Millbrae, CA Service dept doesn't answer their phone AND there is no way to leave a message

[DeaneG]

Unfortunately my experience with the Millbrae service center has been abismal to say the least and I very much regret getting a Lucid Air at this point.
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Within 3 days of driving the car I had few more issues that required service. I haven't been able to speak to anyone in person from the Millbrae service, nobody ever picks up the phone and I have tried calling them at least 2-3 times a week for the past month. Upon emaling customer service (not the service center) and texting with a supervisor I eventually got some responses, mostly apologetic about the delays and promising a resolution within the next 24h. Unfortunately this has now been the same story for over a month. I keep rotating between calling/texting/emailing them daily and pretty much there is no response or resolution. The mobile tech that was supposed to show up in 2 distinct appointments never did.
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@mcr16, this is pretty concerning.

 

[SilBlucid]

I try to be as fair as possible and hence I will write a follow up to my post above.

Luck wants that the day after I posted here, upon calling the Millbrae service center really not expecting much, someone finally picked up the phone! Hooray!

I was again told the service center has a large backlog, they are trying their best and are aware the current situation is not ideal. The service advisor I had been texting with and that stopped replying apparently got into a really bad accident and was gone for almost 2 weeks, hence many customers were left in limbo (I wish him the speediest recovery). The service center was trying to get other folks to join in to pick up the load. I was also told Lucid is building a new service center in Bay Area, expected to come online later in the year.

The service center dispatched a mobile tech that came over 2 days later. Again, he was very well aware of the delays that many customers are experiencing and Lucid is trying to get back on track to provide a great customer experience. Unfortunately he wasn't able to solve the issues for which he had been dispatched, simply noted them in his records and downloaded some data from the car. I now have to call them again to bring in the car for service.

 

[BS8899]

I try to be as fair as possible and hence I will write a follow up to my post above.

Luck wants that the day after I posted here, upon calling the Millbrae service center really not expecting much, someone finally picked up the phone! Hooray!

I was again told the service center has a large backlog, they are trying their best and are aware the current situation is not ideal. The service advisor I had been texting with and that stopped replying apparently got into a really bad accident and was gone for almost 2 weeks, hence many customers were left in limbo (I wish him the speediest recovery). The service center was trying to get other folks to join in to pick up the load. I was also told Lucid is building a new service center in Bay Area, expected to come online later in the year.

The service center dispatched a mobile tech that came over 2 days later. Again, he was very well aware of the delays that many customers are experiencing and Lucid is trying to get back on track to provide a great customer experience. Unfortunately he wasn't able to solve the issues for which he had been dispatched, simply noted them in his records and downloaded some data from the car. I now have to call them again to bring in the car for service.

I bought and registered my AGT in AZ. Most of my services were done through the Scottsdale SC. Since I live about 6miles from the Scottsdale SC, when I have questions or need service, I just drive over there and talk to the SC Advisors.

The Scottsdale SC used to have a receptionist who greeted customers and answer the phone. The last few times I was at the Scottsdale SC, I don't see the receptionist. Perhaps Lucid is reducing headcount and cutting expenses.

Overall, I am happy with the Scottsdale SC. Most of my gripe with my AGT is about SW. I see SW bugs as a HQ development/validation issue, not a SC issue. When it comes to SW bugs, there is little that is actionable by the SC.

Since I have a second home in Northern CA, Lucid Millbrae SC (mobile tech) came to service my AGT twice in Marin in the past year. The mobile tech seems knowledgeable and easy to work with. One of the problem serviced was my valet key was non-functional (from day-1). To make a long story short, the mobile tech was unable to isolate the problem on his first visit. But he followed up on it after returning to Millbrae. He came out the following week and replaced the NFC sensor in my B-pillar, and the valet key now works.

So, my experience with Millbrae has been good. That said, I have not taken my AGT into Millbrae for extended services.