Gravity Service Appointments and Time In Service

[Ron_Burgundy]

I don't understand... Gravity owner for 2 days. Wanted to schedule an appointment to fix a window that goes up, then doesn't stay up and reopens a few inches. I put the concern into the app, picked Millbrae, and then... no service availability for any day? I checked 3 months - the only months the app was showing, and not a single day has an available slot.

Wtf??

And BTW, I tried numerous times to call Millbrae service and not a single time did anyone pick up the phone. How's this service acceptable for a $120k car?

It’s super annoying and frustrating. For whatever reason, many SCs have grayed out all dates and you have to call. For Tysons, at least, they’re very responsive and pick up the phone.

Maybe try another SC nearby and ask if there’s an issue at Millbrae? A bunch of folks here use Millbrae, so they may have better insight. Service seems a bit overwhelmed right now.

 

[allenmhc]

I don't understand... Gravity owner for 2 days. Wanted to schedule an appointment to fix a window that goes up, then doesn't stay up and reopens a few inches. I put the concern into the app, picked Millbrae, and then... no service availability for any day? I checked 3 months - the only months the app was showing, and not a single day has an available slot.

Wtf??

And BTW, I tried numerous times to call Millbrae service and not a single time did anyone pick up the phone. How's this service acceptable for a $120k car?

So my local studio is also out of Millbrae, and once I called into the national line and they mentioned that the phone at the Millbrae studio is in a backroom somewhere so they tend to not hear it ring. I had good luck asking the national rep. to leave a note (presumably in their internal chat/email systems) and someone got back to me relatively quick, though this was pre-sale, not a service call.

 

[Allnatt]

It’s super annoying and frustrating. For whatever reason, many SCs have grayed out all dates and you have to call. For Tysons, at least, they’re very responsive and pick up the phone.

Maybe try another SC nearby and ask if there’s an issue at Millbrae? A bunch of folks here use Millbrae, so they may have better insight. Service seems a bit overwhelmed right now.

Scottdale has also been great. Ive been able to get through on the first try with no hold time on several occasions over the past week.

 

[borski]

So my local studio is also out of Millbrae, and once I called into the national line and they mentioned that the phone at the Millbrae studio is in a backroom somewhere so they tend to not hear it ring. I had good luck asking the national rep. to leave a note (presumably in their internal chat/email systems) and someone got back to me relatively quick, though this was pre-sale, not a service call.

I have also had success calling sales at Millbrae and asking them to help get a hold of service; I really do think this is a “they are busy and the person at the desk stepped away” whereas there is almost always someone at the reception desk at Millbrae.

To be fair, San Jose can’t “hard open” soon enough, heh

 

[GoDestruction]

I have also had success calling sales at Millbrae and asking them to help get a hold of service; I really do think this is a “they are busy and the person at the desk stepped away” whereas there is almost always someone at the reception desk at Millbrae.

To be fair, San Jose can’t “hard open” soon enough, heh

Is there a date for San Jose already? soft open or otherwise…

I had already told my SA I will need two conditions to be resolved before I take delivery
1. Key fob issue resolved
2. San Jose center open

I was hoping that 3.3.1 would take care of #1 but jury is out on that one…

Now I am a bit concerned about the new “dark screens”. I don’t want to add a third condition

In any case my SA told me my GGT is still targeted for Nov production… I will need to decide soon if I want to delay it further on purpose.

 

[TahoeMichael]

Is there a date for San Jose already? soft open or otherwise…

I had already told my SA I will need two conditions to be resolved before I take delivery
1. Key fob issue resolved
2. San Jose center open

I was hoping that 3.3.1 would take care of #1 but jury is out on that one…

Now I am a bit concerned about the new “dark screens”. I don’t want to add a third condition

In any case my SA told me my GGT is still targeted for Nov production… I will need to decide soon if I want to delay it further on purpose.

Not sure if your SA means that the car will be ready for delivery in November, or just starting production in November. Either way, I'd guess that there will be another software update released by early November, so hopefully there will be additional fixes available by the time your vehicle could be delivered.

 

[GoDestruction]

Not sure if your SA means that the car will be ready for delivery in November, or just starting production in November. Either way, I'd guess that there will be another software update released by early November, so hopefully there will be additional fixes available by the time your vehicle could be delivered.

Thanks @TahoeMichael!

My SA's exact words were "Your vehicle is still tentative for a November build slot". So I am thinking delivery could still be late November or early December?

