Lucid Air Shown as STOLEN - Location Failure & Customer Care's Embarrassing Response

[mike1121]

Sorry to hear about that - customer care being useless is one thing (disappointing in my opinion), but their attitude, arrogance and condescending tone is completely unprofessional and unacceptable. The team lead promised to review the recording of our conversation, but I'm not holding my breath that they will actually get back to me to discuss the interaction today.

I never heard back from Customer Care via a phone call or a text after my initial interaction with them.

 

[Aka-none]

Let me get this straight
You called and they answered and while on the phone the guy opened his pc and looked at where the car thought it was. Perchance did you ask them to actually look since you were showing elsewhere?

If it were stolen it would be on them. Not to be snippy but there are more available for replacement. It’s not like they lost a 1936 Bugatti, irreplaceable.

I might ask why the car is showing elsewhere but it’s on them to not lose your car.

 

[Stephan94920]

I’m sorry you’ve had such a rough experience. I don’t think it is “exceedingly clear they do not care about their customers,” but I can certainly understand how you could feel that way given your experience.

I do wonder if the outages were related, but it is likely we won’t get to find out.

I will say: crazier things have happened. It’s been pretty quiet on the sun the last few days, but solar flares release intense X-rays and extreme ultraviolet radiation that ionize the lower layers of Earth's ionosphere (the D-layer). This absorbs or degrades high-frequency (HF) radio signals and disrupts GPS/GNSS navigation accuracy.

I don’t think that’s what happened here, and Occam’s razor says Lucid’s software just screwed up.

But I do wonder.

I really appreciate all your help over the years on this forum. I've said this before, but it's worth mentioning again - you in particular, have been more helpful than any Lucid customer service rep in resolving issues. I am grateful for your help. However, I shouldn't have to post on a Lucid forum to get appropriate customer service. It seems like many on this forum have had a positive experience with Lucid; however, if you have had a Lucid that encountered the issues I have, the level of support from customer care is pathetic (for lack of a better word). I can only comment on my experience, but it has been terrible. Timelines are not communicated properly, the Lucid Air is dangerous (due to recalls) and during times of stress (e.g. a car appearing to be stolen, a drive system fault, a recall, etc.) Lucid's customer care team has dropped the ball every single time. The cherry on top is a customer care team that exists to support customers, but defaults to condescending comments to their customers.

 

[Stephan94920]

I never heard back from Customer Care via a phone call or a text after my initial interaction with them.

Par for the course. Similar to my experience. I fear for the next generation of Lucid car owners - it's only going to get worse.

 

[doubletwist]

the Lucid Air is dangerous (due to recalls)

None of the recalls for the Air are particularly dangerous. Most of them only required an OTA update to remedy

Certainly nothing more dangerous than recalls of any other manufacturers.

 

[tmichael]

I have a similar automation and it too is flaky if I use the Gravity’s location as reported by the (unofficial) Lucid API. This is not a knock on the unofficial status - it’s just dutifully reporting the information it sees, which can get stuck or delayed in my experience. Anecdotally I have had a more reliable GPS position overall if I turn the car’s WiFi off, even though I have an AP in the garage.

@tmichael you may want to try this to avoid false openings. since I always have my iPhone with me that has the HA app installed and connects to wireless CarPlay, I have an “And if” condition on the garage opening automation: SSID of my iPhone is LUCID_AP_xxxx

Thanks!

 

[doubletwist]

Par for the course. Similar to my experience. I fear for the next generation of Lucid car owners - it's only going to get worse.

That's a wildly baseless statement.

 

[merveille07]

That's a wildly baseless statement.

I sympathize with the OP ; but you can definitely tell that his mindset about Lucid play a part in the perceived care he claimed to have received. Mindset is something hard to change and you can't blame those. Lucid have got to do better especially in Customer service and software where the reputation isn't great; but it will take time for those who have been *burned to see Lucid objectively.

