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Bricked - no one picks up support phone

My Fob and Mobile Key stopped working about a month ago. I called 2 weeks before I left for vacation - the 800# person told me the local service center would be in touch. It took 3 weeks for a response. New Tech showed up last week and couldn't figure out the issue. He said today he's bringing an experienced tech out that has experience with this issue. For me, it's a proximity issue - neither fob nor mobile key is recognized by the car after numerous deleting them from my profile, adding them back, etc.

This happened about 9 months ago and the Tech that came out did get it going by disconnecting/reconnecting something in the trunk. After that, it started working again. Because others are having similar issues now, it may be something related to software...
 
socktucker said:
Call the 800 number they can transfer you direct, that's the best way to do it.
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Bdr100 said:
I have called HQ customer service a couple of times and even they can’t get through to Houston SC via phone. Only thing that works is to hellraise and have them elevate via HQ management to Houston SC.
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Oh trust me, I've basically been using the general support line (800) as a proxy to reach Houston SC. They haven't had any success either. I guess I just have to drive in and raise hell. Fortunately, I live in Houston but it's still a 1 hour drive.
 
FlashWin said:
Oh trust me, I've basically been using the general support line (800) as a proxy to reach Houston SC. They haven't had any success either. I guess I just have to drive in and raise hell. Fortunately, I live in Houston but it's still a 1 hour drive.
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I wonder if there’s even anybody there.
 
socktucker said:
They use a 3rd party service, and they set a limit of what they will pay. So they say "we got a car 20 miles away and will pay $100 to move it" and then it goes for bidding. If nobody accepts it then they say they 'can't find a provider' basically.
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That's 100% what's happening. I've given up my AAA membership because of a couple of occasions of them doing the same thing to me. Both time when they left me stranded on the side of the road, I was able to call for tow truck services directly and find one to come.
 
I sold my car today. Called Customer Care to report the sale and see if there’s anything more I need to do to process the ownership transfer. Was on hold for 31 minutes before the system made me put in for a callback. Finally got that callback six hours later.
 
lsbuffs said:
I sold my car today. Called Customer Care to report the sale and see if there’s anything more I need to do to process the ownership transfer. Was on hold for 31 minutes before the system made me put in for a callback. Finally got that callback six hours later.
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so you're saying the system worked? (jokes aside, yeah that's insane to wait that long for such a simple thing)
 
I was considering purchasing another Lucid recently. I owned an earlier one a few years back and loved the car, but range issues and charger access in the Southeast at that time caused me to go another direction. Now that I am back looking at new cars again and our circumstances have changed (don't need two SUV's, better charger access) so I thought about Lucid Air again. The above is why I have ruled Lucid out. They will not be around long if they can't figure the service/quality issues out quickly.
 
Houston service center finally got back to me via email. 3-4 weeks for repair… Lolwut?!?!

Concern: Perform TSC-J0225-010-01 - Rear Subframe Harness Length GT/T.

Cause: Reduced harness length of the rear subframe harness.
 
FlashWin said:
Houston service center finally got back to me via email. 3-4 weeks for repair… Lolwut?!?!

Concern: Perform TSC-J0225-010-01 - Rear Subframe Harness Length GT/T.

Cause: Reduced harness length of the rear subframe harness.
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So they have to replace the harness?!? OMG they’d have to disassemble the entire car. 👀
 
I've had 2 flat tires in 4 months here in North Jersey....both times LCC was quick to respond and super helpful. In the case of a flat on the NJ Turnpike, they failed to realize that only state-contracted towing operations can tow the vehicle off the Turnpike to the contractor's facility. I got that done, and then the LCC-contracted driver picked up the car from there with zero issues, towing all the way to Rutherford service center. They changed the front right and rear right tires (it was a decent size pothole and caused a bubble on the rear right sidewall......awesome) even though I got there about 25 mins before they were due to close. Couldn't have been better service overall.

It sounds like the service response is best described as 'highly variable,' which is a different problem, but still very serious.

It's mind blowing that the execution can be as bad as is frequently reported. What is going on there that this is such a common outcome to have people ignored, left high and dry, etc?
 
coma24 said:
It's mind blowing that the execution can be as bad as is frequently reported. What is going on there that this is such a common outcome to have people ignored, left high and dry, etc?
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Speculation and not just specific to Lucid, but sounds like a classic case of a blanket headcount reduction across departments to save money and not thinking about the weight some departments carry over others.

Support/Service roles are always seen as a burden because they cost money and don’t generate revenue. If you don’t have the right leadership at the top to present the case of why cutting these people will be detrimental to the business then you end up in a situation Lucid is in today.

Mindblowing? Kind of, surprising? Not at all
 
HC_79 said:
Speculation and not just specific to Lucid, but sounds like a classic case of a blanket headcount reduction across departments to save money and not thinking about the weight some departments carry over others.

Support/Service roles are always seen as a burden because they cost money and don’t generate revenue. If you don’t have the right leadership at the top to present the case of why cutting these people will be detrimental to the business then you end up in a situation Lucid is in today.

