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2 MONTHS until the next available service appointment!

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Pejorative

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Apr 17, 2024
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Cars
Lucid Air Grand Touring
I've been having issues with DD Pro not working arbitrarily. I contacted service, and after two weeks of playing phone tag, they were finally able to offer me an appointment on JUNE 2 - in 2 months! How ridiculous?!?

It seem so odd that a luxury car company has ZERO focus on customer service.

But c'est la vie.

If I have an issue with my Toyota truck I can take it in the same day.
 
Pejorative said:
I've been having issues with DD Pro not working arbitrarily. I contacted service, and after two weeks of playing phone tag, they were finally able to offer me an appointment on JUNE 2 - in 2 months! How ridiculous?!?

It seem so odd that a luxury car company has ZERO focus on customer service.

But c'est la vie.

If I have an issue with my Toyota truck I can take it in the same day.
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The wait is shorter if your car has an issue that makes it undrivable, fwiw.

But yes, many service center are short-staffed/overwhelmed at the moment. It is not the service centers’ fault, so please be kind if you can.

I *hope* Lucid is hiring for service like mad.
 
Yes, I told them all the issues were not preventing my car from driving, they managed to get a mobile service out 3 weeks from my request time due to a cancelation, otherwise I bet it would be after the recalls.
 
Pejorative said:
I've been having issues with DD Pro not working arbitrarily. I contacted service, and after two weeks of playing phone tag, they were finally able to offer me an appointment on JUNE 2 - in 2 months! How ridiculous?!?

It seem so odd that a luxury car company has ZERO focus on customer service.

But c'est la vie.

If I have an issue with my Toyota truck I can take it in the same day.
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It’s definitely unreasonable to have to wait 2 months but so is comparing Lucid vs. Toyota service availability.
 
Pejorative said:
I've been having issues with DD Pro not working arbitrarily. I contacted service, and after two weeks of playing phone tag, they were finally able to offer me an appointment on JUNE 2 - in 2 months! How ridiculous?!?

It seem so odd that a luxury car company has ZERO focus on customer service.

But c'est la vie.

If I have an issue with my Toyota truck I can take it in the same day.
Click to expand...
When I had my BMW the dealer couldn't always get to it right away but it always offered me a loaner while I waited. Did Lucid offer you a loaner?
 
Yeah but the good news is that after waiting 2 months for your appointment, you will only have to wait another 3-4 weeks for the service to get done.
 
They have some sort of priority system. Lucid Seattle damaged my Air, twice, failed several repairs and shipped it back to me. Obviously I was livid. Lucid Rocklin took over, called me on a Monday, shipped me loaner Gravity on a Wednesday, and started working on my Air that Friday. They had to replace 3 door handles, glass bow, repair Seattles wiring to the A and B pillars and headliner, repair roof rail, replace parcel shelf again and diagnose suspension clunk. Should take about a week. However, I got this expedited service due to repeated service failures by Lucid Seattle-I think. I am also about to go to arbitration for lemon law but I don’t know if service knows that.

So there is some sort of queue they have, and/or they’re changing how they do things. It also worth noting that Seattle is also a delivery center and I think I saw a total of 4-5 people working there. Terribly understaffed. I can see why they’d book minor things out for months and service recalls, major issues, and redos first.
 
socktucker said:
They have some sort of priority system. Lucid Seattle damaged my Air, twice, failed several repairs and shipped it back to me. Obviously I was livid. Lucid Rocklin took over, called me on a Monday, shipped me loaner Gravity on a Wednesday, and started working on my Air that Friday. They had to replace 3 door handles, glass bow, repair Seattles wiring to the A and B pillars and headliner, repair roof rail, replace parcel shelf again and diagnose suspension clunk. Should take about a week. However, I got this expedited service due to repeated service failures by Lucid Seattle-I think. I am also about to go to arbitration for lemon law but I don’t know if service knows that.

So there is some sort of queue they have, and/or they’re changing how they do things. It also worth noting that Seattle is also a delivery center and I think I saw a total of 4-5 people working there. Terribly understaffed. I can see why they’d book minor things out for months and service recalls, major issues, and redos first.
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Lucid Rocklin is very good. Top notch service anytime I’ve gone there for service plus some of the other times just to see what’s new.
 
Picked up my GGT on Friday after spending 3 1/2 weeks waiting on service (Houston). Next day rear passenger door handle refuses to present and weather stripping is sagging (about to fall off). Went into service app on phone and there were NO available appointments for Houston service center.

After playing with interior door release a couple times, was able to get exterior door handle to release. Hopefully this works long time. If not and Lucid wants me to leave car at service center for another month, I might be talking to lawyer about Lemon law.

As for the weather stripping, I might try to call Lucid customer service to see if they would send me a replacement piece (it looks to be be just basic peal and stick) or ideally see if I can get mobile service to come by house and repair. If this was at my friendly local Mercedes dealership, I am sure I could swing by and have it fixed while I waited in about 1/2 hour.

For right now (until this is fixed) I would seriously rethink buying a Lucid if you live in Houston area. If you have any issues, you will be out of car for weeks to months.
 
