New Lucid paid for, was promised delivery but no communication from Lucid

[ARamsdale]

I get the feeling like it's a bandwidth problem, and probably a lack of information coming from internal silos. I see the same few DA names floating around the forums, so that same person is working with (probably) too many pending customers. Compile that with bad or missing internal data, and you have DAs that are probably as frustrated as we are... hopefully they can start getting more information and timely updates out, but customer service can be a death spiral for new(er) companies.

 

[Bunnylebowski]

I get the feeling like it's a bandwidth problem, and probably a lack of information coming from internal silos. I see the same few DA names floating around the forums, so that same person is working with (probably) too many pending customers. Compile that with bad or missing internal data, and you have DAs that are probably as frustrated as we are... hopefully they can start getting more information and timely updates out, but customer service can be a death spiral for new(er) companies.

Yeah I’ve been told each DA is handling more than 100 customers at a time

 

[DADjim]

Final update for today. Call back at 1300 again to see if the delivery manager is finally available. The answer was no. I advised them that I will be tied up as of 1400 and requested a call before that. To her credit, she did call exactly at 1400 which is when I was in another meeting and asked her to call me back asap anytime after 1430. That did not happen and as we are getting to the end of the day I called again and finally spoke to her. Supposedly our car is being shipped to Texas through third party delivery and it " should " arrive by the end of this week and we "should " be able to have it by Sunday. I told her that " should " and " maybe " is not good enough given the lack of communication and prior delays.

In summary Lucid was not willing to provide a firm delivery date. I then asked if Lucid was willing to refund and cancel our order which she agreed to. So I am hoping that Lucid will promptly refund the $165k we paid in good faith on Oct 11 based on the verbal promises made by our delivery advisor at the time!

While the Lucid Air may be a nice car and the specifications are intriguing, given the high price point I expect more and better service with better communication so happy to cancel and buy from a company that is maybe more established.

No hard feelings, Lucid is to be commended on what it has accomplished and I hope that other customers will have a better experience with the order process and future support.

Had a similar experience in April-July. And this was after i was told i would have the car the previous December...then Feb..then well you get the idea. The car came into Goose Island in Chicago, and I was contacted that i should pay..took a week then to get a contract which only arrived after my calls asking where to send the money. Then was told not to sign as there were some quality control issues. Car couldn't be delivered...From my previous post you can see what happened with the finance group but at the end of the day a $100k plus car should not be a pain to buy. Except for one representative, Until the end, they treated me like I should be happy they were talking to me. . Ended up canceling my order and when did I should have shorted the stock...its obvious they have delivery issues and that was reflected in their reduced projections.
Wish them well as it seems like a cool car and i may have walked away from a collector classic but I actually wanted this car to drive and it in order for that to happen they have to be able to deliver them...

 

[DrDirk]

Had a similar experience in April-July. And this was after i was told i would have the car the previous December...then Feb..then well you get the idea. The car came into Goose Island in Chicago, and I was contacted that i should pay..took a week then to get a contract which only arrived after my calls asking where to send the money. Then was told not to sign as there were some quality control issues. Car couldn't be delivered...From my previous post you can see what happened with the finance group but at the end of the day a $100k plus car should not be a pain to buy. Except for one representative, Until the end, they treated me like I should be happy they were talking to me. . Ended up canceling my order and when did I should have shorted the stock...its obvious they have delivery issues and that was reflected in their reduced projections.
Wish them well as it seems like a cool car and i may have walked away from a collector classic but I actually wanted this car to drive and it in order for that to happen they have to be able to deliver them...

Similar to my story. We did our job in good faith, ordered, signed and paid and then the DA ignored my wife and I. She was pretty upset about the lack of care and being passed around from person to person trying to get some information. That's when she asked me to deal with them. We definitely felt the same, that we should be grateful to get a Lucid, that they are great and never once did anybody apologize. So now we are cancelling.

The DA supervisor called yesterday and said they needed to confirm account info. Which we did yesterday so we will see when we get our refund.

Timeline. Originally ordered about 3 months ago. Paid in full on Oct 11. Requested cancellation with DA supervisor on Oct 18. Will let you know when we receive our funds back.

