Issues With New Car

[Nunya]

Also, as has been noted, the forum is not owned or managed by Lucid, but I appreciate having the opportunity to be a part of this community, learning where we can do better and helping whenever I can. Thank you for allowing me to be here.

TY for being here and listening. It means a lot just to know we've been heard. I appreciate you!

 

[hmp10]

Even more shocking are seeing repeated posts from individuals who seemingly aren’t taking advantage of that engagement. It makes no sense.

I, too, have never dealt with a car company whose senior personnel make themselves available for contact, and I remain impressed by it. And I have had uniformly good experiences with directly contacting @marqie and other Lucid executives about problems, so what I'm about to say is no slight against them.

On the other hand, I have had numerous conversations over the past four years with people you more routinely reach when contacting Customer Care or a Service Center in which they claim never to have heard of a problem I'm inquiring about or have no idea what can be done about it. However, I know from posts on this forum that these issues have sometimes already been reported by numerous other owners and that some fixes have already been found that a Service Center or a mobile tech can do. So one of the reasons I try to stay abreast of this forum and that I post my own experiences here is to be armed with as much information as possible before calling Customer Care or a Service Center.

However, I keep my reports (and gripes) about problems restricted on this forum either to threads specifically created for them or to threads that have gone in that direction. When I venture abroad with posts about Lucid, such as on YouTube, Reddit, etc., I keep my comments restricted only to the many positive aspects of owning Lucids -- things that, despite my recent Gravity woes, still outweigh the negative aspects by a very wide margin.

Personally, this forum would lose much of its utility to me if no one here reported any issue they have experienced until they have first taken it up with a senior contact at Lucid. For starters, those senior contacts would be absolutely deluged with appeals for help to the extent that they would probably have to change their contact information and duck back into the cave where most auto executives live.

I suspect it's much easier for the @marqie's of Lucid to get a the sense of what issues are being seen with what frequency from reading this forum than from getting a phone call or email from every single person who experiences them.

I view contacts with senior Lucid personnel as an avenue for a poster in extremis instead of for an owner experiencing an issue more generally.

 

[socktucker]

I view contacts with senior Lucid personnel as an avenue for a poster in extremis instead of for an owner experiencing an issue more generally.

yeah this. I tried normal avenues and got frustrated, but still don't feel like involving senior management until they involve themselves, just because I figured out their email. It just doesn't feel right to me idk.

 

[marqie]

On the other hand, I have had numerous conversations over the past four years with people you more routinely reach when contacting Customer Care or a Service Center in which they claim never to have heard of a problem I'm inquiring about or have no idea what can be done about it. However, I know from posts on this forum that these issues have sometimes already been reported by numerous other owners and that some fixes have already been found that a Service Center or a mobile tech can do. So one of the reasons I try to stay abreast of this forum and that I post my own experiences here is to be armed with as much information as possible before calling Customer Care or a Service Center.

Thank you, @hmp10. I think this is an area where we can do better. Your insights and feedback are always appreciated. Please keep sharing.

 

[borski]

I, too, have never dealt with a car company whose senior personnel make themselves available for contact, and I remain impressed by it. And I have had uniformly good experiences with directly contacting @marqie and other Lucid executives about problems, so what I'm about to say is no slight against them.

On the other hand, I have had numerous conversations over the past four years with people you more routinely reach when contacting Customer Care or a Service Center in which they claim never to have heard of a problem I'm inquiring about or have no idea what can be done about it. However, I know from posts on this forum that these issues have sometimes already been reported by numerous other owners and that some fixes have already been found that a Service Center or a mobile tech can do. So one of the reasons I try to stay abreast of this forum and that I post my own experiences here is to be armed with as much information as possible before calling Customer Care or a Service Center.

However, I keep my reports (and gripes) about problems restricted on this forum either to threads specifically created for them or to threads that have gone in that direction. When I venture abroad with posts about Lucid, such as on YouTube, Reddit, etc., I keep my comments restricted only to the many positive aspects of owning Lucids -- things that, despite my recent Gravity woes, still outweigh the negative aspects by a very wide margin.

