Can we get hold of a human in Tesla Service ?

[ColaBay]

Short Story: few weeks back, mobile service fixed the appointment with SC for Monday (8/17 10 AM) , 2 parts were ordered. Got an updated that one part is received but other one is still pending. At this time I realize that Local service center (Charlotte) number just goes to a menu that has nothing but simple FAQs and will not lead anywhere .

Not whining, just confirming that only way to communicate (one way) to tesla service is by APP only ? At this point my only option is to modify the appointment to future date to avoid a trip with one part still in transit (seems like they are super busy , 3 weeks worth busy).

If anyone is curious: Side rear view mirror assembly has a rattle and need to be replaced, rear bumper was torn at delivery (from inside and only reason I noticed during delivery was was due to a gap at corner).

 

[Y_tho]

I've had a different experience, and haven't had any issue reaching the Rockville, MD service center over the past month or so (I took delivery about 3 weeks back). Sometimes my call is inadvertently routed to the Montgomery Mall showroom, but they're able to transfer me over with no issue when that happens.

I just called in and spoke with someone at the SC yesterday, as I added a second item to an upcoming mobile appointment. The person I spoke with arranged a new date (as my additional item, a door alignment adjustment, requires me to bring the car in, vs current mobile appointment for coat hook replacement), and that was that.

So tl;dr I don't think there's a definitive answer regarding whether you'll be able to reach someone at your local SC.

 

[ColaBay]

Thanks for responding, it seems Charlotte Service Center is not staffed at all. Finally after trying all options , i got one option that route me to "Welcome to Charlotte Service center.. this voice mail is full !! " . Glad to know that this may be a local issue. I live 100 miles from SC otherwise I will be driving there.

 

[kpinthebay]

In app, request mobile service for "other" body panel gaps. Someone will text you in a few hours that mobile service cannot do the repair. They will also provide you with a local service center phone number.
You're welcome.

 

[Gigaron]

I made my first SC appointment in person. The SA that I talked to actually came out to walk around my car and then brought out cleaning rags and spray to clean handprints off the seat and headliner.

She was really nice and I asked if it was possible to have a personal service advisor and she said yes. So I took her email address and phone number. Now I have one throat to choke (So to speak).

I looked her up on LinkedIn and it turns out that before she became a service advisor she was a Tesla HQ escalation specialist.

 

[RoBoRaT]

Thanks for responding, it seems Charlotte Service Center is not staffed at all. Finally after trying all options , i got one option that route me to "Welcome to Charlotte Service center.. this voice mail is full !! " . Glad to know that this may be a local issue. I live 100 miles from SC otherwise I will be driving there.

You should be able to talk to somebody at Service.

Try calling (704) 845-0689
Select 2 for Service
Select 3 for "To talk to someone about your car that is currently in service", and stay on the line.

Can you update us if you do/don't get to talk to a person?

 

[ColaBay]

You should be able to talk to somebody at Service.

Try calling (704) 845-0689
Select 2 for Service
Select 3 for "To talk to someone about your car that is currently in service", and stay on the line.

Can you update us if you do/don't get to talk to a person?

I tried the option 3 too, it was going into voice mail with message stating voice mail is full. It was also very close to 5 PM. I tried the parts department too earlier in the day and got voice mail (Not full !) and left message.
Update: Tesla service just texted me to let me know that loaners are out and they may or may not have one, they will provide UBER voucher. I was able to text back and ask more questions. They recommended coming in because next appointment is in September and other part they will send via Mobile service to install. Once I go there on Monday, I am going to get some answers from them about how to get hold of them . I will be happy to post those.

Thanks for the replies.

 

[ColaBay]

Update: Arrived at SC at 10 AM, gave me a loaner (Model S) to roam around in Charlotte. Lot of young people (Capable may be inexperienced), Advisors estimated delivery for 2 PM, Checked app around noon and it says 5 PM. Roamed around the mall a lot more, good outing. Arrived at SC 4:30 , was told that tech broke some piece of plastic while adjusting door, Car fix ETA now 3+ days. Apparently that just happened as I arrived and they could not notify me. Drove back to my home (100 Miles away) in the same loaner (furious and speechless).

Learning: If there is a door gap or rattle then please try to live with it at least for 3 months while techs learn or you learn to live with it. Service department seemed busy, at least 6 people in waiting.

Advisor said they have only 2 ppl and can't pick up the phones. The best way is to get service scheduled via app use the text message acknowledgment thread to have further conversations on (it is text-> email conversation). So no luck in finding a way to talk to service center using the public number. Every option leads to voice mail or FAQ kind of Q/A.

My car had 3 issues (2 noticed at delivery) , Rear Bumper corner had bulge at corner edge and inside hooks were not grabbing the body (they said torn holes torn, need new bumper - good with it), Rattle on Driver side mirror assembly (getting a new one). I should have never mentioned the Rear door (driver side) gap at the bottom. Hopefully they don't damage paint or anything else adjusting that door, not sure how they can break a plastic part while adjusting that.