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Is service overwhelmed?

Coldwater Michigan has been great! Even though they have the same service model that others do, they work hard to get you in a car, keep you informed and prioritize based on severity of problem. Shout out!
 
prgarg said:
I get the feeling the volume would go down if they were able to normalize the process. Meaning, being able to get in touch with someone, book service through the app, get a more definitive date, have your vehicle checked in only when it is going to be worked on, etc. That should make the 2 or 3 months wait less stressful and frustrating for owners with non critical issues.
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Or if they didn’t ship half baked cars out of the factory and service has to fix them
 
Just got a call from Enterprise rental, they’d been trying to get ahold of Lucid for over two weeks for the bill on my rental and I was at risk of getting charged. They told me Lucid finally paid the bill today-almost a week after I returned the car 😬
 
socktucker said:
Just got a call from Enterprise rental, they’d been trying to get ahold of Lucid for over two weeks for the bill on my rental and I was at risk of getting charged. They told me Lucid finally paid the bill today-almost a week after I returned the car 😬
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That’s fairly standard, even if I wish it were better; it’s always taken lucid a few days to a week to pay, but they’ve always paid.
 
borski said:
That’s fairly standard, even if I wish it were better; it’s always taken lucid a few days to a week to pay, but they’ve always paid.
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The last two times Lucid rented me a car it was right away, and in this case it needed an extension because Lucid messed up the shipping. That’s when it fell apart.
 
socktucker said:
The last two times Lucid rented me a car it was right away, and in this case it needed an extension because Lucid messed up the shipping. That’s when it fell apart.
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Yeah, they don’t seem well set up for “exceptions.” Not that they aren’t doable, but there aren’t obvious pathways for them internally.

Sometimes it sucks being exceptional. :)
 
chazglenn3 said:
This brought a question to mind...if they give you an ICE loaner, are you reimbursed for fuel?
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Just to confirm. I submitted my gas receipt to the service agent and he said it takes a couple of weeks, but they will reimburse.
 
EZEVDriver said:
Just to confirm. I submitted my gas receipt to the service agent and he said it takes a couple of weeks, but they will reimburse.
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Oh wow, you are a genius, my friend. They gave me an Audi A5 when I got my car serviced, and the gas was eating me alive. I never even thought about getting the gas reimbursed. Props to you! It took them over 2 months to fix my "Homelink" problem, sat on the lot for 6 weeks. Idk how they make money like this; it's borderline insanity.
 
LVAGT said:
Oh wow, you are a genius, my friend. They gave me an Audi A5 when I got my car serviced, and the gas was eating me alive. I never even thought about getting the gas reimbursed. Props to you! It took them over 2 months to fix my "Homelink" problem, sat on the lot for 6 weeks. Idk how they make money like this; it's borderline insanity.
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You're very welcome. It was @chazglenn3 who asked the right question in this thread and I had the opportunity to ask about it when I brought my AT in for service.
 
So to update...i finally got my car back from Lucid Beverly Hills Service for Year 2 maintenance. Car was dropped off on May 27, and I got it back on July 10...so over one whole month in the shop.

I don't understand why my car needs to be in the shop to be "in queue" for a technician for that long. Why can't my car stays with me and still be in queue, and when I am next, they'll notify me to drop off the car?

What was worse was when I picked up my car last Friday, I was SHOCKED how filthy the car was. It was covered with a THICK layer of dust and all over there were those yellow waxy droplets (bee poop). The car must have been parked OUTDOOR for over a month exposed to the hot So Cal sun.

I always ask dealer services not to wash my car since they are notorious to scratching it. So I took my car to my trusted detailer instead. The detailer said I'm lucky that I have PPF+Ceramic Coating, because those yellow waxy droplets would have done some damages to the paint when left on for so long.

I would never go back to the BH service again, if they don't improve.
 
