Is anybody successful in reaching Lucid for Annual Service

[DeaneG]

Our Volvo EV requires maintenance every two years, which seems reasonable for an EV.
I was a little surprised at Lucid's annual schedule. Maybe it's out of caution for a new car company and new car design.

 

[dbsb3233]

Extended brake fluid change out intervals on EVs has little to do with one pedal driving. It has more to do with not mounting the master cylinder in a moist engine compartment. On an ICE the MC is much more subject to moisture, mainly from rain getting under the hood. The rain (as water or vapor released when it goes through the radiator) slowly makes its way through the vented reservoir cap degrading the fluid.

Never thought of that. Makes sense.

The other difference with EVs is that friction brakes are *usually* just used for the last few MPH. That doesn't mean they don't still need to work well, of course, but if they do get weak, the risk is much lower than it is with an ICE.

 

[nothingemotional]

24 Pure. Scheduled my 2 year service due in July, with my local center in May. I anticipated a 2 month wait and just as I expected, was given a late July appointment. When I showed up, I was told there will be a 2 week turnaround at the earliest and was recommended mobile service. I wanted my car to be inspected for some other related issues and advisor told me all can be taken care of by mobile service. What's the point of making an appointment only to be told to wait longer? Much to my chagrin, I agreed to the mobile service. Mobile service was completed 3 weeks after, and everything went well. 2 more weeks go by and I'm experiencing yellow drive system fault every time car is put into drive and goes away. It's been over a week since notified lucid and yet to hear from the service. Anyone have issues with this warning? Thanks

 

[Golfhack]

I'm very sorry to say that service at Tyson's is in desperate shape.

I called Tyson's to schedule the 60,000 mile maintenance on my 2023 Touring last Monday. After multiple rings, I got a message saying if I'd like a call back instead of waiting just press "1", which I did. No call back. Called again Tuesday - no call back. Called again Wednesday, waited longer on the phone until I got to voicemail and left a message. Finally got a call back and was told they are very backed up and the earliest appointment would be after Thanksgiving. OK fine. Can I get mobile service to perform this? No, because you need a brake flush. OK fine. Can I wait while the car is serviced (since I'll be driving from Baltimore)? No, we'll need the car for a week. OK, will you give me a rental? No, can't guarantee you a rental.

11 weeks for the first available appointment. They need to keep the car for 1 week and they can't offer a rental. I'm sorry, that's not acceptable. I love my car and I have always recommended it highly, but if it can't be serviced what good is it?

Can anyone help? Paging @marqie

 

[Golfhack]

Brief update. Tyson's also told me that they don't perform routine maintenance on Fridays (the one weekday I'm off). I called King of Prussia. They scheduled me for same day service on Nov 6 and offered a loaner to drive around locally while I wait. It's two hours away but I'll take it. Way to go King of Prussia! Please raise your game Tyson's.

 

[dbsb3233]

I'm very sorry to say that service at Tyson's is in desperate shape.

I called Tyson's to schedule the 60,000 mile maintenance on my 2023 Touring last Monday. After multiple rings, I got a message saying if I'd like a call back instead of waiting just press "1", which I did. No call back. Called again Tuesday - no call back. Called again Wednesday, waited longer on the phone until I got to voicemail and left a message. Finally got a call back and was told they are very backed up and the earliest appointment would be after Thanksgiving. OK fine. Can I get mobile service to perform this? No, because you need a brake flush. OK fine. Can I wait while the car is serviced (since I'll be driving from Baltimore)? No, we'll need the car for a week. OK, will you give me a rental? No, can't guarantee you a rental.

11 weeks for the first available appointment. They need to keep the car for 1 week and they can't offer a rental. I'm sorry, that's not acceptable. I love my car and I have always recommended it highly, but if it can't be serviced what good is it?

Can anyone help? Paging @marqie

Yes, service is swamped and it's very hard to get through to them. Especially trying to go through Customer Care.
No, I doubt anyone can help get around that because that's just the way it is for everybody right now (except maybe at a few service centers that aren't quite as swamped).

Service is a sad state of affairs right now, and something they better get fixed soon. We're all hoping the new leadership team is working on a plan to do that, but so far any evidence of that is scant. As is any sort of timetable for it.

