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Let rate our service center

I posted earlier on this "Rate Our Service Center" Forum topic about my excellent experiences with Lucid Service Centers in Millbrae and San Jose. This morning, Cameron, (Shop Foreman for the San Jose Service Center) came to my home in response to my request for support. The San Jose Service Center Leads, Ron and Travis, were instrumental in setting up this home appointment. Cameron was everything you could possibly want from a Lucid Service Tech and more. He was on time (actually called and told me he would arrive a few minutes early) and very polite, personable, and thoroughly knowledgeable in regard to my problem.
 
A further note. I said to Cameron that it was a real shame that techs who work in the Service Centers were laid off. He said yes but most got hired back. I didn't know that fact.
 
Natick: 5.

However I've only used service once in my 15 months of ownership, and that was for the annual check-up, which they did in my driveway. They also replaced a busted diffuser. Couldn't have been better.
 
SaratogaLefty said:
A further note. I said to Cameron that it was a real shame that techs who work in the Service Centers were laid off. He said yes but most got hired back. I didn't know that fact.
Click to expand...
Hmmm...that sounds like a whoopsie by management. Interesting.
 
tdlr: 5/5 for everyone on ground I've met. 0/5 for Lucid Corporate
----
Given my Summer x-country road trip had 2 major issues and one semi-major (window wouldn't go up...on road trip is kinda' major), I'd say the following from my experiences:

-Seattle SC had my car for 8 days. Everyone there was awesome, not only at the logistics of getting me back on road, but also very sympathetic and apologetic. Of course, I left there with another error a day later that resulted in same stress of being stranded. So...5/5 on effort and attitude? 0/5 for getting my car fixed.

-Denver Mobile: Guy was doing his best but WAY stretched. After 2 days of waiting, I drove 2 hours with window down to his house at 8am to get on his schedule. Again, great guy and got me back on road. But basically, I did all the work driving 4-5 hours for him to do 45 minutes of work and had to practically beg the CA-based scheduler to do that. So again, mobile guy: 5/5. Lucid's scheduling it and making it easy for me? 0/5.

-Denver SC: Had car for 2.5 weeks of which 90% of time was wasted. Local guys were awesome, but they would try something and send it to engineers, and then have to wait 24 hours for them to get back. (per them) So 20 minutes to try something new?...every time led to a day delay waiting for engineering. Twice, a part was supposed to arrive and was delayed a day. And within 2 days of leaving, another error popped up and been on since. Once again: Techs get 5/5 but Lucid's systems get 0/5.

Seeing a pattern?? If anyone has read my entire story, I am absolutely shocked I have not received any type of call from someone in corporate service to do what should always be done when someone runs into crazy bad issues with their expensive product: 1) Apologize 2) Make Good (do something to show you care-free charging, miles off lease, free accessories...NOTHING was offered. I'm trying to get them to comp the hole repair I have on front bumper...hope they at least comp this.) At one point, Chicago SC manager (over Denver's SC) said he'd try to comp me something...then never called me back. I left 3 voicemails and gave up.

If they don't, Lucid should absolutely have a "Special Cases" type customer service position that gets dinged when someone has unordinary issues like repeat service visits in a time period...or a car that keeps giving major issues when someone is on a 4 month trip across the country. ;-)

I have an appt this week. Even the call I got from them was unsympathetic, telling me how the "first model of any new car is going to have issues." Yeah, no S*#=. LOL. But not what I want to hear after my experiences this Summer. I really hope after this visit, my car will feel new. I absolutely love it...when it's working.
 
5/5 - Natick MA. The few times I've needed them since I got my Air have generally been satisfactory experiences. And when I've needed attention, the person who was my delivery specialist is always responsive. OTOH I've thankfully had no significant issues.
 
raleighone said:
tdlr: 5/5 for everyone on ground I've met. 0/5 for Lucid Corporate
----
Given my Summer x-country road trip had 2 major issues and one semi-major (window wouldn't go up...on road trip is kinda' major), I'd say the following from my experiences:

-Seattle SC had my car for 8 days. Everyone there was awesome, not only at the logistics of getting me back on road, but also very sympathetic and apologetic. Of course, I left there with another error a day later that resulted in same stress of being stranded. So...5/5 on effort and attitude? 0/5 for getting my car fixed.

-Denver Mobile: Guy was doing his best but WAY stretched. After 2 days of waiting, I drove 2 hours with window down to his house at 8am to get on his schedule. Again, great guy and got me back on road. But basically, I did all the work driving 4-5 hours for him to do 45 minutes of work and had to practically beg the CA-based scheduler to do that. So again, mobile guy: 5/5. Lucid's scheduling it and making it easy for me? 0/5.

-Denver SC: Had car for 2.5 weeks of which 90% of time was wasted. Local guys were awesome, but they would try something and send it to engineers, and then have to wait 24 hours for them to get back. (per them) So 20 minutes to try something new?...every time led to a day delay waiting for engineering. Twice, a part was supposed to arrive and was delayed a day. And within 2 days of leaving, another error popped up and been on since. Once again: Techs get 5/5 but Lucid's systems get 0/5.

Seeing a pattern?? If anyone has read my entire story, I am absolutely shocked I have not received any type of call from someone in corporate service to do what should always be done when someone runs into crazy bad issues with their expensive product: 1) Apologize 2) Make Good (do something to show you care-free charging, miles off lease, free accessories...NOTHING was offered. I'm trying to get them to comp the hole repair I have on front bumper...hope they at least comp this.) At one point, Chicago SC manager (over Denver's SC) said he'd try to comp me something...then never called me back. I left 3 voicemails and gave up.

If they don't, Lucid should absolutely have a "Special Cases" type customer service position that gets dinged when someone has unordinary issues like repeat service visits in a time period...or a car that keeps giving major issues when someone is on a 4 month trip across the country. ;-)

I have an appt this week. Even the call I got from them was unsympathetic, telling me how the "first model of any new car is going to have issues." Yeah, no S*#=. LOL. But not what I want to hear after my experiences this Summer. I really hope after this visit, my car will feel new. I absolutely love it...when it's working.
Click to expand...
This sounds so familiar! Service people great. Corporate? Total trash. Like offensively anti-customer.
 
Tampa Mobile Service 10/10.. John's a great rep for the company. Funny story....I was flying down I-4 yesterday. Blew by the Lucid Mobile truck and a few minutes later the rep texted..." car looks great, but you Might want to slow down a bit".
 
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