Service Experience - Millbrae

[WildRide47]

And a few negative posts always gets traction while the thousands of happy customers don't. I've NEVER had a bad experience with Lucid service. You can't expect every single service to be without faults. That is not realistic.

Porsche does worse....

https://www.reddit.com/r/Porsche/comments/1iic5xv/story_time_does_anyone_else_have_any_bad_porsche

So you are saying that it is not realistic for me to be annoyed that after 5 months and I still have not gotten the touch up paint that I was promised and I should just accept that. I absolutely do not expect every service to be without faults. Either you are not being realistic or have the patience of a saint. Saying Porsche does worse does not make it right(and after owning 5 Porsches in my lifetime, I can assure you I would not have to wait 5+ months even if the touch up paint was hand carried over from Germany on a sailboat.

 

[borski]

You ask what I am talking about. The service center agreed that they or the transport company they used were responsible for the scratch on my door handle and they agreed to send me the appropriate touch up paint to take care of the problem. Not sure what you don't understand. It's been over 5 months, and I was told on more than one occasion that they have ordered it and I would get it as soon as they received it. And yet I am still waiting 5 months later.

I see; I thought you were complaining you had ordered it from the store and it hadn’t arrived in 5 months. I have ordered and received within that window, hence why I asked what you were talking about.

I wound just pony up the $45 and ask them to reimburse me if I were you, but up to you.

 

[WildRide47]

I see; I thought you were complaining you had ordered it from the store and it hadn’t arrived in 5 months. I have ordered and received within that window, hence why I asked what you were talking about.

I wound just pony up the $45 and ask them to reimburse me if I were you, but up to you.

I have no problem with your suggestion, but I was told the following in July. Since I was informed the Zenith Red paint was not available and on back order I accepted what they told me. See their response below.

"We definitely have not forgotten about you. Due to staff shortages and the backorder of Zenith Red touch up paint, we have not been able to make a trip to the Oregon area nor have we received any touch paint pens. However; I was informed by our parts advisors that we are expecting a shipment of paint pens next week."

That was in July and total 5 months waiting. Still have not received a reply from my latest correspondence.

 

[borski]

I have no problem with your suggestion, but I was told the following in July. Since I was informed the Zenith Red paint was not available and on back order I accepted what they told me. See their response below.

"We definitely have not forgotten about you. Due to staff shortages and the backorder of Zenith Red touch up paint, we have not been able to make a trip to the Oregon area nor have we received any touch paint pens. However; I was informed by our parts advisors that we are expecting a shipment of paint pens next week."

That was in July and total 5 months waiting. Still have not received a reply from my latest correspondence.

I hear you. Sounds annoying, but I’d still be proactive about it.

 

[WildRide47]

I hear you. Sounds annoying, but I’d still be proactive about it.

I usually am proactive, but I took them at their word when they said the paint was unavailable and they would send it to me when they received it. There was no reason for me to doubt what they were saying and do anything else. Now that I know that the touch up paint is in stock, of course I will follow up on this. The $45 amount is inconsequential to me. It was the fact that if I was told differently I could have ordered it myself and avoided what should have been a minor mishap(scratching my car's door handle while being serviced). Instead this dragged on unnecessarily for months and left a sour taste in my mouth. This all could have been avoided in the first place.

 

[gaskiller]

Thank you, but Lucid promised to send me the touch up paint without charge as they were responsible for the scratch. Waiting over 5 months now.

I would have just bought it, and moved on. It would bother me a lot to look at that scratch for so long. Worth the $45 instead of standing on principle waiting half a year. But if you prefer waiting, I understand.

 

[WildRide47]

I would have just bought it, and moved on. It would bother me a lot to look at that scratch for so long. Worth the $45 instead of standing on principle waiting half a year. But if you prefer waiting, I understand.

I would have just bought it, and moved on. It would bother me a lot to look at that scratch for so long. Worth the $45 instead of standing on principle waiting half a year. But if you prefer waiting, I understand.

