Excellent first service experience

cgm9999

Member
Joined
Apr 17, 2024
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139
Cars
Rivian R1S, SRT Viper
...it was fantastic!

I had the typical stuff replaced. The clicking steering wheel and clacky/sticky silver appliqué buttons finally got to me, so I put in a service ticket. My pilot panel also stopped moving upward, so it was a good time to get service involved.

I put in the service request on a Monday and by Thursday a tech showed up to my house in a GT loaner(!). The next day, my car was brought back to my house and everything was replaced with no issues. It was as painless and seamless as could be.

By owning a Lucid, I avoided:
  1. Determining a time out of my schedule that I could be without my car;
  2. Coordinating with the wife about who's going to drop the other off at work, run the errands, etc;
  3. Driving my car out of the way to a dealership on a weekday during morning rush hour traffic in a major metro city;
  4. Letting my team know that I would be late to work that day;
  5. Dealing with the chaos that is a modern day service bay at a dealership (i.e. figuring out where to park my car since the bay is already jam packed with customer cars, asking a porter where to put my car but being told "no ingles", parking my car in a sales customer spot in the front of the dealership, walking a half a click in the snow to the service department at the back of the dealership while wearing cordovan leather oxfords because it's 0730hrs and the front of the dealership is not unlocked, etc.)
  6. Explaining to an apathetic, overworked service advisor my issues, then being told that that the diagnostic fee will be $200 even though my car is still under bumper to bumper warranty;
  7. Being told that there are no loaners available and then insisting on one because the whole reason I scheduled service on this day is because I was told by the scheduler that a loaner would be available;
  8. Being given a Nissan Versa with mismatching tires (both Nankang and Laufen tires and balder than Telly Savalas? Oh boy!) and the fetid miasma of old breast milk as a loaner;
  9. Waiting patiently all day for a status update on my car, which actually never comes;
  10. Calling the dealership service desk multiple times because no one ever picks up or returns requests for a call back;
  11. Finally getting a hold of my service tech 2 days later (because he was on vacation, you see) only to be told that the parts for my car are backordered without an ETA;
  12. Picking up my car days later, with greasy finger/palm prints all over the interior, and fresh scratches over every square inch of paintwork from the complementary "car wash" that uses brushes caked with grit and dirt from the 1995 Dodge Ram Dually that got "washed" right before my car did;
  13. Filing a complaint with the dealership to be reimbursed for the damage done to my car, and;
  14. Threaten legal action when the dealership inevitably denies any wrongdoing.
And yes, this is an account of a real situation that has happened on two separate occasions at two different dealerships.

As a car buyer, the decision to purchase a vehicle involves far more than determining how good the actual car is. When you're young/inexperienced with car purchasing, you don't care about the details like resale value, predicted reliability, serviceability and dealership experience after the sale. However, once you've had a few of the above experiences, the after-the-sale experience moves up the list on the hierarchy of important things when considering a new car. I don't have "FU money", but I do well enough to have a stable of nice cars from a career that demands A LOT of me, and as such, I simply don't have the luxury of having the extra time and patience for nonsense. I've eliminated specific cars from consideration simply because I knew that when something failed, I'd have to deal with a carnival of chucklef***s at a particular dealership network.

I say all of this because even though Lucid has issues in terms of software and little things here and there, a lot of that is completely mitigated for me because a.) none of these issues "brick" my car or leave me stranded, and; b.) the service experience is stellar. In other words, I know that if something goes wrong, a Lucid will be brought to my door, and mine will be whisked away to be worked on - easy peasy. Short of having absolutely flawless for the life of the vehicle, this is as good as it gets for me in terms of service.

I don't think people do this algebra, either - even a reliable car needs service every once and a while, and if the dealership experience blows, it's still a pain in the ass, reliable car or not. It's to the point now that the thought of having to do the whole "go to the service department thing" whenever I need service is a non-starter for me.

That's why as nice as a Porsche/Lexus/BMW/Mercedes/etc. might be, as long as I have to deal with the service department in a traditional way, it's going to give me pause before deciding to purchase one of those cars. Lexus changed the game in the '90s by not only making an outstanding product at an outstanding price, but also providing an outstanding service experience, as well. As great as this is, the next step in customer satisfaction is removing as much as the traditional service experience as possible, which Lucid does. As nice as the service department's coffee is at the Lexus dealership, the fact that I have to go there at all is less than ideal.

With my Lucid and Rivian, I don't have to worry about such things and that's a huge win for me and a major reason why I'd consider buying another.
 
Lucid service is exceptional, software isn’t that bad as people say here on the forum, it’s 95% there!!!!
 
