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Nobody left working Lucid Support? (Also, dark pattern hold music.)

jered

jered

(he/him)
Active Member

Verified Owner
Joined
Mar 30, 2025
Messages
881
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Location
Somerville, MA
Cars
'26 Gravity DE, '19 X-LR
Gravity DE Number
084
Referral Code
8ORU2BU2
My passenger window won't go up. This seems to be a pretty regular software issue, so I want to see if they can reset the window remotely....

I've been waiting on hold for 45 minutes on the main Lucid Support number. "We're working on connecting you to the next available specialist. Remain on the line and we will connect you shortly." LIES! Nobody is answering.

Also, the dark pattern of a short music loop followed by a voice (so you can't just leave it on in the background without thinking someone has picked up) -- this is a dark pattern that is only ever done to get people to hang up rather than wait for service.

Have they rolled up the business and not let us know? I am NOT happy about this experience.
 
Other interesting things -- the Lucid Support number is no longer visible in the app under Service.

Texting replied with:
SMS support is not currently available.
For assistance, please contact Customer Care by phone at 888.995.8243
Click to expand...
 
I've had luck this week selecting the call back option. Called on 2 separate occasions. First time I waited about 20 minutes before surrendering, second I selected the option right away. Both times a rep called back and provided the assistance I needed.
 
jered said:
My passenger window won't go up. This seems to be a pretty regular software issue, so I want to see if they can reset the window remotely....

I've been waiting on hold for 45 minutes on the main Lucid Support number. "We're working on connecting you to the next available specialist. Remain on the line and we will connect you shortly." LIES! Nobody is answering.

Also, the dark pattern of a short music loop followed by a voice (so you can't just leave it on in the background without thinking someone has picked up) -- this is a dark pattern that is only ever done to get people to hang up rather than wait for service.

Have they rolled up the business and not let us know? I am NOT happy about this experience.
Click to expand...
I have run into this issue numerous times with Lucid, and found it best to call the local service center directly. That still won't ensure a satisfactory service experience, but it at least gets you closer to solving your issue. I've found that the remote support people seem to be there to order roadside service, and they have transferred me through to the service center with all other problems. As a previous Tesla owner, this is very different from my previous car where Tesla could often troubleshoot and fix most software issues remotely.
 
j4gates said:
I've had luck this week selecting the call back option. Called on 2 separate occasions. First time I waited about 20 minutes before surrendering, second I selected the option right away. Both times a rep called back and provided the assistance I needed.
Click to expand...
No call back option. "We're working on connecting you to the next available specialist. Please remain on the line and we will connect you shortly. If you have a flat tire or need a tow update, please press 1 to connect with our partner urgently. You will be transferred out." Then another minute of the same music loop.

I'm going to hang up shortly when I hit the 90 minute mark. @marqie , is Lucid no longer offering phone support?
 
RONR said:
I have run into this issue numerous times with Lucid, and found it best to call the local service center directly. That still won't ensure a satisfactory service experience, but it at least gets you closer to solving your issue. I've found that the remote support people seem to be there to order roadside service, and they have transferred me through to the service center with all other problems. As a previous Tesla owner, this is very different from my previous car where Tesla could often troubleshoot and fix most software issues remotely.
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Interesting. During business hours, yes, I do find the local SC is responsive... but in the past I've had good experiences with phone support. I had a case where the vehicle would not shift into gear and the screen was flashing with lines (early on), this was resolved on the phone. Another time all the warning lights for everything lit up and there was no power steering or power braking. Then after a recent update it was not possible to log in and they had to do a factory reset remotely.

In all those cases service was pretty quick to pick up. Now it seems like they fired the entire phone support department. Or perhaps the call center software is entirely down.
 
jered said:
Interesting. During business hours, yes, I do find the local SC is responsive... but in the past I've had good experiences with phone support. I had a case where the vehicle would not shift into gear and the screen was flashing with lines (early on), this was resolved on the phone. Another time all the warning lights for everything lit up and there was no power steering or power braking. Then after a recent update it was not possible to log in and they had to do a factory reset remotely.

In all those cases service was pretty quick to pick up. Now it seems like they fired the entire phone support department. Or perhaps the call center software is entirely down.
Click to expand...
Hopefully, it's not part of the new CEO's cost cutting initiatives. Poor service is the #1 reason that I'll need to seriously consider my options when my lease is up. I love driving the Air, but I've had both software and hardware issues that have caused the vehicle to be out of service for well over 45 days in my first 18 mos of the lease. Legally, I have a strong Lemon Law case, but I'm not sure it's worth the time and aggravation given that I only have a 3 year lease. Also, I truly do love driving the car when it is working correctly.
 
It's a pretty common complaint. The last times I've had to call the service center no one ever answers and you rarely get callbacks. I'm close enough that when my window died last week I just drove over there and dropped it off before anyone ever called me back.

They keep saying they're improving service but I'm not sure we've seen any movement on that. At least this time my Gravity only sat for 8 days before they looked at it instead of two weeks?
 
