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Dream Edition: What Excellent Support Looks Like

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mike1121

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Location
Southern CA
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Gravity Grand Touring
Referral Code
6298AY75
As a counterpoint to some others experience I wanted to share mine. As some of you made read in another post, our 26 GGT experienced a drive system fault error while visiting my in laws in Palm Desert. Vehicle gave me 5 minutes to pull over. We made it to their house and I called Lucid Roadside, thinking “surely I’ll be on hold for hours as others have said”.
Nope.
Call answered immediately at 11pm and a tow was dispatched for 6 am the next morning on a Sunday. I texted my SA number at Lucid Costa Mesa and explained my vehicle was being towed in and I need alternate transportation.

Tow arrived on time and took my Gravity away. As I was trying to figure out transport, I received a response from my SA in Costa Mesa! On a Sunday! He immediately sourced a rental for me at a nearby Enterprise and offered me a uber if I needed to get there.

Vehicle ended up sitting there in Costa Mesa for 32 days and I finally picked it up today. Lucid is reimbursing my gas for my rental also.

Was 32 days optimal, no? I did open a buyback request with the mediation team in case it sat there longer and/or I have another drive system fault. I figure worst case, I just lease a new one.

Spoke with the service manager in Costa Mesa, Nikolai (sp). He reads the forum (hello Nikolia if you are reading this!) As others have stated, Mission Viejo is opening with an 18 bay facility. They are onboarding two more SA at Costa Mesa and expanding techs. The goal is for service visits to be 3 days or less.

For what it’s worth, I asked my SA for a second key fob and he immediately set me an appointment for mobile service for tomorrow to have a tech come out and program it for me, goodwilled.

Did it suck to not have my Gravity? For sure. I was getting pretty frustrated. But as soon as I got back in it, the love was rekindled. I missed it so much!

Service is improving! Thanks to Chris Pantages, Nickolai, and the entire team in Costa Mesa.
 
Good to see it improving. People also need to realize this is still a company in its infancy, service won’t be perfect. It’s not even perfect in our traditional dealers whose manufacturers have been in business for more than 5 decades.

Was buying a new Hyundai, it was transported from another dealer. Guess what- they drive the car 200 miles, no transport. Wasn’t even disclosed to me, I showed up early and saw bugs on it. I walked away. Pretty lousy way to sell a car. They just try to hide the facts, nickel and dime you, and then they wonder why people hate them.
 
9/24 my Air had a drive system error and went into turtle mode. Damn. I called service, they told me they had a loaner available, and I drove to service. It took forever, because I couldn’t take the highway (turtle mode) but otherwise it was fine.

Within an hour or so I was out of service with a nice, clean, Air Touring loaner.

I got the car back today, 10/22. It was actually ready 10/19 but I needed some time to pick it up as I’ve been busy.

They even fixed one or two things out of warranty they didn’t have to.

This is San Jose.

I hope everyone has this same service experience.
 
gaskiller said:
Good to see it improving. People also need to realize this is still a company in its infancy, service won’t be perfect. It’s not even perfect in our traditional dealers whose manufacturers have been in business for more than 5 decades.

Was buying a new Hyundai, it was transported from another dealer. Guess what- they drive the car 200 miles, no transport. Wasn’t even disclosed to me, I showed up early and saw bugs on it. I walked away. Pretty lousy way to sell a car. They just try to hide the facts, nickel and dime you, and then they wonder why people hate them.
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When my Land Rover died, it took them 12 hours to get a tow to me. They offered me no alternative transportation. It was towed to the nearest dealership (Van Nuys) and then sat their for 3 weeks waiting on parts. Van Nuys would not arrange a rental or loaner for me. They told me to contact my buying dealer in Riverside. They eventually got me a rental. When my vehicle was finished in Van Nuys, do you think they returned it to me? Nope! Uber all the way there to pick it up.
 
I have always had good experiences with lucid service at both Beverly Hills and here in Seattle, they may take a little longer that I would like but they have always provided a loaner and kept me updated...
 
Leftlane said:
It’s pretty wild that a major failure followed by a month in service is considered excellent.
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It was handled in the best possible way given the circumstances. It’s what any of us would hope for if we found ourselves in the same situation.

I would agree though that a major failure followed by a month in service is a major cause for concern particularly given the frequency in which such instances are occurring. These types of issues, and the level of service provided to the OP, are simply not sustainable if the company is to survive. It’s unrealistic to think that there’s an endless pot of money to fix these problems. If Lucid can’t fix these issues at the source (production) it will be the end of the company. At some point the competing objectives of improving service and reducing cost and cash burn will collide.
 
Leftlane said:
It’s pretty wild that a major failure followed by a month in service is considered excellent.
Click to expand...
It was better than another major luxury manufacturer I dealt with. So by my own measure, it was solid. Could it be better, absolutely. But I think for a company in Lucid’s position undergoing major organizational change, it was great.
 
I wanted to add for those waiting on the window regulator replacement campaign, the new regulators are butter smooth and reliable. The weird window issues are gone. Also to clarify, my Gravity isn’t actually a dream edition, it was a play on another recent post.

Numerous other open service issues were also repaired during that time it was in service. Not just diagnosing the drive fault. Also to help others, they did a full diagnostic check and could identify no issues that led to that drive fault. Gremlin perhaps?
 
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Leftlane said:
It’s pretty wild that a major failure followed by a month in service is considered excellent.
Click to expand...
With an equivalent loaner. If it weren’t for the loaner, it wouldn’t be acceptable.
 
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