RESOLVED Can anyone actually get ahold of service?

[Blue Lectroid]

By the way, the car looks way better without one.

^This!!!!

 

[tempest76]

I'd understand if this was my first attempt at service. In July, had my Lucid Air for two months and 547 miles driven (see pic). Car died in SFO's parking garage. Completely inoperable. Tried desperately to contact anyone at service before boarding a flight. Took two days for service to respond and their response was "how are we supposed to get your car out of the parking garage". Incompetent service and impossible to get in touch with a human.

Yeah, I've been calling and leaving messages for over a month now trying to get an appointment. My MPK has gone from averaging 3.6 to under 2.5 - I think there's a phantom drain somewhere in the system. I've also called my sales person who promised to have service contact me, but it's been crickets. I was thinking about replacing my wife's Model 3 with a Gravity, but this lack of responsiveness is ridiculous and doesn't make me want to invest further in the brand...

 

[Bobby]

Yeah, I've been calling and leaving messages for over a month now trying to get an appointment. My MPK has gone from averaging 3.6 to under 2.5 - I think there's a phantom drain somewhere in the system. I've also called my sales person who promised to have service contact me, but it's been crickets. I was thinking about replacing my wife's Model 3 with a Gravity, but this lack of responsiveness is ridiculous and doesn't make me want to invest further in the brand...

Could you please send a photo of your pilot panel? We can try to help you with efficiency. It will always be worse in the winter. Your battery needs to heat itself up and that alone takes energy. You should also know that sales people will say what they need to say but they have no relationship to service. Have you reached out to service via texting? I find that seems to work well.

 

[tempest76]

Could you please send a photo of your pilot panel? We can try to help you with efficiency. It will always be worse in the winter. Your battery needs to heat itself up and that alone takes energy. You should also know that sales people will say what they need to say but they have no relationship to service. Have you reached out to service via texting? I find that seems to work well.

I should have come back and updated my post sooner. A day or so after I posted, I got a call from the Millbrae Service Center apologizing for not getting back to me. Perhaps these threads get monitored? A very nice service tech, Tyler, scheduled an appointment to come to my house for remote service. He came on the day we scheduled and did the service for my Surreal Sound Pro that I had received a postcard about, and checked out my drive system for any issues causing my drop in MpK. He could not find any problems. Perhaps it is the colder weather. I will wait and see if I get back to my average of 3.6 when the temp is consistently above 65F. He did go over all the pointers for maximizing range, but I already drive that way. No silver bullet... Thanks, Bobby, for replying to my post.

BTW, the improvement in the sound system with the SSP update is noticeable! The bass seems much more solid.

 

[PoZulu]

"You should also know that sales people will say what they need to say but they have no relationship to service." That would be what you might expect from a huge established dealership, not what I would expect from a fledgling business of any sort. Also the sales desk is within eye and talking loud distance of the service manager at the Millbrae location. Lucid needs to get this customer care communication fixed. I recently had my car in for service and things went well once an appointment was made.

 

[Da445]

I have had my Lucid Air Touring for a year now. During that year, the car has been mechanically reliable but has had so many software gremlins and intermittent faults, I have been shocked. These have been true annoyances (frankly, very annoying in a $100K+ car) but have not risen to the level of having a safety issue or needing to schedule a service. That changed this past Saturday.

Last Saturday, I experienced the start of a safety issue where I received a warning message (see attached photo) of a “Front Right Lighting System Malfunction” Concurrent with that, I noticed that the front right DRL was inoperative and the front right turn signal was similarly inoperative and a separate warning light that Collision Protection Fault Detected. After a few failed attempts to reboot the car (walking away, lock/unlock cycles), I called Customer Service. They took the ticket and said service would call me on Monday to setup a service appointment. I didn’t hear from service until today, Thursday, five days later. Since that time, this has been an intermittent safety issue. Sometimes everything is fine, sometimes I get the similar failure.

When I spoke with Francisco at the Costa Mesa service center, he informed me that the earliest they could setup an appointment to address this problem would be May 26th. This is six (6) weeks away!!!! Even worse, the only appointment available that day is between 11:30 and noon. Does Lucid think that none of its customers work?

This is a safety issue where the turn signals may or may not work. I did not lease a $100K+ Lucid to have crappy service like this. At this rate, Lucid is going to have a former customer in me when the lease is up later this year.

Has anyone else had similarly bad service/customer support and/or been able to do anything about it?

 

[Blue Lectroid]

I’d ask to escalate to a manager. That’s a totally unacceptable length of time to be without use of your car and, given the issue, you really cannot use it safely!

 

[Zinee]

I had the same issue; I don’t have front plates (because when every single Tesla around me in CA has no front plates, who cares), but it took longer than the expiration to get my permanent tags. It was fine; no cop is going to arrest you for temp tags while you await the DMV to send you permanent ones. Worst that happens is you get a fix it ticket and have to take a trip to the DMV, but even then - you’d have to have already pissed off the cop, usually.

But this is NJ


No, that’s not true. To my knowledge, only CA offers a legal license plate wrap. Replicas in other states are *not legal* and this is worse than not having a front plate at all, as they could argue it’s a forgery.


Correct, bending it is illegal. This is specifically because cops will often aim at the plate with a laser gun, as the laser needs a flat surface to reflect back properly. They also try to use the headlights, but… the Lucid doesn’t really have those either haha.

The bending is technically a violation, but whether a cop cares is a different story.

IANAL, etc.

Ironically, I stopped for lunch in Millbrae after picking up my car for service; and got a ticket for no front plate (along with two Teslas parked on the same street). I got the license wrap, took it to my local CHP office where the officer initially refused to accept it. He had to check with others before signing off on it!

 

[Da445]

I’d ask to escalate to a manager. That’s a totally unacceptable length of time to be without use of your car and, given the issue, you really cannot use it safely!

I did. Called Lucid corporate customer service - was on interminable hold there. Got hold of Kim at the Costa Mesa service center and she found a way to have a mobile technician come to my house in the morning. The right thing happened in the end, but honestly, why did that have to be so hard and frankly, aggravating? In this class of car, I frankly expect better.

 

[Blue Lectroid]

I did. Called Lucid corporate customer service - was on interminable hold there. Got hold of Kim at the Costa Mesa service center and she found a way to have a mobile technician come to my house in the morning. The right thing happened in the end, but honestly, why did that have to be so hard and frankly, aggravating? In this class of car, I frankly expect better.

Glad it got resolved but, yes, I agree it really shouldn't be that hard...

 

[illopp00]

Wonder if they sent everyone to get trained on how to deliver and inspect and fix Gravities....

 

[knewman]

That's a pretty crummy experience. I've only had one critical service issue which rendered the car marginally drive-able and Lucid was great about setting me up with a rental while I waited a few days for parts to arrive. I will say that I have a non-critical service open to address a rattling audio system, I've been waiting on a replacement part for nearly a month with no ETA.