Personally, this forum would lose much of its utility to me if no one here reported any issue they have experienced until they have first taken it up with a senior contact at Lucid. For starters, those senior contacts would be absolutely deluged with appeals for help to the extent that they would probably have to change their contact information and duck back into the cave where most auto executives live.

I suspect it's much easier for the @marqie's of Lucid to get a the sense of what issues are being seen with what frequency from reading this forum than from getting a phone call or email from every single person who experiences them.

I view contacts with senior Lucid personnel as an avenue for a poster in extremis instead of for an owner experiencing an issue more generally.

I agree with you.

And you know I have no issues with your posts, which are always well-reasoned, whether positive or negative. How you manage to stay so patient and kind sometimes is beyond me, and at least in that sense, you inspire me. Even when I think you’re “dumping” or jumping to conclusions (which is rare), you operate with the utmost humility, and that makes it really easy to have an earnest discussion. It really is inspiring. I know you’ve called me out before for various things too, and you know I appreciate that.

Sorry for the love letter, lol

 

[hmp10]

Even when I think you’re “dumping” or jumping to conclusions . . .

Well, I can be a bit of a hysteric when certain things go wrong. Mostly with cars, politics, and air conditioning.

 

[electric]

Well, I can be a bit of a hysteric when certain things go wrong. Mostly with cars, politics, and air conditioning.

@hmp10
I've read most of your posts and appreciate all your sharing, it helps me live with my Gravlins (Gravity gremlins, a new term I adopted), which are not nearly as nasty as yours.
However, I'd like to take an opportunity to offer a clear and obvious solution to your dual-Gravity household - get a 3rd Gravity.
I hear this works with kids, the more the merrier type of thing

 

[socktucker]

@hmp10
I've read most of your posts and appreciate all your sharing, it helps me live with my Gravlins (Gravity gremlins, a new term I adopted), which are not nearly as nasty as yours.
However, I'd like to take an opportunity to offer a clear and obvious solution to your dual-Gravity household - get a 3rd Gravity.
I hear this works with kids, the more the merrier type of thing

But is it "bad news always comes in threes" or "third times a charm?"

 

[borski]

But is it "bad news always comes in threes" or "third times a charm?"

Yes

 

[DOBrien]

I'm here to tell you... Lucid has NO such thing as "Customer Relations". I've had to spend several thousand $$ to fix problems. I get sympathetic and pretty genuine promises from the "Customer Service" reps, but ZERO from the promised escalation to management. I've had many conversations with them since July and documented the problems in writing and recorded on the phone. They promise, I get "crickets". I've owned Mercedes products for 45 years and NEVER been ignored like this. I was planning on being a two-Lucid home, but passed on a Gravity test drive. I'm not going through this again. My problems started at delivery with damaged paint. They repaired it, mostly, but gave up on getting it done right. I've replaced both front wheel-well covers ($750). I made the "mistake" of driving the car in light snow for about 80 miles (road was plowed). Ice built up in the wheel wells and filled the cavity between the tires and covers. When the suspension flexed it broke the covers apart and broke most of the attachment points. Of course, I had no idea this was going on. Warranty refused, no explanation, and NO contact from anyone at Lucid. The car was delivered with the wrong tire pressure programmed in the computer and door-well sticker specifying 42 lbs of pressure. So that's where I kept them. At 11,000 miles one tire failed and the other three were 1 /32nd away from being legal. I drive the car like an "old lady" since I'm an efficiency geek, but 11,000 miles ten pound under-inflated on a 5,200 lb car means they're going to fail, and they did. ($1,200 for new tires) What did Lucid do?, sent me a new tire pressure door sticker, and said they're "not responsible for tire wear", even though they delivered it programmed and badged with the wrong pressure. BTW, I'm 10,000 miles in to properly inflated tires, and have well over half of tread life left. I love the car, but the the company gets an "F" from me. The service team here is stellar, but they are powerless to override "managements" decision to not honor warranty. I won't go through them all here, but Socktucker's experience sounds very familiar. At least he got SOME response since they were trying to get a car sold, but they already had my money (all of it) so I'm far in their rear-view mirror. I've asked for contact information for anyone who can actually make a decision, they refuse. These are only a few of my issues, as I'm tired of reciting them. I've not asked for cash in any of these things, but SOME consideration, like a free hardware upgrade, or another year of charging... anything, but I get NOTHING.

