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

[Wilber]

I took delivery of a 2025 Air Pure in Millbrae on Friday. Saturday morning i discovered some small paint imperfections near the left tail light. Monday morning i phoned 650-781-7357 and a computer voice answers and tells me to select 2 for service. I did that. Then the phone just rang for at least a dozen rings. No one answered, and no message system answered. So, i gave up for that day. Phoned back today, Wednesday, and the same thing happened. I could not find an email for contacting them. I did try sending a text, but that bounced. Very frustrating. NOT the kind of experience I that i have had at my local BMW dealer. Is it too much to expect Lucid to answer their phones? OR, am i missing some easy way to communicate with them?

 

[b8conator]

This happened to me a few weeks ago as well. I had a scheduled appointment for a technician to come out to my house to address a frunk issue with my car. (I live a few hours away from the nearest service center and they were the service center that was supposed to send someone out) Towards the end of the window of time that they were supposed to come, I decided to give the service center a call to see if someone was actually coming out.

I called multiple times, no one answered and it would just revert back to the main line which had the automated choices to choose from. I called the main line for Lucid and even the lady on the line with me couldn't get ahold of anyone on her end.

I finally got ahold of someone a few hours later. From what I gathered it's a very busy service center. So I would just try to call a few hours later but I agree there needs to be some place to leave a message.

 

[borski]

Millbrae is slammed right now, but, if you call and select the sales line, and ask *VERY NICELY* they might go to the back and find a service manager or take a message and put a note on their desk to call you back, etc.

 

[Wilber]

This happened to me a few weeks ago as well. I had a scheduled appointment for a technician to come out to my house to address a frunk issue with my car. (I live a few hours away from the nearest service center and they were the service center that was supposed to send someone out) Towards the end of the window of time that they were supposed to come, I decided to give the service center a call to see if someone was actually coming out.

I called multiple times, no one answered and it would just revert back to the main line which had the automated choices to choose from. I called the main line for Lucid and even the lady on the line with me couldn't get ahold of anyone on her end.

I finally got ahold of someone a few hours later. From what I gathered it's a very busy service center. So I would just try to call a few hours later but I agree there needs to be some place to leave a message.

Thanks for your reply. Sorry to hear you had a similar problem. Gee, i hope the technician did show up that day and fix your frunk! The paint defects on my car arent a big deal since they are only obvious from a certain angle. Might decide to just live with it.

 

[Wilber]

Millbrae is slammed right now, but, if you call and select the sales line, and ask *VERY NICELY* they might go to the back and find a service manager or take a message and put a note on their desk to call you back, etc.

I just made an appt for next week for Annual Service with the app. and in the notes explained what i really need.

 

[Leftlane]

Millbrae is slammed right now, but, if you call and select the sales line, and ask *VERY NICELY* they might go to the back and find a service manager or take a message and put a note on their desk to call you back, etc.

Can you imagine that process as a bespoke customer service model? Holy cow that is really lowering your expectations significantly. I guess customers get what they allow.

 

[HariK]

I called Millbrae Service center today and they picked up immediately between 10:30am and 4pm. Fantastic service.

 

[b8conator]

Thanks for your reply. Sorry to hear you had a similar problem. Gee, i hope the technician did show up that day and fix your frunk! The paint defects on my car arent a big deal since they are only obvious from a certain angle. Might decide to just live with it.

Nope, no one showed up haha. But when I was talking to the Millbrae service center it seemed like it was a miscommunication between them and Rocklin and someone was supposed to tell me my issue wouldn't be a simple mobile appt, yet no one followed up with me to cancel.

I did file the initial issue through the app as someone else has mentioned so you may have better luck through there getting someone to contact you, or maybe try again tmw!

 

[b8conator]

I just made an appt for next week for Annual Service with the app. and in the notes explained what i really need

*Just saw that it was you who made the mobile request, guess I need to go to sleep!

 

[borski]

Can you imagine that process as a bespoke customer service model? Holy cow that is really lowering your expectations significantly. I guess customers get what they allow.

I haven’t had this problem. They have usually picked up my phone calls, except once. My suggestion was a workaround, not an indication that I thought that was how good service should work.

But things happen, and centers get busy occasionally.

 

[Wilber]

I just made an appt for next week for Annual Service with the app. and in the notes explained what i really need.

I am happy to report that less than an hour after submitting my Annual Service request I got a phone call from a Lucid person and we discussed my situation. Resolution is still pending, but at least I spoke to a human!

 

[DeaneG]

I emailed my service advisor in Rocklin a couple times several days apart to verify that my scheduled annual service date at Millbrae was still good, and to ask if a loaner vehicle would be available. Got no response at all.

I brought my car in anyway. The service went well.

 

[Wilber]

I emailed my service advisor in Rocklin a couple times several days apart to verify that my scheduled annual service date at Millbrae was still good, and to ask if a loaner vehicle would be available. Got no response at all.

I brought my car in anyway. The service went well.

Sorry to hear emailing didnt work, but glad your service went well anyway. I think i am learning that the best way to communicate is thru the app.

 

[KpaBap]

Seems like this is still the pattern - I called last week and was able to get ahold of someone - supposedly they set me up for a service appointment but I have received no further confirmation either through email or text.

This morning I've been calling Millbrae every 10-15 minutes to report more issues with the car all morning and no one's picking up.

 

[AirDoll]

Seems like this is still the pattern - I called last week and was able to get ahold of someone - supposedly they set me up for a service appointment but I have received no further confirmation either through email or text.

This morning I've been calling Millbrae every 10-15 minutes to report more issues with the car all morning and no one's picking up.

Did you look in your app? If there’s a service appointment scheduled it will show in there.

 

[KpaBap]

Did you look in your app? If there’s a service appointment scheduled it will show in there.

Nothing in the app. Assuming it's under Service somewhere.

 

[AirDoll]

Nothing in the app. Assuming it's under Service somewhere.

Yes under service, if the appointment was scheduled it would look like this: