Unable to contact Milbrae Service Center to Set up appointment (multiple calls/voice mails over a period of 3-4 days)

[jacknhut]

I’m at a loss here and am feeling very discouraged/disappointed at Lucid Milbrae service center team. I’m not sure if I can recommend Lucid to any of my friends/family given the sheer difficulty to even speak to anyone at the service center team to even make an appointment.

I tried to contact them via phone to schedule appointment for service for my Air Touring over the last 4 days with no response. I understand Milbrae location is very busy but the lack of communication/response is just baffling. I called multiple times per day (morning, afternoon, late afternoon etc) and left multiple voice mails hoping someone can check their voice messages and give me a call back but I got absolutely zero response.

At this point I’m wondering why is it that they cannot implement an online appointment reservation system if they are too busy to even staff a single receptionist to even answer the phone for service ? Every phone call goes to voice mail, no matter what time of the day or what day of the week, and every voice mail left unanswered. Am I supposed to drive 1 hour to the service center to speak to a person face to face to make a simple appointment ?

Every time I go there, I always see not one but two people staffed at the sales desk at all times but absolutely no one at the service desk…and the phone rings and rings without anyone there answering.

 

[Blue Lectroid]

I’m at a loss here and am feeling very discouraged/disappointed at Lucid Milbrae service center team. I’m not sure if I can recommend Lucid to any of my friends/family given the sheer difficulty to even speak to anyone at the service center team to even make an appointment.

I tried to contact them via phone to schedule appointment for service for my Air Touring over the last 4 days with no response. I understand Milbrae location is very busy but the lack of communication/response is just baffling. I called multiple times per day (morning, afternoon, late afternoon etc) and left multiple voice mails hoping someone can check their voice messages and give me a call back but I got absolutely zero response.

At this point I’m wondering why is it that they cannot implement an online appointment reservation system if they are too busy to even staff a single receptionist to even answer the phone for service ? Every phone call goes to voice mail, no matter what time of the day or what day of the week, and every voice mail left unanswered. Am I supposed to drive 1 hour to the service center to speak to a person face to face to make a simple appointment ?

Every time I go there, I always see not one but two people staffed at the sales desk at all times but absolutely no one at the service desk…and the phone rings and rings without anyone there answering.

You can call Customer Care OR use the phone App to reach out to/ make an appointment too…

 

[RAF42]

I had the same experience with Millbrae and that was after I called customer care first (never got a response from Millbrae and could never contact service - even called the main line, talked to "sales", and told them I can't get in touch with service who told me they would have someone get back to me, which never happened). I finally drove there and they took care of me immediately.

The app only shows "annual maintenance" or "tire service" as available scheduling options, though I suppose one could try the annual option and put in a note. Maybe it's just nomenclature, but that does not instill confidence that you can just schedule arbitrary maintenance from the app.

I communicated my concerns, even to the Millbrae manager, who was very apologetic and told me they are taking steps to vastly improve the situation and customer experience. They are *really* busy and aware of this, though that does not excuse the subpar contact experience.

That said, I have been really happy with their service after my difficulty making the initial appointment. Several service guys (and the manager) offered me their contact info and told me to text them if I needed anything.

The second time I called customer service, they said they would open a ticket and I should wait 48 hours for a call back. 24 hours later I got a text from one of the service guys and though my car had been in an accident in those intervening hours and I no longer needed service - had bigger problems , it was an acceptable experience (and they were very sympathetic to my plight).

So I feel your disappointment, agree it's currently not a great experience making initial contact, and that this is definitely an issue that should not happen with such a premium product. Hopefully they will improve this and the supposedly summer opening of the San Jose service center will free up some of the load on the Millbrae SC. For me at least, the driving experience is so exceptional I'm willing the cut them some slack as they grow their service infrastructure, though I agree, just get someone dedicated to responding in a timely manner as a start.

 

[larrycpa]

I had the same experience with Millbrae and that was after I called customer care first (never got a response from Millbrae and could never contact service - even called the main line, talked to "sales", and told them I can't get in touch with service who told me they would have someone get back to me, which never happened). I finally drove there and they took care of me immediately.

The app only shows "annual maintenance" or "tire service" as available scheduling options, though I suppose one could try the annual option and put in a note. Maybe it's just nomenclature, but that does not instill confidence that you can just schedule arbitrary maintenance from the app.

I communicated my concerns, even to the Millbrae manager, who was very apologetic and told me they are taking steps to vastly improve the situation and customer experience. They are *really* busy and aware of this, though that does not excuse the subpar contact experience.

That said, I have been really happy with their service after my difficulty making the initial appointment. Several service guys (and the manager) offered me their contact info and told me to text them if I needed anything.

The second time I called customer service, they said they would open a ticket and I should wait 48 hours for a call back. 24 hours later I got a text from one of the service guys and though my car had been in an accident in those intervening hours and I no longer needed service - had bigger problems , it was an acceptable experience (and they were very sympathetic to my plight).

So I feel your disappointment, agree it's currently not a great experience making initial contact, and that this is definitely an issue that should not happen with such a premium product. Hopefully they will improve this and the supposedly summer opening of the San Jose service center will free up some of the load on the Millbrae SC. For me at least, the driving experience is so exceptional I'm willing the cut them some slack as they grow their service infrastructure, though I agree, just get someone dedicated to responding in a timely manner as a start.

I brought my Pure to Plainview on Wednesday. The parking lot was full with Airs with temp AZ tags. They said that are prepping a lot of cars. That bodes well for the company. My car which was supposed to be one day took 2, but they also looked at my nit list and corrected those. Could have picked it last night, but I was going to be out, so said no hurry. They wanted the time to wash and charge it. I'm lucky. I am 18 miles (35 minutes) away so it isn't a big deal to get there. Hopefully as sales increase they will open more service centers and be more responsive. They should hire someone to answer the phone and at least explain that they are swamped and need to do triage. That shouldn't cost them too much.

 

[jacknhut]

You can call Customer Care OR use the phone App to reach out to/ make an appointment too…

I tried both. The app does not allow to book any appointment date from now until end of March (all dates grayed out) and the customer care told me they cannot make appointments. They said they will send an email to service center and expect a call back but no one calls me back.

 

[Blue Lectroid]

I tried both. The app does not allow to book any appointment date from now until end of March (all dates grayed out) and the customer care told me they cannot make appointments. They said they will send an email to service center and expect a call back but no one calls me back.

Ugh, so sorry you are dealing with this!

 

[Wilber]

Sorry to hear about your experience. I had a similar experience last tear. I bought a Pure in early October and within a month wanted to make a service appt. And Millbrae never answered their phone. I started a thread about it on this forum. I finally got them to phone me by using the app to request and annual service appt. and in the comments i said it didnt really need annual service but just the thing i did need. Cant remember what kind of date i was allowed to select. Anyway, within a couple hours i got a call back and got it handled. I still agree with you they need to have some kind of better communication with customers. They have known about this communication problem for way too long already. While Lucid has excellent drive train technology, i think they rate about a D grade for customer service. And i will consider that as i evaluate stock investment decisions and automobile buying decisions.