Frustrated with Tesla service center.

[SUPRKAR]

I am in the auto repair business, try as we do it is not possessible to predict what will happen. You start on one job to find the parts are wrong, go to another and it takes double the time to get the work done, go to the third to find more work needed than you expect. Some days and weeks I needed medication dealing with the work and the customers. It's not as easy as it seems. It's not like doing the same job over and over, you can predict how long it takes, that's easy! Working on fixing cars, that's not so easy!!

My car was in for service several weeks ago, they had it for just about a week, seems like a long time but I know they were doing their best to accommodate everyone. It was inconvenient but in the end the car was better than new. I am gratefully for the people at the service centers. Every center I have between to, the people are fantastic.

I would rather have a little inconvenience with Tesla than deal with the crap dished out by other car companies.

I can understand your frustration but give these hard working folks a little slack.

 

[David99]

I am in the auto repair business, try as we do it is not possessible to predict what will happen. You start on one job to find the parts are wrong, go to another and it takes double the time to get the work done, go to the third to find more work needed than you expect. Some days and weeks I needed medication dealing with the work and the customers. It's not as easy as it seems. It's not like doing the same job over and over, you can predict how long it takes, that's easy! Working on fixing cars, that's not so easy!!

Thanks for the insight. It's always great to hear from someone who is actually in the business and understand the real world problems.

 

[Maksidaa]

I recently had my own frustrating SvC headache. The next available appointment at my closest SvC is over a month out. They also told me I would probably have to pay out of pocket to do an alignment on the car, even though it was just delivered to me less than 3 weeks ago and the alignment has been an issues ever since delivery. When I stopped by the SvC, there were so many cars in the parking lot, I couldn't find a place to park. My wife had to drive around the block while I went inside. There were several Model Xs in the parking lot, most of them with the body film still in place, which means they are probably being fixed before delivery due to quality issues. The staff seemed lost about what to do and overwhelmed with the sheer volume of cars and complaints they were dealing with. The technician I spoke to said he loved his job, but was being worked to the point of burning out.

The next closest SvC 2 hours away says they can fit me in any day this week, and they would cover the alignment since it should've been fixed prior to delivery. They were very professional and acted like they had their act together. What an interesting and frustrating contrast.

 

[XXSLAMXX]

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.

How can you differentiate between the two? Both are the same.
It's a garbage way to do business. "Dumped"
MN

 

[benjiejr]

I'm sorry to hear about the bad service experiences from the OP and others. On the flip side, I'd just like to mention that the Austin service center and especially the rangers that service the San Antonio area are truly phenomenal. They have gone out of their way for me and others on several occasions. Part of the reason may be that it's not as busy as other regions, but I'd say they are relatively busy considering the amount of staff they have, the overtime they put in, and the large area that they service.

I do hope service improves in other regions because it has a huge impact on how owners perceive Tesla as a brand and an experience and what those owners tell their friends and coworkers.

 

[M0DEL³]

...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.

This is a powerful point - So as someone whose SC choices are all over 200 miles away, but 3 within the next 60 mile range, I might well be willing to go the further distance for a center with more consistent service. My question is, would we achieve more good or harm by having some sort of online database to provide owners specific feedback on specific Service Center performance experiences? My bias is towards such a tool, but I allow for the possibility that there might be reasons why such a resource is problematic. Well considered thoughts/opinions welcomed...

 

[steven wood]

@ Wknapp0924

I know the service centers are run by well intention employees who care and do a good job. But, this Corp. decision to rent or loan a ICE vehicle while your Tesla is in the S. Center is a bloody stupid idea!
I'm with you,.. Geeez, A CPO Tesla loaner is Too Much to ask?
I dont want a ice! Wasn't that the whole point of a Tesla purchase?!
No Mercedes, Chevy, even for a minute!

 

[davidc18]

I have an appointment tomorrow, no loaner but when I declined to take an ice loaner, they said they would uber me back to my house. Sad about the lack of MS loaners.

 

[kort677]

FWIW: I've owned many higher end cars and sometimes, especially for "emergency" service appointments they do not have their brand of car to give out as a loaner, in fact one dealership (mb) actually had a desk for a permanent enterprise employee within the service area.

