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Sales Dept Unresponsive This Week

TahoeMichael said:
I do think the new management is probably genuinely working hard to improve things. But there are some baffling problems that they ought to be able to have solved in two weeks. Consistently answering the phone is a prime example. You don't even need to go through the process of hiring someone: any number of staffing agencies will get you temps within 48 hours who are capable of answering phones, taking messages, and routing calls to the right place. I feel like the only possible conclusion is that for some reason they don't care, and are focused on other problems. For some of the phone calls, I think that's weird, but can imagine a reason. But ghosting people who might want to buy a vehicle? That's 100% crazy.
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I wonder if there’s more going on than we know about. For better and worse.
 
socktucker said:
I wonder if there’s more going on than we know about. For better and worse.
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The only thing I can come up with is that they figure there's no point in improving their ability to answer the phone if they haven't improved their ability to do something productive with the phone calls. Answering the phone could be solved in a week or two. Having the capability to productively address the calls they answer is a much much bigger problem. Not the thought process I'd have if I were running the company, but it's possible.
 
borski said:
Given that sales and service are the lifeblood of an auto manufacturer, not caring is almost certainly the least likely reason, not most.
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I don't mean that they literally do not care, but rather just that they've decided to prioritize something they've decided is even more important.
 
TahoeMichael said:
I don't mean that they literally do not care, but rather just that they've decided to prioritize something they've decided is even more important.
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Ah, I hear you.
 
Fix sales department, fix service department, fix software, improve manufacturing quality, roll out Cosmos, limit cash burn, grow sales network, heighten brand awareness, complete a factory in a region mired in a war or two on one side and a genocide on the other, deal with a hostile home government. This is one hell of challenge for Napoli!
 
Late yesterday I was contacted by a rep from my local Lucid Studio. I’m not sure whether it was related to the voicemails I left with the national sales number or came through another referral. He reviewed current inventory based on the specs I’m looking for, but unfortunately the choices are fairly limited. He said they’ve been extremely busy with the August promotions on remaining 2026 inventory, and availability is getting pretty thin.

He had no confirmation on when 2027 production will ramp up, although he assumed sometime around October. He also had no information on any significant 2027 model changes, other than the possibility that Lucid may reshuffle some of the option packages. My takeaway from the conversation was that the Air is definitely marching on. Coupled with the new 2027 Sapphire displayed at Pebble Beach, I would think this should put much of the speculation about an Air wind-down to rest.
 
donfenn said:
I decided to try again today... I called main number twice and was asked to leave my name and number for a return call.
I then called local Lucid studio number, and it also went to voice mail.. A critical communications breakdown if they want to succeed with direct sales...
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Still waiting for a callback. I left my nunber with tha thrrid Chatbot they have. ALso something that could be much better, and likely an easy tech fix. The voice alone is bad, let alone the process there.
 
donfenn said:
I hate to complain because I really do want Lucid to succeed, but they’re just not doing some of the basic things right.

My Lucid Air lease is almost over, and I’m considering my next car. I’ve now called Lucid Sales three separate times. Each time I’ve sat on hold for several minutes, only to eventually get a recording asking me to leave my name and number for a return call. I’ve done that each time — and I’ve never received a call back.

They’re not going to sell more cars if they can’t answer the phone or return a prospective customer’s call. I love the product, but something is clearly wrong with the sales model and customer follow-through.
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That is the complete opposite of what I’ve experienced. My Lucid AT lease expires on September 16th. Lucid has been calling me every week and sending me emails about my options and what I need to do. They have been incredibly helpful. Their objective of course is to get you to get you to stay with Lucid. Everyone is so polite. I’m located in Long Beach CA and I notice that you are in LA as well. So it is puzzling how you have been treated. Here is what you have to do. If you are going to turn in the car, you need to get it inspected by a third party at no cost to you. In my case, Lucid has recommended a company called OpenLane. Call they to get your car inspected. They will come to your home to do it. The inspection is to give Lucid information on any wet and tear above normal usage. Don’t ask me what that means. After that, you call the Lucid service center where you would like to go to turn in the car. Remember, after the inspection, you will have an idea if there are things that you can get fixed at a lower price BEFORE you return the car in and be charged Lucid high prices for repairs over and above normal usage. Good luck.
 