...it was fantastic!

I had the typical stuff replaced. The clicking steering wheel and clacky/sticky silver appliqué buttons finally got to me, so I put in a service ticket. My pilot panel also stopped moving upward, so it was a good time to get service involved.

I put in the service request on a Monday and by Thursday a tech showed up to my house in a GT loaner(!). The next day, my car was brought back to my house and everything was replaced with no issues. It was as painless and seamless as could be.

By owning a Lucid, I avoided:
  1. Determining a time out of my schedule that I could be without my car;
  2. Coordinating with the wife about who's going to drop the other off at work, run the errands, etc;
  3. Driving my car out of the way to a dealership on a weekday during morning rush hour traffic in a major metro city;
  4. Letting my team know that I would be late to work that day;
  5. Dealing with the chaos that is a modern day service bay at a dealership (i.e. figuring out where to park my car since the bay is already jam packed with customer cars, asking a porter where to put my car but being told "no ingles", parking my car in a sales customer spot in the front of the dealership, walking a half a click in the snow to the service department at the back of the dealership while wearing cordovan leather oxfords because it's 0730hrs and the front of the dealership is not unlocked, etc.)
  6. Explaining to an apathetic, overworked service advisor my issues, then being told that that the diagnostic fee will be $200 even though my car is still under bumper to bumper warranty;
  7. Being told that there are no loaners available and then insisting on one because the whole reason I scheduled service on this day is because I was told by the scheduler that a loaner would be available;
  8. Being given a Nissan Versa with mismatching tires (both Nankang and Laufen tires and balder than Telly Savalas? Oh boy!) and the fetid miasma of old breast milk as a loaner;
  9. Waiting patiently all day for a status update on my car, which actually never comes;
  10. Calling the dealership service desk multiple times because no one ever picks up or returns requests for a call back;
  11. Finally getting a hold of my service tech 2 days later (because he was on vacation, you see) only to be told that the parts for my car are backordered without an ETA;
  12. Picking up my car days later, with greasy finger/palm prints all over the interior, and fresh scratches over every square inch of paintwork from the complementary "car wash" that uses brushes caked with grit and dirt from the 1995 Dodge Ram Dually that got "washed" right before my car did;
  13. Filing a complaint with the dealership to be reimbursed for the damage done to my car, and;
  14. Threaten legal action when the dealership inevitably denies any wrongdoing.
And yes, this is an account of a real situation that has happened on two separate occasions at two different dealerships.

As a car buyer, the decision to purchase a vehicle involves far more than determining how good the actual car is. When you're young/inexperienced with car purchasing, you don't care about the details like resale value, predicted reliability, serviceability and dealership experience after the sale. However, once you've had a few of the above experiences, the after-the-sale experience moves up the list on the hierarchy of important things when considering a new car. I don't have "FU money", but I do well enough to have a stable of nice cars from a career that demands A LOT of me, and as such, I simply don't have the luxury of having the extra time and patience for nonsense. I've eliminated specific cars from consideration simply because I knew that when something failed, I'd have to deal with a carnival of chucklef***s at a particular dealership network.

I say all of this because even though Lucid has issues in terms of software and little things here and there, a lot of that is completely mitigated for me because a.) none of these issues "brick" my car or leave me stranded, and; b.) the service experience is stellar. In other words, I know that if something goes wrong, a Lucid will be brought to my door, and mine will be whisked away to be worked on - easy peasy. Short of having absolutely flawless for the life of the vehicle, this is as good as it gets for me in terms of service.

I don't think people do this algebra, either - even a reliable car needs service every once and a while, and if the dealership experience blows, it's still a pain in the ass, reliable car or not. It's to the point now that the thought of having to do the whole "go to the service department thing" whenever I need service is a non-starter for me.

That's why as nice as a Porsche/Lexus/BMW/Mercedes/etc. might be, as long as I have to deal with the service department in a traditional way, it's going to give me pause before deciding to purchase one of those cars. Lexus changed the game in the '90s by not only making an outstanding product at an outstanding price, but also providing an outstanding service experience, as well. As great as this is, the next step in customer satisfaction is removing as much as the traditional service experience as possible, which Lucid does. As nice as the service department's coffee is at the Lexus dealership, the fact that I have to go there at all is less than ideal.

With my Lucid and Rivian, I don't have to worry about such things and that's a huge win for me and a major reason why I'd consider buying another.
Thank you for sharing, @cgm9999. Would you mind letting us know which service center you are working with?
 
Thank you for sharing, @cgm9999. Would you mind letting us know which service center you are working with?
Well, none technically - I'm in Denver, so the mobile service team handled my issues. They did a great job and provided the service I expected from a brand positioning itself as a luxury EV manufacturer.
 
