Lucid delivered my car damaged

[translux]

Sorry to hear about your experience. Empty promises and 8 days with no path to a resolution for an issue of this magnitude on a new luxury car would definitely have me contacting my lawyer. Today the sad truth is the squeaky wheel gets the grease while the patient & understanding gets screwed.

 

[joec]

Sorry to hear about your experience. Empty promises and 8 days with no path to a resolution for an issue of this magnitude on a new luxury car would definitely have me contacting my lawyer. Today the sad truth is the squeaky wheel gets the grease while the patient & understanding gets screwed.

Yeah, except once your lawyer gets involved, their lawyers have to get involved, and everything gets drawn out, and most of the remedies available to a customer service liaison are largely off the table. You end up in mounds of paperwork and at the end of the day lose a lot of your leverage.

It makes you feel like you're being aggressive and proactive at first. But all it does is muck up the experience further and lead to two groups of lawyers splitting the money / satisfaction that should have gone to you.

Lawyers are a last resort. Not a first-strike weapon.

 

[SaaSManKS]

Yeah, except once your lawyer gets involved, their lawyers have to get involved, and everything gets drawn out, and most of the remedies available to a customer service liaison are largely off the table. You end up in mounds of paperwork and at the end of the day lose a lot of your leverage.

It makes you feel like you're being aggressive and proactive at first. But all it does is muck up the experience further and lead to two groups of lawyers splitting the money / satisfaction that should have gone to you.

Lawyers are a last resort. Not a first-strike weapon.

Correct once this happens it triggers them to shut down and defer to legal because anything from there is liable and they are not allowed to speak legally on the companies behalf

 

[Leftlane]

lol at people saying to be patient - I wonder, how long did it take Lucid to get payment from you when you bought it? I bet they were right on top of that - Lucid should have been slobbering all over themselves to make this right. It is not the customer’s problem that maybe the blame is some transport company, with whom Lucid contracted. It’s sh**** service to not acknowledge, respond, and fix immediately. These damages are pretty minor and could have been repaired by Lucid within 3 hours and they would have a happy new customer, instead of yet another forum thread bashing their responsiveness and service levels. Lucid has been selling cars for several years now - don’t you think it’s time they stop getting a pass for basic things like this?

 

[marsarbu]

lol at people saying to be patient - I wonder, how long did it take Lucid to get payment from you when you bought it? I bet they were right on top of that - Lucid should have been slobbering all over themselves to make this right. It is not the customer’s problem that maybe the blame is some transport company, with whom Lucid contracted. It’s sh**** service to not acknowledge, respond, and fix immediately. These damages are pretty minor and could have been repaired by Lucid within 3 hours and they would have a happy new customer, instead of yet another forum thread bashing their responsiveness and service levels. Lucid has been selling cars for several years now - don’t you think it’s time they stop getting a pass for basic things like this?

What happens if Lucid doesn't deliver on their contractual promises? Nothing. What happens if the owner doesn't deliver? A lot.

 

[SaaSManKS]

lol at people saying to be patient - I wonder, how long did it take Lucid to get payment from you when you bought it? I bet they were right on top of that - Lucid should have been slobbering all over themselves to make this right. It is not the customer’s problem that maybe the blame is some transport company, with whom Lucid contracted. It’s sh**** service to not acknowledge, respond, and fix immediately. These damages are pretty minor and could have been repaired by Lucid within 3 hours and they would have a happy new customer, instead of yet another forum thread bashing their responsiveness and service levels. Lucid has been selling cars for several years now - don’t you think it’s time they stop getting a pass for basic things like this?

While I agree with most of your premise here, I do think that is a bit aggressive. They are ramping, and cashflow is obviously tight, so they can't be running around fixing everything for free; and even when it's questionable who is at fault like the transport company, I'm sure they will use this and other points like it for leverage at the renewal of the contract. I was kinds pissed when they stopped transporting the cars in a closed carrier, then I got some pretty good chips in my windshield when it came home...But I didn't b*tch at Lucid, I just told the carrier I wasn't accepting delivery until we knew what we were going to do about it. Then THEY called Lucid, and started asking them what to do. I got a call from a VP and we worked it out.

