Are the Tesla Service Centers bad enough to cancel my Model 3 order?

[GolanB]

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.

 

[Sandollars]

No.

 

[VQTRVA]

I'm just concerned about getting hit then having to have it repaired. In that case I don't get a loaner car and have to get a rental through insurance.

You will get hit why?
Cause it's a Tesla?
People out to get you?
Black cloud over your head?

I know Tesla is bad @ service is like the antivaxxer hoax spreading via social media. Don't buy if you aren't cut out to be an 'early adopter'. LOL.

 

[jamnmon66]

I've only had positive experiences with the service centers in Denver. I had poor communication prior to delivery from the delivery specialist (or whatever they're called) but that was a minor annoyance in the big picture.

My wife's car (we each have a Model 3 LR) got backed into 4 days after delivery and it took 3 months to get to the front of the line with the body shop (the car was drivable, just had an ugly spot) and then almost another 3 months for the repairs because of parts delays from Tesla. We maxxed out our rental car coverage on our insurance just in case it happens again.

But, we both love our cars so much that it'd be worth it even if we had to use the super crappy local Jeep dealership for service. The only dealership that I've ever had a good experience with for service was Infiniti... and now Tesla (even though they're called service centers). And, as mentioned before, you need significantly less service than an ICE. We've only had ours in for minor warranty items & a tire rotation.

 

[Evoforce]

Source data?

Read Consumer Reports and customer satisfaction survey...

 

[cwerdna]

First, Teslas don't need "service" unless you're talking about changing windshield wipers. As there are no rapidly spinning, vibrating, exploding things going on, you don't need oil changes, filters, or a new engine in under 500,000 miles. I am on my second and third Teslas and have never taken any of the three in for service. I had 82,000 miles on first one, am working on 100,000 on my second, and the "new car", the 3, has over 12,000 miles. Never any service in about 195,000 miles. These are not gas cars.
...

That's the reality of it. Yes, every now and then you get a disgruntled customer, but the vastest largest majority are happy campers. No, they are drivers, spelled with a grin.

I'm not sure why you keep making posts like this which are frankly misleading, esp. when someone who doesn't know your past history.

For the edification of others, see 2017 Model 3 Reliability, which included replacement of 3 door handles, a bent frunk latch, a "known problem" with a cracked windshield, a sagging door and at the beginning where you "used to take it in about once a month".

That said, Tesla does have mobile service and reports from folks who visit the SCs on OP's metro area would be most valuable. Anything well outside where he might go is probably not that valuable, at least for repairs that don't involve body work.

And, there's https://www.cnbc.com/2019/02/11/consumer-reports-teslas-model-3-most-satisfying-car.html.

I can tell you that someone on my floor at work was w/o their 3 for (IIRC) at least a week (I can double check in the next week or so) to get some repainting done due to a scratch that happened at delivery, IIRC. Another guy at my work got into an (apparently serious) accident. He doesn't want to go into details other than it was his fault and it needed to be flat bedded (I'm not going to press him either). Anyway, he's been w/o his car for 2 months, as it was waiting for parts. I believe when I talked to him earlier this week that finally all parts have arrived. Memory foggy.

Another guy in my group was w/o his 3 for over a week to replace a faulty backup camera. Mobile service came out to do the job but it was still a problem so he had to take it to his local SC. Sorry, I can't accurately convey the details as to why it took so long unless I've posted about it elsewhere or check with him.

That's fine that you're a happy camper but to claim to have "have never taken any of the three in for service" is (to me) a major misrepresentation.

 

[spacemnspiff]

I have had excellent service from my local SC in Owings Mills MD. I had to get the alignment done right after delivery because it was off. And needed mobile service for the turn signal stalk assembly module. As a result I have the direct phone of the mobile service tech, I ask him questions if I see anything that bothers. That is excellent service.

 

[brkaus]

All my service has been done correctly and politely. Only minor gripe is that the car sometimes sits there a day or two before doing anything. I’m sure that costs them a good bit of cash in loaners.

 

[devilmountain]

I only have one service experience and it was at the Berkeley service center. They went above an beyond for me and I was pleased with how I was treated. Getting to Berkeley is a complete PIA for me because of traffic. My experience there far exceeds my experience at traditional dealership service centers.

The last time I was at a dealership, I scheduled an appointment to have a seatbelt replaced and an oil change. I dropped the car off the night before. The following day, I had to call the dealership around 3pm because I never got the status of my repair. Nobody even looked at my car even though they had it the entire day.

