I normally don’t submit public criticism of Tesla. However, I am at a loss as to what I can do to get resolution of unprofessional and slopy workmanship from the Memphis Service Department.
In early January my Model S had a main battery failure. Coincidentally, my touch screen was also defective. I contacted the service hotline and made an appointment. I was advised that because my car was covered in warranty, the car would be transported to the Memphis Service Center at no expense to me. I live in Little Rock, AR. So that was good news.
It took two weeks to have the parts shipped, delivered, and installed. When I contacted Tesla for the return of my car, I was told that the warranty only covers transport of the vehicle to the service center, and not returning to the customer (Really? This was a surprise to me!)
I chose to rent a car and drive from Little Rock to Memphis to pick up my car. Using the text app on my phone, I requested that the car be fully charged for my return home.
When I got to the service center at noon, I found my car in the parking lot. It had not been cleaned, and the battery was not charged. At my request, the car was charged, which took another hour (Remember, I still had to drive back to Little Rock, a 4-hour drive).
After a day or two, I decided to clean up and wash my car. I found that the seat belt receptacle in the backseat was covered by seat fabric, and the seat belt clip couldn’t be inserted. I suspected that the battery replacement required removal of the back seat.
I took my car to a local body shop (I’ve used this company in the past). When I returned to see if the seat belt problem was fixed, I was told that whoever repaired my car damaged the seat assembly and mounting brackets. He took several pictures of the damage.
I contacted the Memphis service center via text on the Tesla app. I was told that to have the back seat repaired, I would have to return the car to Memphis. My response to that suggestion was “NO WAY would I want the Memphis service center to repair the damage they caused”, and especially having to wait for parts from Tesla, notorious for long delays.
I suggested, as an alternative, that I use my local body shop (who already repairs Tesla’s in the area), and have Tesla send the parts at no charge, and reimburse for the labor to install. This would be most convenient for me (the customer), and the labor for the repairs would be minimal.
I received a text message back from the service app that my proposal was not possible, and that the issue was concluded as “This conversation has been closed”. This answer was not satisfactory.
Subsequently, I sent “registered” letters to the “Vehicle Service” in Palo Alto on March 1,2024 (including all the photos of the damage), and a second letter on March 18, 2024. I received no reply or response from either letter. On April 8, 2024, I sent a “registered” letter to Elon Musk at the Palo Alto headquarters. Today is April 30, 2024. And again, no response or reply.
Over the years, I have purchased three Model S’s (including a Signature edition) and have been a very satisfied customer. However, this total disregard of my seat problem has left me very disappointed and frustrated. Not only because of the lack of follow-up, but also because I’m concerned about the passenger safety of my car.
If I were to have my local body shop make the repairs at my expense, the out-of-pocket cost would be more than $3,500. What do I do now? Any suggestions?
In early January my Model S had a main battery failure. Coincidentally, my touch screen was also defective. I contacted the service hotline and made an appointment. I was advised that because my car was covered in warranty, the car would be transported to the Memphis Service Center at no expense to me. I live in Little Rock, AR. So that was good news.
It took two weeks to have the parts shipped, delivered, and installed. When I contacted Tesla for the return of my car, I was told that the warranty only covers transport of the vehicle to the service center, and not returning to the customer (Really? This was a surprise to me!)
I chose to rent a car and drive from Little Rock to Memphis to pick up my car. Using the text app on my phone, I requested that the car be fully charged for my return home.
When I got to the service center at noon, I found my car in the parking lot. It had not been cleaned, and the battery was not charged. At my request, the car was charged, which took another hour (Remember, I still had to drive back to Little Rock, a 4-hour drive).
After a day or two, I decided to clean up and wash my car. I found that the seat belt receptacle in the backseat was covered by seat fabric, and the seat belt clip couldn’t be inserted. I suspected that the battery replacement required removal of the back seat.
I took my car to a local body shop (I’ve used this company in the past). When I returned to see if the seat belt problem was fixed, I was told that whoever repaired my car damaged the seat assembly and mounting brackets. He took several pictures of the damage.
I contacted the Memphis service center via text on the Tesla app. I was told that to have the back seat repaired, I would have to return the car to Memphis. My response to that suggestion was “NO WAY would I want the Memphis service center to repair the damage they caused”, and especially having to wait for parts from Tesla, notorious for long delays.
I suggested, as an alternative, that I use my local body shop (who already repairs Tesla’s in the area), and have Tesla send the parts at no charge, and reimburse for the labor to install. This would be most convenient for me (the customer), and the labor for the repairs would be minimal.
I received a text message back from the service app that my proposal was not possible, and that the issue was concluded as “This conversation has been closed”. This answer was not satisfactory.
Subsequently, I sent “registered” letters to the “Vehicle Service” in Palo Alto on March 1,2024 (including all the photos of the damage), and a second letter on March 18, 2024. I received no reply or response from either letter. On April 8, 2024, I sent a “registered” letter to Elon Musk at the Palo Alto headquarters. Today is April 30, 2024. And again, no response or reply.
Over the years, I have purchased three Model S’s (including a Signature edition) and have been a very satisfied customer. However, this total disregard of my seat problem has left me very disappointed and frustrated. Not only because of the lack of follow-up, but also because I’m concerned about the passenger safety of my car.
If I were to have my local body shop make the repairs at my expense, the out-of-pocket cost would be more than $3,500. What do I do now? Any suggestions?
