Why I think it's important that Lucid itemizes the bugs they fixed in release notes

[DeaneG]

Here is why I think it is important that Lucid spells out exactly which customer-facing bugs have been fixed in each OTA's release notes.

Some months ago I found that about half the time, sending a destination from Google Maps to my car resulted in the car navigating to the town center rather than to the destination. I reported this to Lucid and stopped trying to send destinations from Google Maps. It was causing me more trouble than it was worth.

Later I found that the new voice assistant couldn't call people in my contacts list. So I stopped asking, and just spelled out the phone number I wanted to call instead, if I remembered it.

When I had Curb Assist turned on, my surround cameras frequently failed. So I turned off curb assist.

When someone asks me how I like my car, I tell them that the car is fantastic but the software is buggy. I tell them this because I've had no indication that the things that troubled me had been fixed. With each OTA, I don't try each thing that failed before to see if it's still failing. So I assume they're still broken, and it adversely colors my feelings about the car. A little help here would be useful.

 

[Buffalo Bob]

Here is why I think it is important that Lucid spells out exactly which customer-facing bugs have been fixed in each OTA's release notes.

Some months ago I found that about half the time, sending a destination from Google Maps to my car resulted in the car navigating to the town center rather than to the destination. I reported this to Lucid and stopped trying to send destinations from Google Maps. It was causing me more trouble than it was worth.

Later I found that the new voice assistant couldn't call people in my contacts list. So I stopped asking, and just spelled out the phone number I wanted to call instead, if I remembered it.

When I had Curb Assist turned on, my surround cameras frequently failed. So I turned off curb assist.

When someone asks me how I like my car, I tell them that the car is fantastic but the software is buggy. I tell them this because I've had no indication that the things that troubled me had been fixed. With each OTA, I don't try each thing that failed before to see if it's still failing. So I assume they're still broken, and it adversely colors my feelings about the car. A little help here would be useful.

Very good points, @DeaneG. This ties well with a thread I initiated about three months ago titled 'Proposed OTA Process Change...'. Despite a reasonable (but certainly not stellar) level of support, it fell on deaf ears. In summary, it called for Lucid to send out an email blast when an OTA Update was launched. The email would outline what was included in the update, which model/year cars and which locations would/should be getting it, and (if possible) about how long the roll out should take. That email would then be followed by another email when Lucid thought that the roll-out was complete. It was as simple as that, but think about the confusion and angst it would save, as well as the number of calls to customer service from befuddled customers. It seems like a no-brainer to me, but here we sit wondering about 2.6.?, who is getting it, and what's in there.

 

[Blue Lectroid]

And to build on that @DeaneG, why not take credit for doing the work to fix things when you do?

 

[Cosmo Cruz]

Sorry but I don't know what you folk are talking about. I have one of the later builds (Sept. 2022) so my car hasn't had any bugs.

 

[tonybot]

Sorry but I don't know what you folk are talking about. I have one of the later builds (Sept. 2022) so my car hasn't had any bugs.

Lucky you! My bumper looks like a crime scene every summer!

 

[MacBain00]

Here is why I think it is important that Lucid spells out exactly which customer-facing bugs have been fixed in each OTA's release notes.

Some months ago I found that about half the time, sending a destination from Google Maps to my car resulted in the car navigating to the town center rather than to the destination. I reported this to Lucid and stopped trying to send destinations from Google Maps. It was causing me more trouble than it was worth.

Later I found that the new voice assistant couldn't call people in my contacts list. So I stopped asking, and just spelled out the phone number I wanted to call instead, if I remembered it.

When I had Curb Assist turned on, my surround cameras frequently failed. So I turned off curb assist.

When someone asks me how I like my car, I tell them that the car is fantastic but the software is buggy. I tell them this because I've had no indication that the things that troubled me had been fixed. With each OTA, I don't try each thing that failed before to see if it's still failing. So I assume they're still broken, and it adversely colors my feelings about the car. A little help here would be useful.

To take this a step further, I called support yesterday and reported some software issues I was having (in car Spotify hard crashing and constant instances where only half the speakers work). They politely said they've noted it on my account and that the only option I have is to reboot the car each time the issue acts up or use various workarounds depending on the issue. I asked if they have any other reports of this issue and the response was that they don't have visibility into the product issues or their timelines. What this says to me is that each CS rep writes down the issue in their own words and someone on their product team at some point reviews their CRM to see what's been reported and tries to normalize the data. This also means that CS has no visibility into the issue lists and cannot tell a customer that they at least know about an issue. This is a severe disconnect within the teams that are operating and most likely they don't have true visibility into the various issues their customers are facing unless it's a glaring software defect.

The CRM and the product issue backlog should be integrated so CS reps can link reported issues to known issues so true data tracking can happen. CS should not be telling customers that they don't know and will simply add information to the customer's account that they reported the issue. Why would I trust that this issue I'm experiencing will ever be looked at? How in the world will they actually correct the various usage/interaction issues if there no data linking or data normalization between CS and Product.

Based on this interaction, I would bet that there are hundreds of various interaction issues that are happening within the customer base that never make it onto a trackable Product backlog.