Confusing and Conflicting information from Lucid regarding equipment

[Truthlesshunter]

warning: this is a long-ish story but I've grown tired and really upset and discouraged by lucid and my vehicle..so I'm turning to seasoned lucid owners that may help out of desperation to hopefully convince me I didn't make an expensive mistake.

I'm in Canada. A few months ago, I bought a 2022 Lucid Air Grand Touring (used, from someone who had bought it directly from Lucid new)

I did my due diligence, contacted the service centre to see maintenance history etc. I still got screwed by the seller (lied about the mileage when I got there, has an unfillable plug in one of the winter tires that I didn't see until I actually took them out to install them, etc..) but that's not on Lucid

One reason I wanted to get the air GT was dreamdrive pro and hands free. That was basically essential, if not, I was probably not going grand touring (actually, I wasn't going lucid at all and going to Rivian instead).

I spoke with the Montreal Service centre, twice, to confirm the vehicle I was being not only had dreamdrive pro, but that it was activated and the "lifetime" was on it. He said yes, hands free was working and on it, etc.

I get the car, on a major highway near a major city and nothing..it doesn't come on in any way, doesn't even give me the option.

Whatever, I drive it home (8-9 hours). It never comes on, never gives me a chance to come on. I do multiple resets when I get home (air log reset, mic+x, etc.), charge it fully....update to the latest software at the time (2.8.17)...still nothing. I hit the DDPro/ACC button and only ACC is an option (if I hit the button once again, it turns off..if I hold it, it does nothing). I contact Lucid..they say that Toronto is the closest service centre and they should help me (Toronto isn't the closest, but I let them try). Toronto calls me, says it only works on the bolded/highlighted highways on the native maps/nav. I say great..there are two main highways that are like that in my area. I try it out...same thing, nothing happens.

Toronto says they'll transfer me backk to Montreal, nothing happens...Montreal ignores my calls and emails. So I give up.

Fast forward to now....I'm thinking of the CCCv2 upgrade. Turns out, the closest SC is actually in the USA (Natick). I contact Lucid to set them up as my SC so I can get ready for a CCCv2 upgrade. I also tell them about DDPro, which was never resolved. Natick contacts me and says I don't have DDPro on the vehicle (the physical components are there but not activated). I told them I was in contact multiple times with Montreal, told them I have on record (I record all my calls) with Rennie (SC advisor) saying that I have DDPro activated and on the car. Also, there are a few places that say that all 2022s have DDPro activated (which..I don't know..it is the internet after all, but I did get the same from one Lucid service centre).

So I'm still waiting on Natick.
1. Do all 2022s have DDPro activated?
2. Is there recourse from a SC advisor lying to me if point 1 isn't true and/or about what the car actually have?

To further complicate things, in my account, it says "You have no available upgrades at this time" under Upgrades -> Available, and under "My Upgrades" it says the same thing. The Natick SC said that I could purchase DDPro under those options but as mentioned, nothing is there. And "Hands Free Assist" is an option in the DD menu in the car.

thoughts?

 

[socktucker]

1. I don’t think so
2. An employee mistake doesn’t obligate the company to anything unfortunately.

 

[Saksak]

The real culprit here is the seller who lied to you. He lied about mileage, the plug, and apparently DDP.

It’s unfortunate the service employee didn’t give you the correct information. I’m scratching my head on that one. However, I have a hard time holding Lucid accountable for a transaction between you and the seller, as they are not responsible for verifying the seller’s claims.

Do you by chance have anything in writing where you could go after the seller? It’s always a good idea to have everything in writing.

 

[SaratogaLefty]

I have the 2022 Dream Edition so I may be out of my league here but originally I was signed up for the Grand Touring and upgraded to the Dream when additional vehicles became available (500 increased to 520). Anyway, it was my understanding that all 2022 Grand Tourings came with every option included so if that was correct you should have DDPro, massage seats, full Dolby Atmos, etc. However, the hands free driving only does work on major freeways, not ordinary highways, and I'm not sure how that would translate to Canadian roadways. Perhaps when you drive down to Natick you will be able to be on a major roadway that does support Hands Free? I'm on the West Coast so not familiar with the roads in Massachusetts but maybe someone on this forum from that area can chime in and tell you which roadway should work and then you can find out if in fact you do have it activated.

 

[EVCar]

I’m in the US, and don’t know if Canadian cars were set up the same way, but my 2022 Grand Touring came with all options included.

 

[Tâm]

1. Not all 2022 Lucid have hardware for DreamDrive Pro. Only Grand Touring has the hardware but then later on, to lower the price, Lucid took to software off to make it an optional add-on for a limited time.

2. It sounds like your Grand Touring is among those with the hardware but with a lower price because the software needs additional payment.

Lucid may give the wrong answer but Lucid didn't take your money, the seller did.

