Tesla is working to rectify issues at the service centers. Some of the worst service centers saw their staff entirely changed. The issue you've described is a priority for Tesla, and things are starting to change. The one locally here in NY, which I just visited this past week was reasonably efficient. I rated them 4 out of 5 stars. They had me in within a week and took care of my issue within two days. The staff was helpful and accommodated me with transportation (Lyft credits). I required replacement glass and several other service items. Getting into a body shop is an entirely different matter, and the majority of the hold-up has been with the release of parts. I suspect this is still a work in progress.
I might add that as much as possible, Tesla is trying to rely on the mobile service group. I've already had them come out once, and they were amazing.
I might add that as much as possible, Tesla is trying to rely on the mobile service group. I've already had them come out once, and they were amazing.