Lucid support in decline?

[HC_79]

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.

I don't care what loaner I get, as long as it's a Lucid. "old" Air Pure, damn! regardless of year model, it ain't that old! lol

 

[HC_79]

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….

This is really no different from any other dealer that provides loaners. I had some pretty shitty Audi loaners in my time but was still grateful they gave me an Audi.

 

[momo3605]

This is really no different from any other dealer that provides loaners. I had some pretty shitty Audi loaners in my time but was still grateful they gave me an Audi.

Yup I know. But I can feel for someone that buys a brand new $100k car and then needs to be in for service, and then you get a creaky worn loaner for a couple weeks. It’s unfortunately just the reality and I’m not saying Lucid can do anything differently. Providing pickup, drop off, and a loaner is as good as it gets.

 

[Halodde]

There's 2 things to consider with everything going on in this thread. There's the service department and then there's customer care. I have no issues with anything that has happened with the service department including mobile service. Customer care, however, has fallen off a cliff in the last 6 months or so since they moved locations and had to hire new staff. I, too, have multiple texts and emails that have not been answered. The only way to actually interact with CC is to wait on hold as someone else posted above.

This has to be a massive concern for Lucid and for the people considering buying either of the vehicles they make. I foresee this being a bigger problem than any issues with the Air or Gravity. And the problem is that it should be easy to fix with staffing and training.

 

[HC_79]

There's 2 things to consider with everything going on in this thread. There's the service department and then there's customer care. I have no issues with anything that has happened with the service department including mobile service. Customer care, however, has fallen off a cliff in the last 6 months or so since they moved locations and had to hire new staff. I, too, have multiple texts and emails that have not been answered. The only way to actually interact with CC is to wait on hold as someone else posted above.

This has to be a massive concern for Lucid and for the people considering buying either of the vehicles they make. I foresee this being a bigger problem than any issues with the Air or Gravity. And the problem is that it should be easy to fix with staffing and training.

Since COVID, it seems no one wants to work anymore. Also seems to be hitting customer facing roles the most across the board.

 

[Halodde]

Since COVID, it seems no one wants to work anymore. Also seems to be hitting customer facing roles the most across the board.

True. However, CC was great for the first year of my ownership. But that's when it was in CA and before cost saving measures were implemented resulting in job cuts.

I'm not playing armchair CEO. Just stating facts about my experiences.

 

[HC_79]

True. However, CC was great for the first year of my ownership. But that's when it was in CA and before cost saving measures were implemented resulting in job cuts.

I'm not playing armchair CEO. Just stating facts about my experiences.

I agree with you. CS was great and in recent months has fallen off a cliff. I don’t bother with them anymore and just contact the Service Center directly which I rarely have to do these days.

 

[Sid432]

Well, I have nothing but exemplary service from KOP (Dana). I took my car for 2nd year maintenance, all recall campaigns, rear parcel shelf re-work, and intermittent radar faults). I request loaner. Day before I got a call that they don’t have loaner and asked me if I wanted enterprise rental to which I declined and moved my appointment by another day. I drove my Air and dropped off and picked up AGT loaner (dirty outside but cleaned inside)

I have received daily email communications of if the car made it to service bay or not, communications on what was done on the car by end of day, I was told that Lucid has new rear parcel shelf that they would order the part and send mobile visit when it’s available

Lastly, they sent my car back and picked up the loaner from my house (washed and vaccumed). I mean what else I can ask for….

 

[gavram]

Recent Michigan service was great... I'm 300 miles away but prompt pickup, clean AGT loaner (that made me jealous of not having massage seats in my Touring) and prompt return.

 

[mikecronis]

Well, I have nothing but exemplary service from KOP (Dana). I took my car for 2nd year maintenance, all recall campaigns, rear parcel shelf re-work, and intermittent radar faults). I request loaner. Day before I got a call that they don’t have loaner and asked me if I wanted enterprise rental to which I declined and moved my appointment by another day. I drove my Air and dropped off and picked up AGT loaner (dirty outside but cleaned inside)

I have received daily email communications of if the car made it to service bay or not, communications on what was done on the car by end of day, I was told that Lucid has new rear parcel shelf that they would order the part and send mobile visit when it’s available

Lastly, they sent my car back and picked up the loaner from my house (washed and vaccumed). I mean what else I can ask for….