 

[borski]

I'm here to tell you... Lucid has NO such thing as "Customer Relations". I've had to spend several thousand $$ to fix problems. I get sympathetic and pretty genuine promises from the "Customer Service" reps, but ZERO from the promised escalation to management. I've had many conversations with them since July and documented the problems in writing and recorded on the phone. They promise, I get "crickets". I've owned Mercedes products for 45 years and NEVER been ignored like this. I was planning on being a two-Lucid home, but passed on a Gravity test drive. I'm not going through this again. My problems started at delivery with damaged paint. They repaired it, mostly, but gave up on getting it done right. I've replaced both front wheel-well covers ($750). I made the "mistake" of driving the car in light snow for about 80 miles (road was plowed). Ice built up in the wheel wells and filled the cavity between the tires and covers. When the suspension flexed it broke the covers apart and broke most of the attachment points. Of course, I had no idea this was going on. Warranty refused, no explanation, and NO contact from anyone at Lucid. The car was delivered with the wrong tire pressure programmed in the computer and door-well sticker specifying 42 lbs of pressure. So that's where I kept them. At 11,000 miles one tire failed and the other three were 1 /32nd away from being legal. I drive the car like an "old lady" since I'm an efficiency geek, but 11,000 miles ten pound under-inflated on a 5,200 lb car means they're going to fail, and they did. ($1,200 for new tires) What did Lucid do?, sent me a new tire pressure door sticker, and said they're "not responsible for tire wear", even though they delivered it programmed and badged with the wrong pressure. BTW, I'm 10,000 miles in to properly inflated tires, and have well over half of tread life left. I love the car, but the the company gets an "F" from me. The service team here is stellar, but they are powerless to override "managements" decision to not honor warranty. I won't go through them all here, but Socktucker's experience sounds very familiar. At least he got SOME response since they were trying to get a car sold, but they already had my money (all of it) so I'm far in their rear-view mirror. I've asked for contact information for anyone who can actually make a decision, they refuse. These are only a few of my issues, as I'm tired of reciting them. I've not asked for cash in any of these things, but SOME consideration, like a free hardware upgrade, or another year of charging... anything, but I get NOTHING.

You have posted this at least twice before on other threads; posting the same thing on multiple threads that are unrelated is against the guidelines. If you'd like to make your own thread about this, please feel free, but do not post the same thing on multiple threads. It fragments the conversation and is something we strive to avoid.

As for your issues, I have asked before if you have a picture of the nameplate, etc., so that we could try to help, but have not received a response. That's fine, of course, I owe you nothing and vice-versa, but if you would like us to try and help in some way, please provide more info/data. If you just want commiseration, that's totally fine too, of course..

Thanks!

 

[gaskiller]

