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Costa Mesa Service Center Experience

Discussion in 'Model 3' started by pleeau, Aug 30, 2018.

  1. pleeau

    pleeau Member

    Joined:
    Jan 30, 2017
    Messages:
    86
    Location:
    California
    I recently had to make several trips out there. And although I had several issues (No loaners, difficulties with Lyft on the way back, waiting around without being served, lack of communication, issues not fixed requiring me to return...), I could tell the young staff were trying pretty hard to be upbeat and do their best. They are really let down by the lack of a good system and support to deal with the volume. So i'm not upset with the whole experience overall, but I am on that seemingly infinite list for the body shop to correct the paint job.

    However, the main reason i'm starting this thread is to commend one young gentleman there, Dan (sorry can't remember his last name). When he saw me standing around for a while waiting, he was the one who came up to help even though he was the furthest away. When I saw a loaner sitting in the lot, even though I was supposedly on the list and waiting for a call to bring my X in (needed service for the 3 and the X), he went inside and took care of it immediately.

    So props to Dan - more proactive staff like him please!
     
    • Like x 4
    • Love x 2
  2. Jedi2155

    Jedi2155 Model 3 has Arrived.

    Joined:
    Jul 6, 2018
    Messages:
    1,226
    Location:
    Diamond Bar, CA
    Great to hear this. Despite my terrible experience with having delivery delayed (which I blame on Tesla's logistic system), the workers themselves such as Nina (who has been helping me), seem to be very understanding and more friendly than my Delivery Specialist. They certainly seem like they're trying and not trying to rush me at all on the phone. Haven't visited in person yet...
     
  3. bolton2160

    bolton2160 Member

    Joined:
    Aug 2, 2018
    Messages:
    34
    Location:
    Barstow, CA
    I was there a few weeks ago and everything went well until I was told my car was done and all they had to do was check the tire pressure and I'd be on my way. Well 45 minutes later my car and the person helping me were no where to be found. Turns out that my Rep had gone off to lunch and left a couple customers in limbo. But I do have to commend all the staff there that could tell I was a little upset. Several of them approached us and asked what we needed and they eventually got us on our way. There was a miss understanding somewhere. They knew I was miffed when I left but I thanked them all for helping. 30 minutes later I received a call from the Rep apologizing for everything which was a very nice surprise. Nothing anywhere is going to be perfect all the time and problems are going to arise. It is satisfying though when they acknowledge the mistakes and do what they can to make it right.
     
    • Like x 4
  4. ericbs

    ericbs Member

    Joined:
    Jul 31, 2017
    Messages:
    55
    Location:
    so cal
    Yeah the lack of communication by the SC staff is the most concerning. Dropped off the Wednesday before labor day for a windshield replacement (ordered months ago) and for a bolt missing from the fender. Told the advisor, i need the car by the end of the day Friday since I was planning on going on a road trip Saturday. She said shouldn't be a problem. Long story short (no replies to my texts, vague answers when I call, no reply to my email) the car was finished Tuesday. Frustrating/infuriating to say the least. I really hope the next focus is improving the SC experience. They are thoroughly overworked and can imagine it's only going to get worse as more Teslas hit the road (especially here in So Cal)
     
  5. 30seconds

    30seconds Active Member

    Joined:
    Feb 28, 2013
    Messages:
    1,969
    Location:
    SF
    this seems to be a particularly bad location
     
  6. Jedi2155

    Jedi2155 Model 3 has Arrived.

    Joined:
    Jul 6, 2018
    Messages:
    1,226
    Location:
    Diamond Bar, CA
    I've heard if given the opportunity, head over to Palm Springs if your commute is somewhat similar.
     
  7. Roentgen

    Roentgen Member

    Joined:
    Apr 1, 2016
    Messages:
    292
    Location:
    Southern California
    I've had my X since 2016, and have seen the evolution of this SC. I find that they are still great - I've never had a bad experience there (also because my X has been super reliable?). But the change in their service volume is very apparent. The sheer number of Teslas in OC is astounding! Almost every stoplight in Irvine, I'll see a Tesla or three. And they're all going to go to Costa Mesa.
     
