Bye Lucid Air and Another Dear Lucid... Letter

[koflo]

Hi, just curious how incentivized was it from MSRP?

About $30k off msrp and 1% Apr over 84 months. Then some accessory credits which I ordered my accessories the day I got my credit. My car broke before my accessories started arriving lol

 

[Leftlane]

Another silly update: Tow truck got here and they couldnt get the trunk open...tbf neither could I and they needed the tow eye hook from the back. We tried the key, we tried the inside button, we tried the trunk button. Nothing. So I climbed around the back seats so I could get it.

Tow truck driver didn't have a loaner with him. Lucid still has not called me to let me know their plans around a loaner. I travel often for work and need to be to the airport next week. My car will be at the airport for a week. I could take my girlfriends Taycan but then she has to drive a 4RS that she has never drove and has refused to because its intimidating for her. Or I take the 4RS and park it at the airport for a week. Or Lucid service figures out how to get a loaner to me which is about an hour from my house.

I would know, if they managed to communicate with me.

Uber to the airport and then ask Lucid for reimbursement.

 

[LVAGT]

That sucks, man. I think we both got the air around the same time in 2023. I sold mine for the same reason: potential out-of-warranty repairs.

I've always had pretty good experience with their Vegas service team; I even have his cell. The problem is, they're severely understaffed. Every time I spoke to their sales rep, they're not very knowledgeable, yet act as if they are. Giving me a whole bunch of misinformation, leading me to believe Lucid is very poorly managed. I considered Gravity for a while, but just couldn't pull the trigger knowing what I know.

Wish you the best!

 

[koflo]

Update: After leaving 3 voicemails and texting one of the reps on his line (passed to me by a forum member so thank you), I did receive a call back about 30 minutes ago. The representative, Tyler, apologized a great bit and said that yesterday he was alone so thats why the phones were going unanswered. Oddly enough, Tyler was not the one that called me back yesterday, John was... Unsure if he realized that he flat out lied to me but its whatever.

They confirmed that they never had a loaner to give out but they did set me up with Enterprise to get a loaner so I do appreciate that. Too bad they called me at 3:45 PM on a Friday when Enterprise that is 25 minutes away from me closes at 5:00 PM and is not open during the weekends.

My actual service rep did text me shortly after (Crist) and she let me know that they have not started looking at the car but that they estimate the repairs to take 3-4 weeks... So in theory, by the time the service is finished, they would have had my car longer than I have by 2 weeks. That also means that I would essentially be short a couple days of being able to Lemon Law the vehicle in the state of AZ. Not saying I will but I have options at the very least. Not to mention, a full month of payments for a car I dont have in the driveway. Nothing much I can do but just leave it be for now. If I have any more updates I will pass them along but Im frustrated.

 

[Hammerthyme]

Another silly update: Tow truck got here and they couldnt get the trunk open...tbf neither could I and they needed the tow eye hook from the back. We tried the key, we tried the inside button, we tried the trunk button. Nothing. So I climbed around the back seats so I could get it.

Tow truck driver didn't have a loaner with him. Lucid still has not called me to let me know their plans around a loaner. I travel often for work and need to be to the airport next week. My car will be at the airport for a week. I could take my girlfriends Taycan but then she has to drive a 4RS that she has never drove and has refused to because its intimidating for her. Or I take the 4RS and park it at the airport for a week. Or Lucid service figures out how to get a loaner to me which is about an hour from my house.

I would know, if they managed to communicate with me.

My service center did not have a loaner, so they contacted Enterprise with a voucher for a rental. They forgot to e-mail the details to me on the Saturday before, but the service concierge got it done immediately when I called the day they came to take the Gravity away. I just showed up at the local Enterprise office and they had all my details there.

 

[DS9]

@koflo in the sales agreement it states:

Opt-Out: You have the option to opt-out of this Arbitration Agreement within 30 days from the date you agree to the terms of this Agreement. To do so, send an email to [email protected] from the email associated with your order, with “Arbitration Opt-Out” in the subject line and a request to opt-out of this Arbitration Agreement in the email’s body. Opting out only applies to this Arbitration Agreement and will not affect the validity or enforceability of any other arbitration agreements.

I sent the email after signing just in case. Also sent an email opting out of arbitration for the connectivity services agreement. I just received an autoreply to the submission but at least it's recorded.

Interesting - the opt out period used to be 60 days.

 

[Leftlane]

Update: After leaving 3 voicemails and texting one of the reps on his line (passed to me by a forum member so thank you), I did receive a call back about 30 minutes ago. The representative, Tyler, apologized a great bit and said that yesterday he was alone so thats why the phones were going unanswered. Oddly enough, Tyler was not the one that called me back yesterday, John was... Unsure if he realized that he flat out lied to me but its whatever.