 

[moytoyx]

Similar to my story. We did our job in good faith, ordered, signed and paid and then the DA ignored my wife and I. She was pretty upset about the lack of care and being passed around from person to person trying to get some information. That's when she asked me to deal with them. We definitely felt the same, that we should be grateful to get a Lucid, that they are great and never once did anybody apologize. So now we are cancelling.

The DA supervisor called yesterday and said they needed to confirm account info. Which we did yesterday so we will see when we get our refund.

Timeline. Originally ordered about 3 months ago. Paid in full on Oct 11. Requested cancellation with DA supervisor on Oct 18. Will let you know when we receive our funds back.

Sad to hear stories like this. Good luck with the refund.

 

[Okie]

I just joined and posted my delivery problem from West Palm. Sounds like I am not the only guy who paid for a car he can’t seem to get delivered. Left hand definitely does not know what the right hand is doing.

 

[tdub59]

Hi DrDirk,
I'm still waiting to drive mine for the first time and I took delivery on 9/27. Different senario for me. I worked with David out of FL and he always answered the phone or called me right back. My car was in FL for a week and they shipped when they said and I had the car a week after paying for it. That's when things went south for me. Could not get anyone to return my calls about fixing the issues with the car until over 2 weeks later when it was transferred to Richard out their VA service center. He did the same thing for BMW for 15 yrs before coming to Lucid and this guy is "pushing the string" as hard as he can. They are picking up my car next Wednesday from the detailer's where it's been since delivery on 9/27. I've been paying insurance since 09/27 and my hope is that the car will finally be back to the detailer so he can finish it by 11/4. As an aside if you're interested in a GTP mine's for sale!

 

[Steveinarizona]

From this thread it definitely sounds like there are responsive and unresponsive folks at Lucid. I feel fortunate that I live just about 11 miles from a Lucid Service Center so I can always simply drive there if necessary.

 

[ARamsdale]

Allegedly, they are down to only a few backed up cars in west palm, so my DA was putting in a truck order to schedule delivery for this coming Wednesday. He *thinks* it will pass PDI over the weekend.

Feels like groundhogs day, so we’ll see…

 

[joec]

Allegedly, they are down to only a few backed up cars in west palm, so my DA was putting in a truck order to schedule delivery for this coming Wednesday. He *thinks* it will pass PDI over the weekend.

Feels like groundhogs day, so we’ll see…

Hope this time is the charm for you. Fingers crossed.

 

[Lady_LCID]

Hope this time is the charm for you. Fingers crossed.

I hope so too! Fingers and toes crossed.

 

[DrDirk]

Today we received our refund wire back into our account. While even last week the communication was slow, to Lucid's credit, they did refund us today. So our Lucid story unfortunately ends here. I still think the car and company has potential and on paper it is the best electric car for what we would want.

Unfortunately we may be the wrong type of buyer for the company at this stage. Neither my wife or I are true " car guys" to the point where we would want to put up with a less than perfect experience during the purchase process or the initial ownership. While this would be a dream car, the process has to be smooth and professional. That part we did not get.

Maybe we will consider a Lucid in the future. For now we will reevaluate and see what else we can buy. Maybe another Tesla, maybe a Mercedes EQS are probably more established options. Buying a 165k car should be like checking into the Ritz. At least that's what we were hoping. Will be watching the forum to see how Lucid's service and support as well as initial quality experience develops.

 

[hydbob]

Today we received our refund wire back into our account. While even last week the communication was slow, to Lucid's credit, they did refund us today. So our Lucid story unfortunately ends here. I still think the car and company has potential and on paper it is the best electric car for what we would want.

Unfortunately we may be the wrong type of buyer for the company at this stage. Neither my wife or I are true " car guys" to the point where we would want to put up with a less than perfect experience during the purchase process or the initial ownership. While this would be a dream car, the process has to be smooth and professional. That part we did not get.

Maybe we will consider a Lucid in the future. For now we will reevaluate and see what else we can buy. Maybe another Tesla, maybe a Mercedes EQS are probably more established options. Buying a 165k car should be like checking into the Ritz. At least that's what we were hoping. Will be watching the forum to see how Lucid's service and support as well as initial quality experience develops.

