Customer service issue

[fisheral]

All I'm saying is that the knee-jerk reaction here is like no other forum I've ever experienced. Whether that's a good thing or bad thing...only time will tell.

 

[Lucken]

All I'm saying is that the knee-jerk reaction here is like no other forum I've ever experienced. Whether that's a good thing or bad thing...only time will tell.

When I owned a 2017 MS, I would frequent the Tesla forums. It was actually much worse than anything here, at least at that point. If you said anything remotely derogatory regarding your Tesla experience, you were hit with a multitude of lightning bolts.

 

[Honest Abe]

Agree, need to "somehow" confirm ownership, leave that to the people who run this forum.
To to be paranoid about complaints and link them to bizarre assumptions ie stock maybe a stretch...
If genuine, take the good with the bad!
With regards the issue of service. It's can be a hit on miss depending on location, the person you encounter etc etc
My own, personal experience has been great at the Roswell, GA center.
BTW I'm a relatively new member to this group.

 

[PaulC]

25K miles on 2023 AT. Have contacted CS at least 10X (not in middle of night) and have used the call back option, if not answered immediately, and have received call backs within 10-20 minutes. CS has been responsive as have SC when needed to be scheduled (2x for annual service) and 2x for mobile service.

 

[shaizad]

Genuine question: how can they both be harassing you and also not responding to you? Those seem quite orthogonal.

What specific issues have you run into? Have you tried calling or texting, or contacting a service center directly, if there’s a service issue?

Reminder: this forum is not owned by or operated by Lucid, but by enthusiastic owners.

So, I am being harased because they won't respond to me or fix the issue. I have had their tech visit me on atleast 4 occassions (maybe more) for different software issues over the past 13 months + they took my car to their Houston service centerfor 2 weeks to have it "fixed" - but it's the same underlining cause... Anyways, this time it's the phone won't connect to the bluebooth. See attached two pictures which I have sent to Lucid. If you see, it shows bluetooth connected and the screen shows bluetooth is "on" but "can't connect". My phone does not work on bluetooth. I have to manually click the phone icon for the bluetooth to work. I have shared these pics with Lucid twice this time. I have even texted the technician on *phone number removed* and yet he won't reply either. I have done everything the told me in the ;past to do. Delete the phone from car, delete the app from my phone, reinstall the app, add the phone back to the car... EVERYTHING.

I have reported this issue by email over 10 days back. It would be easier to pass a law in congress than it is to get them to respond. What's the point of buying a Lucid if the software can't be fixed and I have to continously follow up.

 

[Bobby]

So, I am being harased because they won't respond to me or fix the issue. I have had their tech visit me on atleast 4 occassions (maybe more) for different software issues over the past 13 months + they took my car to their Houston service centerfor 2 weeks to have it "fixed" - but it's the same underlining cause... Anyways, this time it's the phone won't connect to the bluebooth. See attached two pictures which I have sent to Lucid. If you see, it shows bluetooth connected and the screen shows bluetooth is "on" but "can't connect". My phone does not work on bluetooth. I have to manually click the phone icon for the bluetooth to work. I have shared these pics with Lucid twice this time. I have even texted the technician on *phone number removed* and yet he won't reply either. I have done everything the told me in the ;past to do. Delete the phone from car, delete the app from my phone, reinstall the app, add the phone back to the car... EVERYTHING.

I have reported this issue by email over 10 days back. It would be easier to pass a law in congress than it is to get them to respond. What's the point of buying a Lucid if the software can't be fixed and I have to continously follow up.

I'm happy to try to help you. DM me and we can hop on a call.

 

[borski]

So, I am being harased because they won't respond to me or fix the issue.

That is not what the word harassment means. But that’s fine, I’m not trying to be pedantic; harassment is a serious accusation, so I’m glad to hear that that is not what is occurring. That doesn’t take anything away from your issues as otherwise stated.

