Custom Order for Air Touring - Conflicting Delivery Expectations

[ErinTheBlack]

I ordered an Air Touring 75 days ago and was informed to expect production “sometime in October.” However, I have not received any proactive updates regarding my order. When I inquired, my Sales Associate indicated he had no visibility into production timelines but reiterated the expectation of an October delivery.

Recently, I escalated my concerns to a Sales Manager, who explained that an order does not guarantee vehicle production, describing it instead as a “wish list.” This has left me perplexed, especially considering that I have placed a deposit and received a Reservation Confirmation (details below).

I would like to know if my experience is unique and if there are any ways to gain further insight into the production status of my vehicle and its expected timeline.

I am quite disappointed with this experience, especially as I chose Lucid for its reputation as a premier brand with a promising product.

Thank you for sharing your experience and/or guidance

 

[elusive7]

Sorry to hear about your experience - that's definitely abnormal from my time here on the forums and as an owner myself. Lucid will definitely make you right - looping in @mcr16.

 

[DennisIS]

I ordered a 2025 Touring... Got a call: They had a factory run with a bad batch of batteries so they have to swap batteries ... "In Production" is something of a black hole. If they were smart they'd add photos of your car along the process...

 

[jedwin]

a Sales Manager, who explained that an order does not guarantee vehicle production, describing it instead as a “wish list.”

This caught my attention, since I’m on the verge of ordering “just what I want” on an Air Pure, and am ready to wait the 3-4 months…..but fully expecting I’ll receive a car that matches my order (including accepting that one of my chosen options automatically triggers one I wouldn’t choose, but am OK with this reality)

Do explicit orders truly fall prey to the dreaded “85% match” of the Available Cars game? Or is this an aberration?

 

[Bobby]

This caught my attention, since I’m on the verge of ordering “just what I want” on an Air Pure, and am ready to wait the 3-4 months…..but fully expecting I’ll receive a car that matches my order (including accepting that one of my chosen options automatically triggers one I wouldn’t choose, but am OK with this reality)

Do explicit orders truly fall prey to the dreaded “85% match” of the Available Cars game? Or is this an aberration?

Only one data point, but I ordered and got exactly what I wanted. Most people who have Lucids had the same experience. I will admit that there were fewer options back then but no reason to settle.

 

[DennisIS]

This caught my attention, since I’m on the verge of ordering “just what I want” on an Air Pure, and am ready to wait the 3-4 months…..but fully expecting I’ll receive a car that matches my order (including accepting that one of my chosen options automatically triggers one I wouldn’t choose, but am OK with this reality)

Do explicit orders truly fall prey to the dreaded “85% match” of the Available Cars game? Or is this an aberration?

That was NOT what I was told/discussed when I placed my factory order. Expectation: I would get exactly my choice of features/options/colors/etc. My sales person tried to match with inventory, and after the matches weren't OK with me, we placed a factory order.

 

[ErinTheBlack]

I ordered a 2025 Touring... Got a call: They had a factory run with a bad batch of batteries so they have to swap batteries ... "In Production" is something of a black hole. If they were smart they'd add photos of your car along the process...

You were very lucky to receive a call - proactive notification is something that my order is lacking, unfortunately. I wish you the best with your new vehicle when it arrives. Thanks

 

[Shrews]

Erin, you are NOT alone. What you have experienced is exactly what I experienced. And as I have stated in other posts, your experience is unlikely to improve.
They loop in 'MCR16', creating the perception of escalation, but communication from start to finish remains abysmal. It cannot be that difficult to keep people informed and provide regular updates regarding the custom orders. Proactive updates to ordering customers is a simple action and an excellent way to create customer satisfaction. Instead, they do quite the opposite.

 

[Rogue]

This caught my attention, since I’m on the verge of ordering “just what I want” on an Air Pure, and am ready to wait the 3-4 months…..but fully expecting I’ll receive a car that matches my order (including accepting that one of my chosen options automatically triggers one I wouldn’t choose, but am OK with this reality)

Do explicit orders truly fall prey to the dreaded “85% match” of the Available Cars game? Or is this an aberration?

