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Email from Marc/Lucid this morning

tarator said:
They have? When and where?
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There’s either been posts in here or on the plethora of other social media platforms but Nick did say it’s being worked on. I think we all just need to understand that not everything can be done in 5 mins.
 
tarator said:
These are the only two options? Interesting.
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No, there’s other avenues that have been used for years like the customer care email, customer care texting and calling options for them to relay to the appropriate team and now they’ve set up a dedicated email.

They could’ve just sent an email saying “we’re working on it” and left it at that or said continue to go through Customer Care etc.
 
Why now? Didn’t they learn from the owners and online reviews of the Air that software needs to be improved? Going into the Gravity production, anyone that owned or reviewed the Air could have told you the software in the upcoming Gravity should be better when compared to the Air and rock solid before delivery. By rock solid, I am not referring to feature rich, but stable. Things should just work.

That means no laggy backup cameras, key fob should just simply work and the battery should not need to be replaced every few months, navigation should work well, reducing OTA updates bricking cars, screens going black, etc…

Oh wait, are these the same issues people are experiencing in the new Gravity as with the Air??! Did we not learn from the owners of the Air the issues that is super frustrating and hopefully does not repeat itself with your next product that is going to help save your company from extinction?

Profile switching, don’t even get me started on that one. And why would you put the face detection sensor below the dash so the steering wheel can cover it?!!

Transparency? Robustness!
 
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AlignTrex said:
Why now? Didn’t they learn from the owners and online reviews of the Air that software needs to be improved? Going into the Gravity production, anyone that owned or reviewed the Air could have told you the software in the upcoming Gravity should be better when compared to the Air and rock solid before delivery. By rock solid, I am not referring to feature rich, but stable. Things should just work.

That means no laggy backup cameras, key fob should just simply work and the battery should not need to be replaced every few months, navigation should work well, reducing OTA updates bricking cars, screens going black, etc…

Oh wait, are these the same issues people are experiencing in the new Gravity as with the Air??! Did we not learn from the owners of the Air the issues that is super frustrating and hopefully does not repeat itself with your next product that is going to help save your company from extinction?
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I agree with you. The fact they released the car with all the key issues alone when it was a huge complaint on the Air was a case of “WTF were you thinking”.

Maybe they thought they could fix things quickly and it backfired on them or they thought people were just going to continue to be forgiving on the software issues because of how the car drives but it seems Lucid pushed the limits of what owners were willing to accept.

I also think owners and media were more forgiving on the Air because is was the first produced car from them but Lucid should never have assumed the same for Gravity and now they’re paying the price for it. It’s not like they haven’t known it’s a problem, they’ve been making team changes behind the scenes for some time now. This time though, they got called out on it enough publicly that they had to say something.

Hopefully this is the wake up call they needed because if they think they can launch the Earth in the same state they launched the Gravity it’s safe to say Lucid would be done and dusted. They’d never be able to recover from it as a company trying to convince people to switch to a newcomer.
 
MorganB said:
Gravity and Air are two different software stacks. While they are bringing more updates to the Air that will be similar to the current gravity software it is a totally different software code.
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Yes, that's true today. But my impression is that Lucid is planning for the Gravity software to eventually be the basis for a unified software stack for all their vehicles. That said, it seems like they've been more clear about that for future vehicles, and I don't know how much they've said about whether they intend it for the Air. Given how expensive it is to maintain the software, it seems like there is an incentive to unify the Air with the other vehicles.
 
TahoeMichael said:
Yes, that's true today. But my impression is that Lucid is planning for the Gravity software to eventually be the basis for a unified software stack for all their vehicles. That said, it seems like they've been more clear about that for future vehicles, and I don't know how much they've said about whether they intend it for the Air. Given how expensive it is to maintain the software, it seems like there is an incentive to unify the Air with the other vehicles.
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My understanding is what the Gravity has is possible on the Air but it’s a full code rewrite and given the race to get to Earth I can see why that’s not a priority. It’s not a simple copy and paste because the hardware architecture changed.

Someone raised it a a recent owners event and from memory I believe they said to not expect any major changes until 2027 at the earliest.
 
msaunders9430 said:
Total agreement.
I'm not suggesting additional or improved methods of communicating issues wouldn't be nice.
Just saying Lucid's methods for dealing with issues aren't stuck in the 1990's.

As for the repeating for the n-th time; nobody's paying you to post.
Manage your time. :)
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I'm actually more optimistic that they're going the lo-fi route, to try to get at the feedback as fast and as crisp as possible.

Is it more annoying? Possibly. But it focuses the software engineers to fix issues and work on new features, instead of building feedback systems, integrating with third-party customer service software, or whatever else. Even if they get a deluge of emails, that's on a product manager or customer support manager to triage, and you're not bottlenecked on standing up new systems. It's tempting to think of the Lucid team as this mass of fungible workers with leaders ordering them around their whims at the top; the actions show a bit more consideration and if you read between the lines a little you can kinda tell what they're prioritizing.
 
allenmhc said:
I'm actually more optimistic that they're going the lo-fi route, to try to get at the feedback as fast and as crisp as possible.

Is it more annoying? Possibly. But it focuses the software engineers to fix issues and work on new features, instead of building feedback systems, integrating with third-party customer service software, or whatever else. Even if they get a deluge of emails, that's on a product manager or customer support manager to triage, and you're not bottlenecked on standing up new systems. It's tempting to think of the Lucid team as this mass of fungible workers with leaders ordering them around their whims at the top; the actions show a bit more consideration and if you read between the lines a little you can kinda tell what they're prioritizing.
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Triage is the key element there.