I was told that they were out of stock and the paint was unavailable and that they were waiting to receive a new shipment. If I knew they had it of course I would have bought it months ago. And no I would I would not prefer waiting if I knew that what I was told was false.

 

[WildRide47]

I was told that they were out of stock and the paint was unavailable and that they were waiting to receive a new shipment. If I knew they had it of course I would have bought it months ago. And no I would I would not prefer waiting if I knew that what I was told was false.

It would be nice if Marqui is watching this thread to go ahead and have the touch-up paint sent directly to me. After all, I assume her job is to facilitate any problems and this problem is so easy to fix. Yes, I can do it myself and will if needed, but word of mouth is going to sell these cars. So why have a disgruntled owner who has waited 5 months for no reason. As the expression goes, let's turn a lemon into lemonade and make a happy owner. And not just for me. I would hope that Lucid would go out of its way for all the Lucid owners for whatever problem. I hate to see any owners bad mouthing this car for things that can easily be fixed but aren't for whatever reason.

 

[socktucker]

After the 2.8.0 update my app stopped working, my car stopped starting charges on a schedule and only some speakers were working. When I called up they had no answers except to schedule a service a month out, that's today. When I called they offered no support, no trouble shooting and it was only after talking to another owner that I realized the audio could be fixed with a system reset (which I did and it worked). Today is the mobile service appointment - I booked the service for 1:30. at 1:01 they tell me they will be here at 2:15. At 1:06 they send me a docusign doc (no one mentioned needing to sign a doc before service, good thing I had a second to check my phone) and then at 1:13 they tell me I need to resign the latest doc with accurate mileage (didnt notice but the first doc had mileage - for a 2 month old car - at 41k miles). I immediately responded and said i dont have an updated doc to sign. No response.

This service experience is a joke for a luxury car - I already arranged my schedule to be available at the original time and now I need to re-juggle meetings because they pushed it out, just before the service window. Love the car but if this is how Lucid supports it's products I will be trying another brand when the lease is up.

P.S. When i asked if I could let someone know that having the service a month+ out was not ideal I was told "dont you guys have like a forum or something? put it there". Truly abhorrent.

When I had my Mercedes the service dept smacked my door in the post on their lift. Took a week to fix. While there, they left a rag in the intake of a new S Class and blew the guys engine. Cost them $36,000 to replace.

When I had my Lexus the dealer literally lied constantly to the point I had to get Toyota Finacials legal department involved. They did nothing to the dealer.

When I had a Range Rover it was a piece of shit from day one a their service was really a nightmare. Constantly broken. When I asked their service department is this common for Range Rover’s they laughed and said we drive a Acura.

When I had an infinity Q 50 red sport, it broke down all the time turbo’s blew out constantly infinity was an absolute monster to deal with, and I had to get a lawyer involved and eventually had to lemon it.

When I had a Tesla, the carbon fiber wing fell off the back of it and they said that’s normal then they just glued it back on, but when they glued back on, they damaged the paint and use too much glue so now it sticks up and get leaves underneath it. When I pointed out that the door hinges in my blue Tesla were white with blue spray paint kinda on them they said that they only paint the insides of the hinges on some of the cars and not all the cars wouldn’t do anything about it. The brake pedal rattles constantly but Tesla will only replace it if you live in Europe because they were legally forced too.

Lucid accidentally dented the trunk of my new car right before I was to sign for it. So they gave me a different one with $7500 in more options for roughly the same price, and a check for $1000 as goodwill.

So yeah, Lucid is better than most.

 

[WildRide47]

When I had my Mercedes the service dept smacked my door in the post on their lift. Took a week to fix. While there, they left a rag in the intake of a new S Class and blew the guys engine. Cost them $36,000 to replace.

When I had my Lexus the dealer literally lied constantly to the point I had to get Toyota Finacials legal department involved. They did nothing to the dealer.