 

[Gizmotoy]

I think there's a lot of variance. The last time I had mine in, it sat for nearly a week before anyone even touched it. Literally 6 days. Some poor tech fired it up and started work on it on Easter Sunday.

I had it in again last week. This time it only sat untouched for one day.

My main issue is that they have to know this is happening. If someone's bringing their car in and you're not going to get to it for 6 days, you have to already know that. I'd have preferred to get a "Sorry, we're really behind, can we reschedule?" call rather than dumping my car there for the week. Or least be given the option.

 

[rickrickrick]

Posting just because I think it does vary by location. Had my first experience with service at the Devon, PA location this morning and it was a flawless experience. I don't have any complaints, this was a 10 for me. In fact, the technician who worked on my car was waiting for me when I walked in.

 

[Wknapp0924]

My service advisor said that an appointment doesn't put you in the queue until you drop off the car. He was very apologetic and agrees it is terrible policy and that he sees a lot of frustration from other Tesla owners.

I am a very patient guy and I do understand the SvC's don't make the policy, but I am going to write to Tesla and tell them their policy makes no sense and seems very costly.

 

[Boatguy]

I experienced the same thing myself with the installation of a second charger. Two days for something that took no more than 4hrs of actual work, and a Buick for a loaner! It's just sloppy management.

Tesla has lots of smart people and a thorough understanding of "big data" analysis. Scheduling any kind of service on an MS with all the data points they have is not rocket science, it's upper division college statistics required for most any discipline, not even a stats major. It's far less difficult than scheduling aircraft with which I have some experience. Unfortunately the smarts applied to developing the car is not applied to operating the SvCs. If they applied the same level of expertise they apply to developing / manufacturing the car, it would be a non-issue; instead the service centers are run like a mom/pop operation.

Complain a lot to Tesla, only then will they decide to apply some smarts to the operation of the SvCs.

 

[RBK13]

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.

About calling the Delivery Specialist: our recent experience (3 weeks ago for our Model S delivery) with the Costa Mesa Delivery Manager was horrible. She had the wrong car ready, was unresponsive to emails prior to delivery, and generally unhelpful/semi-rude during the process. After calling the Service Center four times today, being put on hold, and never even getting through to a real person, I can't imagine I should be able to rely on her to do any better. With the delivery of the new Model 3s coming up, I am serously worried about access to the Costa Mesa Service Center. Hopefully we won't need it.

 

[caltechkid]

About calling the Delivery Specialist: our recent experience (3 weeks ago for our Model S delivery) with the Costa Mesa Delivery Manager was horrible. She had the wrong car ready, was unresponsive to emails prior to delivery, and generally unhelpful/semi-rude during the process. After calling the Service Center four times today, being put on hold, and never even getting through to a real person, I can't imagine I should be able to rely on her to do any better. With the delivery of the new Model 3s coming up, I am serously worried about access to the Costa Mesa Service Center. Hopefully we won't need it.

Yeah I have had nothing but horrible experiences with SD and heard CM was great but now I'm not so sure.

 

[alehbaba]

local service center here is at a new location which is huge and nice but gf took car in and even though 100+ cars there(some new some loaners some customers) they contract with enterprise to get loaners which was unacceptable to my gf because she doesnt want to give enterprise her license and info.The service said all their loaners were sold!!!!! but she waited an hour and someone returned a tesla loaner so she got that but said they are really un organized there and the whole model 3 influx soon will likely be a nightmare for service centers. I couldnt believe how many teslas are in there for service when there are only a very very very small percentage even around on the road here in denver area...

 

[demundus]

local service center here is at a new location which is huge and nice but gf took car in and even though 100+ cars there(some new some loaners some customers) they contract with enterprise to get loaners which was unacceptable to my gf because she doesnt want to give enterprise her license and info.The service said all their loaners were sold!!!!! but she waited an hour and someone returned a tesla loaner so she got that but said they are really un organized there and the whole model 3 influx soon will likely be a nightmare for service centers. I couldnt believe how many teslas are in there for service when there are only a very very very small percentage even around on the road here in denver area...

"Service" and "inventory cars" are different things