On 11th September 2019, I arranged for my 2016 Model S to be repaired at the London - Brooklands Service Centre on the earliest available date which was 10th October 2019.
On the 10th October 2019, within a few minutes of arriving, a mechanic went for a drive and diagnosed that the noise and handling problems I had been experiencing were because the rubber mounts on the shock absorbers needed replacing. They did not have any in stock but would order and expect them in a couple of days. The receptionist volunteered a warning that they were currently booking for November but not to worry because they would fit me in earlier.
On 14th October 2019, I received a text telling me that my parts were now in stock but allocating 10th December 2019 for them to be fitted! How do I get to talk to the receptionist that said I would be fitted in earlier or to anyone else that can actually help?
There are no earlier appointments available on the app. I've tried ringing and webchat and am told they cannot help and only suggest that I visit the Service Centre in person (which is a 4 hour round trip for me). I've texted back to the number that notified me of the appointment explaining everything and there has been no acknowledgement.
I should say that I was very happy with the team at the Service Centre but everyone else you deal with appears to be hamstrung by processes that fail them as much as the customer. I am tempted to start a forum thread just to paste comical webchats into.
Any advice on how I can resolve this?
On the 10th October 2019, within a few minutes of arriving, a mechanic went for a drive and diagnosed that the noise and handling problems I had been experiencing were because the rubber mounts on the shock absorbers needed replacing. They did not have any in stock but would order and expect them in a couple of days. The receptionist volunteered a warning that they were currently booking for November but not to worry because they would fit me in earlier.
On 14th October 2019, I received a text telling me that my parts were now in stock but allocating 10th December 2019 for them to be fitted! How do I get to talk to the receptionist that said I would be fitted in earlier or to anyone else that can actually help?
There are no earlier appointments available on the app. I've tried ringing and webchat and am told they cannot help and only suggest that I visit the Service Centre in person (which is a 4 hour round trip for me). I've texted back to the number that notified me of the appointment explaining everything and there has been no acknowledgement.
I should say that I was very happy with the team at the Service Centre but everyone else you deal with appears to be hamstrung by processes that fail them as much as the customer. I am tempted to start a forum thread just to paste comical webchats into.
Any advice on how I can resolve this?
