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I'm getting the runaround trying to schedule service

Discussion in 'Tesla, Inc.' started by cOoTeR, Oct 30, 2019.

  1. cOoTeR

    cOoTeR Member

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    There is a service center about 35 min from my house. Part of why I bought my model 3 performance was because I was 1 in range for mobile service and 2 only just over half an hour from a service center.

    My car was delivered with a couple paint chips that the delivery specialist said Tesla would contact me to fix. That never happened but I have the emails saying they'd fix. I also have had an issue happen 3 times now. I'll be moving at low speed (probably less than 20mph) and when I left off of the throttle there is a loud thud from the front of the car and hard jolt. It feels like the front drive train locks up momentarily or like both front wheels simultaneously drop into a nonexistent deep pothole. Then several warnings pop up and I basically lose all driver assistance features such as cruise control, auto steer, auto braking, collision avoidance, lane keep assist etc.

    This happened once driving across a parking lot. Once at a stop light leaving a parking lot and once at the top of a highway entrance ramp when a truck driver decided to slow down almost to a stop instead of continuing to accelerate onto the highway. Once I stop and exit the car until it shuts down the warnings go away and the car drives fine. Car had less than 1,500 miles on it when this occurred.

    I tried calling the local service center but it just goes to an automated number that directs me to the mobile app. The mobile app won't list the Tucson service center as an option for service even though it's the closest to me. My only options are Tempe, Scottsdale or El Paso all close to a 3 hour drive for me. I scheduled the appointment at Tempe because I need to get the car in to get the chips fixed and the issue looked at. I've tried contacting Tempe service center but I get the same automated system that says the app is the only way to make or modify appointments. I emailed customer service they sent me a link to the supposed contact numbers for the service centers and said to call and talk to them but that gives me a "404 page not found error". The phone numbers I found listed online go to an automated system that directs me back to the app which doesn't work. I replied to the customer service email expressing the issue. Their response was another email asking if the issue was resolved. I replied the issue wasn't resolved and they responded with a blank email. I've tried texting the automated text I got to confirm the appointment to change it but there has been no response there.

    This is ridiculous I will have to drive past a nearby service center and waste at least 8 hours out of my day (close to 16 if they can't fix it on the spot) to get a car with 2,000 miles on it looked at for issues.

    If anyone asks me about buying a Tesla I can't in good conscience recommend it at this point. The car is awesome when all is going well. But the buying experience is a nightmare. As I'm findng out in the first 2,000 miles of ownership that the car isn't doing well and servicing it is a nightmare as well. I should have spent my money with a company that still cares about its customers after the purchase. Because once Tesla has your money they could care less about you.
     

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  2. ilyak

    ilyak Member

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    #2 ilyak, Oct 30, 2019
    Last edited: Oct 30, 2019
    I was able to schedule multiple appointments at my local SC (Henrietta, NY) by emailing them and also by stopping by during their operating hours. SC email addresses generally follow the same format of [name of the SC][email protected] So, for example, mine is [email protected]. If I were you, I'd first try to figure out the email address and send them an email. If you don't hear back after a couple of days, or if the SC is an easy drive, then I'd just drop by. Phones are pointless and so is asking another SC to schedule you elsewhere, they generally aren't able to do that unless you happen to stumble into the service manager. Another venue that has worked for me in the past is reaching out to your mobile service scheduling team, they may be able to set you up at the local SC too.

    Also, a bit of background: not all SCs are available via the app. Whether they are available depends on several factors, such as staffing levels, whether the SC is fully operational, and how far out they're scheduling. For "lite" service centers, service managers have the ability to take the SC off the app at their own discretion. My local SC, Henrietta, was by appointment only for a while, then popped up on the app, and then went off again after they quickly got overwhelmed.
     
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  3. Knightshade

    Knightshade Well-Known Member

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    Physically go to the SC. (the close one)

    It seems to be the most reliable way to actually contact anyone and actually get something done.

    I do still recommend Teslas to friends, but only if they're in reasonable driving distance of a physical SC.
     
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  4. Bill Foster

    Bill Foster I'm going home!

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    Good info
     
  5. C141medic

    C141medic Active Member

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    As it’s said, the squeaky wheel gets the grease. It’s time to get squeaky and get some grease. As @Knightshade recommended go to the nearest SC in person and ask to speak with the service manager. Be polite but direct. Some of these errors you reported are safety issues and need to get looked at promptly. Once they get the ball rolling I’m sure they’ll take care of things. Good luck.
     
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  6. Krugerrand

    Krugerrand Is Cat

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    Yeah, just drop by the SC closest to you, leave your car, pick up a loaner, be done with it.
     
  7. cOoTeR

    cOoTeR Member

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    I just sent an email as you suggested. I hope that helps. If not I'll try stopping by in person.
     
  8. SD_Engnr

    SD_Engnr Active Member

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    Sounds like you've got something loose up front. No vibrations at speed? Any clunking at full lock?

    Definitely try stopping by in person. It's likely going to be quicker than waiting for an email to be answered. I can't imagine you'll be fighting a big crowd out there.

    Also, be cordial when you show up. It's not going to be hard for them to review your logs and see that you put in numerous back to back to back to back 1/2 mile sprints at your local airstrip... ;) Not that they would, but they could easily try to point to that as a cause. :eek:

    Please report back with the outcome.
     
    • Funny x 1
  9. vickh

    vickh Active Member

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    Great info. Will try.

    BTW Is there a way to "force" the app to do a mobile visit instead (ac mold smell) or is auto assign to closest service center my only option? I wonder if it's a quick fix or drop off+uber?
     
