Lucid support in decline?

[Moderator]

I’m almost 8 months into ownership and have had several service appointments resulting in two rental cars when the loaner is unavailable, and two loaners.

This was no problem to me because it’s under warranty, and their support was swift and thorough.

However, lately, I’ve been having lots of support run ins left ignored, not only by the main customer support number (as I’ve shown in the pictures below), but also by lucid employees when reaching out directly. It often takes several follow ups. And at one point my inquiry for an issue was left completely ignored by the service manager for over a month until I reached out again.

This was my most recent interaction below, as my free charging seems to be ending after just 6 months of ownership when I was under the impression I had at least 1 year of free charging.

Is it just me or has the quality of their service really declined? Yes I could call and be told someone will reach out by phone eventually, I have done it several times already and they are decent about that, but if texting support exists then they should make sure they can handle it properly.

It’s hard to be a cheerleader for Lucid and the brand when this is the kind of support I get. I’ve put up with a lot of issues without a care but when the issues aren’t being addressed is when a valued customer can really be lost.

/endrant

 

[pyle112]

I’m almost 8 months into ownership and have had several service appointments resulting in two rental cars when the loaner is unavailable, and two loaners.

This was no problem to me because it’s under warranty, and their support was swift and thorough.

However, lately, I’ve been having lots of support run ins left ignored, not only by the main customer support number (as I’ve shown in the pictures below), but also by lucid employees when reaching out directly. It often takes several follow ups. And at one point my inquiry for an issue was left completely ignored by the service manager for over a month until I reached out again.

This was my most recent interaction below, as my free charging seems to be ending after just 6 months of ownership when I was under the impression I had at least 1 year of free charging.

Is it just me or has the quality of their service really declined? Yes I could call and be told someone will reach out by phone eventually, I have done it several times already and they are decent about that, but if texting support exists then they should make sure they can handle it properly.

It’s hard to be a cheerleader for Lucid and the brand when this is the kind of support I get. I’ve put up with a lot of issues without a care but when the issues aren’t being addressed is when a valued customer can really be lost.

/endrant

Is your profile name really moderator? Bold move cotton.
I don't think service has changed much. Normal growing pains.

 

[HC_79]

Yeah, there have been multiple threads with support issues lately. It seems like something has definitely changed; they used to be so responsive. Most people have had success with dealing with Service Centers \ Managers directly but looks like you also had some issues on that part. The next bet would be to ask to speak to the Regional Manager.

This doesn't bode well for Gravity as I expect an influx of new buyers to the brand. If this is the support they're going to get then Lucid is in for a world of pain if they don't get on top of it ASAP

 

[californiaboy935]

Seconded on this bold move… wtl (what the lucid)?

 

[Batteryman]

I’m almost 8 months into ownership and have had several service appointments resulting in two rental cars when the loaner is unavailable, and two loaners.

This was no problem to me because it’s under warranty, and their support was swift and thorough.

However, lately, I’ve been having lots of support run ins left ignored, not only by the main customer support number (as I’ve shown in the pictures below), but also by lucid employees when reaching out directly. It often takes several follow ups. And at one point my inquiry for an issue was left completely ignored by the service manager for over a month until I reached out again.

This was my most recent interaction below, as my free charging seems to be ending after just 6 months of ownership when I was under the impression I had at least 1 year of free charging.

Is it just me or has the quality of their service really declined? Yes I could call and be told someone will reach out by phone eventually, I have done it several times already and they are decent about that, but if texting support exists then they should make sure they can handle it properly.

It’s hard to be a cheerleader for Lucid and the brand when this is the kind of support I get. I’ve put up with a lot of issues without a care but when the issues aren’t being addressed is when a valued customer can really be lost.

/endrant

It's irrational to expect boutique like service as they expand and sell more cars. Expect service to fall in line with other manufacturers as Lucid establishes.

 

[Bus Driver]

Tesla’s after purchase service went from white glove to brusque and impersonal in two years flat.

I can mark the decline in Tesla service from the time the Model 3 was released.

I predict that Lucid will be no different. We can’t expect any differently. It’s just not feasible to sustain Lucid’s once top notch service, as it attempts to provide service to a steadily growing group of owners.

In all fairness I should add here that I very recently turned in our Tesla Model X for nonscheduled maintenance and service. Apart from the fact that the earliest appointment I could secure was about three weeks out, and even though I set up my service appointment without ever talking to a human being, I have to say that Tesla’s vehicle intake, service and return to customer is now a pretty seamless and for me, satisfactory operation. I even got a call from a Tesla service tech just an hour after turning my car in!

I would only gripe that whoever worked on my car at Tesla forgot to wind up one of the windows before placing it in outdoor storage for the night. And the days of their returning your car to you washed and sparkling are long, long gone.

We all enjoyed Lucid’s white glove service while they were able to provide it. Owners here in San Diego remain particularly lucky in having the inestimable Frank Collins as our primary service contact point and provider. That guy is unflagging in his efforts to provide us all with the best possible service.

Otherwise for the rest of us, we’ll just have to accept that no longer will anyone at Lucid pick up on the first ring, or respond toute de suite after receiving our first text. That’s just not going to happen anymore.

 

[pyle112]

If be perfectly fine with normal run of the mill service. The issue is I've had a lot more service done to this car than any other I've ever owned. I doubt the centers could handle that type of volume.

And by the way, to me run of the mill service is schedule drop off with a loaner or entenmann's and Keurig while I wait. I don't expect much. Hey lucid how about some Nespresso pods?

