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Lucid support in decline?

prgarg said:
My experience as well. They don't make an attempt to study or check for things that could be causing the issue you took the car in for. Do they really think we make stuff up when they cannot replicate it?
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yep, that always happens....rattle or a problem....when you get it to service, you just can't duplicate it. Happened with numerous vehicles made by many manufacturers in the past.

Best thing would be to take a video when that happens if you can.
 
Scottsdale service has been exemplary as usual....just took my car in for service recently. I don't see any drop in quality of service.
 
gaskiller said:
Best thing would be to take a video when that happens if you can.
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I sent them photos of the car driving through woods and over lakes, of the malfunctioning LED strip, and a video of the satellite map spinning wildly. And I told them it was intermittent but recurrent. The fact that it didn't happen during the brief period(s) they were in the car is not surprising.

Earlier I had also provided the HQ engineering team the dates and times the audio was pausing when two of our Lucids were on the road at the same time.
 
hmp10 said:
I sent them photos of the car driving through woods and over lakes, of the malfunctioning LED strip, and a video of the satellite map spinning wildly. And I told them it was intermittent but recurrent. The fact that it didn't happen during the brief period(s) they were in the car is not surprising.

Earlier I had also provided the HQ engineering team the dates and times the audio was pausing when two of our Lucids were on the road at the same time.
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It must be a Lucid thing to verify the evidence, no matter how incontrovertible.
When I was having issues with the navigation, I took plenty of videos to show the folks at the SC.
But that's apparently not sufficient because they wanted to see the problems themselves.
The manager took a 40-minute ride with me, all the way from the SC to my house to witness all the things I'd documented in a few 30-second clips.
Problems confirmed and onto the next steps.
The whole things was not a problem for me since we're only 20 minutes from the SC, but the distance from your place to the SC is a real challenge.
I do remember your posts about mobile visits, though. Didn't they see and document the problems when they're there?
 
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Just to keep context here, I should mention that our other Gravity DE, manufactured about six months after the first, is performing very well so far (at just over 1,000 miles). In fact, I have all but abandoned driving our Air DE which I have (mostly) loved for over four years for this car. It doesn't have quite the ferocious punch of the Air, but it is the most overall "pleasant" driving and riding experience I've ever had. It can roar, and it can purr . . . and do both at a level of no other car in its category.
 
I might have spoken a bit too soon. Our newest Gravity is now having a problem with the rear hatch latch. We were having an occasional problem with the hatch reopening by itself when it closed, causing me to have to close it manually. Then it occasionally began to stop opening about a third of the way up. Our mobile tech said it might be starting to fail and ordered a replacement latch two weeks ago, but it hasn't yet arrived -- something different from most of my experience over the past few years of getting Lucid parts quickly.

Then over the past two days, the problem went from occasional to almost constant. I've been cleaning out some things and using the Gravity to make runs to recycling and donation centers, etc., and the latch is getting balkier and balkier. I'm now at the point that I'm afraid to use the rear storage compartment. (And other other Gravity is still in the Service Center over in Miami, where none of its issues have yet been addressed.)
 
And . . . just as I was posting the above, my phone rang. It was the Miami Service Center saying they've driven the older Gravity a few more times and still aren't seeing the navigation system and Vibe lighting malfunctions. So they were ready to return the car to me, still with none of the issues addressed. I refused.

We've had problems since delivery with the GPS of that car. The GPS software was re-downloaded early on at the Service Center -- a download the car refused to accept at first. However, some of the GPS-related features, such as spinning satellite maps, the car shown driving through woods and over lakes, the Homelink geofencing not working seem to me likely not to be in individual components or software modules, but something more fundamental in the CPU that runs all these systems. I am now insisting that they replace the CPU or else I will have to consider lemon-lawing this car. I'm simply not going to live with a car that will spend the next three and a half years being trucked back and forth to Service Centers.
 
Service quality seems to be very dependent on location. I had my Gravity in Service last week. Other than the car sitting for one week before a tech was available to work on it, all issues were resolved. 3.4.1 was loaded which resolved one of my issues. My Gravity was returned detailed and charged. It was the same level of excellent service that I am used to from the Scottsdale team. Yesterday a mobile tech came out too my house and adjusted the frunk latches on my Air. Again excellent service by the Scottsdale team.

I do worry about scaling service for midsize but Lucid has many really good people in service right now.
 
