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Another example of the world's worst customer service

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#21
Droschke said:
OK. Since you don't have the ESA, if I were you I would not even bother with calling Tesla.
Click to expand...

Lesson learned. it won't happen again.

jjrandorin said:
If this is an example of the worst customer service this OP has ever received (thread title), they have had a pretty good life. I have several examples of things that have happened to me that are much, much (much) worse than "sorry we can pick up your car on the side of the road".
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Maybe UI have. What I didn't need was being jerked around for an hour by their impersonal app operator, then promptly cut off. Maybe it was Jane Lynch from The Weakest Link, or a DMV/USPS employee on the other end :)

Bottom line, this isn't a Ford Escort purchased at Walmart. For a premium-priced product, customers should be treated well and with respect.
 
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#22
This scenario is where AAA excels and is quite affordable. I recently hit some road debris and needed a tow. AAA had a flatbed to me in 25 minutes and towed me to my local Discount Tire. The whole incident was a major inconvenience but AAA made it manageable.
 
#23
rory breaker said:
It’s crazy how people apologize for stuff like this with tesla.
The problem isnt that it’s insurance vs a breakdown or whatever else.
The problem is that tesla literally guides it’s employees to do the opposite of what makes a great customer experience.
Mercedes, Audi, etc would have a truck there in a flash, no questions asked.
With Tesla selling 150k premium products, they have got to realize that their customers expect to at least be treated like they care, just a bit of listening, empathy, understanding. We dont expect perfection, just effort - we will accept no roadside assistance perhaps, but what is hard to accept is the “sorry have a good day” complete lack of awareness/support for OP, the constant dismissal of concerns, the 6 week wait for service and they don’t have a part or don’t even complete it, the total apathy showed to customers by tesla employees across every single line of business. They constantly screw up while arrogantly not giving a shred of a damn.

I have always defended Tesla but I am wayyyyy more wide open to other brands than I ever was. The product is still the best but it won’t be forever. As soon as parity is achieved, I’m going to where I am treated with respect and appreciation as a customer and that hasn’t been provided by Tesla consistently across their locations in 5+ years. It’s unreal how they haven’t improved here at all. It’s not because they can’t it’s because they are being told not to, it’s not profitable, just move product that’s #1. Shareholders over customers. I for one am ready for a real competitor to put out a compelling EV product AND ownership experience.
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That's a stretch saying "Tesla literally guides it's employees to do the opposite". It's probably more like bad training. The reality is the OP had a flat tire and there were not any Tesla resources to take care of it. The delivery of this message is the problem.
 
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#29
ucmndd said:
A good read for people to understand what Tesla Roadside Assistance covers, and when, preferably prior to having an incident:

www.tesla.com

Roadside Assistance | Tesla Support

Tesla Roadside Assistance is committed to providing you with immediate roadside services, 24/7 365 days a year.
www.tesla.com www.tesla.com

Be sure to click through to the actual policy linked at the bottom:

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As a relatively new owner (again), I was just about to fish this out, so thanks for posting the link. Seems that TRA is a reasonably attractive service, but not something to rely on entirely. We recently needed a tow for one of our other cars and, as much as I like USAA, the towing service was more limited than I needed in the moment. I think I’ll be looking a little more closely at that AAA membership offer that keeps taking up space in our recycling bin!
 
#30
jjrandorin said:
There isnt one (a manufacturer roadside assistance program that would pickup the car "in a flash, no questions asked" for a 7 year old out of warranty vehicle.

If this is an example of the worst customer service this OP has ever received (thread title), they have had a pretty good life. I have several examples of things that have happened to me that are much, much (much) worse than "sorry we cant pick up your car on the side of the road".
Click to expand...

I wouldn't expect "free" service for out of warranty either.... BUT Tesla does seem to go out of their way to treat the customer terribly and try to squeeze that out-of-warranty person for every penny they think they can get.

Now contacting the manufacturer for a flat tire / damaged wheel, to me that's a bit much. I'd contact them if the problem was related to what makes a Tesla special - the battery system - but outside of that, there'd no reason to contact Tesla. Why do I say contact? Oh that's right.... BECAUSE YOU CAN'T CALL.

That's plan #1 in the "treat the customer like *sugar*" playbook. If they can't call you, then there are less customer issues (that you hear about!) That's great for the shareholders. Also one person on a keyboard can cut-and-paste answers to at least 12 separate windows at the same time, so that's less people needed to be paid on the customer service side too. Profit!

