Lucid support in decline?

[Mrgaryc]

Sadly I have to agree about the decline. I have spoken to three different Lucid employees (said they would forward my request), left two voicemails and sent one email trying to schedule the hardware upgrade for the stereo. Not one person has gotten back to me over the three months to even acknowledge my request much less actually schedule it. I understand this is a low priority but not even an approximate timeframe?

 

[mikecronis]

I suspect they're "inspections" but for the cost of everything, I mean.. I can buy some DOT4, a few CR2032 batteries, and 2 wiper blades for like, $40.
The "inspections" did not comment on or repair the missing a spline on the rear diffuser set or that there was a bolt missing underneath holding the bottom together.
Not a lot of "work" done for 2 weeks. I noticed it hadn't moved from their dirt parking in the back of the "Collision Center" for 11 days outside. Then it was moved inside for 3 days.
A "complimentary car wash" I suspect never happened, though it was listed. Tires were not rotated.
I had zero communication. I tried calling, asking about it, from the Chicago Service Station and the Satellite location in Denver with no responses, just a digital e-bill.
Suddenly, I got a text message showing it was being sent back to me with a "Tracker" App. Got it back smothered in dirt. Whether anything was actually done is a mystery.

 

[Mrgaryc]

Sadly I have to agree about the decline. I have spoken to three different Lucid employees (said they would forward my request), left two voicemails and sent one email trying to schedule the hardware upgrade for the stereo. Not one person has gotten back to me over the three months to even acknowledge my request much less actually schedule it. I understand this is a low priority but not even an approximate timeframe?

UPDATE—Lucid reached out today to schedule my stereo upgrade. Way to listen Lucid!

 

[PoZulu]

I have been waiting 6 days for a service request. I emailed out of the app and was told I should expect a response in 72 hours. 6 days still waiting. I know it is not the intent of this forum to be a complaint box but I don't know of another method to get the message to Lucid. The message being fix your customer service problem it's not a software problem it's a leadership problem!

I dealt with Alaska air the other day via chat, email and eventually phone calls. They returned calls as promised called back when calls got dropped and stayed on the line until I was able to download what I needed. Yesterday was a bad day for air travel around the country. I'm sure the person we were talking about to was under a lot of stress but stuck with us and made us impressed and happy customers.

I think my brother likes the CS people souch he looks forward to needing service on his range rover.

Hoping the C level group is paying attention.

 

[TakeDuo]

I have been waiting 6 days for a service request. I emailed out of the app and was told I should expect a response in 72 hours. 6 days still waiting. I know it is not the intent of this forum to be a complaint box but I don't know of another method to get the message to Lucid. The message being fix your customer service problem it's not a software problem it's a leadership problem!

I dealt with Alaska air the other day via chat, email and eventually phone calls. They returned calls as promised called back when calls got dropped and stayed on the line until I was able to download what I needed. Yesterday was a bad day for air travel around the country. I'm sure the person we were talking about to was under a lot of stress but stuck with us and made us impressed and happy customers.

I think my brother likes the CS people souch he looks forward to needing service on his range rover.

Hoping the C level group is paying attention.

Sorry to hear that .

It took them 9 mins to reply to my initial text yesterday, provide possible solutions over the course of the conversation and eventually schedule service.

10:07am first text out from me
10:16am first “human” non automated response
1:34pm (after many interactions) scheduled service. The core of that delay was my intermittent responses due to work.

I have no idea why others experience such varied responses. Over 3 years of GT ownership, I’ve never had any issue reaching CS. 2 additional concurrent “years” with the Pure.

 

[marqie]

I have been waiting 6 days for a service request. I emailed out of the app and was told I should expect a response in 72 hours. 6 days still waiting. I know it is not the intent of this forum to be a complaint box but I don't know of another method to get the message to Lucid. The message being fix your customer service problem it's not a software problem it's a leadership problem!

I dealt with Alaska air the other day via chat, email and eventually phone calls. They returned calls as promised called back when calls got dropped and stayed on the line until I was able to download what I needed. Yesterday was a bad day for air travel around the country. I'm sure the person we were talking about to was under a lot of stress but stuck with us and made us impressed and happy customers.

