Brand new Model S quality issues take months to resolve

[gabeincal]

Hi

I've taken delivery of a MS on June 30th, 2016 in Fremont, CA. At delivery, we have noticed many quality issues and have documented them carefully. The list was extensive and I've submitted this list to the delivery staff and later on to the service center in Sunnyvale, CA. As soon as I could, I tried to get an appointment to fix these issues. The first appointment was more than 1 month out in August. I've accepted this because there was nothing affecting the usage of the vehicle, only quality concerns that I wanted fixed or compensated for (on the day of the appointment, I even got an airbag light on the car).

Car got accepted into service on Aug 22 and I have not received it back since (Oct 5 today). I'm constantly in touch with the service center (and they are very responsive and courteous) and had been told various reasons why they cannot return the car yet (needs painting quotes, needs detailing, in body shop being realigned, wrong parts ordered, air bag light still on). Now at this point, can anyone suggest any escalation routes and compensation options? I've spoken to the local service manager and he was certainly very nice but did not follow up on anything he promised. Apparently, at some point the regional service manager was also involved, but I have not heard from him or seen him in person.

I want a perfect car for the amount of money I paid, but at this point, I even have doubts that if I get free services offered as compensation, whether I will want to use them if I get this kind of trouble.

Ultimately, I don't want another car as there is nothing on the market right now that offers what a MS does, but I expected way more from Tesla in terms of customer service and timeframes.

Thanks for your ideas,
Gabe

 

[jimmyjohn]

What makes / models have you driven in the past?
Thanks for the photos,

 

[gabeincal]

What makes / models have you driven in the past?
Thanks for the photos,

The past 5 years:
2 x BMW 3-series convertibles
Lexus RX350
Lexus GS300

Some photos attached.

 

[gabeincal]

And 2 more

 

[kort677]

What makes / models have you driven in the past?
Thanks for the photos,

why is that relevant? this person bought a new tesla and he deserves to have a new, functioning perfectly tesla! if they can't get his car right in a timely manner there should be an offer to supply a new car that does work.

 

[MP3Mike]

I want a perfect car for the amount of money I paid, but at this point, I even have doubts that if I get free services offered as compensation, whether I will want to use them if I get this kind of trouble.

Given that it probably would have been best to refuse delivery and request that they build you a new perfect car.

 

[msnow]

Hi

I've taken delivery of a MS on June 30th, 2016 in Fremont, CA. At delivery, we have noticed many quality issues and have documented them carefully. The list was extensive and I've submitted this list to the delivery staff and later on to the service center in Sunnyvale, CA. As soon as I could, I tried to get an appointment to fix these issues. The first appointment was more than 1 month out in August. I've accepted this because there was nothing affecting the usage of the vehicle, only quality concerns that I wanted fixed or compensated for (on the day of the appointment, I even got an airbag light on the car).

Car got accepted into service on Aug 22 and I have not received it back since (Oct 5 today). I'm constantly in touch with the service center (and they are very responsive and courteous) and had been told various reasons why they cannot return the car yet (needs painting quotes, needs detailing, in body shop being realigned, wrong parts ordered, air bag light still on). Now at this point, can anyone suggest any escalation routes and compensation options? I've spoken to the local service manager and he was certainly very nice but did not follow up on anything he promised. Apparently, at some point the regional service manager was also involved, but I have not heard from him or seen him in person.

I want a perfect car for the amount of money I paid, but at this point, I even have doubts that if I get free services offered as compensation, whether I will want to use them if I get this kind of trouble.

Ultimately, I don't want another car as there is nothing on the market right now that offers what a MS does, but I expected way more from Tesla in terms of customer service and timeframes.

Thanks for your ideas,
Gabe

Just to be clear, this entire list was documented in writing as a "due bill" at time of delivery not after and before you signed correct?

 

[jeffro01]

My goodness... That has to be one the more flawed Teslas I've seen come through delivery on this forum...

Posting here is a good start as it'll get some additional attention. Keep pressing the service center.

Jeff

 

[hpartsch]

Looks like you'd qualify for the lemon law based on the following criteria:

The vehicle has been out of service for more than 30 days (not necessarily all at the same time) while being repaired for any number of warranty problems

http://www.dca.ca.gov/acp/pdf_files/englemn.pdf


I'd get the money back and get a new one.

 

[gabeincal]

Just to be clear, this entire list was documented in writing as a "due bill" at time of delivery not after and before you signed correct?

Some of the items were noted at delivery and the rest (approx 60 items) was sent to delivery specialist the next business day after delivery. Most items have been acknowledged by the service center as genuine problems and have been put on a list to be addressed by them. I've dropped some items from the list as they're very minor and also have been able to fix some myself (like the stain on the rear seat visible in the picture).

