Exactly. My first Tesla 2013 MS....incredible great service experience.
Fast forward to 2nd MS p100d....worst experience of any car owned. Last Thursday in for service: 1. "Use the app" --- not allowed to talk to anyone about my $150,000 car. EXCEPT ....when THEY want something from ME (THEY want ME to fill in a next day cancellation for them with my appointment in the future)...they call me and expect to talk to a human! I hate the app. When at the service center I am told to use the app to access the invoice. It does not work. The ONE GUY they have out front running around like a chicken says he will print one up. Meanwhile, I cut my hand on a jagged edge counter side that stuck out. Bleeding on the ground while I wait. 2. The service center is a mess. Not kept up at all. Maybe they really expect the "stay in your car with your mouth shut" policy will actually work. One guy out front working very hard to try and corral all the check-ins and check-outs. Not succeeding.
I really get a pit in my stomach when facing the possibility of using Tesla service. Worse than anticipating the dentist. HE answers the phone even on weekends. I have resorted to asking HIM Tesla service questions.