Adnillien said:
Service quality seems to be very dependent on location. I had my Gravity in Service last week. Other than the car sitting for one week before a tech was available to work on it, all issues were resolved. 3.4.1 was loaded which resolved one of my issues. My Gravity was returned detailed and charged. It was the same level of excellent service that I am used to from the Scottsdale team. Yesterday a mobile tech came out too my house and adjusted the frunk latches on my Air. Again excellent service by the Scottsdale team.

I do worry about scaling service for midsize but Lucid has many really good people in service right now.
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I have no issues at all with any of the individuals I've dealt with at Lucid over the past four+ years. They've been attentive and responsive. I think what I'm seeing are symptoms of a service network that is getting overloaded with everything from parts shortages to cars being shipped prematurely by the factory.
 
hmp10 said:
I think what I'm seeing are symptoms of a service network that is getting overloaded with everything from parts shortages to cars being shipped prematurely by the factory.
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I agree that quality coming from the factory is driving too much of the service load, overloading the service team and creating delays for service.. Based on comments on forum comments, it seems that a lot or even a majority of new owners have due bills or issues that are found shortly after delivery. This should not be the case. There should be very few service visits until the first annual maintenance. I do hope that initial quality from the factories is a big focus within Lucid.
 
hmp10 said:
I have no issues at all with any of the individuals I've dealt with at Lucid over the past four+ years. They've been attentive and responsive. I think what I'm seeing are symptoms of a service network that is getting overloaded with everything from parts shortages to cars being shipped prematurely by the factory.
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Exactly this. My car was at SC for three weeks because they kept getting defective parts.
 
Adnillien said:
I agree that quality coming from the factory is driving too much of the service load, overloading the service team and creating delays for service.. Based on comments on forum comments, it seems that a lot or even a majority of new owners have due bills or issues that are found shortly after delivery. This should not be the case. There should be very few service visits until the first annual maintenance. I do hope that initial quality from the factories is a big focus within Lucid.
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They’re literally delivering broken cars to probably hit some sort of deadline. Or they were anyways. Maybe the corporate shakeup will fix that decision but man the service centers have basically become the last leg of the factory.
 
I haven't been here long, but it looks like Lucid had about 20,000 cars on the road in its first four years of operation, then added 15,841 more in 2025 (mine included). If they didn't grow their post-sales support by about 50% to take up this new volume, it's no surprise we're seeing delays in parts & service. The service van that came to my house last week is covering two states for Lucid.
 
hmp10 said:
And . . . just as I was posting the above, my phone rang. It was the Miami Service Center saying they've driven the older Gravity a few more times and still aren't seeing the navigation system and Vibe lighting malfunctions. […]

We've had problems since delivery with the GPS of that car. […] However, some of the GPS-related features, such as spinning satellite maps, the car shown driving through woods and over lakes, the Homelink geofencing not working […] I am now insisting that they replace the CPU or else I will have to consider lemon-lawing this car. […]
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Service may not be able to do anything about these problems as it may be software-related and not hardware. Remember all the steering wheel replacements for the left touch pad? Software 3.4.1 fix it (for most people). See the thread on navigation - it’s a recurring problem for me and others, and I don’t expect service to rewrite the software.

Intermittent problems are the hardest to solve, and it’s not just Lucid. Of course they want to try to replicate - it’s the first thing every service department from every manufacturer from every industry tries. It’s not that they doubt your word. Without being able to replicate, they don’t know what the root cause is and what they need to do. Is it the antenna, wiring harness, electronic interference, poor signal, gps chip, cpu chip, motherboard, peripheral hardware, software, etc. without understanding the cause, any fixes they make are just a wild guess that, more often than not, doesn’t fix the problem.

It’s extremely frustrating for us owners. It’s also frustrating for the service tech that they can’t pinpoint the problem and fix it. Intermittent problems are everyone’s worst nightmare.
 
Saksak said:
Service may not be able to do anything about these problems as it may be software-related and not hardware. Remember all the steering wheel replacements for the left touch pad? Software 3.4.1 fix it (for most people). See the thread on navigation - it’s a recurring problem for me and others, and I don’t expect service to rewrite the software.

Intermittent problems are the hardest to solve, and it’s not just Lucid. Of course they want to try to replicate - it’s the first thing every service department from every manufacturer from every industry tries. It’s not that they doubt your word. Without being able to replicate, they don’t know what the root cause is and what they need to do. Is it the antenna, wiring harness, electronic interference, poor signal, gps chip, cpu chip, motherboard, peripheral hardware, software, etc. without understanding the cause, any fixes they make are just a wild guess that, more often than not, doesn’t fix the problem.

