What's new
By:

No response from Customer service

V

Viking

Active Member

Joined
Dec 4, 2022
Messages
191
Reaction score
107
Cars
Fathom Blue 2023 Pure
I just cannot get thru to Lucid Customer service. They say to hold, multiple times. But after five minutes they claim they put me in a queue for a callback. That was 4 hours ago. No callback. When I tried yesterday I was on hold for 1 hour and 11 minutes. This is really unacceptable.

My issue is EA charging. EA says I need to talk to Lucid. The message on the charge is "Lucid Charging Service Disabled". From the App it shows my credit card info, all correct.
 
Viking said:
I just cannot get thru to Lucid Customer service. They say to hold, multiple times. But after five minutes they claim they put me in a queue for a callback. That was 4 hours ago. No callback. When I tried yesterday I was on hold for 1 hour and 11 minutes. This is really unacceptable.

My issue is EA charging. EA says I need to talk to Lucid. The message on the charge is "Lucid Charging Service Disabled". From the App it shows my credit card info, all correct.
Click to expand...
Add A second credit card to the app. And set that card as the default.
Then I think you can set the original card back as the default again. It's dumb but it worked for me.
 
I just got a bill for $582.12 for Service A on my AIR PURE. My contract says complimentary 2 year maintenace. I just sent them an email reminding them of that, but it got returned; Mailbox Full.
 
Steve181 said:
I just got a bill for $582.12 for Service A on my AIR PURE. My contract says complimentary 2 year maintenace. I just sent them an email reminding them of that, but it got returned; Mailbox Full.
Click to expand...
Doesn't "Mailbox Full" sends a message by itself?
1787062420643.webp
 
Hey - for what it’s worth I called customer service today after some bad experiences (no response) last week. I elected a call back and got one within 15 minutes! I also got an email. Improvement?? Maybe they are getting back on track. My call was about missing 2 recent updates and they said they will address these and to call back on Thursday if not working per the plan.
 
Steve181 said:
I just got a bill for $582.12 for Service A on my AIR PURE. My contract says complimentary 2 year maintenace. I just sent them an email reminding them of that, but it got returned; Mailbox Full.
Click to expand...
The easiest fix is to talk to the service manager, preferably in person with your contract in hand.

If you don't/can't reach them, call CS, leave number for a callback. Calmly explain that you got billed for 2 year service when your purchase contract states it should be free. Also mention your email was returned with the specific address you sent it to. I am sure they will rescind the bill as this is a mistake. Sorry you have to go through this.
 
Coho said:
Hey - for what it’s worth I called customer service today after some bad experiences (no response) last week. I elected a call back and got one within 15 minutes! I also got an email. Improvement?? Maybe they are getting back on track. My call was about missing 2 recent updates and they said they will address these and to call back on Thursday if not working per the plan.
Click to expand...
So that’s just a call where they don’t have to really do anything. It’s trying to get service is the problem.
 
socktucker said:
So that’s just a call where they don’t have to really do anything. It’s trying to get service is the problem.
Click to expand...
For sure! Just got scheduled for service just shy of 3 MONTHS from now. And that’s after waiting 10 days for them to get back to me with an appointment.
 
Maybe I should see about scheduling my service. I skipped the 1st year because my car was already in service and the guy said there wasn't really anything critical that needed to be done that wasn't already addressed.

My issue now is twofold:

1. I'm at 18months but 26000 miles. Should I go ahead and do the 2 year service now or wait another 6 months (and likely another 6k miles,)
2. A couple months ago I hit a pothole rather hard. Enough to bend the hell out of the wheel. At the time, I couldn't get in touch with anyone at the Houston SC, so I just bought one off eBay. But I'm worried that there might be some additional hidden damage to the front suspension and double check the alignment. I wanted to get it checked out but I'm 4-5 hours from Houston, and I don't know that any of the alignment places around here would even know what to look for damage wise. It's not a warranty thing so I suspect I'd be on the hook to get it down there, and I assume they wouldn't provide a loaner for non-warranty work?

If there his actual damage, then it would probably be worth it for me to submit everything to my insurance. But if there's not actual damage that needs to be fixed then the amount of the wheel and rental and cost for inspection probably wouldn't be worth it.

I'm open to any suggestions or advice.
 
Viking said:
I finally got a call back from Lucid. They asked me to delete and re-add the card. After that I was able to change.
Click to expand...
Would have saved a lot of time just posting on this forum instead of contacting Lucid 🤔, shows what a failure communication is. And that’s an easy fix!
 
doubletwist said:
Maybe I should see about scheduling my service. I skipped the 1st year because my car was already in service and the guy said there wasn't really anything critical that needed to be done that wasn't already addressed.

My issue now is twofold:

1. I'm at 18months but 26000 miles. Should I go ahead and do the 2 year service now or wait another 6 months (and likely another 6k miles,)
2. A couple months ago I hit a pothole rather hard. Enough to bend the hell out of the wheel. At the time, I couldn't get in touch with anyone at the Houston SC, so I just bought one off eBay. But I'm worried that there might be some additional hidden damage to the front suspension and double check the alignment. I wanted to get it checked out but I'm 4-5 hours from Houston, and I don't know that any of the alignment places around here would even know what to look for damage wise. It's not a warranty thing so I suspect I'd be on the hook to get it down there, and I assume they wouldn't provide a loaner for non-warranty work?

If there his actual damage, then it would probably be worth it for me to submit everything to my insurance. But if there's not actual damage that needs to be fixed then the amount of the wheel and rental and cost for inspection probably wouldn't be worth it.

