90 day wait for Denver Service

[nevadagame]

Mine nearly brand new gravity GT lost all connectivity away from home to the Internet. I’m told by the Denver service center that the wait to even diagnose my problem is nearly 90 days out. How can a 120 K luxury vehicle company not service my vehicle sooner than 90 days when it’s missing critical computer components that literally make the car work? This is really really bad service. I’m paying $1500 a month payments for a car that only kind of works. I’ve been a lucid fan for many years, owning two brand new cars, and this treatment. Is beyond terrible? I’ll scrap my plans ever to buy another lucid, and I’ll tell my friends who ask me the same thing.

 

[gaskiller]

Mine nearly brand new gravity GT lost all connectivity away from home to the Internet. I’m told by the Denver service center that the wait to even diagnose my problem is nearly 90 days out. How can a 120 K luxury vehicle company not service my vehicle sooner than 90 days when it’s missing critical computer components that literally make the car work? This is really really bad service. I’m paying $1500 a month payments for a car that only kind of works. I’ve been a lucid fan for many years, owning two brand new cars, and this treatment. Is beyond terrible? I’ll scrap my plans ever to buy another lucid, and I’ll tell my friends who ask me the same thing.

Go by the service and talk to them. They should be able to fit you in much earlier. Service has been a big issue but is being fixed , and takes time.

Did you try a software reset?

Treatment is not intentional, why do you think they are targeting you? It’s just that they are overwhelmed due to poor planning by previous leadership.

 

[nevadagame]

Go by the service and talk to them. They should be able to fit you in much earlier. Service has been a big issue but is being fixed , and takes time.

Did you try a software reset?

Treatment is not intentional, why do you think they are targeting you? It’s just that they are overwhelmed due to poor planning by previous leadership.

Thanks for the suggestion. but this information told to me today was after my waiting for nine days to even talk to the service center and after two hours of driving going there in person to be told in person this information and that nothing could be done to get me in any sooner. If this represents any kind of improvement, I’d be very interested to know what it was like before

 

[nevadagame]

Thanks for the suggestion. but this information told to me today was after my waiting for nine days to even talk to the service center and after two hours of driving going there in person to be told in person this information and that nothing could be done to get me in any sooner. If this represents any kind of improvement, I’d be very interested to know what it was like before

And yes, of course, every kind of reset has been tried multiple times, and physically even removing the telemetrics board that is likely responsible for the malfunction waiting 15 minutes and then reconnecting everything to no avail

 

[Bdr100]

OP has every right to complain about poor service. I am also way tired of people making excuses for Lucid and claiming that the service issue is being worked on and will be fixed soon. This has been an issue for many areas of the country for most of this year and is showing no signs of improvement. Yes I know that there are some areas of the country that have wonderful SC experiences but there are also quite a few that have deplorable service (timeliness).

 

[BS8899]

OP has every right to complain about poor service. I am also way tired of people making excuses for Lucid and claiming that the service issue is being worked on and will be fixed soon. This has been an issue for many areas of the country for most of this year and is showing no signs of improvement. Yes I know that there are some areas of the country that have wonderful SC experiences but there are also quite a few that have deplorable service (timeliness).

Well, Lucid has a Chief Customer Officer. The C-suite has been in place oor more than 1Q. Perhaps it is time for them to come forth and address the issues and chart the path forward.

Around the time when Napoli was hired, Lucid was going to have their customer guy (forgot his name) to do an AMA (Ask Me Anything). That was abrupted preempted as Napoli was shuffling the C-suite. Perhaps it is time for the C-Suite to make appearances in front of the customers to answer some of these questions.

@marqie ?

 

[Adnillien]

I completely agree that the service that @nevadagame is getting is completely unacceptable. I also think that Lucid is trying to improve the service situation as we have heard from members that are getting service at other service centers. I know that it takes time, but the current situation is killing the Lucid brand in many regions of the country. A 90 day wait for service for a brand new car that is drivable but has little to no navigation, infotainment and may be lacking to drive assist functions is not acceptable. Silvio's comment in the last earnings call of targeting a 30% reduction in service times is mildly offensive as if a two month wait would be OK. It is not OK. I hope that the internal metrics are closer to a 90% reduction in service time and that there is a lot more going on behind the scene that we cannot see.

 

[nevadagame]

I completely agree that the service that @nevadagame is getting is completely unacceptable. I also think that Lucid is trying to improve the service situation as we have heard from members that are getting service at other service centers. I know that it takes time, but the current situation is killing the Lucid brand in many regions of the country. A 90 day wait for service for a brand new car that is drivable but has little to no navigation, infotainment and may be lacking to drive assist functions is not acceptable. Silvio's comment in the last earnings call of targeting a 30% reduction in service times is mildly offensive as if a two month wait would be OK. It is not OK. I hope that the internal metrics are closer to a 90% reduction in service time and that there is a lot more going on behind the scene that we cannot see.

Thank you everyone for your support. I’ve sent letters to Lucid middle management and asked them for a response, and I’ll see if they respond to me.

 

[eelpout]

tangent, I know most EV people hate the idea of the franchise dealership model (and what that has become). this is what we get instead.

if I want my Rover fixed it's usually looked at, if not work started on it the same day. (and no jokes please on the perceived revolving door of JLR service )

 

[Aka-none]

Thanks for the suggestion. but this information told to me today was after my waiting for nine days to even talk to the service center and after two hours of driving going there in person to be told in person this information and that nothing could be done to get me in any sooner. If this represents any kind of improvement, I’d be very interested to know what it was like before

Well it does take time to get new people and new service centers. So had you been looking you might have seen that it is improving just not everywhere all at once.

 

[Aka-none]

OP has every right to complain about poor service. I am also way tired of people making excuses for Lucid and claiming that the service issue is being worked on and will be fixed soon. This has been an issue for many areas of the country for most of this year and is showing no signs of improvement. Yes I know that there are some areas of the country that have wonderful SC experiences but there are also quite a few that have deplorable service (timeliness).

See above

 

[Aka-none]

I completely agree that the service that @nevadagame is getting is completely unacceptable. I also think that Lucid is trying to improve the service situation as we have heard from members that are getting service at other service centers. I know that it takes time, but the current situation is killing the Lucid brand in many regions of the country. A 90 day wait for service for a brand new car that is drivable but has little to no navigation, infotainment and may be lacking to drive assist functions is not acceptable. Silvio's comment in the last earnings call of targeting a 30% reduction in service times is mildly offensive as if a two month wait would be OK. It is not OK. I hope that the internal metrics are closer to a 90% reduction in service time and that there is a lot more going on behind the scene that we cannot see.

Absolutely they should continue what previous management did.
Try to promise every single thing at one time.

I would prefer a stated 30% and hit or exceed rather than claim 90% and only hit 30%.

But that’s me from when I owned product. So truth or lie? If you want to hear lies then watch our politicians open their mouths.