 

[Marc]

I suspect there is variation from service center to service center, but just the ability for me to call and talk immediately with a knowledgeable service technician (a perk I did not have with my two Tesla Model S vehicles) has been wonderful. It's avoided worry and calls for service visits. And just as an aside, my 2019 Model S Performance had 14 serious service issues over the 4 1/2 years I owned it, with three of them disabling the car's safety and Tesla refusing to have it flat bedded to the service center. From my perspective and experience, the quality is up their with Lexus.

 

[Blue Lectroid]

My car (‘25 AGT) is at KOP for service now (picked up from my home in NJ on Thursday) and I have a 2022 AGT as a loaner. So far, whit glove all the way. Scheduling was easy enough, phone call the day before to confirm all work being done, logistics, etc., pickup of my car was right within the promised 1 hour window and I’ve gotten an update both evenings since as to status (still waiting for a service bay). I really couldn’t ask for more. The loaner had clearly just been detailed and since I’m on a lease, heck, keep my car as long as you need while I enjoy racking up the miles on the loaner!

BTW, my car is there for two simple make goods for trim that I noticed when taking delivery.

 

[Dherscovici]

My ‘25 AT is at KOP as well. Really disappointed and frustrated with the manager there and LUCID overall about troubleshoot. They replaced 2 HW components and now about to do a 3rd. Feels like they are shooting in the dark. Owned the car for 4weeks with more than one week in the shop. Pretty dissaponted here.

I really hope there is some resolution and some compensation. Did not buy a new Car to have it in the shop 25% of the time.

 

[pyle112]

My ‘25 AT is at KOP as well. Really disappointed and frustrated with the manager there and LUCID overall about troubleshoot. They replaced 2 HW components and now about to do a 3rd. Feels like they are shooting in the dark. Owned the car for 4weeks with more than one week in the shop. Pretty dissaponted here.

I really hope there is some resolution and some compensation. Did not buy a new Car to have it in the shop 25% of the time.

Did they provide a loaner? What were the issues you were having?
Sounds like they are servicing your car which is the point of this thread. I would hope they provided you with temporary transportation options, whether a lucid or rental.

 

[Dherscovici]

Did they provide a loaner? What were the issues you were having?
Sounds like they are servicing your car which is the point of this thread. I would hope they provided you with temporary transportation options, whether a lucid or rental.

First week they gave me a crappy rental. Then after some “escalation”.. I got an older air pure. There are like 5 issues. But the main thing they are trying to troubleshoot is that the mobile key won’t connect.

 

[Dherscovici]

But had other issues
1) door shows open when closed
2) right side speakers stop working
3) key fob burns battery in 3 weeks
4) native Spotify crashes constantly

A few other items.

 

[Bobby]

First week they gave me a crappy rental. Then after some “escalation”.. I got an older air pure. There are like 5 issues. But the main thing they are trying to troubleshoot is that the mobile key won’t connect.

“Older” seems an odd to describe a car that could not be more than two model years old by definition.

 

[pyle112]

But had other issues
1) door shows open when closed
2) right side speakers stop working
3) key fob burns battery in 3 weeks
4) native Spotify crashes constantly

A few other items.

Yikes. I'll say that once my issues were addressed (albeit it took a year to get my door issues resolved) I really like the car, probably few other sedans I would consider.

 

[Dherscovici]

Fair enough. It is a couple years old and a model below. And I needed to escalate loudly. And I still don’t have my car. Just purchased the vehicle. This should not happen.

 

[Bobby]

Fair enough. It is a couple years old and a model below. And I needed to escalate loudly. And I still don’t have my car. Just purchased the vehicle. This should not happen.

Unfortunately, though, it does. I hope they get it back to you soon!

 

[Tim-in-CA]

Tesla’s after purchase service went from white glove to brusque and impersonal in two years flat.

I can mark the decline in Tesla service from the time the Model 3 was released.

This was exactly my experience. Costa Mesa went from great to a complete sh*t show after Model 3 release

 

[mikecronis]

Took 2 weeks in Denver for the 2-year service and to get a spare key fob and check the woofers to see if the TSB was applied.
During that time, they broke the steering column shroud (replaced) and replaced a woofer (thanks! Sounds better!)
Got mine back covered in salt and mud (inside and out). The white interior is more noticable, so it probably wasn't "covered". Had to detail it by hand.
Weatherstripping trim is now coming off the front door. One of the diffusers in the rear was broken but they didn't comment on that. Tires were not rotated (I marked them).
New keyfob was included but not programmed. No big deal.
The bumper was half-off, hanging down. The tow-truck driver snapped it back in place.
Looks like I'll be performing my own maintenance from now on. Not worth $680 for a brake-fluid change and some CR2032 batteries.

I finally got a hold of Customer Service via phone by waiting for 3 hours and 20 minutes on speakerphone. I had asked about my Electrify America subscription through a Lucid package had a push-notification pop-up that disappeared on me on the App and why I was denied the Lucid Owner's Club membership and they said they'd look into that ... and then didn't. I also had asked about a tire swap from the 21" to the 19" winter tires and they just told me to go to a tire place somewhere.

So.. I bought some 3M weather-stripping sealant and I'm gonna go to work like any other car. I was told the "complimentary car wash" was applied, but it obviously wasn't. Wiper blades are still the same ones (I marked them). I feel pretty convinced I will not be able to get proper service in the Colorado region and will simply have to perform repairs myself.

I'm fine with this. I have 1111Hp.

 

[momo3605]

“Older” seems an odd to describe a car that could not be more than two model years old by definition.

Loaners tend to be more abused than normal cars. I don’t really care personally…but The last one I had felt a lot older than 2 years old. Dirty stained interior…squeaks all over…alignment issues, etc….