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Frustrated with Tesla service center.

Discussion in 'Model S' started by Wknapp0924, Jun 4, 2016.

  1. Wknapp0924

    Wknapp0924 Member

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    I waited months for an appointment and yesterday at 930am was my appointment. I took the day off work to take my car in.

    When I get there the service advisor tells me I am 16th and they might not get to my car until Monday?!? I got a Mercedes for a loaner car and a ride to Enterprise where they did not have a reservation for me and spent 20 minutes verifying with Tesla.

    Why schedule an appointment for service and not even touch the car for two days? Wouldn't it be easier to have me come in on Monday. I heard all the good from Tesla service centers but this experience with the Costa Mesa Service Center has been very disappointing.

    Looks like I need to take a second day off of work to pick up my car now too.
     
  2. James Anders

    James Anders Member

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    Why would you have to take an entire day off just to pick up the car? Is the SC far away?
     
  3. Wknapp0924

    Wknapp0924 Member

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    It's about 60 miles away and I didn't think that installing a center console would take all day so I was going to get a loaner, cruise around, grab a bite to eat, catch a movie and get my car after. The work schedule isn't the point. The point is why schedule appointments and have a car sit for days without being touched?
     
  4. James Anders

    James Anders Member

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    My guess is that it's hard to predict the time. You have no-shows, jobs that take more or less time than originally estimated, etc. They did say "might" not be able. If they just scheduled you for Monday - and then found they did have the time to do it on Friday then they would be sitting idle. At least they gave you a reasonable loaner car.
     
  5. Lump

    Lump Active Member

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    Others have reported similar experiences where cars were untouched for days, Service Center capacity lags far behind what is needed in California & Norway. the MX issues didn't help.

    Remember this? Screen Shot 2016-06-04 at 12.43.20 PM.png
     
  6. AMPd

    AMPd Active Member

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    I'm sorry you're having trouble with your SC
    Luckily the one near me has fantastic staff that went beyond their requirements to please me
    I guess it's true that service varies from SC to SC
     
  7. Wknapp0924

    Wknapp0924 Member

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    Well new update.
    First call saying it will be done today

    Second call saying the trim needs to cure which will make it not available until Monday. Disappointing but I understood and want the work done correctly.

    Third call saying the car won't be ready until Tuesday at close because they didn't get to replacing the trim today even though I dropped the car off yesterday morning.

    So much for world class service.
     
  8. Wknapp0924

    Wknapp0924 Member

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    I understand a backup. What I dont understand is how having someone make an appointment and then paying for them to have a rental car for 3-4 days while their car sits in the parking lot. That is bizarre and not a very good business practice.
     
  9. TaoJones

    TaoJones Beyond Driven

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    Yeah - that ain't good. All I've noticed since the Formula 1 guy's arrival is more nickel and diming at the SvCs.

    Service has been variable for me as well - from truly world class (thanks, St. Louis) to absolutely absymal. Fortunately, there have been more multiple episodes of good service than there have been multiple episodes of bad service. But every trip is different.

    It's gotten to the point that I have checklists of tasks before/during the dropoff and during the pickup, including pictures inside and out.
     
  10. AMPd

    AMPd Active Member

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    Reminds me of the Seinfeld "car reservation" moment
    They know how to make an appointment, they just don't know how to keep the appointment
     
    • Funny x 2
  11. demundus

    demundus Member

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    I'm in Oceanside as well. Here's the thing with Costa Mesa and San Diego (why aren't you going to SD? Work in OC like me?)

    Our SC's are SLAMMED! I can't say I've ever had this particular level of useless-ness. I have had a few "extra days" from San Diego, but I also was very stiff with them on a Tesla loaner, so I at least had a loaner directly from them that I had for about a week from a DU change. I am now experiencing the Costa Mesa SC run around, I have called/spoken with people several times about my screen. I am waiting for a call back from the manager (this may take the rest of my life), I'll be calling again Monday to see if I can get a pulse!

