- Joined
- Sep 25, 2024
- Messages
- 20
- Reaction score
- 12
- Cars
- Lucid Air Touring 2025
Vehicle: Lease (Oct 31, 2024) - 2025 AT, Blue Stealth with Glass Canopy, 19" wheels, 20-way seats, PurLuxe Interior, DD-Premium
Issue: About 2 weeks in, the driver side 'backrest width' setting started having issues. The left-side outward/inward motion started clicking and wouldn't open/close all the way. I compare it to a dislocated shoulder. The motor would click and never open/close the left-side backrest width fully.
Service: I called customer service and they worked with me through the problem. I explained the issue and they had me do the standard reset troubleshooting. They said the car needed to be brought into service and a ticket was opened to KoP service center. I did not hear back within a couple days, so I called KoP to explain the problem. They said the car had to brought in and the next service appointment was Dec 19. There were several emails exchanged back and forth explaining the problem along with adding more issues for them to troubleshoot. Each time a change is made to the service request, a new service auth is required. I was told Dec 20 that they didn't have space and that they would work on it after Christmas which I understood. I explained again that I wanted someone to test the seat before the holidays because most likely a new seat assembly would be required. The rep said they would do that and get back to me. They did not get back to me. On Friday, Dec 27, I'm told everything is fixed and a seat 'homing' was done which solved the problem. When I checked to sign off on the completed the service auth, the description of the seat issue had been shrunk down to - seat makes a clicking sound. I immediately emailed back and told the rep explicitly how to test the seat to make sure it's working before returning my vehicle on Monday, Dec 30. On Monday morning, the person returning the vehicle texted me to let me know they were on their way and I responded back asking to confirm the seat is tested before they leave. The person confirmed seat is working. Not to my surprise, when I tested the seat. It was still the same original issue and had to show the driver exactly what was wrong. They took video of the issue and drove my car back. Today, I'm called that the seat assembly needs to be replaced and it's expected to take 2 weeks to get a new one. They won't know a date until Tuesday. I voiced my frustration that I over communicated the problem, how to test, and several requests to test. The response back was it would have been helpful is there were pictures and video like the driver provided so there wasn't a gap in understanding.
Lessons Learned: There is no communication between phone customer service, service advisors, and service techs on reported issues. Make sure the service auth is explicit in the problem you're experiencing along with replication steps. All other communications are irrelevant since the actual service techs don't see any of those communications. Proactively provide pictures & video to avoid being told you should have provided them in the beginning.
Current Lucid Experience: Lucid is by far the best vehicle I have ever drove. The driving experience is where my positive experience with Lucid ends and that's disappointing. The software needs more work - lack of AA, screens are limited to whatever mode is active (can't have nav on top and music on bottom), DD doesn't have lane centering outside of cruise control, the post-deposit/sale experience had several drops in communication and required constant follow-up from me on missed deadlines, and now this poor service experience. I'm glad this car is a lease.
Issue: About 2 weeks in, the driver side 'backrest width' setting started having issues. The left-side outward/inward motion started clicking and wouldn't open/close all the way. I compare it to a dislocated shoulder. The motor would click and never open/close the left-side backrest width fully.
Service: I called customer service and they worked with me through the problem. I explained the issue and they had me do the standard reset troubleshooting. They said the car needed to be brought into service and a ticket was opened to KoP service center. I did not hear back within a couple days, so I called KoP to explain the problem. They said the car had to brought in and the next service appointment was Dec 19. There were several emails exchanged back and forth explaining the problem along with adding more issues for them to troubleshoot. Each time a change is made to the service request, a new service auth is required. I was told Dec 20 that they didn't have space and that they would work on it after Christmas which I understood. I explained again that I wanted someone to test the seat before the holidays because most likely a new seat assembly would be required. The rep said they would do that and get back to me. They did not get back to me. On Friday, Dec 27, I'm told everything is fixed and a seat 'homing' was done which solved the problem. When I checked to sign off on the completed the service auth, the description of the seat issue had been shrunk down to - seat makes a clicking sound. I immediately emailed back and told the rep explicitly how to test the seat to make sure it's working before returning my vehicle on Monday, Dec 30. On Monday morning, the person returning the vehicle texted me to let me know they were on their way and I responded back asking to confirm the seat is tested before they leave. The person confirmed seat is working. Not to my surprise, when I tested the seat. It was still the same original issue and had to show the driver exactly what was wrong. They took video of the issue and drove my car back. Today, I'm called that the seat assembly needs to be replaced and it's expected to take 2 weeks to get a new one. They won't know a date until Tuesday. I voiced my frustration that I over communicated the problem, how to test, and several requests to test. The response back was it would have been helpful is there were pictures and video like the driver provided so there wasn't a gap in understanding.
Lessons Learned: There is no communication between phone customer service, service advisors, and service techs on reported issues. Make sure the service auth is explicit in the problem you're experiencing along with replication steps. All other communications are irrelevant since the actual service techs don't see any of those communications. Proactively provide pictures & video to avoid being told you should have provided them in the beginning.
Current Lucid Experience: Lucid is by far the best vehicle I have ever drove. The driving experience is where my positive experience with Lucid ends and that's disappointing. The software needs more work - lack of AA, screens are limited to whatever mode is active (can't have nav on top and music on bottom), DD doesn't have lane centering outside of cruise control, the post-deposit/sale experience had several drops in communication and required constant follow-up from me on missed deadlines, and now this poor service experience. I'm glad this car is a lease.
