How is Tesla Customer Service nowadays (2020)?

[Az_Rael]

So you cannot schedule a service center visit on your own? That's kinda messed up.

Yeah, I am not sure if it is because I am a long way away from the service center or what logic the app uses. It used to force me into a service center visit and then I would be rescheduled for mobile if I put I wanted that in the notes, but at some point it changed. Mobile only comes to my area on Wednesdays now, so my scheduling is limited anyways. Good thing I can telecommute.

 

[rjdoc74]

1. Do not expect anywhere near the service level you would get from any other premium car make
2. Expect to hear "within normal limits" on any complaint about noises, whines (NVH) same goes for panel gaps, fit, paint,interior.
3. Depending on where your service center is do not ever expect loaner car (especially in metro areas). You will never get a loaner out of warranty
4. Depending on where your service center is do not ever expect to talk to anyone on the phone, text only
5. expect at least a week FOR ANY service required, warranty or otherwise
6. Expect a LOT of stuff to break that should never fail in warranty (switchgear, displays, door handles), and then expect it to fail out of warranty as well

If you can live wth that the car will be SUPER enjoyable, fast, modern super comfortable FUN

I agree with you 1000%. I have experienced every single issue on your list. To the OP- it’s a lottery. You may live next to a “better” SC or absolute worst. Here in LA, they are all bad. Very very bad.

 

[75Shappyt]

Why are so many people buying these cars?

 

[captanzuelo]

Why are so many people buying these cars?

We’re paying for the tech, OK??

 

[JollyFats]

Their service on the front end has left quite a bit to be desired too. I asked a very basic question about lease terms to their published email address for questions about leases (right?) My question was asked on August 20. After a week or so I figured no one was even looking there. But on September 16 I actually received a response. So someone WAS looking. All though the response was "we forwarded your question to our sales team" with no further information.

 

[Altes]

Oh, I did not know that. I could be wrong, but I think I've seen somewhere where Tesla does give loaner? Did they change the policy? I live in SF Bay Area if that helps.


OK, this is kinda worrisome. If I drop off the car a my local service center, is there no service advisor onsite that you can talk to?

I am in the by area too. I have done service in SF, Burlingame and Palo Alto, Palo alto was the last of the SC's to do loaners and they stopped once i was out of warranty.

As far as speaking to a live human, at the above mentioned SC's there is no number to call just a 6 digit text. they "might" call you if your car is ready and dont pick it up immediately

 

[Az_Rael]

Why are so many people buying these cars?

We buy them in spite of Tesla. The cars are amazing. It’s just too bad they are only sold by Tesla, so you have to just put up with the rest.

 

[75Shappyt]

We buy them in spite of Tesla. The cars are amazing. It’s just too bad they are only sold by Tesla, so you have to just put up with the rest.

I know, I have a 2017 MS75, 3+yrs. now, when I bought my car there were less than a 1000 in all the Kansas City area. So I kinda grew up with the guys here at the service center, a few in the forum think I'm a fan boy when I tell them I get great service. I do think that may changes I hope not, but there are so many Teslas around Kansas City now. I believe Tesla sold more cars than they can service.

 

[jeremymc7]

My experience have been with ICE manufacturer and so far it has been great.

Example: I currently drive a Mercedes Wagon. The Heads Up Display (HUD) went kaput and I brought it in for service. At first they couldn't figure it out and they had to ask Mercedes corporate for help. They had to take apart the whole dashboard until they figure out the entire HUD unit went bad. My local dealer quickly gave me another Mercedes loaner and told me to keep until they can receive a replacement unit. The car was in the shop but I am fine since I got a loaner and I rather have them fix it properly. Throughout this whole thing, the Service Advisor provided updates on a continuous basis.

If you want the car be prepared to potentially deal with some customer service issues. Thankfully I got my Tesla's without any real issues and I haven't had any real issues. A couple of minor hiccups were quickly solved my mobile service at my home; which you generally don't get with Mercedes or the like. Thankfully I haven't had to go into a SC and I don't really look forward to it. My experience with phone and mail support has been horrible and for the most part the half dozen delivery specialists I've dealt with were about as excited to be doing their job as someone at the mall food court.

But you know if wanted a Ferrari you'd have to pull the engine out and rebuild it ever so often. I'm just saying there are trade-offs.

You don't buy a Tesla because of the customer service. But that hasn't stopped me from buying two in the last 6 months.

 

[jeremymc7]

There must be very few Teslas in Texas. At Burbank SC, they don't even start working on the car until at least day 4 after drop off

Yep, would be nice is it was better. One can only hope down the road.

Audi one once had my car 4 day and that was only because they had to air freight a rare service part from Germany as there wasn't a single one anywhere in North America and even then it took several techs on the phone with a team of engineers in Germany on a conference call to get it properly installed, tested, and programmed. And I had a nicer more expensive loaner the whole time.

 

[captanzuelo]

Yep, would be nice is it was better. One can only hope down the road.

