Canadian Stores and Service Centers

[NoBeard]

Who knows. Could be there, could be in Halifax.
W/E, I just want one.

Could live with a center in Halifax and a Ranger in Moncton or Fredericton.
Still super nervous of pulling the trigger on the X when it's 600 km to Quebec City, and the quote of $1500 per service call.

I lived with an Equiobnoxious from GM for 3 years that was a nightmare and I can't imagine how it would have been to have to pay for service on each of those warranty calls.

 

[Vawlkus]

Could live with a center in Halifax and a Ranger in Moncton or Fredericton.
Still super nervous of pulling the trigger on the X when it's 600 km to Quebec City, and the quote of $1500 per service call.

I lived with an Equiobnoxious from GM for 3 years that was a nightmare and I can't imagine how it would have been to have to pay for service on each of those warranty calls.

If it helps any, my X has been well behaved for the year that I’ve had it here in Halifax.
Warranty work doesn’t cost you, it’s only stuff that isn’t that you’ll get charged for. A couple weeks after delivery, I had a junction box fail. Tesla handled the transport & repair as well as an Enterprise rental while they had my X. I even got to put in my receipts for gas used by the rental.
Let me know if there’s anything you want to know to help put your mind at ease. I can even throw in my referral code to get you free supercharging access.

 

[NoBeard]

If it helps any, my X has been well behaved for the year that I’ve had it here in Halifax.
Warranty work doesn’t cost you, it’s only stuff that isn’t that you’ll get charged for. A couple weeks after delivery, I had a junction box fail. Tesla handled the transport & repair as well as an Enterprise rental while they had my X. I even got to put in my receipts for gas used by the rental.
Let me know if there’s anything you want to know to help put your mind at ease. I can even throw in my referral code to get you free supercharging access.

Wonder if that's changed, here's the transcript of my email between the Tesla rep in Montreal and myself a couple of weeks ago...

Question:

Hey Carson,

Just checking in to see if you have an answer on whether inoperable/unsafe warranty issues would still be subject to the $1500 charge?

Answer:

Yes the $1500 does apply because the car would be out of region for the towing and it would be a towing cost or sending a mobile technician on the road.

However all warranty items will covered under warranty for repair.

Either they changed the rule or Carson has it wrong.
I think I'll phone Quebec City.

 

[Vawlkus]

It could be. Or it could be my service rep had it wrong and I got a freebie.
I’m dubious that that was the case, because another X driver I know has had two warrantee trips to Montreal covered.

 

[NoBeard]

Really hoping Carson got it wrong, it's the only thing preventing me from pressing go today.
If they have changed the policy it's a shame and will have an impact on sales any distance from a Service Center.
As I read through old forum threads here, it appears lots of changes have occurred in the service treatment over time as the company has evolved.
Hoping the "on your own" approach isn't the current one for new buyers.

 

[sauce]

I don't see how Tesla could make that stick. Warranty work is warranty work is warranty work and it's supposed to be covered from A-Z. A warranty means the company, not the consumer takes responsibility for defects under coverage. This should include ranger service if Tesla deems this option necessary to perform the repairs.

At least under Quebec consumer law this would be in effect I believe. Since a client may claim damages not related to the defective part, but caused by it (colateral damages if you will) , one could successfully argue that transportation expenses are arguably indeed colateral damages as well and should be covered by the manufacturer. The idea is that

In Quebec there is this notion of legal warranty that formalizes "goodwill" repairs but can be pretty far-reaching (It basically is up to the judge to determine what is a reasonable life expectancy under normal usage beyond the manufacturer's warranty, based on the owner's usage and maintenance record). I have personally experienced this with Honda when my AC compressor on my Acura TSX failed while having close to double mileage (136,000km) at which the warranty had expired and they accepted to cover the full cost of repairs under goodwill.

 

[InternetDude]

A “ranger” visit here in Saskatchewan is $1,500 regardless if it’s warranty related or not. It’s a travel fee essentially.

 

[NoBeard]

A “ranger” visit here in Saskatchewan is $1,500 regardless if it’s warranty related or not. It’s a travel fee essentially.