They confirmed that they never had a loaner to give out but they did set me up with Enterprise to get a loaner so I do appreciate that. Too bad they called me at 3:45 PM on a Friday when Enterprise that is 25 minutes away from me closes at 5:00 PM and is not open during the weekends.

My actual service rep did text me shortly after (Crist) and she let me know that they have not started looking at the car but that they estimate the repairs to take 3-4 weeks... So in theory, by the time the service is finished, they would have had my car longer than I have by 2 weeks. That also means that I would essentially be short a couple days of being able to Lemon Law the vehicle in the state of AZ. Not saying I will but I have options at the very least. Not to mention, a full month of payments for a car I dont have in the driveway. Nothing much I can do but just leave it be for now. If I have any more updates I will pass them along but Im frustrated.

Dollars to donuts they have your car longer than the 3-4 week estimate anyway and will push you into lemon law territory. Don’t think I’ve read of anyone getting their car back faster than the initial wide-ass guesstimate yet.

 

[jered]

I'm sorry to hear about your experience. My sense from the forum (and personal experience) is that service is 100% based on the local team's capacity and skills, and if you're not in a good market you have a seriously bad situation. Lucid is going to have to fix that before rolling out a mass-market vehicle or it'll be a bloodbath. We're in Somerville, MA and the Natick SC knows the vehicle well and has loaners which means our service complaints have been pretty minimal once the worst of the bugs got sorted out.

I still stand by my theory that someone forgot to install terminating resistors on the communication bus on the Gravity. Even with 3.6.0 we still get spurious nonsense -- today was "Redundant Light Error, Schedule Service" then all the lights failed, and then... started working again after a reboot. It's fucking embarrassing. I wish HQ would APOLOGIZE for these things, but they just pretend that it's normal.... gaslighting all the customers.

 

[koflo]

Another negative update: today I finally had some time to escape and grab the rental car from enterprise. I confirmed with my lucid rep that enterprise would be ready for me when I got there and she confirmed I was good to go. I ubered to enterprise (20-25 minute uber). When I got there enterprise explained that I did have a reservation but no one told them when I was going to get the car thus they never held a car for me and at this point they are completely out of cars. So I tried to call the service line. On the third attempt someone answered and they got me an uber back home.

Some people mentioned ubering directly to the airport from my house. This is possible but maybe not plausible. I live in a small suburb of Phoenix, about 45 minutes from the airport. I also leave Phoenix on Friday at 6 AM. There’s a big chance there will be no Ubers around 4 am which is when I will need to leave my house.

Lucid has still not pulled my car in to diagnose the problems on my car.

I have contact customer care to voice my frustrations and get clarity around the arbitration clause (yes I know I’m not there yet but at this rate I would like to have options). Customer care didn’t know about the clause and is going to escalate to their management team.

 

[Saksak]

[…] When I got there enterprise explained that I did have a reservation but no one told them when I was going to get the car thus they never held a car for me and at this point they are completely out of cars. […]

This sounds pretty fishy to me. How can Enterprise have a reservation without a date?

More likely, they overbooked, all the renters showed up, and your reservation got bumped because you got there later than everyone else. Reservations don’t require a deposit, so I’m guessing they plan for a certain percentage of no-shows, just like airlines.

I had this happen to me on a very late arrival flight, once, and I had to pick up the rental car the next day. This is hardly Lucid‘s fault.

 

[Leftlane]

You can schedule an Uber ahead of time to pick you up at 4 am, get a confirmation, and be good to go. You don’t need to order that morning and hope that someone picks up the ride. I’ve had no problems with the scheduled pick ups - obviously still not ideal but what else can you do?

 

[koflo]

You can schedule an Uber ahead of time to pick you up at 4 am, get a confirmation, and be good to go. You don’t need to order that morning and hope that someone picks up the ride. I’ve had no problems with the scheduled pick ups - obviously still not ideal but what else can you do?

Totally get that. I promise you I do, I travel for work about half the month every single month. I guess what I’m saying is that there aren’t many uber drivers out here. For instance, yesterday it took about 10 minutes to find me a driver at 3pm. On the map I saw two drivers while it was trying to locate a driver. I can definitely try though so I appreciate the suggestion!

 

[koflo]

This sounds pretty fishy to me. How can Enterprise have a reservation without a date?

More likely, they overbooked, all the renters showed up, and your reservation got bumped because you got there later than everyone else. Reservations don’t require a deposit, so I’m guessing they plan for a certain percentage of no-shows, just like airlines.

I had this happen to me on a very late arrival flight, once, and I had to pick up the rental car the next day. This is hardly Lucid‘s fault.

I do agree that this does not fall solely in lucids hands. I didn’t even explicitly blame Lucia for that update. It was a negative update though and a negative experience. I carved out an hour of my work day to uber back and forth to an enterprise that didn’t have a car for me.

