- Hello my name is Don and I will be assisting you today.
Don
6:14 PM
yes
6:16 PM
sorry for the delay
- D
No problem, how can I help you today ?
Don
Do you see any notes on my account?
6:16 PM- Is this regarding Homelinl ?
6:18 PM - D
Homelink ?
Don
yes
6:18 PM- It only said homelink in the notes.
6:21 PM - D
Are you having issues with your homelink ?
Don
yes.
i had it installed on sept. 4th.
i still do not see the icon
i was told someone would get in contact with me today...
one sec.
- D
Okay.
Don
6:23 PM
I'll give you a min. to read over all this. this is the conversation I had with a rep yesterday... Hello my name is Christina and I will be assisting you today. Christina Good! (Copied and pasted from above) Ill give you a moment 8:53 PM Thanks Dylan for having all the information handy and for the summary on your concerns. Sorry to hear of your experience. C Pulling up your account. Christina ok C Let me check on the software update. Christina ok C Looks like I have another chat with you as well? Christina uhh yeah, i see that I guess I have your undivided attention then.. Haha! hahaha, yep 8:58 PM C Okay I show software updates are normal. There is no pending or failed updates. Christina do the current updates include the homelink firmware? 9:01 PM C Did you ever see the homelink icon on your touchscreen? Christina nope, never. 9:04 PM you still there sorry it look like i lost internet for a sec. 9:06 PM C Okay I am checking on one more thing.. Christina ok 9:07 PM Alright so as of May 30, 2019, homelink was only available to Model S and X. It was available to Model 3 with Premium Interior ordered before May 30. uhh.. Yeah i know. thats why i paid $300 to have it put on C Got it. Christina it is now an aftermarket item 9:11 PM C Okay, sending this for further technical support. Christina ok 9:12 PM C One more question, where did you have the device installed? Service Center? Christina Yes, a service center. Specifically the only located at 5300 democracy dr in plano texas one* 9:16 PM C Thank you, I am sending this for further help. Christina 9:17 PM My location history with google maps shows we arrived on 9/4 at 9:09 AM and left at 12:44 pm. 9:19 PM Okay, thank you. 9:21 PM C Alright, so I sent this to our technical support. I was checking if they were able to address tonight, but they have left for the day and will be here in the morning. Christina What time are their scheduled hours? They are normally here 6 am to 8pm MST. C I can follow up in the morning. Christina Ok, so they will be in at 7am, my time? 9:31 PM Just a heads up... given my experience so far with the lack of communication, problem solving abilities, general knowledge, and the service center's mechanical skills putting my car back together!!.. I will be copying and pasting this conversation in a forum. Nothing against you personally, you can only do so much. But I do need record of this issue from this point on until it is resolved. C I see. Christina 9:36 PM We can first tackle the Homelink problem, and then I will need to address the re-assembly of my car with the service center I went to. Homelink service appointment... still no homelink Thats a link to the forum that I'll have it posted in a few, if you would like to follow any responses.. or just for fun. So will someone be contacting me tomorrow morning? 9:41 PM I will request for a call to you, and I will follow up as well when I get in at 9 am. Ok, thanks. Is that 9 am my time or your time? I'm sorry for the delay and experience. C I get in at 9 but I will request if they can contact you in the morning when they get in. Christina ok, thanks Is there anything else I can assist you with today? Christina nope, that's it. thanks!
sorry missing one important thing...