I think my brother likes the CS people souch he looks forward to needing service on his range rover.

Hoping the C level group is paying attention.

I am sorry to hear about your experience. I just sent you a direct message.

 

[PoZulu]

I am sorry to hear about your experience. I just sent you a direct message.

Thank you it's good to know someone is paying attention.

 

[Tym]

I think the problem isn't Lucid specific. literally service everywhere (in 2024-2025) is spotty at best

 

[A Fischman]

I am sorry for those that have been experiencing problems with service. I have rarely called CS and usually call the Costa Mesa SC directly. My experience has been and continues to be exemplary. The advisors and mechanics are first rate; better than any other brand that I have owned including Mercedes, BMW, Cadillac, and Lexus. I must also add that I have had visits by Bradley, the mobile tech. All experiences have been first class. I realize that most people that post on these forums have issues and are trying to bring attention to their plight. I truly support this as a way to draw attention to their issues. I just want to be one of those that have no issues and want to express my gratitude to Lucid for the level of service that they strive to provide.

 

[Blue Lectroid]

I am sorry for those that have been experiencing problems with service. I have rarely called CS and usually call the Costa Mesa SC directly. My experience has been and continues to be exemplary. The advisors and mechanics are first rate; better than any other brand that I have owned including Mercedes, BMW, Cadillac, and Lexus. I must also add that I have had visits by Bradley, the mobile tech. All experiences have been first class. I realize that most people that post on these forums have issues and are trying to bring attention to their plight. I truly support this as a way to draw attention to their issues. I just want to be one of those that have no issues and want to express my gratitude to Lucid for the level of service that they strive to provide.

Same here. I feel badly for those who have had issues and do not want to minimize what they have gone through, but I have found the entire Lucid team from Sales to Finance to Service to be truly exemplary and far and away better than I have personally experienced with BMW, Audi, Ferrari, Acura, GM, Honda, Toyota, Hyundai and Subaru…

 

[MJG]

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

I purchased a 2022 Air GT in 8/24. It was sold as new with full warranty. I have had it in for service many times. They have replaced all four door handle motors, the charge port motor, all 11 cameras, drivers seat, twice fixed the frunk hinges and once the frunk locking mechanism and computer which controls the frunk, the truck hinges needed to be adjusted and the rear bumper needed to be repainted due to the trunk rubbing on the bumper. All over 7 months.

Needless to say, it has been frustrating. I knew there would be issues with a first year model car. There always is, but this is more than I anticipated. Throughout it all the service team has been great. Very responsive. Unfortunately, when I call, they know my number and answer saying Hi Matt. Not a good sign when they recognize my number and know me by first name.

What I do have an issue with is the sales team. They are very unresponsive. During delivery they misled me several time as to when I would get my car and why it kept getting delayed. They also stated several time my car would qualify for free charging. It took over a month to deliver the car, as they prioritized other cars over mine. Recently, I have repeatedly called over the last 3 weeks to speak to the Sales Manager in Natick Massachusetts. They were always in a meeting and would call me back shortly, but never did. This has become very frustrating. I finally, waited on the phone today until he was available. He said they are very busy and appologized. I told him that if a customer leaves messages multiple times a week, that he should fined the time to call them back.

Bottom line, The service team has been great despite a difficult situation, but their sales team (in my experience) is the worst I have ever seen. If you are purchasing a car at the price of a Air GT, I expect better.

 

[mikecronis]

I needed a tire because it seems the previous owner "went cheap" and got a Sailun front 21" instead of a Pirelli that I hadn't noticed.
The 21" Pirelli LM1/LM2 tires are a bit difficult to find, but the Chicago Service dept. said they had some and would send it to me, and let me know Parts would call me to finish the transaction.
Parts never called me after a day or so. I called Service and they forwarded me and I left a message. Another day passes and I call again and Service forwards me again and I get someone in Parts.
Parts said they'd send the tire to me (finally progress!), and that I'd get a digital bill via email.
After 3 days I still did not get one and called a few times and asked and they weren't sure about it and they'd "Call Corporate".
After a few more days, I email again asking about if I could please buy a tire. After another day, I get an e-bill, which I immediately pay.
Another day goes by and I get the FedEx tracking for the tire which will arrive in 2 days.
Your results may vary.

