Just to begin, I have only dealt with the Columbus Ohio service center. And I know thats going to be the main reason since every SC is different. I have come to know Dan and Scott quite well. I cant praise them both enough.
I have 12 invoices saved on my phone from different visits and I know thats not close to all of them. Most of these have been for minor issues like a squeaking brake pedal to which they replaced the brake master cylinder, the passenger footwell light working intermittently, charge port LEDs not fully working, etc.
There have been a few 'major' issues and they were always able to get me in right away and out in a loaner. The 3 last minute service visits that I can think of off hand are the cracked air suspension distribution block, broken window regulator, and the dead MCU.
The air suspension failed on my way out of my neighborhood, so the front was completely dropped. I called roadside who was not sure how long it would take to get a tow truck out and asked if it could still be driven. I was able to drive it in and the guys were able to get me in a loaner and get the suspension fixed by that afternoon. The distribution block had cracked (this was winter '18-19).
That same winter when it was -10F the window regulator broke. I made an appointment on my phone through the app for a few days later. the next day the window was partly down and would no longer go back up, and on top of that is was supposed to snow and my appointment wasn't until 2 days later. Also I live in an apartment so she sleeps outside. I called them to see if I could drop it off early so it could be kept inside. They said absolutely and that the regulator had been ordered and should arrive the next day (before my scheduled appt).
Next was the MCU. This was also the first service appt where i was no longer covered by my CPO warranty. I left a VM that morning and Scott called me back about 45 min. later and said they could get me in right away with a loaner. later that afternoon they after not being able to get it to boot they gave me options (
see thread) . But then came the issues with the LTE not connecting at all or taking a while (20 min+) to connect. We discussed everything through email as they were trying to diagnose over the air. I had to bring it in and they replaced the whole connectivity board with a new unit. When I left, it was working. The following day was Saturday and on my way to the store I noticed no cellular connection again. So I stopped in and Dan said that they will now have to get an engineer involved since this is visit #3 for this issue. We set an appointment for later that week and they figured out the problem with the sim and replaced it same day.
Every visit I have had was pleasant and you can tell that both of them care about fixing whatever issue it is as fast as possible. They have always scheduled me when there was a loaner available. They have always been very accommodating. Dan said Columbus has half the amount of loaners as Cincinnati and that makes it really difficult for them. But they have Uber credits to give out if they need to. They are not a slow service center either but its not as busy as what California has.
Maybe its because I'm pretty laid back or because I understand the *sugar* that the service advisors deal with since I used to sell cars at a Toyota dealership. But I have had great experiences every time. And it's only because of Dan and Scott that I have no worries about getting another Tesla or encouraging others to buy one.
Had these experiences been different, I would have probably jumped ship to another brand just to not deal with it. But I don't dread if my car needs service.
I feel like I'm rambling at this point! lol
I wish everybody had the experiences as I have had. Maybe Tesla should take notes from Columbus and apply them everywhere!
