road. Many of which have had multiple issues. Enhanced PDI should help with the repeat issues part, but Lucid may need to start "staffing up" earlier than expected. And building more service centers.

My guess is Lucid wasn't expecting this many issues this early out of the gate. The question is, how will they react? Will they quickly get back on track, or will this become the norm? I hope the former.

 

[limtless]

After four months of prompt and thorough Lucid responses to the relatively few quality issues I had with our early production car (Dream #154), I'm beginning to detect signs of change.

The weather strip across the top of the trunk lid has become detached for the second time. The first time, Lucid replaced it within a couple of days. This time, I was told over three weeks ago that they had to order the part, which would take about two weeks.

Then I got the wiring harness recall notice in the middle of last week. I called Lucid and asked if they could schedule the inspection for the recall for the same visit in which they replaced the weather strip. They said they could and that I would get a confirmation call within 24 hours. As of today -- five days later -- I've still heard nothing.

We are planning to start our first long road trip for June 12, and I need to be sure our car has no problem with a wiring harness that could take out critical displays. As the car would have to be towed across Florida to a Service Center for an all-day shop visit should the harness need replacing, I need to get the harness inspected in the next few days. I called Lucid Customer Care yesterday to explain the situation. They said they would notify the Service Center and I would hear back shortly. Still nothing.

I'm now beginning to wonder whether we'll have to take our Tesla (with its execrable steering yoke) on the road trip instead of the Air -- or risk putting the car on the road with a potential wiring harness problem and a weather strip that pulls out of the trunk lid at highway speeds.

I was worried that getting the Grand Touring into customer hands before initial quality problems with Dream Editions were ironed out might overwhelm Lucid's service capability. I'm now fearing I might have been right.

Why not replace the Yoke with a steering wheel?

 

[hmp10]

Why not replace the Yoke with a steering wheel?

If you mean an aftermarket steering wheel, the horn, blinker buttons, windshield wiper controls, and other functions are on the steering yoke. At a minimum, you would have to install a blinker stalk on the steering column and wiper controls somewhere else. This would not be a home garage switchover.

 

[Pete44]

After four months of prompt and thorough Lucid responses to the relatively few quality issues I had with our early production car (Dream #154), I'm beginning to detect signs of change.

The weather strip across the top of the trunk lid has become detached for the second time. The first time, Lucid replaced it within a couple of days. This time, I was told over three weeks ago that they had to order the part, which would take about two weeks.

Then I got the wiring harness recall notice in the middle of last week. I called Lucid and asked if they could schedule the inspection for the recall for the same visit in which they replaced the weather strip. They said they could and that I would get a confirmation call within 24 hours. As of today -- five days later -- I've still heard nothing.

We are planning to start our first long road trip for June 12, and I need to be sure our car has no problem with a wiring harness that could take out critical displays. As the car would have to be towed across Florida to a Service Center for an all-day shop visit should the harness need replacing, I need to get the harness inspected in the next few days. I called Lucid Customer Care yesterday to explain the situation. They said they would notify the Service Center and I would hear back shortly. Still nothing.

I'm now beginning to wonder whether we'll have to take our Tesla (with its execrable steering yoke) on the road trip instead of the Air -- or risk putting the car on the road with a potential wiring harness problem and a weather strip that pulls out of the trunk lid at highway speeds.

I was worried that getting the Grand Touring into customer hands before initial quality problems with Dream Editions were ironed out might overwhelm Lucid's service capability. I'm now fearing I might have been right.

I called the service center in Riviera Beach directly when the recall was announced and scheduled it for this week when I’m back in Florida. I had scheduled it for Thursday and they called today to ask if they can come to house tomorrow. I’m only 20 minutes from service center.

 

[hmp10]

Keep us posted.

After my third call since last week, I finally heard from the Service Center this afternoon. They have the weather strip but were holding off on scheduling me until they got instructions from Lucid about the inspection procedures for the wiring harness. They said they now have those instructions, and a Mobile Tech will be at our house tomorrow morning.

The person I talked to earlier in Customer Care said that cars with the faulty wiring harness installation lose the left and center screens of the Glass Cockpit. She added that the screens can always be restored with a reboot procedure when it happens. I told her that sounded more like a software issue, as a wiring harness failure should not be reliably responsive to a reboot. She insisted that it has worked for every customer she has walked through the reboot procedure. So . . . let's see what tomorrow brings.

 

[hmp10]

I called the service center in Riviera Beach directly when the recall was announced and scheduled it for this week when I’m back in Florida. I had scheduled it for Thursday and they called today to ask if they can come to house tomorrow. I’m only 20 minutes from service center.

I'm over in Naples, and our Mobile Tech comes out of Miami (although I think he gets his marching orders from Riviera Beach). The Tech told me that he's got three other service calls in Naples tomorrow. He also said he has already inspected three wiring harnesses on recalled cars and none were exhibiting the signs of failure he was told to look for.

 

[Adnillien]

I go in to Scottsdale for the recall inspection tomorrow. Since I drive past the service center on my home from work, I will just stop on my way home. They still seem to be scheduling around my convenience which is good. If the harness needs to be replaced, then I Lyft home, otherwise I am done with a short stop and a free bottle of water in those nice Al cans.

 

[hydbob]

After my third call since last week, I finally heard from the Service Center this afternoon. They have the weather strip but were holding off on scheduling me until they got instructions from Lucid about the inspection procedures for the wiring harness. They said they now have those instructions, and a Mobile Tech will be at our house tomorrow morning.

The person I talked to earlier in Customer Care said that cars with the faulty wiring harness installation lose the left and center screens of the Glass Cockpit. She added that the screens can always be restored with a reboot procedure when it happens. I told her that sounded more like a software issue, as a wiring harness failure should not be reliably responsive to a reboot. She insisted that it has worked for every customer she has walked through the reboot procedure. So . . . let's see what tomorrow brings.

hmm...you try to get information for a week, then a few hours after your post you get a call...coincidence?!?!!

 

[Steveinarizona]

I go in to Scottsdale for the recall inspection tomorrow. Since I drive past the service center on my home from work, I will just stop on my way home. They still seem to be scheduling around my convenience which is good. If the harness needs to be replaced, then I Lyft home, otherwise I am done with a short stop and a free bottle of water in those nice Al cans.

I take it you have another car at home. I will be at the Fashion Square Mall late this afternoon. Wave as you go by!

 

[hmp10]

hmm...you try to get information for a week, then a few hours after your post you get a call...coincidence?!?!!

It’s why I decided to post.

 

[rbbarry]

So service is doing okay?

 

[HC_79]

I went through the Lucid website to schedule the service this morning. The Beverly Hills Service Center just called this afternoon and I booked in for Thursday to have the recall inspection done. He said the vehicles they've checked haven't needed anything done to them and its about a 35 min check. If i'm unlucky and the car needs to stay then they'll provide me with a loaner

 

[LCIDdreams]

If you mean an aftermarket steering wheel, the horn, blinker buttons, windshield wiper controls, and other functions are on the steering yoke. At a minimum, you would have to install a blinker stalk on the steering column and wiper controls somewhere else. This would not be a home garage switchover.

Definitely not a home job…. Doable for a couple thousand (plus installation presumably):

You Can Now Get A 'Normal' Tesla Model S Steering Wheel

Tesla tuner T Sportline has started selling regular steering wheels for the updated Tesla Model S, in place of the infamous yoke.

insideevs.com