I would imagine everything thing from hang nails (non-issue; didn't read the manual) to heart attacks (car close to being inoperable) will be emailed to the email address.
 
AlignTrex said:
Why now? Didn’t they learn from the owners and online reviews of the Air that software needs to be improved? Going into the Gravity production, anyone that owned or reviewed the Air could have told you the software in the upcoming Gravity should be better when compared to the Air and rock solid before delivery. By rock solid, I am not referring to feature rich, but stable. Things should just work.

That means no laggy backup cameras, key fob should just simply work and the battery should not need to be replaced every few months, navigation should work well, reducing OTA updates bricking cars, screens going black, etc…

Oh wait, are these the same issues people are experiencing in the new Gravity as with the Air??! Did we not learn from the owners of the Air the issues that is super frustrating and hopefully does not repeat itself with your next product that is going to help save your company from extinction?

Profile switching, don’t even get me started on that one. And why would you put the face detection sensor below the dash so the steering wheel can cover it?!!

Transparency? Robustness!
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Well for one thing they have a new CEO. For me that’s a huge change and would explain more transparency and responsiveness on software. But I’m guessing there are many other reasons why now.
 
RajD said:
Well for one thing they have a new CEO. For me that’s a huge change and would explain more transparency and responsiveness on software. But I’m guessing there are many other reasons why now.
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They don’t have a new CEO at all. Marc is only interim and I hope to god they don’t make him CEO. No offense to Marc, but Lucid needs someone like an RJ Scarange or hate to say it, Elon (past Elon not present) who understands the non-traditional ways to build a company, it’s brand and hype. The days of going to every business channel to appease Wall St are over. Clearly it’s not working, look at the share price!
 
MorganB said:
Gravity and Air are two different software stacks. While they are bringing more updates to the Air that will be similar to the current gravity software it is a totally different software code.
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Saw nick on an interview today talking about porting ux3 to air, but eluded to unifying the software stack because they want to minimize the software so they can make bug swatting and feature addition more efficient. Makes sense, but not sure how they can do it. Can’t imagine that as an ota.
 
Question for folks. Are people overall happy with the hardware or do you feel you wish you waited until next year’s model to fix some of those issues (water leaking in frunk, as an example)? I’m asking as a prospective buyer.

Thanks.
 
HC_79 said:
They don’t have a new CEO at all. Marc is only interim and I hope to god they don’t make him CEO. No offense to Marc, but Lucid needs someone like an RJ Scarange or hate to say it, Elon (past Elon not present) who understands the non-traditional ways to build a company, it’s brand and hype. The days of going to every business channel to appease Wall St are over. Clearly it’s not working, look at the share price!
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so, I believe Marc is quite new (late Feb 2025) relative to the when the Air was released (10/21). The software issues of the Air were most pronounced in those 3+ years of Rawlinson’s reign, not Marc’s. And I think most would agree the air software is MUCH better this year than it was prior to 2025.

Also, don’t forget it was Lucid’s ‘visionary’ CEO Rawlinson who green lit releasing the Gravity prematurely (Nov/Dec24) with the litany of software issues we all complain about daily here. That wasn’t Marc’s decision.

Regardless of his interim status, he is CEO and can and should very much set the tone of the company. This email, to me, suggests that he is trying to do just that. Brand and hype are not going to solve software failures and all the recent high profile negative reviews have killed the hype. I think you go back to formula - fix the software, be honest with your customers, and build the hype for Earth.
 
RajD said:
Regardless of his interim status, he is CEO and can and should very much set the tone of the company. This email, to me, suggests that he is trying to do just that. Brand and hype are not going to solve software failures and all the recent high profile negative reviews have killed the hype. I think you go back to formula - fix the software, be honest with your customers, and build the hype for Earth.
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Well the email should’ve come long before today then. Instead of being upfront with almost 6 months of people complaining he hid under a rock. If those negative reviews didn’t come out I can almost guarantee no email would’ve come from Marc. Instead of being proactive and upfront he waited until his hand was forced and had no choice but to react to put the fire out.

Marc is the one that “re-launched” the Gravity in March. Peter was well gone by then. He therefore should take accountability for the issues over the last 6 months.
 
HC_79 said:
Well the email should’ve come long before today then. Instead of being upfront with almost 6 months of people complaining he hid under a rock. If those negative reviews didn’t come out I can almost guarantee no email would’ve come from Marc. Instead of being proactive and upfront he waited until his hand was forced and had no choice but to react to put the fire out.

Marc is the one that “re-launched” the Gravity in March. Peter was well gone by then. He therefore should take accountability for the issues over the last 6 months.
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There are lots of people advising these folks including counsel/legal. Maybe some thought it would create liability for the company to release such a statement.
 
RLead8 said:
There are lots of people advising these folks including counsel/legal. Maybe some thought it would create liability for the company to release such a statement.
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For sure but to make out it was all Peter’s fault and Marc didn’t play a role in this is naive.
 
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To be fair……. At least he didn’t start the email with “11 months ago I inherited his mess….” 😂
 
HC_79 said:
For sure but to make out it was all Peter’s fault and Marc didn’t play a role in this is naive.
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Would you mind answering my question above? If software were fully fixed, would you otherwise be happy/satisfied with the vehicle or are you also disappointed with parts of the hardware and would advise folks wanting to buy to wait?
 
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