RESOLVED Lucid Manager Won't Replace Windshield The Shop Broke

[tonybot]

You’ll notice I wasn’t singling out anybody. You made the assumption I was talking about a singular person, which I wasn’t. You would be shocked how many empty rants and calls for class action we see on this form. I just wonder if this is the first reaction to a problem as opposed to the final one.

I didn't think you called out anyone, specifically Bobby. I, too, was making a general statement and brought up the OP, as that is how this thread started. My apologies if I came across as accusatory.

 

[bikeriderbryan]

I wonder if the people who come to this forum and rant, complain, and threaten act the very same way when they approach Lucid Customer service. If they are, it's no wonder they don't get as far as they hope. Despite the fact my car had quite a few visits early on for trim and other issues, I was never anything but 100% polite and cordial. And, as such, got what I needed in a timely fashion.

That is a very interesting take. Somehow I doubt that receiving poor or unsatisfactory service was due to the fact the consumer/customer wasn't polite and cordial. Sorry but I refuse to believe Lucid would stand for this. Maybe I am wrong in my thoughts

 

[pyle112]

It takes 20 years to build a reputation and five minutes to ruin it.

 

[segbrk]

That is a very interesting take. Somehow I doubt that receiving poor or unsatisfactory service was due to the fact the consumer/customer wasn't polite and cordial. Sorry but I refuse to believe Lucid would stand for this. Maybe I am wrong in my thoughts

Don’t think anybody is saying that. Sometimes poor experiences happen. It’s how you respond that makes a difference. Somebody made a mistake. We all do it. If met with understanding, there is every likelihood they will go above and beyond to remedy it. If met with entitled yelling, why should they? Not that you’ll be treated unprofessionally, but that certainly won’t get you bumped ahead of the queue. I’m not even referring to Lucid specifically, this is my own view having done some customer support work myself as well.

 

[bikeriderbryan]

Don’t think anybody is saying that. Sometimes poor experiences happen. It’s how you respond that makes a difference. Somebody made a mistake. We all do it. If met with understanding, there is every likelihood they will go above and beyond to remedy it. If met with entitled yelling, why should they? Not that you’ll be treated unprofessionally, but that certainly won’t get you bumped ahead of the queue. I’m not even referring to Lucid specifically, this is my own view having done some customer support work myself as well.

Have also done customer service work. Sorry but still don't see how in this case the onus is on the customer.

 

[EVCar]

You’ll notice I wasn’t singling out anybody. You made the assumption I was talking about a singular person, which I wasn’t. You would be shocked how many empty rants and calls for class action we see on this forum. I just wonder if this is the first reaction to a problem as opposed to the final one. While I don’t believe in kissing ass, I do believe in treating people well. Entitled behavior really sucks. I try to practice the exact opposite. For example, I gave my tech a small Christmas gift this year. Just to show him how much I appreciated him. I wonder how many people here who write these negative posts have even considered that.

We didn't do it this past year, but the year before, as token of our appreciation, my wife got a wine box for the local manager and a box of chocolates for each member of the service team.
I don't remember exactly how many were on the team, but the number wasn't too high back then.

 

[borski]

Have also done customer service work. Sorry but still don't see how in this case the onus is on the customer.

The onus isn’t on the customer to fix it or accept blame. The onus is on the customer to be a decent human being about it; you catch more flies (and things get done faster) with honey than vinegar. That’s all anyone here is trying to say.

None of that removes the need and requirement for Lucid service to be cordial and respectful as well, *no matter how* the customer responds.

But how the customer responds absolutely affects the level of service they will receive, and this is obviously true, because service advisors are also human and flawed, just like us.

 

[Steveinarizona]

The onus isn’t on the customer to fix it or accept blame. The onus is on the customer to be a decent human being about it; you catch more flies (and things get done faster) with honey than vinegar. That’s all anyone here is trying to say.

None of that removes the need and requirement for Lucid service to be cordial and respectful as well, *no matter how* the customer responds.

But how the customer responds absolutely affects the level of service they will receive, and this is obviously true, because service advisors are also human and flawed, just like us.

Typically, golfer give a $5 tip in Arizona to the staff when they are cleaning the golf clubs after a round. At my particular course, I have always left a $20. I have also been trying, for years, to become a member there (membership is capped at 100). Suddenly, a few months ago, the Director of Golf asked me if I still wanted to be a member. I told him let me think, paused a couple of seconds, and handed him my AMEX card. I am convinced that my treatment of staff is what encouraged the Director to offer me the membership.

Another example: I had a BMW PHEV that had constant battery problems. Finally I had enough and told the service manager that I was going to lemon law the car. He said he agreed with me and asked me to give him an hour. I did and an hour later he told me that BMW would buy back the car. Again, I had always treated the staff well and I think he went the extra mile with the regional BMW rep.

Even when the person on the other side is being outrageous, I would still counsel being nice. When one then goes up the line, the underling won't have the defense that you were yelling at him.

And, I am saying this as a former trial litigator. But I would rather avoid litigation than fight.

PS Even in litigation, I found the "kindly grandfather" opposing lawyer was a lot harder to beat than the outraged shouter.

 

[Charley]

Steve. What club in Az has a 100 member limit ?

 

[borski]

Even when the person on the other side is being outrageous, I would still counsel being nice. When one then goes up the line, the underling won't have the defense that you were yelling at him.

. I could not agree more. I cannot control how someone else responds, but I can control how I do (or try to, anyway). And staying calm is the only way to get what I want accomplished, usually.

And, I am saying this as a former trial litigator. But I would rather avoid litigation than fight.

PS Even in litigation, I found the "kindly grandfather" opposing lawyer was a lot harder to beat than the outraged shouter.

Makes perfect sense to me.

 

[donfenn]

Happy it turned out OK in the end. As others mentioned, escalating and going directly to Lucid customer service earlier might have gotten you this result with less angst. I have found Lucid to be solicitous, helpful and very reasonable..

 

[lucidtouringman]

Happy it turned out OK in the end. As others mentioned, escalating and going directly to Lucid customer service earlier might have gotten you this result with less angst. I have found Lucid to be solicitous, helpful and very reasonable..

Like I mentioned before, I tried customer care on Day 1 and heard nothing.