That sounds pretty definitive.
Guess I can expect the same answer from Quebec City.

 

[NoBeard]

A “ranger” visit here in Saskatchewan is $1,500 regardless if it’s warranty related or not. It’s a travel fee essentially.

From the Roadside Assistance section of the website... Green Bold emphasis is mine

ROADSIDE ASSISTANCE
Tesla Roadside Assistance is a service intended to minimize inconvenience when your Tesla vehicle is inoperable. This service is available during the first 4 years or 80,000 km, whichever occurs first for vehicles covered by the New or Used Vehicle Limited Warranty at the time of the occurrence. Roadside Assistance will also be provided under the Battery and Drive Unit Limited Warranty for any issues related to either of those two components; excluding collision coverage. For vehicle malfunctions due to warrantable issues, transportation services for the first 800 km is covered by Tesla; is limited to one tow per incident; and does not cover transportation due to issues not covered by the warranty. Please refer to our Roadside Assistance policy for full details and disclosures.

So Saskatoon and Regina are both within 800 km of Calgary Service Center, ever ask for a tow there and arrange for a drive home?

 

[Ledge]

From the Roadside Assistance section of the website... Green Bold emphasis is mine

ROADSIDE ASSISTANCE
Tesla Roadside Assistance is a service intended to minimize inconvenience when your Tesla vehicle is inoperable. This service is available during the first 4 years or 80,000 km, whichever occurs first for vehicles covered by the New or Used Vehicle Limited Warranty at the time of the occurrence. Roadside Assistance will also be provided under the Battery and Drive Unit Limited Warranty for any issues related to either of those two components; excluding collision coverage. For vehicle malfunctions due to warrantable issues, transportation services for the first 800 km is covered by Tesla; is limited to one tow per incident; and does not cover transportation due to issues not covered by the warranty. Please refer to our Roadside Assistance policy for full details and disclosures.

So Saskatoon and Regina are both within 800 km of Calgary Service Center, ever ask for a tow there and arrange for a drive home?

This may have changed recently. The roadside assistance policy that I had to sign for my June 2018 order makes it clear that the 800km transportation is only provided if the vehicle is not drivable. Quoted from the Roadside Policy document below:

"Towing: For vehicles that are not drivable due to a vehicle malfunction, and the vehicle malfunction is due to a warrantable issue, transportation services are covered by Tesla for the first 500 miles (800 km) to the nearest Tesla Service Center."

For flat tires, that distance is reduced:

"transportation services are free of charge to the nearest Tesla Service Center within 50 miles (80 km) of the vehicle location. You are responsible for transportation costs beyond this distance or from such locations to any additional location."

When I placed my order I was told, in no uncertain terms, that I would be responsible for paying the Ranger fee for any warranty work I needed done to the vehicle. The only way to avoid paying the fee is to drive it myself to Minneapolis or Calgary. That being said, there are apparently enough Tesla's in Winnipeg that every couple of months they will send a Ranger, and split the fee between everyone who needs it at the time (typically between $20-$200 I've been told).

 

[sauce]

This may have changed recently. The roadside assistance policy that I had to sign for my June 2018 order makes it clear that the 800km transportation is only provided if the vehicle is not drivable. Quoted from the Roadside Policy document below:

"Towing: For vehicles that are not drivable due to a vehicle malfunction, and the vehicle malfunction is due to a warrantable issue, transportation services are covered by Tesla for the first 500 miles (800 km) to the nearest Tesla Service Center."

That seems fair enough... So really, ranger service would be inapplicable in those situations if Tesla is to cover transport to the SC. Of course that implies the inconvenience of being out of your car for possibly longer but that is definitely Tesla's prerogative. As long as the repair gets done and car is returned in a condition where the owner can resume his normal usage of the car that is all within the legal requirements of warranties.

 

[NoBeard]

So it has changed since Vawlkus had his issue.
When we were driving our smart car the MB nearest stealership had a ranger that did a scheduled tour to cover all the warranty work in the province and was also available for any non-warranty service.
It would be nice if Tesla looked at that model, you can always wait a month or two for a scheduled visit for non critical work, and the tow of 800 km for critical undriveable repairs is a reasonable limit.