Then there's the "we can be objectively *sugar* to the customer" plan, where if they see an opportunity to screw something up during work.... Do it. Charge the customer for parts they didn't need, and the labor for those parts, and you get more profit! Oh, a window needs adjustment b/c the calibration is out? Don't tell them that THAT is the problem (or show how to fix it)... Charge them for changing out the entire window regulator unit for $400 - and then make it OBVIOUS that the work wasn't done properly by not even securing the window or making the original adjustment that was needed! (YES, this happened to me and the window worked perfectly fine, it was just out of adjustment but they charged me anyway)

OH, and the best one: If you can REALLY screw the customer and make profits over pissing them off forever so they will tell ANYONE with ears about how they have been treated.... Do it. Reach into their car remotely, and take away (software limit) the range that they have been driving around on for the months since they bought the car, and hold that range for ransom. Then when they complain face to face about theft of vehicle features - ask them with a straight face: "Don't you FEEL BAD that you have been enjoying that range for months based on Tesla's mistake, don't you feel bad that you were STEALING THAT RANGE from Tesla because you haven't paid for that battery upgrade?"

Yes - this ALSO happened to me, a 90kw pack was installed at the end of the warranty before I ever bought the car, and they didn't cripple it to 60kw (yet it is still just as heavy!) until last week - and somehow are trying to blame ME for this, while trying to extort $4500 from me to return functionality they stole from my car.

The bad PR is the only weapon we have, and in ONE WEEK I have told no less than 25 people so far about this, who were ALL horrified about how the company has treated one of their customers. That level of shock and horror will likely mean that at least a few of them will tell someone else. Until such time as this debacle has been resolved, I plan to CONTINUE being a wrecking ball to Tesla shareholder value by being brutally honest about how they have treated me, to anyone that asks what I think of the car.

My answer is and will remain: I love the car, I hate the company. If the company wants to TRY and unscrew this (since I know they read this forum) - Find the Twitter message to Elon and Tesla from Gator Audio and CONTACT ME. I'm a journalist. You REALLY don't want me this pissed off.
 
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#31
geordi said:
Yes - this ALSO happened to me, a 90kw pack was installed at the end of the warranty before I ever bought the car, and they didn't cripple it to 60kw (yet it is still just as heavy!) until last week - and somehow are trying to blame ME for this, while trying to extort $4500 from me to return functionality they stole from my car.
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Lol, you bought a Model S 60, right? And you knew it was a 60 when you bought it?

One time my bank deposited a $4,500 check into my account twice. They noticed the error a week or two later and took back $4500. I called them incensed and demanded they give back the $4500 they STOLE from me - even threatened them with a negative story because after all, “I’m a journalist.”

They were unmoved. They even had the nerve to try and EXTORT me by saying if I wanted the extra $4500 back in my account, I’d have to pay $4500!

CAN YOU BELIEVE IT ?!?
geordi said:
If the company wants to TRY and unscrew this (since I know they read this forum) - Find the Twitter message to Elon and Tesla from Gator Audio and CONTACT ME. I'm a journalist. You REALLY don't want me this pissed off.
Click to expand...
Whew, Sounds like Elon Musk is now on notice! I can see for sure he REALLY does not want you - a journalist! - this pissed off.

Please keep us updated on your saga and do post a link to your article here!
 
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#32
Hebert said:
This scenario is where AAA excels and is quite affordable. I recently hit some road debris and needed a tow. AAA had a flatbed to me in 25 minutes and towed me to my local Discount Tire. The whole incident was a major inconvenience but AAA made it manageable.
Click to expand...
My experience with having AAA is that it's a bunch of separate insurance companies that masquerade as a single entity. Their service level depends upon the geographical area and the local tow truck companies that they have contacted with. IIRC, benefits like Premier towing may not apply in an area your local club doesn't service.

Futhermore, you could easily wait over 2.5 hours for a AAA tow like my daughter recently did to be towed 1/4 mile to a body shop after an accident left her car undriveable. This was on a Thursday at 4:30pm. AAA kept telling her that they would be there in 15 minutes. Fortunately the body shop owner said that he was working late and would wait for her. BTW, it took Hyundai over 6 months to get the shop the replacement body parts for her 2021 Sonata. They also repeatedly sent parts that were defective on delivery that the shop refused.
 
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#34
//RANT ON

This is at least the third thread about this same issue that I have noticed recently: wheel/tire damage away from home and Tesla not even trying to deal with it.

I think some things need to be put in perspective:
  • Tesla has no spare tire, nor an option for one
  • Tesla wheels and tires are not standard and you are not going to get a replacement at any standard tire place, especially away from major metropolitan areas
  • If the tire and wheel are damaged the car is going to have to be towed. But where and how far? You damage one out in the middle of NV on Interstate 80, and you will probably have to be towed to a service center in Reno or Salt Lake City, maybe hundreds of miles away. That's going to cost you a lot, even if you have AAA. And lets not talk about the time disruption. Could be days. Old school spares and you would be on the road in less than an hour.
  • Tesla had great customer service and super support up until about 2000, that is a lot of what drove people to buy the brand. That no longer exists, even if you are under warranty
  • Barry (the OP) is no Newbie. He is one of the earlier Tesla customers that made this company exist. Don't discount that or assume that the early adopters were lucky or are now just whiners. They saw something that was different in the these cars and the company, but a lot of that has changed, and not for the better. While Tesla may be redefining the car experience, they are riding a lot on the experiences of the "Barry's" and their history. That is no longer valid and new Tesla owners should not rely on that history.
  • Like everything else these days, you probably need to take a "worst case scenario" because nobody will care about you or your issues. This is a fact. See it everywhere. The rare "acceptable" customer service experiences now elevate to the top of my lists, where before it would have been expected. Not sure when and if this will change. Probably not in my lifetime. But this could be a differentiator for any company that wants to emerge or grow their business. Probably will fall on deaf ears since everyone is in for short term profits so they can be sold and bought by some unsuspecting entity.
//RANT OFF
 
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#35
aesculus said:
Like everything else these days, you probably need to take a "worst case scenario" because nobody will care about you or your issues. This is a fact.
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This part I very much agree with. You’re on your own in this world. Be as prepared as possible to deal with basic and predictable issues.

Calling roadside assistance - ANY roadside assistance - would be my absolute last resort. For many, it’s a first instinct and that’s a recipe for frustration if not disaster. This thread and many like it show that most people have no idea what’s covered when, what to expect, or have any capability to get themselves out of common conundrums.

I’m not saying OP had a lot of choices, sounds like they were well and truly biffed and needed a tow. But I’ve participated in several threads here in the last couple weeks where people have posted in a panic without the foggiest idea of what to do with a simple flat tire - exasperated that Tesla didn’t show up in 15 minutes with a brand new wheel and a white wine spritzer for while they wait.

Manufacturer roadside assistance is a courtesy to help you deal with warranty issues that leave you stranded - that’s it. Not a concierge service. Not a lifetime benefit for years after your warranty expires. This is true even with the other luxury brands cited in this post. Know what to expect.
 
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#36
For the apologists here - a couple key points:

What I bought was a used car - so the model number is a 60 - that might denote what it had when sold to the original buyer, but just like the leather seats that may or may not have tears in them, any changes that happened during the previous owner's tenure are thus also part of the vehicle.

The installation of a replacement battery pack was not done during my ownership, or with any direction AT ALL from either the previous owner or me - because it was done under warranty. The same could be said if those same seats were replaced under warranty.

To carry that thought through as simply as possible for the apologists then: Say the seats WERE replaced, and seats now are manufactured with heat and power (but for illustration, weren't before). They installed them just the same. The vehicle is then sold, with these features available AS PART OF THE CAR. This isn't a "software feature" like the full self drive, it is a specific hardware feature. And now by removing 30% of the capacity from the battery, I actually lose MORE than 30% of range, because I have to carry around the excess weight of those cells that are now being held for ransom.

This is the same as someone showing up and pouring 200 lbs of ball bearings into your fuel tank, and then offering to sell you a magnet for $4500.
 
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#37
geordi said:
And now by removing 30% of the capacity from the battery, I actually lose MORE than 30% of range, because I have to carry around the excess weight of those cells that are now being held for ransom.
Click to expand...
This is simply not true. You mentioned in another post that your car displays an EPA rated range of 209 miles, which is precisely what a Model S 60 got brand new from the factory 8 years ago. So whatever capacity Tesla locked the battery to, you are paying no penalty for it in terms of available range.

In reality, you’ve won the battery lottery - sounds like Tesla installed a brand new battery, brought your car back to brand new range, and furthermore you can regularly charge said battery to 100% with impunity - a significant increase in your effective every day range vs. a “real” 60 battery.

If Tesla put a refurb 60 in, you would have FAR less range than you do now. Ask some of the others around here that got warranty replacements on their 60s how lucky you are, apparent sense of entitlement aside. You seem to have known quite well what you were buying - a Model S 60. If the car was misrepresented as something else at the time of sale, your claim is with the seller - not Tesla.

Anyway - you should probably make a separate thread for this vs. continuing to hijack a bunch of other random ones.
 
#38
I have been charging it to 100% since this happened, and the car has been complaining that it is bad for the battery - AND metrics from the Tessie app (which I believe are pulled from the BMS) are now showing 3% degradation that wasn't there before.

But regardless of how "lucky" you think I should feel - here's a perspective for you. This apparently was done because it was "policy" from the company. The same reason was quoted as to why a 2013 model S that was never in the hands of Tesla after the initial sale, now lacks both unlimited supercharging AND premium connectivity. "Company policy changed and that is no longer offered" was what I was told.

So if "company policy" is the only thing keeping your car's air conditioner working or the locks, or the heated seats - because all of those are controlled by the same software... I sure hope that "company policy" doesn't suddenly change to a subscription model for $29.95 per month for each feature, now that the leader of the company is about to be on the hook for 45B for a bad joke.

If there's nothing to stop them from taking away features anytime they want because "company policy".... Best of luck to you then. I'm sure there will be apologists for that when it happens.
 
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