I've only been to the SC in Sunnyvale since it's close to me, but It's been an absolute nightmare to get them to fix my deep scratch(down to bare metal) found on delivery, to which a rep at delivery said they would cover and helped me create the ticket.
Throughout the process, they've been unresponsive over messaging over the app and you're forced to use that since they don't have a phone # you can call.
For context, this is the timeline of my issue:
Accept delivery in mid December '22:
1st SC visit, first week in Jan:
A week goes by:
2nd week of Jan:
So here I am on my 3rd ticket, 3rd week of Jan:
Throughout the process, they've been unresponsive over messaging over the app and you're forced to use that since they don't have a phone # you can call.
For context, this is the timeline of my issue:
Accept delivery in mid December '22:
- at delivery, I noticed a deep scratch on the car, that exposes the bare metal and is about 4" long
- rep assumed me that it would be fixed, and they put a note on the system (I watched them do it) as well as had me submit the issue in the app
1st SC visit, first week in Jan:
- SC acknowledged it, and told me to go to their body shop(Slick Auto, which I don't trust at all). Since I have a body shop I know and trust, I asked if they had a list of approved shops, to which they did and told them I will go to my guy, they noted it down and said I would need to go to my guy, and have him send an estimate to them for which they will pay for
- Same day, I swing by my guy and tell him the situation. he tells me he's done this before and should be very quick
A week goes by:
- My body shop guy calls me that he's been attempting to reach out to Sunnyvale SC and gave them all the information they needed, but they dropped the ball on him and stopped communicating with them so they can't move forward
- I create a new service ticket that had service within the week, but at a different service center (Santa Clara)
2nd week of Jan:
- I get a call from Santa Clara SC and the Rep tells me since the original ticket was created at Sunnyvale, he can't help me much, but he will get in touch with my body shop and tell them what they need to do for next steps as well as Sunnyvale SC to let them know what needs to be done. This rep tells me that he will schedule an appointment for me at the body shop and I will get uber credits on the day of my appointment. He then told me he will move the ticket back to Sunnyvale for them to continue the process. I call my guy and let him be aware of the situation.
- A few days go by, and my guy calls me saying that Tesla hasn't reached out, so I send another message in the chat.
- I kept sending them a message every day at 9am, for 3 days until they just closed the ticket (absolutely livid) and I immediately create a new one.
So here I am on my 3rd ticket, 3rd week of Jan:
- I explain all the situation of what's happened so far and where we're stuck (waiting for Tesla to give my guy the service order to make sure it's covered)
- At this point I'm pulling my hair out based on the responses I'm getting as i'm assuming it's different advisors
- 1st advisor: "I'll get working on it ASAP"
- 2 days later, another advisor: "We'd like to cancel this request since the issue has been fixed already"
- 5 days later, another advisor: "What exactly is the concern?"
- Next day, another advisor: "Our approved body shop is Slick Auto, or you can choose a body shop from the approved list"