It's like you called and the company said it comes with full 5 tires, 4 on wheels and 1 on the front hood as a spare. But once you got the car, there are only 4 and the spare tire on the hood is missing. That car company owes you nothing because you didn't give it any money.

It's confusing so it's best to get the original receipt/record from the sellers to verify what was bought.

If you don't mind paying for the software, I guess Natick can do that for you.

----------

By the way, DreamDrive Pro only work with certain roads that have been approved by Lucid.

It's too simplified to say just because it's a divided freeway, it should work: It depends on Lucid. Some highways without physical dividing barriers still work.

I haven't heard that many roads in Canada work.

I only heard it works on Queen Elizabeth Way, Toronto, Canada.

Mercedes post a list/map of what work with their Level 3 Drive Pilot but not Lucid.

 

[Truthlesshunter]

The real culprit here is the seller who lied to you. He lied about mileage, the plug, and apparently DDP.

It’s unfortunate the service employee didn’t give you the correct information. I’m scratching my head on that one. However, I have a hard time holding Lucid accountable for a transaction between you and the seller, as they are not responsible for verifying the seller’s claims.

Do you by chance have anything in writing where you could go after the seller? It’s always a good idea to have everything in writing.

I do have everything in writing so that's probably my only recourse....

 

[Truthlesshunter]

I have the 2022 Dream Edition so I may be out of my league here but originally I was signed up for the Grand Touring and upgraded to the Dream when additional vehicles became available (500 increased to 520). Anyway, it was my understanding that all 2022 Grand Tourings came with every option included so if that was correct you should have DDPro, massage seats, full Dolby Atmos, etc. However, the hands free driving only does work on major freeways, not ordinary highways, and I'm not sure how that would translate to Canadian roadways. Perhaps when you drive down to Natick you will be able to be on a major roadway that does support Hands Free? I'm on the West Coast so not familiar with the roads in Massachusetts but maybe someone on this forum from that area can chime in and tell you which roadway should work and then you can find out if in fact you do have it activated.

Yeah I drove on three major highways in Canada,including the literal biggest one for hundreds of KMs and it never came on nor gave me the option...plus I also followed the sc advisor who said it only come on in bolded highways

 

[Truthlesshunter]

I’m in the US, and don’t know if Canadian cars were set up the same way, but my 2022 Grand Touring came with all options included.

That's what I keep saying and reading...

 

[Saksak]

That's what I keep saying and reading...

Both Lucid and the seller should have the original bill of sale that lists all the standard and optional equipment. That document should give you the definitive answer.

 

[Truthlesshunter]

1. Not all 2022 Lucid have hardware for DreamDrive Pro. Only Grand Touring has the hardware but then later on, to lower the price, Lucid took to software off to make it an optional add-on for a limited time.

2. It sounds like your Grand Touring is among those with the hardware but with a lower price because the software needs additional payment.

Lucid may give the wrong answer but Lucid didn't take your money, the seller did.

It's like you called and the company said it comes with full 5 tires, 4 on wheels and 1 on the front hood as a spare. But once you got the car, there are only 4 and the spare tire on the hood is missing. That car company owes you nothing because you didn't give it any money.

It's confusing so it's best to get the original receipt/record from the sellers to verify what was bought.

If you don't mind paying for the software, I guess Natick can do that for you.

----------

By the way, DreamDrive Pro only work with certain roads that have been approved by Lucid.

It's too simplified to say just because it's a divided freeway, it should work: It depends on Lucid. Some highways without physical dividing barriers still work.

I haven't heard that many roads in Canada work.

I only heard it works on Queen Elizabeth Way, Toronto, Canada.

Mercedes post a list/map of what work with their Level 3 Drive Pilot but not Lucid.

It's a little frustrating to hear the replies because I feel like some people aren't reading them.

I *have* a 2022 Grand touring. People on here have said it comes with everything and all activated. To confirm this,I called a lucid service centre this was the case for mine.

I know lucid didn't take my money. I'm not a frigging idiot. Nowhere did I say lucid stole from me (in fact,I specifically say the seller)... I'm just disappointed in the lies.

And for the software, natick specifically said I can upgrade through the app because I have the hardware but not the software...but the app and dashboard also say, as I mentioned, no upgrades available to purchase and none bought.

Anyway...I made a mistake posting here because I honestly feel like people aren't reading what I wrote and just assume I'm complaining about lucid in general instead of the seller.

Oh and last point, I also specifically said that I know it only works on certain roads and a sc advisor told me which ones and I tested them there and it doesn't come on. It has never come on nor given me the option.

 

[Truthlesshunter]

from the sticker of the car

 

[Truthlesshunter]

Both Lucid and the seller should have the original bill of sale that lists all the standard and optional equipment. That document should give you the definitive answer.