Lucid is currently totally focused on selling more and more cars because increasing those numbers keeps Wall Street placated. They have zero focus on service. When I leased my Gravity back in December, I knew it was a new manufacture with high tech that could have repair issues. I accepted that compromise thinking that if anything breaks, warranty service could quickly repair. Boy was I completely wrong. My Gravity has spent almost 2 moths of my 7 month ownership, sitting in the hot Houston sun waiting for service.
At this point, if my lease were up now, I would definitely not be looking at another Lucid and instead be looking at BMW or Cadillac or similar. Yes, I know that the Gravity is a technically superior vehicle, but the service experience is by far the worst I have had in my 50 years of car ownership. In order for Lucid to survive, they need to keep existing owners in the Lucid family and convert them to repeat sales. Poor service will make that very difficult. Yes, Lucid has some tech advantages over the competition, but the playing field is getting much more competative and it is not longer just Tesla.
People may love to complain about the dealership experience of established manufacturers but if I were to buy a Mercedes, I would have a choice of 4 different Mercedes dealerships within 30 minutes of where I live. They are all competing for my business. Sewell, a dealer of various luxury brands here in Houston regularly runs TV adds that are never about how good their sales are, they are always about how good their service is,with regular testimonies.
People spending 100+ on a vehicle want a luxury experience. Currently, Lucid is not even giving a Kia experience.
 
chucky0731 said:
So to update...i finally got my car back from Lucid Beverly Hills Service for Year 2 maintenance. Car was dropped off on May 27, and I got it back on July 10...so over one whole month in the shop.

I don't understand why my car needs to be in the shop to be "in queue" for a technician for that long. Why can't my car stays with me and still be in queue, and when I am next, they'll notify me to drop off the car?

What was worse was when I picked up my car last Friday, I was SHOCKED how filthy the car was. It was covered with a THICK layer of dust and all over there were those yellow waxy droplets (bee poop). The car must have been parked OUTDOOR for over a month exposed to the hot So Cal sun.

I always ask dealer services not to wash my car since they are notorious to scratching it. So I took my car to my trusted detailer instead. The detailer said I'm lucky that I have PPF+Ceramic Coating, because those yellow waxy droplets would have done some damages to the paint when left on for so long.

I would never go back to the BH service again, if they don't improve.
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You can't complain about the car being returned filthy when you've specifically told them not to clean it. Unless it was on the roof, the cars at BH are stored in a parking garage a block away from the Service Center. They do move them about and park them on the street outside the Service Center when working on them though so the droplets could've happened when it was being transitioned from the parking garage to the Service Center to be worked on 🤷‍♂️

Regardless, I do agree the whole process of queuing vehicles for weeks on end for servicing is absurd and hopefully something that will be addressed under the new leadership sooner rather than later. To wait that long for a 2 year maintenance is extremely poor form on Lucid's part.
 
Bdr100 said:
Lucid is currently totally focused on selling more and more cars because increasing those numbers keeps Wall Street placated. They have zero focus on service. When I leased my Gravity back in December, I knew it was a new manufacture with high tech that could have repair issues. I accepted that compromise thinking that if anything breaks, warranty service could quickly repair. Boy was I completely wrong. My Gravity has spent almost 2 moths of my 7 month ownership, sitting in the hot Houston sun waiting for service.
At this point, if my lease were up now, I would definitely not be looking at another Lucid and instead be looking at BMW or Cadillac or similar. Yes, I know that the Gravity is a technically superior vehicle, but the service experience is by far the worst I have had in my 50 years of car ownership. In order for Lucid to survive, they need to keep existing owners in the Lucid family and convert them to repeat sales. Poor service will make that very difficult. Yes, Lucid has some tech advantages over the competition, but the playing field is getting much more competative and it is not longer just Tesla.
People may love to complain about the dealership experience of established manufacturers but if I were to buy a Mercedes, I would have a choice of 4 different Mercedes dealerships within 30 minutes of where I live. They are all competing for my business. Sewell, a dealer of various luxury brands here in Houston regularly runs TV adds that are never about how good their sales are, they are always about how good their service is,with regular testimonies.
People spending 100+ on a vehicle want a luxury experience. Currently, Lucid is not even giving a Kia experience.
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Hopefully with the new leadership changes things will start to improve on the servicing front. It seems the responses from the Service Techs at yesterday's owners event were positive towards the new leadership and they're allowed to hire techs again so things may be starting to turn around. As with any overhaul in leadership etc. things won't happen overnight but hopefully we start to see some improvements take shape in the next 6 to 8 months.
 
chucky0731 said:
So to update...i finally got my car back from Lucid Beverly Hills Service for Year 2 maintenance. Car was dropped off on May 27, and I got it back on July 10...so over one whole month in the shop.

