I would hope they have the capacity to handle his request! I'm amazed he got a response.
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Android Auto Thursday
- Thread starter Bocabob
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Just because you can waste customer care's time, does not mean that you should.
Not sure if this has been posted already https://publications.infotainment.p...24-b46b-ceda97ebb955/content_en-US/index.html
The SMS text request was the ideal venue to balance utilization of cs time for an innocuous request. All 6k owners could message simultaneously and not burden the system.
My surprise is that the system responded. Earlier this year it most definitely would not.
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There is no ideal venue to waste people's time. You should check you numbers, 6k owners is not even close. Lucid has delivered 23720 cars.
But that supports the point. The system should be able to handle the request. 23k owners is not many and I doubt the system is overwhelmed. This isn't a 911 line. It's customer service.
Idk how they would obtain such data but, seems like its a small percentage
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It can handle the request. But the people responding to the request are people, and it wastes their time, preventing them from responding to actual customer issues that aren’t “I’m more impatient than the other guy.” If that isn’t clear, I don’t know how to make it any clearer.
The response to “can I have it right now?” is “no, please wait until you receive it.” Asking CS to remind you of that absolutely wastes their time.
Please do not fight this battle again. Wait before contacting CS.
Lucid has not publicly acknowledged this release yet, which almost certainly means it was a leak, providing *even more reason* to not contact CS yet.
So please don’t, yet.
I’m gonna go back to washing my hair for a month now, bbye
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It still takes time to grab a VIN submit a request etc etc. It is a waste of time when Lucid already has in place a system to distribute an update. Every special request takes time. Plus it's just a race to see which special snowflake can put up the most fuss.
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Managing multiple teams that deal with handling tickets, nothing pisses me off more when people flood our system with requests because they're simply impatient. There's a process involved which each team member has to follow to close out a ticket and is a waste of valuable resource time when they can actually be working on a REAL fire.
The OTA process has been clearly described here in the past. We know Lucid sends out in batches, we know trying to jump the queue gets you nowhere but instead, people continue to do it and waste Lucid's CS time. People are very quick to criticize Lucid for slow responses to CS issues etc. Well, you have these people to blame who are making unnecessary requests taking their time away from another persons more serious issue.
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I'm a Lucid owner just like everybody else. I don't understand why I can't send a text to CS asking to manually push update? I can send text, but it's up to CS If they want to respond to my request or ignore me. Shoot, if I'm feeling privy during the holidays, I can send a "Merry Christmas" or "Happy thanksgiving!" if I want...
You make it sound like all 20k+ cars delivered by Lucid have issues, so CS is bombarded with texts. Please get off your self-righteous chair...
Ok ok we (I) get it. But can we also highlight the other interesting point? He got a response in less than 10. Minutes. I still haven't heard back on my requests for support on my surround view failure alerts from March. It's good to see the system back up and running.
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Maybe take a look at yourself before you start branding others self-righteous! Many people have been waiting for AA and the soft close doors to be fixed, not just you.
Do some research on SLA's and SLO's while you wait for your OTA to arrive because CS typically have no choice but to respond to every request.
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My first and hopefully the last post in this thread. Excited to have AA soon, before my lease ends! I hope there is charger navigation built into the AA just like my Ford Lighting. A big step regardless!
I think this update was pushed to very few users may be to the owners that signed up for early access. I think this the right approach considering the long wait. If the release is mainstream i would expect an email from Lucid announcing Android Auto is available in Lucid Air.
It's interesting to me that some here think that owners won't act like some normal human beings. If early adopters want to get early releases of software updates, they should be able to. A well-designed software update system should work with human nature, not against it.
It's simple: if a customer wants to request a software update as soon as it is generally available (out of beta), they should be able to push a button in their software to check for updates and request any new update be pulled immediately to their vehicles. For the vast majority of owners who don't care whether their vehicles are updated in a software rollout, the software update should be pushed to them in an order that Lucid deems best.
For those complaining about the early adopters requesting early updates from customer service, do they realize that this behavior is going to continue to happen with every single update?
If I were a Lucid customer service employee, I would want to have a system that could offer early adopter customers an easy way to receive software updates fast, rather than dealing with this kind of a customer request of "Can I get the latest update now please?" with every update.
It's simple: if a customer wants to request a software update as soon as it is generally available (out of beta), they should be able to push a button in their software to check for updates and request any new update be pulled immediately to their vehicles. For the vast majority of owners who don't care whether their vehicles are updated in a software rollout, the software update should be pushed to them in an order that Lucid deems best.
For those complaining about the early adopters requesting early updates from customer service, do they realize that this behavior is going to continue to happen with every single update?
If I were a Lucid customer service employee, I would want to have a system that could offer early adopter customers an easy way to receive software updates fast, rather than dealing with this kind of a customer request of "Can I get the latest update now please?" with every update.
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