Well, none technically - I'm in Denver, so the mobile service team handled my issues. They did a great job and provided the service I expected from a brand positioning itself as a luxury EV manufacturer.
Thank you for sharing your experience!
 
I’d like to say thank you to Chuy, a Lucid tech in Dallas, for consistently amazing customer service. Sewell auto dealerships are an institution in this city, known for decades for their top-rate service. Chuy and the Lucid team best even Sewell, which speaks volumes.

Shakira, a Lucid phone agent, also is so kind, responsive, and follows up as promised.

I really cannot say enough good things about Lucid service.
 
...it was fantastic!

I had the typical stuff replaced. The clicking steering wheel and clacky/sticky silver appliqué buttons finally got to me, so I put in a service ticket. My pilot panel also stopped moving upward, so it was a good time to get service involved.

I put in the service request on a Monday and by Thursday a tech showed up to my house in a GT loaner(!). The next day, my car was brought back to my house and everything was replaced with no issues. It was as painless and seamless as could be.

By owning a Lucid, I avoided:
  1. Determining a time out of my schedule that I could be without my car;
  2. Coordinating with the wife about who's going to drop the other off at work, run the errands, etc;
  3. Driving my car out of the way to a dealership on a weekday during morning rush hour traffic in a major metro city;
  4. Letting my team know that I would be late to work that day;
  5. Dealing with the chaos that is a modern day service bay at a dealership (i.e. figuring out where to park my car since the bay is already jam packed with customer cars, asking a porter where to put my car but being told "no ingles", parking my car in a sales customer spot in the front of the dealership, walking a half a click in the snow to the service department at the back of the dealership while wearing cordovan leather oxfords because it's 0730hrs and the front of the dealership is not unlocked, etc.)
  6. Explaining to an apathetic, overworked service advisor my issues, then being told that that the diagnostic fee will be $200 even though my car is still under bumper to bumper warranty;
  7. Being told that there are no loaners available and then insisting on one because the whole reason I scheduled service on this day is because I was told by the scheduler that a loaner would be available;
  8. Being given a Nissan Versa with mismatching tires (both Nankang and Laufen tires and balder than Telly Savalas? Oh boy!) and the fetid miasma of old breast milk as a loaner;
  9. Waiting patiently all day for a status update on my car, which actually never comes;
  10. Calling the dealership service desk multiple times because no one ever picks up or returns requests for a call back;
  11. Finally getting a hold of my service tech 2 days later (because he was on vacation, you see) only to be told that the parts for my car are backordered without an ETA;
  12. Picking up my car days later, with greasy finger/palm prints all over the interior, and fresh scratches over every square inch of paintwork from the complementary "car wash" that uses brushes caked with grit and dirt from the 1995 Dodge Ram Dually that got "washed" right before my car did;
  13. Filing a complaint with the dealership to be reimbursed for the damage done to my car, and;
  14. Threaten legal action when the dealership inevitably denies any wrongdoing.
And yes, this is an account of a real situation that has happened on two separate occasions at two different dealerships.

As a car buyer, the decision to purchase a vehicle involves far more than determining how good the actual car is. When you're young/inexperienced with car purchasing, you don't care about the details like resale value, predicted reliability, serviceability and dealership experience after the sale. However, once you've had a few of the above experiences, the after-the-sale experience moves up the list on the hierarchy of important things when considering a new car. I don't have "FU money", but I do well enough to have a stable of nice cars from a career that demands A LOT of me, and as such, I simply don't have the luxury of having the extra time and patience for nonsense. I've eliminated specific cars from consideration simply because I knew that when something failed, I'd have to deal with a carnival of chucklef***s at a particular dealership network.

I say all of this because even though Lucid has issues in terms of software and little things here and there, a lot of that is completely mitigated for me because a.) none of these issues "brick" my car or leave me stranded, and; b.) the service experience is stellar. In other words, I know that if something goes wrong, a Lucid will be brought to my door, and mine will be whisked away to be worked on - easy peasy. Short of having absolutely flawless for the life of the vehicle, this is as good as it gets for me in terms of service.

I don't think people do this algebra, either - even a reliable car needs service every once and a while, and if the dealership experience blows, it's still a pain in the ass, reliable car or not. It's to the point now that the thought of having to do the whole "go to the service department thing" whenever I need service is a non-starter for me.

