Hehe, sounds like they were at least pretending.
I was asked, in a gentle fashion, if I was too thick to understand that they just won’t fix the scratches they left on my car.
If you are implying this info is anecdotal, yes it is. So is a lot of the negative experience reported on forums like this. How many owners post positive experiences vs negative rants?
So, I've had my Model S for just shy of 7 years now and I've seen quite a change in Tesla service. When I first got my car, they where top notch. Over the years however, I've noticed the service level go down, down, down to the point where it's just crap.
I tried to call for service and get a voicemail box that is full at the Denver service center. The message says check online. Online it says go to the app. My app allows scheduling an appointment for my Model 3, but that feature is missing for my Model S.
There is no one available to speak to. Even their chat function has disappeared. This has got to be some cruel joke.
call mobile service. If you don’t know your local number, try the Bay Area one.
Most of the time they pickup and can schedule appointments.
They lied. Tesla doesn’t want to fix warrant problems anymore. It’s costing too much and they never expected to burn this much on service when the car “never needs service”. I’ve heard from a couple other forum members that this problem is the lower steering column shaft that needs to be replaced. We’ll see if they ever look at my car. Given that it’s sitting outside at the service center it may get rodent damaged in time.
Tesla servie offerings have gone mobile, meaning you using their mobile app for more and more with each release. The old ways of calling a service center seems to be going away. While this is not what you expected since the early days of your Model S, this is the new way as their vehicles are now approaching 1 million +. With a fleet that large, they are looking at new ways of providing support (ie, requesting other SC and mobile service through the app, getting tire rotation at home, getting glass replacement at the SC, etc...).
I guess the difference here, is that they are gearing up for the next generation of ownership where using technology to simplify requesting service through their mobile app is becoming more common. While it's not what you would expect, it feel like it's going in that direction more and more. Some are proud to see new ways of improving service, while others see it as a hassle an want the old dealership ways.
I guess it's really in the eye of the beholder.
Note: Leaving emails and if you can leave a VOICEMAIL won't get you a response, however from my experience once you book your appointment through the app, you'll get a text message shortly thereafter, along with a call if they have any details questions for you before your actual service appointment.
Consumers Reports just gave Tesla 1st place in Owner Satisfaction, above even Porsche. I have no doubt some people here have had service issues, but lets keep it in perspective. The same could be said of other brands too on occasion. Some SCs are better than others. I have had only good experiences with the local SC.
Correct. It’s the user experience which encompasses both service and the car. Service is hit or miss while the car is awesome.Customer service is part of customer satisfaction, but very few car owners spend more time dealing with customer service than they do driving their car. Tesla's customer service had gotten awful, but the cars are still the best ever created.