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Service center Response time seems to only be getting worse :( (Chicago Goose Island Service Center in this case) anyone else?

chris

chris

Active Member

Verified Owner
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Location
Mount Prospect, IL
Cars
2023 Lucid Air Pure AWD
Referral Code
KDGO18C2
I don't know if they are simply that overwhelmed but for 2 days in a row, I asked for a callback and then at the end of the day got an automated call about no one being available to return my call. Day 3 now I'm trying to get someone to 'call me back' and each day I call 1st thing in the morning.

Meanwhile I get 'offers' to trade in my Air for a Gravity.

Um, I love my Air but complete lack of response from service isn't good at all. I shouldn't have to call every day, waiting all day for a call back that never happens!

Am I the only one experiencing this issue?
 
socktucker said:
“Operational reset”
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meaning what exactly? This tells me absolutely NOTHING

EDIT: I googled and it says:

Key Pillars
    • Customer & Quality: Focus on deliberate execution over rushed product rollouts.

^ Not speaking to customers to schedule an appointment for a warranty issue for an existing customer isn't exactly focusing on the customer & quality from my perspective!
 
Last edited:
chris said:
meaning what exactly? This tells me absolutely NOTHING

EDIT: I googled and it says:

Key Pillars
    • Customer & Quality: Focus on deliberate execution over rushed product rollouts.

^ Not speaking to customers to schedule an appointment for a warranty issue for an existing customer isn't exactly focusing on the customer & quality from my perspective!
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There's also a key pillar around cost & cash. And therein lies the rub with the plan. It will be very difficult to accomplish one objective without compromising another. It puts a premium on determining priorities and execution.
 
chris said:
I don't know if they are simply that overwhelmed but for 2 days in a row, I asked for a callback and then at the end of the day got an automated call about no one being available to return my call. Day 3 now I'm trying to get someone to 'call me back' and each day I call 1st thing in the morning.

Meanwhile I get 'offers' to trade in my Air for a Gravity.

Um, I love my Air but complete lack of response from service isn't good at all. I shouldn't have to call every day, waiting all day for a call back that never happens!

Am I the only one experiencing this issue?
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It boggles my mind, how hard is it to get someone to call back a customer within 24hrs? It’s such a simple fix. What’s up Napoli?
 
gaskiller said:
It boggles my mind, how hard is it to get someone to call back a customer within 24hrs? It’s such a simple fix. What’s up Napoli?
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LMK what he says
 
Luci service is non-existent. My Gravity has been in the service center in Roswell for over a month. It sat there for two weeks without being touched and no one from service has been proactive in ANY way. Several calls to service resulted in absolutely NOTHING but lies. Every call for status is fruitless as they keep coming up with new excuses and broken promises. Anyone who has a Lucid should seriously consider getting rid of it. I, for one, will NEVER recommend a Lucid to anyone. Good luck getting your issue resolved. You'll need it.
 
mlaviano said:
Luci service is non-existent. My Gravity has been in the service center in Roswell for over a month. It sat there for two weeks without being touched and no one from service has been proactive in ANY way. Several calls to service resulted in absolutely NOTHING but lies. Every call for status is fruitless as they keep coming up with new excuses and broken promises. Anyone who has a Lucid should seriously consider getting rid of it. I, for one, will NEVER recommend a Lucid to anyone. Good luck getting your issue resolved. You'll need it.
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About three weeks ago during my visit to Roswell for a test drive, I was told that Roswell was in the process of hiring more staff. The statement "in the process" could mean many things, but perhaps your Roswell sales contact can render some assistance.

As an aside, I'm not sure how helpful it is to you or anyone else by asserting that someone is lying to you without providing supporting details.
 
bcjenkins said:
About three weeks ago during my visit to Roswell for a test drive, I was told that Roswell was in the process of hiring more staff. The statement "in the process" could mean many things, but perhaps your Roswell sales contact can render some assistance.

As an aside, I'm not sure how helpful it is to you or anyone else by asserting that someone is lying to you without providing supporting details.
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The fact that the narrative changes every time I call is indicative of lying.
 
bcjenkins said:
About three weeks ago during my visit to Roswell for a test drive, I was told that Roswell was in the process of hiring more staff. The statement "in the process" could mean many things, but perhaps your Roswell sales contact can render some assistance.

As an aside, I'm not sure how helpful it is to you or anyone else by asserting that someone is lying to you without providing supporting details.
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mlaviano said:
Luci service is non-existent. My Gravity has been in the service center in Roswell for over a month. It sat there for two weeks without being touched and no one from service has been proactive in ANY way. Several calls to service resulted in absolutely NOTHING but lies. Every call for status is fruitless as they keep coming up with new excuses and broken promises. Anyone who has a Lucid should seriously consider getting rid of it. I, for one, will NEVER recommend a Lucid to anyone. Good luck getting your issue resolved. You'll need it.
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I work literally down the street from the Roswell service center and often take people to go do test drives who are curious.

Last time I was there, they seemed full of vehicles waiting to be serviced and I only saw one or two tech guys walking around. Everyone was friendly enough as usual but you can tell morale and overall staff has been really cut down over time. I do feel sympathy for them but completely understand the frustrations expressed by the owners here. Not a great situation overall.
 
I am happy to report I've got a Mobil tech appointment for Tuesday everyone.

This wasn't a critical issue but my fear is what if I was on the side of the road somewhere with no one in service to even answer the phone or call back. That automated message calling me back at the end of the day saying no one was available to call me was disturbing. Worse was the fact that when I called back the next day, my 'record' of calling was gone and my queue in line started all over again. They need to do better with response along with place in line I really hope they figure it out soon!

Now the last time I was in service my car did sit for almost 3 weeks parked outside (while their loaner was parked in our garage away from the elements) before it was even brought in for service. They really do need to improve their queue to not have something sit more than 2 or 3 days at most before it's actually worked on. It was the 1st time I had such a long wait before my car was worked on and this was with an appointment!

And once again, let me reiterate that after over 3 years I still do love my Lucid Air and hope to keep it long term. I'm looking forward to improved service center response though (like it was in the beginning when I 1st bought my car).
 
My seal was replaced yesterday by mobil tech who happened to be excellent on communication so this has been resolved. Hopefully the rest of you will have improved service when needed as well. Thanks.
 
gaskiller said:
Takes time to improve service that was gutted by last interim CEO
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Between 20 Aug and 14 Sep, I sent four emails to Customer Care. In each case, I immediately received the expected auto-response that said someone would reach out to me as soon as possible.

Crickets.

My assumption was that the Customer Care team was probably overwhelmed and doing the best they can given the events you mentioned. (Further, none of my topics were of an urgent nature.)

Today, in quick succession, I received email responses (with apologies) to three of my four emails.

I take this as a positive sign that teams are regaining their footing and working on that improvement.
 
bcjenkins said:
Between 20 Aug and 14 Sep, I sent four emails to Customer Care. In each case, I immediately received the expected auto-response that said someone would reach out to me as soon as possible.

Crickets.

My assumption was that the Customer Care team was probably overwhelmed and doing the best they can given the events you mentioned. (Further, none of my topics were of an urgent nature.)

Today, in quick succession, I received email responses (with apologies) to three of my four emails.

I take this as a positive sign that teams are regaining their footing and working on that improvement.
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Dept Head of Customer Care was laid off 6months ago.

Most likely they are re-building and re-staffing.
 
Well I'm nowhere near ready to bail on my Lucid Air that I still love FWIW. I just hope to see improvement at the service center sooner rather than later at this point.
 
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