I would like to know what the secret is for getting someone to call you back or return a call. Over the last month countless unreturned messages with local service center-Goose Island Chicago. Same with calls to customer service. Also tried txting the two local techs that were responsive in the past and both failed. Assume they’re no longer there. Lucid needs to get after the sale support sorted out soon.
 
translux said:
I would like to know what the secret is for getting someone to call you back or return a call. Over the last month countless unreturned messages with local service center-Goose Island Chicago. Same with calls to customer service. Also tried txting the two local techs that were responsive in the past and both failed. Assume they’re no longer there. Lucid needs to get after the sale support sorted out soon.
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Maybe just show up if not too far away.
 
translux said:
I would like to know what the secret is for getting someone to call you back or return a call. Over the last month countless unreturned messages with local service center-Goose Island Chicago. Same with calls to customer service. Also tried txting the two local techs that were responsive in the past and both failed. Assume they’re no longer there. Lucid needs to get after the sale support sorted out soon.
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I think it depends how, or if, it’s staffed.
 
Pretty much my only non-resolved complaint against Lucid in my Air ownership experience. For Millbrae service center at least, have never been able to reach service via phone, and have never gotten a call back. Have (the two times I needed it) had to drive there to schedule (fortunately only 20 mins away). That said, every other aspect has been exemplary. Subsequent service and communication (via text to service personnel once scheduled) has been as good as I could have asked for, it's just the initial contact that's been my issue.
 
translux said:
I would like to know what the secret is for getting someone to call you back or return a call. Over the last month countless unreturned messages with local service center-Goose Island Chicago. Same with calls to customer service. Also tried txting the two local techs that were responsive in the past and both failed. Assume they’re no longer there. Lucid needs to get after the sale support sorted out soon.
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I called the studio and then used the routing to Goose Island and this worked. Apparently they changed their phone system and something no longer routes from the website. I also have direct email and text with the Service team.
 
I just had a mobile service, and it went well.

Here is the summary of work:
5 of 8 items completed. 3 were inspections for various trims and TSC. 1 was reattaching my trunk strike plate. 3 will have to be followed up in 2 weeks in the Service center (2nd row seat recall, 2nd row outlet, canopy trim and alignment). The last was that base sound system there is no fix. It's pretty weak sauce to me, but the base Surround System HAS no speakers in the 3rd row, just grills there. I'd rather no grills or just put some speakers....

I have a great relationships with the SC. They are changing their process, to try to do upfront work on Mobile service and then order parts and bring your car in when things are available. I feel like this is like with the lease return issues, they are well aware of it but it will take a couple months to put new process in and correct things. He said the bad actors are Gravities. For the Air, they have a fully built out troubleshooting and diagnostic fault tree, so they generally know how to correct it if parts are available. For Gravity, they have none of this and are building as they go. It involves back and forth with engineering, trial and error which is leading to long sitting times. I continue to ding them on the surveys for accessibility and scheduling issues in the app, portal and phone system.
 
Its unfortunate you had to wait so long. Its odd the time line was so far out , ive had no issue getting service appointments quickly when i ran into issues. I recommend calling the service center instead of calling lucid customer service.
 
east coast DMV area, app is not working to schedule service, they aren't answering the phone(been calling for 2 weeks). I will have to drive down there just to schedule an appt
 
LucidPea said:
east coast DMV area, app is not working to schedule service, they aren't answering the phone(been calling for 2 weeks). I will have to drive down there just to schedule an appt
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Also DMV, Tyson's Corner service center. I made an appointment 5 weeks out to have the upgraded computer installed on my '22 Air GT. I made it clear that I would need a loaner. I was on my way to the appointment when I got the call-- No loaner available and service center backed up-- the car would probably be there for an unspecified length of time. I rescheduled for 2 months later. Fingers crossed.
 
While I've only needed service for my Air a couple of times (once the day after I drove it off the lot and for first annual service), I've never been able to reach Millbrae service or get a call back, ever. Had to drive there both times and got service set up immediately (mentioned this before). After that, service experience was exceptional. I do have the cell for a couple of techs there so maybe I'll try that next time if the situation does not improve (has not in well over a year)

What made me think about that this last weekend was our 2 year old Audi Q8 Etron stopped communicating (no cell service so no app, and some other systems affected - car has been pretty much trouble free the whole time we have owned it). Tried a few fixes myself after some searching, but none were successful.

So on Saturday afternoon, go to my Audi dealer website and try to schedule service. Was able to immediately book service appointment for Monday(!) morning with choice of numerous times. Took the car in and noted (I as well as them) there was a battery firmware update and a recall for the backup camera (neither of which ever caused us any issues). It was also very close to 2 year maintenance so I asked if they could do that too (they could). They gave me a loaner (Ice Q5).

7 hours later I got a call saying everything was done, so I went and picked it up. All good - though it was strange driving an ICE car and having to top off the gas as I have not been to a gas station in years :-) - Q5 was a fine loaner and the giant CarPlay screen was excellent (pretty nice in our Q8 too).

So I needed service, scheduled w/o drama for essentially next day (and yes, they are busy there), and the car was ready to pick up same day I dropped it off. Service quality aside (good for both Lucid and Audi in my experience), it was a very different "overall" experience than with Lucid. I really hope they somehow manage to address this going forward, as the difference in experiences between these two companies is pretty extreme - especially time in service and scheduling (and I do understand one is a vastly more established company).

Love my Air, nothing drives like it, and it's been generally problem free (completely problem free for months - can't remember the last time I needed to manually reboot it). But if they don't do something about service, especially with a mass market model(s) on the way, it's going to be an even bigger problem than it is now. I'm pretty flexible/understanding, probably a lot more than most people, but I suspect I'm in the minority.
 
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