I have had their tech visit me on atleast 4 occassions (maybe more) for different software issues over the past 13 months + they took my car to their Houston service centerfor 2 weeks to have it "fixed" - but it's the same underlining cause... Anyways, this time it's the phone won't connect to the bluebooth. See attached two pictures which I have sent to Lucid. If you see, it shows bluetooth connected and the screen shows bluetooth is "on" but "can't connect". My phone does not work on bluetooth. I have to manually click the phone icon for the bluetooth to work. I have shared these pics with Lucid twice this time. I have even texted the technician on *phone number removed* and yet he won't reply either. I have done everything the told me in the ;past to do. Delete the phone from car, delete the app from my phone, reinstall the app, add the phone back to the car... EVERYTHING.

I have reported this issue by email over 10 days back. It would be easier to pass a law in congress than it is to get them to respond. What's the point of buying a Lucid if the software can't be fixed and I have to continously follow up.

I’m pretty sure @Bobby will be able to help you out here, since he’s seen this before. Your points about CS not responding confuse me a bit, as I don’t understand how they could simultaneously not respond and also visit you four (or more) times, but of course I believe you that they haven’t responded to this specific issue.

Out of curiosity: have you tried calling or texting CS instead of emailing? I’m curious to know if that works better, as I’ve had an improved experience when doing that before. That doesn’t mean emails should go unresponded to, of course.

 

[DrLucid]

So, I am being harased because they won't respond to me or fix the issue. I have had their tech visit me on atleast 4 occassions (maybe more) for different software issues over the past 13 months + they took my car to their Houston service centerfor 2 weeks to have it "fixed" - but it's the same underlining cause... Anyways, this time it's the phone won't connect to the bluebooth. See attached two pictures which I have sent to Lucid. If you see, it shows bluetooth connected and the screen shows bluetooth is "on" but "can't connect". My phone does not work on bluetooth. I have to manually click the phone icon for the bluetooth to work. I have shared these pics with Lucid twice this time. I have even texted the technician on *phone number removed* and yet he won't reply either. I have done everything the told me in the ;past to do. Delete the phone from car, delete the app from my phone, reinstall the app, add the phone back to the car... EVERYTHING.

I have reported this issue by email over 10 days back. It would be easier to pass a law in congress than it is to get them to respond. What's the point of buying a Lucid if the software can't be fixed and I have to continously follow up.

Harassment! Hmmm. You are taking it the wrong way. You are kind of being defensive. This group actually is very professional and they do try to help the best they can. But also the wording of your message did raise some eyebrows and the respondents tried to clarify. No body harassed you. I’ve also had the same problem since 2.4 update where my iPhone didn’t connect to the Bluetooth. Yes your problem is true but that doesn’t make the whole lucid software bad and their customer service is totally bad. Those are extreme statements. I ordered the cars. One which I always have the second one getting delivered today and the gravity which will come. With the first one customer divide was not 100% but for sure was above 90% and this forum helped a bit more for minor things.
I did try erasing the phone and reconnecting which kind of helped. But I decided to connect the phone via usb and don’t have that problem anymore.
Sometimes if we change the way we approach things, things tend to get smoother. That’s my approach. Just a suggestion

 

[shaizad]

I'm happy to try to help you. DM me and we can hop on a call.

Harassment! Hmmm. You are taking it the wrong way. You are kind of being defensive. This group actually is very professional and they do try to help the best they can. But also the wording of your message did raise some eyebrows and the respondents tried to clarify. No body harassed you. I’ve also had the same problem since 2.4 update where my iPhone didn’t connect to the Bluetooth. Yes your problem is true but that doesn’t make the whole lucid software bad and their customer service is totally bad. Those are extreme statements. I ordered the cars. One which I always have the second one getting delivered today and the gravity which will come. With the first one customer divide was not 100% but for sure was above 90% and this forum helped a bit more for minor things.
I did try erasing the phone and reconnecting which kind of helped. But I decided to connect the phone via usb and don’t have that problem anymore.
Sometimes if we change the way we approach things, things tend to get smoother. That’s my approach. Just a suggestion