As Bobby mentioned, if you order a car that does not match inventory, then you are simply subjected to a wait until your exact car is produced.

I imagine they have a backlog of requested vehicles. This is probably sorted by trim. They then would likely sort vehicles by options. Some vehicles in that queue may be based on demand vs an order. The vehicles then get produced.

Back in the day, "Production" status typically meant two weeks in the factory plus up to 2 weeks for delivery and QA. Hope this helps.

 

[Bobby]

Erin, you are NOT alone. What you have experienced is exactly what I experienced. And as I have stated in other posts, your experience is unlikely to improve.
They loop in 'MCR16', creating the perception of escalation, but communication from start to finish remains abysmal. It cannot be that difficult to keep people informed and provide regular updates regarding the custom orders. Proactive updates to ordering customers is a simple action and an excellent way to create customer satisfaction. Instead, they do quite the opposite.

So, let me get this straight, you ordered a car and it’s taking longer than you hoped. You have a specific configuration you want, and knowing this, you knew that it would take more time than an in-stock vehicle. Believe me, there’s nothing they’d rather do than trade you a car for your money. I’m sure if they could, they would do it right this second. I suggest you just enjoy your life for a while; you’ll get your car. Some of us early adopters waited over two years for our vehicles. We cheered Lucid on. We watched every possible morsel of news and savored every announcement. We stayed positive, we rooted for the company, and we were rewarded with an unbelievable machine. We certainly didn’t air out our complaints for fear of sounding like an entitled person, especially in the world where so many people are suffering.
30,000 miles later, I wouldn’t trade this car for anything. Let the process work its way through, focus on other things that matter to you, and soon, you will have a wonderful new Lucid in your driveway. I find that in moments like this, I can look at the world around me and realize just how fortunate I am. If the lack of a phone call or email from Lucid is creating as much stress in your life as your posts imply, perhaps this means you have an amazing life! Congratulations on that!

 

[Pragmatic]

They don't seem to be complaining about the wait. The problem is they were told it would be 75 days, that date past and there was no follow up. When they followed up, no excuse for the delay was given just a statement that orders don't mean production. While Lucid makes a great car, the lack of transparency and communication is frustrating.

 

[mnat]

So, let me get this straight, you ordered a car and it’s taking longer than you hoped. You have a specific configuration you want, and knowing this, you knew that it would take more time than an in-stock vehicle. Believe me, there’s nothing they’d rather do than trade you a car for your money. I’m sure if they could, they would do it right this second. I suggest you just enjoy your life for a while; you’ll get your car. Some of us early adopters waited over two years for our vehicles. We cheered Lucid on. We watched every possible morsel of news and savored every announcement. We stayed positive, we rooted for the company, and we were rewarded with an unbelievable machine. We certainly didn’t air out our complaints for fear of sounding like an entitled person, especially in the world where so many people are suffering.
30,000 miles later, I wouldn’t trade this car for anything. Let the process work its way through, focus on other things that matter to you, and soon, you will have a wonderful new Lucid in your driveway. I find that in moments like this, I can look at the world around me and realize just how fortunate I am. If the lack of a phone call or email from Lucid is creating as much stress in your life as your posts imply, perhaps this means you have an amazing life! Congratulations on that!

A bit aggressive Bobby....

 

[ErinTheBlack]

They don't seem to be complaining about the wait. The problem is they were told it would be 75 days, that date past and there was no follow up. When they followed up, no excuse for the delay was given just a statement that orders don't mean production. While Lucid makes a great car, the lack of transparency and communication is frustrating.

Exactly this

 

[DrLucid]

They don't seem to be complaining about the wait. The problem is they were told it would be 75 days, that date past and there was no follow up. When they followed up, no excuse for the delay was given just a statement that orders don't mean production. While Lucid makes a great car, the lack of transparency and communication is frustrating.

I agree. Lucia makes a great air but a little transparency in communication will really help the potential buyers.