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From a Customer Care Operational Standpoint, the texting is not really practical when trying to create a profile for you as the customer on the backend. Those messages are not stored under case numbers or anything which can be a headache later as all of that information needs to be collected.

I need to find your full case story. I am intrigued. I worked and developed that whole team (Customer Experience) or Buyback team. They were amazing people. I wish I would have joined this site sooner (didn't know it existed) I could have given you best steps.

ormer (Cust Experience Employee) - They have disbanded the entire team and have recently parted ways with Head of Customer Care 6 months ago and transitioning over to Michigan from Newark, CA HQ - Outsourcing essentially. That means most if not all knowledge has probably been lost in regards to...

😅

Have Parts order them for you?

They (Customer Care) are going to tell him to have the vehicle diagnosed and assessed at Service & Bodyshop. They (Service MGR) would have to determine whats covered under Warranty and whats Customer Pay. Customer Care can't make that decision over the phone.

Ok, completely understand your concern and frustration in regards to your hesitation on driving it. What I would do is make sure you collect the paper work and findings from the approved Bodyshop (Conan's). They should have created a Case Number when they examined and diagnosed the vehicle...

Dept Head of Customer Care was laid off 6months ago. Most likely they are re-building and re-staffing.

Not really, they are not authorized to approve warranty work. That’s more of a trained service manager at a lucid location. Body shop is assessing the damages and sending photos for someone else (service manager) to review if it’s covered under lucid warrant or customer responsibility.

Oh, ok that makes more sense. So they haven’t warranty approved it, they just stated any part right now will take a 3/4 week minimum. Customer care can’t expedite unfortunately and Parts is not customer facing. Customer Care would only reach out to parts with your info as they would tell...

Hahah . Damnnn they don’t care! They have been through 8 attorneys since I have left. No one wants to stay or be responsible

“The tech asked me to go and get it checked with approved local body shop repair. Welll… they checked and told me that no signs of impact and it’s a warranty issue. They sent the report back to lucid on their standard system. But no call back from lucid.” Wait, stop. How are they (this local...

To then hire them all back? They That’s horrible! I wonder why. They were already a a small team. Now they are looking for customer care reps to back fill In Michigan. Maybe that’s why everything is so slow .

But… it’s not designed to do that, love. It’s not a magic wand, it’s a key still. You would still need to unlock the vehicle if only one door is ajar.

The last thing I would be referencing from RR is the keys. That’s the least of your worries.

I am shocked that you need to “text” Customer Care to get a response. It defeats the purpose of being a CRM Retaining Tool. Agents needs to capture your information for correct record keeping and data purposes, not go find text messages threads on random iPhone. The CustExp. Used to be IN...

Hi Sock, As of May of this year, Yes. (finally!) BUT! I am also a former Porsche Cars North America, Mercedes Benz USA & Lucid Motors Employee where I served under different depths including Customer Advocacy, Retention, Risk, Arbitration, Legal & Escalations (including Lemon Law Buy Back &...

RULES ON TIRES: -Tires ( and breaks ) are and will forever be considered wear & tear items that are NOT covered under the vehicle’s manufacturer warranty. Period. -Lucid DOES NOT pay or cover payment for tires if vehicle is towed to a Lucid Service Center. You would essentially be over paying...

OMG NO. 52 is way to high. Check interior of charging flap it will display what is recommended. Keep in mind tire pressure changes with the road temperature and weight. Most of the time it’s fine if it fluctuates. Anything below 30-20ish should be addressed.

We’re all the objects on the passenger side? On the seat? (Keys, Laptop Bag, Phone? )