Here is the resolution of my issue with Tesla email support. To be clear, the lessons I've learned from this are a) Do not count on the "50% rule", just move the car and b) Tesla tech support isn't clear about what the current policy really is.
Me:
Hello, I was recently charged $10 for an idle fee at the Stateline, NV supercharger. However, when I plugged in prior to breakfast, there were only 3 cars plugged in out of 14 spots. So since this was less than 50%, I didn't rush back to my car when charging completed, as I was finishing breakfast. When I returned to the car, it was still only 3 other cars (4 total) plugged in out of 14. I still received a $10 idle fee charge. The language on your website states that the idle fee is only charged when the station is 50% occupied, so I believe I should be refunded. Also, the app did not notify me of a fee being charged. Thank you,
Tesla:
Hello Jonathan,
Thank you for reaching out regarding your supercharging idle fee.
Upon review of your account I do see that we have already waived your first idle fee. We at Tesla issue this credit as a courtesy for our new owners. Due to this refund we will not be refunding the current idle fee you are requesting.
We value you as a member of the Tesla family and as such want to make sure everyone is able to use the supercharging network, which is why we ask you move your vehicle when fully charged to allow space for the next vehicle. To be clear, this is purely about increasing customer happiness and we hope to never make any money from supercharging idle fees.
Below is a link to our supercharging FAQ’s. Idle Fees can occur with only your Tesla plugged in. The higher Tier of charges for Idle Fees if the Supercharging Station is over 50% in use.
Supercharger Idle Fee
Best,
Tristan | Tesla Support
Me:
My issue was regarding the fact that the supercharger station was not 50% full when I was there, and thus I should not have been charged the fee in the first place. My prior refund is irrelevant if I should of have been charged this fee per your guidelines on occupancy.
Tesla:
Jonathan,
As previously stated in my original email, Idle Fees can occur being the ONLY Tesla at the Supercharging station, other Tesla vehicles do not need to be present for idle fees to be charged. Additional higher fees apply to the Idle Fees in the event of the Supercharging station having occupancy over 50%, the Idle Fee can double in price. We apologize for the inconvenience that you have been declined to have this fee waived at this time. This fee and any future idle fees will not be waived as this courtesy waive has already been used.
I have provided a link to our Support page in regards to Idle Fees and how these work with the Supercharging stations.
Supercharger Idle Fee
Me:
This is not what’s currently on your website:
“Idle fees apply when a Supercharger station is at least 50% full, and double when the station is 100% full.”
This implies you will only be charged when there is a minimum of 50% occupancy.
Tesla:
Hello Jonathan,
Thank you for reaching out regarding your supercharging idle fee.
Upon review of your account I do see that we have already waived your first idle fee. We at Tesla issue this credit as a courtesy for our new owners. Due to this refund we will not be refunding the current idle fee you are requesting.
We value you as a member of the Tesla family and as such want to make sure everyone is able to use the supercharging network, which is why we ask you move your vehicle when fully charged to allow space for the next vehicle. To be clear, this is purely about increasing customer happiness and we hope to never make any money from supercharging idle fees.
Below is a link to our supercharging FAQ’s.
Supercharger Idle Fee
Best,
Tesla Support
Me:
I respectfully disagree, and if this was about increasing customer happiness, then my happiness should matter as well.
Here is the important point I am trying to make here. Your website states a very clear policy about when idle fees apply. It states the following:
“Idle fees apply when a Supercharger station is at least 50% full, and double when the station is 100% full.”
This literally and logically means that you won’t be charged an idle fee if the site is less than 50% occupied. In your prior email correspondence, however, you stated that idle fees are ALWAYS charged, regardless of occupancy, and that’s why I was charged. This is directly contrary to Tesla’s stated policy.
My past courtesy refund is not relevant if I should not have been charged this fee in the first place. Since the supercharger was less than 50% full, I should not have been charged. What should matter is the policy on your website, not the policy you say exists (but can’t be found publicly) after the fact that I’ve been charged.
Tesla needs to have a policy that’s clear and enforced accurately. That means either what’s stated on the website is enforced or what’s stated on the website is changed and communicated to owners. That’s clearly not happening now. I and others are participating in a forum thread about this at Tesla motors club, and others are frustrated by this as well. Clearly $10 doesn’t matter to me, but my experience of TRYING to abide by Tesla’s published policy, only to be fined anyway, has been very frustrating. Hopefully you’ll see that my customer happiness is important as well and refund my $10, and also hopefully work to clarify Tesla’s idle fee policy. When it comes to money, especially when charging rates as high as $1 a minute, I think it would be wise of Tesla to be clear and accurate in their policy.
Me: (a few days later)
I'm still awaiting a response to my prior email.
Tesla:
Hello Jonathan,
We appreciate your feedback regarding supercharging idle fees, we do charge these fees to ensure everyone has a chance to use the supercharging station. As you have had other fees waived we will not be able to remove this fee. I would recommend moving your vehicle as soon as charging is complete to avoid fees in the future.
Best,
Angie Teerlink | Tesla Support Email Supervisor
Me:
You didn’t address my actual concern, which is that the fee was not charged in accordance with Tesla’s stated policy that the fee is only applicable when the station is at least 50% full. The fee that I was charged was not applicable. My past fee waiver is irrelevant if I should not have been charged this second fee in the first place.
I’m very disappointed in this customer service experience.
I request you provide proof that you have a record that the station was actually 50% full per your stated policy, in lieu of a refund.
Tesla:
Hello Jonathan,
Apologies for the issue you have had with the supercharging station. I will refund this idle fee as a one time credit. You are correct that idle fees only apply when the station is over 50% full. Please remember things can change while you are not with your vehicle and if the lot does fill up you may incur charges. We do appreciate you being part of the Tesla family and want all to be able to utilize our supercharging network.
Best,
It's interesting it took a good 4-5 emails before the rep acknowledged the "at least 50% full" wording existed. I bet you the "at least 50% full" text disappears from the Tesla website sooner than later.