 

[Stephan94920]

None of the recalls for the Air are particularly dangerous. Most of them only required an OTA update to remedy

Certainly nothing more dangerous than recalls of any other manufacturers.

Lucid had to take the car in for service for one recall. Then two other recalls followed. If it was minor recalls, that would be one thing, but my Lucid Air has had two drive system faults that took Lucid a month to fix the first one and probably the same amount of time for the second; however, @borski came to the rescue and was able to expedite my place in the line. This is not a data point with Lucid, this is a trend. And a troubling trend at that.

 

[Stephan94920]

That's a wildly baseless statement.

This may seem baseless without context, so I will provide context. I have owned a 2024 Lucid Air for 2.5 years. During that time I have experienced the follwoing:

-Drive System Fault ~500 miles into ownership. It took Lucid over a month to fix. More concerning, they didn't even know how to get the car to "wake up" for 2 weeks. During this time, Customer Care was incredibly dismissive and blamed a lack of service technicians. Perhaps it would have been in Lucid's best interest to invest in their existing customers rather than dumping cash into new car production.
-Less than a year later, another drive system fault. @borski helped expedite the process.
-Since that time, three recalls.
-Now, this week, a GPS failure that led me to believe my car was stolen and the GPS location was confirmed by the service department.

In my opinion, I would not call this baseless. I would say this is a statement driven by the facts of ownership that I have experienced. I would caution anyone from buying this car due to the clear mechanical / software failures. In addition, a disrespectful and unhelpful customer care department makes the entire situation worse.

 

[Stephan94920]

I sympathize with the OP ; but you can definitely tell that his mindset about Lucid play a part in the perceived care he claimed to have received. Mindset is something hard to change and you can't blame those. Lucid have got to do better especially in Customer service and software where the reputation isn't great; but it will take time for those who have been *burned to see Lucid objectively.

Thank you for the response. The definition of "objectively" is as follows: To see something objectively means to observe and evaluate it based purely on verifiable facts, evidence, and reality, without letting personal feelings, biases, or opinions cloud your judgment. My objective facts are as follows:

-Drive System Fault ~500 miles into ownership. It took Lucid over a month to fix. More concerning, they didn't even know how to get the car to "wake up" for 2 weeks. During this time, Customer Care was incredibly dismissive and blamed a lack of service technicians. Perhaps it would have been in Lucid's best interest to invest in their existing customers rather than dumping cash into new car production.
-Less than a year later, another drive system fault. @borski helped expedite the process.
-Since that time, three recalls.
-Now, this week, a GPS failure that led me to believe my car was stolen and the GPS location was confirmed by the service department.

In addition to the clear and factual service issues, receiving dismissive and condescending messages from Customer Care is unacceptable.

 

[borski]

I really appreciate all your help over the years on this forum. I've said this before, but it's worth mentioning again - you in particular, have been more helpful than any Lucid customer service rep in resolving issues. I am grateful for your help.

<3

However, I shouldn't have to post on a Lucid forum to get appropriate customer service.

Won’t find me disagreeing there.

It seems like many on this forum have had a positive experience with Lucid; however, if you have had a Lucid that encountered the issues I have, the level of support from customer care is pathetic (for lack of a better word). I can only comment on my experience, but it has been terrible. Timelines are not communicated properly, the Lucid Air is dangerous (due to recalls) and during times of stress (e.g. a car appearing to be stolen, a drive system fault, a recall, etc.) Lucid's customer care team has dropped the ball every single time. The cherry on top is a customer care team that exists to support customers, but defaults to condescending comments to their customers.

I understand and respect that you’ve had a bad experience. My only issue is in generalizing that to the general experience.

There’s no question that your individual experience has been unpleasant at best.

That just doesn’t also mean it is pathetic or that everyone has this experience; it simply means you’ve had a bad experience and the company did not treat you well.

That’s all I’m getting at.

 

[borski]

That's a wildly baseless statement.