Mindblowing? Kind of, surprising? Not at all
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Still mindblowing to me. Before reducing headcount in a given department, I assume someone asks the basic question, "how will this affect the company and daily operations?" If the answer is, "hold times will increase from 30 secs to 60 secs," then I can understand making that cut (random example for argument sake), but if the outcome is, "cases of support being so bad, people will read about it and be deterred from buying a Lucid..."

That actually does have an impact on revenue. These are potential sales that aren't happening. These are referrals that aren't happening. These are negative experiences being posted for thousands of potential customers to see, enough of which might tip them over the edge, saying, "great car, but 'terrible service.'"
 
HC_79 said:
Speculation and not just specific to Lucid, but sounds like a classic case of a blanket headcount reduction across departments to save money and not thinking about the weight some departments carry over others.

Support/Service roles are always seen as a burden because they cost money and don’t generate revenue. If you don’t have the right leadership at the top to present the case of why cutting these people will be detrimental to the business then you end up in a situation Lucid is in today.

Mindblowing? Kind of, surprising? Not at all
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I think it's just cost cutting with the goal of stretching the limited cash flow on hand, as it's expected to run out before the meaningful Cosmos sales start to bring some revenue. It's also not very likely that they'll be able to raise new capital given the PIF's pivot driven by the war, as others have stated here.
 
coma24 said:
Still mindblowing to me. Before reducing headcount in a given department, I assume someone asks the basic question, "how will this affect the company and daily operations?" […]
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You would think this is common sense, but the view from the top is very different from the view from the bottom. Unfortunately, bad layoff decisions are not uncommon, where “penny wise and pound foolish” rule the day.

The short term reduction in costs look great on paper. Much harder to measure is the long-term impact on the ability to delight customers and grow revenue.
 
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coma24 said:
Still mindblowing to me. Before reducing headcount in a given department, I assume someone asks the basic question, "how will this affect the company and daily operations?" If the answer is, "hold times will increase from 30 secs to 60 secs," then I can understand making that cut (random example for argument sake), but if the outcome is, "cases of support being so bad, people will read about it and be deterred from buying a Lucid..."

That actually does have an impact on revenue. These are potential sales that aren't happening. These are referrals that aren't happening. These are negative experiences being posted for thousands of potential customers to see, enough of which might tip them over the edge, saying, "great car, but 'terrible service.'"
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Lucid was exceptionally poorly ran. Hope that changes.
 
HC_79 said:
Speculation and not just specific to Lucid, but sounds like a classic case of a blanket headcount reduction across departments to save money and not thinking about the weight some departments carry over others.

Support/Service roles are always seen as a burden because they cost money and don’t generate revenue. If you don’t have the right leadership at the top to present the case of why cutting these people will be detrimental to the business then you end up in a situation Lucid is in today.

Mindblowing? Kind of, surprising? Not at all
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What’s crazy is that the vast majority of repair expenses are still covered under warranty, so this is very short term thinking. Service can absolutely become a massive profit driver when cars are beyond the warranty period, but the experience a lot of people are having will minimize that opportunity because owners will not want to keep the cars past their lease or past the warranty period, and the 2nd or 3rd owners will not be obligated to use Lucid for service if 3rd party shops can do the work, just like has happened with Tesla. Lucid will be able to control parts but if they piss off their customers when everything is warranty pay then they lose on service later and they definitely miss out on sales from a lost repeat buyer.
 
I dropped off my car today for service ( finally) I’ve had all of the above described instances in this thread. Two hour hold times, unable to get through to service either locally or through the national number. Going through sales to get to service ( oh yeah the sales.guy opined, we have a problem with the service line) for 4 freaking weeks?!? And this isn’t a priority?!? This will be the death of the company. Well this and software woes but the two are intertwined. When I dropped my car off at Rutherford service I saw 100 plus cars in the lot coming in. I asked the guy what those were and he said mostly trade ins and service. The new cars were piling up out back in a different lot. I realize Lucid has finite bundle of cash but when you make ownership a struggle you turn off supporters and scare away potential buyers. Several people I know approached me to tell me the company is going out of business. I counter with facts ( money on hand, Saudi investment fund, best hardware etc) but it seems increasingly bleak. I know Tesla ran red ink for what 12 years but lucid needs to get on the positive side of customer expectations before this becomes a death spiral like Fisker ocean. The first thing is to vastly overhaul and expand service. This gutting of service is a extremely costly self inflicted wound. Ok rant off ( for now)
 
okay guys. Seeing this got me a little paranoid because I set up a service appointment a few weeks ago. I use the Goose Island in Chicago location. I called today to reconfirm for tomorrow and while no one answered immediately, I got a call back within about 10 minutes and reconfirmed. I'm supposed to get a loaner so we shall see how it goes.
 
chris said:
okay guys. Seeing this got me a little paranoid because I set up a service appointment a few weeks ago. I use the Goose Island in Chicago location. I called today to reconfirm for tomorrow and while no one answered immediately, I got a call back within about 10 minutes and reconfirmed. I'm supposed to get a loaner so we shall see how it goes.
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Getting a call back is a good sign. Was everything smooth at drop off? How long did they estimate service on your car would take?

At this rate, if service doesn't improve, when my lease is up I'll be looking elsewhere. If in a year they can improve, I'll reconsider so not completely written off... yet.
 
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