First things first... I love the car and it is fun to drive. I am a believer in the company. My late father's bucket list was a Tesla S that he enjoyed for his last couple months. That being said, we had our first major issue since taking delivery. The frunk safety latch won't release and my wife's friend's Christmas presents were trapped inside. Did some research and it appears this isn't an uncommon problem. Called support and they were closed for the night. At the time didn't think it was worth calling the roadside emergency number. Next day my wife sits on hold for 45 minutes to try and schedule someone to come out and release the frunk and fix the problem. We are an hour away from a service center and with two kids its just not that convenient. We already had the car there once for a couple days to fix the turn signal problem, panel alignment, and paint issues. She finally gets through the wait on the phone and they tell her someone will call her back to schedule the ranger. That was 4 days ago. She called back yesterday and the same story. Rangers are scheduled out of Rockville and they will call you back today. Guess what? No call back. I emailed the executive escalations address and they came back with "please call to schedule service or use the online tool, we are sorry we are busy right now". If I am going to drive all the way to a service center I want to make sure they actually have the part needed so I don't need to leave the car and drive there twice. Unfortunately there is no way to actually talk to the service center directly, everything gets forwarded to the national wait forever on hold number. They need to figure service out, quick. Either more physical locations are needed or the phone and ranger support need to be staffed up. When the issue happened last Thursday the first available appointment online was for today. Luckily I've worked on a car or two and had tools to open up the frunk. I ended up using a torx bit in vice grips to unscrew the two bolts that hold the latch to the hood. I'm running out of patience and wondering what happens if I have a bigger issue with the car that won't let me drive it? Any ideas? Any secret ways of contacting a local service department? Nothing is more frustrating than someone telling you they will call back and never do. I expect better from Tesla.