Gravity Service Appointments and Time In Service

[PGHGravity]

Thanks for the update. It is helpful to know.

When did you make the appointment, out of curiosity? Asking from a lead time perspective as it’s very difficult to get an appt with our SC and “minor” issues like you mentioned would be 3+ weeks at best, I think. Hence my annoyance on other threads at not being able to actually get the fob update any time soon.

I made the appointment in the app on 9/29 for 10/15 (earliest available), but then with transport factored in the actual start was delayed.

If the wait was any longer than that I would have tried to make the case that a mostly inoperable blinker light is a safety concern.

 

[socktucker]

I was supposed to have them pickup the car tomorrow to ship back for a multitied of issues. Then they contacted me and said they think they can do it all mobile (which tells me they are probably going to deny my paint claim, and I'll have to pay my own guy to fix the fingerprint in the paint...). But now, I haven't heard anything from anyone about mobile repair, so I guess I'll see if a Lucid van shows up tomorrow...

 

[PGHGravity]

My car has been in service at KOP since yesterday (well Saturday but they started looking at it yesterday) to address a bad blinker plus some other more cosmetic issues including a non-flush front “Lucid” trim piece.

Anyway, I just got an update saying both the blinker and the trim piece have been replaced, which I thought was worth noting since as far as I know neither of those parts were ordered in advance for me- certainly not the trim piece which I didn’t even mention until the car got there. Maybe this is an indication that parts are in better supply now.

(And yes they updated my key fob too)

Following up with this, the SC finished with my car this morning so practically speaking they were working on it for 3 days.

They addressed these issues:

- Front blinker that wouldn’t blink correctly. Replaced bad blinker assembly.
- Gloss black “Lucid” light bar trim piece wasn’t flush with the hood. Replaced with new trim piece/adhesive.
- Frequent USB charging unavailable alerts even though it always works. Tested and verified it’s a software issue.
- Piece of rubber roof trim sticking up on one side. Refit correctly.
- Low frequency rumble noise at 70+ as reported by others here. They couldn’t reproduce it but also had to remove/replace the front fascia to replace the light, so they may have tightened the offending part coincidentally.
- Corner of top rear spoiler trim piece wasn’t flush. Found broken retaining clips, replaced clips and refit.
- Updated car and fob software

The car still needs to be transported back to me, so I can’t assess the quality of the work but it certainly took less time than I expected given replacement parts involved, and the communication from the KOP SC has been very good.

 

[Palagius]

I took delivery of Gravity DE #223 on Oct 31. I have a running list of issues that range from annoying to infuriating since I took delivery. On Friday the Tysons service center indicated they could see the car in two months (mid-January). This was after many text and phone back-and-forths with the tier 1 tech support people. Since none of the issues were "safety related" they were not priority.

I was pretty prepared for some software teething pains and even grading on that curve it's been pretty hard to overlook how this has gone so far. For something like the HVAC issues that clearly affect nearly everyone I certainly do not mind waiting on the platform updates with the fixes. But "normal car" functions demonstrably not working is harder to take.

I won't elaborate further on the issues. Just on-topic highlighting that the earliest potential resolution I have for things that were broken on delivery will be *starting* 2.5 months into ownership.

I think it is hard to credibly defend how this has been going for Gravity owners in terms of both product and service quality.

 

[TahoeMichael]

I took delivery of Gravity DE #223 on Oct 31. I have a running list of issues that range from annoying to infuriating since I took delivery. On Friday the Tysons service center indicated they could see the car in two months (mid-January). This was after many text and phone back-and-forths with the tier 1 tech support people. Since none of the issues were "safety related" they were not priority.

I was pretty prepared for some software teething pains and even grading on that curve it's been pretty hard to overlook how this has gone so far. For something like the HVAC issues that clearly affect nearly everyone I certainly do not mind waiting on the platform updates with the fixes. But "normal car" functions demonstrably not working is harder to take.

