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

There is nothing customer service can do. While I was on vacation on Florida while visiting some relatives in the Villages I put my window down and it wouldn’t go back up. Ended up having to use packing tape to seal it and drive it to the Lucid service center in West Palm Beach. The service center there is beyond accommodating. They replaced the regulator switch while I was there but that didn’t fix it. Gave me a new Lucid Gravity with the Tahoe interior to use while it was being repaired. Took them several days but they got it taken care of. They literally gave me priority as I was planning on driving back to my illinois home the day after I had the window issue.
 
illopp00 said:
Hiring AI monkey bots to install whatever tools they use apparently....
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Found a pic of the current switchboard / hold queue ...

Monkey switchboard.webp
 
Leftlane said:
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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uh no. I now have my 6th failed roof bow coming off because of that, so, no, I am not looking forward to having my car shipped back to california for 3 weeks to fix the new guys mistake, again. I would ignore it, but this time its the whole front edge and it makes loud as hell wind noise and I do fear the rest of it might peel off on the freeway. Its bad.

There were even former employees joking on reddit about how doing the roofs is so crappy that they make the new guys do it. Thanks!
 
jered said:
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.
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Is this a dark pattern? It's certainly never been an impetus for me to hang up when I encounter it. I assumed the voice prompt is due to the short music loop, whoever configured it probably never bothered to change the default.
 
knewman said:
Is this a dark pattern? It's certainly never been an impetus for me to hang up when I encounter it. I assumed the voice prompt is due to the short music loop, whoever configured it probably never bothered to change the default.
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I like it because I know I'm not on forever hold. Dark Pattern would be if it like played Hamster Dance in your ear.
 
With so many owners reporting weeks that Lucid keeps their cars for repairs, how come the lemon laws of the states that have 30 days cumulative out of service in the first 18 months are not being invoked more often forcing LUCID to buy back?
 
likegadgets said:
With so many owners reporting weeks that Lucid keeps their cars for repairs, how come the lemon laws of the states that have 30 days cumulative out of service in the first 18 months are not being invoked more often forcing LUCID to buy back?
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Lucid Sales Contract requires forced arbitration, which many of us are in/or doing. Unfortunatly Lucid is just no longer responding from their usual buyback department where you have to start. They are backed up who knows how long now, because there are probably hundreds or thousands going through this. Including me, again.

They had my car for 120 days and this is their stance (per their attorney). "Lemon Laws apply to manufacturer Lucid USA Inc. Lucid USA Inc does not service cars, it only manfactures cars. You got your car at Lucid Service Center (because they deliver through Service in Washington) so Lemon Law doesn't protect you. Lucid Service is done by Lucid Service, INC and is a shell company that they own for the purpose of delivering and servicing vehicles made by Lucid USA [paraphrasing here] As such, your lemon laws do not apply." He went further to say that all the failed parts are due to "shoddy repair work" (his words, not mine), as such, they refuse buyback under lemon law". So you have to sue them. Its insane, even my lawyer says he hasn't seen anything like it. They are denying buyback requests from their own service department. They even have Service employees paid by a different company than the manufacturing employees.

Thats my personal anecdote, im under no NDA, and its all true. I thought about making a big thread about it but I'm just exhausted at this point.
 
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@ socktuker Wow - don't know what your state laws say. Courts usually would be the ones that decide what laws apply and to whom, not self serving edicts. Given what is reported here on the forum, new owners should OPT OUT of forced arbitration within the 1st 30 days. Even if they do not provide opt out in some states, it may be prudent to send them a reservation of rights for opting out in the 1st 30 days depending on the State, as more states with more protective consumer laws take different views on forced arbitrations. Note that I am not an attorney, I do not know the specific laws, my comment is based on past experiences not with LUCID. I really wanted a Gravity and because of what I read here I would only do a 2 year lease with nothing down. My exposure is 24 monthly payments - diminishing month by month to what I hope will be as close to possible trouble free experience.
 
likegadgets said:
Courts usually would be the ones that decide what laws apply and to whom, not self serving edicts.
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Exactly, it looks like I will have to take them to court, which is insane because they will lose. But since they apparently no longer reply to buyback requests (or there is no one to reply), serving them a lawsuit might get their attention to settle it real quick because they will undoubtedly lose.

Lucid does provide op-out, which I did not do, and that is 100% on me. But I have now fulfilled the mandatory arbitration clause.

I actually like the car, it handles great and looks great, its just perpetually broken. Two service centers have now requested buybacks on their own because they can't fix it and are tired of trying. Alas....

Anyways on the topic, I think they probalby lost some support staff or are (hopefully) training new ones. I do 100% believe this is not the experience Lucid wants to give, like I don't think they are happy with it either. Or maybe setting up an offshore call center, which I'm also not categorically opposed to. Its 2026, call centers can be alright.
 
knewman said:
Is this a dark pattern? It's certainly never been an impetus for me to hang up when I encounter it. I assumed the voice prompt is due to the short music loop, whoever configured it probably never bothered to change the default.
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I've always known it to be, but it looks like it's controversial: https://medium.com/cxinnovations/waiting-on-hold-shouldnt-have-to-be-so-painful-2cdce200c0f4

Certainly doing it once a minute is disruptive. Every 5-10, especially if informative, would be better.
 
As usual, the local SC comes through when the company doesn't -- it was about to rain so we dropped off the car tonight (rather than tomorrow) and have an Air loaner overnight. Hopefully I can report success in the morning... but I have no idea what I'd do if this happened anywhere but here!
 
jered said:
As usual, the local SC comes through when the company doesn't -- it was about to rain so we dropped off the car tonight (rather than tomorrow) and have an Air loaner overnight. Hopefully I can report success in the morning... but I have no idea what I'd do if this happened anywhere but here!
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Sure hope they know to park it inside unlike mine which was left outside with the window down for a week. Thankfully no rain here, just dust and dirt.
 
