- Joined
- Nov 16, 2023
- Messages
- 2
- Reaction score
- 9
I purchased my Lucid Air Touring at the end of 2023, and immediately started having problems with Customer Service. After having my car for only three weeks, Lucid had to haul it away for some work that took six weeks. Every few days I was told I’d get my car back “soon”. I’ve only had the car in for service a few times since, and every time there have been problems. From not providing notifications about pickup/drop off times to lack of confirmations of service to messages to and from service people being missed.
Right now I’m in the midst of another communication bungle trying to get the center console upgrade. I made the appointment three weeks out, as that was the first date they could do the upgrade. To start to shit-show off, I never received either a confirmation that they were going to pick my car up or a time when they might. After calling several times and leaving messages, no one ever called back (It is impossible to actually get through to the service center). I did get a call 20 minutes before the tow truck arrived (I, of course had already canceled everything for the entire day since I had no clue when they might arrive). Five hours later, I was told that they could perform the upgrade Tuesday (today is Friday). Why in Gods name would they schedule the pick up today if they can’t do the service for four days ?
Having spent a decade writing software and flow charts for a customer service center, I know a little about expectations of service. All I can say about Lucid, is they clearly have little care about customer service. Most luxury brand companies bake in customer service in every process and set customer expectations very precisely. It’s clear to me that Lucid as a company has to make major changes in how they handle customers or they won’t survive.
I should have bought the Tesla.
Right now I’m in the midst of another communication bungle trying to get the center console upgrade. I made the appointment three weeks out, as that was the first date they could do the upgrade. To start to shit-show off, I never received either a confirmation that they were going to pick my car up or a time when they might. After calling several times and leaving messages, no one ever called back (It is impossible to actually get through to the service center). I did get a call 20 minutes before the tow truck arrived (I, of course had already canceled everything for the entire day since I had no clue when they might arrive). Five hours later, I was told that they could perform the upgrade Tuesday (today is Friday). Why in Gods name would they schedule the pick up today if they can’t do the service for four days ?
Having spent a decade writing software and flow charts for a customer service center, I know a little about expectations of service. All I can say about Lucid, is they clearly have little care about customer service. Most luxury brand companies bake in customer service in every process and set customer expectations very precisely. It’s clear to me that Lucid as a company has to make major changes in how they handle customers or they won’t survive.
I should have bought the Tesla.