BEWARE of Misleading Sales Specialists

[Shrews]

Let me start off by stating that this seems to be a really solid vehicle. I received my Lucid Air Touring (special order) on 10/31/24. Besides a few software glitches I am trying to sort out, the car has been very impressive.
However, from start to finish, the ordering process and the subsequent communication with the 'sales team' has been abysmal.

I am posting this as a waring to people looking to order -- the safest option is to believe absolutely nothing the 'Sales Specialist' tells you. I am not sure where else you can get information except from the SS, but they seem to be nothing more than a few high school students who are trained to respond to emails in generic fashion with little to no substance. Considering we just paid for a $110,000 car, we expected better.

Our tipping point which pushed us over the edge with this company:
Specifically in my scenario, during the ordering process I inquired regarding the $1000 charging credit. I do not live anywhere near a charging station so I wanted to make sure that I was ready to charge from home once the vehicle was received. I asked about the credit because I wanted to go ahead and order the home charging station for installation. Understandably, I was informed that the charging credit is not delivered until after the vehicle is delivered, HOWEVER, in addition to the credit the vehicle comes with the 24 ft. mobile charging cord. While not ideal, that was going to be adequate for what we needed until the home charging station was delivered.
Well...the car arrived and there was no mobile charging cord to be found. I emailed our assigned SS and they went on to inform me (despite previous written documentation from them to the contrary) that the mobile charging cord was not included with all 2025 models and that any post delivery questions should be sent to the customer care email. So, I emailed the customer care email and have still not received any attempt at resolution...just a short email requesting clarification on my 'question'.

Bottom line, if you are planning on ordering the vehicle, please do not expect to receive any type of reliable assistance from anyone at the company.
Very disappointing.

 

[tonybot]

I am so sorry to hear about your bad experience. It was well-known that 2025s didn't come with mobile chargers. The sales should have been clear about that. Do you have a local studio within a reasonable distance? It might be worth asking them to lend you a charger until your setup arrives.

 

[rfc805]

I wouldn't necessarily dump this on sales. Not that I disagree with you in general - I had a similar experience. The flip side is my sales team was very good, and they were actually the ones who finally helped me out. They did tell me that there was no mobile chargers with the 2025, just the credit, and the credit is provided after delivery. I will say there were a few other 2025 updates that were not communicated to them, and I actually told them about. So I think Lucid just failed to do a proper training/education update on the 2025 changes for their sales team. Mine actually hadn't gotten any 2025s delivered yet, but they were able to contact sales at King of Prussia who had just gotten their first 2025s the same day, and those sales people sent pictures back of the 2025 to confirm the changes.


All of that said, I picked up my 2025 on 9/20, got the coupon for the charger credit 9/21, placed the order at the shop the same day.

I had a road trip to take on 10/18 - about a week out from that, I started to get worried, as my charger still hadn't shipped. I tried to contact the shop, who were just unreachable and didn't want to talk to me at all. I reached out to customer care because of that, who weren't helpful and told me to contact the shop. In frustration, I reached out to my sales team a month later. He actually contacted people internally and got it resolved - unfortunately, too late for my trip, so I'm now also the owner of a Grizzl-E mini mobile charger, which is fortunately a great charger (that I shouldn't have needed to buy).

So, completely agree with you they do a completely horrible job of dealing with the fact there is no included charger, and their policies are bad/stupid around this, and it's going to cost them customers over time. But don't necessarily hang it all on sales - as with any other company, it's a mixed bag.

 

[Shrews]

I am so sorry to hear about your bad experience. It was well-known that 2025s didn't come with mobile chargers. The sales should have been clear about that. Do you have a local studio within a reasonable distance? It might be worth asking them to lend you a charger until your setup arrives.

Thank you for your insight, but obviously this 'fact' was not well-known enough for:
1. Me, the customer to know.
2. The Sales Specialist to know.