I'm here to tell you... Lucid has NO such thing as "Customer Relations". I've had to spend several thousand $$ to fix problems. I get sympathetic and pretty genuine promises from the "Customer Service" reps, but ZERO from the promised escalation to management. I've had many conversations with them since July and documented the problems in writing and recorded on the phone. They promise, I get "crickets". I've owned Mercedes products for 45 years and NEVER been ignored like this. I was planning on being a two-Lucid home, but passed on a Gravity test drive. I'm not going through this again. My problems started at delivery with damaged paint. They repaired it, mostly, but gave up on getting it done right. I've replaced both front wheel-well covers ($750). I made the "mistake" of driving the car in light snow for about 80 miles (road was plowed). Ice built up in the wheel wells and filled the cavity between the tires and covers. When the suspension flexed it broke the covers apart and broke most of the attachment points. Of course, I had no idea this was going on. Warranty refused, no explanation, and NO contact from anyone at Lucid. The car was delivered with the wrong tire pressure programmed in the computer and door-well sticker specifying 42 lbs of pressure. So that's where I kept them. At 11,000 miles one tire failed and the other three were 1 /32nd away from being legal. I drive the car like an "old lady" since I'm an efficiency geek, but 11,000 miles ten pound under-inflated on a 5,200 lb car means they're going to fail, and they did. ($1,200 for new tires) What did Lucid do?, sent me a new tire pressure door sticker, and said they're "not responsible for tire wear", even though they delivered it programmed and badged with the wrong pressure. BTW, I'm 10,000 miles in to properly inflated tires, and have well over half of tread life left. I love the car, but the the company gets an "F" from me. The service team here is stellar, but they are powerless to override "managements" decision to not honor warranty. I won't go through them all here, but Socktucker's experience sounds very familiar. At least he got SOME response since they were trying to get a car sold, but they already had my money (all of it) so I'm far in their rear-view mirror. I've asked for contact information for anyone who can actually make a decision, they refuse. These are only a few of my issues, as I'm tired of reciting them. I've not asked for cash in any of these things, but SOME consideration, like a free hardware upgrade, or another year of charging... anything, but I get NOTHING.

Wrong pressure? That’s it? Otherwise car is perfect?

 

[DOBrien]

You have posted this at least twice before on other threads; posting the same thing on multiple threads that are unrelated is against the guidelines. If you'd like to make your own thread about this, please feel free, but do not post the same thing on multiple threads. It fragments the conversation and is something we strive to avoid.

As for your issues, I have asked before if you have a picture of the nameplate, etc., so that we could try to help, but have not received a response. That's fine, of course, I owe you nothing and vice-versa, but if you would like us to try and help in some way, please provide more info/data. If you just want commiseration, that's totally fine too, of course..

Thanks!

Hello Borski, thanks for the response. Please understand that I only visit Ludid forums occasionally, and don't hang out or read many threads except for a few technical ones. When I read Socktucker's experience it kinda fired me up. Yesterday was the first time I went in to some of the issues with such detail, although still in limited form, there are a few others as well. I posted a similar one yesterday on a thread that seems to be only visited by myself and a few other people. I've been reluctant to "bad-mouth" such a wonderful car, and only sounded out in this Owners Forum. I say nothing on the Googles & You Tubes of the world.
As for your photo request, I'll have to dig through my email to find the wrong badge image. I did send it to a customer service rep, and they did provide a new badge. I still have the images of the wheel-well liners. PARDON MY IGNORANCE, but I don't know if this lucidowners.com is a company site or and independent one run by Lucid enthusiasts. Nor do I know if anyone here (including yourself) holds any sway with Lucid. If there is someone here with some "horsepower", I would really rather handle it by email and not fire up threads wasting other people's time. My Lucid showroom (great people) said everything has to go through the magical 888-995 number. My service techs (also great people) say the same thing, and I've read it several times on here. I've never heard of a "customer relations" department. I'm sure they have something like that, but all I have access to is the aforementioned phone number. I don't have the time to view & follow these thread every day. I wish I could, they are quite informative. BTW, of the few posts I've done, many have been complimentary, including some pretty awesome miles per KWH figures on past trips. Glitches in DD PRO have been resolved and current performance is stellar. Cheers..

