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Help with Palo Alto Service Center contact

I have an 2017 Model S75 that has the eMMC problem. I sent detailed email to the Palo Alto Service Center email account and a message on the app a week ago and haven't been able to get a response. I was asking about timing for the new eMMC chip (my screen crashes or freezes requiring reboot on > 50% of my trips) or availability of the MCU2 upgrade. I can't get an answer. They did schedule an appoint at my house for tomorrow, but their is no information on the planned service- my guess is someone will update the firmware (this has been done 3 different ways over the last year) which is likely to be a waste of everyone's time. It's really frustrating when you have a serious problem that you can't reach a live person to answer questions. Granted, this is the only serious problem I've had, but knowing the car is almost 4 years old, and things will start breaking at some point, it make me very worried about keeping this car.

Is there a way to get a live contact or at least an email account that is actively monitored.
 
call service and select the option that your car is in service. might take a few to get a person vs message?
works for San Rafael
Thanks, I just tried. The service option on the phone tells you to use the app, but does allow you to leave a voice mail. So now they have an email, a message on the app, and a voicemail.
 
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SMAlset

Well-Known Member
Mar 4, 2017
9,318
10,247
SF Bay Area
Did you get a text (if you listed as contact method) confirming your appointment? In the past when I had a question about my scheduled service I was able to respond thru text back and then asked to be called. I also asked if SvC could do a mobile as well. My mobile service appoint was done through the Santa Clara location, not Palo Alto.
 
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