Proposed OTA Process Change...

[Buffalo Bob]

Here's something that I think would be great... Since Lucid clearly has the ability to send out email 'blasts', I suggest that they consider sending two blasts with each OTA update.

On the day an update is released, they send out a blast with a note akin to the following: "Lucid is pleased to announce that we have just begun the roll out of OTA X.Y.Z. We expect that it will take us approximately ZZ days to complete this roll out. Lucid will send out another email when we believe the roll out is complete. If you have not received the update upon receipt of that completion email, please contact customer service."

If any given OTA only applies to certain vehicles and/or certain countries, this should be noted in the email. (If possible, the email blast might even be limited to only those who need it.) Lucid may or may not also elect to state details on what changes the OTA update includes, and any hardware change requirement, as was the unusual case in the last roll out.

Wouldn't this easily save a ton of angst for those people who are wondering where their OTA update is, and whether or not they have not received it due to some sort of distribution problem? Just imagine how many fewer calls customer service would have to deal with if people categorically knew that they were still in the queue. (BTW, if they did not even receive the initial email, they would know there was a problem early on.)

I can't see a downside to this...

 

[ken43]

Here's something that I think would be great... Since Lucid clearly has the ability to send out email 'blasts', I suggest that they consider sending two blasts with each OTA update.

On the day an update is released, they send out a blast with a note akin to the following: "Lucid is pleased to announce that we have just begun the roll out of OTA X.Y.Z. We expect that it will take us approximately ZZ days to complete this roll out. Lucid will send out another email when we believe the roll out is complete. If you have not received the update upon receipt of that completion email, please contact customer service."

If any given OTA only applies to certain vehicles and/or certain countries, this should be noted in the email. (If possible, the email blast might even be limited to only those who need it.) Lucid may or may not also elect to state details on what changes the OTA update includes, and any hardware change requirement, as was the unusual case in the last roll out.

Wouldn't this easily save a ton of angst for those people who are wondering where their OTA update is, and whether or not they have not received it due to some sort of distribution problem? Just imagine how many fewer calls customer service would have to deal with if people categorically knew that they were still in the queue. (BTW, if they did not even receive the initial email, they would know there was a problem early on.)

I can't see a downside to this...

I like your idea

 

[Buffalo Bob]

Three hours in, and only three indications of support for the initial note (2 positive Emojis and one reply). Given that assorted complaints get hundreds of responses, I guess this must NOT be viewed as a good idea after all.

 

[Andretex]

Or it means its the middle of a work day and most of us are working and not checking the forums.

 

[Buffalo Bob]

Or it means its the middle of a work day and most of us are working and not checking the forums.

Yeah... but I neglected to mention the 10% view to response ratio. Hardly a mandate based on that!

 

[MGRMLN]

Communications is Lucia’s biggest challenge. Though I will say, other manufacturers minus Tesla, do not communicate with owners hardly at all.
I feel like since we have a few folks on this this forum who actually work at Lucid, many of our suggestions might have a much more direct path to be heard.
I like the email idea.

 

[californiaboy935]

Great idea, I like to think having an opt in or opt out button on the pilot screen would be good to start off with. I know a lot of people who get annoyed with emails and this may be the clientele that Lucid is going after.

If that’s the case having an opt in would eliminate that, or a clear unsubscribe process, then it would allow the rest of us to receive updates without being pestered.

Any large corporation is going to be weary of overusing the direct email system; simply by being perceived as spam, or being sorted as such via Gmail their delivery rates and thus customer engagement can shift dramatically.

But I digress, amazing idea. I just got home to find the 2.6.0 update waiting and took 1.3 hrs X 2 cars, would have been nice to start remotely!! Or be informed, rather than just through the forums.

 

[borski]

I just got home to find the 2.6.0 update waiting and took 1.3 hrs X 2 cars, would have been nice to start remotely!! Or be informed, rather than just through the forums.

You should’ve gotten a push notification for the update. Did you not?

 

[californiaboy935]

You should’ve gotten a push notification for the update. Did you not?

Nope, nothing on my end. Notifications are turned on too...I just double-checked...

 

[TakeDuo]

Nope, nothing on my end. Notifications are turned on too...I just double-checked...

These are on in the app itself? Not just notifications in iOS?

 

[californiaboy935]

View attachment 26421
These are on in the app itself? Not just notifications in iOS?

Confirmed, yet none arrived.

 

[borski]

P.S. I like this idea

 

[borski]

Confirmed, yet none arrived.

Weird! That’s definitely unusual.

 

[knewman]

I like this idea, kind of surprised Lucid doesn't already do this.

On top of that, I'd propose a user testing program akin to Microsoft's Insiders program. Offer to discerning enthusiasts the option to install updates before the general populace, owners who wouldn't mind going through the 2.6.0 bugs and then let Lucid put their best foot forward with 2.6.1 for the rest of the owners. I get the feeling this is what they're already doing, except it's a dice roll as to who they're testing with rather than an opt-in.

 

[Golfhack]

I like the email idea!