 

[Cheezynachos]

24 Pure. Scheduled my 2 year service due in July, with my local center in May. I anticipated a 2 month wait and just as I expected, was given a late July appointment. When I showed up, I was told there will be a 2 week turnaround at the earliest and was recommended mobile service. I wanted my car to be inspected for some other related issues and advisor told me all can be taken care of by mobile service. What's the point of making an appointment only to be told to wait longer? Much to my chagrin, I agreed to the mobile service. Mobile service was completed 3 weeks after, and everything went well.

Mobile service did the brake fluid change?

That's a first to me.

 

[Nunya]

OK, will you give me a rental? No, can't guarantee you a rental.

This is for work outside warranty? If so, maybe they get a pass on the rental. But still, I expect more from a quality brand. My 9 year old Tesla to date has always had a free loaner available for overnight service, well outside warranty.

Service is a sad state of affairs right now, and something they better get fixed soon. We're all hoping the new leadership team is working on a plan to do that, but so far any evidence of that is scant. As is any sort of timetable for it.

From the outside looking in, we've been discussing the sad state of Lucid service for over a year now. New leadership for 6 months now? I'm 300 miles from a service center and it stll, 18 months after joining this forum looking for a good EV, is more risk than I'm willing to accept. Even if its just 10% of new vehicles need minor service immediately. I'm not seeing *any* progress in the service area. In fact, it appears to be getting worse. When should we expect to see tangible and repeatable improvements? How long would one expect this process to take above and beyond the last 6 months?

Why doesn't Lucid leadership talk to customers in forums like AMA? I've never understood the corporate-think that ignores such frequent and troubling anecdotal reports on social media. It's great that @marqie is here and occasionally participates but she needs to get upper management's ear. They need to communicate their plans to the public at a 50k level. They need to point out tangible progress toeards those goals. Heck, I've even EMAIL'd a couple of Lucid execs nicely and professionally - radio silence for both. How hard would a "thank you for writing" take even if you trash my email without action?

If Cosmo is error-free which it won't be for a 1st year model, I'm having trouble why anyone would consider one with the status quo. It looks like a train coming down the tracks in a tunnel.

This and the weak ADAS (or future of an e2e utilizing city streets with Lucid) keep me looking at alternatives - objects in mirror may be closer than they appear. The management just does not appear particularly motivated to sell cars, IMHO. Or simply keep customers informed on such an important issues. If nothing else, provide a press release with tactical plans to improve service perceptions. Why not hire a local mobile tech for any city with 1m or more people? They stopped the regional car tours a year ago -- give rhe mobile tech an Air/Gravity as a company car and let non-customers use it for scheduled test drives. Win/win.

I get it - resources are limited. But they are not very creative at alternative approaches either They just don't seem to try very hard at selling cars.

Again, I'm a non-owner but read this forum regularly. So no first hand experience with Lucid service, just the abysmal sales process so far.

From where I sit, maybe the GLC or IX5 is less of an EV, perhaps with similar 1st year bugs. But I'm pretty sure it would not sit on a lot 2 weeks before being looked at for service nor be left without a loaner. Likely they both have a better ADAS. Maybe I'm wrong but the *multiple local* dealerships today do not have such a reputation.

Am I being short-sighted? I admit that's possible. It just seems they could do so much better with minimal expense.

 

[scal_air]

Mobile service did the brake fluid change?

That's a first to me.

Why? Is brake fluid change more difficult in the Air than an ICE car?

 

[ke2]

Why? Is brake fluid change more difficult in the Air than an ICE car?

Things like brake fluid changes should be able to be done by a qualified mechanic and not have to go to a Lucid service center. Same with changing any filters (which I assume is fairly simple I would hope). This would free up the small Lucid service network to work on problems with cars which require Lucid specific expertise.

 

[Cheezynachos]

Why? Is brake fluid change more difficult in the Air than an ICE car?

Because the takeaway from Lucid (including when I tried to schedule my 2 year service) was that this could not/would not be performed by a mobile tech.

Similar observations have been made in reading this forum and Reddit. In the situations where the mobile service was scheduled, it seems as though this specific portion of the service was skipped.

Things like brake fluid changes should be able to be done by a qualified mechanic and not have to go to a Lucid service center. Same with changing any filters (which I assume is fairly simple I would hope). This would free up the small Lucid service network to work on problems with cars which require Lucid specific expertise.

Alternatively they could build their service footprint to accommodate the volume of cars they sell and need to service (which will only increase over time, considering their plans for Cosmos). Especially if they want to poopoo the franchise/dealership model.

