No need to take this to DM. Share your knowledge with the forum! Since context is important, here's the scenario.
1) Before August 6: Up until now, TMC user holeydonut has 3x Tesla Powerwalls, 2 Tesla Gen 3 Wall Connectors, and convinced wife to get a Red Performance Model 3 (red with white interior!). Wife wanted to diversify the garage, but holeydonut (being the DUMBEST MF-er on TMC) convinced her that the insane-o dealer markups were untenable. So we'd go with a Model X. Red 7-seater with white interior and 22" (
click here for more info)
2) April 6: 2023 Ultra Red Model X "delivered" when owner drove 80 minutes to Sunnyvale Tesla (edit: I didn't want Sunnyvale; Tesla gave me no options to change). Terrible experience all around. Sunnyvale hates customers, car was dirty AF, and the car's rear hatch was dented/damaged. Sad.
3) Did I forget to say we have two kids both under 4? And that vehicle safety was one of the reasons we liked the Model X? You want to drive back and forth for hours with kids to pick up a new car over and over? I didn't think so.
4) April 16: vehicle had ~300 miles when owner received a bunch of error codes while operating the vehicle 50 miles from home. Had to pull over (
click here for more info)
5) April 16: TMC users provide advice on how to do a re-set (since holeydonut is a DUMB MF-ER he doesn't know how to read the owners manual to learn about how to do a reset)
6) Apirl 16: vehicle had ~400 miles when owner received same bunch of error codes while driving home and had to pull over again
7) April 16: Owner discovers (in addition to dents and clearcoat damage to the rear hatch) what appears to be a sloppy weld/seam (
click here for more info)
8) April 16: Service scheduled with Dublin Tesla. They had the only service appointment slot available this week; other service centers were significantly later and further away
9) April 19: Vehicle with 440 miles was dropped off at Dublin Tesla
10) April 19: Owner and his wife explain how up until now the experience with this $115k (before taxes!) car has been very sub-par. Vehicle safety is paramount, and a vehicle that cannot be reliably operated is a dealbreaker. Owner is also dissatisfied with overall build condition of the vehicle and state they believe the car has factory defects that should indicate the vehicle should not have ever left Fremont for end-client delivery.
11) April 19: Service advisors assure "the best experience" will be made... and not to worry
12) April 19: Owners request that a service manager or site GM reach out to the owners. They believed having spent so much with Tesla already and the above events, it would be helpful to speak with someone to get the purchase back on track. Three Dublin Tesla advisors all said a general/manager would reach out to the owners ASAP.
13) April 19: Owners made it clear their expectation was to get a new car; free of these defects. Owners reiterated they wanted to keep a $115k (before taxes!) Model X in their garage, just not this POS one that was breaking down and had dents/damage to the hatch.
14) April 19: a disgusting 2017 Model X that stunk of old farts and BO was offered as a loaner by Dublin Tesla. Vehicle drove horribly and needed suspension work since the dampers seemed shot and the car didn't drive in a straight line well.
15) April 19: owners requested a better loaner, since it was likely the 2023 Model X would be in the shop for a while. Dublin Tesla assured owners no such loaner option would be made available and we were lucky to have a loaner at all.
16) Original repair date was estimated to be April 26. No contact from Dublin Tesla's general/manager was received between April 19 and April 26.
17) April 26: Dublin Tesla informs owners vehicle repair will take longer, revised date to May.
18) April 27: owners re-visit Dublin Tesla to attempt escalation to actually enjoy this $115k (before taxes!) vehicle.
19) Just
click here to read my post about how frustrating that day was. I'm effing tired. Wife is super angry at me for having bought the $115k (before taxes!) Model X.
Ok man... so put yourself in my shoes on April 27. What would you do? And what magic wand will you wave. I posted those links above to prove to you I do not have "revisionist history". You can literally see my mindset and through process devolve in those threads.
BTW, before you say "speak with the manager"... right now I have been fully informed the general manager of the Dublin Tesla facility will never speak to any customer ever. This individual has ascended beyond having to deal with plebes. All you get to speak with are service advisors. There is zero avenue for escalation and nobody will put anything in writing around commitments or expectations.
Please share what you'd do to resolve the situation successfully. Tesla will not allow the vehicle be transferred to another facility for service.