RandomDesign said:
Sure hope they know to park it inside unlike mine which was left outside with the window down for a week. Thankfully no rain here, just dust and dirt.
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They were already working on it; unfortunately initial concern was that it was a wiring harness issue and not just the regulator, so it could take a week (rather than picking up in the morning). I do trust the Natick SC to do the right thing.

(If I wanted a car that had this many problems, I would have bought something Italian!)
 
socktucker said:
Lucid Sales Contract requires forced arbitration, which many of us are in/or doing. Unfortunatly Lucid is just no longer responding from their usual buyback department where you have to start. They are backed up who knows how long now, because there are probably hundreds or thousands going through this. Including me, again.

They had my car for 120 days and this is their stance (per their attorney). "Lemon Laws apply to manufacturer Lucid USA Inc. Lucid USA Inc does not service cars, it only manfactures cars. You got your car at Lucid Service Center (because they deliver through Service in Washington) so Lemon Law doesn't protect you. Lucid Service is done by Lucid Service, INC and is a shell company that they own for the purpose of delivering and servicing vehicles made by Lucid USA [paraphrasing here] As such, your lemon laws do not apply." He went further to say that all the failed parts are due to "shoddy repair work" (his words, not mine), as such, they refuse buyback under lemon law". So you have to sue them. Its insane, even my lawyer says he hasn't seen anything like it. They are denying buyback requests from their own service department. They even have Service employees paid by a different company than the manufacturing employees.

Thats my personal anecdote, im under no NDA, and its all true. I thought about making a big thread about it but I'm just exhausted at this point.
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I think Lucid’s sold <40,000 cars in the US including Air and Gravity and that may be high.

“Hundreds of thousands” is a very hyperbolic comment.

Not defending Lucid in any way. However, ANYONE buying a $70,000+ car should do a modicum of research. If they were to do five minutes of research on the internet they would be aware of most of these issues.

Are they acceptable? Not at all. That’s why the stock is so low, among other things. Should they be a surprise to anyone buying a Lucid? No. Does it suck? Yes. Am I frustrated? Yes. Did I know what I was getting into a year ago? 100%.

Great cars, struggling company that very well may not make it and can’t seem to stop punching themselves in the face.

As I’ve said many times on the forum - caveat emptor.
 
socktucker said:
I like it because I know I'm not on forever hold. Dark Pattern would be if it like played Hamster Dance in your ear.
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I hate the hold that breaks in with a recorded voice regularly, because it makes it hard to concentrate on something else as I wait. And with or without the recorded voice, you could still be on hold forever.
 
Ron_Burgundy said:
Are they acceptable? Not at all. That’s why the stock is so low, among other things. Should they be a surprise to anyone buying a Lucid? No. Does it suck? Yes. Am I frustrated? Yes. Did I know what I was getting into a year ago? 100%.
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I 100% expected the car to be buggy, for there to be lots of software quirks and updates and missing features, and for there to be recalls and service visits.

I did not expect the primary problems to be with components for which there are huge numbers of OEM suppliers with long track records, like "keys" and "window motors". These are not the areas I expected the company to try to "innovate".

I also did not expect that nobody would even answer the phone when I called to get problems resolved. That's the most unacceptable part of the whole situation.
 
Ron_Burgundy said:
I think Lucid’s sold <40,000 cars in the US including Air and Gravity and that may be high.

“Hundreds of thousands” is a very hyperbolic comment.

Not defending Lucid in any way. However, ANYONE buying a $70,000+ car should do a modicum of research. If they were to do five minutes of research on the internet they would be aware of most of these issues.

Are they acceptable? Not at all. That’s why the stock is so low, among other things. Should they be a surprise to anyone buying a Lucid? No. Does it suck? Yes. Am I frustrated? Yes. Did I know what I was getting into a year ago? 100%.

Great cars, struggling company that very well may not make it and can’t seem to stop punching themselves in the face.

As I’ve said many times on the forum - caveat emptor.
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Hundreds OR thousands lol

I thought the Air bugs were all worked out and they were better than Tesla because that’s what Lucid told me 🤷 but yes, caveat emptor
 
jered said:
I 100% expected the car to be buggy, for there to be lots of software quirks and updates and missing features, and for there to be recalls and service visits.

I did not expect the primary problems to be with components for which there are huge numbers of OEM suppliers with long track records, like "keys" and "window motors". These are not the areas I expected the company to try to "innovate".

I also did not expect that nobody would even answer the phone when I called to get problems resolved. That's the most unacceptable part of the whole situation.
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Totally get it and these are the reasons I chose to lease. And I agree it’s certainly super annoying that the power windows, as an example, which never failed on my 1988 Oldsmobile can’t seem to be 99.999% on my 2026 Gravity.

BUT - we have a Tesla and a Rivian and both have pretty terrible service waits and Tesla won’t ever pick up - everything is through the app and very delayed. Shockingly, communication is far better from our Lucid SC when the Gravity is in service than Tesla and Rivian. But that could just be our various SCs.

That’s not a defense of Lucid, more an example of how hard it appears to be to scale as Tesla has had well over a decade and Rivian has had about as long as Lucid, I think. And Tesla did it with crazy tax incentive tailwinds from the government for the company and buyers.
 
merveille07 said:
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.
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Margie, please print out a copy of this chat and show it to Napoli! This not the way to treat your customers! Just hire people just to answer the phone. How difficult is that? Thank you!
 
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