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

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.
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It's better than nothing but completely agree that 30% reduction in service appointment wait times is not aggressive enough of a target. Hopefully they are underpromising and working to overdeliver.

Current Costa Mesa wait time once the car is dropped off is.....6 weeks and counting so far. Reducing it to 4 weeks is still not good enough. In 2024 it was 1-2 weeks. Last year in 2025 it was 2-3 weeks. Now it's 6+ weeks. Totally going backwards here.

But the car itself is still nothing short of amazing....
 
Marqie posted this in another thread...

marqie

Post in thread 'Text messaging to Customer Care unavailable for two weeks starting the week of July 8th'

hs22 said:
@marqie Is customer support via SMS currently unavailable or this option is removed completely. I got this message today in response to my message.

SMS support is not currently available.

For assistance, please contact Customer Care by phone at 888.995.8243
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SMS is not currently available. We are directing customers to call 888.995.8243 for support.
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jered said:
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.
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Urgntly is one of their roadside assistance towing brokers i believe.
 
jered said:
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...)
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I did hear something like this about their phone system having problems while trying to communicate with my Service Manager at the San Jose, CA SC about mt GGT while having the "Wunderbox" replaced....can't remember the specifics about their SC phone but he was cool and gave my wife & I his personal cell #

Sorry you are having trouble with something so basic that is not a thing that can wait weeks to remedy...needs to be addressed "urgently"
 
I had a door issue. It was pretty difficult to get support for it. Making an appt was not possible online since they block out all dates. Irony here is that I live less than 2 miles away from a Lucid dealership. Anyway, I eventually (can't even remember how now) found a link on Lucid's site to write in a need for support and I got a "we'll get back to you soon" thing. About 2 months later someone called me about my trouble ticket and told me someone would contact me in 48 hours for an appointment. 6 weeks after that call (not 48 hrs later) someone actually called me to make an appt. This one guy supports San Jose to North Bay.... ONE person. At least he comes to you. But by that point I would rather just drive to a dealership if that was possible which I think is possible if the issue is more urgent. Mine wasn't so urgent which is why I didn't bother following up on the first contact. This part of the business needs some serious fixing.
 
jered said:
Then after a recent update it was not possible to log in and they had to do a factory reset remotely.
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These functions should be automated. They should do as the carriers and ISPs do: testing, troubleshooting and fixing triggered by a customer phone call, while in that call.

Heh. This reminds me that 20 odd years ago I did this for a living, with a startup that provided such automation to cable companies. I worked on the interaction layer.

Anyway, this is an old and proven technique that is still in widespread use. As a customer, I stumbled on one example a couple of days ago with a carrier. Automakers that do remote diagnosis and repair should be standardizing on it.
 
Piling on as well... I had a windscreen break and called the service center iJune 1st to be told there were no appointments until September, they got me in July 13th which was fine. Vehicle was in repair for about three weeks, also fine as I had an Air loaner. Problem was they did not replace a piece of trim and it took more than a week to get a response, I tried calling, text, both the SC and Customer service, sent a message via the App. All of this for a single problem that should have been one and done. I would add that the service center kept me up to date with progress on the windscreen repair via text, it was appreciated. The long term solution may be coming but in the mean time they need to put together a help desk that responds so they are not getting multiple calls for the same problem... Here in the Pacific Northwest (Seattle) I may be see a Lucid once a day. How many Lucid's are out there? How many calls does a single Lucid vehicle generate? Someone at Lucid needs to do the math!
 
BSheppard said:
Piling on as well... I had a windscreen break and called the service center iJune 1st to be told there were no appointments until September, they got me in July 13th which was fine. Vehicle was in repair for about three weeks, also fine as I had an Air loaner. Problem was they did not replace a piece of trim and it took more than a week to get a response, I tried calling, text, both the SC and Customer service, sent a message via the App. All of this for a single problem that should have been one and done. I would add that the service center kept me up to date with progress on the windscreen repair via text, it was appreciated. The long term solution may be coming but in the mean time they need to put together a help desk that responds so they are not getting multiple calls for the same problem... Here in the Pacific Northwest (Seattle) I may be see a Lucid once a day. How many Lucid's are out there? How many calls does a single Lucid vehicle generate? Someone at Lucid needs to do the math!
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The Seattle service center is a trainwreck. Nice guys but very bad repairs-and that is from Rocklin who had to redo all the stuff Seattle messed up on my car.
 
I called the main Customer Care this morning and it was picked up in 5 minutes. They weren't able to resolve anything, though, and said I should just drive to the service center instead of waiting for an appointment. (I'm going to wait a bit to hear back from the service center first on timing and loaners).

I'm going to ask them to replace all the window regulators with the latest rev when they have it in -- this is ridiculous.
 
SC called back finally and said to bring it by and they'd try to fit it in, but no promises on timing or loaners because they are currently booking two months out. Said that someone should have answered the phone, but no answers about why Customer Care is MIA.

I just realized that when I got through to Customer Care this morning it was the same person I spoke to last time I called in December. Either I'm really lucky, or they have 5 people supporting the entire deployed fleet.
 
My SC can’t get anyone to respond to them either. This is really bad. My lawyer suggested we just sue them since they won’t respond. Even he (a consumer law attorney) says Lucid is remarkably disorganized and unresponsive.
 
Ron_Burgundy said:
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.
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I 100% agree but my understanding including complaints from their own services employees is all these systems Lucid has are truly fubar'd whether its phone system, customer care contact, app scheduling etc....They are using personal phone texts to workaround. Seems like something fairly easy to diagnose and fix into an actual scalable tool...
 
illopp00 said:
I 100% agree but my understanding including complaints from their own services employees is all these systems Lucid has are truly fubar'd whether its phone system, customer care contact, app scheduling etc....They are using personal phone texts to workaround. Seems like something fairly easy to diagnose and fix into an actual scalable tool...
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They’ve had that same problem for the year I’ve had mine. Techs and SCs all using personal phones because Lucid is always changing systems or something.
 
socktucker said:
They’ve had that same problem for the year I’ve had mine. Techs and SCs all using personal phones because Lucid is always changing systems or something.
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Hiring AI monkey bots to install whatever tools they use apparently....
 
illopp00 said:
Hiring AI monkey bots to install whatever tools they use apparently....
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I don't know what to believe honestly. I am inclined to think there just isn't anyone to answer the phones. Who would want to work there? Its a sinking ship. I would suspect that except for a few die hard comitted folks, most people that haven't already left Lucid probably would if given the opportunity. I assume there is some sort of internal morale boosting going on as well to combat that. If not, there should be.
 
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.
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I received a callback within 5 minutes last week.
 
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.

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Obviously repairs time is going to take some time to come down as hiring and training technician will not be a couple weeks affairs. What I, however, don't understand is the customers care phone not being answered. I think that problems could be solved in a week, 1 month max. In fact they can even do an internal on call, at least to answer the customer call, document their issues and pass it along to the appropriate shop. Maybe, there are other things going on in the background, but people waiting 45 minutes, 1 hour without answer doesn't look good no matter how you slice it.
 
Are any of you looking forward to actually even getting your car serviced if it is going to be done by technicians who have just been hired and rush-trained to fill spots? These aren’t basic simple cars to work on and require some specialized knowledge and skills. Maybe there is a reason for the high frequency of unresolved issues even after service.
 
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