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Gravity Service Appointments and Time In Service

RandomDesign said:
San Diego.
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San Diego and San Jose were both hit by the layoffs, anecdotally (I just know people at both, that’s all). I suspect this will get fixed as they rehired but I’m not entirely surprised there’s a temporarily slowdown as a result.
 
RandomDesign said:
I can understand that they're busy but not calling back in almost a week is bordering on incompetent, especially as corporate has even asked them to call me at this point and they're apparently even ignoring them.

From my perspective, I ran my own cybersecurity and IT support company for almost 20 years before retiring and there is no way I would have let our customer service be this bad.
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To be clear: I’m not excusing it, just explaining.
 
The actual dropoff at service went well very today. I was in and out of the service center in probably 15 minutes. They didn't have any loaners right now so they set me up with an Uber to and a rental from Enterprise nearby who gave me a Mercedes EQS sedan which is nice enough but already makes me miss the Gravity.

While I was at Enterprise in line and then waiting for my car to be brought out there were three other people that came in from Lucid also getting rentals.
 
RandomDesign said:
The actual dropoff at service went well very today. I was in and out of the service center in probably 15 minutes. They didn't have any loaners right now so they set me up with an Uber to and a rental from Enterprise nearby who gave me a Mercedes EQS sedan which is nice enough but already makes me miss the Gravity.

While I was at Enterprise in line and then waiting for my car to be brought out there were three other people that came in from Lucid also getting rentals.
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I suppose it's not surprising they don't have loaners, since it seems like it's becoming standard practice for service centers to take vehicles in and just sit on them for a couple of weeks before looking at them. Seems like it would be better for everyone involved to get their scheduling process fixed so that vehicles come in and get looked at quickly, and not have a large number of customers with loaners for weeks at a time.
 
socktucker said:
all you guys getting EQS and Corvettes I got a Hyundai!
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My choices were the EQS, a Nissan Pathfinder (which I got as a rental last year on a trip and hated) or a Genesis ICE suv. Figured the EQS would be a nice thing to drive for a few while the Gravity is looked at.
 
RandomDesign said:
My choices were the EQS, a Nissan Pathfinder (which I got as a rental last year on a trip and hated) or a Genesis ICE suv. Figured the EQS would be a nice thing to drive for a few while the Gravity is looked at.
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I’m curious if they prioritized your issue and placed you in front of the queue or if you have to wait the 2-3 weeks.
 
Jackles said:
I’m curious if they prioritized your issue and placed you in front of the queue or if you have to wait the 2-3 weeks.
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Speaking of priorities, they told me they have 3 glass roofs and I will get the “best looking one”
Because apparently they have lots of bad ones. My first go round got a bad roof too. Hopefully someone else doesn’t get the other ones!
 
I called the central Customer Service number twice this morning to inquire about the second key fobs we are still owed on our Gravity Dream Editions (one of which we've had for over 8 months). Both times I got the IVR system which said it was transferring my call and that there was a 1-minute wait time. Then, instead of being put on hold as in the past, the phone just started ringing and ringing and ringing with no one picking up.

A few seconds after I finally hung up on the second call, I got a text message asking me to rate my customer service experience.

WTF?
 
Jackles said:
I’m curious if they prioritized your issue and placed you in front of the queue or if you have to wait the 2-3 weeks.
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I was given no indication I was being prioritized, I was told they might not even be able to start diagnosing it this week.
 
hmp10 said:
I called the central Customer Service number twice this morning to inquire about the second key fobs we are still owed on our Gravity Dream Editions (one of which we've had for over 8 months). Both times I got the IVR system which said it was transferring my call and that there was a 1-minute wait time. Then, instead of being put on hold as in the past, the phone just started ringing and ringing and ringing with no one picking up.

A few seconds after I finally hung up on the second call, I got a text message asking me to rate my customer service experience.

WTF?
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Customer service issues aside, your question is one for service in this case
 
hmp10 said:
I called the central Customer Service number twice this morning to inquire about the second key fobs we are still owed on our Gravity Dream Editions (one of which we've had for over 8 months). Both times I got the IVR system which said it was transferring my call and that there was a 1-minute wait time. Then, instead of being put on hold as in the past, the phone just started ringing and ringing and ringing with no one picking up.

A few seconds after I finally hung up on the second call, I got a text message asking me to rate my customer service experience.

WTF?
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Service here said they have a new phone system, if that helps.
 
borski said:
Customer service issues aside, your question is one for service in this case
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I have been raising the question periodically with the Service Center for some months. All I am ever told is that I am on a list to get them but none are being made available to them by Lucid.

Since some others on this forum have long since received their second keys, I was trying to get an answer from somewhere other than the Service Center.

I'm beginning to suspect that I will never see them, due bills and oral assurances aside.
 
hmp10 said:
I have been raising the question periodically with the Service Center for some months. All I am ever told is that I am on a list to get them but none are being made available to them by Lucid.

Since some others on this forum have long since received their second keys, I was trying to get an answer from somewhere other than the Service Center.

I'm beginning to suspect that I will never see them, due bills and oral assurances aside.
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I picked up two Keyfobs from one of the warranty services I had 3 months ago. One to replace a defective one with buttons falling off and the second for the dream edition.

I wonder if you stop by a service center and inquired, they’ll give you the second keyfob. Albeit, if you live far from one it may not make sense.
 
Jackles said:
I picked up two Keyfobs from one of the warranty services I had 3 months ago. One to replace a defective one with buttons falling off and the second for the dream edition.

I wonder if you stop by a service center and inquired, they’ll give you the second keyfob. Albeit, if you live far from one it may not make sense.
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We just got the car back from over three weeks in the Miami Service Center, which is on the other side of the state. The work authorization contained a reference to programming the keys, so I thought the car would be returned with the second key at long last. (This was the Gravity DE we've had for over 8 months.) Came back with only the original fob.
 
This is a depressing thread, ugh, sorry for your guys' issues.

I had a mobile service appointment recently, the guy was nice enough but he wasn't able to fix a lot of stuff. Fortunately, I don't have any crippling issues so I'm holding off for now on trying to schedule any service; I'm nervous about even trying based on all that I'm reading here.
 
hmp10 said:
We just got the car back from over three weeks in the Miami Service Center, which is on the other side of the state. The work authorization contained a reference to programming the keys, so I thought the car would be returned with the second key at long last. (This was the Gravity DE we've had for over 8 months.) Came back with only the original fob.
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:(

you are definitely owed fobs.
 
I called Customer Service again this afternoon. For the first time the call was answered by an "AI Assistant". After stating the reason for my call, I had to sit through a tutorial on how to pair fobs. At the end I asked to speak to an agent, at which point the call was forwarded to a real person. (I don't know whether I could have asked right off the bat to speak to an agent.)

The agent said he had to open a case to bump the issue up the chain and that I should get a call within two business days. He also said that, although an owner can pair an Air fob to the car, a Gravity key fob has to be paired by a service technician, either mobile or at a Service Center. I had told the AI Assistant that I was calling about Gravity key fobs, so I don't know why I got the tutorial on how to pair a key fob since it can't be done by a Gravity owner.

The agent also inquired about the third Gravity Dream Edition he saw on my account. I told him that car had been totaled in an accident back in November and was longer in service. He said I should have let Lucid know. I had already let Lucid know in early December, at which time I was told it would be deactivated in my account. I had also told them again in January when I got a call asking why I had not downloaded a software update to that car.

Lucid service is becoming very Tesla-esque . . . and that's not a good thing.
 
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