Unable or Unwilling
My apologies for the long post but I really would like to hear back from as many of you as possible:
I’m requesting feedback from members of the forum. I took delivery of my car June 2nd , 2023. There were numerous scratches on the windshield just above the driver’s side sun visor. This was documented and reported to Lucid the same day.
On Friday November 18th Lucid had me bring the car in to the Beverly Hills service center to see if they could “buff” out the scratches on the windshield, as well as address other issues which were documented since taking possession:
But I digress. I was contacted by the service department yesterday and the gentleman acknowledged the windshield scratches but said that to replace the windshield and canopy was “expensive and labor intensive.” I wholeheartedly agreed with his assertion even though this is not something I would be charged for as the damage was documented upon delivery. So, I’m assuming he meant it was expensive for Lucid to replace? Furthermore, he indicated that if they replaced the entire windshield/canopy that there was “no guarantee that it wouldn’t be scratched or damaged at some point in the future from a rock or debris spit out from a truck” (a curiously obvious statement I thought, with one obvious caveat: in the latter case I would be responsible for the damage instead of Lucid). Ultimately, I agreed that the scratches weren’t so horrible that I couldn’t live with them. Thinking this may be a good time, I proposed that if they replaced the “curb-rashed” wheel, they need not worry about replacing the windshield. The logic being I get a new wheel and they save the cost and labor of installing an entire new windshield: a net-cost savings for Lucid. He said he would check with his manager and call me back.
The call back offered this response: “I addressed the possibility of keeping your windshield as is and instead, give you new wheel and they said we are unable to do it.” I was curious as to why. To my surprise he stated, “Our system wouldn’t allow for such a transaction to occur.” System? Transaction? (sounds curiously like the tail wagging the dog).
Needless to say, I was confounded by the term “unable” as a justification for my proposal. So, I asked, “Are they unable or unwilling to replace one wheel instead of the previously mentioned “cost & labor-intensive” replacement of the windshield?” After a long pause, he said he didn’t understand my question. After a second and third attempt to reword my question, in hopes of better understanding if they were unable or unwilling, he continued to counter with “I don’t understand the question.” Seeing no other viable option, I respectfully asked for the name of the manager who provided this feedback, in hopes of pleading my seemingly, logical request to someone who could provide a reasonable explanation of why this request was unable to be met. I was told he was unable to provide a name of the supervisor, much less allow me to speak to one.
Disclaimer: I am acutely aware of the perilous nature service reps are in having to be the conduit between the company and customers. Not that I frequently make requests to speak to a manager, but this is first time I can recall being denied a name or even the opportunity to speak to one.
I thanked him for his time and the return phone call and wished him a good day.
Approximately an hour and a half later, I received another call from the same individual who indicated all service & updates were completed and my car was ready for pick up. I live about 3 hours away from the Beverly Hills service center but before I make the trip back to get my car I wanted to hear from as many of you as possible.
I understand that some on this thread have personally invested in Lucid and additionally, I understand the ROI investors hope to enjoy. So, I’d like to pose some questions to all who may read this:
Given the explanation of calls I’ve provided, is either request (wheel vs. windshield replacement OR the request of a supervisor’s name or conversation) unreasonable?
This post is submitted with the sincerest of intentions.
Be well
My apologies for the long post but I really would like to hear back from as many of you as possible:
I’m requesting feedback from members of the forum. I took delivery of my car June 2nd , 2023. There were numerous scratches on the windshield just above the driver’s side sun visor. This was documented and reported to Lucid the same day.
On Friday November 18th Lucid had me bring the car in to the Beverly Hills service center to see if they could “buff” out the scratches on the windshield, as well as address other issues which were documented since taking possession:
- A misaligned charge port door
- Door handles would present but intermittently not work when pulled (similar issue with the trunk button)
- Car was offline, thus not able to receive and OTA updates, use maps or listen any music streamed through the car, since August 11th.
- Address the forum documented recall issue(s).
But I digress. I was contacted by the service department yesterday and the gentleman acknowledged the windshield scratches but said that to replace the windshield and canopy was “expensive and labor intensive.” I wholeheartedly agreed with his assertion even though this is not something I would be charged for as the damage was documented upon delivery. So, I’m assuming he meant it was expensive for Lucid to replace? Furthermore, he indicated that if they replaced the entire windshield/canopy that there was “no guarantee that it wouldn’t be scratched or damaged at some point in the future from a rock or debris spit out from a truck” (a curiously obvious statement I thought, with one obvious caveat: in the latter case I would be responsible for the damage instead of Lucid). Ultimately, I agreed that the scratches weren’t so horrible that I couldn’t live with them. Thinking this may be a good time, I proposed that if they replaced the “curb-rashed” wheel, they need not worry about replacing the windshield. The logic being I get a new wheel and they save the cost and labor of installing an entire new windshield: a net-cost savings for Lucid. He said he would check with his manager and call me back.
The call back offered this response: “I addressed the possibility of keeping your windshield as is and instead, give you new wheel and they said we are unable to do it.” I was curious as to why. To my surprise he stated, “Our system wouldn’t allow for such a transaction to occur.” System? Transaction? (sounds curiously like the tail wagging the dog).
Needless to say, I was confounded by the term “unable” as a justification for my proposal. So, I asked, “Are they unable or unwilling to replace one wheel instead of the previously mentioned “cost & labor-intensive” replacement of the windshield?” After a long pause, he said he didn’t understand my question. After a second and third attempt to reword my question, in hopes of better understanding if they were unable or unwilling, he continued to counter with “I don’t understand the question.” Seeing no other viable option, I respectfully asked for the name of the manager who provided this feedback, in hopes of pleading my seemingly, logical request to someone who could provide a reasonable explanation of why this request was unable to be met. I was told he was unable to provide a name of the supervisor, much less allow me to speak to one.
Disclaimer: I am acutely aware of the perilous nature service reps are in having to be the conduit between the company and customers. Not that I frequently make requests to speak to a manager, but this is first time I can recall being denied a name or even the opportunity to speak to one.
I thanked him for his time and the return phone call and wished him a good day.
Approximately an hour and a half later, I received another call from the same individual who indicated all service & updates were completed and my car was ready for pick up. I live about 3 hours away from the Beverly Hills service center but before I make the trip back to get my car I wanted to hear from as many of you as possible.
I understand that some on this thread have personally invested in Lucid and additionally, I understand the ROI investors hope to enjoy. So, I’d like to pose some questions to all who may read this:
Given the explanation of calls I’ve provided, is either request (wheel vs. windshield replacement OR the request of a supervisor’s name or conversation) unreasonable?
- Does it seem remotely possible that my request is unable to be met because a “system” doesn’t allow it? Admittedly, I’m not aware of all “systems”. Is he likely referring to an internal computer/software system that makes this request impossible or and internal company system of denying the request?
- Can someone explain the balance between investors ROI and adequate customer care, so that both come away feeling that the experience is equitable?
- Constant “Drive System Warning Contact Customer Care” Notification
- Lastly, instead of picking up my car, I’m considering a request that the damage windshield be replaced, as initially agreed. Thoughts?
This post is submitted with the sincerest of intentions.
Be well