Your experience was much better than what I went through. At least your bumper was still attached. Took 2 weeks to simply change some brake fluid and some CR2032 batteries.

 

[hmp10]

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.

I think you have to look at this in a price context. With cars that start around $70K and go to $250K, falling in line with other manufacturers means service on a par with the German luxury brands. I've owned a lot of German cars -- and had a lot of reliability issues with some of them. But the service levels were always top notch, including loaners whenever needed.

Lucid is not in a position to get away with what Tesla has gotten away with on the service front since the Model 3 came along.

 

[Blue Lectroid]

Well, I have nothing but exemplary service from KOP (Dana). I took my car for 2nd year maintenance, all recall campaigns, rear parcel shelf re-work, and intermittent radar faults). I request loaner. Day before I got a call that they don’t have loaner and asked me if I wanted enterprise rental to which I declined and moved my appointment by another day. I drove my Air and dropped off and picked up AGT loaner (dirty outside but cleaned inside)

I have received daily email communications of if the car made it to service bay or not, communications on what was done on the car by end of day, I was told that Lucid has new rear parcel shelf that they would order the part and send mobile visit when it’s available

Lastly, they sent my car back and picked up the loaner from my house (washed and vaccumed). I mean what else I can ask for….

Dana is awesome!!!!

 

[Blue Lectroid]

I think you have to look at this in a price context. With cars that start around $70K and go to $250K, falling in line with other manufacturers means service on a par with the German luxury brands. I've owned a lot of German cars -- and had a lot of reliability issues with some of them. But the service levels were always top notch, including loaners whenever needed.

Lucid is not in a position to get away with what Tesla has gotten away with on the service front since the Model 3 came along.

I think there is a very big difference between Tesla and Lucid in this area -- although I completely agree that Lucid cannot get away with what tesla service has devolved into. Lucid does strive to provide exemplary, high-quality, luxury-level service but is falling short in some locations at some times recently due to growing pains, NOT because they abandoned the goal of providing luxury brand service.

Tesla? Well, frankly, they stopped caring much about their customers as @hmp10 stated -- when Model 3 was released. After all, Tesla's corporate ethos is to replace drivers completely with autonomous vehicles, replace human laborers with robots and interact with their customers exclusively through apps and automated means...they are just NOT at all human-focused. Based on the players in senior management at Lucid, however, I doubt such a shift away from being a luxury brand will ever happen -- even when they go broader market, because their corporate ethos is far more wholesome.

 

[mcr16]

Hi, everyone. We are aware of the concerns shared here and in other threads and are working to increase Customer Care and Service capacity. Thank you for sharing your experiences.

 

[mcr16]

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

If you don't mind messaging me your contact info, I will follow up regarding the status of your request.

 

[hmp10]

Hi, everyone. We are aware of the concerns shared here and in other threads and are working to increase Customer Care and Service capacity. Thank you for sharing your experiences.

This is one of the things I so love about Lucid. I have never owned a car whose maker tries to stay so much in touch with owner sentiment. The same thing was reflected in Kyle Conner's recent Gravity test drive video where he noted that Lucid is the most arduous company he's dealt with in terms of listening to reviewer feedback and engaging on it.

Some of Lucid's marketing moves remain inscrutable to me, but this company's heart is definitely in the right place.

 

[pyle112]

Hi, everyone. We are aware of the concerns shared here and in other threads and are working to increase Customer Care and Service capacity. Thank you for sharing your experiences.

Recommend automating service scheduling where applicable. Ideally it would continue to be white touch but it's worse when people's requests are completely ignored like the current SMS system and with understaffed service centers.

 

[mcr16]

Recommend automating service scheduling where applicable. Ideally it would continue to be white touch but it's worse when people's requests are completely ignored like the current SMS system and with understaffed service centers.

We are planning more options for the service scheduler in the mobile app. Stay tuned.

 

[Blue Lectroid]

…this company's heart is definitely in the right place.

EXACTLY, and in this day and age is a major differentiator compared to every other serious competitor…and, IMHO worth the price of admission to the wonderful world of Lucid.

 

[Halodde]

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.

Obviously, this is not a big deal. But I just had my 2 year warranty service also. And I'm pretty sure I didn't get new wipers either. But I definitely need them. I certainly hope it's just a coincidence and not a bizarre systemic cost saving measure.