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Is Tesla trying to become the absolute worst service organization?
- Thread starter JohnEC
- Start date
They actually came back to me after like 6 weeks and wanted to book an appointment for the body shop to have it repainted, the one thing I told them was out of the question from the start...
Tesla service feels like a mystery to me, they have really good things going for them but sometimes you wonder if they took a customer service course from a robot.
XLR82XS
D M C
Trying to not honor warranty service for defective yellow displays is not anecdotal.
Forcing customers to go through arbitration to get warranty defects fixed is not anecdotal.
Not being able to speak with a human at a service center is not anecdotal.
Being unable to get a response from a service center is not anecdotal.
Customers still waiting weeks to get parts for repairs is not anecdotal.
Body shop repairs still taking months is not anecdotal.
Yeah, it's all anecdotal until it happens to you.
The only thing I find anecdotal are the few apologists who defend poor service.
IMHO Tesla's future success depends on them treating customers fairly and service is a big part of that. The way they are handling the defective yellow screens is just awful. Customers should never have to worry if their warranty will be honored for things like defective displays. The people who point this out do so because they care and want Tesla to succeed. It is far easier to be a blind follower and supporter and make excuses for everything.
This is why it is scary. Service centers were thought that way. Once warranty expires on the car, we will be force to take it to them because they control the system in our car. The government should chime in to release the car completely to owners including unlocking the computer system on the car once warranty is over. Otherwise this will be a hostage situation.
roblab
Active Member
Yeah, I've had Teslas for seven years, too. I've had two Model Ss and my wifey just got her Model 3, which she loves. We don't have much trouble with service, because to be honest, there is no service. OK, you have inverters that quit and need them to be replaced. Since I doubt your SC keeps inverters laying around, you might have to wait a few days before they can get them in, but putting in the inverters is easy. I had one inverter go out a few months after I got my first S. The SC didn't have one, so I had to wait, but at least they gave me a burner for a loaner.
Times have changed. My new SC is busier than a gas car dealership. After 185,000 miles (cumulative over 3 cars) my MCU (large center screen) quit downloading maps, a connectivity issue. I took it in yesterday, and they found that instead of a connectivity board, I needed the whole computer. Before the work was started, I was contacted by text and I approved the work as I drove home in their 75D. When I got there today, my car was perfect, only better, as the new MCU displays a sharper picture. I will, however, have to reconnect my phone and wifi. Bummer! And they told me it would cost $2700 for the MCU, and it was only $2300. Was I upset to find that after 93,000 miles, it was no longer under warranty!!! But the service fellow was informative and helpful, just like always.
I have found that some SCs are better than others. I recommend that you look around, but with only one or two visits in seven years, that might take a while.
roblab
Active Member
And..... I want to add that when I first contacted my service center, I called in to "sales" and asked to be sent to
"service", which they did. I talked with maybe four people on the phone at different times, all helpful, kind, supportive, and willing to set up a time to come in -- which was in two days. They had to get the part.
I'm not an "apologist" trying to defend poor service. I have always had great service. No apology necessary.
"service", which they did. I talked with maybe four people on the phone at different times, all helpful, kind, supportive, and willing to set up a time to come in -- which was in two days. They had to get the part.
I'm not an "apologist" trying to defend poor service. I have always had great service. No apology necessary.
Reeler
Decade of Pure EV Driving
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.
#TeslaDumpsterFire
There is no one available to speak to. Even their chat function has disappeared. This has got to be some cruel joke.
#TeslaDumpsterFire
Lhshockey24
Member
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.
(510) 898-2442
Reeler
Decade of Pure EV Driving
Calling the local number goes to voicemail. The 800 number routes you to the local service center. Very efficient system to prevent actual customer service.
Lhshockey24
Member
I usually can get a hold of someone at the local number. It just takes a few tries.
Reeler
Decade of Pure EV Driving
The biggest lie ever from Tesla, and they have quite a few, Lol.
I want to be fair here. See my posts as I’ve trailed against service and then gone and worked at and quit TESLA after 1.5 years.
I pulled service from Fremont to Sunnyvale for my S. It’s been great. Just as my car was broken into Tesla started replacing windows again. Then my onboard charger died and that was fixed in days. My DU, that took about 3 weeks to come in. I got a loaner for the multiple day DU and Uber for the same day services.
no communications aren’t great but I did get text updates a few times a day.
we keep our X for now associated with the Fremont SC and they have fixed; loose trunk lift, installed trailer hitch, driver door triangle noise fix, cracked windshield ($1500), front wheel well and radar sensor repair ($350, my wife ran over “something”). New remotes etc...
something is getting better especially when you just walk in and talk nicely. Just one guys experience but it’s recent as of 9/2019
I pulled service from Fremont to Sunnyvale for my S. It’s been great. Just as my car was broken into Tesla started replacing windows again. Then my onboard charger died and that was fixed in days. My DU, that took about 3 weeks to come in. I got a loaner for the multiple day DU and Uber for the same day services.
no communications aren’t great but I did get text updates a few times a day.
we keep our X for now associated with the Fremont SC and they have fixed; loose trunk lift, installed trailer hitch, driver door triangle noise fix, cracked windshield ($1500), front wheel well and radar sensor repair ($350, my wife ran over “something”). New remotes etc...
something is getting better especially when you just walk in and talk nicely. Just one guys experience but it’s recent as of 9/2019
requesting service and actually GETTING service are two different things. THE SERVICE SUCKS
1. Require a test drive with a technician
2.technician denies the sound/fault/problem
3."service" manager denies service
4 wash rinse repeat
Oh but if you are out of warranty then they charge you $75 for a "DIagnostic" test drive and then take your car for a week
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.
This isn't Tesla or brand specific (Tesla's not even mentioned it), but I hadn't realized the turnover was so high with service advisors and that there is a shortage of auto technicians.
At 3:43, they claim the SA turnover rate was 43% (!) in 2021. For technicians and service managers, it was 29%.