The Sales Specialist literally put in an email that my order (which was a known 2025 model) was going to come with both. I have that email. I have re-read that email 100 times to make sure I wasn't misinterpreting what he said. It's clear. And then when confronted, he washes his hands and passes me off to customer care...who remains silent.
Had it been made clear that it didn't, I could have made other arrangements.

 

[Rogue]

Take the 1k credit and get everything you could want including the NACS adapter. Maybe you have to wait. Maybe it is inconvenient at this very moment. However, once this gets resolved, you will be better setup than most if you ordered everything.

If this is a coupon, just order it from the online store.

 

[rfc805]

Take the 1k credit and get everything you could want including the NACS adapter. Maybe you have to wait. Maybe it is inconvenient at this very moment. However, once this gets resolved, you will be better setup than most if you ordered everything.

If this is a coupon, just order it from the online store.

The "Maybe you have to wait" part means "Maybe you have to buy another charger or your new car will be stranded".

This is not a good take.

 

[Rogue]

The "Maybe you have to wait" part means "Maybe you have to buy another charger or your new car will be stranded".

This is not a good take.

I understand OP's frustration. However, if he has the coupon, there is a solution at hand (order the mobile or home charger). Given the lack of other posts about this, we can assume (rightly so) this was an error out of many thousands of orders.

I presume OP is a multi-car household. That would be wild to order an electric car without a means to charge and sell your other vehicle(s) before delivery.

 

[Batteryman]

Let me start off by stating that this seems to be a really solid vehicle. I received my Lucid Air Touring (special order) on 10/31/24. Besides a few software glitches I am trying to sort out, the car has been very impressive.
However, from start to finish, the ordering process and the subsequent communication with the 'sales team' has been abysmal.

I am posting this as a waring to people looking to order -- the safest option is to believe absolutely nothing the 'Sales Specialist' tells you. I am not sure where else you can get information except from the SS, but they seem to be nothing more than a few high school students who are trained to respond to emails in generic fashion with little to no substance. Considering we just paid for a $110,000 car, we expected better.

Our tipping point which pushed us over the edge with this company:
Specifically in my scenario, during the ordering process I inquired regarding the $1000 charging credit. I do not live anywhere near a charging station so I wanted to make sure that I was ready to charge from home once the vehicle was received. I asked about the credit because I wanted to go ahead and order the home charging station for installation. Understandably, I was informed that the charging credit is not delivered until after the vehicle is delivered, HOWEVER, in addition to the credit the vehicle comes with the 24 ft. mobile charging cord. While not ideal, that was going to be adequate for what we needed until the home charging station was delivered.
Well...the car arrived and there was no mobile charging cord to be found. I emailed our assigned SS and they went on to inform me (despite previous written documentation from them to the contrary) that the mobile charging cord was not included with all 2025 models and that any post delivery questions should be sent to the customer care email. So, I emailed the customer care email and have still not received any attempt at resolution...just a short email requesting clarification on my 'question'.

Bottom line, if you are planning on ordering the vehicle, please do not expect to receive any type of reliable assistance from anyone at the company.
Very disappointing.

They should just give the option to buy the charging cable at anytine, and refund what you paid after your purchased the car. If you don't purchase, cable can be returned if packaging unopened. Simple really. Having customers not get the charging credit for cable until after car id delivered not good.

 

[Batteryman]

Thank you for your insight, but obviously this 'fact' was not well-known enough for:
1. Me, the customer to know.
2. The Sales Specialist to know.

The Sales Specialist literally put in an email that my order (which was a known 2025 model) was going to come with both. I have that email. I have re-read that email 100 times to make sure I wasn't misinterpreting what he said. It's clear. And then when confronted, he washes his hands and passes me off to customer care...who remains silent.
Had it been made clear that it didn't, I could have made other arrangements.

Hiccups are expected, but shouldn't happen. Look at the bright side, you got an updated 2025 model, and the car is just FANTASTIC! Even now after 2 years I LOVE IT!

