Electric Cars

A Lucid Air GT owner, despite being thoroughly impressed with the vehicle's performance and range, is now considering parting ways with it due to multiple unsatisfactory service experiences. The customer, who shared his story on Reddit, has encountered several issues that have left him questioning the reliability of Lucid's support network.

The first setback occurred when he accidentally damaged a side mirror while parking in his garage. Although this incident was his own fault, the repair process turned out to be far from straightforward. He was informed that he would need to travel 2.5 hours to reach the nearest service center for the repair. Despite the inconvenience, he proceeded with the trip, expecting a quick turnaround. However, what was supposed to be a two-hour job stretched into a grueling 12-hour ordeal without any updates or clear communication from the service team. This experience left him feeling frustrated and undervalued as a customer.

Further complications arose when he needed to fix a minor bumper damage caused by another vehicle. Once again, the lack of certified repair shops in his area forced him to make the same lengthy journey. Adding insult to injury, he faced additional challenges when his car started displaying various warning signals. Attempts to contact customer service for assistance were met with long delays and unreturned messages, exacerbating his dissatisfaction. These repeated negative encounters have eroded his trust in the brand's ability to provide reliable support.

Customer service plays a crucial role in building brand loyalty, especially for high-end products like electric vehicles priced at over $100,000. While some owners have reported positive experiences, the growing number of complaints highlights the need for Lucid to address these service gaps urgently. As the company expands its lineup with models like the Gravity SUV, ensuring top-tier customer satisfaction will be key to retaining loyal customers and competing effectively in the market. Ultimately, exceptional vehicles must be complemented by equally exceptional service to thrive in the competitive EV industry.

For many, vehicle maintenance can be a time-consuming and cumbersome task. Recognizing this challenge, BMW Romania has introduced an innovative solution called Digital Service Only, designed to simplify the process of keeping vehicles in excellent condition. Through this program, customers can now book service appointments without the need for direct interaction with reception staff. This new system operates independently of traditional dealership hours, allowing users to drop off their cars at any convenient time. The BMW Auto Cobălcescu dealership in Bucharest, equipped with 20 dedicated parking spaces, serves as the hub for this pioneering initiative, which was made possible by a substantial investment of €500,000.

The Digital Service Only program focuses on streamlining routine maintenance tasks, ensuring that more complex services remain within the purview of specialized technicians. One of the standout features is the use of video messages from service mechanics, providing owners with detailed insights into necessary repairs. Customers can then review digital estimates and select required services via an electronic form. Moreover, the entire process, from dropping off the car to retrieving it post-service, is fully automated, thanks to a secure key drop-off and retrieval system. Payments are also handled digitally, ensuring a seamless experience from start to finish.

The pilot phase of Digital Service Only began earlier this year, aiming to attract 2,000 users at the BMW Auto Cobălcescu location. BMW Romania envisions expanding this service nationwide, with further investments planned for 2026 to enhance capacity. By embracing technology and innovation, BMW Romania not only enhances customer convenience but also sets a benchmark for the automotive industry. This forward-thinking approach underscores the company's commitment to improving the overall ownership experience, making vehicle maintenance less of a burden and more of a hassle-free process.