I do think this could have been prevented though:
1) lucid could have confirmed with enterprise on my behalf given I texted them before getting the uber to the enterprise location
2) I could have personally called so I will take that on the chin, I just assumed lucid knew the process better than I and trusted the process.
3) I still find it crazy that it took me calling the service center 3 times before someone answered.
4) I still think it’s a bummer that my car hadn’t been looked at and diagnosed. I understand that they are overloaded with cars and understaffed. That is not the consumers fault though.

Regardless, I understand your point and I agree to an extent. However I think that the chain of trust is definitely still affected when you take an hour away from work AFTER confirming with lucid that you are good to go. Then it becomes a complete waste of your time. On top of that it’s hard to get a hold of anyone to help you get an uber back home (I also personally paid for the uber there as my service rep didn’t offer an uber initially, only after I was stranded at enterprise).

 

[Leftlane]

Whatever happened to “Enterprise….we’ll pick you up!”? That was their entire advertising campaign!

 

[koflo]

Whatever happened to “Enterprise….we’ll pick you up!”? That was their entire advertising campaign!

I don’t know man but I could really use it right about now

 

[wideruled]

I'm sorry you're having such an awful experience. I had my Air in for service back in April for a drive system warning (that ended up being a full battery pack replacement.) I was able to work with the Service Center to have some special accommodations set up since I was going on vacation the day after dropping my car off:

Asked for a rental but only for a day as I only needed to drive to the Airport for my flight. Lucid / Enterprise accommodated that, and Enterprise picked me up from the Service Center, but Enterprise didn't have a lot of vehicles so I was stuck with a Mitsubishi Mirage. I also asked my service advisor to see if it was possible for Lucid to arrange an Uber to drive me to the service center from the airport after my trip was over, assuming it was going to be ready when my vacation was over. He was good with that option.

When I returned from vacation, I was able to get in touch with my service advisor and after clearing up some confusion about which pick up location we were at the Uber came and took us to the Service Center. Unfortunately my car wasn't quite ready yet (iirc they needed to calibrate the new battery pack) but they did have a Lucid loaner waiting for me and hoped that my car would be ready in a few more days. Sure enough the car was ready a few days later and I was able to pick up my vehicle with no issues.

Given your distance away from Enterprise / Service center, was an Enterprise Pickup not an option for you? Though re-reading the timeline, that may not have been feasible since the reservation happened so late in the evening.

Whichever way this shakes out, I hope your experience improves once you have your vehicle back.

 

[jered]

I wish HQ would APOLOGIZE for these things, but they just pretend that it's normal.... gaslighting all the customers.

The number of believable "vehicle died the week after delivery" stories I've seen here and on Facebook got me wondering -- how bad is Gravity QA right now?

Unsurprisingly, this all seems to be very secret information. The only data I can find is some CARFAX press releases from 2021: https://abc11.com/post/carfax-used-car-maintenance-repairs/11371228/

At that point in time, they claimed that the need for a repair for a full-size SUV was a whopping 24.6%! This is not broken down by new-vs-used nor type of repair, though, just an average cost of $330. That sounds like... basically any repair, so surely that's not drive system failures (which seem most worrying of the reports).

I tried to Google the likelihood of a major repair on a new SUV, but it gave me some AI slop that was sourced from Quora AI slop that was unsourced entirely, so I don't believe it -- but the claim there was between 0.5% and 2% of new vehicles. If that are 20,000 Gravity, the high end of that would be 400 major failures. This forum is just a tiny slice of buyers (and I don't think people with problems actively seek us out) so the number of major failure reports here is worrying.

 

[prgarg]

Whatever happened to “Enterprise….we’ll pick you up!”? That was their entire advertising campaign!

It moved in with Lucid's "Compromise Nothing" and now they are roommates

 

[socktucker]

That also means that I would essentially be short a couple days of being able to Lemon Law the vehicle in the state of AZ.

Get ready for battle. Did you opt out of arbitration? I didn't and its added probably 6 months and thousands of dollars in attorney fees so far.

 

[socktucker]

I don’t know man but I could really use it right about now

I have had two broken Air loaners lol and @borski knows more about fixing the frunk than customer service did! I had the same issue on both (front allignment) but on the second one I tried what he said and it worked. The first one they just towed it back to Utah and said it couldn't be fixed but I bet the borski trick woulda worked.

There are definately comms issues, when my last Air loaner came it was in "Transport Mode" and wouldn't go over 30mph. I called my Service Advisor (the awesome Lorenzo) and he said he didn't even know how that happened, since only Service can put it in that mode, and they don't use it for transport. They fixed it a few days later but even he was stumped as to how that even happened. Then it drove fine for a few weeks and I got my car back, which broke again a few days later lol