6:25 PM
"I'm having an issue with the homelink device that was installed on 9/4 last week. I was told after the install that day that the icon would appear in 24 hours and I should be able to program the garage door opener. It has been 7 days and I have yet to see the homelink icon appear. Yesterday I spoke with a representative on the online chat. She first told me that in order to have diagnostics take a look at the car I had to be in the car and on at least 3 bars of wifi, I told her that my wife had the car and would be home later. As I was texting my wife to see when she would get home the chat representative told me that there was a mechanical issue and I would need to schedule another service visit to have the problem resolved. At that moment, I was wondering why she told me they couldn't diagnose the car until it was on wifi.... and then give me a diagnosis a minute later. In any case, that news was upsetting, as both my wife and I work during normal service center hours and live over 50 miles away. I requested a mobile tech, she replied telling me a mobile tech couldn't perform the work and a service visit was mandatory. Jump to today, I called the service center that performed the initial service and also where I had made the second appointment after realizing the icon didn't show up after 24 hrs. I spoke with a rep at the center that looked up my info and maybe communicated with the car (I don't know). All I know is that he told me that the firmware was not installed correctly and a mobile tech will need to come out to install it. At this point I hope you can understand my frustration. I went in for service with an expected 1-2 hour install, was given the car back over 3 hours later, it didn't appear after the "24 hours", I called chat, they said it was "mechanical", I called service, they said it was "firmware" (not mechanical),... lastly I discovered today that some of the frunk was not seated right, upon further inspection, there are clips missing, then I lift up the carpet and see that the two screws there are loose! I can send you pictures. But the main concern is just getting the homelink operational! I apologize how lengthy this chat message is, but I'm sitting here watching the pop up that says "We're connecting you with a Tesla expert..." and I figure I might as well get all the info typed up and ready.. with that in mind my name is ** **, the last 6 of my VIN is 451** my phone number is **. I finished this message at 8:12 pm my time."
6:25 PM- I see.
6:26 PM - The homelink installation is the hardware then the software by our technicians.
- D
It seems like the software wasn't installed when the technician installed the hardware to your car.
Don
to be honest.. i have no clue... all i know is that it should have been working 8 days ago.
6:28 PM
ive been told many things
my car went through an update today... no change though.
- Yes, it's not actually a OTA update. It should be by our techs.
6:30 PM - D
I can reach back out to your mobile team regarding it.
Don
Can it not be pushed through and over the air update?
It can't any more 1's and 0's than any other update...
6:31 PM- As far as I know when they installed Homelink to the car it will be the hardware and its software.
6:34 PM - D
May I have the VIN of the car please ?
Don
yeah..
6:35 PM
451***
6:36 PM- Thank you for that.
- Let me talk to my Mobile technician.
- D
One moment.
Don
ok
6:40 PM- They said it should be done at once, hardware and software. Let me get back to the actual mobile technician on this.
- D
One moment.
Don
I thought thats who you just talked to.
6:44 PM- D
I'm still waiting for their response actually.
Don
and yes... it should be done at the same time. Just the same as people should use their turn signal... doesn't mean they do.
6:47 PM
So far I have spent over 8 hours of my time dealing with this issue, You are the 5th or 6th person I have talked to about this.
Just as the previous chat last night, I will be making record of this one, and the next and the next and the next, every single day until it is resolved.
- I apologize about that.
- It seems like they are not responding yet.
- D
If you'd like to I can have the Mobile advisor reach out to you regarding this so they can come back to you to have it completed.
Don
Sure
When will he get in touch with me?
6:51 PM- D
I will have them to get in touch with you by either today or tomorrow.
Don
You do know that I was told that last night too right?
Is Don your real name or do the reps use whatever name is given?
- That's my real name yes.
ok, just curious. Its doesnt really matter.
- D
According to the Mobile service technician I know the Homelink installation will be the hardware and its software.
Don
YES I KNOW!
I HAVE THE HARDWARE INSTALLED!!!
- D
The service may be incomplete but I will have them to check and reach out to you again.
Don
I NEED THE EVER LIVING SOFTWARE!!!
- Sure thing!
Homelink service appointment... still no homelink
- I'll have them to get back on you to have it done.
- D
Is there anything else I can assist you with today ?
Don
There is the link I will be posting all the chats and too. Its a tesla forum
- D
That's sounds great! That may help other owners too.
Don
6:57 PM
I doubt it, it will probably discourage owners or potential owners about having a Tesla and dealing with this *sugar*.
- I apologize for the inconvenience, it seems like the service is incomplete but we will reach out over to our mobile team to have it done.
I'm sorry for getting shitty but I can only take so much BS... and im trying to quit smoking so im very agitated with the lack of nicotine..
- They are maybe gone for the day but I will wait for their response till the next business day so they can reach out to you tomorrow.
- You should actually quit, very bad for you.
- D
I actually quit, 9mos of free nicotine now.
Don
Thats good, so I hope you understand my outbursts.
today is day 1
- D
Oh yea, I felt the same way too sometimes.
Don
7:01 PM
alright, im done. I'll talk to one of you guys tomorrow, same place same time.