Sorry I meant to hit reply to yours...see my above post of picture of the car window sticker

 

[Saksak]

Sorry I meant to hit reply to yours...see my above post of picture of the car window sticker

@Truthlesshunter Now we are getting somewhere! That’s an official document that says you have DDP. Your fight is with the service center. Have them fix it. If they say you don’t have DDP, wave that document in front of them. Escalate up the management chain with that document.

 

[Buffalo Bob]

You wrote...

'To further complicate things, in my account, it says "You have no available upgrades at this time" under Upgrades -> Available, and under "My Upgrades" it says the same thing.'

Are you getting this information via the Lucid app? If so, please know that you can't rely on the upgrade information there. If you haven't already, try accessing your car information using the Lucid website. It's URL is https://lucidmotors.com/portal/login

Creating an account there should give you access to a wealth of information. Once you do so, the dashboard has a tab called Upgrades. Look at 'Available' and see if is shows DDP as being an option. If it's there, then you only have the hardware, but not the software. If that is not present, click 'My Upgrades' and see what's listed. Hopefully, you will see both Surreal Sound Pro and DreamDrive Pro. If you do, you have both the hardware and software, and you can move on to figuring out why it's not working.

Hope this helps...

 

[Truthlesshunter]

You wrote...

'To further complicate things, in my account, it says "You have no available upgrades at this time" under Upgrades -> Available, and under "My Upgrades" it says the same thing.'

Are you getting this information via the Lucid app? If so, please know that you can't rely on the upgrade information there. If you haven't already, try accessing your car information using the Lucid website. It's URL is https://lucidmotors.com/portal/login

Creating an account there should give you access to a wealth of information. Once you do so, the dashboard has a tab called Upgrades. Look at 'Available' and see if is shows DDP as being an option. If it's there, then you only have the hardware, but not the software. If that is not present, click 'My Upgrades' and see what's listed. Hopefully, you will see both Surreal Sound Pro and DreamDrive Pro. If you do, you have both the hardware and software, and you can move on to figuring out why it's not working.

Hope this helps...

That's exactly where I got that information... not the app. I followed the instructions from natick on where to upgrade and where they told me to go...and nothing was there, no available upgrades on the link you gave me

Edit to add screenshots

 

[Buffalo Bob]

That's exactly where I got that information... not the app. I followed the instructions from natick on where to upgrade and where they told me to go...and nothing was there, no available upgrades on the link you gave me

That is so odd. This is what mine looks like...

At the risk of taking you where you've probably already been... Have you verified that you have the LIDAR array on the front of your car. Also, do you have the 360 degree views when navigating tight spaces?

The odd thing about DriveAssist is that there is no obvious way to know that you have it, and that it is functioning properly, unless and until you get on a road that has active DDP support. Here in the US, I'm recently finding that even supported highways seem to be turning off DriveAssist access during high traffic times. I'm not sure what highways have access in Canada, but certainly the QEW should!

 

[Truthlesshunter]

That is so odd. This is what mine looks like...

At the risk of taking you where you've probably already been... Have you verified that you have the LIDAR array on the front of your car. Also, do you have the 360 degree views when navigating tight spaces?

The odd thing about DriveAssist is that there is no obvious way to know that you have it, and that it is functioning properly, unless and until you get on a road that has active DDP support. Here in the US, I'm recently finding that even supported highways seem to be turning off DriveAssist access during high traffic times. I'm not sure what highways have access in Canada, but certainly the QEW should!

Yes to all..lidar (even get lidar warning messages when snow or salt covers it)and yes to the 360 view.

Yeah exactly..that's why I wanted to know how I could test it.. because if it doesn't work on the trans Canadian highway near major cities, then it doesn't work at all. And the rep said it should and it should work at highlighted and bolded roads...which is what the trans Canada highway is on the map

 

[Buffalo Bob]

As deep in the weeds as you are, I'm quite certain that you've activated all of the appropriate DreamDrive settings, so I don't know where else to turn. I do know that, however well-intended they may be, Lucid employees often give definitive answers that prove to be incorrect for at least some vehicles. Given your descriptions, there is no reason why you would not either already have DDP, or the option to activate it. Based on your year and model, I'm fairly certain that you have full DDP access, and that something else is afoot.

 

[Truthlesshunter]

As deep in the weeds as you are, I'm quite certain that you've activated all of the appropriate DreamDrive settings, so I don't know where else to turn. I do know that, however well-intended they may be, Lucid employees often give definitive answers that prove to be incorrect for at least some vehicles. Given your descriptions, there is no reason why you would not either already have DDP, or the option to activate it. Based on your year and model, I'm fairly certain that you have full DDP access, and that something else is afoot.

I think you're right and I have to keep plugging away at lucid. I just thought I'd throw everything out here in case there was something else...appreciate the response!