 

[LuHart]

Let me start off by stating that this seems to be a really solid vehicle. I received my Lucid Air Touring (special order) on 10/31/24. Besides a few software glitches I am trying to sort out, the car has been very impressive.
However, from start to finish, the ordering process and the subsequent communication with the 'sales team' has been abysmal.

I am posting this as a waring to people looking to order -- the safest option is to believe absolutely nothing the 'Sales Specialist' tells you. I am not sure where else you can get information except from the SS, but they seem to be nothing more than a few high school students who are trained to respond to emails in generic fashion with little to no substance. Considering we just paid for a $110,000 car, we expected better.

Our tipping point which pushed us over the edge with this company:
Specifically in my scenario, during the ordering process I inquired regarding the $1000 charging credit. I do not live anywhere near a charging station so I wanted to make sure that I was ready to charge from home once the vehicle was received. I asked about the credit because I wanted to go ahead and order the home charging station for installation. Understandably, I was informed that the charging credit is not delivered until after the vehicle is delivered, HOWEVER, in addition to the credit the vehicle comes with the 24 ft. mobile charging cord. While not ideal, that was going to be adequate for what we needed until the home charging station was delivered.
Well...the car arrived and there was no mobile charging cord to be found. I emailed our assigned SS and they went on to inform me (despite previous written documentation from them to the contrary) that the mobile charging cord was not included with all 2025 models and that any post delivery questions should be sent to the customer care email. So, I emailed the customer care email and have still not received any attempt at resolution...just a short email requesting clarification on my 'question'.

Bottom line, if you are planning on ordering the vehicle, please do not expect to receive any type of reliable assistance from anyone at the company.
Very disappointing.

Yes, it sounds like you were badly misled. My experience was very different (Natick, MA showroom). Every thing the SS told me was accurate, including some of the worts.

I purchased my 2025 GT and received delivery on the same day you did. Since it my first EV I didn’t have charging set up, although I live near an EA charging station.

My Sales Specialist was clear that a charging cable didn’t come with the car but to order it from the Lucid site with the coupon ASAP. I ordered it the next day and received it 3 or 4 days later.

I absolutely LOVE the car and the responsive service staff.

 

[joec]

I think everyone is in agreement this was an unfortunate incident. I think most of us would agree it’s more an outlier than the norm. It’s also not nearly the disaster implied by this thread’s headline.

I get it. We all get emotional in the moment sometimes. But in the scheme of things, this is just not a huge deal, if you ask me. And not at all different from my experience with most other car brands.

I never once walked into a car dealership where the dealer knew nearly as much as I did about the car. Misinformation was very much the norm. I had to correct them just about every time on some fact about the car or the current deals being offered.

Bottom line: it does pay to research for yourself and not trust every word coming out of any sales associate’s mouth. From any company. Lucid definitely has some work to do as far as training its staff. So the best advice is to go and figure out this stuff on your own.

Maybe a sad commentary on the state of the world. But not exclusive to Lucid, by any means.

 

[Neurio]

I never once walked into a car dealership where the dealer knew nearly as much as I did about the car. Misinformation was very much the norm. I had to correct them just about every time on some fact about the car or the current deals being offered.

For sure. I test drove an EX90 yesterday and very much knew more than the sales guy thanks to a single test drive video I watched a few months ago.

 

[translux]

Sorry to hear about your experience.
My experience was also terrible but for different reasons.
Had I not invested a fair amount of time and been persistent I wouldn’t be driving a Lucid.
I suspect most buyers would have given up.

 

[jaydrick]

I am so sorry to hear about your bad experience. It was well-known that 2025s didn't come with mobile chargers. The sales should have been clear about that. Do you have a local studio within a reasonable distance? It might be worth asking them to lend you a charger until your setup arrives.

Not well known enough as we didn’t know about it as well and our Sales Specialist didn’t mention it when we ordered our 2025 Air GT. We were disappointed to find out after not seeing it in the trunk that it was no longer included on the 2025 model.