Lucid home service communication issues

[thervckus]

I got my Air Touring in November and I am pretty pleased with it after 1600 miles. I live in the Philly area.

After our first big snow storm, I heard a rattling under the driver side front and rear of the car. The car still performed fine but it sounded like something fell off. I called them to set up a home appointment and got assigned a date and a time (between 9-10 AM). Great.

An important work meeting came up during my appointment so I called to have the appointment pushed back one hour to ensure that I would be home in time. When I reached them, I was told that my appointment was actually at 2 PM. Confused, I asked them to confirm and they said yes, 2 PM. I asked why I wasn’t told about the change, and I did not receive an answer. I was then told they will follow up with me to confirm the time because of this switch. This was four days before the appointment.

I did not receive any follow up and called back the day before the appointment. I was then told that the appointment was actually at 9 AM, not 2 PM. Wasn’t informed of that change either. I then asked to push it back one hour so that I can attend my meeting. They said yes. Great, right?

The next morning, the day of the appointment, I get a text saying the mechanic will be there at 9:25 AM. I literally leave mid-meeting and rush home to arrive minutes before the mechanic. Why wasn’t the mechanic told about the time change? I have no clue.

Please tell me this is isolated to the King of Prussia service center, and that the rest of you have great on-site service and communication. Please tell me this isn’t indicative of what may happen when I have a more serious problem with my car.

Thanks in advance.

 

[hydbob]

Not sure what happened, but that's unfortunate. You will hear other stories of completely the opposite such as this most recent one, https://lucidowners.com/threads/my-456-67-mis-adventure-on-a-big-road-trip.7886/. I'd see if I could talk tot he service manager. It happens in every company, I wouldn't go to the sky is falling quite yet.

 

[Rossb2k]

I'm out in NJ and the one time I've scheduled mobile service, they communicated very well. The technician was actually sick the originally scheduled appointment - I was informed of this the night before (presumably after he called in) and was told a time for rescheduling. The tech showed up at the rescheduled appointment right when they said they would, even gave me a call when they were en route. Hopefully that's the standard and not what you experienced.

 

[Steveinarizona]

Not sure what happened, but that's unfortunate. You will hear other stories of completely the opposite such as this most recent one, https://lucidowners.com/threads/my-456-67-mis-adventure-on-a-big-road-trip.7886/. I'd see if I could talk tot he service manager. It happens in every company, I wouldn't go to the sky is falling quite yet.

I agree and would add that the conversation, at least to start, should be non-confrontational. You had a somewhat disturbing experience and you wanted to discuss it with him. Try to keep him from getting defensive about his staff and you are more likely to get a positive response and, more importantly, action.

 

[thervckus]

Not sure what happened, but that's unfortunate. You will hear other stories of completely the opposite such as this most recent one, https://lucidowners.com/threads/my-456-67-mis-adventure-on-a-big-road-trip.7886/. I'd see if I could talk tot he service manager. It happens in every company, I wouldn't go to the sky is falling quite yet.

Yes, I saw that post when I was trying to see if this is a global Lucid issue or just a King of Prussia issue or just a me issue. So far it seems like an isolated incident, but I just need to be sure. I’ll be calling them later today.

 

[mcr16]

I got my Air Touring in November and I am pretty pleased with it after 1600 miles. I live in the Philly area.

After our first big snow storm, I heard a rattling under the driver side front and rear of the car. The car still performed fine but it sounded like something fell off. I called them to set up a home appointment and got assigned a date and a time (between 9-10 AM). Great.

An important work meeting came up during my appointment so I called to have the appointment pushed back one hour to ensure that I would be home in time. When I reached them, I was told that my appointment was actually at 2 PM. Confused, I asked them to confirm and they said yes, 2 PM. I asked why I wasn’t told about the change, and I did not receive an answer. I was then told they will follow up with me to confirm the time because of this switch. This was four days before the appointment.

I did not receive any follow up and called back the day before the appointment. I was then told that the appointment was actually at 9 AM, not 2 PM. Wasn’t informed of that change either. I then asked to push it back one hour so that I can attend my meeting. They said yes. Great, right?

The next morning, the day of the appointment, I get a text saying the mechanic will be there at 9:25 AM. I literally leave mid-meeting and rush home to arrive minutes before the mechanic. Why wasn’t the mechanic told about the time change? I have no clue.

Please tell me this is isolated to the King of Prussia service center, and that the rest of you have great on-site service and communication. Please tell me this isn’t indicative of what may happen when I have a more serious problem with my car.

Thanks in advance.

Hi, @thervckus. Thanks for sharing. I just sent you a direct message.