You are correct. The GV60 forum is similarly filled with complaints about service. One difference is that for the GV60, service is provided by independent dealers like BMW, MB, etc. So generalization is more difficult. In one post there I said:
"
I agree with Ed. Each dealer will have different standards, so while one dealer’s service can be crappy, another dealer’s service can be excellent. So if we want to rate service departments,someone should set up a viewable database for each of our dealers and let owners rank their sense of how well that dealer does in a variety of categories. It is important to mention that someone having a bad experience will be much more vocal about the experience than someone who is pleased….
Good idea.
I an coming up on my 5K maintenance so I emailed the Genesis Concierge at my dealership telling him I am a few weeks out, have a squeaky sound when I back out of my garage (brakes?) and I can drop off my car but want a loaner.
He emailed me back with an appointment on Mayday and promised me a loaner.
This is my first test of the allegedly white glove Genesis service at my local dealer (Genesis of North Scottsdale). When I was driving a BMW, I always got BMW loaners; curious what loaner they will provide to me. If I am stuck on the road, I will press the infinity button on the car; otherwise my plan is to let the Concierge do the work, not me."
You will see in the posts at the Genesis site that I note that if I encounter that kind of service, rather than the white glove treatment promised by Genesis, I will be trading in my GV60 for a different brand of car.
My comments are about all luxury cars. Lucid is competing with BMW, Mercedes, Audi, etc. and providing quality service is a good part of that. From what I have seen and heard, the actual service provided by Lucid is superb. The potential problem is getting to that service and the communications around it.
I can live with delays in getting appointments for scheduled maintenance. If I can't handle that, it is time to give up driving. But if my car breaks down, I do expect to be able to get my emergency call answered by someone who can properly handle it, get my car towed and provide me with a reasonable loaner ((I understand that Lucid is a new company and might not be able to provide me with a Lucid loaner but if I am driving a luxury car, I expect a somewhat similar loaner (even a quality ICE vehicle if my car will not be for long).
I am very much aware of the limited value of forums such as this one and the one for the Genesis. Here is one post I made on the Genesis forum:
I an coming up on my 5K maintenance so I emailed the Genesis Concierge at my dealership telling him I am a few weeks out, have a squeaky sound when I back out of my garage (brakes?) and I can drop off my car but want a loaner.
He emailed me back with an appointment on Mayday and promised me a loaner.
This is my first test of the allegedly white glove Genesis service at my local dealer (Genesis of North Scottsdale). When I was driving a BMW, I always got BMW loaners; curious what loaner they will provide to me. If I am stuck on the road, I will press the infinity button on the car; otherwise my plan is to let the Concierge do the work, not me."
Here is another post of mine from the Genesis forum:
"These reports are horrible. So far I have not had to have my car in for any reason. But if I were facing the kind of service that has been reported here, I would sue Genesis over its false representations (it helps that I am a retired litigator so I would represent myself).
Allegedly my dealership has a Genesis concierge.
But...as I have said, so far my car has been rock solid with no servicing needs (other than resetting the info system and that was done when I pressed the infinity button and spoke with the Genesis person who told me how to do a reboot. Very simple and it worked)."
Here is another one of my posts about initial problems:
"i guess the Lucid checklist won't do. I am not aware of any. Just like the Lucid forum, this one is filled with complaints from major to minor. I would peruse the forum to see which issues might be identifiable in your inspection.
Definitely get the contact info for your sales person and the Genesis concierge in the dealership. Most of the complaints have been around Genesis customer service rather than the vehicle itself...much like the Lucid again. Every car company includes some neat features and leaves other out. For the GV60 there are no soft close doors. On the other hand, it does have easy entry/easy exit.
Welcome to the Genesis world. A lot of neat features but the driving won't compare to the Lucid Air."
I cancelled my Lucid reservation because of poor communications from Lucid. I expected to hear on November 15, 2022 about the specification set for the RWD Pure. A few months later, with still no information, I got the GV60 and cancelled my Lucid reservation.
So, yes, I am very much aware of the complaints about Genesis service on the Genesis forum. I am equally unwilling to put up with that whether it is for the Lucid Air or the Genesis GV60. A number of years ago I sold a BMW back to BMW as a quasi lemon law sale. As a consumer I expect not only a good product but excellent service and I am willing to pay for it.
From everything I have seen and heard, the Lucid service providers are superb. But while the forum responses are not statistically valid, there are enough of them regarding the process of getting to an actual repair person to raise questions.
