Lucid Motors interim Chief Executive Officer Marc Winterhoff sent an email to Gravity customers on Saturday acknowledging the company has failed to meet its standards on software quality and outlining steps to address the issues.
“We recognize that we haven’t met that goal for our Gravity customers, especially when it comes to software,” Winterhoff wrote. “We’ve heard the feedback, and we understand your frustration.”
In the email, seen by EV, the CEO said the newly released 3.3.20 version fixes several issues flagged by customers.
“The Lucid Gravity is designed and engineered to be a genuinely innovative, game-changing vehicle: a vehicle that truly does it all,” Winterhoff wrote. “Lingering software problems have unfortunately affected our customers’ experience and satisfaction.”
The apology follows sharp criticism from several prominent automotive YouTube channels during vehicle testing, with reviewers identifying bugs related to system startup, key fob detection, navigation reliability, and climate control behavior.
Software Update Released
Winterhoff said the company recently released software update that improves key fob detection and camera stability, enhances navigation reliability, and more consistent climate control behavior.
A second update is planned to further improve key fob detection and battery life, blind-spot camera responsiveness, steering wheel button consistency, Bluetooth connectivity, and reduce over-the-air update failures.
“We will continue to relentlessly eliminate software issues and add new features regularly,” Winterhoff wrote.
The company also created a dedicated email address for owners to report software bugs and suggest improvements directly.
Team Changes Made
After several automotive content creators sharply criticized the software issues, social media users urged the company to address them.
Nick Twork, Lucid‘s vice president of communications, responded on X by noting the company has restructured its leadership.
As exclusively reported by EV in mid-November, the company fired its Senior VP of Product and Chief Engineer Erich Bach after a decade in the EV maker.
Lucid appointed Emad Dlala to now also oversee product and software areas, in addition to his existing responsibilities.
“We’ve made changes across our software and engineering teams recently that are intended to address some of these issues,” Twork wrote. “We expect this will help us improve the pace of our progress. Improving the experience quickly is a top priority.”
Supply Shortages Resolved
As reported Saturday, Lucid is “very confident” it has resolved the supply chain issues that hampered Gravity production, Winterhoff said in a separate interview with CNBC.
The company faced three consecutive disruptions this year.
The issues include a magnet shortage in the second quarter that forced a temporary shift from Grand Touring trims for North America to Touring trims for Saudi Arabia, a fire at a major aluminum supplier, and an industry-wide chip shortage.
Lucid has 11 days remaining to reach its production target of 18,000 units for 2025.
The company continues to ramp up production and is currently manufacturing 1,000 vehicles per week — “in some weeks,” according to the interim CEO Marc Winterhoff.
Gravity’s First Recall
The software issues come as Lucid issued the first recall for its Gravity SUV.
According to a safety recall report published by the National Highway Traffic Safety Administration, the recall covers 66 Gravity units built between September 8 and September 22, 2025.
Lucid estimates approximately 40% of those vehicles actually have the defect.
Some seat backrest covers were mislabeled during production. Because the side airbags are integrated into the seats, installing a cover on the wrong side could prevent the airbag from deploying correctly in a crash.
“An incorrect front seat backrest cover could cause the side airbag to deploy incorrectly, increasing the risk of injury during a crash,” NHTSA said in the report.
Full Email to Customers
Below is the complete email sent by interim CEO Marc Winterhoff to Lucid Gravity customers:
Dear [recipient],
At Lucid, our mission is to build rule-defying technology to create exceptional experiences to move the world forward. We recognize that we haven’t met that goal for our Gravity customers, especially when it comes to software. We’ve heard the feedback, and we understand your frustration.
To be candid, I share that frustration.
The Lucid Gravity is designed and engineered to be a genuinely innovative, game-changing vehicle: a vehicle that truly does it all.
Lingering software problems have unfortunately affected our customers’ experience and satisfaction.
I would like to assure you that we are laser focused on addressing these issues and share some of the concrete steps we are taking to resolve them.
First, with the release of the recent Gravity software update, 3.3.20, we have addressed many of the issues customers experienced and reported to us.
Here’s what has changed: Faster, more predictable start-up and welcome experience; better key fob detection for improved reliability; it’s now easier to drive using the NFC key card; improved camera stability and surround view performance; enhanced instrument cluster and widget performance; better media and audio experience; more reliable navigation and maps; and improved climate control intelligence.
Looking ahead, our next planned software release is addressing several other known issues and deliver enhancements to key features, including: Further improving access control, including key fob detection and battery life; improving the quality and responsiveness of the on-screen video displays for blind-spot cameras, live view, and more; better consistency and responsiveness of the steering wheel buttons when using key features; reducing the occurrence of OTA failures; and a more robust Bluetooth connection for audio and mobile app.
And we won’t stop here. We will continue to relentlessly eliminate software issues and add new features regularly.
Finally, we have also created a dedicated email address to give owners a direct channel to report software bugs or suggested improvements, so your voice continues to guide our progress.
Thank you for your continued feedback, patience, and passion for Lucid.
Marc Winterhoff