 

[merveille07]

Hello Borski, thanks for the response. Please understand that I only visit Ludid forums occasionally, and don't hang out or read many threads except for a few technical ones. When I read Socktucker's experience it kinda fired me up. Yesterday was the first time I went in to some of the issues with such detail, although still in limited form, there are a few others as well. I posted a similar one yesterday on a thread that seems to be only visited by myself and a few other people. I've been reluctant to "bad-mouth" such a wonderful car, and only sounded out in this Owners Forum. I say nothing on the Googles & You Tubes of the world.
As for your photo request, I'll have to dig through my email to find the wrong badge image. I did send it to a customer service rep, and they did provide a new badge. I still have the images of the wheel-well liners. PARDON MY IGNORANCE, but I don't know if this lucidowners.com is a company site or and independent one run by Lucid enthusiasts. Nor do I know if anyone here (including yourself) holds any sway with Lucid. If there is someone here with some "horsepower", I would really rather handle it by email and not fire up threads wasting other people's time. My Lucid showroom (great people) said everything has to go through the magical 888-995 number. My service techs (also great people) say the same thing, and I've read it several times on here. I've never heard of a "customer relations" department. I'm sure they have something like that, but all I have access to is the aforementioned phone number. I don't have the time to view & follow these thread every day. I wish I could, they are quite informative. BTW, of the few posts I've done, many have been complimentary, including some pretty awesome miles per KWH figures on past trips. Glitches in DD PRO have been resolved and current performance is stellar. Cheers..

There's a message in this very thread from a lucid rep to DM them if you have an issue; so difficult to understand what you are trying to achieve.

 

[borski]

Hello Borski, thanks for the response. Please understand that I only visit Ludid forums occasionally, and don't hang out or read many threads except for a few technical ones. When I read Socktucker's experience it kinda fired me up.

Makes sense.

Yesterday was the first time I went in to some of the issues with such detail, although still in limited form, there are a few others as well. I posted a similar one yesterday on a thread that seems to be only visited by myself and a few other people. I've been reluctant to "bad-mouth" such a wonderful car, and only sounded out in this Owners Forum. I say nothing on the Googles & You Tubes of the world.

I’m not here to censor you; just to try to keep the forum organized and easy to parse. You can say anything you’d like; just follow the guidelines, please.

As for your photo request, I'll have to dig through my email to find the wrong badge image. I did send it to a customer service rep, and they did provide a new badge. I still have the images of the wheel-well liners.

No worries. I believe you. Sounds like that was all resolved, so no need to find the image.

PARDON MY IGNORANCE, but I don't know if this lucidowners.com is a company site or and independent one run by Lucid enthusiasts. Nor do I know if anyone here (including yourself) holds any sway with Lucid. If there is someone here with some "horsepower", I would really rather handle it by email and not fire up threads wasting other people's time.

This is not a Lucid-owned or Lucid-run forum. We are all volunteers doing it because we have no lives or hobbies (kidding, we’re all way too busy, but we seem to enjoy being here and talking/reading).

There are a few Lucid employees who frequent the forum (the most well known of whom is @marqie), but that is a side benefit and something Lucid does out of good will (and presumably because it helps them), but the forum is run and owned by volunteers. None of us have ever seen a dime from Lucid.

My Lucid showroom (great people) said everything has to go through the magical 888-995 number.

They’re wrong. Like any other company, there are other routes.

My service techs (also great people) say the same thing, and I've read it several times on here. I've never heard of a "customer relations" department.

That would be customer service; the number you mentioned. I rarely call them unless I have to; I almost always go directly to service (through either the app, or calling, or texting if you’ve gotten friendly).

Zak Edson is the VP of Owner Experience (at least on LinkedIn, and iirc). If there’s a matter that really isn’t being handled right, he’s always a good person to email. Lucid emails are [email protected]

@marqie is the “forum rep” (I think official title was or is “voice of the customer” or similar).

I'm sure they have something like that, but all I have access to is the aforementioned phone number. I don't have the time to view & follow these thread every day. I wish I could, they are quite informative. BTW, of the few posts I've done, many have been complimentary, including some pretty awesome miles per KWH figures on past trips. Glitches in DD PRO have been resolved and current performance is stellar. Cheers..