 

[borski]

Is there a date for San Jose already? soft open or otherwise…

I had already told my SA I will need two conditions to be resolved before I take delivery
1. Key fob issue resolved
2. San Jose center open

I was hoping that 3.3.1 would take care of #1 but jury is out on that one…

Now I am a bit concerned about the new “dark screens”. I don’t want to add a third condition

In any case my SA told me my GGT is still targeted for Nov production… I will need to decide soon if I want to delay it further on purpose.

Google Maps says 10/1

 

[bryway]

I don't understand... Gravity owner for 2 days. Wanted to schedule an appointment to fix a window that goes up, then doesn't stay up and reopens a few inches. I put the concern into the app, picked Millbrae, and then... no service availability for any day? I checked 3 months - the only months the app was showing, and not a single day has an available slot.

Wtf??

And BTW, I tried numerous times to call Millbrae service and not a single time did anyone pick up the phone. How's this service acceptable for a $120k car?

First of all -- congrats on your new Gravity

And, yeah, your experience in the app mirrored my experience too (specifically with Millbrae). Shortly after delivery, there were several issues I wanted addressed including malfunctioning second row seats, exposed motor and jackscrew for second row seat travel, etc. When I went to set up a service appointment, all dates in the app were grayed out. I called the Millbrae center several times, and ended up just leaving messages. A couple of days later, someone ultimately called me back and helped me get an appointment scheduled. She told me they were having "issues" with the app.

If I can offer any advice, it'll be that you request a loaner if you depend on your Gravity at all as a daily driver (and don't have another car). Of course, that may push your service date out a bit because you have to wait for loaner availability. That's what happened for me. Although I made the original service request in late-July, they weren't able to book me until early Sept, and told me to be prepared to be without my car for a couple of weeks (I think they actually quoted 7-10 days).

Upon dropping my Gravity off, they added a few more things to the work order -- a hush panel re-fit, and, due to some engineering telemetry they received about my specific vehicle, decided my rear drive unit (RDU) needed to be replaced. They've had my car since Monday, 8 September and I'm still not sure when I'll see it again. Last update from my service advisor was Tuesday 23 Sept, when I was told the RDU had arrived and they were waiting on the use of a battery table (they apparently only have one in the entire shop) so they could start the RDU replacement process which, of course, means dropping the battery.

The service advisor, while polite, keeps twisting himself into knots explaining why things are taking longer than expected, so I've stopped pressing him for daily updates and am now just pinging him every few days for an ETA. I'll probably check in again tomorrow given it's the end of another week.

In the meantime, I feel like I'm hogging a loaner Air sedan that could be in the hands of some other poor sap whose car is taking longer than expected to service. I'm closing in on three weeks with the loaner but am soooo glad I have it.

 

[hmp10]

Upon dropping my Gravity off, they added a few more things to the work order -- a hush panel re-fit, and, due to some engineering telemetry they received about my specific vehicle, decided my rear drive unit (RDU) needed to be replaced.

On an earlier service visit to replace our HUD unit, they also did this hush panel refit on our car -- an issue I wasn't even aware we had. I wonder if that's something that will have to be done on all early Gravities as they go in for other service issues?

And I wonder what these drive unit problems are. Ours is in the shop right now for a rear unit replacement, and another poster has had to have a front drive unit replaced. In our case as in his, though, the cars actually went into power cut mode, limiting speed to 50mph.

They've had my car since Monday, 8 September and I'm still not sure when I'll see it again. Last update from my service advisor was Tuesday 23 Sept, when I was told the RDU had arrived and they were waiting on the use of a battery table (they apparently only have one in the entire shop) so they could start the RDU replacement process which, of course, means dropping the battery.

Wow. Yours has been off-line longer than ours. Ours went in to Roswell (outside Atlanta) on September 11, and we're being told it will be trucked down to us sometime next week. As near as I can tell from what I see on the app, It seems the drive unit has already been replaced. Of course, our car had already spent a couple of weeks at the Miami Service Center for HUD, navigation, and GPS issues which were not completely resolved during that visit and are finally being finished at Roswell (or so I'm told).

In the meantime, I feel like I'm hogging a loaner Air sedan that could be in the hands of some other poor sap whose car is taking longer than expected to service. I'm closing in on three weeks with the loaner but am soooo glad I have it.

No reason you should feel guilty at all. It's not your fault that some of these Gravities are having to be pretty much finished or even rebuilt after they have been delivered to customers. Our car has been out of service for about a third of the three months we've had it.

 

[bryway]

On an earlier service visit to replace our HUD unit, they also did this hush panel refit on our car -- an issue I wasn't even aware we had. I wonder if that's something that will have to be done on all early Gravities as they go in for other service issues?

And I wonder what these drive unit problems are. Ours is in the shop right now for a rear unit replacement, and another poster has had to have a front drive unit replaced. In our case as in his, though, the cars actually went into power cut mode, limiting speed to 50mph.