    • Disagree x 1
  10. IsthataTesl.a?

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    Did you call the 877-79-TESLA number? Did you email Tesla at [email protected]? Did you try [email protected]? I'm not positive about the last one. Anyway, If you did, and you still didn't get help, send me a PM and I'll forward it to someone on your behalf. If none of that works, you can go back to ranting about your miserable experience with your awesome Tesla. Sure, you could have "spent your money with a company that still cares about it's customers", yada yada, but then you wouldn't have a Tesla. They're not mindreaders. If you've got a problem or ideally, a small list of concerns, it's up to you to get ahold of them.
     
  11. cOoTeR

    cOoTeR Member

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    No vibrations that I've noticed. I don't think I've ever gone full lock on this car but next time I drive it I'll check for clunking sounds. They'll find whatever they find at least know what the issue. I'm not trying to hide anything.
     
  12. cOoTeR

    cOoTeR Member

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    Thanks for the info on the way they do their email addresses. I got a response from tucson_service asking what the timeframe was when the issue happened. Sounds like they are going to look into it. I sent them the picture of the warnings. Using the time stamp on the picture I'm able to narrow it down to about a 15min window. Waiting to hear back again.
     
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  13. cOoTeR

    cOoTeR Member

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    877-79T-ESLA is the number I called and tried multiple options through the automated system which was zero help. I emailed [email protected] which directed me first to a webpage that doesn't exist, then to the number above, then when I again expressed my issue that it wasn't working they sent an email asking if the issue was resolved followed by a blank email after waiting 24hrs after replying to the blank email I replied again asking for help and they responded that I had to use the mobile app to schedule service. Which is frustrating because I know that I have to use the mobile app my issue is that my only option is to drive 3hrs one way for service. If it's an issue that Tucson Service center isn't equipped for what I need or they are completely booked for the near future I could understand that. But I haven't been given any reason why I can't take the car to a nearby service center. Short of showing up unannounced to a service center and hoping to get help, there is no way listed online of how to get ahold of them directly. Maybe I missed the [email protected] address being listed somewhere. But had I not gotten on here and raised my concerns I wouldn't have gotten the email for the service center.

    Also it's an easy issue for Tesla to fix by having someone at the service center to take phone calls and have their contact info listed online. Customers shouldn't have to jump through hoops to get ahold of a local service center. Part of the reason I bought the car was the local service center. I can call any regular dealership in town with a service center and have an appointment scheduled within minutes. The car is great but it doesn't justify a 6 hour round trip if something happens and it needs looked at. Especially when they should be able to see what's going on over the air and run diagnostics.
     
  14. Knightshade

    Knightshade Well-Known Member

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    They used to. When I originally took delivery Sept 2018 the front end of the service center always had 3-4 people there- a couple handling phones and a couple handling in person customers and running stuff around.

    They fired all those extra guys during cost cutting earlier this year.

    Now when I show up at the SC in person because nobody answers the phones there's never more than 1 person up front, handling everything himself, so there's no time for him to answer calls.

    Now, I've only had to go once this year, and it's 10 minutes from where I work so not a huge deal.

    But it's pretty crap for anybody for whom SCs aren't that easily reached in person.
     
  15. BulldogsRus

    BulldogsRus Member

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    Per their comment:
    You're acting like they've done nothing, immediately came her to complain about it and that this happens at most ICE dealerships, which it doesn't. If they didn't have a Tesla, I guarantee they wouldn't be posting on the Benz/BMW/Audi, etc. board complaining that they have no way to either get in touch or get a response from a service center. You may not get it looked at in X days or a week, but you'd never not be able to get it serviced esp. under warranty as they get dinged on that in customer service scores.
     
  16. BulldogsRus

    BulldogsRus Member

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    This is interesting...
    Elon Musk's plan to fix Tesla's troubled service operation isn't working, according to nearly 5,000 Model 3 owners — but there's one big exception
     
  17. ilyak

    ilyak Member

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    Not really. Mobile service being available as an option depends on the category and on whether mobile service has appointments available in your area in the near future. For appointments, I think the cut-off is currently 3 weeks, but it has varied in the past. For categories, at least for me, the app will not suggest mobile service for some (Wheel and Tires is one example) while it will for others. Up until a few days ago the app also gave me a choice of mobile service vs. several service centers. However, it seems that they changed the process and now if mobile service is available, it takes me straight to scheduling, without the option of picking an SC.

    Instead of relying on an interpretation from BusinessInsider - a publication with an exceptionally mixed track record - I would recommend going to the source: Bloomberg - Are you a robot?

    Bloomberg’s report is actually surprisingly positive in some aspects and shows that Tesla is working on the state of the service network but the work is far from over.
     
    • Informative x 1
  18. vickh

    vickh Active Member

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    I agree about Bloomberg being more authoritative and analytical, then say CNBC

    Darn about the mobile option, one of the major reasons I bought a Tesla.
     
    • Disagree x 1
  19. ilyak

    ilyak Member

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    I think Tesla themselves prefer to keep people out of the service centers and use mobile service appointments when available, so you should still be able to get most things resolved by rangers. Also, mobile service teams typically have a dedicated regional scheduler, they may be able to override the app’s selection for you. Unfortunately, I only know the information for the one that covers New England and New York, [email protected]
     
    • Informative x 1
  20. vickh

    vickh Active Member

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    #20 vickh, Oct 31, 2019
    Last edited: Oct 31, 2019
    Perfect i'll try [email protected] and see

    BTW small world my wife's from Webster, NY
     
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