I don't understand why my car needs to be in the shop to be "in queue" for a technician for that long. Why can't my car stays with me and still be in queue, and when I am next, they'll notify me to drop off the car?

What was worse was when I picked up my car last Friday, I was SHOCKED how filthy the car was. It was covered with a THICK layer of dust and all over there were those yellow waxy droplets (bee poop). The car must have been parked OUTDOOR for over a month exposed to the hot So Cal sun.

I always ask dealer services not to wash my car since they are notorious to scratching it. So I took my car to my trusted detailer instead. The detailer said I'm lucky that I have PPF+Ceramic Coating, because those yellow waxy droplets would have done some damages to the paint when left on for so long.

I would never go back to the BH service again, if they don't improve.
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It’s because their service departments were sacrificed. Laid off, overworked. Frustrated, the cars are problematic and they’re just depressed I think. I know Lucid blames them too.
 
Bdr100 said:
Lucid is currently totally focused on selling more and more cars because increasing those numbers keeps Wall Street placated. They have zero focus on service. When I leased my Gravity back in December, I knew it was a new manufacture with high tech that could have repair issues. I accepted that compromise thinking that if anything breaks, warranty service could quickly repair. Boy was I completely wrong. My Gravity has spent almost 2 moths of my 7 month ownership, sitting in the hot Houston sun waiting for service.
At this point, if my lease were up now, I would definitely not be looking at another Lucid and instead be looking at BMW or Cadillac or similar. Yes, I know that the Gravity is a technically superior vehicle, but the service experience is by far the worst I have had in my 50 years of car ownership. In order for Lucid to survive, they need to keep existing owners in the Lucid family and convert them to repeat sales. Poor service will make that very difficult. Yes, Lucid has some tech advantages over the competition, but the playing field is getting much more competative and it is not longer just Tesla.
People may love to complain about the dealership experience of established manufacturers but if I were to buy a Mercedes, I would have a choice of 4 different Mercedes dealerships within 30 minutes of where I live. They are all competing for my business. Sewell, a dealer of various luxury brands here in Houston regularly runs TV adds that are never about how good their sales are, they are always about how good their service is,with regular testimonies.
People spending 100+ on a vehicle want a luxury experience. Currently, Lucid is not even giving a Kia experience.
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Great cars... if you can drive them
 
HC_79 said:
You can't complain about the car being returned filthy when you've specifically told them not to clean it. Unless it was on the roof, the cars at BH are stored in a parking garage a block away from the Service Center.
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My car was stored for over a month on the TOP level of that garage.... out in the open. There's no way that car was stored inside a covered garage considered how filthy it was. I did asked my service rep and he confirmed.

There's no reason to have my car sitting there for over a month when there's no technician available to work on it. And you would think if they are going to keep my car that long, that they would at least take care of it and stored in a safe COVERED area away from outside elements.

I'm glad that they did NOT wash my car, because that THICK layer of dust would have scratch the s**it out of my car since they probably hire someone who is not a professional detailer to wash all the cars there.

I've gotten service there many times, but this has never happened before. The service @BH has gone down the toilet. I'm going to try the Torrance location next time. I think its a bigger facility...if I remember correctly (That was where I picked up my new car). Its too bad its so far away.
 
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I have a sister that is in the market for a new SUV. She had asked me about my Gravity and I told her she did not have the patience for Lucid ownership at this time. She also lives about 80 miles from Houston SC. I told her to go buy a new BMW X5. It is Consumer Reports top luxury SUV, dealership is 5 miles from her house, she can get an extended warranty and have 8+ years of worry free use. She, like the vast majority of buyers out there are more concerned about trouble free driving experience than if their new car has better specs than the competition.
 
socktucker said:
It’s because their service departments were sacrificed. Laid off, overworked. Frustrated, the cars are problematic and they’re just depressed I think. I know Lucid blames them too.
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I agreed with that. I totally understand that they are overworked and not enough technicians to work on all the cars.

My complaint was mostly on how they treated my car under their possession for over a month. I really thought they would stored my car inside a covered garage.
 
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