That's why as nice as a Porsche/Lexus/BMW/Mercedes/etc. might be, as long as I have to deal with the service department in a traditional way, it's going to give me pause before deciding to purchase one of those cars. Lexus changed the game in the '90s by not only making an outstanding product at an outstanding price, but also providing an outstanding service experience, as well. As great as this is, the next step in customer satisfaction is removing as much as the traditional service experience as possible, which Lucid does. As nice as the service department's coffee is at the Lexus dealership, the fact that I have to go there at all is less than ideal.

With my Lucid and Rivian, I don't have to worry about such things and that's a huge win for me and a major reason why I'd consider buying another.
I didn’t see this post till now, but I must add my two cents and agree with you wholeheartedly. My service center is the Natick center and they set an example for what all other brand service centers should strive to be. I’d had some occasional surround camera issues, minor trim things, deck lid rattle and rear speaker rattle in addition to needing the 36k mile service and audio system TSB. They ended up replacing all of the cameras even though issues were only detected with a couple of them, and also replaced my steering wheel as they noticed it was creaking even though I didn’t complain about it. They communicated often, were extremely thorough (my docusign for the work was like 6 pages long haha), had the car ready when I needed it, and I had no issues with the loaner. Lucid has also done the pick up/drop off for me on multiple occasions when needed.

Contrast that to my recent Volvo service experience with our new V60 Polestar PHEV, it was having camera issues and the rear passenger seatbelt wouldn’t latch, replicated by myself, wife and friends on multiple occasions. They said the camera thing was maybe software and did some dealer only software update which didn’t fix it, and said the rear seatbelt worked fine without investigating further and blamed software (like how on earth does software control a seatbelt mechanical latch?). They also said they’d come by our house and swap out the loaner as this is also a service Volvo offers, but they never showed up and never called to let us know. So we had to go there on a Sunday when they were closed and I had to hunt down the car in the back lot, found it and took it with my extra key. And the V60 PHEV cost more than a Lucid Pure.
 
I’d like to say thank you to Chuy, a Lucid tech in Dallas, for consistently amazing customer service. Sewell auto dealerships are an institution in this city, known for decades for their top-rate service. Chuy and the Lucid team best even Sewell, which speaks volumes.

Shakira, a Lucid phone agent, also is so kind, responsive, and follows up as promised.

I really cannot say enough good things about Lucid service.

Dallas mobile techs are kick-ass professionals! Chris is my guy and has been more than amazing! These guys are absolutely the best of Lucid, and they do a great job representing the company.
 
I didn’t see this post till now, but I must add my two cents and agree with you wholeheartedly. My service center is the Natick center and they set an example for what all other brand service centers should strive to be. I’d had some occasional surround camera issues, minor trim things, deck lid rattle and rear speaker rattle in addition to needing the 36k mile service and audio system TSB. They ended up replacing all of the cameras even though issues were only detected with a couple of them, and also replaced my steering wheel as they noticed it was creaking even though I didn’t complain about it. They communicated often, were extremely thorough (my docusign for the work was like 6 pages long haha), had the car ready when I needed it, and I had no issues with the loaner. Lucid has also done the pick up/drop off for me on multiple occasions when needed.

Contrast that to my recent Volvo service experience with our new V60 Polestar PHEV, it was having camera issues and the rear passenger seatbelt wouldn’t latch, replicated by myself, wife and friends on multiple occasions. They said the camera thing was maybe software and did some dealer only software update which didn’t fix it, and said the rear seatbelt worked fine without investigating further and blamed software (like how on earth does software control a seatbelt mechanical latch?). They also said they’d come by our house and swap out the loaner as this is also a service Volvo offers, but they never showed up and never called to let us know. So we had to go there on a Sunday when they were closed and I had to hunt down the car in the back lot, found it and took it with my extra key. And the V60 PHEV cost more than a Lucid Pure.
Yep, sounds about right - it's to the point that it doesn't even matter the make, all of the dealerships offer worse and worse customer service nowadays. Despite being put through the wringer over the years by countless dealerships, I'm both amazed and unsurprised whenever I hear about yet another poor service experience. Amazed at the utter buffoonery and unsurprised based on decades of past victimization.

It just baffles me that dealerships can continue to offer such awful customer experiences in this day and age. Like you mentioned, your Volvo isn't a cheap car and Volvo is a luxury marque and yet, this "experience" is sadly the rule, not the exception. It's particularly grating when you're fed a bunch of nonsense during and after the sale about how the dealership will take care of you after the sale when you know for a fact that it's all just a bunch of BS. As for the seatbelt mechanism being SW related? Yeah, I would have blown up if I heard that.