Wow. Yours has been off-line longer than ours. Ours went in to Roswell (outside Atlanta) on September 11, and we're being told it will be trucked down to us sometime next week. As near as I can tell from what I see on the app, It seems the drive unit has already been replaced. Of course, our car had already spent a couple of weeks at the Miami Service Center for HUD, navigation, and GPS issues which were not completely resolved during that visit and are finally being finished at Roswell (or so I'm told).




No reason you should feel guilty at all. It's not your fault that some of these Gravities are having to be pretty much finished or even rebuilt after they have been delivered to customers. Our car has been out of service for about a third of the three months we've had it.

As we close out week three of them having my car, I did receive an update this morning from my service advisor.

Apparently after replacing the rear drive unit (which was completed yesterday), the air suspension is no longer inflating properly, so they're on with HQ troubleshooting that. He apologized for all the delays, explaining they haven't had to service very many Gravity models, and simply don't have the experience necessary to perform service as quickly as people would like. He also told me my second row seats will need to be completely replaced -- recall one of the original reasons I took the car in for service was to address second-row seat movement for ingress / egress to / from third row seats. Second row seats are on indefinite backorder, so no ETA for a fix there.

He confirmed hush panel, homelink activation, 3.3.1 update + key fob service have been completed, and depending on how long the air suspension issue takes to resolve, I could conceivably pick up the car on Monday 29 Sept, and simply return it to service again whenever the replacement middle-row seats arrive.

 

[Ron_Burgundy]

As we close out week three of them having my car, I did receive an update this morning from my service advisor.

Apparently after replacing the rear drive unit (which was completed yesterday), the air suspension is no longer inflating properly, so they're on with HQ troubleshooting that. He apologized for all the delays, explaining they haven't had to service very many Gravity models, and simply don't have the experience necessary to perform service as quickly as people would like. He also told me my second row seats will need to be completely replaced -- recall one of the original reasons I took the car in for service was to address second-row seat movement for ingress / egress to / from third row seats. Second row seats are on indefinite backorder, so no ETA for a fix there.

He confirmed hush panel, homelink activation, 3.3.1 update + key fob service have been completed, and depending on how long the air suspension issue takes to resolve, I could conceivably pick up the car on Monday 29 Sept, and simply return it to service again whenever the replacement middle-row seats arrive.

Backorder just means they need to get it from assembly line. That said, getting my window regulator from the assembly line was probably much easier than second row seats and that took a while.

Sorry you’re going through all of this. At least they’re honest they don’t have the people and expertise yet. It is still super frustrating.

 

[msaunders9430]

As we close out week three of them having my car, I did receive an update this morning from my service advisor.

Apparently after replacing the rear drive unit (which was completed yesterday), the air suspension is no longer inflating properly, so they're on with HQ troubleshooting that. He apologized for all the delays, explaining they haven't had to service very many Gravity models, and simply don't have the experience necessary to perform service as quickly as people would like. He also told me my second row seats will need to be completely replaced -- recall one of the original reasons I took the car in for service was to address second-row seat movement for ingress / egress to / from third row seats. Second row seats are on indefinite backorder, so no ETA for a fix there.

He confirmed hush panel, homelink activation, 3.3.1 update + key fob service have been completed, and depending on how long the air suspension issue takes to resolve, I could conceivably pick up the car on Monday 29 Sept, and simply return it to service again whenever the replacement middle-row seats arrive.

Hang in there.

I just got my GGT back after three days at a service center and dang I missed it.
Even though they gave me an Air Pure as a loaner, there's nothing like your own ride.

I pray this will all work out and you'll enjoy the car more than ever.
Having the issues fixed will be a welcome relief.

 

[hmp10]

Heard from the Service Center today. Our rear drive unit has been replaced, but now they're waiting on "fasteners" to arrive for it sometime next week. Don't know why the fasteners weren't shipped along with the drive unit in the first place?

So it's going to be a while longer.

This has thrown me into an all-new quandary. We're taking delivery of our second Gravity tomorrow at the Miami Service Center and then going to have the car trucked over to the PPF shop in Naples because I don't want to put it on the highway until the PPF is installed. (Not only is there the issue of the sand quarries and dump truck convoys near our house, but our first Gravity got whacked on its first road trip when a semi kicked a piece of wood into the side of the car on I-75. The PPF is going to have to be replaced, but at least it saved the paint so that a dent remover can handle the repair instead of a body shop.)

