Customer service issue

[Stephan94920]

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?

I'm glad to hear you've had a good experience. That is what sold my wife and I on Lucid. We read Consumer Reports and did a considerable amount of research before moving forward with a car from a relatively new company. The issues are as follows:

-Sales experience was great. Worked with Kirk Dye in Corte Madera. He personally drove us to Sacramento to pick up our Lucid Air.
-Within two months of ownership and 547 miles driven, the car suddenly stopped working (drive system fault). Luckily I was in a parking garage at SFO so parked and called service assuming I could talk to an actual human being. No one answered. Called the sales team in Corte Madera. They tried their best to get me in touch with anyone at service. Customer care called me to complain that my car was in a parking garage and "how would I get it to service". Finally, a few days later, Lucid figured out how to tow it.
-Took 19 days to fix the problem. Called and texted repeatedly to figure out the problem. Was only greeted with "we don't know how to turn your car on".
-After that, car worked well, minus random software issues (car doors often had to be opened twice before it would turn on).
-Fast forward to yesterday - got a recall notice in the mail for the SAME drive system fault issue. Immediately called service. No one picked up. Tried calling all day. No answer. Ultimately called the sales team and they tried their best to get me in contact with someone at service.
-Service finally called. Recall notice said it was a two hour repair. Service said it would take upwards of 2 weeks and maybe more because they're busy.
-Lucid had no loaner cars, but offered to set me up with an Enterprise Rental Car and a Lyft to Enterprise. Got to Enterprise just to be told they don't have any rental cars available because of the holidays. Then sent to another Enterprise location.
-The Lucid Air has less than 2,200 miles driven with two massive mechanical errors. I have no faith in this company and am so angry I was sold a dream by the sales team only to be left with empty promises and no one to every speak to at service.

Images attached of the issues. Would be grateful for any guidance / hope for how to deal with Lucid.

 

[borski]

-Within two months of ownership and 547 miles driven, the car suddenly stopped working (drive system fault). Luckily I was in a parking garage at SFO so parked and called service assuming I could talk to an actual human being. No one answered. Called the sales team in Corte Madera. They tried their best to get me in touch with anyone at service. Customer care called me to complain that my car was in a parking garage and "how would I get it to service". Finally, a few days later, Lucid figured out how to tow it.

For the future, the thing to do in this case is to call customer care and request 24-hour emergency service; they will send a tow truck and tow the vehicle.

-Took 19 days to fix the problem. Called and texted repeatedly to figure out the problem. Was only greeted with "we don't know how to turn your car on".

19 days isn't totally abnormal depending on how busy they are. The second part doesn't make any sense, since they can (and have) created key cards and fobs as needed for vehicles; they do need you to open it for them at least once, but after that they're good to go. And you can unlock it remotely.

-Fast forward to yesterday - got a recall notice in the mail for the SAME drive system fault issue. Immediately called service. No one picked up. Tried calling all day. No answer. Ultimately called the sales team and they tried their best to get me in contact with someone at service.

How do you know it is the same issue? Everyone got that recall notice, and it is to check the length of a wiring harness; I would not assume it is the same issue.

-Service finally called. Recall notice said it was a two hour repair. Service said it would take upwards of 2 weeks and maybe more because they're busy.

The repair is two hours. When those two hours happen is a different story. This time of year is literally the busiest, fwiw. Not excusing, fyi - just explaining.

Thank you for providing the details. That's helpful in figuring out what might be happening.

 

[Stephan94920]

For the future, the thing to do in this case is to call customer care and request 24-hour emergency service; they will send a tow truck and tow the vehicle.


19 days isn't totally abnormal depending on how busy they are. The second part doesn't make any sense, since they can (and have) created key cards and fobs as needed for vehicles; they do need you to open it for them at least once, but after that they're good to go. And you can unlock it remotely.


How do you know it is the same issue? Everyone got that recall notice, and it is to check the length of a wiring harness; I would not assume it is the same issue.


The repair is two hours. When those two hours happen is a different story. This time of year is literally the busiest, fwiw. Not excusing, fyi - just explaining.

Thank you for providing the details. That's helpful in figuring out what might be happening.

Thanks for the responses. I appreciate it. I was told by the sales team the recall was related to the same rear drive fault issue I already experienced - they may have been misinformed.

My frustration here stems from the fact that the sales team pitched their strong service communication and prompt service, which hasn't been the case at all. I am struggling to understand how I can't ever speak to a service team member within a timely fashion despite calling or texting.

Lastly, and the key source of my frustration today (thank you for your responses and hearing me out) is how this Lucid Air has had two major issues within 7 months and I have no one at the company's service team to turn to for guidance. This forum has been so much more helpful within 2 hours than Lucid's entire service/sales/customer service team has been over the course of my ownership. I get it's a young company, but I feel deceived my the sales pitch I received when purchasing the car.

 

[hellolucid]

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.

mine shows Android every once in a while, and my iPhone connects to it. maybe the AAOS?

 

[A Fischman]

Thanks for the responses. I appreciate it. I was told by the sales team the recall was related to the same rear drive fault issue I already experienced - they may have been misinformed.

My frustration here stems from the fact that the sales team pitched their strong service communication and prompt service, which hasn't been the case at all. I am struggling to understand how I can't ever speak to a service team member within a timely fashion despite calling or texting.

Lastly, and the key source of my frustration today (thank you for your responses and hearing me out) is how this Lucid Air has had two major issues within 7 months and I have no one at the company's service team to turn to for guidance. This forum has been so much more helpful within 2 hours than Lucid's entire service/sales/customer service team has been over the course of my ownership. I get it's a young company, but I feel deceived my the sales pitch I received when purchasing the car.

I designed vehicle distribution and parts systems for Nissan for 32 years. In that period I remember prioritization of parts orders. They had normal parts orders, vehicle off road orders (VOR), and customer care orders (CSC). The Customer Care Orders were for disabled vehicles and given immediate priority. It seems to me that in this instance Lucid should give the highest priority to this customer because his vehicle is totally disabled. I am not doubting that the service center is busy however, I am sure that all of the other vehicles are not in need of this level of priority and may not even be vehicles that have been sold.