Cheers! The point isn’t to be exclusively positive, but just to take advantage of the various routes available to you to get help.

 

[socktucker]

I agree with Lucid on the fender liner resolution, and road debris/snow is an insurance claim not a warranty claim.

I agree they can be difficult to get ahold of, but they do mean well.

The tires confused me too, I think they usually replace the stickers if the car is ordered with a different set of wheels, but I have seen this issue with other OEMs too so I'm not gonna take too much against Lucid over that, but if it voided a tire warranty (did it?) I would be upset too

IDK about the badge but if it came with the wrong badge that's kinda funny

Honestly tho claiming you aren't asking for cash, but asking for the equivalent of thousands of dollars in cash, makes you sound entitled, sorry. I don't know any company that would do that. Best I ever got was....free all weather floor mats, a couple water bottles, and reimbursed for a discrepancy between quoted amount and actual amount as a one time concessions, which was actually incredibly generous of...Lucid! I've owned Mercedes, BMW, Lexus, Infiniti, Tesla and Maserati. Mercedes does have the best customer experience of them all for sure, Tesls has the easiest to deal with customer service, but man their cars are rough. I'd put Lucid still as "better than most".

@borski is not at all a company man, he's more like the bouncer around here, which is fine cuz my opinions of Lucid vary wildly from day to day

 

[DOBrien]

Makes sense.

I’m not here to censor you; just to try to keep the forum organized and easy to parse. You can say anything you’d like; just follow the guidelines, please.


No worries. I believe you. Sounds like that was all resolved, so no need to find the image.


This is not a Lucid-owned or Lucid-run forum. We are all volunteers doing it because we have no lives or hobbies (kidding, we’re all way too busy, but we seem to enjoy being here and talking/reading).

There are a few Lucid employees who frequent the forum (the most well known of whom is @marqie), but that is a side benefit and something Lucid does out of good will (and presumably because it helps them), but the forum is run and owned by volunteers. None of us have ever seen a dime from Lucid.


They’re wrong. Like any other company, there are other routes.


That would be customer service; the number you mentioned. I rarely call them unless I have to; I almost always go directly to service (through either the app, or calling, or texting if you’ve gotten friendly).

Zak Edson is the VP of Owner Experience (at least on LinkedIn, and iirc). If there’s a matter that really isn’t being handled right, he’s always a good person to email. Lucid emails are [email protected]

@marqie is the “forum rep” (I think official title was or is “voice of the customer” or similar).


Cheers! The point isn’t to be exclusively positive, but just to take advantage of the various routes available to you to get help.

Thanks for the information on my various points... helpful for sure. BTW, another point I'd like to make is Lucid's performance on parts availability. They are excellent in that department especially compared to Tesla. I've known people waiting for months(!) on Tesla parts. Have a great weekend.

 

[socktucker]

Update: they scheduled an appointment but now it’s cancelled because they didn’t get the repair part to the tech in time.

ETA? Nobody knows.

Lucid has yet again failed to do what they say.

 

[socktucker]

UPDATE 2: Wow!

Okay, so, in the 5 days since this last thread update Lucid has:

1. fired 3 c level employees responsible for quality and engineering
2. promoted employees to lead more effectively
3. sent two techs directly to my house and fixed every little I asked them to, including something that arguable wasn't that broken
4. refused to let me pay for the accessory I ordered and just gave it to me

I don't "take back" everything I said about Lucid at the time this all went down, but I will absolutely say I have NEVER seen another company take rapid, serious responsibility for their shortcomings like Lucid has. I have owned Mercedes, Lexus, BMW, Infiniti (ugh), Maserati, and Lucid has outclassed them all in their resolution. I will also say their build quality and interior is world class.

This is an amazing turn around for this company and this situation, I hope they keep doping well because now I just want another Lucid.

@borski is there a way to pin this resolution to the first post so people see it?
@marqie you guys are awesome.

 

[nashvillelucid]

Dude that’s awesome. And you are a class act for following up like this