First I would like to apologize because I thought this forum had Lucid employees on it. I just got off the phone with another member - Bobby who helped me with my issue and fixed it for now. I now understand what is forum does. It's just for owners like you and me - I was NOT aware of that (but now I do...) It is extremely frustrating that emails and reminders about a service issue does not get responded to. I am not on social media (except LinkedIn for work) so not aware on how I could get Lucid's attention. They have come over atleast 4 times, taken my car to their service station for 2 weeks and yet, it's one issue after the other on teh software.

thank you Bobby... you were very helpful. I truly appreciate your help.

 

[borski]

First I would like to apologize because I thought this forum had Lucid employees on it. I just got off the phone with another member - Bobby who helped me with my issue and fixed it for now. I now understand what is forum does. It's just for owners like you and me - I was NOT aware of that (but now I do...) It is extremely frustrating that emails and reminders about a service issue does not get responded to. I am not on social media (except LinkedIn for work) so not aware on how I could get Lucid's attention. They have come over atleast 4 times, taken my car to their service station for 2 weeks and yet, it's one issue after the other on teh software.

thank you Bobby... you were very helpful. I truly appreciate your help.

I totally agree that not having emails responded to can be immensely frustrating. That should never be okay.

I’m glad @Bobby was able to help you out!

 

[Tâm]

So, I am being harased because they won't respond to me or fix the issue. I have had their tech visit me on atleast 4 occassions (maybe more) for different software issues over the past 13 months + they took my car to their Houston service centerfor 2 weeks to have it "fixed" - but it's the same underlining cause... Anyways, this time it's the phone won't connect to the bluebooth. See attached two pictures which I have sent to Lucid. If you see, it shows bluetooth connected and the screen shows bluetooth is "on" but "can't connect". My phone does not work on bluetooth. I have to manually click the phone icon for the bluetooth to work. I have shared these pics with Lucid twice this time. I have even texted the technician on *phone number removed* and yet he won't reply either. I have done everything the told me in the ;past to do. Delete the phone from car, delete the app from my phone, reinstall the app, add the phone back to the car... EVERYTHING.

I have reported this issue by email over 10 days back. It would be easier to pass a law in congress than it is to get them to respond. What's the point of buying a Lucid if the software can't be fixed and I have to continously follow up.

I am not sure if it is a problem because your phone seems to connect to 2 different devices when it should only be one correct one instead:

Lucid Air 050
Lucid-04050

My guess is your phone needs to delete all those 2 different names then add back the correct one.

 

[Bobby]

I am not sure if it is a problem because your phone seems to connect to 2 different devices when it should only be one correct one instead:

Lucid Air 050
Lucid-04050

My guess is your phone needs to delete all those 2 different names then add back the correct one.

This is not correct. The one that has three numbers is for bluetooth (CarPlay, etc.) and the one that has five numbers is for mobile key.

 

[HC_79]

Yeah, I think calling or texting may be the better way to go or contact the Service Center directly. I emailed Customer Care November 8th and to this day, crickets. I ended up calling the Service Center directly and got a service booked in within a week.

Maybe they’re inundated or something as this is the first time I’ve had to contact Lucid for a while (which is good) but yeah, ignored emails don’t send a good message.

 

[joec]

Yeah, I think calling or texting may be the better way to go or contact the Service Center directly. I emailed Customer Care November 8th and to this day, crickets. I ended up calling the Service Center directly and got a service booked in within a week.

Maybe they’re inundated or something as this is the first time I’ve had to contact Lucid for a while (which is good) but yeah, ignored emails don’t send a good message.

I agree with this advice. If you can call a local service center (the number will be listed in your app if you choose your preferred center), call them. In my experience, that's the best way to get help fast. I'm aware not everyone lives near a service center, though.

The service centers are often busy and don't necessarily answer on the first try. But I usually get them after a couple of tries at most. And the people at the service centers tend to be great.

