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[email protected] NOT RESPONDING

PJW said:
I have sent emails on the same issue for nearly a month now without a single response or even acknowledgement.

Anyone else have this experience or know that the problem is?
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ormer (Cust Experience Employee) - They have disbanded the entire team and have recently parted ways with Head of Customer Care 6 months ago and transitioning over to Michigan from Newark, CA HQ - Outsourcing essentially. That means most if not all knowledge has probably been lost in regards to how processes and procedures were conducted and they have to learn and start from scratch.

Is it a vehicle issue? Contact Service Directly, they would be better help honestly.
 
SteveR said:
nevermind...got a autoreply when forwarded to [email protected]. A no reply autoreply suggesting, as y'all said earlier:
For the fastest assistance, please contact Customer Care at (888) 995-8243.
should I feel better now?
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Yes, you should feel better that you now know the correct email address. GIGO lives! 🤣
 
RightTime said:
ormer (Cust Experience Employee) - They have disbanded the entire team and have recently parted ways with Head of Customer Care 6 months ago and transitioning over to Michigan from Newark, CA HQ - Outsourcing essentially. That means most if not all knowledge has probably been lost in regards to how processes and procedures were conducted and they have to learn and start from scratch.

Is it a vehicle issue? Contact Service Directly, they would be better help honestly.
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Are you saying that the Southfield Michigan office employees are not Lucid employees? In a year of ownership, calling customer care has always resulted in speaking to the Detroit group. The only reason I know is because I always ask where the person on the other side of the phone is located and Customer Care always shares my weather - they're just a few miles away.

Your knowledge of the workings of Lucid is certainly representative of an employee or former employee, however to infer that the Detroit office is new to customer support and is starting from scratch reduces my ability to separate your valid knowledge from what could be "sour grapes" for a former employer.

Not a personal attack, just my own observation. As my wife reminds me daily, I'm often wrong! :)
 
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Same here. Emailed a week and half ago to request a fob replacement. I much prefer using email, and in the past it's worked well and I got a response within a couple of days.

Getting ghosted now.
 
SteveR said:
nevermind...got a autoreply when forwarded to [email protected]. A no reply autoreply suggesting, as y'all said earlier:
For the fastest assistance, please contact Customer Care at (888) 995-8243.
should I feel better now?
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I got one that said “at this time, there is no timeline for a response”
Did they go out of business and just not tell anyone lol
 
socktucker said:
I got one that said “at this time, there is no timeline for a response”
Did they go out of business and just not tell anyone lol
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This sucks. Email is so much better for documenting an issue in detail. Can't do that well over the phone. And even if you try, God knows how much the agent actually types into the ticket, and whether they describe it correctly.
 
I've also been emailing customer care for months and they don't reply. Tried calling a number of times and they never answer or call back. We've had our Gravity GT for nearly a year now and have been unable to get them to fix our 3rd row seat that was delivered broken. A due bill item that hasn't been completed in a year!? Multiple service centers continue to ignore our calls and never call us back. Love the car, but service is non-existent and we don't be getting another one or recommending the brand to anyone. Sad
 
I also prefer to send an email. But it's well documented here that emailing Lucid is a waste of time, and calling them is better, even with all the problems they have answering the phone. Anyone who insists on sending them an email is tilting at windmills. Shouldn't be that way, but you're shooting yourself in the foot if you email instead of calling.
 
TahoeMichael said:
I also prefer to send an email. But it's well documented here that emailing Lucid is a waste of time, and calling them is better, even with all the problems they have answering the phone. Anyone who insists on sending them an email is tilting at windmills. Shouldn't be that way, but you're shooting yourself in the foot if you email instead of calling.
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Didn't use to be a waste of time though, at least for me. As little as 2-3 months ago I was was getting timely replies, on a few different occasions. That's what's even more frustrating, that it was a great alternative to waiting on hold for half an hour.

Now it doesn't seem to matter how you try to contact Customer Care. Likely to get ghosted either way. 🥴
 
BS8899 said:
Personally, I don't have a problem getting to Lucid SC. l live 5 miles away (from Scottsdale SC), I just drive to the SC and talk to them. The staff there are courteous and helpful.

That said, getting a service appointment is another matter. Lucid SCs are sooooo backlogged. You are talking about months to get an appointment. Even with an appointment, you have to leave the car there for 3 weeks to be serviced.

Frankly, I was hoping for the new corporate management to attack the service problem with a "hair on fire" urgency. I know the new management acknowledges service is a problem. I am just surprised we haven't seen any visible actions or results.
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Ouch. When I said I was driving down to Sun City and my lucid will be there from December until March so I can have it serviced there, they warned me how it takes 2 to 3 months to get an appointment at Scottsdale and that was a heck of an eye opener! YIKES and not at all good.

