On June 14th, Zak Edson, the VP of Sales and Service, sent some Lucid Air customers an email to customers who received the VIN number of their Lucid Air a while ago, but those cars got somewhat stuck in pre-delivery inspection due to the recall issue saying they should receive their cars by the end of June.
Well, today, Zak Edson sent a follow up email to some of those customers who did not receive their cars in June. In short, Lucid did not deliver all the cars they promised to all those specific customers they emailed on June 14th.
The email was posted in the Lucid Owners Forum from one customer who did not receive his Lucid Air in June. “In my email, I stated the team was targeting completion of all cars currently in the quality process by the end of June. The team has made excellent progress in June and has completed the majority of the reviews. Unfortunately, there are still some cars that have not yet completed the heightened review process,” the email said.
I should note, not all customers who received the original email from Zak Edson on June 14th and still have not received their Lucid Air received this new email. Maybe they are expecting to see their car any day now? One customer added in the forums “Strange I did not receive this email. I did receive the June 14th email and my DA has not said anything.”
Just some points:
(1) We do not know what percentage of cars were not completed by the expected date. We have no idea how many cars Lucid Motors were trying to deliver by June 30th and what percentage of those cars were not delivered. It could be 1% or it could be much higher.
(2) It is wonderful to see Zak follow up to customers and continue to communicate about issues, as opposed to just being quiet and not saying anything.
Revised Email Notification From Lucid Motors
Here is the full email Zak Edson sent these affected customers just now:
I am reaching out to provide you with an update on the status of your vehicle per my original email from June 14th.
In my email, I stated the team was targeting completion of all cars currently in the quality process by the end of June. The team has made excellent progress in June and has completed the majority of the reviews. Unfortunately, there are still some cars that have not yet completed the heightened review process.
I write to share that your car has not yet completed the review process. This is not necessarily an indication that your car has any excessive concerns. It simply means the team took more time than expected to review each car, and they couldn’t complete the reviews at the rate that was planned.
The team working through the reviews is aware that you are waiting for your car, and they are working tirelessly to complete the effort. At the same time, Lucid’s commitment to deliver a high-quality finished product has meant that the team must take a bit more time to ensure that you will be happy with your car during many years of ownership.
Thank you for your support. I appreciated the replies received from my prior email. Although they aren’t going directly to my inbox, I do read them and action them as necessary.
VP Sales & Service
I will try to find a screenshot of this email and post it here when I get it.
June 14th Email Notification From Lucid Motors
In speaking with customers awaiting delivery, I understand there is some frustration with the lack of information around delivery status. I am reaching out to explain why your Delivery Advisor has had difficulty providing you with a reliable delivery date.
As we bring Lucid Air to market, we have been managing a variety of challenges, from supplier quality to assembly procedures that require improvement. We have found that certain fit and finish components did not meet the high-quality standards that customers expect from us. Your vehicle is undergoing a thorough review as part of our heightened quality process to ensure we meet your expectations.
Once your car has completed this review, we will work with you to schedule delivery and to complete the transaction. We are targeting the end of June for the completion of all cars currently in this review process. Your Delivery Advisor will provide periodic updates on the status of your car.
I assure you we are doing everything we can to deliver the quality you expect from Lucid. We want to ensure your Air looks as amazing as it performs.
VP Sales & Service
In May, we reported about additional pre-delivery inspections, with a third fit and finish inspection as well. There were also reports of executive changes within the company related to these hardware quality issues.
It is significant that this email has come from Zak Edson. Zak Edson is the is Vice President of Sales and Service, responsible for managing all aspects of Lucid’s Sales and Service operations, including sourcing and building Studios and service centers. He previously served as Director of Marketing and Sales.
Zak joins Lucid after holding a series of senior management positions at EV startups, including time at Tesla and SERES EV. Most recently, Zak served as Vice President of Product Management, Marketing and Sales at SERES EV, where he developed go-to-market, retail store and service center plans for the startup. At Tesla, Zak worked as Director of Global Product Planning and helped navigate through the company’s IPO. His resume also includes time at companies ranging from eBay to CBS interactive, and he has been awarded multiple patents for online commerce functions. Zak holds a Bachelor of Science degree in Business Administration from Pepperdine University.