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Service Experience - Millbrae

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KStadmeyer

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Lucid Air Touring
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.
 
Any home service appointment may have delays depending on how long service appointments earlier in the day take. No one can predict. Imagine you had a 9 am service and the tech says at 10, I know your car isn’t fixed but I have to get to my next appointment?

It’s good they corrected the mileage. And who services a car without written authorization?

You are creating a mountain out of a ant hill.

Enjoy the rest of your day!
 
I'm eager for the San Jose location to open, hoping that it takes the bulk of the load from Millbrae. They're just entirely overloaded.
 
I’m really looking forward to the San Jose location opening—I’m hoping it’ll take some of the pressure off Millbrae, which is just completely overloaded right now.
I recently went to the Millbrae showroom for some service on my Gravity. My SA, Travis, was very nice and knowledgeable, but during our conversation he mentioned that the wait times are long because they’re overwhelmed and short-staffed. I decided to hold off and bring the car back once the San Jose location opens and they have more capacity—just can’t be without the Gravity for that long.
Overall, most of the staff I’ve dealt with have been good, but there are definitely some misses. The person who delivered my Gravity, for example, rushed through everything and made my wife and me feel like we were being pushed out the door.
Being told to “just go put it in the forum” is so unprofessional and dismissive. instead of receiving proper support was flat-out unprofessional and dismissive. That kind of attitude doesn’t reflect well on the brand and really shouldn’t be happening at this level.
 
@gaskiller if you are happy to spend 80k for a car and get a service experience like that, good for you. I don't even want to make a forum post but there is no other avenue for feedback acording to Lucid themselves. Yes mobile appointments are delayed but other brands can somehow nail the windows (Subzero techs show up when they say they will in my area as an example) and Lucid could also provide windows but they don't have enough techs and they don't provide windows. On top of that when I called I was told my issue (no app connectivity) could be solved with a mobile service but that my audio issue would need to be in the service center. Audio issue is resolved and the app connectivity requires in service - already have that appointment made for monday but the tech (who was nice and efficient, for the record!) told me someone would get back to me the same day about the monday appointment at 9am. He thought someone would come swap my car on a flatbed and take it in for service but that wasn't my impression since they couldn't even tell me if they had a loaner available. So now I need to go to the service center monday morning and hope they have a loaner or reschedule the appointment as its too hard to get rdeshares where I am and my wife needs the other car.

You can say it's an ant hill but these are not issues I have ever had servicing my Volvo. They need to figure it out if they want to survive as a luxury car brand.
 
KStadmeyer said:
@gaskiller if you are happy to spend 80k for a car and get a service experience like that, good for you. I don't even want to make a forum post but there is no other avenue for feedback acording to Lucid themselves. Yes mobile appointments are delayed but other brands can somehow nail the windows (Subzero techs show up when they say they will in my area as an example) and Lucid could also provide windows but they don't have enough techs and they don't provide windows. On top of that when I called I was told my issue (no app connectivity) could be solved with a mobile service but that my audio issue would need to be in the service center. Audio issue is resolved and the app connectivity requires in service - already have that appointment made for monday but the tech (who was nice and efficient, for the record!) told me someone would get back to me the same day about the monday appointment at 9am. He thought someone would come swap my car on a flatbed and take it in for service but that wasn't my impression since they couldn't even tell me if they had a loaner available. So now I need to go to the service center monday morning and hope they have a loaner or reschedule the appointment as its too hard to get rdeshares where I am and my wife needs the other car.

You can say it's an ant hill but these are not issues I have ever had servicing my Volvo. They need to figure it out if they want to survive as a luxury car brand.
Click to expand...


Why would they flatbed it if it’s drivable? Loaner availability depends on when other owners return the loaners. Who can predict that?

Lucid is still a maturing company. You need to be realistic.

What would you do if you had a German luxury car needing service and they don’t have a loaner and you said rideshare is hard where you live? I wouldn’t blame Lucid for that.
 
@gaskiller - I would schedule the appointment for when a loaner is available, that's never been an issue but it is for lucid. I am not expecting a flatbed, the tech told me that was the SOP.
 
KStadmeyer said:
@gaskiller - I would schedule the appointment for when a loaner is available, that's never been an issue but it is for lucid. I am not expecting a flatbed, the tech told me that was the SOP.
Click to expand...


In that case, I agree with your sentiment. They should make loaners available if you book enough in advance. They have a lot of lease returns, can easily give a few additional loaners to each service center.

I’ll definitely suggest that next time I take a customer survey.
 
not so thrilling conclusion - no contact from the service center prior to dropping off. Calling the morning of wasn't answered and the central support rep couldn't see loaner status. when I showed up there was no loaner and they directed me to enterprise - that added 40 minutes to the drop off between waiting for the lyft then waiting for enterprise to get the reservation, etc etc. The insult to injury was that Enterprise gave me my choice Toyota Camry (red or grey!) (to be fair they also had Model 3s but I rate that even lower). When I heard from the service advisor I was informed that they "planed to reach out no later then the end of the week" with the diagnosis and next steps. I confirmed they could not estimate when they would even be able to look at the car (despite the mobile tech doing everything he could in the field) and so I ended up driving back to swap cars to wait until they could actually work on the car or at least until a loaner was available.