When I had a Range Rover it was a piece of shit from day one a their service was really a nightmare. Constantly broken. When I asked their service department is this common for Range Rover’s they laughed and said we drive a Acura.

When I had an infinity Q 50 red sport, it broke down all the time turbo’s blew out constantly infinity was an absolute monster to deal with, and I had to get a lawyer involved and eventually had to lemon it.

When I had a Tesla, the carbon fiber wing fell off the back of it and they said that’s normal then they just glued it back on, but when they glued back on, they damaged the paint and use too much glue so now it sticks up and get leaves underneath it. When I pointed out that the door hinges in my blue Tesla were white with blue spray paint kinda on them they said that they only paint the insides of the hinges on some of the cars and not all the cars wouldn’t do anything about it. The brake pedal rattles constantly but Tesla will only replace it if you live in Europe because they were legally forced too.

Lucid accidentally dented the trunk of my new car right before I was to sign for it. So they gave me a different one with $7500 in more options for roughly the same price, and a check for $1000 as goodwill.

So yeah, Lucid is better than most.

That does not absolve the fact that what I was told was false and kept me waiting for months when I could have ordered it myself. Plus since my last post how difficult would have been for Marqui to contact me and say yes the paint is on the way to you. End of story and I would say "thank you I appreciate that.". But even that simple gesture was ignored when I know this site is monitored. Lucid has to be better than the competition if they want good word of mouth. Just because you had difficulties with other auto manufacturers does not absolve Lucid when they make a mistake(which I understand happens) but fail to correct it when it is so easy to do. I can tell you all the good stories about how well I was treated at Porsche and Lexus, and how they went way out of the way to please a customer(myself) above and beyond the call of duty. So yes we all have different stories how we have been treated. Lucid has to be better than the others otherwise it is going to be harder and more difficult for them to achieve their goals if they have unhappy customers. Yes I know a number of the members on this forum have had great service, but others not so great. They need to up their game and not lose any customers if at all possible. Especially when it is a easy fix.

 

[JeffSter]

Oooo! Your Delivery person sounded similar to mines! He rushed through everything by promising the car was "Perfect"; then squeezed me inside to work on my profile; he then denied physical failures / imperfections to my face with excuses; until I physically pointed it out, and worst of all he wrote the most benign Due bill that my SA had to chase down delivery / sales for. I feel like we can share out experience in detail .

Our Delivery person excelled and took care of fully explaining the car… setting up accounts, sticking on the Bears, affixing front plate bracket… answering all questions and sending us happily on our way… Sad when folks have a bad time at this it should be a fun time once all the financial crud is outa the way.

 

[socktucker]

Our Delivery person excelled and took care of fully explaining the car… setting up accounts, sticking on the Bears, affixing front plate bracket… answering all questions and sending us happily on our way… Sad when folks have a bad time at this it should be a fun time once all the financial crud is outa the way.

Mine too! Set up my account, put the plate on, etc.

 

[MitchellK]

After the 2.8.0 update my app stopped working, my car stopped starting charges on a schedule and only some speakers were working. When I called up they had no answers except to schedule a service a month out, that's today. When I called they offered no support, no trouble shooting and it was only after talking to another owner that I realized the audio could be fixed with a system reset (which I did and it worked). Today is the mobile service appointment - I booked the service for 1:30. at 1:01 they tell me they will be here at 2:15. At 1:06 they send me a docusign doc (no one mentioned needing to sign a doc before service, good thing I had a second to check my phone) and then at 1:13 they tell me I need to resign the latest doc with accurate mileage (didnt notice but the first doc had mileage - for a 2 month old car - at 41k miles). I immediately responded and said i dont have an updated doc to sign. No response.

This service experience is a joke for a luxury car - I already arranged my schedule to be available at the original time and now I need to re-juggle meetings because they pushed it out, just before the service window. Love the car but if this is how Lucid supports it's products I will be trying another brand when the lease is up.