That being said, a lack of response? Unacceptable

There are plenty of things wrong with them, but IMO you're barking at the wrong one

Like why is no one talking about how they partnered with Nuro for "FSD"? What does that mean for their ADAS? Is it done with? was it too far behind? It obviously wasn't close or why would they pay a 3rd party for it.

 

[HC_79]

Like why is no one talking about how they partnered with Nuro for "FSD"? What does that mean for their ADAS? Is it done with? was it too far behind? It obviously wasn't close or why would they pay a 3rd party for it.

Off topic but the Nuro deal is completely separate from ADAS. One is commercial driven and the other is consumer driven so Lucid is not giving up on its ADAS, far from it.

 

[SaaSManKS]

Off topic but the Nuro deal is completely separate from ADAS. One is commercial driven and the other is consumer driven so Lucid is not giving up on its ADAS, far from it.

Ya I understand but the biggest difference is the point of initiation; whether that is from an app or a driver pressing a button, the car requirements are the same aside from taking funds, but that's rather ancillary

 

[Tâm]

While I agree with most of your premise here, I do think that is a bit aggressive. They are ramping, and cashflow is obviously tight, so they can't be running around fixing everything for free; and even when it's questionable who is at fault like the transport company, I'm sure they will use this and other points like it for leverage at the renewal of the contract. I was kinds pissed when they stopped transporting the cars in a closed carrier, then I got some pretty good chips in my windshield when it came home...But I didn't b*tch at Lucid, I just told the carrier I wasn't accepting delivery until we knew what we were going to do about it. Then THEY called Lucid, and started asking them what to do. I got a call from a VP and we worked it out.

There should be an existing policy to deal with damaged brand-new cars that everyone in Lucid should be familiar with. Customer Care should have an established script to answer something like this:

"Since the carrier damaged it, please fill out this form online in your account page to claim from the carrier."

Not 8 days of figuring out whether there's a way to make a claim!

 

[Steveinarizona]

I had this happen too, it's not Lucids responsibility it's the delivery people. That is why when they drop the car (from the trailer) they go around it with videos and and taking pics to show the state of the car before they hand it off; and they make you sign a e-form for damage acceptance that everything is fine. That is why I don't take deliveries at night unless I can pull it in my garage with lights to evaluate.

Either way the transport company will have video/documentation of any damage they found when they picked up the car and another report when they handed it over, just ask them for that report.

I disagree. As far as the customer is concerned, it is Lucid's responsibility. Lucid sold the car and chose the delivery company. Yes...the delivery company may owe Lucid for the damage it caused but that is between the delivery company and Lucid. As far as the customer is concerned, it IS Lucid's problem.

It seems to me that a simple "we are sorry and we will make it right" message from Lucid to the OP would have satisfied the OP and that is a reasonable expectation.

 

[WildRide47]

There should be an existing policy to deal with damaged brand-new cars that everyone in Lucid should be familiar with. Customer Care should have an established script to answer something like this:

"Since the carrier damaged it, please fill out this form online in your account page to claim from the carrier."

Not 8 days of figuring out whether there's a way to make a claim!

What you say sounds very reasonable. I agree. There should have been an automatic form and policy already established to take care of such problems. After delivering cars for 4 years, why are is there any delay in answering the claim at this point in time. This problem should have already had an established procedure in how to handle this and the new Lucid owner should have been informed on what Lucid was going to do to fix it. This should be a no brainer. Customer service is all important if you want good word of mouth for your product. Come on Lucid, I know you can do better. 8 days is not a long time, I agree, but there should have already been a policy in place on how to expedite problems when they occur.