Floormat Replacement Issues

[ChapmanLucidGT]

We own a 2022 Grand Touring (Sticker Price $140K). Incredible car, until something goes wrong. Support is nothing short of nightmarish. We are currently working through issues with the exterior camera system that went completely dark & no longer works, phone charging pad that also doesn’t work, and temperamental trunk closing struts that rarely work. The Homelink Garage opener is also filled with issues so we just use our clicker….Still one month into the journey & patiently waiting for parts & scheduling service at a third party garage that Lucid contracts. We are extremely concerned at this point…and it gets even more regrettable daily.

Another added frustration came recently while one of Lucid’s mobile service technicians were at our home, attempting to repair our Grand Touring. The technician advised us to take advantage of a new recall/rebate for all weather floor mats.

Considering our original floor mats are pristine, and we do not need to replace them, the technician pointed out the rebate program for reimbursement & floor anchoring that would help prevent our current mats from sliding around the floor.

In turn, we were instructed to order new mats on the website, which costed $307.50, to take advantage of the program. Technician even helped us order the item to ensure we did it correctly.

We received the new floor mats but unfortunately, the mats sold on Licid’s website are only compatible with 2024 models or newer....which doesn't work for our 2022 GT. We literally were told to buy incompatible floor mats that we didn't need in the first place, and they don’t fit nor align.

Upon reaching out to the technician for help - Our technician told us the Website store is a different part of Lucid & he couldn't help fix the issue. He took full responsibility for the miscommunication but said his hands were tied to genuinely help, and we were on our own to battle the website store. In turn, we have been calling every number/department we can, just to get a resolution.

After countless hours across several days since, we got the standard response via email laying out the financial penalties we'd face by trying to return these incompatible floor mats...we must pay for the return label, we will have the original shipping costs of $40 deducted from our reimbursement, and a 15% restocking fee. Super nice people.

After many more hours of calling, and begging for anyone to help us...we finally got some marginal help with a return label & removing the "15% Restocking Fee" but, we are still being charged $40 for the initial shipping.

In turn, we returned the mats which were received by Lucid, according to FedEx tracking. So now Lucid has the floor mats in hand BUT, We haven’t received any confirmation nor reimbursement for the return, so we went back to calling into the Website store again - just to get a run around that no one can help us, no managers nor supervisors are available, and someone will call us back....which never happens.

All over some FLOOR MATS we didn't need in the first place....

Would love our $$ back. Would love reassurance that Lucid isn't fraudulent. Would love to see anyone at Lucid resolve a simple issue, admit a silly error, and make things right…oh, and we’re still struggling to get an assortment of issues fixed with the car.

If you’re looking to buy a Lucid, don’t. If you need service or support, it’s an awfulexperience that will drain your time and $$….& the Lucid team truly does not seem to care whatsoever. Run away.

 

[jbawden]

What rebate details did you read about when ordering the mats? Did you research the recall or read the letter that was recently mailed out? There is definitely a recall, but the remedy is TBD. Also, the website clearly states the current mats that are for sale are only compatible with cars that have anchor posts. '22 model would have the hook and loop pads. It's plausible the tech gave bad advice or you misunderstood, but there is some personal responsibility involved here too, in my opinion.

 

[Tâm]

...new recall...

I smell a scam when a recall would cost me money upfront first.

A recall is free. Owners do not pay in advance or during the free recall period. The recall notice should come in the slow mail to confirm whether your technician has a photographic memory or not of the recall.

Since it is a scam from the technician, it's only right if management rectifies the issue.

It's a luxury, not a scam brand!

 

[Neurio]

New member, first post.

 

[ChapmanLucidGT]

jbawden - Regarding the floor mats. Being they are just that, floor mats, we took the feedback/guidance from the technician standing in our garage at face value. Even though we didn’t need new mats - our reasoning was - if the new ones fastened to the floor & came with a rebate for reimbursement….why not, we thought? The rebate letter was sent out after the fact by Lucid, and the technician assisted us in ordering on the website.
Didn’t realize we needed to drop everything & scour the website & internet to invest time validating the details & the validity of the Lucid technician and the rebate program itself, all over a set of floor mats. But you make a good point. Evidently we should not trust Lucid, everything regarding interaction with Lucid needs to be validated, confirmed, and treated with caution. If you don’t, it will cost you dearly in time and $$.

Certainly makes trusting the process & work ongoing to fix the assortment of issues on our GT as well….guess we need to become technicians & start scouring best practices to validate/confirm each micro strategy for this repair.

 

[baowaodao]

Had the similar issue. Service tech came out and fixed frunk and then told me about the recall. Said there would be a $250 reimbursement and he'll get the process started. He took the driver front mat only. I went ahead and purchased a third party mat. Since then, radio silence. I reached out lucid service and the tech texted me saying that the process should have started and I'll hear from them when I hear from them ... This was a month ago so I dunno. But he didn't walk me through purchasing mats, he told me there were no compatible women's on their site.