To think that taking your car somewhere else because Lucid can't be bothered is a positive seems off to me. Could you imagine if legacy auto manufacturers and their franchise dealerships/service centers were like "Eh, we don't have time for that. Just take it to Walmart or Jiffy Lube."?

They are supposed to be a LUXURY manufacturer. There is a certain experience that goes along with that.

I feel like there are too many apologists for this company.

 

[ke2]

Because the takeaway from Lucid (including when I tried to schedule my 2 year service) was that this could not/would not be performed by a mobile tech.

Similar observations have been made in reading this forum and Reddit. In the situations where the mobile service was scheduled, it seems as though this specific portion of the service was skipped.



Alternatively they could build their service footprint to accommodate the volume of cars they sell and need to service (which will only increase over time, considering their plans for Cosmos). Especially if they want to poopoo the franchise/dealership model.

To think that taking your car somewhere else because Lucid can't be bothered is a positive seems off to me. Could you imagine if legacy auto manufacturers and their franchise dealerships/service centers were like "Eh, we don't have time for that. Just take it to Walmart or Jiffy Lube."?

They are supposed to be a LUXURY manufacturer. There is a certain experience that goes along with that.

I feel like there are too many apologists for this company.

The main difference here is the Legacy car manufacturer's have had decades to build out their franchise models with the service network and there are still independent service centers which are qualified to work on GM/Fiat/Dodge/... Lucid needs to figure out how to get the independents to be able to service at least parts of the Lucid cars

 

[dbsb3233]

From the outside looking in, we've been discussing the sad state of Lucid service for over a year now. New leadership for 6 months now? I'm 300 miles from a service center and it stll, 18 months after joining this forum looking for a good EV, is more risk than I'm willing to accept. Even if its just 10% of new vehicles need minor service immediately. I'm not seeing *any* progress in the service area. In fact, it appears to be getting worse. When should we expect to see tangible and repeatable improvements? How long would one expect this process to take above and beyond the last 6 months?

Why doesn't Lucid leadership talk to customers in forums like AMA? I've never understood the corporate-think that ignores such frequent and troubling anecdotal reports on social media. It's great that @marqie is here and occasionally participates but she needs to get upper management's ear. They need to communicate their plans to the public at a 50k level. They need to point out tangible progress toeards those goals. Heck, I've even EMAIL'd a couple of Lucid execs nicely and professionally - radio silence for both. How hard would a "thank you for writing" take even if you trash my email without action?

If Cosmo is error-free which it won't be for a 1st year model, I'm having trouble why anyone would consider one with the status quo. It looks like a train coming down the tracks in a tunnel.

This and the weak ADAS (or future of an e2e utilizing city streets with Lucid) keep me looking at alternatives - objects in mirror may be closer than they appear. The management just does not appear particularly motivated to sell cars, IMHO. Or simply keep customers informed on such an important issues. If nothing else, provide a press release with tactical plans to improve service perceptions. Why not hire a local mobile tech for any city with 1m or more people? They stopped the regional car tours a year ago -- give rhe mobile tech an Air/Gravity as a company car and let non-customers use it for scheduled test drives. Win/win.

I get it - resources are limited. But they are not very creative at alternative approaches either They just don't seem to try very hard at selling cars.

Again, I'm a non-owner but read this forum regularly. So no first hand experience with Lucid service, just the abysmal sales process so far.

From where I sit, maybe the GLC or IX5 is less of an EV, perhaps with similar 1st year bugs. But I'm pretty sure it would not sit on a lot 2 weeks before being looked at for service nor be left without a loaner. Likely they both have a better ADAS. Maybe I'm wrong but the *multiple local* dealerships today do not have such a reputation.

Am I being short-sighted? I admit that's possible. It just seems they could do so much better with minimal expense.

Agreed.

I suspect the reason that we don't get such an announcement from Lucid is that it would be admitting the problem publicly, which would hurt near-term sales even more. As soon as something comes out on company letterhead, it's official, and the news media picks it up. Lucid admitting "We know our service experience is bad right now and we apologize for any inconvenience" becomes the headline and it's gonna scare buyers away.

Probably better for (near-term) sales that it stays limited to forums like this + word of mouth, which most potential buyers don't see.

 

[socktucker]

Things like brake fluid changes should be able to be done by a qualified mechanic and not have to go to a Lucid service center. Same with changing any filters (which I assume is fairly simple I would hope). This would free up the small Lucid service network to work on problems with cars which require Lucid specific expertise.

