I continue to experience real frustration with Tesla service, even while still enjoying the vehicle. The only good news is that service is not necessary very often. I am on my third Tesla now. The first one a 2013 MS60, the second a 2020 MX, and after a rear end collision when the 2020 was totaled, a new 2024 MX delivered in late March.
1. The Tesla iPhone Service app is a real frustration, and serves to simply keep the customer away and avoiding engagement with Tesla service personnel. Remarkable to pay almost $100k for a vehicle, and experience this degree of indifference to customer needs. I rarely get a message returned when sending a message to the Svc Ctr., and don't even consider trying to call them on the phone. In the best 19th century fashion, I now find the only way to communicate is to drive to the Svc Ctr. for in person conversation.
2. Everything with Tesla takes way too long. If I schedule a service appt in three weeks, I don't expect to wait an additional two weeks with my car sitting on their lot waiting for service attention. Schedule me out several weeks, but get to work that day.
3. My latest frustration was the presence of rattles in the falcon doors and the driver door on delivery in late March of my new 2024 MX. I tried to schedule an appointment within days of delivery, and was given a schedule in three weeks. I had a family emergency and had to reschedule two days prior to the appointment, and was rescheduled two weeks into the future. It was a cool day, and the rattles were not easily reproduced so we rescheduled 4 weeks later. All ok (except for the presence of these rattles in the first place on a new vehicle).
4. With the rattles easily demonstrated to the tech, the car was taken in on a Monday and estimated repair completion was five days. On the appointed completion date, it was then revised to nine days. When I received no notice of completion after the appointed ninth day on the app, I submitted a message on the app asking for estimated completion date. No message has returned as of two days later, going into the weekend. I would have thought that stopping rattles in a new vehicle might have been a one day job. But not so.
5. Tesla takes far too long to provide service, and the customer service experience is awful, relying on an iPhone technology which certainly works for scheduling matters, but awful for meeting atypical customer needs or answering questions. The app is also good at providing the videos. But I was appalled at the absence of a written instruction manual on this new vehicle, Tesla relying once again on digitizing the customer experience. I have found that when I get to one of their service writers at the Svc. Ctr., they seem well trained and courteous.
6. With a well deserved reputation for poor and delayed service, why is the service center closed on Saturday and Sunday?? Their service business is way behind on meeting customer needs but Tesla must take the weekends off. Hire and train sufficient people to meet customer needs. Won't happen overnight, but not challenging over time.
7. Contrast the Tesla service experience with comparably priced brands such as Lexus or Mercedes. Prompt in-person and telephone courteous personal service when needed, and service delivered in a timely manner.
8. I have been in Teslas since their beginning. My first VIN was 28,xxx. But I will be looking elsewhere on my next EV purchase as the other manufacturers market products which begin to compete with Tesla, but deliver service and a customer experience one should expect with a product of this expense.
Billmccl
1. The Tesla iPhone Service app is a real frustration, and serves to simply keep the customer away and avoiding engagement with Tesla service personnel. Remarkable to pay almost $100k for a vehicle, and experience this degree of indifference to customer needs. I rarely get a message returned when sending a message to the Svc Ctr., and don't even consider trying to call them on the phone. In the best 19th century fashion, I now find the only way to communicate is to drive to the Svc Ctr. for in person conversation.
2. Everything with Tesla takes way too long. If I schedule a service appt in three weeks, I don't expect to wait an additional two weeks with my car sitting on their lot waiting for service attention. Schedule me out several weeks, but get to work that day.
3. My latest frustration was the presence of rattles in the falcon doors and the driver door on delivery in late March of my new 2024 MX. I tried to schedule an appointment within days of delivery, and was given a schedule in three weeks. I had a family emergency and had to reschedule two days prior to the appointment, and was rescheduled two weeks into the future. It was a cool day, and the rattles were not easily reproduced so we rescheduled 4 weeks later. All ok (except for the presence of these rattles in the first place on a new vehicle).
4. With the rattles easily demonstrated to the tech, the car was taken in on a Monday and estimated repair completion was five days. On the appointed completion date, it was then revised to nine days. When I received no notice of completion after the appointed ninth day on the app, I submitted a message on the app asking for estimated completion date. No message has returned as of two days later, going into the weekend. I would have thought that stopping rattles in a new vehicle might have been a one day job. But not so.
5. Tesla takes far too long to provide service, and the customer service experience is awful, relying on an iPhone technology which certainly works for scheduling matters, but awful for meeting atypical customer needs or answering questions. The app is also good at providing the videos. But I was appalled at the absence of a written instruction manual on this new vehicle, Tesla relying once again on digitizing the customer experience. I have found that when I get to one of their service writers at the Svc. Ctr., they seem well trained and courteous.
6. With a well deserved reputation for poor and delayed service, why is the service center closed on Saturday and Sunday?? Their service business is way behind on meeting customer needs but Tesla must take the weekends off. Hire and train sufficient people to meet customer needs. Won't happen overnight, but not challenging over time.
7. Contrast the Tesla service experience with comparably priced brands such as Lexus or Mercedes. Prompt in-person and telephone courteous personal service when needed, and service delivered in a timely manner.
8. I have been in Teslas since their beginning. My first VIN was 28,xxx. But I will be looking elsewhere on my next EV purchase as the other manufacturers market products which begin to compete with Tesla, but deliver service and a customer experience one should expect with a product of this expense.
Billmccl
Last edited:
