When I came out of work and got into my car, it had several error messages, 12V battery low - car my not restart, car needs service - car cannot be driven, caution - reduced acceleration, etc. It would not shift into drive or reverse. I called Tesla roadside assistance, talked with customer support, they verified the situation and called me back in about 40 minutes after trying to figure out a solution. They told me they had set up an Uber for me to get home (20 mile drive), and that in a couple hours they would have a ranger available to fix it, and tow the car home. After getting home, I received a call from the towing company verifying everything. It didn't seem like anything was being done to fix it, just tow the car back to my house. Called Tesla roadside again, and they said that there weren't any rangers available at that time (by now it was after 8PM), and that roadside assistance would not handle that anyways, they just focus on getting the driver where they need to go. It is possibly I misunderstood the first time when they told me they would fix it, but I do not think so. I should have called Tesla support immediately at that point, but thought I needed to wait until the morning, since the ranger wouldn't be available to help at that time anyways, and the closest service center is 2 hours away, and also closed at this time.
This morning, at 6:30, after being on hold for 30 minutes, I talked to Tesla support, and they said that they would contact the local Tesla support rep to set up the ranger or send it to the dealership, or whatever they could arrange. They said I would hear back from them in less than 24-48 hours, hopefully sooner, since they flagged the message as "inoperable". I was expecting a call back quickly, and for this to be resolved, or at least for a plan for resolution in a couple hours at most, not 24-48 hours. How can they expect you to be without a car for 24-48 hours with zero plan or communication on how this will be resolved, especially on a vehicle still under warranty??
I did not want to call the Service Center directly, as there is no way it will get resolved today. They will have to send a flat bed to pick the car up, fix it, and send a flatbed to send the car home. Scheduling and logistics alone will take at least a couple of days, if not more. Even if they set me up with a loaner, it will take more than a day I would expect to get the car, and I doubt they would set me up with a loaner on something as simple as a battery replacement (if that is all that it is). So, my only chance on getting this straightened out is to rely on the local support scheduling a ranger to come out, since it SHOULD be a simple procedure... As the hours tick by, and I still have not heard anything I am becoming more an more frustrated. I was hoping to miss as little work as possible, there is only so much that I can get done from home.
Do I have any other options on getting this resolved, or at least getting a plan in place so I know what is going on quicker than just sitting here and waiting for them to call me back??
This morning, at 6:30, after being on hold for 30 minutes, I talked to Tesla support, and they said that they would contact the local Tesla support rep to set up the ranger or send it to the dealership, or whatever they could arrange. They said I would hear back from them in less than 24-48 hours, hopefully sooner, since they flagged the message as "inoperable". I was expecting a call back quickly, and for this to be resolved, or at least for a plan for resolution in a couple hours at most, not 24-48 hours. How can they expect you to be without a car for 24-48 hours with zero plan or communication on how this will be resolved, especially on a vehicle still under warranty??
I did not want to call the Service Center directly, as there is no way it will get resolved today. They will have to send a flat bed to pick the car up, fix it, and send a flatbed to send the car home. Scheduling and logistics alone will take at least a couple of days, if not more. Even if they set me up with a loaner, it will take more than a day I would expect to get the car, and I doubt they would set me up with a loaner on something as simple as a battery replacement (if that is all that it is). So, my only chance on getting this straightened out is to rely on the local support scheduling a ranger to come out, since it SHOULD be a simple procedure... As the hours tick by, and I still have not heard anything I am becoming more an more frustrated. I was hoping to miss as little work as possible, there is only so much that I can get done from home.
Do I have any other options on getting this resolved, or at least getting a plan in place so I know what is going on quicker than just sitting here and waiting for them to call me back??
