Another unfavorable Tesla Service story!
First, please understand, I’m a Tesla early adopter and fan who owns a 2014 Model S. I love the technology, the idea that electric automobiles are better for the environment and believe Elon changed the automobile industry worldwide with the success of the Model S. Proud to have played a small part by purchasing a Model S, introducing family and friends (and a lot of strangers) to the technology. Too many demonstration rides to count!
But my question is, why can’t Tesla’s Management hire logical thinkers to work in their Service Centers? Fortunately, I value the car’s design, performance, environmental impact and influence on the auto industry over chronic dysfunction with regards to customer service.
My latest experience, the MCU won’t boot, receive message saying “Center Display unavailable”, unfortunately I can’t find a number where you can actually talk to a real person knowledgeable about Tesla automobiles. My phone call to Tesla Roadside Assistance went unanswered for 15 minutes, finally gave up and started watching YouTube Videos …….. tried the reset procedure found on YouTube and the MCU came alive! I was able to enter my PIN and drive home from the Shopping Center. After arriving home, the MCU died again, the MCU reset procedure failed to revive the screen …… it’s been dark ever since.
I sent Tesla a detailed message using their phone application, response was slow, but here is what they did. Made an appointment without contacting me, twenty days in the future, directing me to have my car towed 200 miles from my home to their Tampa, FL Service Center so they could troubleshoot the problem? After I reminded them about the vehicle’s internet connectivity and the possibility of remote data collection and troubleshooting. They responded by cancelling the appointment and promised to have a Tesla Service Technician look at the car remotely in a day or two. A few days passed, received no response until I sent another inquire asking for information regarding an appropriate corrective maintenance action since the vehicle was essentially disabled.
At that point, they admitted that a part was needed to repair the MCU, and that this part was not available in their spare part inventory. They indicated that someone would call me when the part was received by the Tampa Service Center. At that point, I ask them to transfer the part to the Orlando Service Center located 58 miles from my home.
They were reluctant to answer any questions, very deceptive behavior. Finally, after many Text Message exchanges they provided the name of the defective part – “MCU daughter board” and estimated the cost of the repair to be “$500 pre-tax”. I asked if the MCU2 was compatible with my particular car, received no response – I was trying to explore all options.
The key issues for me (so far):
· No real person (via telephone) was available to discuss the problem and repair options. The person or persons behind Tesla’s Text Veil, lack common sense and technical knowledge;
· Service Center schedules service appointments with no regard to customer’s needs;
· Memory chips engineered and installed in the MCU that they knew were going to fail at no fault of the owner / user. Mounting these memory chips on a daughter board, indicates some level of premeditation;
· Charging customer for replacing defective memory components seems inappropriate;
· Possibly, they are installing the same type memory chips on the new daughter boards being used for the repair action. Obviously, insuring the MCU will fail again for the same reason. (No one will answer my question related to the type of memory chips installed on the new daughter board and/or vehicle compatibility with updated MCU2);
· Service center personnel having no regard for the inconvenience experienced by the customer. Effectively, my vehicle is disabled and not available for use, at no fault of the owner/user. If I didn’t own another vehicle, I would be paying for car rental and possibly towing fees;
Also, my MCU was replaced a few years ago under mysterious circumstances while having a section of chrome trim replaced at the Orlando Service Center. The Service Manager refused to meet with me to explain the reason for the MCU replacement. Sounds crazy, but it really happened!
I’m sincerely hoping for a favorable outcome ……… will update the post!
First, please understand, I’m a Tesla early adopter and fan who owns a 2014 Model S. I love the technology, the idea that electric automobiles are better for the environment and believe Elon changed the automobile industry worldwide with the success of the Model S. Proud to have played a small part by purchasing a Model S, introducing family and friends (and a lot of strangers) to the technology. Too many demonstration rides to count!
But my question is, why can’t Tesla’s Management hire logical thinkers to work in their Service Centers? Fortunately, I value the car’s design, performance, environmental impact and influence on the auto industry over chronic dysfunction with regards to customer service.
My latest experience, the MCU won’t boot, receive message saying “Center Display unavailable”, unfortunately I can’t find a number where you can actually talk to a real person knowledgeable about Tesla automobiles. My phone call to Tesla Roadside Assistance went unanswered for 15 minutes, finally gave up and started watching YouTube Videos …….. tried the reset procedure found on YouTube and the MCU came alive! I was able to enter my PIN and drive home from the Shopping Center. After arriving home, the MCU died again, the MCU reset procedure failed to revive the screen …… it’s been dark ever since.
I sent Tesla a detailed message using their phone application, response was slow, but here is what they did. Made an appointment without contacting me, twenty days in the future, directing me to have my car towed 200 miles from my home to their Tampa, FL Service Center so they could troubleshoot the problem? After I reminded them about the vehicle’s internet connectivity and the possibility of remote data collection and troubleshooting. They responded by cancelling the appointment and promised to have a Tesla Service Technician look at the car remotely in a day or two. A few days passed, received no response until I sent another inquire asking for information regarding an appropriate corrective maintenance action since the vehicle was essentially disabled.
At that point, they admitted that a part was needed to repair the MCU, and that this part was not available in their spare part inventory. They indicated that someone would call me when the part was received by the Tampa Service Center. At that point, I ask them to transfer the part to the Orlando Service Center located 58 miles from my home.
They were reluctant to answer any questions, very deceptive behavior. Finally, after many Text Message exchanges they provided the name of the defective part – “MCU daughter board” and estimated the cost of the repair to be “$500 pre-tax”. I asked if the MCU2 was compatible with my particular car, received no response – I was trying to explore all options.
The key issues for me (so far):
· No real person (via telephone) was available to discuss the problem and repair options. The person or persons behind Tesla’s Text Veil, lack common sense and technical knowledge;
· Service Center schedules service appointments with no regard to customer’s needs;
· Memory chips engineered and installed in the MCU that they knew were going to fail at no fault of the owner / user. Mounting these memory chips on a daughter board, indicates some level of premeditation;
· Charging customer for replacing defective memory components seems inappropriate;
· Possibly, they are installing the same type memory chips on the new daughter boards being used for the repair action. Obviously, insuring the MCU will fail again for the same reason. (No one will answer my question related to the type of memory chips installed on the new daughter board and/or vehicle compatibility with updated MCU2);
· Service center personnel having no regard for the inconvenience experienced by the customer. Effectively, my vehicle is disabled and not available for use, at no fault of the owner/user. If I didn’t own another vehicle, I would be paying for car rental and possibly towing fees;
Also, my MCU was replaced a few years ago under mysterious circumstances while having a section of chrome trim replaced at the Orlando Service Center. The Service Manager refused to meet with me to explain the reason for the MCU replacement. Sounds crazy, but it really happened!
I’m sincerely hoping for a favorable outcome ……… will update the post!