 

[californiaboy935]

New member, first post.

With a 22GT

 

[Batteryman]

We own a 2022 Grand Touring (Sticker Price $140K). Incredible car, until something goes wrong. Support is nothing short of nightmarish. We are currently working through issues with the exterior camera system that went completely dark & no longer works, phone charging pad that also doesn’t work, and temperamental trunk closing struts that rarely work. The Homelink Garage opener is also filled with issues so we just use our clicker….Still one month into the journey & patiently waiting for parts & scheduling service at a third party garage that Lucid contracts. We are extremely concerned at this point…and it gets even more regrettable daily.

Another added frustration came recently while one of Lucid’s mobile service technicians were at our home, attempting to repair our Grand Touring. The technician advised us to take advantage of a new recall/rebate for all weather floor mats.

Considering our original floor mats are pristine, and we do not need to replace them, the technician pointed out the rebate program for reimbursement & floor anchoring that would help prevent our current mats from sliding around the floor.

In turn, we were instructed to order new mats on the website, which costed $307.50, to take advantage of the program. Technician even helped us order the item to ensure we did it correctly.

We received the new floor mats but unfortunately, the mats sold on Licid’s website are only compatible with 2024 models or newer....which doesn't work for our 2022 GT. We literally were told to buy incompatible floor mats that we didn't need in the first place, and they don’t fit nor align.

Upon reaching out to the technician for help - Our technician told us the Website store is a different part of Lucid & he couldn't help fix the issue. He took full responsibility for the miscommunication but said his hands were tied to genuinely help, and we were on our own to battle the website store. In turn, we have been calling every number/department we can, just to get a resolution.

After countless hours across several days since, we got the standard response via email laying out the financial penalties we'd face by trying to return these incompatible floor mats...we must pay for the return label, we will have the original shipping costs of $40 deducted from our reimbursement, and a 15% restocking fee. Super nice people.

After many more hours of calling, and begging for anyone to help us...we finally got some marginal help with a return label & removing the "15% Restocking Fee" but, we are still being charged $40 for the initial shipping.

In turn, we returned the mats which were received by Lucid, according to FedEx tracking. So now Lucid has the floor mats in hand BUT, We haven’t received any confirmation nor reimbursement for the return, so we went back to calling into the Website store again - just to get a run around that no one can help us, no managers nor supervisors are available, and someone will call us back....which never happens.

All over some FLOOR MATS we didn't need in the first place....

Would love our $$ back. Would love reassurance that Lucid isn't fraudulent. Would love to see anyone at Lucid resolve a simple issue, admit a silly error, and make things right…oh, and we’re still struggling to get an assortment of issues fixed with the car.

If you’re looking to buy a Lucid, don’t. If you need service or support, it’s an awfulexperience that will drain your time and $$….& the Lucid team truly does not seem to care whatsoever. Run away.

Don’t buy Lucid just because of some floor mat refund issue????

I know you are pissed but come on man!

 

[californiaboy935]

Don’t buy Lucid just because of some floor mat refund issue????

I know you are pissed but come on man!

They recently sent mobile service to service my vehicles. Super streamlined and they mentioned the recall and took the offending mats. Didn’t give a timeline to reimbursement etc, but said that news would be coming.

They don’t take the mats because they are “fraudulent” or looking to deprive you of your all weather mats. They are doing it to protect you in case the mat impinges your accelerator petal and causes the vehicle to accelerate out of control.

They’ll have a remedy soon, it sounds like your service advisor just had some bad information, which is liable to happen with early days of a recall. I would politely as the studio representative you worked for for clarification into why the mobile advisor said to do that, and if theirs any way they can escalate because you wouldn’t have done it without being advised to do it by the service tech.

My two cents, telling people to not buy a vehicle over a floor mat is a serious stretch. You’ve had the car for presumably a while… the floor mat is not a big enough problem to make or break this lovely vehicle.

 

[ChapmanLucidGT]

You may have overlooked the details of our ongoing assortment of vehicle issues being addressed as well - But the floor mat issue is being shared to prevent others from being lured into the same annoying predicament. Based on the feedback coming in, seems like we are farrrrr from alone, along with the abundance of strain the greater Lucid community is experiencing with toxic service/support/overall experience.
….c’mon man indeed.

 

[californiaboy935]

You may have overlooked the details of our ongoing assortment of vehicle issues being addressed as well - But the floor mat issue is being shared to prevent others from being lured into the same annoying predicament. Based on the feedback coming in, seems like we are farrrrr from alone, along with the abundance of strain the greater Lucid community is experiencing with toxic service/support/overall experience.
….c’mon man indeed.

I haven’t seen any posts on your profile detailing major issues with your vehicle, aside from this one about the $300 floor mat (on a likely 100k+ 22GT). I’m genuinely sorry to hear you’re having a frustrating experience, but if this is the first and only issue you’ve shared publicly, it gives the impression that the other problems might not be as severe as you’re suggesting. At least not enough to warrant telling people not to buy a Lucid. Also, a lot of your post tags aren’t even mentioned in your post which kinda leads me to believe this is a hatchet job.

