Lucid support in decline?

Updating the customer support issue, I notice multiple threads on this topic concerning different aspects.

I've always received excellent customer support via email and calling the customer support phone number. When calling I always quickly connected with a true Lucid technical support person. Lately, I reach someone who knows very little about Lucid and promises to pass my issue along "to the company," They tend to have foreign accents. One asked for screen shots of a problem with the Lucid Android app. When I tried to text and email these they bounced. I noticed in the bounce they were go to/coming from Salesforce.com. So I guess this is another area where Lucid is cutting costs. It's a real pity, because for the first two years I've owned my Air Touring support was exemplary.

Ampere said:

Updating the customer support issue, I notice multiple threads on this topic concerning different aspects.

I've always received excellent customer support via email and calling the customer support phone number. When calling I always quickly connected with a true Lucid technical support person. Lately, I reach someone who knows very little about Lucid and promises to pass my issue along "to the company," They tend to have foreign accents. One asked for screen shots of a problem with the Lucid Android app. When I tried to text and email these they bounced. I noticed in the bounce they were go to/coming from Salesforce.com. So I guess this is another area where Lucid is cutting costs. It's a real pity, because for the first two years I've owned my Air Touring support was exemplary.

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Ive received excellent customer service...there are always some bad apples...

As someone who bought an early Air Dream Edition that really put Lucid Service through its paces for many months, I fear I can say that the heretofore excellent service is showing more signs now of being overwhelmed than I've seen in the ensuing almost four years.

Our Gravity, which we've had for almost seven weeks, had its second visit by a mobile tech today with no issues being resolved. We have a two-week wait to get it picked up to be taken to a Service Center for further work, and they are not sure they will have all the parts on hand to effect all the repairs by then, which will mean either a prolonged stay in the shop or a return visit there.

I do not assign any fault to the service team for this. Fault lies with Lucid for shipping cars that are not ready and for putting defective cars in customer hands without an adequate supply of replacement parts.

hmp10 said:

As someone who bought an early Air Dream Edition that really put Lucid Service through its paces for many months, I fear I can say that the heretofore excellent service is showing more signs now of being overwhelmed than I've seen in the ensuing almost four years.

Our Gravity, which we've had for almost seven weeks, had its second visit by a mobile tech today with no issues being resolved. We have a two-week wait to get it picked up to be taken to a Service Center for further work, and they are not sure they will have all the parts on hand to effect all the repairs by then, which will mean either a prolonged stay in the shop or a return visit there.

I do not assign any fault to the service team for this. Fault lies with Lucid for shipping cars that are not ready and for putting defective cars in customer hands without an adequate supply of replacement parts.

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This is an unfortunate report. I’m about to place an order, hoping to take advantage of Lucid’s extension of their federal tax credit.

Now, I’m not so sure. Maybe it will be better to wait until all these early production problems and spare parts shortages are resolved.

Ampere said:

I noticed in the bounce they were go to/coming from Salesforce.com. So I guess this is another area where Lucid is cutting costs.

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They’ve used Salesforce as their CRM from the beginning. That’s not new. You just had a bad rep.

hmp10 said:

As someone who bought an early Air Dream Edition that really put Lucid Service through its paces for many months, I fear I can say that the heretofore excellent service is showing more signs now of being overwhelmed than I've seen in the ensuing almost four years.

Our Gravity, which we've had for almost seven weeks, had its second visit by a mobile tech today with no issues being resolved. We have a two-week wait to get it picked up to be taken to a Service Center for further work, and they are not sure they will have all the parts on hand to effect all the repairs by then, which will mean either a prolonged stay in the shop or a return visit there.

I do not assign any fault to the service team for this. Fault lies with Lucid for shipping cars that are not ready and for putting defective cars in customer hands without an adequate supply of replacement parts.

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As a counterpoint, our Gravity continues to be relatively without flaws. Millbrae service has continued to be impeccable for the Air, and they’re taking the Gravity in for the due bill (alignment, trim, seals, etc) next week for about 10 days. I’ll let you know how it all goes, but so far no complaints at least here in CA.

borski said:

As a counterpoint, our Gravity continues to be relatively without flaws. Millbrae service has continued to be impeccable for the Air, and they’re taking the Gravity in for the due bill (alignment, trim, seals, etc) next week for about 10 days. I’ll let you know how it all goes, but so far no complaints at least here in CA.

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It was more a comment on my part than a complaint about service, at least at this point. The service people still seem to be moving heaven and earth to get repairs effected when they can.

The repair issues I'm seeing, at least with our car, have to do with defects that even Lucid engineering doesn't understand (such as the frozen navigation system), the lack of replacement parts (the HUD unit), or a bad design for which Lucid engineering hasn't figured out a fix (such as the rattling metal sliding plates over the seat screw channels).

The problem is that, in effect, in order to get cars sold sooner, a lot of work that should have been done before the cars leave the factory has been transferred to the field service organization. It was a very dicey decision and one that I think puts the company at longer-term reputational risk than one or two more miserable financial quarters, which everyone tacitly expects and which the market forgets as soon as things turn around.

Bus Driver said:

…hoping to take advantage of Lucid’s extension of their federal tax credit.

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Sorry, not federal tax credit, but Lucid rebate. I misspoke.