RONR said:
Hopefully, it's not part of the new CEO's cost cutting initiatives. Poor service is the #1 reason that I'll need to seriously consider my options when my lease is up. I love driving the Air, but I've had both software and hardware issues that have caused the vehicle to be out of service for well over 45 days in my first 18 mos of the lease. Legally, I have a strong Lemon Law case, but I'm not sure it's worth the time and aggravation given that I only have a 3 year lease. Also, I truly do love driving the car when it is working correctly.
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I mean, Silvio openly admitted on the investor call that they’re addressing this issue and they need to win back trust. Problem is, this isn’t an overnight fix so will probably be a good 6 to 8 months before we start noticing improvement.

Along with Silvio, I met Billy last week at Monterey Car Week and he’s fully aware things need to change sooner rather than later. New leadership, changes take time.

1787187009805.webp
 
After 2 hours I pressed 1 and was connected to a company named.... "Urgently". They were not able to help me, and had no additional contact information.

I'm definitely back in the "cannot recommend" column for Lucid; the vehicle is great, but there's nobody to stand behind it. This is something theat they need to fix.... urgently.
 
HC_79 said:
I mean, Silvio openly admitted on the investor call that they’re addressing this issue and they need to win back trust. Problem is, this isn’t an overnight fix so will probably be a good 6 to 8 months before we start noticing improvement.

Along with Silvio, I met Billy last week at Monterey Car Week and he’s fully aware things need to change sooner rather than later. New leadership, changes take time.

View attachment 40588
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It is good to see Silvio and Billy acknowledge the need to rebuild trust and improve service. However, a target of reducing service wait times by 30% severely underestimates the severity of the problem. A 30% reduction means appointments take 2 months instead of three months and wait times for a car to be looked at after dropping off for service decrease from 3 weeks to two weeks. I hate to say it, but that is far from good service. Lucid should be targeting a 70% to 80% reduction in service wait times to really rebuild owner trust and confidence in service.
 
jered said:
Interesting. During business hours, yes, I do find the local SC is responsive... but in the past I've had good experiences with phone support. I had a case where the vehicle would not shift into gear and the screen was flashing with lines (early on), this was resolved on the phone. Another time all the warning lights for everything lit up and there was no power steering or power braking. Then after a recent update it was not possible to log in and they had to do a factory reset remotely.

In all those cases service was pretty quick to pick up. Now it seems like they fired the entire phone support department. Or perhaps the call center software is entirely down.
Click to expand...
If you are close enough to the SC, drop by. Plan B: find a previous work order and look for the names of the people you worked with at the SC, then you can email them. That has worked for me. Email addresses are firstnamelastname
 
Piling on - they could really take some pressure off the SCs if you could schedule service in the app. Our SC just grays out all dates so you can’t even put in the issue and have them review. You HAVE to call the SC. They’re responsive, it’s just a waste of time for them to take my notes, etc and then manually triage. I have no idea why service in the app is not used.
 
Adnillien said:
It is good to see Silvio and Billy acknowledge the need to rebuild trust and improve service. However, a target of reducing service wait times by 30% severely underestimates the severity of the problem. A 30% reduction means appointments take 2 months instead of three months and wait times for a car to be looked at after dropping off for service decrease from 3 weeks to two weeks. I hate to say it, but that is far from good service. Lucid should be targeting a 70% to 80% reduction in service wait times to really rebuild owner trust and confidence in service.
Click to expand...
Brutal but you’re right.
 
I have also had no luck. SC is still good (holler Rocklin) but anything besides that is useless. It did not used to be this way.
 
I had to use the customer service number once in August last year during the worst part of the fob-demic. Thankfully, they picked up immediately and were helpful. I haven’t used since then. Just call the SC.
 
I am trying to remove my 2023 Air from the application. The car was totaled in June. I have 2026 Air now. I am on hold now for 30 minutes with that horrible music and just as bad message. This is no way to run a company. I am giving up at this point.
 
prgarg said:
If you are close enough to the SC, drop by. Plan B: find a previous work order and look for the names of the people you worked with at the SC, then you can email them. That has worked for me. Email addresses are firstnamelastname
Click to expand...
I have a good relationship with the SC and will be calling them in the morning, but I was hoping to get an assessment and reset before something decides to nest in my vehicle overnight.
 
A Fischman said:
I am trying to remove my 2023 Air from the application. The car was totaled in June. I have 2026 Air now. I am on hold now for 30 minutes with that horrible music and just as bad message. This is no way to run a company. I am giving up at this point.
Click to expand...
At this point I have to assume that the call queuing vendor is down, they're stuck mid-transition between vendors, or something similar. (Maybe we can find a way to blame GitHub...)
 
jered said:
I have a good relationship with the SC and will be calling them in the morning, but I was hoping to get an assessment and reset before something decides to nest in my vehicle overnight.
Click to expand...
If it makes you feel any better, as someone who has had this window issue multiple times, I can assure you there is absolutely nothing the customer service folks can/could do to get it closed, etc on the phone. Still sucks, I know.
 
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