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Possible Sign of Service Improvements

donfenn

donfenn

Active Member

Verified Owner
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Location
L.A. CA
Cars
Pure AWD, Fathom Blue.
I had a Lucid field service tech out today for a minor trim issue, and the crew was excellent — an experienced tech paired with a trainee. That seems to suggest Lucid is adding at least one more mobile service person in the L.A. area. They also mentioned that Lucid is planning to open a downtown Los Angeles service center to help augment the coverage currently handled by Beverly Hills.

I really hope that comes together, and I hope similar improvements are happening in other markets as well. Service coverage is such an important part of the ownership experience, and this would be a very welcome step in the right direction.
 
Meanwhile Lucid is doing nothing to improve things in Texas and other central US areas. It appears that Lucid is concentrating most of its efforts on West and East Coast areas where EVs are more popular. Houston SC is a total disaster. Impossible to get service appointments unless you elevate to HQ customer service. SC never answers phone or return calls. My April service took 3 1/2 weeks for a couple of simple repairs. Currently my Gravity has been back in service for 3 weeks and never been looked at or given a call on status.

I know that Lucid is building a new SC in Dallas but even when that comes online I think it will only reduce wait times from 3-4 weeks down to maybe 2 weeks at best.

I know that I have posted about this in past but until Lucid does something to correct this, I will continue to post. Yes, Lucid vehicles are great to drive but until this is corrected I HIGHLY recommend anyone considering purchasing a Lucid in Texas to hold off.
 
Houston really needs a mobile service unit to help with minor things....I've got a sticky back tailgate they can't seem to fix, or forget to fix, and just need someone to come out and give it another try without losing my ride for 3+ weeks...
 
donfenn said:
I had a Lucid field service tech out today for a minor trim issue, and the crew was excellent — an experienced tech paired with a trainee. That seems to suggest Lucid is adding at least one more mobile service person in the L.A. area. They also mentioned that Lucid is planning to open a downtown Los Angeles service center to help augment the coverage currently handled by Beverly Hills.

I really hope that comes together, and I hope similar improvements are happening in other markets as well. Service coverage is such an important part of the ownership experience, and this would be a very welcome step in the right direction.
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I posted yesterday, I also had an exceptional mobile service appointment from the Costa Mesa SC.
 
mike1121 said:
I posted yesterday, I also had an exceptional mobile service appointment from the Costa Mesa SC.
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Another case of West Coast getting all the love while central US is ignored.
 
Bdr100 said:
Meanwhile Lucid is doing nothing to improve things in Texas and other central US areas. It appears that Lucid is concentrating most of its efforts on West and East Coast areas where EVs are more popular. Houston SC is a total disaster. Impossible to get service appointments unless you elevate to HQ customer service. SC never answers phone or return calls. My April service took 3 1/2 weeks for a couple of simple repairs. Currently my Gravity has been back in service for 3 weeks and never been looked at or given a call on status.

I know that Lucid is building a new SC in Dallas but even when that comes online I think it will only reduce wait times from 3-4 weeks down to maybe 2 weeks at best.

I know that I have posted about this in past but until Lucid does something to correct this, I will continue to post. Yes, Lucid vehicles are great to drive but until this is corrected I HIGHLY recommend anyone considering purchasing a Lucid in Texas to hold off.
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Lucid’s own website lists service centers in Austin and Dallas in addition to Houston. The Austin one has been on the site since at least 2023 - are these just hopeful eventual locations? Texas has more EV registrations than any state other than California and we have 4 of the most populous metro areas in the country - really no excuse to have it be a service desert for any brand that wants to succeed.
 
Well I used to get much better service before the Gravity came out... .I had mobile service that caused more issues (Chicago area) and July 18th am driving to the service center to get them addressed (along with a few other issues)
 
mike1121 said:
Simple solution: move west.
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Moving to California is never an option for me.. I don't even want to visit California any more as a tourist at this point!

I did, however, purchase Lucid because of a 2nd home 'out west' in Arizona so that may become our permanent residence once my husband retires.. but we shall see what the cost of living and water situation is like in 3 to 6 years 1st
 
Bdr100 said:
Meanwhile Lucid is doing nothing to improve things in Texas and other central US areas. It appears that Lucid is concentrating most of its efforts on West and East Coast areas where EVs are more popular. Houston SC is a total disaster. Impossible to get service appointments unless you elevate to HQ customer service. SC never answers phone or return calls. My April service took 3 1/2 weeks for a couple of simple repairs. Currently my Gravity has been back in service for 3 weeks and never been looked at or given a call on status.

I know that Lucid is building a new SC in Dallas but even when that comes online I think it will only reduce wait times from 3-4 weeks down to maybe 2 weeks at best.

I know that I have posted about this in past but until Lucid does something to correct this, I will continue to post. Yes, Lucid vehicles are great to drive but until this is corrected I HIGHLY recommend anyone considering purchasing a Lucid in Texas to hold off.
Click to expand...


Escalating to HQ just to get a basic appointment shouldn't be the standard operating procedure but you hit the nail on the head with the broader picture though. This isn't just a Lucid bottleneck, it’s a much bigger issue due to Texas’s strict franchise laws. Rivian only having 4 service centers across the entire state shows how massive the barriers to entry are for direct-to-consumer EV makers. Tesla is no doubt in a better position but they've had years of jumping hoops to get to where they are today compared to Lucid and Rivian being the new kids on the block.

Texas legally blocks these manufacturers from opening traditional factory-owned dealerships, every single physical service footprint requires a game of regulatory gymnastics, separate corporate entities, and a bunch of paperwork just to open the doors. It forces emerging brands to heavily over-index on the East and West coasts where the legal frameworks are friendlier and adoption is denser. So it's not that central US is being ignored, it's just not as friendly compared to East Coast and West Coast states

That legal gridlock, combined with Gravity deliveries hitting the roads and also needing repairs has clearly pushed the Houston Service Center past its breaking point. Hopefully Dallas will take some pressure off the region, but until the state updates its archaic laws to allow seamless direct operations, owners in the central US are unfortunately the ones paying the price in wait times.

