Service

[Coho]

480-933-8393
Option 1 (service) on the initial auto attendant recording.

Same number I have been using. They did answer. They cant do the service mobile. They want the car for 2 weeks. They hope their backlog will be better by then with some hiring and can perhaps shorten the time for car retention.

 

[drb3333]

The past leadership cut service to save a few cents….thats what happened. But they are gone now, thankfully, and hopefully new CEO and his team can right the ship.

I was just in San Jose (CA) Service Center yesterday, and apparently upper management is more focused on those issues now.

It is something of a bittersweet improvement, but they have increased their loaner fleet of Airs from 40 a few months ago to 120 now. While they work on our cars we get to at least drive a Lucid, and won't be wasting valuable financial resources paying Enterprise.

I was also surprised that he said had my issue been just a broken door lock motor, it could have been fixed while I waited. But I had a second concern regarding charging, so that added a few days more, hence my loaner. Much faster turnarounds than a few months back, FWIW. They will drive my car to me and pick up the loaner (55 miles).

Another interesting point was how they will address the charging system which apparently is demanding too much current. They have a company-wide team of 20 or so specialists that remotely diagnoses and explores those issues, and directs the local crew on repair. Nice.

 

[dmurphynj]

My brand new Gravity's in for service due to a 3rd row seat issue.

My only concern really has been with communication ... I haven't heard a peep since I dropped it off a week ago. Just a quick "we're replacing the seat, have to wait for parts" or something would be good.

Thankfully I have an Air loaner so it's not the end of the world but still - just a 15 second text message even would do the trick. I've tried calling and get the "Press 1 for a callback" that never happens ...

I'm only 20 minutes from the service center so I'll run over there next week and see what's up. I hate to be that guy, but without any communication, I have to be that guy.

 

[TahoeMichael]

This seems to be a widespread current issue with service, and it could really hurt Lucid at a time when the company should be working to maintain customer loyalty. After 34 months of being well taken care of by Beverly Hills, it has become now difficult to find anyone in the service department. They are overwhelmed, and it is creating collateral damage to the brand.

I've been hanging out here, evaluating whether I want to buy a Gravity. Frankly, the only reason I'm planning to move forward with that is because my closest service center is Rocklin, and multiple owners have posted that they don't seem to be overwhelmed. If I was going to be near one of the service locations that can't get someone in for months, I definitely wouldn't buy. Rocklin is a 93 mile drive through the mountains for me, so needing to drop in to get their attention really would piss me off.

 

[donfenn]

My brand new Gravity's in for service due to a 3rd row seat issue.

My only concern really has been with communication ... I haven't heard a peep since I dropped it off a week ago. Just a quick "we're replacing the seat, have to wait for parts" or something would be good.

Thankfully I have an Air loaner so it's not the end of the world but still - just a 15 second text message even would do the trick. I've tried calling and get the "Press 1 for a callback" that never happens ...

I'm only 20 minutes from the service center so I'll run over there next week and see what's up. I hate to be that guy, but without any communication, I have to be that guy.

Why don't thet order seat parts and let you drive the car in the meantime? Are they making you leave it there so you don't lose your place in line??

 

[dmurphynj]

Why don't thet order seat parts and let you drive the car in the meantime? Are they making you leave it there so you don't lose your place in line??

That's a great question.

I don't know as I have no way of communicating with them whatsoever until I show up in person.

Not in the app - the service ticket was "closed" before it started. Long story but they got it confused with the mobile appointment to install Homelink and closed both tickets simultaneously.

Not on the phone - nobody picks up.

Not on the customer service line - I finally got a call back from there but all they said was they'd leave a message for the service center.

So I'll take a ride over there Monday and find out what's going on.

Right now, I'm completely blind -- I have an Air loaner, and it could be for another day, or two years ... I genuinely have no idea what's up with my Gravity.

 

[gaskiller]

In my case it’s been a specific repair that two service centers haven’t been able to do or stay done, so I’m assuming it’s some sort of build issue idk.

Yeah, they should have lemmoned your car!

 

[dmurphynj]

That's a great question.

I don't know as I have no way of communicating with them whatsoever until I show up in person.

Not in the app - the service ticket was "closed" before it started. Long story but they got it confused with the mobile appointment to install Homelink and closed both tickets simultaneously.

Not on the phone - nobody picks up.

Not on the customer service line - I finally got a call back from there but all they said was they'd leave a message for the service center.

So I'll take a ride over there Monday and find out what's going on.

Right now, I'm completely blind -- I have an Air loaner, and it could be for another day, or two years ... I genuinely have no idea what's up with my Gravity.

Hate quoting myself, but picked up my Gravity from service today. Have to say, they did a great job. Replaced the seat and it all is perfect. Problem solved. Very pleasant folks . 9.5/10 on the service - just wish they had more staff to answer the phone.

The talk was about them hiring more folks and implementing a 2nd service shift - maybe even going 24hour. That’d be kinda wild!

 

[raleighone]

Why don't thet order seat parts and let you drive the car in the meantime? Are they making you leave it there so you don't lose your place in line??

I'm guessing but I don't think they order replacement parts until they see the car themselves. I see the logic in this, but it does add an automatic delay of at least a couple days. I just dropped mine off and had sent a photo of the hole in my front bumper 2 weeks ago, but they did not order it until I dropped off my car. Not ideal but I certainly see why they wait.

 

[prgarg]

I'm guessing but I don't think they order replacement parts until they see the car themselves. I see the logic in this, but it does add an automatic delay of at least a couple days. I just dropped mine off and had sent a photo of the hole in my front bumper 2 weeks ago, but they did not order it until I dropped off my car. Not ideal but I certainly see why they wait.

The body shop I went to did the same, but they gave me the car back after assessing the repair and ordering the parts. I have to take it back once they arrive. They don't keep the car until then like Lucid does (not sure why they need to keep it while waiting)

 

[Pragmatic]

Order the parts, schedule service once parts arrive. Especially for quick jobs, where parts are pretty obvious. Not sure I get the logic of holding cars and providing loaners for a job that takes 2-3 hours.

 

[raleighone]

Order the parts, schedule service once parts arrive. Especially for quick jobs, where parts are pretty obvious. Not sure I get the logic of holding cars and providing loaners for a job that takes 2-3 hours.

Perhaps for obvious jobs this works. But I can also easily envision a scenario where it becomes a giant headache for them that causes more problems. ("We ordered XYZ but now that it's in the shop, we need to order ZYX. Customer waited for us to get part, now we have to call about further delays.")

Hopefully in the future, if there is one for Lucid ;-), they will have a lot more know-how at local SC's (so no need to call engineers and wait 24 hours every time) AND more of the most popular repair parts at the local shops. Mine requires a bumper to be shipped and I'm guessing that bumper replacements are quite common...my guess is it's more about needing space currently at SCs and may not have room to stockpile parts.