It’s extremely frustrating for us owners. It’s also frustrating for the service tech that they can’t pinpoint the problem and fix it. Intermittent problems are everyone’s worst nightmare.
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I do understand this, and it's why I'm not actually angry at any of the service personnel.

I can live with Homelink geofencing not working and even with constant audio pauses when any two of our three Lucids are on the road simultaneously. But I am not going to accept a situation in which I can't rely on the car's navigation system for a road trip or in which I've got a bright white LED strip on the dashboard glaring at me on full intensity when driving for three nights in a row.

Lucid has a choice. They're either going to waste some money by replacing hardware as a diagnostic technique at this point, or they're going to be paying a lot of money trucking this car back and forth across the state for the next four years, or they're going to be eating a lemon law loss. They've already had to replace its front drive unit, its HUD unit, and its steering wheel. Like it or not, they're going to keep replacing hardware -- or the car -- until these problems cease.
 
Saksak said:
Service may not be able to do anything about these problems as it may be software-related and not hardware. Remember all the steering wheel replacements for the left touch pad? Software 3.4.1 fix it (for most people). See the thread on navigation - it’s a recurring problem for me and others, and I don’t expect service to rewrite the software.

Intermittent problems are the hardest to solve, and it’s not just Lucid. Of course they want to try to replicate - it’s the first thing every service department from every manufacturer from every industry tries. It’s not that they doubt your word. Without being able to replicate, they don’t know what the root cause is and what they need to do. Is it the antenna, wiring harness, electronic interference, poor signal, gps chip, cpu chip, motherboard, peripheral hardware, software, etc. without understanding the cause, any fixes they make are just a wild guess that, more often than not, doesn’t fix the problem.

It’s extremely frustrating for us owners. It’s also frustrating for the service tech that they can’t pinpoint the problem and fix it. Intermittent problems are everyone’s worst nightmare.
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I get that, but I feel they could try to check the likely culprits of the issue the owner took the vehicle in for, even if unable to replicate it while at the SC. That'll save them some of the huge costs they are incurring with the multiple visits, transportation of cars, loaners/rentals, etc. And it could also reduce the owners' frustration level.
When I got my car back from service with none of the issues fixed, it was cleaned and charged, which I appreciate. But they also kept my mobile charger. After playing phone tag I had to end up going back to the SC to pick it up after they finally found it, only to be returned a dirty and tangled charger that I'm not even sure it was mine. I know it's a small detail, but it just adds to the aggravation.
Thank you for letting me vent 🙂
 
hmp10 said:
They're either going to waste some money by replacing hardware as a diagnostic technique at this point, or they're going to be paying a lot of money trucking this car back and forth across the state for the next four years, or they're going to be eating a lemon law loss.
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This is EXACTLY the situation I am in. I want so much for this car to be what they want it to be, but they just aren't there yet.

This sound weird but I wish the Lucid service center I deal with sold different cars, because they're great!
 
I'd say my experience with a service center (KoP) in January was more good than bad.

From the time they got my Air into the service center, they diagnosed it, replaced the front drive unit, replaced the front drive cooling pump, rear drive cooling pump, battery cooling pump, cabin cooling pump, front tie rod end, and all 4 wheels, and had it ready for transport to me in 2 weeks.

The only delays during the whole ordeal were transport delays due to holidays (getting the car from NY to PA ) and the crazy winter storm (Getting the car from PA to TX)

And the only real complaint I have about the entire thing was that they didn't have a loaner for me, and the rental experience was less than ideal. I ended up having to rent 3 different cars. 2 ICE vehicles to get me back home from NY, and then I rented a Mach-E once I was home because I didn't want to drive an ICE. But I couldn't use Lucid's Enterprise account because I was told by Enterprise that they didn't do EVs in Texas, so I had to rent from Avis (I am getting reimbursed for everything)
The main annoying part is that I wasn't informed until I had my car back that i could've used their Enterprise account, but that you have to call "Enterprise Exotics" to get an EV (at least in Texas), and that I could have been driving a Lucid (or at least something close) for 3 weeks instead of that "not horrible, but not that great either" Mach-E. I wish I had been informed of that requirement ahead of time.

Beyond that, I haven't had to deal with the service center in Houston (and hope I never have to), but the mobile service here (DFW) has been decent as well. Not the fastest, but nothing I've needed from them has been critical (sone minor post-purchase work, wheel caps install, replace drivers seat due to a tear, and they had to come back to replace a small, basically hidden plastic piece that they broke while replacing the seat.

So yeah, on the whole my experience over the past year with service has been pretty good aside from the rental snafu.
 
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