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Dear Elon Musk....

I know you will never see this but please for the love of god I love my Tesla but the customer service is the worst I've had in my lifetime. I know I'm not the only one either lol.
Thanks,
Mark
 

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Uncle Paul

Well-Known Member
Nov 1, 2013
6,299
7,636
Canyon Lake,CA
Too many people are taking isolated complainers and extrapolate that Tesla service is poor for everyone.

Tesla has increased their sales by 10X, so of course there are more complainers. Also more happy customers as well

They can do better...everyone can do better.

In my case, service has been better than most of the other cars (30) that I have owned.

Elon has the right idea. He is focused on making the production cars so well made and durable that service is something rarely necessary. Not there yet, but that is his goal.
 
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Uncle Paul

Well-Known Member
Nov 1, 2013
6,299
7,636
Canyon Lake,CA
The problem is that these people are becoming less and less isolated.

Having the car is a wonderful experience until it needs service.

That is what you hear from owners of most every automobile. They are great until you need to take them in for service. Then you hear complaints of warranties denies, parts back ordered, need a specialist to work on your exotic, and he is on vacation, we are all out of loaners, your insurance will not cover that, we are backed up right now, can't duplicate the problem, they all do that, etc. Common complaints for most every auto.
 
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When I need something done on a Toyota or Lexus I drive it out to the nearest dealer and put it in for service. With the Tesla it took me three days to figure out how to fool the app to the point where it would give me an appointment over a week later.

Can you explain why you needed to "fool" the app? "Schedule Service" is right on the main screen of my Tesla app, and I've used it a couple of times with no issue. It's easier than the online scheduling my Subaru dealership had, which I had no complaints about.
 
When I need something done on a Toyota or Lexus I drive it out to the nearest dealer and put it in for service. With the Tesla it took me three days to figure out how to fool the app to the point where it would give me an appointment over a week later.

seriously! any other car that i've owned when i need to bring it in for service i could just drive to their service center and they'll accept my car, tesla the earliest schedule i could get is 2 weeks from now. then a simple fix takes them a couple of days minimum where other manufacturers takes a couple of hours.
 
Can you explain why you needed to "fool" the app?

O.K. I bring up the app and it first asks me to put in the nature of the problem which I did and it then asks me where I want service. I put in the address and the app is hung. So I remove the app, download it again and try again. Same thing. After a couple cycles of this I decide it isn't going to accept any Canadian address so I put in an address across the border in VT. This it likes and sets me up with an appointment in Montreal about 3 weeks out. I get a confirmation e-mail. Then an hour later I get another e-mail telling me that the appointment has been rescheduled at Tyson's corner. I cancel that and start from 0 again. After about four cycles of this I decide to try the address of the city hall in the town I live in. The app won't accept that and hangs again. I then get the idea that I will try one of the addresses the app comes up with as I start typing my address. It comes up with one that is only about a mile from here so I check that address and it schedules a ranger appointment for me a little over a week out. I try to edit the incorrect address to my actual address and the app hangs. I quit, kill and reinstall. The ranger appointment at the wrong address is still in the system. At the scheduled time I plan to drive over to that address and sit in front of that guy's house until the ranger shows up (if he shows up). This is, IMO, really screwed up!
 
O.K. I bring up the app and it first asks me to put in the nature of the problem which I did and it then asks me where I want service. I put in the address and the app is hung. So I remove the app, download it again and try again. Same thing. After a couple cycles of this I decide it isn't going to accept any Canadian address so I put in an address across the border in VT. This it likes and sets me up with an appointment in Montreal about 3 weeks out. I get a confirmation e-mail. Then an hour later I get another e-mail telling me that the appointment has been rescheduled at Tyson's corner. I cancel that and start from 0 again. After about four cycles of this I decide to try the address of the city hall in the town I live in. The app won't accept that and hangs again. I then get the idea that I will try one of the addresses the app comes up with as I start typing my address. It comes up with one that is only about a mile from here so I check that address and it schedules a ranger appointment for me a little over a week out. I try to edit the incorrect address to my actual address and the app hangs. I quit, kill and reinstall. The ranger appointment at the wrong address is still in the system. At the scheduled time I plan to drive over to that address and sit in front of that guy's house until the ranger shows up (if he shows up). This is, IMO, really screwed up!
Did you call the Tesla support number? I would imagine they could fix that issue for you. They may not even know the issue exists.
 
I tried for hours to get a hold of the Tesla dealership in Orlando and finally got a hold of someone but they are so booked they couldn't actually help me. I had also called Tampa which is farther but they got me in on Friday. I had also called the 800 number and they also called me back so at least I got somewhere but I want those few hours of my life back. It should never be this hard ever.....
 

alphainfinity

Member
Supporting Member
Jul 11, 2019
170
125
Kalispell
Too many people are taking isolated complainers and extrapolate that Tesla service is poor for everyone.

Tesla has increased their sales by 10X, so of course there are more complainers. Also more happy customers as well

They can do better...everyone can do better.

In my case, service has been better than most of the other cars (30) that I have owned.

Elon has the right idea. He is focused on making the production cars so well made and durable that service is something rarely necessary. Not there yet, but that is his goal.

Uncle Paul,


I can't comment on the service as of yet, but the sales process is TERRIBLE. Order to delivery? TERRIBLE and inaccurate. Communication from Tesla once the order is made? TERRIBLE. Not even a phone call. Responsiveness of the delivery advisor? TERRIBLE. I am not complaining about not receiving a response in a few minutes, or hours or even days. I have had just about ALL of my communications go unanswered. Only a phone call into the main number prompts attention.

If their service is ANYTHING like the sales process, then Tesla is going to have major problems once their competitors start to catch up. I love what this company has done, and I am trying HARD to be a believer but this process for us has not been good.
 

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