 

[ChapmanLucidGT]

….seems like you over looked the first paragraph before diminishing the validity of our experience. Be careful with that hatchet, sounds like you may harm yourself with it.

 

[californiaboy935]

….seems like you over looked the first paragraph before diminishing the validity of our experience. Be careful with that hatchet, sounds like you may harm yourself with it.

 

[sri]

As usual, when stock is up there will be negative posts on this forum and media try to scoop up the same stories
@Admin/@Moderators is there any way you can put such posts in a hold status until OP’s verify ownership. I understand not everyone want to be verified, but for such a strong stance on suggesting and asking people to keep away from Lucid may warrant to prove ownership.

 

[L-Dude]

As usual, when stock is up there will be negative posts on this forum and media try to scoop up the same stories

@Admin/@Moderators is there any way you can put such posts in a hold status until OP’s verify ownership. I understand not everyone want to be verified, but for such a strong stance on suggesting and asking people to keep away from Lucid may warrant to prove ownership.

These drive by "revenge" posts are common on the car forums. The Audi e-tron forum had these as well. I think everyone recognizes them for what they are, and if the press wants to do a hatchet job, there is plenty of content out there to choose from.

 

[borski]

You may have overlooked the details of our ongoing assortment of vehicle issues being addressed as well

Consider making a separate thread for that, since clearly those issues are lost in this thread. Although, you may not want help or resolution; but if you do, consider posting a non-vitriolic thread asking for advice and help. Just a thought.

- But the floor mat issue is being shared to prevent others from being lured into the same annoying predicament.

Yes, thanks; it sucks that an advisor gave you bad info. Sometimes they are incorrect. This is clearly not a widespread issue, and is clearly not an intent to “scam” you out of a few hundred bucks. It was a mistake. Those happen.

Based on the feedback coming in, seems like we are farrrrr from alone

Far from alone, but also *far* from the norm.

along with the abundance of strain the greater Lucid community is experiencing with toxic service/support/overall experience.

Toxic? Okay

Toxic must be why @LucidDropkick just got the Millbrae team a few dozen donuts yesterday and good vibes - it’s because they make us do it, with their toxic energy.

I’m definitely not friends with anyone in service/support and definitely would never be, because of all the toxicity.

Everyone sucks unless they do what I want, when I want it.

 

[californiaboy935]

These drive by "revenge" posts are common on the car forums. The Audi e-tron forum had these as well. I think everyone recognizes them for what they are, and if the press wants to do a hatchet job, there is plenty of content out there to choose from.

Even with the front paragraph I don’t think that these concerns rise to the level of don’t buy a vehicle, especially with only one month of ownership. From the time you got the vehicle to now being able to get a mobile service, and service is pretty awesome in a month.

 

[Tâm]

Yes, thanks; it sucks that an advisor gave you bad info. Sometimes they are incorrect. This is clearly not a widespread issue, and is clearly not an intent to “scam” you out of a few hundred bucks. It was a mistake. Those happen.

I still think this thread is informative in ensuring consumers understand how a recall works.

Post #9 written by a verified user above also mentioned the "reimbursement" for the recall, so it's not hard for a consumer to erroneously think it's safe to pay first, then get a "reimbursement!"

That's how a scam works, as many consumers trust the advice of an "expert" to pay first for something that doesn't work that way.

When there's a mistake, the company needs to rebuild the trust that it's perfectly fine to listen to the company's staff, and it should not blame the victims.

It's about trust-building and brand-building exercises, and it's not a few bucks!

 

[Steveinarizona]

ChapmanLucidGT: did you buy the car new or used? If the latter from Lucid or from another seller? I am wondering if you bought someone else's problem car (every car company has at least a few of these)?

 

[borski]

I still think this thread is informative in ensuring consumers understand how a recall works.

Sure, I agree.

Post #9 written by a verified user above also mentioned the "reimbursement" for the recall, so it's not hard for a consumer to erroneously think it's safe to pay first, then get a "reimbursement!"

Sure, that's the definition of a mistake, which is what I agree happened. However, you'll note @californiaboy935 was not told to 'go ahead and order them' but instead that further news would be coming. The mistake for OP was being told (and even helped) to order them. That's definitely on the advisor.

That's how a scam works, as many consumers trust the advice of an "expert" to pay first for something that doesn't work that way.

No, that is not how a scam works. The definition of a scam is "a fraudulent or deceptive act or operation"

An advisor making a mistake is neither fraud nor deception. It is a mistake, not a scam.

When there's a mistake, the company needs to rebuild the trust that it's perfectly fine to listen to the company's staff, and it should not blame the victims.

I don't see where I blamed the victim or said they shouldn't cover the mats.