I’m seeing so many negative comments about service that I figured I should share my experience. Hopefully it helps balance out the algorithm, because when people researching Lucid only see negative service stories on these forums, I think it can unnecessarily scare potential buyers away.
So, a few months ago in May, I road-tripped my 2024 Lucid Air RWD from Phoenix, AZ, to Houston, TX. The trip there was great, smooth drive, no charging issues, and no problems at all.
I had already scheduled a service appointment in Houston to address a couple of minor issues and get a second opinion on the cooling system fans and how loud they were. Like everyone knows, service times are long right now. They had a loaner available for me, kept my car for about a week and a half, fixed the minor issues, and told me the coolant noises I was hearing were normal.
I picked up the car, and about three days later, on a Sunday, of course, I got the dreaded Rear Drive Unit System Failure related to the recall.
Now, this is where I think context matters.
Because it was Sunday, I called the main service line. They contacted a tow truck and arranged a Lyft to get me back to my destination. The following Monday, the Houston service center arranged another rental car for me so I could drive back to Phoenix. Obviously, getting parts and replacing a drive unit takes time.
A few weeks later, they had the car repaired and shipped it all the way back to my house in Phoenix, over the weekend no less. They also reimbursed me for the gas costs from the weeks I had the rental car. I’ve heard that’s not necessarily standard, so I definitely appreciated them doing that.
Did it suck being without my car for several weeks? Absolutely.
Was I frustrated and wanting updates constantly? Of course. But they did update me when actual work was being performed, we as humans and consumers just like the idea of constant reassurance on something we have spent money on and that is understandable.
But looking back at the entire experience, Lucid did everything they reasonably could to accommodate me. They got me transportation when I was stranded, provided a rental so I could get home, repaired the vehicle, shipped it back to me, and reimbursed my fuel costs.
Compare that to my brother, whose Silverado spent six months in a dealership service department for a transmission issue that GM already knew about, and the dealership didn’t even want to provide him a loaner.
More recently, I noticed that the handle on my trunk floor divider had come undone, and I also had some peeling of the material on my steering wheel. (All car companies: can we please have people who use lotion or other skin products test the materials you put in cars?!
)
I called Lucid about it, and they got back to me the same day and scheduled mobile service to come to my house the following week.
So, am I disappointed that my car has needed service? Sure.
Am I so upset with Lucid that I feel the need to bash the company every chance I get? Absolutely not.
In fact, my experience has been the opposite. They have gone above and beyond to accommodate me, and I recognize that Lucid is still a relatively young car company that is learning and improving through every customer interaction.
If you’re considering buying a Lucid, I would absolutely say go for it, but go in with realistic expectations. Right now, if you have a significant issue, it may take a few weeks to get everything resolved while Lucid continues ramping up its service infrastructure. That won’t change overnight, but I think we’re going to see significant improvements over the coming months.
I also recently attended a Lucid owners event, and one thing that stood out to me was how many employees mentioned that Silvio is very focused on improving current customer satisfaction. It wasn’t just executives saying this. I spoke with local service employees as well, and they seemed genuinely optimistic about the changes happening within the company.
Anyway, hopefully this helps someone who is researching Lucid.
Is everything perfect? No.
Is Lucid service currently where it needs to be? No.
But based on my experience, the idea that Lucid is going to leave you stranded with no support or refuse to service your car is simply not my experience at all.
I’d rather share the good AND the bad so people can make an informed decision.
So, a few months ago in May, I road-tripped my 2024 Lucid Air RWD from Phoenix, AZ, to Houston, TX. The trip there was great, smooth drive, no charging issues, and no problems at all.
I had already scheduled a service appointment in Houston to address a couple of minor issues and get a second opinion on the cooling system fans and how loud they were. Like everyone knows, service times are long right now. They had a loaner available for me, kept my car for about a week and a half, fixed the minor issues, and told me the coolant noises I was hearing were normal.
I picked up the car, and about three days later, on a Sunday, of course, I got the dreaded Rear Drive Unit System Failure related to the recall.
Now, this is where I think context matters.
Because it was Sunday, I called the main service line. They contacted a tow truck and arranged a Lyft to get me back to my destination. The following Monday, the Houston service center arranged another rental car for me so I could drive back to Phoenix. Obviously, getting parts and replacing a drive unit takes time.
A few weeks later, they had the car repaired and shipped it all the way back to my house in Phoenix, over the weekend no less. They also reimbursed me for the gas costs from the weeks I had the rental car. I’ve heard that’s not necessarily standard, so I definitely appreciated them doing that.
Did it suck being without my car for several weeks? Absolutely.
Was I frustrated and wanting updates constantly? Of course. But they did update me when actual work was being performed, we as humans and consumers just like the idea of constant reassurance on something we have spent money on and that is understandable.
But looking back at the entire experience, Lucid did everything they reasonably could to accommodate me. They got me transportation when I was stranded, provided a rental so I could get home, repaired the vehicle, shipped it back to me, and reimbursed my fuel costs.
Compare that to my brother, whose Silverado spent six months in a dealership service department for a transmission issue that GM already knew about, and the dealership didn’t even want to provide him a loaner.
More recently, I noticed that the handle on my trunk floor divider had come undone, and I also had some peeling of the material on my steering wheel. (All car companies: can we please have people who use lotion or other skin products test the materials you put in cars?!
)I called Lucid about it, and they got back to me the same day and scheduled mobile service to come to my house the following week.
So, am I disappointed that my car has needed service? Sure.
Am I so upset with Lucid that I feel the need to bash the company every chance I get? Absolutely not.
In fact, my experience has been the opposite. They have gone above and beyond to accommodate me, and I recognize that Lucid is still a relatively young car company that is learning and improving through every customer interaction.
If you’re considering buying a Lucid, I would absolutely say go for it, but go in with realistic expectations. Right now, if you have a significant issue, it may take a few weeks to get everything resolved while Lucid continues ramping up its service infrastructure. That won’t change overnight, but I think we’re going to see significant improvements over the coming months.
I also recently attended a Lucid owners event, and one thing that stood out to me was how many employees mentioned that Silvio is very focused on improving current customer satisfaction. It wasn’t just executives saying this. I spoke with local service employees as well, and they seemed genuinely optimistic about the changes happening within the company.
Anyway, hopefully this helps someone who is researching Lucid.
Is everything perfect? No.
Is Lucid service currently where it needs to be? No.
But based on my experience, the idea that Lucid is going to leave you stranded with no support or refuse to service your car is simply not my experience at all.
I’d rather share the good AND the bad so people can make an informed decision.