P.S. When i asked if I could let someone know that having the service a month+ out was not ideal I was told "dont you guys have like a forum or something? put it there". Truly abhorrent.

I have had numerous sw issues with my 2025 AP fully optioned out. I won't go into details except to say I have complained about each of them many times. My car is now in for service on them, principlely key fob and waking up issues. It's been at the studio for 2 weeks and is still sitting in their lot. They say they may get to it in the next week or so. Ridiculous. I want lucid to succeed but this is not how you do it. Great car marred by the worst software of any car in the world. Service center: Torrance ca.
Note: they gave me a 2025 base AT. I have put 300 miles on it.

 

[L-Dude]

Great car marred by the worst software of any car in the world.

I understand your frustration, but dude...

 

[MitchellK]

No buts about it. Read the threads about service and sw. Few ever speak of sterling service from a lux brand and even fewer are in any way thrilled with the sw. You think the stock price reflects superior sw and service? Think again.

 

[borski]

No buts about it. Read the threads about service and sw. Few ever speak of sterling service from a lux brand and even fewer are in any way thrilled with the sw. You think the stock price reflects superior sw and service? Think again.

I have read every single thread. Service, by and large, is lauded with praise, with some individual exceptions. They are overwhelmed at present, but that has only been true for a few months, and will improve. Your impression of service is inaccurate.

The software has improved significantly already, and will continue to do so, but presently is people’s biggest complaint, yes.

“the worst software of any car in the world,” however, it is not. There are many, many cars with worse software. Moreover, it very much depends on what you define as “software.” Infotainment? Sure, needs work. TCS? Among the best in the industry.

 

[Adnillien]

No buts about it. Read the threads about service and sw. Few ever speak of sterling service from a lux brand and even fewer are in any way thrilled with the sw. You think the stock price reflects superior sw and service? Think again.

I have had outstanding service from the Scottsdale team. I am not the only one that says the same thing. Yes are posts talking about great service from many service centers. I can only speak about the service that I get from my local service center. There have been isolated examples of poor service but it is certainly not widespread as you make it sound.

 

[bvsdata]

Since i bought the car due to various reasons i went to drop off my car for service. They never offered loaner car. Its always been uber ride. I had a heater and defrost recall issue. I booked an appointment when i went to drop off my car they said they don't have the parts ready and asked me to come back again and rescheduled my appoinment with promised loaner car. First thing if the parts are not ready they should have inform me instead of wasting my time and second time they didn't give loaner again booked uber ride. Its been 3 years so far no great features yet and loss of value due to reduced prices and service disappointments.

 

[SaratogaLefty]

My experience for almost four years with Christopher and his team at Millbrae has been outstanding. Yes they have often been overloaded with new vehicles awaiting delivery and owner's cars in for service. The recent opening of the San Jose Center led by Ron Reyes will reduce the load on Millbrae and both locations I'm certain will continue to perform in an outstanding manner. These centers are staffed with highly trained and specialized individuals who are working long hours to maintain the fleet and exceed expectations whenever possible.. That has been my experience and also that of many other owners in the area I am in touch with on a regular basis. Of course there will be outliers and unexpected problems but hopefully the joy of owning such a wonderful vehicle will offset those issues.

 

[rbsw22]

I wish I could second the shoutouts, but my experience at Millbrae has been really disappointing. My brand new (<70 miles) Air GT suffered an error that required 3 weeks in service and a complete powertrain replacement. That was discouraging, but the follow-up has been the real letdown. The service advisor promised in writing to reimburse one month's lease payment in consideration for the defective vehicle I was provided. Five months later, I'm still chasing the reimbursement. Literally dozens of calls, emails, and visits to the studio have failed to resolve the issue, as I'm constantly told I need to contact someone else or the reimbursement requires review by an additional layer of management. This is what I might expect from a government agency, but seems frankly inadequate from a customer-facing brand.