Since April my Traffic Aware Cruise Control, Navigate on Autopilot, and auto-steer haven't worked at highway speeds. I've noticed others on the forums with HW 2.0 vehicles bought late 2016 / early 2017 complained of the same issue as of this spring. For me the issue showed up with 2019.12.x pushed in the days following the "Tesla Autonomy Investors" event. The car previously handled speeds up to 80 mph, and executed lane changes on NOA (70% success rate maybe). After I received the update following the event in April my car hasn't been able to execute any cruise control, auto-steer or FSD/EAP features above 60-65 mph. On slow city streets where I can engage cruise control it regularly slows down (from 50mph to 40s for example) or fails with an error.
I brought the issue to Teslas attention right away. I called into support while experiencing the errors on the highway and was told that after nearly a week of driving the side cameras showed as 'calibrating'. The phone tech then told me it looked to be some sort of hardware failure and I should make a service appointment. I make a service appointment and highlight the AP/TACC issue. The car is returned to me with other warranty work performed but notes saying they tried moving the bumper around, tested it on the highway, but couldn't do anything about the cruise control and other computer failures. I'm advised its a 'known bug' and will be fixed "in a future update". I wait and over the course of a few weeks receive several additional software updates but none of them make any progress on the issue. I open another service case because the issue is not being fixed. I'm told in a text from a member of the virtual team my cameras are misaligned and a new bracket must be installed at my nearest service center, ~ 80 miles away. The day of the appointment I bring in my car personally and speak with the tech, we take a drive where the car immediately throws errors and slows to ~30s mph in a 45mph zone for no reason. After an hour with my car he tells me that he verified the cameras are aligned and will not alter any hardware. He says something I have heard before that it is a 'known firmware bug'. I asked for a specific bug ID for the issue within their ticketing system, or a description of the known malfunction within the vehicle and what part(s) are affected, and either an estimate of when it would be fixed or a statement that they could not offer me any timeline on a resolution. I was told he is " not legally allowed to provide that information". I don't know of any law like this and it sounds like he's being directed to conceal the information. I have tried submitting support emails and they go unanswered.
At this point it's now the 5th month my vehicle hasn't even had cruise control on the highway. I'm told that I'm not allowed to know what the malfunction in my vehicle is, even though it affects safety and convince features. This is a unique enough issue that something in my vehicle is not performing to spec, or failing. It has also been experienced by others. People I speak to claim there are specifics about the malfunction but they are not allowed to provide them. I've even tried appealing to Tesla and Elon on twitter to try and get any type of visibility. My most recent service appointment was rejected and my concern sent to the 'virtual team'. My only point of contact is a Twilio number that hasn't returned a response in 9 days. Even if I wanted to sell the car and be done with it at this point I'd be trying to sell a FSD preowned vehicle without cruise control and a known problem.
I'm not sure what my options are at this point beyond some type of arbitration or buyback process. I've seen some details from others on their arbitration for other issues, but I'm not sure if it's my best option.
To head off a few things I've heard before:
- Sentry mode is off (it's 2.0 anyway so none of that actually works)
- I don't have a charging balance, it has free lifetime supercharging
- it's an FSD prepaid vehicle where all the newest features worked ~ to some capacity ~ before
I've embedded videos I've made over the summer documenting the issues as well as the responses from service.
Tesla
I brought the issue to Teslas attention right away. I called into support while experiencing the errors on the highway and was told that after nearly a week of driving the side cameras showed as 'calibrating'. The phone tech then told me it looked to be some sort of hardware failure and I should make a service appointment. I make a service appointment and highlight the AP/TACC issue. The car is returned to me with other warranty work performed but notes saying they tried moving the bumper around, tested it on the highway, but couldn't do anything about the cruise control and other computer failures. I'm advised its a 'known bug' and will be fixed "in a future update". I wait and over the course of a few weeks receive several additional software updates but none of them make any progress on the issue. I open another service case because the issue is not being fixed. I'm told in a text from a member of the virtual team my cameras are misaligned and a new bracket must be installed at my nearest service center, ~ 80 miles away. The day of the appointment I bring in my car personally and speak with the tech, we take a drive where the car immediately throws errors and slows to ~30s mph in a 45mph zone for no reason. After an hour with my car he tells me that he verified the cameras are aligned and will not alter any hardware. He says something I have heard before that it is a 'known firmware bug'. I asked for a specific bug ID for the issue within their ticketing system, or a description of the known malfunction within the vehicle and what part(s) are affected, and either an estimate of when it would be fixed or a statement that they could not offer me any timeline on a resolution. I was told he is " not legally allowed to provide that information". I don't know of any law like this and it sounds like he's being directed to conceal the information. I have tried submitting support emails and they go unanswered.
At this point it's now the 5th month my vehicle hasn't even had cruise control on the highway. I'm told that I'm not allowed to know what the malfunction in my vehicle is, even though it affects safety and convince features. This is a unique enough issue that something in my vehicle is not performing to spec, or failing. It has also been experienced by others. People I speak to claim there are specifics about the malfunction but they are not allowed to provide them. I've even tried appealing to Tesla and Elon on twitter to try and get any type of visibility. My most recent service appointment was rejected and my concern sent to the 'virtual team'. My only point of contact is a Twilio number that hasn't returned a response in 9 days. Even if I wanted to sell the car and be done with it at this point I'd be trying to sell a FSD preowned vehicle without cruise control and a known problem.
I'm not sure what my options are at this point beyond some type of arbitration or buyback process. I've seen some details from others on their arbitration for other issues, but I'm not sure if it's my best option.
To head off a few things I've heard before:
- Sentry mode is off (it's 2.0 anyway so none of that actually works)
- I don't have a charging balance, it has free lifetime supercharging
- it's an FSD prepaid vehicle where all the newest features worked ~ to some capacity ~ before
I've embedded videos I've made over the summer documenting the issues as well as the responses from service.