I really, really hope that Lucid is putting as much resources into the service experience as possible to continue the type of service I received. It's such a huge factor for me when deciding to purchase a car. It wouldn't bother me in the slightest if Denver never gets a service center for that matter - as a customer, all I care about is a smooth experience. If Lucid can whisk away my car and replace it with a loaner, it makes no difference to me.
 
...it was fantastic!

I had the typical stuff replaced. The clicking steering wheel and clacky/sticky silver appliqué buttons finally got to me, so I put in a service ticket. My pilot panel also stopped moving upward, so it was a good time to get service involved.

I put in the service request on a Monday and by Thursday a tech showed up to my house in a GT loaner(!). The next day, my car was brought back to my house and everything was replaced with no issues. It was as painless and seamless as could be.

By owning a Lucid, I avoided:
  1. Determining a time out of my schedule that I could be without my car;
  2. Coordinating with the wife about who's going to drop the other off at work, run the errands, etc;
  3. Driving my car out of the way to a dealership on a weekday during morning rush hour traffic in a major metro city;
  4. Letting my team know that I would be late to work that day;
  5. Dealing with the chaos that is a modern day service bay at a dealership (i.e. figuring out where to park my car since the bay is already jam packed with customer cars, asking a porter where to put my car but being told "no ingles", parking my car in a sales customer spot in the front of the dealership, walking a half a click in the snow to the service department at the back of the dealership while wearing cordovan leather oxfords because it's 0730hrs and the front of the dealership is not unlocked, etc.)
  6. Explaining to an apathetic, overworked service advisor my issues, then being told that that the diagnostic fee will be $200 even though my car is still under bumper to bumper warranty;
  7. Being told that there are no loaners available and then insisting on one because the whole reason I scheduled service on this day is because I was told by the scheduler that a loaner would be available;
  8. Being given a Nissan Versa with mismatching tires (both Nankang and Laufen tires and balder than Telly Savalas? Oh boy!) and the fetid miasma of old breast milk as a loaner;
  9. Waiting patiently all day for a status update on my car, which actually never comes;
  10. Calling the dealership service desk multiple times because no one ever picks up or returns requests for a call back;
  11. Finally getting a hold of my service tech 2 days later (because he was on vacation, you see) only to be told that the parts for my car are backordered without an ETA;
  12. Picking up my car days later, with greasy finger/palm prints all over the interior, and fresh scratches over every square inch of paintwork from the complementary "car wash" that uses brushes caked with grit and dirt from the 1995 Dodge Ram Dually that got "washed" right before my car did;
  13. Filing a complaint with the dealership to be reimbursed for the damage done to my car, and;
  14. Threaten legal action when the dealership inevitably denies any wrongdoing.
And yes, this is an account of a real situation that has happened on two separate occasions at two different dealerships.

As a car buyer, the decision to purchase a vehicle involves far more than determining how good the actual car is. When you're young/inexperienced with car purchasing, you don't care about the details like resale value, predicted reliability, serviceability and dealership experience after the sale. However, once you've had a few of the above experiences, the after-the-sale experience moves up the list on the hierarchy of important things when considering a new car. I don't have "FU money", but I do well enough to have a stable of nice cars from a career that demands A LOT of me, and as such, I simply don't have the luxury of having the extra time and patience for nonsense. I've eliminated specific cars from consideration simply because I knew that when something failed, I'd have to deal with a carnival of chucklef***s at a particular dealership network.

I say all of this because even though Lucid has issues in terms of software and little things here and there, a lot of that is completely mitigated for me because a.) none of these issues "brick" my car or leave me stranded, and; b.) the service experience is stellar. In other words, I know that if something goes wrong, a Lucid will be brought to my door, and mine will be whisked away to be worked on - easy peasy. Short of having absolutely flawless for the life of the vehicle, this is as good as it gets for me in terms of service.

I don't think people do this algebra, either - even a reliable car needs service every once and a while, and if the dealership experience blows, it's still a pain in the ass, reliable car or not. It's to the point now that the thought of having to do the whole "go to the service department thing" whenever I need service is a non-starter for me.

That's why as nice as a Porsche/Lexus/BMW/Mercedes/etc. might be, as long as I have to deal with the service department in a traditional way, it's going to give me pause before deciding to purchase one of those cars. Lexus changed the game in the '90s by not only making an outstanding product at an outstanding price, but also providing an outstanding service experience, as well. As great as this is, the next step in customer satisfaction is removing as much as the traditional service experience as possible, which Lucid does. As nice as the service department's coffee is at the Lexus dealership, the fact that I have to go there at all is less than ideal.

With my Lucid and Rivian, I don't have to worry about such things and that's a huge win for me and a major reason why I'd consider buying another.
Fantastic post!!!!!!!!!
 
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