I want to be clear that all the employees were kind and good at their jobs but Lucid is tying their hands behind their backs by not being able to support their vehicles, these are not issues I would expect to see in a 4 year old car after a mobile tech already inspected and in theory diagnosed the car.

Lucid - I know you are struggling but you are not helping yourself here. These are issues that could be fixed for free or at least very little money with some application of thought, process, and tooling!
 
DrLucid said:
The person who delivered my Gravity, for example, rushed through everything and made my wife and me feel like we were being pushed out the door.
Click to expand...

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 ;).
 
Bobby said:
For the record, I've had excellent service experiences since the beginning, 3 years ago. I hope yours improves.
Click to expand...
I have to agree about the service seems to be deteriorating, but I guess that depends on who you ask. In April of this year my AGT was in for a 3 year maintenance and xchange of the main battery. All went well until they delivered my car (Seattle back to Portland) at 8:00pm when it was pitch black and outside of the gate of my HOA community. (I was originally told my car would arrive early afternoon, and all the delivery updates stated it's coming soon. When it finally arrived at night, could not see any imperfections in the dark. I opened the gate entered my community of 14 homes and drove my car into my garage As soon as was in the light of my garage I noticed a nice sized scratch in the driver's door handle of my beautiful Zenith Red paint, but by then the transport had already left. I sent pictures and explanation to the service center. I simply asked that the next time they send someone out to Portland they come with touch up paint or they could mail me the touch up paint. They agreed to do this. 3 months passed and still I was waiting. I e-mailed my service advisor and the manager and received an e-mail back stating that they had not forgotten about me and they expected a shipment of touch up pens next week. Another 2 months go by with no word so I again I e-mail both my service advisor and her manager. No response. It's now been over 5 months. This is a minor problem and I love my car, but I get irritated every time go to open the door and see this obvious scratch. I usually get a new car every 4-5 years or so. But I am very concerned that if Lucid can not do something as simple as send me some touchup paint(5 months and still waiting) how are they going to service any potential future Lucid I may buy in the future when they extend their lines to 3 cars.(Air , Gravity And Earth). At this point would appreciate any info on what my next step should be. Compared to other stories on this board my problem is extremely minor, but it still is very aggravating every time I see that scratch(one of the downsides of an OCD personality). Any suggestions would be appreciated.
 
WildRide47 said:
I have to agree about the service seems to be deteriorating, but I guess that depends on who you ask. In April of this year my AGT was in for a 3 year maintenance and xchange of the main battery. All went well until they delivered my car (Seattle back to Portland) at 8:00pm when it was pitch black and outside of the gate of my HOA community. (I was originally told my car would arrive early afternoon, and all the delivery updates stated it's coming soon. When it finally arrived at night, could not see any imperfections in the dark. I opened the gate entered my community of 14 homes and drove my car into my garage As soon as was in the light of my garage I noticed a nice sized scratch in the driver's door handle of my beautiful Zenith Red paint, but by then the transport had already left. I sent pictures and explanation to the service center. I simply asked that the next time they send someone out to Portland they come with touch up paint or they could mail me the touch up paint. They agreed to do this. 3 months passed and still I was waiting. I e-mailed my service advisor and the manager and received an e-mail back stating that they had not forgotten about me and they expected a shipment of touch up pens next week. Another 2 months go by with no word so I again I e-mail both my service advisor and her manager. No response. It's now been over 5 months. This is a minor problem and I love my car, but I get irritated every time go to open the door and see this obvious scratch. I usually get a new car every 4-5 years or so. But I am very concerned that if Lucid can not do something as simple as send me some touchup paint(5 months and still waiting) how are they going to service any potential future Lucid I may buy in the future when they extend their lines to 3 cars.(Air , Gravity And Earth). At this point would appreciate any info on what my next step should be. Compared to other stories on this board my problem is extremely minor, but it still is very aggravating every time I see that scratch(one of the downsides of an OCD personality). Any suggestions would be appreciated.
Click to expand...
You can buy it at Lucid store for $45....
 
