I had an experience with Roadside Assistance in November that was also unsettling, although in the end it worked out OK. The steering failed on my Model S (possibly the same problem as the OP's, the faulty bolts?) and I called Roadside Assistance. The first call was at roughly 4 PM. Although I spoke with them 3 or 4 times over the course of the afternoon and evening, they did not offer to call a flatbed until 8 hours later, close to midnight. They wanted me to leave the car where it was and let the truck pick it up when I was not there. I did not like that option, so I asked them to delay the pickup until the morning, which they did. The breakdown had occurred only a short distance from my home, so I was able to easily walk home and leave the car at the curb during all this time (although I did return to the car at least once when I thought a tow would be imminent).
I got at least one call from someone at Tesla who thought a tow had been dispatched and was dismayed when I told them no truck had arrived. The details are a bit fuzzy now, but I had the sense that there was considerable confusion among various parties involved in the Roadside Assistance function.
I cannot help but wonder what would have happened to someone stuck in a snowstorm far from home, or in an unsafe location, or with kids in the car, etc., instead of me being only around the corner from my house. Eight hours is a long time to wait for a tow. I hope my experience was not typical.
in the end, my car was picked up the next morning as requested, and the car was eventually repaired. (There was a long-ish delay to get diagnosis and parts, but they gave me a loaner, so the delay was OK.)