I have been a big Tesla fan, and customer service has been fairly decent so far. We are in Raleigh, NC, and went to Savannah, GA, over the weekend. When we were coming back Saturday night, we had a driver-side rear tire blew up on our Model X in Florence, SC. We called Tesla Emergency Roadside assistance and the experience was horrible. The person answering the phone wasn't helpful and kept saying they cover 50 miles wherever I wanted to take the Tesla for service. When you are with your family in an unknown town under-stressed, a person should have been more empathetic. Anyway, we didn't get any service from Tesla and ran out of options. We finally got a local person who has been fixing tires and had him put in 255 tire even though Model x on the rear requires 275. We couldn't find the right tire in Florence, SC on Saturday night or Sunday. We finally got to Raleigh Sunday night with 255 in place. Big thanks to the local tire person. That experience was horrible.
We tried to schedule an appointment with the Tesla service center in Raleigh with no luck until Friday, July 30. I started to send a message to the service center since there are no other communication methods. It is very frustrating when you can't explain what you are going through. They finally agreed to have me come in today - Tuesday. I dropped off my Model x at 12:15 EST and explained to the service center to replace a non-standard tire and check the other three to make sure there is no immediate risk. They agreed to do that and told me the car would be ready by 5-6 PM EST. I told them I am going out of town tomorrow morning and need a car. I got a message around 5 PM EST saying the car is ready to go. I paid the amount on the invoice and went to pick it up. The car was still in the service center and came to find out nothing was done to the car. There were only salespeople left and no one from the service center. Now I have to cancel my early morning trip to DC and change my whole plan. This is horrible customer service at the best. I sent an email to the service center manager but haven't received a response from her. Raleigh service center isn't the best and overall Tesla customer service is BAD. I am not sure how I can escalate this issue. I am going to tweet and add Mr. Musk. Any thoughts and assistance from this forum would be much appreciated. Thank you so much.
We tried to schedule an appointment with the Tesla service center in Raleigh with no luck until Friday, July 30. I started to send a message to the service center since there are no other communication methods. It is very frustrating when you can't explain what you are going through. They finally agreed to have me come in today - Tuesday. I dropped off my Model x at 12:15 EST and explained to the service center to replace a non-standard tire and check the other three to make sure there is no immediate risk. They agreed to do that and told me the car would be ready by 5-6 PM EST. I told them I am going out of town tomorrow morning and need a car. I got a message around 5 PM EST saying the car is ready to go. I paid the amount on the invoice and went to pick it up. The car was still in the service center and came to find out nothing was done to the car. There were only salespeople left and no one from the service center. Now I have to cancel my early morning trip to DC and change my whole plan. This is horrible customer service at the best. I sent an email to the service center manager but haven't received a response from her. Raleigh service center isn't the best and overall Tesla customer service is BAD. I am not sure how I can escalate this issue. I am going to tweet and add Mr. Musk. Any thoughts and assistance from this forum would be much appreciated. Thank you so much.