 

[SaaSManKS]

I'm glad to see folks are at least getting Lucid loaners. I picked up my car 12/31/22 and have had numerous issues where the car had to go in, never once have I gotten a Lucid loaner which does add to my frustration; last time they had my car for 3 weeks and I was driving around in a 2018 Nissan Rogue...which is fine for a few days, but got really old after the first 1.5 weeks...Not to mention the time it takes out of my day to uber to the rental car place, wait drive home and then return the car...Then my car came back and the seatbelt won't retract, mobile service appt scheduled; for a month out.

 

[marqie]

I purchased a 2022 Air GT in 8/24. It was sold as new with full warranty. I have had it in for service many times. They have replaced all four door handle motors, the charge port motor, all 11 cameras, drivers seat, twice fixed the frunk hinges and once the frunk locking mechanism and computer which controls the frunk, the truck hinges needed to be adjusted and the rear bumper needed to be repainted due to the trunk rubbing on the bumper. All over 7 months.

Needless to say, it has been frustrating. I knew there would be issues with a first year model car. There always is, but this is more than I anticipated. Throughout it all the service team has been great. Very responsive. Unfortunately, when I call, they know my number and answer saying Hi Matt. Not a good sign when they recognize my number and know me by first name.

What I do have an issue with is the sales team. They are very unresponsive. During delivery they misled me several time as to when I would get my car and why it kept getting delayed. They also stated several time my car would qualify for free charging. It took over a month to deliver the car, as they prioritized other cars over mine. Recently, I have repeatedly called over the last 3 weeks to speak to the Sales Manager in Natick Massachusetts. They were always in a meeting and would call me back shortly, but never did. This has become very frustrating. I finally, waited on the phone today until he was available. He said they are very busy and appologized. I told him that if a customer leaves messages multiple times a week, that he should fined the time to call them back.

Bottom line, The service team has been great despite a difficult situation, but their sales team (in my experience) is the worst I have ever seen. If you are purchasing a car at the price of a Air GT, I expect better.

Thank you for sharing your experience. I just sent you a direct message.

 

[Steveinarizona]

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?

Me too. Give me a roughly equivalent loaner (even an ICE loaner) when my GV60P needs work and I am a happy customer. Cars are complex and do often need repair.

I do wonder if the service centers are large enough, and staffed enough, to handle the increased number of Lucids in the market.

 

[SaaSManKS]

Me too. Give me a roughly equivalent loaner (even an ICE loaner) when my GV60P needs work and I am a happy customer. Cars are complex and do often need repair.

I do wonder if the service centers are large enough, and staffed enough, to handle the increased number of Lucids in the market.

I don’t think they have enough SC to begin with, which causes operational problems cascading down through all of them.

 

[victoryroad]

I am sorry to learn of the difficulties some have had obtaining satisfactory service. I have not seen a decline in service quality. My experience over two and a half years with service centers and customer service is that they have been responsive and courteous. QC at the factory could have been much better for my Sept. 2022 build and service generally related to aluminum and glass panel misalignment and trunk misalignment problems. Except for early on I have had AGTs as loaners and have not had problems scheduling mobile or on-site service visits. The company's commitment to customer satisfaction is at least as good as that I experienced with my former Audis, Porsches, MB's and BMWs. Aside from service, the OTAs are impressive and the driving experience is unrivaled. Yes, it would be nice to see more permanent service centers and studios and my expectation is that they will be opened in what can be a very long approval process for most locations.

 

[SaaSManKS]

Well an interesting note is lucid is barely expanding their SC locations they have 17…obviously it’s hard to tell how those have been rolling out but for a comparison Rivian? They have ~60

 

[Pragmatic]

Well Rivian delivered approximately 5X as many vehicles in 2024. 5X 17 would be 85. So it's not surprising they have 60 SC compared to Lucids 17.

 

[SaaSManKS]

When I lived in Kansas and they had to ship my car to Dallas 8 hours away, and now I live in Buffalo NY and it goes to Coldwater, MI, I do think you have a good point tho…