Compare that with my last visit at Tesla. We had a brand new MR 3 that ended up having a loose battery cable on day 2 of ownership. Tesla towed it, paid for me to get a Lyft to Berkeley Service Center, and gave me a Model S loaner. While there they replaced a piece of scratched chrome. The service manager called me to explain what happened to the car. The service advisors called and let me know when the car would be ready. It was a night and day difference between a dealership.

 

[ceekz]

I've been driving my Model 3 since Sept 30 and have had more than my fair share of issues with the car including paint and body panel alignment issues (from the factory), body damage (driver induced, however not THIS driver), and drive unit replacement (sensor failure, covered under warranty). I was expecting some bumps because of both what I've read about the experience of other Tesla owners, and the fact it is a whole new way of building a whole different kind of car. For me, customer satisfaction is more about how the problems are resolved, not the lack of problems.

So far, the Rocklin Service Center has been outstanding. Good communication, fast turn around times, and going beyond the minimum to make sure I'm driving away happy. Superior to the actual purchase and delivery process. Miles ahead of the third party body repair experience.

 

[VQTRVA]

Read Consumer Reports and customer satisfaction survey...

typical.
Make a baseless assertion & then tell me to go look it up myself.

FUD.

 

[ricohman]

Is there no ranger coverage? I'm only 200kms from the service centre but I've never been there. I've had three ranger visits, all for relatively minor warranty things and they were excellent. I think the list of things that require the SC over a ranger is pretty small i.e. major, unusual issues.

None in SK and MB.

 

[mswlogo]

I'm not sure why you keep making posts like this which are frankly misleading, esp. when someone who doesn't know your past history.

For the edification of others, see 2017 Model 3 Reliability, which included replacement of 3 door handles, a bent frunk latch, a "known problem" with a cracked windshield, a sagging door and at the beginning where you "used to take it in about once a month".

That said, Tesla does have mobile service and reports from folks who visit the SCs on OP's metro area would be most valuable. Anything well outside where he might go is probably not that valuable, at least for repairs that don't involve body work.

And, there's https://www.cnbc.com/2019/02/11/consumer-reports-teslas-model-3-most-satisfying-car.html.

I can tell you that someone on my floor at work was w/o their 3 for (IIRC) at least a week (I can double check in the next week or so) to get some repainting done due to a scratch that happened at delivery, IIRC. Another guy at my work got into an (apparently serious) accident. He doesn't want to go into details other than it was his fault and it needed to be flat bedded (I'm not going to press him either). Anyway, he's been w/o his car for 2 months, as it was waiting for parts. I believe when I talked to him earlier this week that finally all parts have arrived. Memory foggy.

Another guy in my group was w/o his 3 for over a week to replace a faulty backup camera. Mobile service came out to do the job but it was still a problem so he had to take it to his local SC. Sorry, I can't accurately convey the details as to why it took so long unless I've posted about it elsewhere or check with him.

That's fine that you're a happy camper but to claim to have "have never taken any of the three in for service" is (to me) a major misrepresentation.

Actually based on this thread alone with 50 replies, I think you are the first really negative report. On a very vocal, certainly more fussy folks forum. I'd say that's pretty darn good. Maybe I missed another negative one. But surely this thread show lots of positive experiences. It's good to hear.

 

[jelloslug]

Service for our Model 3 has been 100% pain free. The few service items that we have needed to do were handled by a mobile service tech and they just show up wherever you are at to do the work.

 

[Big Dog]

I am not really willing to be without my car for half of a year while it sits idle at a service center.

Just make sure that you have rental reimbursement on your auto policy just in case you do have to go in for body work.

fwiw: al expensive cars take a long time to fix -- it took 13 weeks just to replace the bumper cover on my Audi A3.

 

[dhrivnak]

Charlotte and Nashville have been awesome NO issues and the mobile service is better than Awesome.

 

[Fernand]

The one in Berkeley has been great, and stylish too ;-)

 

[ivan801]

Based on talking with several Tesla owners in the area, service has been improving as they are not slammed any more. I had a ranger come out today to do a seat belt sensor replacement, painless experience.

When I owned a Mercedes they did not send any rangers to my house, but they did try to charge me for stuff that was not broken on several occasions.

Buy a Tesla and drive happy

 

[GolanB]

The one in Berkeley has been great, and stylish too ;-)

View attachment 408546

Berkeley! My 'ol stomping ground. When I lived there, the car in season was Volvo. Can you guess what decade that was?

 

[EinSV]

Actually based on this thread alone with 50 replies, I think you are the first really negative report. On a very vocal, certainly more fussy folks forum. I'd say that's pretty darn good. Maybe I missed another negative one. But surely this thread show lots of positive experiences. It's good to hear.

And he doesn't own a Tesla. Just hangs out here posting negative stuff about them.