Dream Edition: What Excellent Support Looks Like

[mike1121]

As a counterpoint to some others experience I wanted to share mine. As some of you made read in another post, our 26 GGT experienced a drive system fault error while visiting my in laws in Palm Desert. Vehicle gave me 5 minutes to pull over. We made it to their house and I called Lucid Roadside, thinking “surely I’ll be on hold for hours as others have said”.
Nope.
Call answered immediately at 11pm and a tow was dispatched for 6 am the next morning on a Sunday. I texted my SA number at Lucid Costa Mesa and explained my vehicle was being towed in and I need alternate transportation.

Tow arrived on time and took my Gravity away. As I was trying to figure out transport, I received a response from my SA in Costa Mesa! On a Sunday! He immediately sourced a rental for me at a nearby Enterprise and offered me a uber if I needed to get there.

Vehicle ended up sitting there in Costa Mesa for 32 days and I finally picked it up today. Lucid is reimbursing my gas for my rental also.

Was 32 days optimal, no? I did open a buyback request with the mediation team in case it sat there longer and/or I have another drive system fault. I figure worst case, I just lease a new one.

Spoke with the service manager in Costa Mesa, Nikolai (sp). He reads the forum (hello Nikolia if you are reading this!) As others have stated, Mission Viejo is opening with an 18 bay facility. They are onboarding two more SA at Costa Mesa and expanding techs. The goal is for service visits to be 3 days or less.

For what it’s worth, I asked my SA for a second key fob and he immediately set me an appointment for mobile service for tomorrow to have a tech come out and program it for me, goodwilled.

Did it suck to not have my Gravity? For sure. I was getting pretty frustrated. But as soon as I got back in it, the love was rekindled. I missed it so much!

Service is improving! Thanks to Chris Pantages, Nickolai, and the entire team in Costa Mesa.

 

[gaskiller]

Good to see it improving. People also need to realize this is still a company in its infancy, service won’t be perfect. It’s not even perfect in our traditional dealers whose manufacturers have been in business for more than 5 decades.

Was buying a new Hyundai, it was transported from another dealer. Guess what- they drive the car 200 miles, no transport. Wasn’t even disclosed to me, I showed up early and saw bugs on it. I walked away. Pretty lousy way to sell a car. They just try to hide the facts, nickel and dime you, and then they wonder why people hate them.

 

[borski]

9/24 my Air had a drive system error and went into turtle mode. Damn. I called service, they told me they had a loaner available, and I drove to service. It took forever, because I couldn’t take the highway (turtle mode) but otherwise it was fine.

Within an hour or so I was out of service with a nice, clean, Air Touring loaner.

I got the car back today, 10/22. It was actually ready 10/19 but I needed some time to pick it up as I’ve been busy.

They even fixed one or two things out of warranty they didn’t have to.

This is San Jose.

I hope everyone has this same service experience.