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My Service Experience with Lucid

spicyChicken said:
As rough as my language could be, it really is just rooted in frustration. I hope the wonderful service you have received is what I am able to as well. Waiting patiently.

Does it matter where I bought the car from? Arguing semantics over the level of service is favorable bias. I love Lucid, I am an investor, I have spent many years waiting to own this car. The issues it has is common issues, door seals, door handles not presenting, sensor issue. These are fixable things with a known history. The lying refers to the multiple statements and promises made, and not followed through on.

Jason was really good on his call with me, but none of what he said was followed through on, and this was followed by being ghosted and unserved. I have reached out again to customer service this morning, I have been told that this will be in front of them until I am answered.

I am hopeful, and I really want to own this car forever. I hope I am able.
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The car is still under warranty and presumably has a clear title. So whether you bought it new or used is irrelevant. Lucid is obligated to cover the warranty issues you’ve experienced and the service you’ve received is abysmal. Dismissing this fact or shifting the blame to you because you aren’t the original owner is petty and uncalled for.
 
I had a very similar experience with the Michigan service center, and unfortunately this was not an isolated incident. I had several service issues during my ownership. Calls often went unanswered, and when I left messages, I frequently never received a call back.

The final straw was an issue that required roadside assistance. The first available mobile service appointment they could offer was nearly a month out. Then, on the day of the appointment, they called to cancel and told me they weren’t sure when they would be able to reschedule.

That was incredibly disappointing because Lucid builds a great car. I liked mine enough that I fully intended to purchase another one. But after repeated service problems and the lack of basic communication, I voted with my checkbook. I bought a Tesla and won’t look back.

What concerns me most is the direction of the company. Lucid continues to burn significant cash while seemingly cutting back in critical areas like customer service. If they can’t adequately support the relatively small customer base they have today, how are they going to support additional customers and new models?

It’s a shame because the car itself deserves better. But building a great car is only half the equation. You also have to take care of the customers who bought it.
 
spicyChicken said:
As rough as my language could be, it really is just rooted in frustration. I hope the wonderful service you have received is what I am able to as well. Waiting patiently.

Does it matter where I bought the car from? Arguing semantics over the level of service is favorable bias. I love Lucid, I am an investor, I have spent many years waiting to own this car. The issues it has is common issues, door seals, door handles not presenting, sensor issue. These are fixable things with a known history. The lying refers to the multiple statements and promises made, and not followed through on.

Jason was really good on his call with me, but none of what he said was followed through on, and this was followed by being ghosted and unserved. I have reached out again to customer service this morning, I have been told that this will be in front of them until I am answered.

I am hopeful, and I really want to own this car forever. I hope I am able.
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My car is currently in Coldwater for the half-shaft recall and my one year service. Jason was good to work with, but it was hard to contact anyone there - they do give updates to me over email and text. I knew it would be "1-2 weeks" but I'm at 3.5 weeks now. I do have a loaner, so this has been an ok experience regardless. I had put in another thread on this forum that I would look at my car location with my app occasionally - last night it was at Belle Tire in Coldwater and now it is back at Lucid. I learned one of their techs quit late in July and they are very short staffed - to the point that I'm guessing Belle Tire was doing the tire rotation for them. I think that location wants to do a really good job for customers, but they just don't have enough people on board right now. I wish you better luck in the near future with your issues...
 
To me, service issues and customer service (or lack there of) are the biggest issues with Lucid right now. This problem started at the beginning of the year when Lucid fired a bunch of service related employees (hopefully the person(s) who made that decision has now also been fired). In the six months or so since then the service issues appear to be getting worse rather than better. The number of SCs with issues appears to be increasing, repair times increasing, etc. When I last picked up my Gravity from its most recent 3-4 week service repair, the service manager mentioned that hopefully things would improve with a new SC coming online in Dallas in near future. The problem is that bringing online another few SCs across the country will have very little influence on service wait times, especially with Cosmos pending release. Lucid needs to double service/customer service staff ASAP. I agree that training service techs may take time but customer service (customer facing employees) take much less time to train.