 

[gabeincal]

Looks like you'd qualify for the lemon law based on the following criteria:

The vehicle has been out of service for more than 30 days (not necessarily all at the same time) while being repaired for any number of warranty problems

http://www.dca.ca.gov/acp/pdf_files/englemn.pdf


I'd get the money back and get a new one.

The way I understand the lemon law is that you cannot just take 1 bulletpoint out of that list. Am I wrong?

I think it needs to be all the criteria listed to be met at the same time to qualify...?

 

[hpartsch]

I would call one or more of the numbers at the bottom of the page. I almost did this with a car I had a few years ago (was 2 days short of the LL service requirement) -- and was told otherwise. Granted this was not for CA but the law was written extremely similarly.

 

[Neohippy]

I waited in line for my M3 reservation and have always wanted a Tesla. I'm almost positive I'm going to cancel my order at this point. The amount of issues with these cars and the time it takes to get them fixed now when the M3 isn't even out is troubling. Also they are rushing to get the car made without much testing. I'm realizing having owned many Lexus and being used to quality built cars I'm not sure I can handle spending 60k on a car that without a doubt will be at the service center. I have waited years to buy a Tesla but it seems like I might wait a few more to see if they get the issues solved.

 

[Bet TSLA]

I've taken delivery of a MS on June 30th, 2016 in Fremont, CA.... Car got accepted into service on Aug 22 and I have not received it back since (Oct 5 today).

Did they give you a loaner to drive while it's being serviced? Mine was once in for a few weeks and I drove a loaner that was a step up from my own car (P85D vs. P85). I was happy. And I had no problem putting hundreds of miles on their car rather than my own.

 

[gabeincal]

Did they give you a loaner to drive while it's being serviced? Mine was once in for a few weeks and I drove a loaner that was a step up from my own car (P85D vs. P85). I was happy. And I had no problem putting hundreds of miles on their car rather than my own.

I had a very early VIN p85+ for the first couple weeks and have requested an autopilot capable one which they gave me, so yeah, I'm thankfully not sitting in a rental. But I cannot enjoy the thousands I spent on my car already to have it tinted the right way, to have a dashcam recording front and back, have my next-gen seats, etc. Still, I realize it could be worse with an ICE rental...

 

[gabeincal]

I would call one or more of the numbers at the bottom of the page. I almost did this with a car I had a few years ago (was 2 days short of the LL service requirement) -- and was told otherwise. Granted this was not for CA but the law was written extremely similarly.

Thank you, I'll give them a call and see what we can do about this...

 

[hpartsch]

Thank you, I'll give them a call and see what we can do about this...

• The manufacturer or its agents have made two or more attempts to repair a warranty problem that results in a condition that is likely to cause death or serious bodily injury if the vehicle is driven;

BTW, in regards to the airbag issue -- this is a serious concern to me... You could easily argue that the airbag issue is still present (after more than one attempt, if you had good documentation even better) and that this issue could cause serious death or bodily injury if the vehicle is driven and in an accident.

 

[xav-]

What makes / models have you driven in the past?
Thanks for the photos,

I bought 3 brand new cars: one Nissan Altima one Scion FR-S and 2 1/2 weeks ago a Chevy volt.

Except a broken sensor on the Nissan I did not have any issues. Btw.. That was fixed in the 3 days..

 

[JohnSnowNW]

I waited in line for my M3 reservation and have always wanted a Tesla. I'm almost positive I'm going to cancel my order at this point. The amount of issues with these cars and the time it takes to get them fixed now when the M3 isn't even out is troubling. Also they are rushing to get the car made without much testing. I'm realizing having owned many Lexus and being used to quality built cars I'm not sure I can handle spending 60k on a car that without a doubt will be at the service center. I have waited years to buy a Tesla but it seems like I might wait a few more to see if they get the issues solved.

You're welcome to cancel, that would put me one place ahead in line, but unless you really need that $1,000...I'd just sit on it and see what shakes out.

 

[ApauloThirteen]

I had a very early VIN p85+ for the first couple weeks and have requested an autopilot capable one which they gave me, so yeah, I'm thankfully not sitting in a rental. But I cannot enjoy the thousands I spent on my car already to have it tinted the right way, to have a dashcam recording front and back, have my next-gen seats, etc. Still, I realize it could be worse with an ICE rental...

Well sorry to hear about that. The loaner helps... and you seem reasonable, trying to fix things yourself. Hopefully this all works out shortly....