So, we ordered a Model Y but decided to cancel. Not so much because of the QC issues currently (although that's a big con cern) but rather, my service experience with my 6 month old Model 3. Now, let me start by saying I'm NOT one of those OCD types expecting a perfect car. In fact, I went into this with very low expectations regarding assembly quality just to prepare myself.
But, when you have an OBVIOUS problem... the response from multiple service centers and mobile techs is always the same: "They're all like this" or "it's within Tesla specs". Here are some examples:
I could go on and on but this is NOT acceptable. Had a Chevy Bolt EV and a Volt and service experience was exceptional and had no issues with the cars. We have a Kia Niro EV now and same deal. Customer service is amazing and no problems. Do I love the way the car drives? Absolutely! But when something is not working in a brand new car, FIX IT.
Rant over.
But, when you have an OBVIOUS problem... the response from multiple service centers and mobile techs is always the same: "They're all like this" or "it's within Tesla specs". Here are some examples:
- My drivers seat back is loose and moves back/forth when driving/braking. Passenger seat is tight with no movement. Checked a car at the dealer and neither seat has movement. Check my neighbor's 2018 and no movement. To me, this is more than just an annoyance. It's a safety concern as it's been getting worse, not better. Showed a mobile tech while he was replacing defective door weatherstripping and he said flat out it wasn't normal, the seat was securely fastened to the floor, the problem was internal to the seat and it would have to be disassembled or replaced, and he instructed me to make an appointment for repair. I made the appointment. I included the comments from their tech. I get an email today saying I'm responsible for $97.50 in labor charges unless it's a problem covered under warranty. SO here's the deal. Every time I go in for service, they tell me it's within spec. Every time. I have no doubt they'll tell me the same thing this time. Only, I'll have to fork out $100 for them to tell me that.
- Drivers air vents were only blowing in my lap... air couldn't be directed higher than my waist. Brought it in and the Service Advisor confirmed the issue... then talked to a tech.... he came back and said "I'm going to look into it and I'll fix it remotely from here". Never heard back. Go to a different service center and they say "it's normal... the steering wheel blocks the air so you won't feel it on your face... I'll compare it to another car but it's within spec". Calls to say he compared it to another car and it's working fine so I explained "It's 100 degrees out and it USED to blow on my face but stopped. Now I have cold legs and now cool air up top. it's NOT normal... check another car!" SO he calls back the next day and says "well, I don't know what was wrong with the first car we check yours with but we just checked it with a different 3 and you're right... it isn't working as designed. We're going to order a replacement vent assembly and have a mobile tech replace it at your home". SO the mobile tech arrives with the replacement part and tells me it's working fine and doesn't need to be replaced. UH WHAT????? I even sat in the car and showed how the air only blows in my lap and he still insisted it seemed fine to him. It wasn't until he saw I was losing my patience that he finally agreed to replace it.... and he did.... and it fixed the issue.
- I've had an issue with the car since delivery where several times a week, I get in the car and it's dead. No screen, brake pedal is hard as a rock, nothing. Only way to get it back is to hold the brake pedal and press both buttons and eventually it reboots and seems ok. I explained this to 2 service departments who told me they couldn't repeat the issue... or that that it was a known issue that would be fixed in an update. That was in March. We've had a dozen updates and still problem exists. I was able to chat with Tesla online and they told me to use the power off feature, wait in the car for 3 mins, and this would reset everything. Nope. Chatted again and they said to keep a log of the exact day and time this happens so they can investigate... which I did... and I shared it with the service department. They said again it's a known issue and will be fixed in a future update. UH....? So I mentioned it to a service advisor who called to verify a mobile repair and he said "Just tell your car never to go to sleep... it's a setting somewhere in the menus" Uh.... WHAT?
I could go on and on but this is NOT acceptable. Had a Chevy Bolt EV and a Volt and service experience was exceptional and had no issues with the cars. We have a Kia Niro EV now and same deal. Customer service is amazing and no problems. Do I love the way the car drives? Absolutely! But when something is not working in a brand new car, FIX IT.
Rant over.