Unable to contact Milbrae Service Center to Set up appointment (multiple calls/voice mails over a period of 3-4 days)

jacknhut said:

I’m at a loss here and am feeling very discouraged/disappointed at Lucid Milbrae service center team. I’m not sure if I can recommend Lucid to any of my friends/family given the sheer difficulty to even speak to anyone at the service center team to even make an appointment.

I tried to contact them via phone to schedule appointment for service for my Air Touring over the last 4 days with no response. I understand Milbrae location is very busy but the lack of communication/response is just baffling. I called multiple times per day (morning, afternoon, late afternoon etc) and left multiple voice mails hoping someone can check their voice messages and give me a call back but I got absolutely zero response.

At this point I’m wondering why is it that they cannot implement an online appointment reservation system if they are too busy to even staff a single receptionist to even answer the phone for service ? Every phone call goes to voice mail, no matter what time of the day or what day of the week, and every voice mail left unanswered. Am I supposed to drive 1 hour to the service center to speak to a person face to face to make a simple appointment ?

Every time I go there, I always see not one but two people staffed at the sales desk at all times but absolutely no one at the service desk…and the phone rings and rings without anyone there answering.

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RAF42 said:

I had the same experience with Millbrae and that was after I called customer care first (never got a response from Millbrae and could never contact service - even called the main line, talked to "sales", and told them I can't get in touch with service who told me they would have someone get back to me, which never happened). I finally drove there and they took care of me immediately.

The app only shows "annual maintenance" or "tire service" as available scheduling options, though I suppose one could try the annual option and put in a note. Maybe it's just nomenclature, but that does not instill confidence that you can just schedule arbitrary maintenance from the app.

I communicated my concerns, even to the Millbrae manager, who was very apologetic and told me they are taking steps to vastly improve the situation and customer experience. They are *really* busy and aware of this, though that does not excuse the subpar contact experience.

That said, I have been really happy with their service after my difficulty making the initial appointment. Several service guys (and the manager) offered me their contact info and told me to text them if I needed anything.

The second time I called customer service, they said they would open a ticket and I should wait 48 hours for a call back. 24 hours later I got a text from one of the service guys and though my car had been in an accident in those intervening hours and I no longer needed service - had bigger problems , it was an acceptable experience (and they were very sympathetic to my plight).

So I feel your disappointment, agree it's currently not a great experience making initial contact, and that this is definitely an issue that should not happen with such a premium product. Hopefully they will improve this and the supposedly summer opening of the San Jose service center will free up some of the load on the Millbrae SC. For me at least, the driving experience is so exceptional I'm willing the cut them some slack as they grow their service infrastructure, though I agree, just get someone dedicated to responding in a timely manner as a start.

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Blue Lectroid said:

You can call Customer Care OR use the phone App to reach out to/ make an appointment too…

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jacknhut said:

I tried both. The app does not allow to book any appointment date from now until end of March (all dates grayed out) and the customer care told me they cannot make appointments. They said they will send an email to service center and expect a call back but no one calls me back.

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