I won't elaborate further on the issues. Just on-topic highlighting that the earliest potential resolution I have for things that were broken on delivery will be *starting* 2.5 months into ownership.

I think it is hard to credibly defend how this has been going for Gravity owners in terms of both product and service quality.

It seems clear the service centers are overwhelmed right now. That, and also logistic problems with repair parts not being available in a timely manner. The significant quality problems with the Gravity launch are presumably causing a lot of the backlog. All in all, reports like this do give me pause about accepting delivery of my GGT in a couple weeks.

 

[Ron_Burgundy]

I took delivery of Gravity DE #223 on Oct 31. I have a running list of issues that range from annoying to infuriating since I took delivery. On Friday the Tysons service center indicated they could see the car in two months (mid-January). This was after many text and phone back-and-forths with the tier 1 tech support people. Since none of the issues were "safety related" they were not priority.

I was pretty prepared for some software teething pains and even grading on that curve it's been pretty hard to overlook how this has gone so far. For something like the HVAC issues that clearly affect nearly everyone I certainly do not mind waiting on the platform updates with the fixes. But "normal car" functions demonstrably not working is harder to take.

I won't elaborate further on the issues. Just on-topic highlighting that the earliest potential resolution I have for things that were broken on delivery will be *starting* 2.5 months into ownership.

I think it is hard to credibly defend how this has been going for Gravity owners in terms of both product and service quality.

It really depends on the issues. If they’re annoying but not stopping you from driving and not safety issues, then, while frustrating, there’s only so much SC capacity now and I understand the delay. Not ideal for a $100k+ car, but they’re scaling.

Generally, for folks here, Lucid has worked to address serious (eg can’t drive car) issues quickly. However, getting parts, etc can take a long time.

 

[HC_79]

It really depends on the issues. If they’re annoying but not stopping you from driving and not safety issues, then, while frustrating, there’s only so much SC capacity now and I understand the delay. Not ideal for a $100k+ car, but they’re scaling.

Generally, for folks here, Lucid has worked to address serious (eg can’t drive car) issues quickly. However, getting parts, etc can take a long time.

The problem is (and I don't think I'm the only one) the car goes in for repair/fix and then they say it's "fixed" when it's not. Mine is going back in for a second time for issues they simply didn't fix the first time even though they said they did. If the Service Center half asses the job then they do themselves no favors helping reduce the backlog because the car inevitably will have to go back.

They're certainly not following the "get em in, get em out" motto either because they're keeping cars for 1,2 or even 3 weeks so there's no excuse for sloppy workmanship that then warrants the car to go back again for the same issues to be resolved. It seems not all Service Centers are equal though when it comes to how much effort is put in to repair vehicles.

 

[Ron_Burgundy]

The problem is (and I don't think I'm the only one) the car goes in for repair/fix and then they say it's "fixed" when it's not. Mine is going back in for a second time for issues they simply didn't fix the first time even though they said they did. If the Service Center half asses the job then they do themselves no favors helping reduce the backlog because the car inevitably will have to go back.

They're certainly not following the "get em in, get em out" motto either because they're keeping cars for 1,2 or even 3 weeks so there's no excuse for sloppy workmanship that then warrants the car to go back again for the same issues to be resolved. It seems not all Service Centers are equal though when it comes to how much effort is put in to repair vehicles.

Totally agree they should get it right first time. My frunk’s been “fixed” twice but..not fixed. And I don’t want to take it back because I don’t need/want to wait a week to get it fixed. So I hear you.

Also agree certain SCs seem better than others and that may also be based on volume.

My SC has been super responsive and helpful. I do think they’re all a bit overwhelmed.

Remember, it’s not just the Gravity. They’ve been delivering a record number of Air deliveries recently. So there’s a lot of scale they need to address.

