Nightmare Edition, What Terrible Support Looks Like

[Palagius]

It's pretty important to watch the attached video (with sound on!!) to get how infuriating this is. Sequence of events:
- 9/10, mobile service comes to fix an inoperable door handle, passenger rear
- That "fix" introduced the attached behavior
- Leave messages (plural!) with local service center, zero return calls
- 9/20, send an email to "customer service" after receiving a service feedback survey
- 10/13 (note the interval) "customer service" responds that someone will call me
- 10/14, someone calls me, casually tells me they can look at the car on January 5

Watch the video. I'm supposed to just deal with the above for a further number of months after they introduced the problem. I was better off simply having a rear door handle that did not work most of the time. Error message cheerfully says to schedule an appointment with the Ludic App... as though that has ever worked. Never once has the app shown me a potential appointment, and of course, it shows you that there are no appointments available *after* you arduously spend time inputting details about your problem.

And I am reasonably certain I communicated to the individual who called me how substantial a problem this is.

I'm confident there are well-intentioned people within Lucid that want the ownership experience to not be a nightmare. But they clearly are not being afforded the resources to make that possible. For my part, I think signing up and waiting a year to get a Dream Edition car indicates both a desire for the company and products to succeed and a willingness to take a chance on a young company's sophomore outing. But this is completely appalling. That goodwill has been so far squandered I do not even have the words to describe it--and I am reasonably literate.

I would encourage any prospective buyer to look at the attached video and evaluate his/her comfort level with the idea that the company says that is a problem that can wait months to be fixed. On what is allegedly (perhaps the Air Sapphire notwithstanding) their premier product offering--the Gravy Dream Edition.

Now with the context above, try to imagine their automated survey cheerfully asking me how likely I am to recommend Lucid to a friend or colleague after my service. In what universe would I do that?

 

[audiojerry]

This is very troubling information, and I can't imagine why Lucid would be allowing this to happen without quickly trying to address it and reaching out to you to try to make things right. It provides further indication that Lucid is planning to throw in the towel. After receiving excellent response and service in my first 18 months, my August appointmet for service resulted with me not having my car for over 3 weeks while waiting in the service queue.

Where are you located and how far are you from the service center? Would it be possible for you to drive there and speak directly to the service manager and try escalate the issue for immediate service?

 

[Palagius]

I'm local-ish to the Virginia SC in Tysons Corner. It would eat a couple of hours from my day to go over there uninvited. I have considered doing that but I mostly just have fatalism about it. It's not like they can manufacture more service center capacity and I presume there are thousands of other owners with comparable levels of anger and vehicular impairment. I don't think they view it as "a safety issues" per se. The door doesn't actually flap open or anything--indeed often it cannot be opened from the outside.

 

[borski]

I'm local-ish to the Virginia SC in Tysons Corner. It would eat a couple of hours from my day to go over there uninvited. I have considered doing that but I mostly just have fatalism about it. It's not like they can manufacture more service center capacity and I presume there are thousands of other owners with comparable levels of anger and vehicular impairment. I don't think they view it as "a safety issues" per se. The door doesn't actually flap open or anything--indeed often it cannot be opened from the outside.

I understand your frustration. That said, they may be able to hold on to your vehicle and provide you with a loaner during that time, since this is a very very annoying way to drive.

So consider calling them and asking for a loaner during the time until they fix the issue.

 

[parkd]

I continue to avoid a service appointment with Lucid for just this reason. Between how challenging it is to get appointments, the enormous amount of time they keep the car, and the uncertainty that problems aren’t made worse, I will keep crossing my fingers and toes I don’t need to bring it in. Heck, I haven’t even folded down the second row yet in 10 months out of fear of introducing the squeak from under those seats. Otherwise…love the car.
The service issues need to be a visible priority for the company. It feels like it is getting worse, not better. Tesla was pretty terrible early on in the Model 3, but not this bad.