Not necessarily, lots of modern cars have some sort of brake service mode they need put in to

 

[prgarg]

Agreed.

I suspect the reason that we don't get such an announcement from Lucid is that it would be admitting the problem publicly, which would hurt near-term sales even more. As soon as something comes out on company letterhead, it's official, and the news media picks it up. Lucid admitting "We know our service experience is bad right now and we apologize for any inconvenience" becomes the headline and it's gonna scare buyers away.

Probably better for (near-term) sales that it stays limited to forums like this + word of mouth, which most potential buyers don't see.

They did an official mea culpa about a year ago with the software issues and it was mostly well received. But maybe this new C-Suite has a different way of approaching and handling things.

 

[LRSIII]

Things like brake fluid changes should be able to be done by a qualified mechanic and not have to go to a Lucid service center. Same with changing any filters (which I assume is fairly simple I would hope). This would free up the small Lucid service network to work on problems with cars which require Lucid specific expertise.

I just had the 4-year service on my Air done by Lucid mobile service. Changed the brake fluid in my garage.

 

[dbsb3233]

They did an official mea culpa about a year ago with the software issues and it was mostly well received. But maybe this new C-Suite has a different way of approaching and handling things.

They had to on that one though, because they put a hold on Gravity sales. The cat was already out of the bag for Gravity buyers waiting to take delivery, and they were probably getting cancellations right and left as a result. They had to do something to keep from losing all those buyers and try to get them to hang on.

Service is after the sale, so they can get away with trying to keep that hidden.

 

[borski]

From the outside looking in, we've been discussing the sad state of Lucid service for over a year now. New leadership for 6 months now? I'm 300 miles from a service center and it stll, 18 months after joining this forum looking for a good EV, is more risk than I'm willing to accept. Even if its just 10% of new vehicles need minor service immediately. I'm not seeing *any* progress in the service area. In fact, it appears to be getting worse. When should we expect to see tangible and repeatable improvements? How long would one expect this process to take above and beyond the last 6 months?

We have seen some improvements. Just not everywhere yet.

Why doesn't Lucid leadership talk to customers in forums like AMA?

They have in the past. And @marqie exists here as a rep.

I've never understood the corporate-think that ignores such frequent and troubling anecdotal reports on social media. It's great that @marqie is here and occasionally participates but she needs to get upper management's ear. They need to communicate their plans to the public at a 50k level. They need to point out tangible progress toeards those goals.

They’re a public company. As such, they’re somewhat limited in what they can announce and when.

Heck, I've even EMAIL'd a couple of Lucid execs nicely and professionally - radio silence for both. How hard would a "thank you for writing" take even if you trash my email without action?

This I agree with you on.

If Cosmo is error-free which it won't be for a 1st year model, I'm having trouble why anyone would consider one with the status quo. It looks like a train coming down the tracks in a tunnel.

I mean this kindly: perhaps part of that is because you don’t own the car.

These vehicles really are spectacular. I know not everyone has that experience, but if you don’t ever get to experience the spectacular, you’d only ever read about the negatives.

This and the weak ADAS (or future of an e2e utilizing city streets with Lucid) keep me looking at alternatives - objects in mirror may be closer than they appear.

The ADAS is not weak at all. It’s not FSD, but it was never supposed to be. I use the ADAS almost daily now, in both vehicles.

Again, I'm a non-owner but read this forum regularly. So no first hand experience with Lucid service, just the abysmal sales process so far.

This forum is not a fair representative sample of owner experiences, as it skews more negative than the average experience.

From where I sit, maybe the GLC or IX5 is less of an EV, perhaps with similar 1st year bugs. But I'm pretty sure it would not sit on a lot 2 weeks before being looked at for service nor be left without a loaner. Likely they both have a better ADAS. Maybe I'm wrong but the *multiple local* dealerships today do not have such a reputation.

If you prefer those vehicles, I hope you enjoy them in good health.

Am I being short-sighted? I admit that's possible. It just seems they could do so much better with minimal expense.

You are reading tea leaves without drinking the tea. That’s fine, but it’s not the same experience as enjoying the delicious tea.

 

[socktucker]

They did an official mea culpa about a year ago with the software issues and it was mostly well received. But maybe this new C-Suite has a different way of approaching and handling things.

Thought that was on the Air?

 

[prgarg]

Thought that was on the Air?

It was for the Gravity, mostly trying to calm down people with open orders so they wouldn't cancel