  8. ericbs

    ericbs Member

    Joined:
    Jul 31, 2017
    Messages:
    55
    Location:
    so cal
    Yes it's pretty crazy here in OC. Among work colleagues/friends, there's probably 8-10 of us that got/will get their 3. Fortunately we shouldn't have a need to go service centers often. But when we do, I hope the experience improves (my initial visit to get the windshield ordered wasn't too bad, but i also didn't have to leave the car so..).
     
  9. Darren Donovan

    Joined:
    Mar 25, 2013
    Messages:
    444
    Location:
    Central CA
    Well, if Tesla QC was better, then the underlined wouldn't happen so often. I feel for the staff at the Service Center, more cars are unleashed/delivered to the public = more defective vehicles need service, while no new Service Centers are built and no new staff are hired.
     
  10. Roentgen

    Roentgen Member

    Joined:
    Apr 1, 2016
    Messages:
    292
    Location:
    Southern California
    True. But I also think Tesla clientele are a bit higher maintenance than average. Maybe spoiled by how good it used to be when the S and X first came out. The forums are filled with people bringing their cars in for really minor things. Which is not to downplay some of the egregious QC issues that have also been publicized...!

    Among some other minor issues, the passenger mirror light on my X was constantly on (during driving - you could see it on even with the flap over it closed). I called and emailed about it to get it on record, but only got it fixed when I brought the car in for scheduled routine service. Almost a year later, probably! I'm a lumper. If it doesn't need to be fixed right away, I'm happy to let it get done along with other minor things together in a bundle, rather than have to bring the car in multiple times and suffer/inflict the inconvenience multiple times. Maybe they understand this and appreciate it? Maybe it's why I've never had a problem there? They have never been anything short of courteous and understanding to me.
     
    • Like x 1
  11. RandomCony

    RandomCony Member

    Joined:
    Jul 21, 2018
    Messages:
    16
    Location:
    Orange County
    They just need a bigger facility tbh. Coming from a Lexus, every service advisor has their own office and the loaner area has a dedicated office to process as well
     
  12. trunks13

    trunks13 Member

    Joined:
    Jul 12, 2018
    Messages:
    58
    Location:
    CA
    I got my car back from the Costa Mesa service center this weekend. It was my first SC experience for delivery issues

    Dan and Tanya were patient in addressing all my questions and were excellent throughout the whole process.
     
    • Like x 3
  13. ygslee

    ygslee Member

    Joined:
    Aug 17, 2018
    Messages:
    9
    Location:
    Orange County
    My first experience at Costa Mesa service center was not good. It took me 3 weeks to get a service appointment, then on the day of the appointment, I got a message a loaner will not be available. Basically, I'm out of a car for 3 days for Tesla to address manufacturing issues.

    My appointment was for 1:30 PM, I arrived at 1:20 PM, was quickly checked in. However, a service manager didn't come out to see until 2:10 PM. I was waiting in my car for 50 minutes! Apparently, the SM was off for lunch... The service center is just stretched way too thin. Given the density of Tesla owners in the Irvine/Newport area, they really need to expand or build another center in southern Orange County.
     
  14. 20140emission

    20140emission Member

    Joined:
    Aug 16, 2018
    Messages:
    29
    Location:
    California
    Recently at Costa Mesa service center and took this picture across the street. Judging the dust on these cars, you can guess how long these cars were left in the street collecting dust waiting for service. Shame on you, Elon.
     
  15. i7iceguy

    i7iceguy Member

    Joined:
    Feb 19, 2018
    Messages:
    22
    Location:
    Ladera Ranch, CA
    I've had pretty mixed experiences at Costa Mesa. I brought in my model 3 for two things. First, dashboard had bubbling. Second, there is a hair in the clear coat. They told me they will call me and schedule our a bodyshop appointment for the clear coat and call me as soon as the new part arrived for the dashboard. This was almost 2 months ago. I escalated to executive support and was finally able to get a call back two weeks ago. They told me they would call me back in a week to schedule an appointment but I have yet heard back from them. I've also been told they no longer have tesla loaners and everything goes through enterprise.
     

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