I don’t blame you for warning people to hold off but unless laws change (which I highly doubt) the ownership experience in Texas is going to remain a tough pill to swallow.
 
Rivian has 6 service centers in Texas and they continue to expand.
Texas

Austin Service + Demo Center
622 Morrow St, Austin, TX 78752

Dallas Service + Demo Center
2512 Hawes Ave, Dallas, TX 75235

Fort Worth Service Center
275 University Dr, Fort Worth, TX 76107

Houston Service + Demo Center
14820 North Freeway, Houston, TX 77090

Katy Service + Demo Center
21021 Campanile Drive, Katy, TX 77449

San Antonio Service + Demo Center
8790 Crownhill Blvd, San Antonio, TX 78209

Tesla currently has 19 service centers in Texas and continues to add.

Lucid has 1? For one of the largest states in the country? If Rivian and Tesla have figured out how to jump through the hoops, Lucid has to too - it isn’t optional. This is one of the main reasons I didn’t buy an AGT when I had one on order in 2023 and it hasn’t improved at all here since then.
 
Rivian actually has 6 repair facilities in Texas - Austin, Dallas, San Antonio and 3 in Houston. In Houston, Rivian has a new SC in west (Katy) another in north which is opposite end of same building that Lucid is in. This north Houston combo showroom/SC is about same size as Lucid facility. The difference is that they also have a very large dedicated repair facility about a mile north of the north Houston SC.

Yes, Texas has the dealership restrictions which inhibit direct sales but that should not affect repair facilities. At the very least, Lucid should rent out a large warehouse close to current SC, throw in some lifts, and staff the heck out of it.
 
Leftlane said:
Lucid’s own website lists service centers in Austin and Dallas in addition to Houston. The Austin one has been on the site since at least 2023 - are these just hopeful eventual locations? Texas has more EV registrations than any state other than California and we have 4 of the most populous metro areas in the country - really no excuse to have it be a service desert for any brand that wants to succeed.
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Texas has one service center in Houston which covers all needs for Texas, Oklahoma, Arkansas, and Louisiana. Maybe Mississippi as well. They've had a couple mobile techs working out of the Dallas area covering as much as they could, but I've heard the mobile fleet may be hindered due to people leaving. When the Dallas location opens, it will help alleviate Houston, but not sure by how much. With the half-baked launch of Gravity, the Houston service center is just being crushed and Lucid needs to figure out a solution ASAP.
 
While mobile service is nice, the last one I had didn’t cover 3/4 of the work order due to needing a shop visit.

Fun fact, when I asked the mobile service tech why all their stuff was crammed in an Air and not a Gravity, he said he had one and couldn’t wait to get rid of it due to its reliability
 
Cabonzhp said:
While mobile service is nice, the last one I had didn’t cover 3/4 of the work order due to needing a shop visit.

Fun fact, when I asked the mobile service tech why all their stuff was crammed in an Air and not a Gravity, he said he had one and couldn’t wait to get rid of it due to its reliability
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I saw a couple Lucid Mobile Tech vans sitting in Houston a month or so ago. I guess not all mobile techs are equal.
 
Dallas has a sort of "unofficial" physical service center in Ft. Worth where they will take your car for anything the mobile service tech can't do out in the field. They have basically rented garage space with one of the major metroplex dealerships.
 
Well, I’m glad old leadership has been kicked out…..I’m not a businessman and even I know you need more service centers to increase sales, not less service personnel…..
 
GravitMe said:
Texas has one service center in Houston which covers all needs for Texas, Oklahoma, Arkansas, and Louisiana. Maybe Mississippi as well. They've had a couple mobile techs working out of the Dallas area covering as much as they could, but I've heard the mobile fleet may be hindered due to people leaving. When the Dallas location opens, it will help alleviate Houston, but not sure by how much. With the half-baked launch of Gravity, the Houston service center is just being crushed and Lucid needs to figure out a solution ASAP.
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The mobile fleet here is mostly dead too. I think they are down to one guy again.

Even the previously great Rocklin service is starting to tank too. My car had to go back for stupid little things mobile could have done, and now it’s just sitting in their parking lot again. It sucks.

It’s gotten so disjointed and poorly ran that they literally went me a loaner car that was stuck on a service mode and not even drivable. Their own car.
 
Cabonzhp said:
While mobile service is nice, the last one I had didn’t cover 3/4 of the work order due to needing a shop visit.

Fun fact, when I asked the mobile service tech why all their stuff was crammed in an Air and not a Gravity, he said he had one and couldn’t wait to get rid of it due to its reliability
Click to expand...
I noticed that the Air service vehicle which came to me yesterday stll had original dmv registration tag on window from mid 2022. I am sure its on the road everyday -- so going on it's fourth year. I have seen Gravity service vehicle on the road here in L.A. too
 
I'm really hoping the new management shifts will result in a refocus of the business on all of the things that make a company successful.

The early team did great at the "car" stuff - they engineered a fantastic vehicle (ex software). However, the sales, marketing, service and software portions of the business were left to be handled at a later date.

It will be great if service in CA is improving/is getting greater focus. I completely understand why any EV company would focus on CA first - it's the 800 lb. gorilla of the EV customer base today. Hopefully they really start to expand and improve these "softer" sides of manufacturing and then take it out to the full nation.

I live in NY, and I am increasingly spotting Gravitys out here - I even found myself side by side with one on the highway the other day. It always makes be happy when I see another Gravity or Air.
 
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