Thank you for sharing your story as I'm sure it will be used to improve the process for future owners. Hope to see you back here one day as an owner!

 

[ARamsdale]

Update on my situation: Reached out to my DA early this week to get an update if we were still on for the proposed Wednesday delivery, he finally got back to me on Tuesday and said he could have the car to me by Thursday. At this point, they seemingly got everything scheduled, and I was suddenly in the hands of a new person - Evelina.

She was very communicative, spoke with her on Tuesday regarding setting the delivery timeframe, and then called today and said the delivery driver could drop off the car tonight if I wanted! So of course I said yes, and at 9:30p, my Lucid arrived! Unloaded, brief (but dark) walkaround, and off he went. My delivery specialist is literally flying in and arriving in Atlanta at 7a and coming directly to my house, and I presume heading home after that?

They seemed to be MUCH more lenient than some of the stories I've read on the forums here about "parking" the car until the specialist can arrive to do the proper handoff. Evelina did inquire about my experience with EVs, so maybe it's based on their comfort with how they think you will do on your own? Also interesting - the car came pre-installed with 2.0.13, and have 2.0.14 waiting to install as I sit here at an EA station.

All in all, very happy with the car. The final-mile experience from a communication standpoint was phenomenal.

 

[Drendino]

Today we received our refund wire back into our account. While even last week the communication was slow, to Lucid's credit, they did refund us today. So our Lucid story unfortunately ends here. I still think the car and company has potential and on paper it is the best electric car for what we would want.

Unfortunately we may be the wrong type of buyer for the company at this stage. Neither my wife or I are true " car guys" to the point where we would want to put up with a less than perfect experience during the purchase process or the initial ownership. While this would be a dream car, the process has to be smooth and professional. That part we did not get.

Maybe we will consider a Lucid in the future. For now we will reevaluate and see what else we can buy. Maybe another Tesla, maybe a Mercedes EQS are probably more established options. Buying a 165k car should be like checking into the Ritz. At least that's what we were hoping. Will be watching the forum to see how Lucid's service and support as well as initial quality experience develops.

My first reaction to reading this is that you might have been punishing yourself for someone else’s bad behavior by cancelling. However, if you are not really “car guys” I can see how that experience ultimately spoiled the purchase.

My folks aren’t that into cars but also have a GT. Some of the smaller early adopter inconveniences bothered them more than me because I’m more focused on the amazing performance and vibe of the car, where they could probably be just as happy in their Mach E. I can’t imagine that the Tesla buying experience will be any better, but Mercedes is always good for offering white glove service.

 

[Tesla2.0]

We ordered and paid for our new Lucid as of Tuesday last week. Were promised a Sunday delivery and supposedly communication from the Houston Delivery team by Friday. Finally Saturday a lady called from her car and told us the car is in California, even though we were told initially it was in Phoenix and should have been in Houston by Friday the latest.

Since then we have tried to text and call to get clarification and speak to a delivery supervisor but as of 10AM Tuesday no response either by phone email or text.

Hope everyone else has a better experience! Looking forward to a more positive review when or if we ever get out new $165k car!

I too was frustrated at pre-delivery process communication, but marveled at post-delivery concierge service.

I see several points of failure here for unintended consequences.

- National truckers shortage in supply chain
- Order delivery mess up but have to wait long time to reassign trucking delivery. (Unknown)
- Lucid all the sudden produces faster than cars can hold in their limited parking lots so they have to time the funding.
- Delivery Advisors in different regions all tied up with overwhelming delivery and service calls.
- UX20 deployment month with anxious owners flooding their DA and SC with requests.

It’s a shame, this is a marvelous car and best driving experience out there; but delivery and communication is just not stellar at this point. I know Lucid is extremely CONSERVATIVE in relaying uncertain information thus inflame potential owners in frustration. I understand what you have to do in your shoes and what is right for you. And Lucid business development team can learn from this thread to improve their process of tackling their future hiccups.

I hope one day you may come back to our Air owners circle and share good news. We, owners just passionate about this car that words cannot fully describe those feelings.