I'm open to any suggestions or advice.
Click to expand...
You could get a reputable independent mechanic just look at it. I’m sure they can tell if anything is damaged, compare to the opposite side if needed. If there is damage, then put in an insurance claim.
 
doubletwist said:
Maybe I should see about scheduling my service. I skipped the 1st year because my car was already in service and the guy said there wasn't really anything critical that needed to be done that wasn't already addressed.

My issue now is twofold:

1. I'm at 18months but 26000 miles. Should I go ahead and do the 2 year service now or wait another 6 months (and likely another 6k miles,)
2. A couple months ago I hit a pothole rather hard. Enough to bend the hell out of the wheel. At the time, I couldn't get in touch with anyone at the Houston SC, so I just bought one off eBay. But I'm worried that there might be some additional hidden damage to the front suspension and double check the alignment. I wanted to get it checked out but I'm 4-5 hours from Houston, and I don't know that any of the alignment places around here would even know what to look for damage wise. It's not a warranty thing so I suspect I'd be on the hook to get it down there, and I assume they wouldn't provide a loaner for non-warranty work?

If there his actual damage, then it would probably be worth it for me to submit everything to my insurance. But if there's not actual damage that needs to be fixed then the amount of the wheel and rental and cost for inspection probably wouldn't be worth it.

I'm open to any suggestions or advice.
Click to expand...
All sounds reasonable. Is there a Lucid body shop near you? They would be able to diagnose damage and do allignment.
 
doubletwist said:
Maybe I should see about scheduling my service. I skipped the 1st year because my car was already in service and the guy said there wasn't really anything critical that needed to be done that wasn't already addressed.

My issue now is twofold:

1. I'm at 18months but 26000 miles. Should I go ahead and do the 2 year service now or wait another 6 months (and likely another 6k miles,)
2. A couple months ago I hit a pothole rather hard. Enough to bend the hell out of the wheel. At the time, I couldn't get in touch with anyone at the Houston SC, so I just bought one off eBay. But I'm worried that there might be some additional hidden damage to the front suspension and double check the alignment. I wanted to get it checked out but I'm 4-5 hours from Houston, and I don't know that any of the alignment places around here would even know what to look for damage wise. It's not a warranty thing so I suspect I'd be on the hook to get it down there, and I assume they wouldn't provide a loaner for non-warranty work?

If there his actual damage, then it would probably be worth it for me to submit everything to my insurance. But if there's not actual damage that needs to be fixed then the amount of the wheel and rental and cost for inspection probably wouldn't be worth it.

I'm open to any suggestions or advice.
Click to expand...
On the service - you should follow the schedule Lucid has documented. I'd get the one year done late and then push the two year a few months when you're due for that one down the road.

Lucid may be able to recommend a shop closer to you who can look at the damage. If they can't then ask around for a good local shop. Unless there's sensors/software involved, any decent shop should be able to work on the suspension; there's nothing proprietary about the mechanical stuff afaik.
 
socktucker said:
All sounds reasonable. Is there a Lucid body shop near you? They would be able to diagnose damage and do allignment.
Click to expand...
There's one about an hour away in Dallas, and let's just say they ain't cheap.
 
knewman said:
On the service - you should follow the schedule Lucid has documented. I'd get the one year done late and then push the two year a few months when you're due for that one down the road.
Click to expand...
Lucid service themselves said not to bother with the first one. Most of it had been done by the actual service I was getting (hell they replaced
half the drive train and all 4 wheels) and I had already refilled my washer fluid, had brand new tires, and my wipers and sunshade/fob batteries were fine , and dead simple to change myself if I needed.

The 2nd year adds some more important items like the brake fluid, AC performance check and HV battery check.

So really the main question is, is it more important to do it at the mileage, or the year marker. I'm assuming mileage, but who knows.
 
doubletwist said:
So really the main question is, is it more important to do it at the mileage, or the year marker. I'm assuming mileage, but who knows.
Click to expand...
Just had that discussion w/ service yesterday as I near year 4, got the same answer as I got at about year 1:
- mileage is more important than time
- except that you also want to get the brake fluid done every couple of years
 
Well, it's all moot now. I'm on hold for roadside assistance. I got a "Parking Brake Might Not Be Engaged" error after lunch as I pulled into the garage.

I tried a three-finger-reset and that didn't help.


I figured I'd let the car sleep awhileand see if it reset itself.

A few hours later, I had to leave to pick up the kiddo from school. The error was still there but since it mentioned the parking brake might not be set, I figured that's fine, I wasn't going to park anyway. just needed to get to the school and back home.

Just as I was pulling into the school I saw the smoke coming out of my left rear tire well. Oops. I guess the problem was that it was stuck on!

Just as I parked out of the way (so a tow truck could reach me easily), two more errors popped up.

"Automatic Vehicle Hold Fault " (which I don't even use) and "Parking Brake Fault" with a message to call customer service.

So yeah, I'm on the phone with customer service as we speak. Since I'm a couple hundred miles from the Houston Service Center, they are going to call a tow to get me home, then they'll schedule a transport to bring it down to Houston.

I'm not holding my breath to get a real loaner, as I don't think they have any in the DFW area any more. Hopefully I can get a reasonably decent EV rental at least , though even that is tricky around here. I think AVIS is the only one that really has any EVs.
 

Attachments

  • PXL_20260819_200846963.webp
    PXL_20260819_200846963.webp
    233.1 KB · Views: 34
  • PXL_20260819_200840117.webp
    PXL_20260819_200840117.webp
    250.6 KB · Views: 26
  • PXL_20260819_200835638.webp
    PXL_20260819_200835638.webp
    209.2 KB · Views: 28
  • PXL_20260819_195813841.webp
    PXL_20260819_195813841.webp
    795.9 KB · Views: 34
You must log in or register to reply here.
Back
Top