 

[Vawlkus]

Been going thru my emails, but I don’t have a written record of how it played out.
Going by memory, I think my service advisor had to get approval to flatbed my X to Montreal since I was outside the normal limit for towing. Unhappily, my memory is spotty at best, so I could be wrong. Nor do I recall any details, other than the company that picked my X up.

 

[NoBeard]

This may have changed recently. The roadside assistance policy that I had to sign for my June 2018 order makes it clear that the 800km transportation is only provided if the vehicle is not drivable. Quoted from the Roadside Policy document below:

"Towing: For vehicles that are not drivable due to a vehicle malfunction, and the vehicle malfunction is due to a warrantable issue, transportation services are covered by Tesla for the first 500 miles (800 km) to the nearest Tesla Service Center."

For flat tires, that distance is reduced:

"transportation services are free of charge to the nearest Tesla Service Center within 50 miles (80 km) of the vehicle location. You are responsible for transportation costs beyond this distance or from such locations to any additional location."

When I placed my order I was told, in no uncertain terms, that I would be responsible for paying the Ranger fee for any warranty work I needed done to the vehicle. The only way to avoid paying the fee is to drive it myself to Minneapolis or Calgary. That being said, there are apparently enough Tesla's in Winnipeg that every couple of months they will send a Ranger, and split the fee between everyone who needs it at the time (typically between $20-$200 I've been told).

So checking in with the "competition"...

Jag in Halifax has told me their iPace policy is anything service related is handled with a valet service. They bring a loaner car to us from Halifax (435 km) and charge us for the gas to do so, and bring back the car when the service is done. I'm guessing round trip twice would be 200 ish litres, about $300. A fair bit more reasonable than $1500.
They also have plans for a Jag/RR dealership in Moncton over the next couple of years, they apparently have already bought the land for it.
Maybe a little competition in the EV business will help Tesla be a little more competitive in this manner.

 

[anderslangen]

Any updates on the Kitchener location?

 

[Mayhemm]

That being said, there are apparently enough Tesla's in Winnipeg that every couple of months they will send a Ranger, and split the fee between everyone who needs it at the time (typically between $20-$200 I've been told).

Living well outside the distance required to max out the Ranger fee, I've taken advantage of this compromise several times. If the Ranger for the area is making their rounds through less-covered provinces, you can make arrangements to meet them and have repairs performed without incurring a Ranger fee (aside from the $100 minimum).

 

[amaccallum]

Local Halifax media reported that Tesla is panning to open up a service center here soon. Tesla reps actively scouting locations, 20-25 sq ft facilities looking to lease or new build. See AllNovaScota Aug 3rd edition (paywall) for more details.

 

[amaccallum]

Local Halifax media reported that Tesla is panning to open up a service center here soon. Tesla reps actively scouting locations, 20-25k sq ft lease or new build. See AllNovaScota Aug 3rd edition (paywall) for more details.

 

[Peter_M]

While that would be great for Halifax and Atlantic Canada in general, it would make me wonder what Tesla has against Ottawa. When I got my car in December 2013, the delivery specialist said "The good news is there will be a service center in Ottawa shortly" which sounded like he hoped it would be a few months but it might be a year. Well almost 5 years later, still nothing... On the other hand, "soon" might be 5 years for Halifax too.

 

[NoBeard]

While that would be great for Halifax and Atlantic Canada in general, it would make me wonder what Tesla has against Ottawa. When I got my car in December 2013, the delivery specialist said "The good news is there will be a service center in Ottawa shortly" which sounded like he hoped it would be a few months but it might be a year. Well almost 5 years later, still nothing... On the other hand, "soon" might be 5 years for Halifax too.

So "Elontime" exists throughout the organization then!
Happy to see something in Halifax but it does seem odd that Moncton wouldn't be first given the proximity to the most population within a couple of hundred KM, but maybe the higher density population in the 'fax makes it more attractive... or they've been told something about future NS Carbon Tax plans...