    Good luck. I will say if this is a new car, as in you just purchased it, I would call your delivery specialist and try to get a fast track to the manager. I would be more shocked at all this stuff happening to you if this car is a little older (or out of warranty)

    On that note, my only real complaint about Tesla Service is that the buck stops with the service center. The end. No escalations, refunds, or $200 for passing GO. :(
     
  12. Wknapp0924

    Wknapp0924 Member

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    I had a great experience with the San Diego store too and unfortunately I moved to the Corona area - Inland empire so SD is over 100 miles away. I didn't get a good feeling when I walked in and waited 5 minutes to be acknowledged and then another 10 to be met by service advisor. San Diego was 5 minutes in and/out and pick up car at the end of the day. Taking the 91W on a Saturday is a lot easier than trying to do it at rush hour.
     
  13. TaoJones

    TaoJones Beyond Driven

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    Above the SvC is a regional manager. They'll give you his phone number if you ask. Above the RM is corporate, with a VP, CEO and Board of Directors.

    All of their contact information is also available.

    SvCs can and do vary markedly within and across regions.

    Once you find a good SvC and in particular a good shop foreman and manager, it's worth the drive. Keep trying until you do.
     
    • Informative x 1
  14. demundus

    demundus Member

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    Dave from the SD SvC has always been great, but now SD is not really convenient anymore. Totally opposite from work and no time to go in. Guess we'll see where our Costa Mesa adventures take us.
     
    • Like x 1
  15. artsci

    artsci Sponsor

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    The service centers are way over burdened dealing with Model X problems. It seems the factory is shipping Model Xs with a ton of faults expecting that the Service Centers will fix them all before delivery to buyers. So you have to cut them some slack as this is a problem corporate has dumped on them.

    Your complaint is with corporate so I'd let them know about the problem.
     
  16. TaoJones

    TaoJones Beyond Driven

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    And it appears to be a chronic problem despite the new Service leadership. When I bought my S in late 2014, it became immediately evident that Service was the dumping ground for any and all challenges that couldn't be resolved in 5 minutes without escalation via a call to the Ownership line.

    Now, since then, it is also evident that they've staffed up the Tech Support/Roadside phone support teams with impressive results.

    However, as it stands today, it is surprising how much (volume and spectrum) falls onto the plates of service advisors and service managers (and that's just what we see from the front of the house). Add turnover and the fact that even with double shifts there's only so much that can get done, and at minimum it's time for an enhanced employee recognition program - see turnover. It's cheaper to reward than to hire/train/retrain.

    They were busy before - it's even more challenging now and will continue to a key concern from an analyst standpoint.

    Improving quality may sound like the head-nodding conference room answer, but the fleet ages every day. As frustrating as a number of service experiences have been and continue to be, it does make me appreciate winning the lottery for good service experiences just a little bit more every time.
     
  17. Caligula

    Caligula Member

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    Last two appointments at the SD SvC have been ~1 month out, so they have been backed up for a good while. Appointment time frames were given but I always got the my back before the estimated date so no problems there. Sadly only Enterprise loaners though, including a Chevy Cruise with a 1/4 tank of gas.
     
  18. Spidy

    Spidy Member

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    #18 Spidy, Jun 5, 2016
    Last edited: Jun 5, 2016
  19. David99

    David99 Active Member

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    Tesla is using the Service centers to fix the rushed out Model X cars. That's why they are busier than ever. But I agree, why schedule an appointment when they can't start working on the car at that time.
     
  20. Wknapp0924

    Wknapp0924 Member

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    My issue is not with how busy they are. I understand that and will even cut them some slack for that. My issue is scheduling an appointment with no intention to touch the car for 3 days. If they would have just scheduled the appointment for Monday when they actually "say" they will do the work I could have my car for the long distance driving I have to do today and they wouldn't just have a lot full of cars without touching them. The fact I took the car in and then was told I was 16 in queue was shocking to me. I have had way better service with Toyota and I expect more from Tesla. A call saying "we got backed up and you are 16th if you want to drop your car off Monday when we get a chance to do the work you may do so." That would have gone a long way.

    It's a testament to how great the car is that I don't want a Mercedes for a whole weekend. Makes me sound whiny, but a better scheduling system would be great.
     

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