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Poor recall services

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jaehoonyu

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Cars
2024 Air Pure
Hi,
I am not sure what is going on with Lucid customer service. I contacted customer service 3 months ago for the first recall issue on my 2024 Air Pure, which was then followed by another shortly after. I have contacted customer service 4 times in the past 3 months, but I have not been contacted by their technicians for the service, except sometime in mid-June. I am getting quite frustrated with their poor service record, which is quite different than before. Given the time needed for the service, I asked for a loaner. This shouldn't be taking three months! I also have never been able to speak to a customer service agent during my call. I always get disconnected after a long wait or have to enroll in the auto call-back. Is LUCID in danger of bankruptcy? Does anyone have a better experience these days?
 
jaehoonyu said:
Hi,
I am not sure what is going on with Lucid customer service. I contacted customer service 3 months ago for the first recall issue on my 2024 Air Pure, which was then followed by another shortly after. I have contacted customer service 4 times in the past 3 months, but I have not been contacted by their technicians for the service, except sometime in mid-June. I am getting quite frustrated with their poor service record, which is quite different than before. Given the time needed for the service, I asked for a loaner. This shouldn't be taking three months! I also have never been able to speak to a customer service agent during my call. I always get disconnected after a long wait or have to enroll in the auto call-back. Is LUCID in danger of bankruptcy? Does anyone have a better experience these days?
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Not in danger of bankruptcy. I never hold. dont have time to sit on the phone. Always have chosen call back and always called back. Service is overwhelmed right now and they are staffing up. However I did get a call back, scheduled my appointment and took my car in.
 
jaehoonyu said:
Hi,
I am not sure what is going on with Lucid customer service. I contacted customer service 3 months ago for the first recall issue on my 2024 Air Pure, which was then followed by another shortly after. I have contacted customer service 4 times in the past 3 months, but I have not been contacted by their technicians for the service, except sometime in mid-June. I am getting quite frustrated with their poor service record, which is quite different than before. Given the time needed for the service, I asked for a loaner. This shouldn't be taking three months! I also have never been able to speak to a customer service agent during my call. I always get disconnected after a long wait or have to enroll in the auto call-back. Is LUCID in danger of bankruptcy? Does anyone have a better experience these days?
Click to expand...
Poor service can be very easily rectified….companies only go bankrupt if they can’t get funding. Lucid is well funded and backed by oil rich Saudi.
 
Thanks for both of your comments! While I understand that the customer service is stretched, the fact that they are strained much more significantly compared to even earlier this year, makes me feel uncomfortable. I asked one of the reps what is going on at LUCID, he indicated that there was a leadership change, and that restructuring is underway. I sincerely do hope that they prosper. I hope that my issues are taken care of in a timely fashion.
 
My experience with the Gravity back seat recall was excellent. They came to house quickly to see if the quick fix would work. Unfortunately they could not complete it there. They scheduled me for service quickly and took a couple of hours. I thought it was handled well.
 
wowbagger said:
My experience with the Gravity back seat recall was excellent. They came to house quickly to see if the quick fix would work. Unfortunately they could not complete it there. They scheduled me for service quickly and took a couple of hours. I thought it was handled well.
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I had a completely different experience.

Scheduled my service with Torrance service department sometime in May for a July 27th appointment (first available appointment) for the 2nd row recall.

Car spent 1 week sitting in queue before even being looked at. Tech determined the 2nd row needed replacement to cover recall. Seat was on back order and took another 2 weeks to arrive. Car sat in queue again for the entire duration even though there were multiple items on the service ticket to be inspected and diagnosed. Even after the 2nd row arrived, it took the team another 3 days before installing it. Then it took another half week to notify me that the service manager or whoever was no longer there.

After waiting almost an entire month just to have the car serviced for the recall, I gave up on having the other issues diagnosed. I was not going to have my car sit there for another month collecting dust while I’m still dishing out the equivalent of a home mortgage payment.

Worst service level I’ve ever experienced from an automotive dealership.
 
Our experience was with Atlanta. I called twice. On the second call I requested an automated callback and it happened later in the day. I asked about getting my car in for service before we left for vacation, but was told they were scheduled out and we set an appointment to get it in when we returned in June. We needed the recall done, a coolant valve serviced, a rear reflector replaced and the frunk alignment checked. The scheduled car pickup happened, but I did need to call them to get the complimentary rental set up. That part happened quickly. I was already aware, from the forum, that service was taking longer than usual. I waited 3 weeks before following up. i could tell from Live View that some work was being done on it. I was told that the work was underway and that they were arranging transport for mid-week. It was actually late-week when they sent it back. All the work was done correctly and it was freshly cleaned. Rental dropoff was no problem. Everything was covered by warranty.

So, other than taking longer than it should and communication being sparse, I wasn't unhappy with the service. I've never had door to door service or a complimentary rental with any of my other vehicles. That part felt like luxury treatment.
 
240 said:
I had a completely different experience.

Scheduled my service with Torrance service department sometime in May for a July 27th appointment (first available appointment) for the 2nd row recall.

Car spent 1 week sitting in queue before even being looked at. Tech determined the 2nd row needed replacement to cover recall. Seat was on back order and took another 2 weeks to arrive. Car sat in queue again for the entire duration even though there were multiple items on the service ticket to be inspected and diagnosed. Even after the 2nd row arrived, it took the team another 3 days before installing it. Then it took another half week to notify me that the service manager or whoever was no longer there.

