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

TroyC said:
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.
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Yeah. They can do this but no one to answer the phone or get back in a timely fashion.
 
Professor Y Cars said:
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....
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Dang. I’m headed into Costa Mesa in October for some stuff. Guess I should not expect my Gravity back for my road trip in November.
 
Interesting that I just received this today. Haven’t filled it out yet

IMG_0308.webp
 
socktucker said:
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.
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I just opted out. Glad I read this post.
 
gaskiller said:
Yeah. They can do this but no one to answer the phone or get back in a timely fashion.
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And if the phone doesn't work at least make the online service requests actually respond that its been in a queue somewhere and progressing....I file a request, wait a week, then manually call the studio, route to service and then I get someone who can look in the system and officially schedule something...
 
My Aug 21 inquiry to customer care about a simple charging related question was answered immediately and expertly with an AI voice exchange. Way to go Lucid!
 
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.
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Customer Care has been on a downhill path. I have not been receiving updates to my 2022 GT for 3 months now and repeated calls to customer care get no attention.
 
For those who are unhappy with the scope of upcoming changes and the pace may I point out
This is a new team
You don’t make unattainable promises on an uncertain timeline
SMART goals, the A is attainable, the T is time bound
Lots of small steps occurring when they are supposed to is far better than big steps that miss on deliverables and dates
 
Birdog said:
Customer Care has been on a downhill path. I have not been receiving updates to my 2022 GT for 3 months now and repeated calls to customer care get no attention.
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Maybe time to call service instead?
 
Aka-none said:
For those who are unhappy with the scope of upcoming changes and the pace may I point out
This is a new team
You don’t make unattainable promises on an uncertain timeline
SMART goals, the A is attainable, the T is time bound
Lots of small steps occurring when they are supposed to is far better than big steps that miss on deliverables and dates
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Cool well they still don’t respond to customers and it’s worse than it ever was.
 
Outcome:
Job: 1 Front Door

Concern: Customer states the passenger front window does not close - D/F regulator was recently replaced - also noted at intake the passenger front handle does not present - check and advise

Cause: Anti-pinch still activates.

Corrections: Replaced the RF door window regulator. Repeated glass position adjustments and regulator initialization. Tested window function. The window now operates normally.
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I got a reponse today from someone saying they are mediation specialist, but it doesn't make any sense, its some sort of offer to accept a credit and...I'm not sure what they are wanting. It doesn't address that the car is still broken and Rocklin service wants to ship it to some body shop in Utah to try and fix the roof after the 6th failed attempt. It is so strange, I don't think this guy is actually a mediation specialist maybe somebody just filling it. I sent it to my lawyer because it legit doesn't make sense.
 
socktucker said:
I got a reponse today from someone saying they are mediation specialist, but it doesn't make any sense, its some sort of offer to accept a credit and...I'm not sure what they are wanting. It doesn't address that the car is still broken and Rocklin service wants to ship it to some body shop in Utah to try and fix the roof after the 6th failed attempt. It is so strange, I don't think this guy is actually a mediation specialist maybe somebody just filling it. I sent it to my lawyer because it legit doesn't make sense.
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FWIW. If you have a legitimate legal dispute with Lucid you will do yourself no favors by attempting to litigate it here. Any attorney worth his fee will give you the same advice. And if you are represented by an attorney the company should be speaking to him/her and not you directly.
 
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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Yo you were at Monterey Car Week? I was there too, we should start putting in addition to our names our Lucid forum names
 
Northpointe said:
FWIW. If you have a legitimate legal dispute with Lucid you will do yourself no favors by attempting to litigate it here. Any attorney worth his fee will give you the same advice. And if you are represented by an attorney the company should be speaking to him/her and not you directly.
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Yup.
 
mike1121 said:
I received a callback within 5 minutes last week.
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I just called myself and hit the call me back option and received a call back that same day and an appointment in a week. I of course called my service center not sure why people aren't doing that for actual service needs unless you are stranded on the side of the road on a weekend.
 
DrJBell said:
I just called myself and hit the call me back option and received a call back that same day and an appointment in a week. I of course called my service center not sure why people aren't doing that for actual service needs unless you are stranded on the side of the road on a weekend.
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What makes you think we aren't? I called the Houston SC and the Dallas mobile dispatch numbers multiple times when I was trying to replace my bent wheel and schedule my 24k mile service.

The only call back I ever got was an automated call back which said, ( slightly paraphrased as I don't remember the exact wording) "Sorry, there are no service representatives available to help you (click)"

That's literally the only response I got
 
Hi, everyone. I am sorry to hear about the frustrations some of you have experienced. You are welcome to direct-message me. I am happy to assist you in what capacity I am able to. I know that the team is working hard to support you, but there are opportunities to do better.
 
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