That being said, my car sat waiting for almost 3 weeks in Chicago Goose Island as well before it was looked at (that's with an appointment almost 1.5 months away too). It saddens me that back in 2023 I got such prompt and fast great service and now my poor car sat outside in the elements through several heavy thunderstorms with the threat/possibility of hail while their 'loaner' sat safely in our garage. In the past the longest my car sat parked was 2 days AND it was parked inside (not outside) when this was the case. I really could accept sitting waiting 2 days as long as I have a free loaner BUT they do need to address their appointment situation and 'wait time' for sure. I don't know who thought it was a good idea to have a customer car sit and wait for 3 weeks but it's not at all good. It would be way better to tell the customer to wait 2 or 3 more weeks before bringing in the car from my perspective.
 
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chris said:
It would be way better to tell the customer to wait 2 or 3 more weeks before bringing in the car from my perspective
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100% and they are setting themselves up for lemon lawsuits (including mine) by doing this. Maybe that’s why they’ve been through 8 lawyers lol that department doesn’t even reply anymore.
 
socktucker said:
100% and they are setting themselves up for lemon lawsuits (including mine) by doing this. Maybe that’s why they’ve been through 8 lawyers lol that department doesn’t even reply anymore.
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I'm past the 3 year mark of ownership now. Lemon law in my state is only good for 2 years and difficult to get anything done anyway (ranked 50th for the least consumer friendly lemon law state actually). If you live in California, you have the MOST consumer friendly lemon law status on your side.
 
chris said:
Ouch. When I said I was driving down to Sun City and my lucid will be there from December until March so I can have it serviced there, they warned me how it takes 2 to 3 months to get an appointment at Scottsdale and that was a heck of an eye opener! YIKES and not at all good.

That being said, my car sat waiting for almost 3 weeks in Chicago Goose Island as well before it was looked at (that's with an appointment almost 1.5 months away too). It saddens me that back in 2023 I got such prompt and fast great service and now my poor car sat outside in the elements through several heavy thunderstorms with the threat/possibility of hail while their 'loaner' sat safely in our garage. In the past the longest my car sat parked was 2 days AND it was parked inside (not outside) when this was the case. I really could accept sitting waiting 2 days as long as I have a free loaner BUT they do need to address their appointment situation and 'wait time' for sure. I don't know who thought it was a good idea to have a customer car sit and wait for 3 weeks but it's not at all good. It would be way better to tell the customer to wait 2 or 3 more weeks before bringing in the car from my perspective.
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I had my Air in service in Scottsdale in May for some minor trim issues. It was about a month to book the appointment and they had the car for about 3 weeks. I suspect the repairs were completed in a matter of hours. They were transparent through the entire process and did provide weekly updates. The updates usually related to where my car was in the queue.

I drive my car infrequently and was provided a loaner so it really wasn't much of an inconvenience. From the time of my prior visit the shop was noticeably busier with quite a few Gravity models in for service. The challenge is that the service center is supporting 5 states and doing a lot of QC work that should have been addressed at the factory.
 
tmichael said:
Are you saying that the Southfield Michigan office employees are not Lucid employees? In a year of ownership, calling customer care has always resulted in speaking to the Detroit group. The only reason I know is because I always ask where the person on the other side of the phone is located and Customer Care always shares my weather - they're just a few miles away.

Your knowledge of the workings of Lucid is certainly representative of an employee or former employee, however to infer that the Detroit office is new to customer support and is starting from scratch reduces my ability to separate your valid knowledge from what could be "sour grapes" for a former employer.

Not a personal attack, just my own observation. As my wife reminds me daily, I'm often wrong! :)
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The Southfield employees are employed by Lucid and openings for Customer Care Specialists are posted on their website. I suspect that the shift in call centers from Newark to Southfield was driven by payroll/benefits as the open positions have an hourly rate of $21-25 per hour.
 
Beatstanfurd said:
Called customer care on Tuesday. Opted for the call back queue and received the call back within half an hour.
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That's fantastic and a HUGE improvement over my calling 1st thing in the morning and getting an automated robocall at 5:50pm saying no one was available to call me back and starting the process over the next morning. I did finally get to someone and got my door seal replaced by a mobil tech successfully on Tuesday so I'm good now too.
 
socktucker said:
I got one that said “at this time, there is no timeline for a response”
Did they go out of business and just not tell anyone lol
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Yeah, that’s it. Just like it was the last sixteen times you asked
 
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