ralsagoff said:
That is the complete opposite of what I’ve experienced. My Lucid AT lease expires on September 16th. Lucid has been calling me every week and sending me emails about my options and what I need to do. They have been incredibly helpful. Their objective of course is to get you to get you to stay with Lucid. Everyone is so polite. I’m located in Long Beach CA and I notice that you are in LA as well. So it is puzzling how you have been treated. Here is what you have to do. If you are going to turn in the car, you need to get it inspected by a third party at no cost to you. In my case, Lucid has recommended a company called OpenLane. Call they to get your car inspected. They will come to your home to do it. The inspection is to give Lucid information on any wet and tear above normal usage. Don’t ask me what that means. After that, you call the Lucid service center where you would like to go to turn in the car. Remember, after the inspection, you will have an idea if there are things that you can get fixed at a lower price BEFORE you return the car in and be charged Lucid high prices for repairs over and above normal usage. Good luck.
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Thanks, but see my last response above... I did finally get a call from the Torrance sales and service center yesterday, and assume they are same ones working with you. That does not excuse the lack of response from national sales line, which is where most folks would call to get information.

With respect to OpenLane, you can find my post about this in another thread.. They are the inspection agents, but they also are run the Lucid used car auctions --so they are essentially reviewing your car for its future disposition too
 
Just to give a different view... I test-drove the Gravity on 8/4 and was called by a salesperson before I'd even gotten back to my car in the mall parking lot. We had a brief discussion while I was walking back to my car, exchanged a dozen texts/emails between 8/4 and 8/8, the day I picked up my new Gravity. Twice, when I didn't completely understand something precisely, we had phone calls on his direct line. I will grant one complaint from above: I didn't get the literal lease documents until almost everything else was completed, which was a little weird if there'd been some issue. But I've definitely had worse service from sales guys in dealerships.
 
greylock said:
Just to give a different view... I test-drove the Gravity on 8/4 and was called by a salesperson before I'd even gotten back to my car in the mall parking lot. We had a brief discussion while I was walking back to my car, exchanged a dozen texts/emails between 8/4 and 8/8, the day I picked up my new Gravity. Twice, when I didn't completely understand something precisely, we had phone calls on his direct line. I will grant one complaint from above: I didn't get the literal lease documents until almost everything else was completed, which was a little weird if there'd been some issue. But I've definitely had worse service from sales guys in dealerships.
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As has been noted here on multiple occasions, Lucid's staff individually all seem to be really trying to deliver a good customer experience, but the company's lack of systems and process makes it hard for them to deliver consistently.
 
I’m scheduled to pick up the gravity next Saturday. Been waiting several days for the final invoice. SA tells me everyday that I’ll have by EOD then nothing. Rinse, repeat. Have a customer trying to give you ~$130k and can’t send an invoice. So bizarre. Customer service has been subpar IMO.
 
RLead8 said:
I’m scheduled to pick up the gravity next Saturday. Been waiting several days for the final invoice. SA tells me everyday that I’ll have by EOD then nothing. Rinse, repeat. Have a customer trying to give you ~$130k and can’t send an invoice. So bizarre. Customer service has been subpar IMO.
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it doesn’t get better either. Hopefully you are within driving distance of service.
 
socktucker said:
it doesn’t get better either. Hopefully you are within driving distance of service.
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About an hour away from either East Rutherford or King of Prussia. Hopefully, I get lucky and I’m only visiting yearly. What a horrible thing to be thinking before purchasing but you’re right.
 
RLead8 said:
About an hour away from either East Rutherford or King of Prussia. Hopefully, I get lucky and I’m only visiting yearly. What a horrible thing to be thinking before purchasing but you’re right.
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If you're going to be near a service center, KoP is the one you want. They were very responsive and helpful when I needed service in the middle of a road trip.
 
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