Email seems to go into the void.

Text messages to the general customer care line get answered eventually, but the responses are often unhelpful. I find I have to do a lot and back and forth to get anywhere.

This is not ideal, obviously. I do hope Lucid is taking a good look at the Customer Care situation and re-evaluating it before they double or triple their customer base next year with Gravity.

 

[Stephan94920]

I completely agree with this post! I just the same horrendous service from Marquise today. I have had my Lucid Air for less than six months. Within the first months and less than 500 miles there was a rear drive unit fault. Lucid couldn't figure out how to fix it and it took 19 days to correct the issue! I just got a safety recall for the same issue. EVERY time I try to call service no one answers and I'm directed to customer service. It seems the only job customer service can provide is to say they'll contact the service department and they never call! I am so fed up with this terrible customer experience. So disappointing after being sold a "great customer service" experience by the sales team. Does any one have any suggestions for how to actually speak to a human within customer service in a timely fashion???

 

[Adnillien]

I completely agree with this post! I just the same horrendous service from Marquise today. I have had my Lucid Air for less than six months. Within the first months and less than 500 miles there was a rear drive unit fault. Lucid couldn't figure out how to fix it and it took 19 days to correct the issue! I just got a safety recall for the same issue. EVERY time I try to call service no one answers and I'm directed to customer service. It seems the only job customer service can provide is to say they'll contact the service department and they never call! I am so fed up with this terrible customer experience. So disappointing after being sold a "great customer service" experience by the sales team. Does any one have any suggestions for how to actually speak to a human within customer service in a timely fashion???

Who is Marquise?

 

[Stephan94920]

Who is Marquise?

He's a customer service rep out of the San Francisco Bay Area (same individual referenced in the initial message on this chain). So rude on the phone.

The Lucid experience in the Bay Area is beyond infuriating. It is impossible to get ahold of anyone in the service center and when you talk to customer service (separate department from the service center) it appears the only job a customer service rep can do is call the service department on your behalf and they don't call back.

I really want to like this car as it's nice when it works, but the severe repairs needed within 6 months is so aggravating.

 

[Adnillien]

He's a customer service rep out of the San Francisco Bay Area (same individual referenced in the initial message on this chain). So rude on the phone.

The Lucid experience in the Bay Area is beyond infuriating. It is impossible to get ahold of anyone in the service center and when you talk to customer service (separate department from the service center) it appears the only job a customer service rep can do is call the service department on your behalf and they don't call back.

I really want to like this car as it's nice when it works, but the severe repairs needed within 6 months is so aggravating.

Sorry to hear that you are not getting the service you should get and that most owners are receiving. As others have said, try texting customer care and giving the service center another call.

 

[Stephan94920]

Sorry to hear that you are not getting the service you should get and that most owners are receiving. As others have said, try texting customer care and giving the service center another call.

I called every hour all day (and texted) - no response. So disappointing. It looks like others on this forum have had great experiences with their Lucid - I fear I have a lemon. 2k miles so far - drive system fault at 500 miles (car slowed to 5 mph when I was on the freeway) and now a recall. I understand things happen, but so frustrating no one in the Bay Area is available to speak to a customer within a reasonable timeframe.

 

[borski]

He's a customer service rep out of the San Francisco Bay Area (same individual referenced in the initial message on this chain). So rude on the phone.

The Lucid experience in the Bay Area is beyond infuriating. It is impossible to get ahold of anyone in the service center and when you talk to customer service (separate department from the service center) it appears the only job a customer service rep can do is call the service department on your behalf and they don't call back.

I really want to like this car as it's nice when it works, but the severe repairs needed within 6 months is so aggravating.

I can tell you that the service in the Bay Area is spectacular, especially out of Millbrae, but I'm really sorry you haven't had that experience. That is definitely not the case for most owners.

What issues are you having? Have you tried calling service during business hours, or calling Millbrae sales and then asking to speak to a service rep?