At this point in time, as much as I love driving my Gravity, if it’s lease were to end in the near future, I would most likely return the car, not look at another Lucid lease/purchase and move on to looking at the competition. The competition may be lacking in certain design/tech areas but their customer facing experience is vastly superior.
 
I would buy again
Has everything been perfect, no
I also don’t have any idea as to the previous owner, maybe he got pissed off and that’s why he sold it
I’ve had two major problems
Heater failure, warranty known issue
Drive motor failure, which appears to be connected to issues in the 12 volt system. The must have good power everywhere for all these bits to work

I now wonder how good of a job was spent on cabling and connectors. Not saying it’s a poor job but I’m familiar with he kinds of intermittent gremlin issues that can popup
 
Update:

After the shenanigans of Friday and Monday.

I got reached out today with

“Hello, I apologize for the miscommunication regarding your mobile service appointment. I would like to get this rescheduled as soon as possible. Looking ahead at our schedule, the earliest availability for our mobile technician based out of Louisville is September 14 around noon. If this works for you, please confirm and provide the best address for the appointment. Thank you, and I apologize again for the inconvenience.”

I cannot wait yet another month. Any advise? My car is unusable. And I am THIS close to going and selling it off. I simply don’t have the patience to wait another month to again go through the same level of torture. Please advise.
 
spicyChicken said:
cannot wait yet another month. Any advise? My car is unusable
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Nothing. There’s nothing you can do. Nothing either of us can do. I got a mild update yesterday.

I’m in a same boat, there’s no mobile service, and since they’ve failed to fix my roof 6 times, they want to ship my car to Utah and have a body shop try to do it. My car has now been shipped almost a dozen times, one wheel already had to be replaced and two are damaged from shipping straps, and they won’t buy the car back.

But that’s just the state of Lucid right now.
 
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That's very sad and frustrating...
I didn't get how far you are from the SC, but these are the 2 courses of actions to consider: show up there and demand a solution, hard for them to turn you down in person; escalation to the company's C-Suite... go to the CEO if needed (I did).
 
spicyChicken said:
Update:

After the shenanigans of Friday and Monday.

I got reached out today with

“Hello, I apologize for the miscommunication regarding your mobile service appointment. I would like to get this rescheduled as soon as possible. Looking ahead at our schedule, the earliest availability for our mobile technician based out of Louisville is September 14 around noon. If this works for you, please confirm and provide the best address for the appointment. Thank you, and I apologize again for the inconvenience.”

I cannot wait yet another month. Any advise? My car is unusable. And I am THIS close to going and selling it off. I simply don’t have the patience to wait another month to again go through the same level of torture. Please advise.
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I had cold water reach out again, and Jason did a really good job of owning up and rectifying. Through it all, this has been the one ray of light experience i’ve had so far. A straight answer with an actionable plan.

They will have a tech come this Friday to get the ball rolling and fix any of the issues that are fixable and plan on tackling everything beyond from that point on with at-least my door handles and things that are a pain-point in my day to day use being fixed.

If they do come through and provide the same level of service (not even considering time) throughout this Friday and beyond. I will be content and onboard with the “improvement” Lucid is going through. Hoping for the best.
 
spicyChicken said:
I had cold water reach out again, and Jason did a really good job of owning up and rectifying. Through it all, this has been the one ray of light experience i’ve had so far. A straight answer with an actionable plan.

They will have a tech come this Friday to get the ball rolling and fix any of the issues that are fixable and plan on tackling everything beyond from that point on with at-least my door handles and things that are a pain-point in my day to day use being fixed.

If they do come through and provide the same level of service (not even considering time) throughout this Friday and beyond. I will be content and onboard with the “improvement” Lucid is going through. Hoping for the best.
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That's good to hear, thanks for sharing the update
 
socktucker said:
To Silvio?!? What did you get done? I’m desperate here myself.
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Yep... He directed Erwin Raphael to work with me, what got things rolling to at least get people at Lucid to stop ghosting me. So yes, it worked. YMMV, of course
 
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