Yeah, this is my point. It’s the generalizing and “future predicting” I’m against, not individual anecdotes.

 

[Stephan94920]

<3


Won’t find me disagreeing there.


I understand and respect that you’ve had a bad experience. My only issue is in generalizing that to the general experience.

There’s no question that your individual experience has been unpleasant at best.

That just doesn’t also mean it is pathetic or that everyone has this experience; it simply means you’ve had a bad experience and the company did not treat you well.

That’s all I’m getting at.

Understood and fair feedback. You are awesome and have been a great resource to me. I have reached my breaking point with this company and think it's fair to share my experience so the general public understands. Others can share their experience; however, I can only speak on mine, and it's been terrible.

 

[doubletwist]

This may seem baseless without context, so I will provide context. I have owned a 2024 Lucid Air for 2.5 years. During that time I have experienced the follwoing:

-Drive System Fault ~500 miles into ownership. It took Lucid over a month to fix. More concerning, they didn't even know how to get the car to "wake up" for 2 weeks. During this time, Customer Care was incredibly dismissive and blamed a lack of service technicians. Perhaps it would have been in Lucid's best interest to invest in their existing customers rather than dumping cash into new car production.
-Less than a year later, another drive system fault. @borski helped expedite the process.
-Since that time, three recalls.
-Now, this week, a GPS failure that led me to believe my car was stolen and the GPS location was confirmed by the service department.

In my opinion, I would not call this baseless. I would say this is a statement driven by the facts of ownership that I have experienced. I would caution anyone from buying this car due to the clear mechanical / software failures. In addition, a disrespectful and unhelpful customer care department makes the entire situation worse.

I'm not saying you didn't have issues.

Whati am calling 'baseless' is your claim that "it's only going to get worse".

You have no basis for that claim, and there's already evidence of improvement from the new leadership, and signs it will likely continue to improve based on significant hiring and new service centers opening.

 

[Celeras]

I'm not saying you didn't have issues.

Whati am calling 'baseless' is your claim that "it's only going to get worse".

You have no basis for that claim, and there's already evidence of improvement from the new leadership, and signs it will likely continue to improve based on significant hiring and new service centers opening.

I'd say there's plenty of basis for that claim. Why was there new leadership turnover, again, by the way? Oh... that's right.

There has never been a level of customer service at Lucid that has passed even the most basic bars for me. Ghosted by sales reps that don't work on commission and DGAF. Customer Care telling me before I even bought the car that next year's (2025) Air model will feature NACS. Service centers trying to charge to remediate safety recalls until I pull their own documentation and show them how clueless they are.

There's zero evidence of improvement. There's the hopeful speculation of investors and nothing else.

 

[TahoeMichael]

When Iran was shooting missiles to UAE, local Teslas all showing its located in Hermaz strait and Arabian Gulf.

As the GPS system was developed as a tool for the US military, it includes the capability to distort the location signaling to everyone who doesn't have a military grade GPS receiver, and I assume that's been put to use in the area of the gulf.

 

[Ktw13]

As the GPS system was developed as a tool for the US military, it includes the capability to distort the location signaling to everyone who doesn't have a military grade GPS receiver, and I assume that's been put to use in the area of the gulf.

Yes, as airline captain, we face spoofing all the time and knows where to turn GPS off. Many large cities have spoofing too to protect important facility.

OP might have other issue wanting to vent, but I don't see how Lucid customer service can override spoofing or such and determine the correct location of the vehicle other than using GPS.

 

[TahoeMichael]

...
-Since that time, three recalls.
...

By themselves, recalls don't bother me. If anything, I view them in a slightly positive light. Few other products have a system where manufacturers proactively reach out and correct discovered problems across their customer base, entirely at the manufacturers expense. How the recall is actually handled makes a huge difference however, and I can certainly understand why you'd be disgruntled to have a service center attempt to charge you for a recall fix.