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Communication and UK Service Centre

Discussion in 'The UK and Ireland' started by ShaneX, Sep 19, 2017.

  1. ShaneX

    ShaneX Member

    Joined:
    Dec 16, 2016
    Messages:
    30
    Location:
    Cambridge
    Hi All,
    My MX died on my driveway last week, some problem allowed the 12V battery to drain too low, during a software update it died and could not be recovered.

    Actually that was all good beause roadside assistance was very prompt and the car was taken away to Milton Keynes on Wed. Since then, no information at all. MK SC do not reply, Tesla roadside says that MK is very busy and all they can do is to leave a note on my file for them to call me.

    As this is my first time with a car in a SC, is this lack of info normal? I had read somewhere that tesla prioritise breakdowns and try to get cars back on the road again...?

    Thanks
    Shane
     
  2. thegruf

    thegruf Active Member

    Joined:
    Mar 24, 2015
    Messages:
    1,333
    Location:
    UK
    MK SC are relatively new but need to get their act together.

    They're a real nice bunch of willing people but their organisation and communication needs sorting and fast.
    I have previously constructively discussed my inconsistent experience with them, and they understood my comments and promised to get things improved.

    still work in progress it seems :(
     
  3. xnetco

    xnetco Member

    Joined:
    Dec 31, 2016
    Messages:
    34
    Location:
    Hertford
    I've had similar issues with the Heathrow SC. I had to ask the service manager to call me back and then dealt with her directly from then on.
     
  4. cezdoc

    cezdoc Member

    Joined:
    Aug 15, 2015
    Messages:
    38
    Location:
    Aberdeen, UK
    Anecdotally, communication can be a bit hit and miss and does seem to vary between service centres. I would expect them to provide you with a loan car as it sounds like a warranty issue so hopefully you're not too inconvenienced. But obviously they should also have a contact person who can at least take and/or return your calls.

    The timing is a bit unfortunate as it's coming up to the end of the quarter and Tesla have a habit of rushing to get as many deliveries to customers before month end. This could explain why they are so busy. At the start of last week my nearest SC (Edinburgh) were unable to offer any booking slots for minor warranty issues until October, and normally they are excellent in terms of availability and communication.
     
  5. ShaneX

    ShaneX Member

    Joined:
    Dec 16, 2016
    Messages:
    30
    Location:
    Cambridge
    Thanks,
    can't get through to anyone...
    ..apart from my car, via the app, which still thinks its at home (so i guess it has no GPS signal), but all the doors, boot and frunk are open! which is something. small mercies
     
  6. ShaneX

    ShaneX Member

    Joined:
    Dec 16, 2016
    Messages:
    30
    Location:
    Cambridge
    Got through! As reported, nice people, crazy busy. car being worked on.
    Its really nice to speak to people so committed to the mission - as tesla owners we are lucky to interact with such people, I just hope they are given the resources they need before they all burn out. ace committed people work v hard, get themselves exhausted and peeved - it can happen very fast
     
    • Like x 1
  7. KetanP

    KetanP New Member

    Joined:
    Sep 1, 2017
    Messages:
    1
    Location:
    London
    Who was the Service Centre Manager? I'm having issues with Heathrow as well. I'd booked in my MX to sort out some niggles from delivery (misaligned doors and DAB not working). Although it was booked in, that doesnt seem to mean that they have scheduled the time in the workshop! Apparently, still waiting to make it into the workshop.
     
  8. WannabeOwner

    WannabeOwner Active Member

    Joined:
    Nov 2, 2015
    Messages:
    1,382
    Location:
    United Kingdom
    That's been my experience too, and the person that phoned me each day to tell me "Courtesy call, Nothing has happened" was useless. I'm sure I should have been more pushy, but I had a Loaner and far better things to do with my time ...

    ... "We are waiting for parts, expecting them tomorrow" ... fine, but presumably it is possible to know WHEN parts are scheduled to arrive, so that same answer 10 days in a row is absolute rubbish. Car getting from "At Service Centre" into "In workshop" and "Something happening" has taken days on every occasion to date.

    They also have no idea what needs doing when I turn up - seems like thy get the file (e.g. copy of my email) out when i arrive and waste my time going through it line by line with me.

    On one occasion I took videos of the problem, all uploaded to YouTube etc. and detailed in my email - I know that 'coz they went through it all with me at reception :) Then I got a report of "Can't find any fault" ... eventually when I got to speak to the engineer working on the car, direct, and he had no knowledge of the videos ... but once he'd seen them he was quickly onto the problem ... Must have taken me an hour to make, edit and upload the videos ...

    ... but when I collected it the the airbag warning light was on, not noticed by service, so I couldn't actually take it away. That took another 10 days to get workshop time ... and the same "waiting for parts" story again.

    More recently I asked for the car to be serviced whilst I was on holiday, and fixing of some non-critical faults. They couldn't fit it in, fair enough, so I asked them to schedule it after my return. I explicitly asked them to contact me with a service-date after my return (because no COMMs whilst on holiday) ... and when I got back I got an email a couple of days later "I gather you want to book your car in for a service". No knowledge of the faults I had listed ...

    ... I gave up at that point, far too busy to spend the time going through ti all YET again ... although its seriously overdue for service now.

    I suppose that part is not so bad ... 27.000 miles service interval isn't going to wash with an ICE !
     

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