I have been driving my Grand Touring for approximately one month. The following is feedback an suggestions which I will also send to Customer Care
Customer service from the time order was placed until vehicle arrived at delivery center- the sales personnel at the Oak Brook center showroom are very knowledgeable and helpful. However, once a purchase is made, the customer service is horrific. It takes numerous requests and/or days to receive responses to communications. Despite requesting responses and communications by email, I continued to receive phone calls not answering questions and requesting I call back. When I did receive email responses, they were regularly evasive in answering straight forward questions such as delivery times. There does not seem to be any accountability, and there seems to be a high turnover of staff. I requested contact information for supervisors and regional manager numerous time, each time ignored.
Delivery of vehicle- I was encouraged to take delivery at the Goose Island facility. This would require getting a ride or I was offered to have an uber sent. Fortunately I was able to have the vehicle delivered to my home. The process was smooth. However, I later learned that I was not given copies of the necessary documents to file for an IL Tax rebate. Nor was I informed how the program works. It took me numerous requests and days to the delivery team to obtain proper documents.
Service center staff- I had some problems with my charging, which appears to be related to my circuit breakers. However the same breakers worked fine for my Tesla S for 5 years. At any rate, the service center staff was very responsive in both coming to my home to assess the problem and in bringing the vehicle back to me after it was serviced/assessed. It appears that the service center is short staffed and they are tight for space, as they not only service vehicles for the Chicago region; but also they take delivery for same. There were lots of vehicles arriving. Interestingly, I saw every color except Silver. One of the staff informed me they have yet to see a Silver vehicle.
Customer Service- for the most part, when you call Customer Service the response time is very good and the staff are helpful and polite. They seem to understand that when you purchase a vehicle for 150,000 you expect it to work well and for the customer service experience to be high level. However, on multiple occasions the follow through was not good. I was told I would receive call backs and I did not. Emailing customer service is not as reliable. Response times varied and at times no response was received. Not all items were followed through. By the way, the customer service email listed in the manual (both e version you access on the panel, and in the booklet) have the wrong contact email. The correct one is [email protected]
Vehicle- the finishes, speed, handling are all spectacular and as advertised. All better than Tesla. The battery range also excels over Tesla. However, I do not believe it will achieve over 400 miles in most conditions. The following are items that need improvement in my opinion:
1. Start up time- the vehicle takes approximately 30 seconds to warm up after you enter it before the displays function and you can drive the vehicle. When you use the phone app (if you remember to do so), you can prep the care but it still takes about 15 seconds before it is ready to drive.
2. Home Link- when leaving a garage, the rear camera display prevents access to the Home Link. You have to manually exit the rear camera then manually press the home link then again manually press the garage link. In Tesla and other vehicles much cheaper, all of these functions are automated.
3. Center cockpit screen- there is unusable/wasted screen space to the left and right of center where the cameras pop up when engaging the turn single. It would be preferable if when the cameras are not in use, these spaces could have various app functions such as music, nav, phone etc. Additionally, there is no ability to change the functionality of "trip info".
4. The Right Cockpit Screen and the lower Pilot screen must have the same applications as each other , in other words only navigation or only music. They should be able to operate independently . This is a huge flaw in my opinion and results in the user having to go back and forth between screens way too often.
5. Software has been slow and flakey and does not function at times until vehicle is stopped and restarted- including adaptive cruise, song advance and rewind, voice, window lock, spotify loading
6. AC- the efficiency is very poor. On hot days in the 80s, requires setting the fan on 10 and temperature all the way down. Cooling seats barely noticeable. I do not have a black interior.
7. Center console heats up very fast , this gives off heat which exacerbates the cooling. It does not seem to have adequate fan/cooling
8. Autonomous driving- it is NOT available yet nor do we know when it will be. I used this extensively with Tesla and this is the biggest feature I think Lucid lacks over Tesla.
9. The front fender has a very low clearance maybe 6 inches or less. There is no ability to raise the vehicle. I am very concerned that this will be a big problem in winter time. I think its the biggest design flaw.
10 Mats- most mats available are very light colors. There is a light gray and a dark gray but no black. Also will be a problem in winter and muddy weather
Wow factor- I regularly have people come up to me when I'm parked stating that the car is beautiful, and wanting to know more about it.
Bottom Line- customer service needs significant improvement. Software needs improvement. HVAC and vehicle clearance are significant concerns. Drive and handling excel.