After waiting almost an entire month just to have the car serviced for the recall, I gave up on having the other issues diagnosed. I was not going to have my car sit there for another month collecting dust while I’m still dishing out the equivalent of a home mortgage payment.

Worst service level I’ve ever experienced from an automotive dealership.
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My good experience was with Torrance too. When I had my Audi, I had a similar experience with the dealer down the street. Ugh.
 
It looks like the service records are quite erratic, some have good experience while others have unideal response time. I am not even close. The two recall service requests I have been working on to resolve do not even get a date for services at all. This is even after calling them over 5 times (4 of which I spoke to the customer service rep) during the past three months. I had other issues I want them to resolve, which I have been building up the records. They ask me to send it to them via email. I have done it twice but did not even get an acknowledgment of receipt. I must say I am quite disappointed.
 
jaehoonyu said:
It looks like the service records are quite erratic, some have good experience while others have unideal response time. I am not even close. The two recall service requests I have been working on to resolve do not even get a date for services at all. This is even after calling them over 5 times (4 of which I spoke to the customer service rep) during the past three months. I had other issues I want them to resolve, which I have been building up the records. They ask me to send it to them via email. I have done it twice but did not even get an acknowledgment of receipt. I must say I am quite disappointed.
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I had a laundry list of things that I wanted them to check as well since it took me 3 months to get a service date. I had no idea that it would take a week for them to even look at the car even after dropping it off!

I had to end up canceling several items because I didn’t want to keep my car there any longer. Once my lease is up, I’ll most likely be getting another Tesla. My existing Model Y was able to get a service appointment within 1 day of submitting the service request through the app.
 
Hello, my commonly frustrated Lucid Friends.
I have been having issues with my 2026 Grand Gravity as well.
I picked up the car at the end of April.
Immediately, I had issues with the windows, and the mobile service was "PROMPT". (semi-fixed)
Missing lower plastic panel, Rear screen flickering on/off, windows not closing.
Now, I am not able to use the mobile repair. Prompt to call or email.
I have called and left messages 5 times and emailed 4 times. No Response
I traded in my 2023 Tesla Model X Plaid for the Grand Gravity.
I had numerous issues with my Tesla, but they were addressed right away.

Is anyone having similar issues with customer service?

Johnny
 
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I had a couple of issues taken care of through their mobile service teams last year. I called up their customer service, and the technical service team contacted me within a couple of days, a week tops, and fixed the issues relatively promptly. It is quite differernt now. This is why I feel that something is not quite working at Lucid. Whoever is in the leadership, they must do better job than this, in particular when there are critical safety related recall issues that must be done at their service centers.
 
The new CEO has acknowledged the problem, and it seems like they are making it a priority to improve things. Of course, time will tell. I entirely sympathize with the comments that say someone plans to bail out of Lucid when their lease is up. But I'd certainly hope that Lucid makes a big improvement in service responsiveness before we get into next year.
 
jaehoonyu said:
Hi,
I am not sure what is going on with Lucid customer service. I contacted customer service 3 months ago for the first recall issue on my 2024 Air Pure, which was then followed by another shortly after. I have contacted customer service 4 times in the past 3 months, but I have not been contacted by their technicians for the service, except sometime in mid-June. I am getting quite frustrated with their poor service record, which is quite different than before. Given the time needed for the service, I asked for a loaner. This shouldn't be taking three months! I also have never been able to speak to a customer service agent during my call. I always get disconnected after a long wait or have to enroll in the auto call-back. Is LUCID in danger of bankruptcy? Does anyone have a better experience these days?
Click to expand...
Hi, @jaehoonyu. I am sorry to hear about your experience. I sent you a DM. Let me know how I may be of assistance.
 
JAFTL5 said:
Hello, my commonly frustrated Lucid Friends.
I have been having issues with my 2026 Grand Gravity as well.
I picked up the car at the end of April.
Immediately, I had issues with the windows, and the mobile service was "PROMPT". (semi-fixed)
Missing lower plastic panel, Rear screen flickering on/off, windows not closing.
Now, I am not able to use the mobile repair. Prompt to call or email.
I have called and left messages 5 times and emailed 4 times. No Response
I traded in my 2023 Tesla Model X Plaid for the Grand Gravity.
I had numerous issues with my Tesla, but they were addressed right away.

Is anyone having similar issues with customer service?

Johnny
Click to expand...
What area?
 
TahoeMichael said:
The new CEO has acknowledged the problem, and it seems like they are making it a priority to improve things. Of course, time will tell. I entirely sympathize with the comments that say someone plans to bail out of Lucid when their lease is up. But I'd certainly hope that Lucid makes a big improvement in service responsiveness before we get into next year.
Click to expand...
Don’t get me wrong. My wife and I went all in with the Gravity by ordering a fully loaded model costing $140k after taxes. But this past service experience and the ongoing software glitches have ruined the ownership experience.
 
jaehoonyu said:
I am in North Texas, and the closest service center is in Houston, 4 hours away. I hope they come and pick up my car and provide a loaner Lucid vehicle, same class or higher.
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Oh yeah. Houston. Yikes. Supposedly they’re opening another one in Dallas soon.
 
socktucker said:
Oh yeah. Houston. Yikes. Supposedly they’re opening another one in Dallas soon.
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Yeah, this was what I thought, in Fort Worth, but I haven't heard anything on it clearly yet. Keeping my fingers crossed.
 
I had the bolt replacement fixed on my Air within about a week of initially reaching out. Service has been very responsive when I've needed it down here.
 
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