Audi one once had my car 4 day and that was only because they had to air freight a rare service part from Germany as there wasn't a single one anywhere in North America and even then it took several techs on the phone with a team of engineers in Germany on a conference call to get it properly installed, tested, and programmed. And I had a nicer more expensive loaner the whole time.

That is what really annoys me. Tesla won’t schedule a service appointment until they get the part in stock(+2 months). So if they finally have the part ready in stock, then why are they scheduling these appointments, just to park my car for days before starting work? Not everyone is okay living without a car for a week.

 

[jeremymc7]

That is what really annoys me. Tesla won’t schedule a service appointment until they get the part in stock(+2 months). So if they finally have the part ready in stock, then why are they scheduling these appointments, just to park my car for days before starting work? Not everyone is okay living without a car for a week.

The big thing here is not so much about having them park your car when they're not ready to work on it. I mean you always refuse and do it another time or different SC. The bigger picture is when the car isn't drive-able AND they won't start on it and even worse won't give you a loaner. I honestly don't mind someone having my car, but if you've not going to give me something else to drive; THAT'S a problem!

I'll say my two Tesla's have never gone into a service center yet. Twice have I had mobile service and both took 5 min. Bad factory charger cable and improper installed wheel cap.

My last Audi spent a lot of time in service, including a week after getting it. But I also loved that car. It was fun as hell, comfortable, and loaded with tech. They always had a loaner, a nice NEW loaner. Waiting room always full of drinks, food, etc; not granola bars and water like I see at Tesla. Dealer was WALKING distance. Vehicle was always fixed in 24hrs. They fixed things outside of warranty too.

If Tesla would just get the build / QC up a little and the customer service / shop service a lot they would be in a while different league.

Whatever I enjoy my cars.

 

[ChuckieCheese]

My last Audi spent a lot of time in service, including a week after getting it. But I also loved that car. It was fun as hell, comfortable, and loaded with tech. They always had a loaner, a nice NEW loaner. Waiting room always full of drinks, food, etc; not granola bars and water like I see at Tesla. Dealer was WALKING distance. Vehicle was always fixed in 24hrs. They fixed things outside of warranty too.

If Tesla would just get the build / QC up a little and the customer service / shop service a lot they would be in a while different league.

Spot on.

I had an Audi Q5 before and had the same experience - loaner every single time and they Service Advisor seems to genuinely care, at least at the 2 Audi dealers I have visited. Same with Mercedes per my first post, which was in a shop for almost 2 weeks to fix the HUD (they had to get the parts from Germany IIRC). No problem though, since they gave me a nice GLS loaner.

I think car breaking down is the just way it is - what I am more concerned is how the manufactrer (Tesla and what not) will address it.

The more I read the posts here (and other sites), the more I am getting 2nd thoughts about getting the Model X... hmm... decision..decision..

 

[Altes]

I know, I have a 2017 MS75, 3+yrs. now, when I bought my car there were less than a 1000 in all the Kansas City area. So I kinda grew up with the guys here at the service center, a few in the forum think I'm a fan boy when I tell them I get great service. I do think that may changes I hope not, but there are so many Teslas around Kansas City now. I believe Tesla sold more cars than they can service.

Yeah, it was that way back the days but living in SF there was a lot of job mobility so after a a couple years there was high turnover. Now there is a lot of turnover due to the insane things they are making the service folks say about "within normal limits" and "we could not reproduce the fault". I try to remember they all are doing what they are told when they lie to your face

 

[zecar]

The more I read the posts here (and other sites), the more I am getting 2nd thoughts about getting the Model X... hmm... decision..decision..

The model X is a complicated car. The poor man's model X will probably be more reliable in the long run.

 

[75Shappyt]

Yeah, it was that way back the days but living in SF there was a lot of job mobility so after a a couple years there was high turnover. Now there is a lot of turnover due to the insane things they are making the service folks say about "within normal limits" and "we could not reproduce the fault". I try to remember they all are doing what they are told when they lie to your face

It does look like they grew with the sales of new Teslas, Service Center is much larger now with more people, maybe Tesla will look at this as a model, I'm still getting good service.

 

[Altes]

It does look like they grew with the sales of new Teslas, Service Center is much larger now with more people, maybe Tesla will look at this as a model, I'm still getting good service.

Glad to hear it, I hope you still can say that when you are out of warranty.

 

[75Shappyt]

Glad to hear it, I hope you still can say that when you are out of warranty.

out of warranty, 61K+ on car, still get a loaner, and good service. What does out of warranty have to do with it?

 

[ChuckieCheese]

UPDATE: while discussing the customer service / service center here, I test drove the Model X.

I have to say the ride, road noise and comfort are almost the same as my Mercedes wagon. Build quality (buttons, door close, seating, leather, etc.) are still below Mercedes quality, though. Either way, compared to my friend Model Y, the X is far better IMHO.

Now to decide on 2 things: financing or leasing and the customer service....

 

[jeremymc7]

Financing. Resale value is high. You get potential rebates not available to leases, depending on your area.

Ran all the numbers 6 months ago and resale at 4 years was much less total out of pocket vs lease.