It’s frustrating but not surprising (to me). I had the same experience with Tesla 12 years ago and Rivian 3 years ago…

 

[socktucker]

The problem is (and I don't think I'm the only one) the car goes in for repair/fix and then they say it's "fixed" when it's not. Mine is going back in for a second time for issues they simply didn't fix the first time even though they said they did. If the Service Center half asses the job then they do themselves no favors helping reduce the backlog because the car inevitably will have to go back.

They're certainly not following the "get em in, get em out" motto either because they're keeping cars for 1,2 or even 3 weeks so there's no excuse for sloppy workmanship that then warrants the car to go back again for the same issues to be resolved. It seems not all Service Centers are equal though when it comes to how much effort is put in to repair vehicles.

Yeah this is the exact same issue I have had. It was basic stuff that just wasn’t done or was made worse. Stuff that should have taken one trip took 3 I’m sure they don’t want this situation either.

Only one occasion was I actually unable to drive the car. Idk if I’d let it deter me from buying it again but I do wish I was closer to service. Its a. 3 year lease maybe one will open near me by then, that’s how it was with Tesla.

I still think leasing is ok.

 

[msaunders9430]

I took delivery of Gravity DE #223 on Oct 31. I have a running list of issues that range from annoying to infuriating since I took delivery. On Friday the Tysons service center indicated they could see the car in two months (mid-January). This was after many text and phone back-and-forths with the tier 1 tech support people. Since none of the issues were "safety related" they were not priority.

I was pretty prepared for some software teething pains and even grading on that curve it's been pretty hard to overlook how this has gone so far. For something like the HVAC issues that clearly affect nearly everyone I certainly do not mind waiting on the platform updates with the fixes. But "normal car" functions demonstrably not working is harder to take.

I won't elaborate further on the issues. Just on-topic highlighting that the earliest potential resolution I have for things that were broken on delivery will be *starting* 2.5 months into ownership.

I think it is hard to credibly defend how this has been going for Gravity owners in terms of both product and service quality.

Yeah that Tysons/DMV area has a ton of people and that one service center.

My lil ole bunker of a service center down here in Central VA is much to look at, but the last time I had to contact them, which was before I could update the fob with the app, the next appointment time was the following week. Not ideal, as in Lexus style, but not months either.

Hang in there.

 

[Palagius]

It really depends on the issues. If they’re annoying but not stopping you from driving and not safety issues, then, while frustrating, there’s only so much SC capacity now and I understand the delay. Not ideal for a $100k+ car, but they’re scaling.

Generally, for folks here, Lucid has worked to address serious (eg can’t drive car) issues quickly. However, getting parts, etc can take a long time.

For sure, I would not suggest that my issues should take priority over safety or vehicular operation issues. But that also does not change how I feel about the launch, the car, and my own experiences. And I think it is worth noting that SC capacity problems are just another axis of competence in execution, and I think people asking these questions before buying one deserve candor that allows appropriate expectation management. As indicated, I had been reading in here before delivery pretty extensively. I was braced. And grading on *that* curve I have had some pretty significant frustrations.

I do believe that part of the problem (perhaps small) is that the various tiers of service engagement do not have a good way to differentiate between "platform issues" and "vehicle-specific issues". If I speak with a service rep and say "the HVAC sucks", he/she needs to adjudicate whether I am referring to the problems that nearly everyone has or whether a tech really needs to look at it. Now in my case, I have been reading in these forums since before I took delivery so I pre-applied that razor to things before opening service cases on them. And for the most part, I do not mind doing that. I was an early Tesla Model S owner and they too suffered on software maturity and especially parts availability early on.

But back to the service experience: My actual service interactions have been superb. I get the impression that each and every one of the people with whom I have spoken really wants to address the vehicle issues. And for the first-contact part of things I have had the same person a few times, which provides at least a sense of continuity and the (perhaps misleading?) perception that there is a human paying attention to my issues.

Candidly, the car is also absolutely superb to drive. Which does make up for a lot of sins. My perception they are trying on the service side coupled with how good a job they did on the things that *can't* be patched in the field are what sustain my enthusiasm for the car.