Customer service from the time order was placed until vehicle arrived at delivery center- the sales personnel at the Oak Brook center showroom are very knowledgeable and helpful. However, once a purchase is made, the customer service is horrific. It takes numerous requests and/or days to receive responses to communications. Despite requesting responses and communications by email, I continued to receive phone calls not answering questions and requesting I call back. When I did receive email responses, they were regularly evasive in answering straight forward questions such as delivery times. There does not seem to be any accountability, and there seems to be a high turnover of staff. I requested contact information for supervisors and regional manager numerous time, each time ignored.
Delivery of vehicle- I was encouraged to take delivery at the Goose Island facility. This would require getting a ride or I was offered to have an uber sent. Fortunately I was able to have the vehicle delivered to my home. The process was smooth. However, I later learned that I was not given copies of the necessary documents to file for an IL Tax rebate. Nor was I informed how the program works. It took me numerous requests and days to the delivery team to obtain proper documents.
Service center staff- I had some problems with my charging, which appears to be related to my circuit breakers. However the same breakers worked fine for my Tesla S for 5 years. At any rate, the service center staff was very responsive in both coming to my home to assess the problem and in bringing the vehicle back to me after it was serviced/assessed. It appears that the service center is short staffed and they are tight for space, as they not only service vehicles for the Chicago region; but also they take delivery for same. There were lots of vehicles arriving. Interestingly, I saw every color except Silver. One of the staff informed me they have yet to see a Silver vehicle.
Customer Service- for the most part, when you call Customer Service the response time is very good and the staff are helpful and polite. They seem to understand that when you purchase a vehicle for 150,000 you expect it to work well and for the customer service experience to be high level. However, on multiple occasions the follow through was not good. I was told I would receive call backs and I did not. Emailing customer service is not as reliable. Response times varied and at times no response was received. Not all items were followed through. By the way, the customer service email listed in the manual (both e version you access on the panel, and in the booklet) have the wrong contact email. The correct one is [email protected]
Vehicle- the finishes, speed, handling are all spectacular and as advertised. All better than Tesla. The battery range also excels over Tesla. However, I do not believe it will achieve over 400 miles in most conditions. The following are items that need improvement in my opinion:
1. Start up time- the vehicle takes approximately 30 seconds to warm up after you enter it before the displays function and you can drive the vehicle. When you use the phone app (if you remember to do so), you can prep the care but it still takes about 15 seconds before it is ready to drive.
2. Home Link- when leaving a garage, the rear camera display prevents access to the Home Link. You have to manually exit the rear camera then manually press the home link then again manually press the garage link. In Tesla and other vehicles much cheaper, all of these functions are automated.
3. Center cockpit screen- there is unusable/wasted screen space to the left and right of center where the cameras pop up when engaging the turn single. It would be preferable if when the cameras are not in use, these spaces could have various app functions such as music, nav, phone etc. Additionally, there is no ability to change the functionality of "trip info".
4. The Right Cockpit Screen and the lower Pilot screen must have the same applications as each other , in other words only navigation or only music. They should be able to operate independently . This is a huge flaw in my opinion and results in the user having to go back and forth between screens way too often.
5. Software has been slow and flakey and does not function at times until vehicle is stopped and restarted- including adaptive cruise, song advance and rewind, voice, window lock, spotify loading
6. AC- the efficiency is very poor. On hot days in the 80s, requires setting the fan on 10 and temperature all the way down. Cooling seats barely noticeable. I do not have a black interior.
7. Center console heats up very fast , this gives off heat which exacerbates the cooling. It does not seem to have adequate fan/cooling
8. Autonomous driving- it is NOT available yet nor do we know when it will be. I used this extensively with Tesla and this is the biggest feature I think Lucid lacks over Tesla.
9. The front fender has a very low clearance maybe 6 inches or less. There is no ability to raise the vehicle. I am very concerned that this will be a big problem in winter time. I think its the biggest design flaw.
10 Mats- most mats available are very light colors. There is a light gray and a dark gray but no black. Also will be a problem in winter and muddy weather
Wow factor- I regularly have people come up to me when I'm parked stating that the car is beautiful, and wanting to know more about it.
Bottom Line- customer service needs significant improvement. Software needs improvement. HVAC and vehicle clearance are significant concerns. Drive and handling excel.
