Is service overwhelmed?

[ac.bill]

Today around 2 months after my first unanswered call and unreturned voicemail my new wheels and tires were installed at my home by a cheerful and informative Lucid tech. I was encouraged to learn that new people were being brought onboard as a precursor (hopefully) to the long-promised opening of a Dallas service center. Here's hoping that new corporate management succeeds in making Lucid's processes more fluid.

 

[drb3333]

... My driver door handle broke - it makes a loud grinding noise and the handle won't present, so I have to crawl into my car from the other side. They said that mobile service would contact me within 3 days - nothing, and now their customer service line says they can't do anything until service reaches out (which they're not doing). There are 0 appointments available for the next 3 months. As someone who has been a big proponent and evangelist for the brand, they are completely torching any good will.

I have the exact same issue and have been leaving texts at San Jose. Let's see who gets a response first, and what the problem is.

 

[scal_air]

If you guys aren't too far from the SC, showing up in person sometimes expedites the process...

 

[Zombies]

I have the exact same issue and have been leaving texts at San Jose. Let's see who gets a response first, and what the problem is.

After repeated calls and voicemails, I finally got a call back. I was told I can bring the car in next week, but it’ll sit there for 14-21 days at least. I was also told the appt probably wouldn’t show in my app, and no email confirmation, but to “mark it ok my calendar.” So 50/50 chance I show up and they have no idea who I am. I’m debating just driving there as others have mentioned and seeing what happens. They must have cut almost all of their staff; in previous years I found service to be stellar, and this is now the worst I’ve experienced in 30 years of car ownership.

 

[Zombies]

I’ll add a counterpoint to the cars sitting - I also have a Ferrari and they do the same thing. It’s super weird because I don’t understand why they don’t just wait until the tech is available, but the car can be there for 10+ days before they even look at it. Nobody uses that as a daily driver so it’s not a huge deal (versus Lucid being almost everyone’s daily driver), but I would consider Ferrari service “solid” despite that delay. Of course I’m irate about the Lucid delay so I imagine the feeling maps to how often you use/need the car.

 

[tmichael]

In my experience it's standard for dealerships to stack up cars at the dealership for service however the delay is usually around a week to 10 days. I've not experienced a dealership that lets you keep your car until they day before they begin work on it. Its happened once in a while but generally my cars (Audi / BMW / Alfa Romeo) have gone in a queue on site.

Lucid may not be the only ones with a broken service model, but we expect a new car company to do things differently, better. I have a problem paying for my Gravity Dream edition and driving anything less. It just ain't right. The service model doesn't work - Dream Ahead and Compromise Nothing about the service experience.

Best yet, Quality Assurance at the factory and production build improvements will take the frunk not opening or the coolant valve repairs or a myriad of other known problems out of the service center's responsibilities - THAT will go a long way toward spending less time at a SC for things that should never have gotten out of the factory gate.

 

[Zombies]

To close the loop (and say good things when they occur), FWIW once I actually got to the dealership the experience was still solid. Got a loaner car, when I had to head to the airport and told them I'd bring the loaner back that day they then drove me to the airport, car was done faster than I expected, and they held onto it and are getting it ready for when I return. Still impossible to get them on the phone, but want to make sure to give credit to the actual service folks where it's due.