Applying 3.3.9 now. Wish me luck.

 

[socktucker]

Yeah that Tysons/DMV area has a ton of people and that one service center.

My lil ole bunker of a service center down here in Central VA is much to look at, but the last time I had to contact them, which was before I could update the fob with the app, the next appointment time was the following week. Not ideal, as in Lexus style, but not months either.

Hang in there.

I was told there is also one on mobile tech in the northwest at the moment that covers Idaho, Utah, and three other states not sure which tho. He’s very busy. Nice guy.

 

[socktucker]

For sure, I would not suggest that my issues should take priority over safety or vehicular operation issues. But that also does not change how I feel about the launch, the car, and my own experiences. And I think it is worth noting that SC capacity problems are just another axis of competence in execution, and I think people asking these questions before buying one deserve candor that allows appropriate expectation management. As indicated, I had been reading in here before delivery pretty extensively. I was braced. And grading on *that* curve I have had some pretty significant frustrations.

I do believe that part of the problem (perhaps small) is that the various tiers of service engagement do not have a good way to differentiate between "platform issues" and "vehicle-specific issues". If I speak with a service rep and say "the HVAC sucks", he/she needs to adjudicate whether I am referring to the problems that nearly everyone has or whether a tech really needs to look at it. Now in my case, I have been reading in these forums since before I took delivery so I pre-applied that razor to things before opening service cases on them. And for the most part, I do not mind doing that. I was an early Tesla Model S owner and they too suffered on software maturity and especially parts availability early on.

But back to the service experience: My actual service interactions have been superb. I get the impression that each and every one of the people with whom I have spoken really wants to address the vehicle issues. And for the first-contact part of things I have had the same person a few times, which provides at least a sense of continuity and the (perhaps misleading?) perception that there is a human paying attention to my issues.

Candidly, the car is also absolutely superb to drive. Which does make up for a lot of sins. My perception they are trying on the service side coupled with how good a job they did on the things that *can't* be patched in the field are what sustain my enthusiasm for the car.

Applying 3.3.9 now. Wish me luck.

Reading that was a joy. Are you an author or something? Academic?

 

[Palagius]

Reading that was a joy. Are you an author or something? Academic?

You are most kind. No, I am just a systems engineer. Much of what I do involves large and complex integration problems and efforts. So I like to think that I am wincing with reasonably well-informed sympathy for the Lucid software engineers' plight right now.

I believe that in large-scale engineering efforts precision of communication is often as important as problem analysis and decomposition. So I do put effort into trying to communicate well, and I appreciate that it was noted.

Speaking of that, with respects to service experiences I personally feel that Lucid is doing better than Tesla did early on. But with more than a decade separating my "early Model S" experience and "my early Gravity" experience that observation should be taken with a grain of salt.

 

[borski]

You are most kind. No, I am just a systems engineer. Much of what I do involves large and complex integration problems and efforts. So I like to think that I am wincing with reasonably well-informed sympathy for the Lucid software engineers' plight right now.

I believe that in large-scale engineering efforts precision of communication is often as important as problem analysis and decomposition. So I do put effort into trying to communicate well, and I appreciate that it was noted.

Speaking of that, with respects to service experiences I personally feel that Lucid is doing better than Tesla did early on. But with more than a decade separating my "early Model S" experience and "my early Gravity" experience that observation should be taken with a grain of salt.

For what it’s worth, I also enjoyed reading that post. I’m certain you write fantastic documentation.

 

[hwy17er]

You are most kind. No, I am just a systems engineer. Much of what I do involves large and complex integration problems and efforts. So I like to think that I am wincing with reasonably well-informed sympathy for the Lucid software engineers' plight right now.

I believe that in large-scale engineering efforts precision of communication is often as important as problem analysis and decomposition. So I do put effort into trying to communicate well, and I appreciate that it was noted.