This time, though, I'm not letting the car go on the truck until I first test drive it while it's still at the Service Center. In order to allow this, Lucid had to send me a new set of purchase paperwork in order to move the delivery date up from September 30 (the trucking date) to September 27 (our visit to the Service Center to check out the car).

So, what's the quandary? As little as we got to drive the first Gravity, I still can't get out of my head what a blast it was to drive. It's actually been hard to enjoy our Air Dream P as much since. It's going to be very hard to leave the new Gravity behind in Miami tomorrow instead of driving it home. But I've got to avoid the temptation to have it here and accessible before the PPF can get put on it. (The radar installer can't get to it before October 20, so at least we might have a few days with it between PPF and radar installs.)

Meanwhile, we're just waiting to get the first Gravity back. And waiting . . . and waiting . . . .

 

[Andretex]

Heard from the Service Center today. Our rear drive unit has been replaced, but now they're waiting on "fasteners" to arrive for it sometime next week. Don't know why the fasteners weren't shipped along with the drive unit in the first place?

So it's going to be a while longer.

This has thrown me into an all-new quandary. We're taking delivery of our second Gravity tomorrow at the Miami Service Center and then going to have the car trucked over to the PPF shop in Naples because I don't want to put it on the highway until the PPF is installed. (Not only is there the issue of the sand quarries and dump truck convoys near our house, but our first Gravity got whacked on its first road trip when a semi kicked a piece of wood into the side of the car on I-75. The PPF is going to have to be replaced, but at least it saved the paint so that a dent remover can handle the repair instead of a body shop.)

This time, though, I'm not letting the car go on the truck until I first test drive it while it's still at the Service Center. In order to allow this, Lucid had to send me a new set of purchase paperwork in order to move the delivery date up from September 30 (the trucking date) to September 27 (our visit to the Service Center to check out the car).

So, what's the quandary? As little as we got to drive the first Gravity, I still can't get out of my head what a blast it was to drive. It's actually been hard to enjoy our Air Dream P as much since. It's going to be very hard to leave the new Gravity behind in Miami tomorrow instead of driving it home. But I've got to avoid the temptation to have it here and accessible before the PPF can get put on it. (The radar installer can't get to it before October 20, so at least we might have a few days with it between PPF and radar installs.)

Meanwhile, we're just waiting to get the first Gravity back. And waiting . . . and waiting . . . .

Sorry to hear that. I pick up my Gravity next week. Can’t wait. We will be a Lucid Air and Gravity house.

 

[hmp10]

He apologized for all the delays, explaining they haven't had to service very many Gravity models, and simply don't have the experience necessary to perform service as quickly as people would like.

I was told pretty much the same thing by the Miami Service Center when our car went in for the HUD replacement and navigation/GPS issues. And the Roswell Service Center said ours was the first Gravity they had taken in for any service work.

A pioneer's life can be hard.

 

[prgarg]

I remember reading a while ago that warranty costs were an issue for Lucid and they were trying to get them under control. I just can't imagine what this chaotic Gravity launch is costing them (front and rear drive units replaced, vehicles trucked, seats/HUD/GPS/consoles replaced, FOBs serviced, etc, etc...). Before the launch, they were spending $4 for every $1 generated in revenue, wonder what the ratio is now...

 

[hmp10]

I remember reading a while ago that warranty costs were an issue for Lucid and they were trying to get them under control. I just can't imagine what this chaotic Gravity launch is costing them (front and rear drive units replaced, vehicles trucked, seats/HUD/GPS/consoles replaced, FOBs serviced, etc, etc...). Before the launch, they were spending $4 for every $1 generated in revenue, wonder what the ratio is now...

Yes, Eric Bach actually mentioned the need to keep warranty costs under control in an interview just before the Gravity launch.

As a stockholder, I shudder to think what the warranty costs are so far for the Gravity. I'm sure even a fraction of what our first Gravity has already cost them erased any margin at all on the sale even if you take amortized costs out of the equation.

 

[msaunders9430]

I was told pretty much the same thing by the Miami Service Center when our car went in for the HUD replacement and navigation/GPS issues. And the Roswell Service Center said ours was the first Gravity they had taken in for any service work.

A pioneer's life can be hard.

Meanwhile the military bunker in Mechanicsville,VA that serves as a satellite sc for the Tysons Corner sc has seen four GGTs.
In fact, yesterday when I pulled up to the sc, an exact twin of my car was being pulled into their work area.

 

[hmp10]

Meanwhile the military bunker in Mechanicsville,VA that serves as a satellite sc for the Tysons Corner sc has seen four GGTs.
In fact, yesterday when I pulled up to the sc, an exact twin of my car was being pulled into their work area.

Well, if it’s in for repair let’s hope it’s not an exact twin.☺