WildRide47 said:
I have to agree about the service seems to be deteriorating, but I guess that depends on who you ask. In April of this year my AGT was in for a 3 year maintenance and xchange of the main battery. All went well until they delivered my car (Seattle back to Portland) at 8:00pm when it was pitch black and outside of the gate of my HOA community. (I was originally told my car would arrive early afternoon, and all the delivery updates stated it's coming soon. When it finally arrived at night, could not see any imperfections in the dark. I opened the gate entered my community of 14 homes and drove my car into my garage As soon as was in the light of my garage I noticed a nice sized scratch in the driver's door handle of my beautiful Zenith Red paint, but by then the transport had already left. I sent pictures and explanation to the service center. I simply asked that the next time they send someone out to Portland they come with touch up paint or they could mail me the touch up paint. They agreed to do this. 3 months passed and still I was waiting. I e-mailed my service advisor and the manager and received an e-mail back stating that they had not forgotten about me and they expected a shipment of touch up pens next week. Another 2 months go by with no word so I again I e-mail both my service advisor and her manager. No response. It's now been over 5 months. This is a minor problem and I love my car, but I get irritated every time go to open the door and see this obvious scratch. I usually get a new car every 4-5 years or so. But I am very concerned that if Lucid can not do something as simple as send me some touchup paint(5 months and still waiting) how are they going to service any potential future Lucid I may buy in the future when they extend their lines to 3 cars.(Air , Gravity And Earth). At this point would appreciate any info on what my next step should be. Compared to other stories on this board my problem is extremely minor, but it still is very aggravating every time I see that scratch(one of the downsides of an OCD personality). Any suggestions would be appreciated.
Click to expand...
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
 
Takeshi said:
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 ;).
Click to expand...
Yes our experience's feel very similar.
 
WildRide47 said:
I have to agree about the service seems to be deteriorating, but I guess that depends on who you ask. In April of this year my AGT was in for a 3 year maintenance and xchange of the main battery. All went well until they delivered my car (Seattle back to Portland) at 8:00pm when it was pitch black and outside of the gate of my HOA community. (I was originally told my car would arrive early afternoon, and all the delivery updates stated it's coming soon. When it finally arrived at night, could not see any imperfections in the dark. I opened the gate entered my community of 14 homes and drove my car into my garage As soon as was in the light of my garage I noticed a nice sized scratch in the driver's door handle of my beautiful Zenith Red paint, but by then the transport had already left. I sent pictures and explanation to the service center. I simply asked that the next time they send someone out to Portland they come with touch up paint or they could mail me the touch up paint. They agreed to do this. 3 months passed and still I was waiting. I e-mailed my service advisor and the manager and received an e-mail back stating that they had not forgotten about me and they expected a shipment of touch up pens next week. Another 2 months go by with no word so I again I e-mail both my service advisor and her manager. No response. It's now been over 5 months. This is a minor problem and I love my car, but I get irritated every time go to open the door and see this obvious scratch. I usually get a new car every 4-5 years or so. But I am very concerned that if Lucid can not do something as simple as send me some touchup paint(5 months and still waiting) how are they going to service any potential future Lucid I may buy in the future when they extend their lines to 3 cars.(Air , Gravity And Earth). At this point would appreciate any info on what my next step should be. Compared to other stories on this board my problem is extremely minor, but it still is very aggravating every time I see that scratch(one of the downsides of an OCD personality). Any suggestions would be appreciated.
Click to expand...
I’ve gotten 3 colors of touch up paint. What are you talking about?
 
KStadmeyer said:
not so thrilling conclusion - no contact from the service center prior to dropping off. Calling the morning of wasn't answered and the central support rep couldn't see loaner status. when I showed up there was no loaner and they directed me to enterprise - that added 40 minutes to the drop off between waiting for the lyft then waiting for enterprise to get the reservation, etc etc. The insult to injury was that Enterprise gave me my choice Toyota Camry (red or grey!) (to be fair they also had Model 3s but I rate that even lower). When I heard from the service advisor I was informed that they "planed to reach out no later then the end of the week" with the diagnosis and next steps. I confirmed they could not estimate when they would even be able to look at the car (despite the mobile tech doing everything he could in the field) and so I ended up driving back to swap cars to wait until they could actually work on the car or at least until a loaner was available.

I want to be clear that all the employees were kind and good at their jobs but Lucid is tying their hands behind their backs by not being able to support their vehicles, these are not issues I would expect to see in a 4 year old car after a mobile tech already inspected and in theory diagnosed the car.

Lucid - I know you are struggling but you are not helping yourself here. These are issues that could be fixed for free or at least very little money with some application of thought, process, and tooling!
Click to expand...
You should gotten the rental, gone home, and waited for them to finish looking at your car. It’s not like yours is the only car in for service. Why would you go back when they said it would be the end of the week? I’m perplexed at your need for royal treatment. An extra 40 minutes was an issue but you didn’t mind driving all the way back to swap cars again and needed a loaner? You had the rental car🥴

And why would they call you prior to dropping off the car? Why you so obsessed about a loaner? I just don’t get it, you got a rental??? You should have gone in your merry way.
 
borski said:
I’ve gotten 3 colors of touch up paint. What are you talking about?
Click to expand...
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.
 
gaskiller said:
You can buy it at Lucid store for $45....
Click to expand...
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.
 
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