Speaking of that, with respects to service experiences I personally feel that Lucid is doing better than Tesla did early on. But with more than a decade separating my "early Model S" experience and "my early Gravity" experience that observation should be taken with a grain of salt.

I feel "precision of communication" is always important in any sort of relationship, work or play... Especially with Lucid and it's owners!!

 

[eelpout]

It seems clear the service centers are overwhelmed right now. That, and also logistic problems with repair parts not being available in a timely manner. The significant quality problems with the Gravity launch are presumably causing a lot of the backlog. All in all, reports like this do give me pause about accepting delivery of my GGT in a couple weeks.

Ditto, similar boat. Might be worth eating the deposit at this point and giving another 6 months to the gremllin gods to work things out.

 

[TahoeMichael]

Ditto, similar boat. Might be worth eating the deposit at this point and giving another 6 months to the gremllin gods to work things out.

I'm definitely wondering if that's what I should do. My GGT is currently in PDI. My SA reached out yesterday and said he's expecting I can take delivery early next week. As I will be away for the holiday next week, delivery will actually need to be the first week of December. Gonna have to make a decision soon.

 

[electric]

It seems clear the service centers are overwhelmed right now. That, and also logistic problems with repair parts not being available in a timely manner. The significant quality problems with the Gravity launch are presumably causing a lot of the backlog. All in all, reports like this do give me pause about accepting delivery of my GGT in a couple weeks.

I had an excellent experience with Rocklin CA center, car got scheduled for service in less than 1 week, then worked on (mostly waiting for parts) for 10 days, during which I mostly enjoyed driving their loaner Air. Everything I reported got fixed, obviously those were all hardware issues, I'm getting used to software gremlins by now, not letting it bother me as much anymore. All common software bugs have quick workarounds proven to work, should be somewhat reasonable to deal with if you are tech savvy. Of course YMMV, there are a few horror stories I would not want to be a part of...

 

[Palagius]

I'm definitely wondering if that's what I should do. My GGT is currently in PDI. My SA reached out yesterday and said he's expecting I can take delivery early next week. As I will be away for the holiday next week, delivery will actually need to be the first week of December. Gonna have to make a decision soon.

Today I got in my car to head home from work as per usual and discovered once I was already on the road that none of the physical feature controls in the car were working at all. Trying to change the temp using the on-screen controls (since the physical didn't work) would just have it snap back to the prior setting after a second or two. And I couldn't turn down the music at all. Not the knob, and not any of the steering wheel controls worked either. So no fan, temp, seat, volume, etc. controls at all. Completely disabled. At least the turn signal functioned, or I would have noticed earlier.

Upon arrival I took a video of it because it was so ridiculous.

Once I got home a soft-reboot (single chime) made the controls start working again. I mean, until next time something else fails. As I have posted elsewhere, I was braced for some teething pains and believed I was going in clear-eyed about what I was signing up for. But three weeks of ownership is the interval it took for me to go from a huge Lucid fan to looking at how much teeth lemon laws have in Virginia. Certainly right now I am posting angry, but what I will say is knowing what I know now I would absolutely not have gotten this car. Which is a shame, because it drives superbly when things work and the packaging and materials are all great.

I feel like I am grossly out of step with a lot of the other owners in here, as the dominant response to people having problems appears to be "caveat emptor" more than anything else. Lucid asserts that they delivered Gravity cars to people in December of last year. That means beyond software development running lockstep with designing and preparing to build the car, we are looking at nearly a full year of post-delivery bug fixes. And we are in this state where something extremely basic is broken basically in every drive, and we are supposed to just cross-reference our checklist for the elaborate chicken dance we are expected to do in order for basic things to function.

When I extrapolate from being a year in to post-delivery bug fixes and look toward the future, I see only more years of pain from the most expensive car I have ever owned. And the amount of goodwill Lucid had to squander to get me there is colossal.