Just dropped off my month-old 100D for a surprisingly open-ended service appointment

[pdx3181]

It’s been a full week since the escalation specialist said I would have a reply. Silence. Nothing from Tesla despite my repeated inquiries.

As I put in my email tonight: while I might normally find it entertaining that a complaint about a company’s poor communication was met with a brand new black hole of communication, I don’t find this funny.

I feel like I am in Dante’s eighth circle of hell (fraud).

This company is either stunningly poorly run or remarkably dishonest.

 

[mongo]

It’s been a full week since the escalation specialist said I would have a reply. Silence. Nothing from Tesla despite my repeated inquiries.

As I put in my email tonight: while I might normally find it entertaining that a complaint about a company’s poor communication was met with a brand new black hole of communication, I don’t find this funny.

I feel like I am in Dante’s eighth circle of hell (fraud).

This company is either stunningly poorly run or remarkably dishonest.

Ugh. Sorry to hear of continued lack of communication. Have you cc'ed multiple Tesla addresses? Maybe the point of contact had an emergency (which should have caused the next in line to pick up the slack).

 

[pdx3181]

I don’t have a list of alternate email addresses.

I did send Mr. Musk a tweet tonight.

I am certain he doesn’t have anything better to do than deal with my travails. /s

 

[mongo]

I don’t have a list of alternate email addresses.

I did send Mr. Musk a tweet tonight.

I am certain he doesn’t have anything better to do than deal with my travails. /s

I doubt the @JonMc handle is still active. I have no contacts to share unfortunately. Did you do an executive escalation in My Tesla, or is that how you got your current (unresponsive) contact?

 

[pdx3181]

I doubt the @JonMc handle is still active. I have no contacts to share unfortunately. Did you do an executive escalation in My Tesla, or is that how you got your current (unresponsive) contact?

Correct. Used the escalation function two weeks ago. One week ago, she said she would have info for me “this afternoon.” Since then she’s been silent. Hasn’t even bothered to reply to my further inquiries.

I would “escalate” it again but I feel like it would just end up on her desk again. I suppose I may have to do that.

Funny how I went from a full on Tesla kool aid drinker to a cynic in four months.

 

[mongo]

Correct. Used the escalation function two weeks ago. One week ago, she said she would have info for me “this afternoon.” Since then she’s been silent. Hasn’t even bothered to reply to my further inquiries.

I would “escalate” it again but I feel like it would just end up on her desk again. I suppose I may have to do that.

Funny how I went from a full on Tesla kool aid drinker to a cynic in four months.

Worth a shot, especially if you only have their address .Might not get auto assigned to same person. At the least (grain of salt) it will show up in the metrics. Long shot, but what about your owner advisor or delivery specialist? They might have a contact to bounce you too

 

[Barklikeadog]

It’s been a full week since the escalation specialist said I would have a reply. Silence. Nothing from Tesla despite my repeated inquiries.

As I put in my email tonight: while I might normally find it entertaining that a complaint about a company’s poor communication was met with a brand new black hole of communication, I don’t find this funny.

I feel like I am in Dante’s eighth circle of hell (fraud).

This company is either stunningly poorly run or remarkably dishonest.

If you only knew then what you know now... You could have made a documentary film. I can see it now... Shawshank rainstorm, service center in the background... Where's my caaaarrrrr?!?! Collapse, fade to black.

This freaking sucks. They'll be giving you new wheels that you can sell.

 

[pdx3181]

I received two contacts from Tesla today. One from Customer Insights, and one from my escalation rep.

I have a promise they will work to resolve this. I take them at their word.

Will update as info develops. Thanks to everyone that PM'd and responded here with advice.

Who knows - I may even need to find a happy Captain Haddock avatar!

 

[pdxgibby]

This is an excellent development. We'll see if they can't get you sorted.

 

[pdx3181]

Got a call back from the escalation specialist. And from a manager at the SC.

Both apologized for the lack of communication.

The escalation specialist gave me a "soft" deadline of 8 weeks for a firmware update.

She said she would be alerting me when it is issued so I will know whether or not it's fixed.

I am not thrilled with the outcome (I still don't understand how my car is different/requires a firmware update other cars don't require), but at least there is a promise of communication on the subject.

Meanwhile, another recurrent issue cropped up today - my driver's mirror continually adjusts (lowering itself) when putting the car in reverse. Then it doesn't correct itself when the car is put in drive. I tried the gear specific reset and turning off the auto-adjusting mirrors and nothing fixes it. I sent an email to the SC today and they ordered a new mirror after a few questions. I greatly appreciate that level of service.

 

[Xtek]

Got a call back from the escalation specialist. And from a manager at the SC.

Both apologized for the lack of communication.

The escalation specialist gave me a "soft" deadline of 8 weeks for a firmware update.

She said she would be alerting me when it is issued so I will know whether or not it's fixed.

I am not thrilled with the outcome (I still don't understand how my car is different/requires a firmware update other cars don't require), but at least there is a promise of communication on the subject.

Meanwhile, another recurrent issue cropped up today - my driver's mirror continually adjusts (lowering itself) when putting the car in reverse. Then it doesn't correct itself when the car is put in drive. I tried the gear specific reset and turning off the auto-adjusting mirrors and nothing fixes it. I sent an email to the SC today and they ordered a new mirror after a few questions. I greatly appreciate that level of service.

I've had the mirror dip issue happen so many times to me. My SC told me it's because "if you go from reverse to drive fast it won't go back up". But I have a 70ft long driveway that I back out of, it takes me some time. Really getting frustrated.

 

[pdx3181]

I've had the mirror dip issue happen so many times to me. My SC told me it's because "if you go from reverse to drive fast it won't go back up". But I have a 70ft long driveway that I back out of, it takes me some time. Really getting frustrated.

That's ridiculous. How long does it have to be in reverse? Longer than it takes to back up preparing to get out of a parallel parking spot? If so, it's poor design/code. Which is possible, but unlikely.

I'll let you know if the hardware fixes my issue.

 

[mongo]

I've had the mirror dip issue happen so many times to me. My SC told me it's because "if you go from reverse to drive fast it won't go back up". But I have a 70ft long driveway that I back out of, it takes me some time. Really getting frustrated.

I think you have a SW race/ timing condition whereas @pdx3181 sounds like they have a position sensor or drive issue in the mirror.

 

[Barklikeadog]

 

[Xtek]

I think you have a SW race/ timing condition whereas @pdx3181 sounds like they have a position sensor or drive issue in the mirror.

No, I'm positing it isn't a race condition. I've specifically sat in my driveway for a full minute before putting the car back in drive and my mirrors stayed down. I then go into select my drive profile and one mirror went up but not the other.

 

[mongo]

No, I'm positing it isn't a race condition. I've specifically sat in my driveway for a full minute before putting the car back in drive and my mirrors stayed down. I then go into select my drive profile and one mirror went up but not the other.

Gotcha, didn't understand the order of magnitude for too fast (and now understand the driveway reference).
The X Christmas show would make the mirrors malfunction, seems something is wiggy in SW land.

So you need to manually move the other mirror up? Are the reverse potions correct?
(why do I feel the need to understand a SW problem I can't fix???)

 

[Xtek]

Gotcha, didn't understand the order of magnitude for too fast (and now understand the driveway reference).
The X Christmas show would make the mirrors malfunction, seems something is wiggy in SW land.

So you need to manually move the other mirror up? Are the reverse potions correct?
(why do I feel the need to understand a SW problem I can't fix???)

Yeah I wasn't very clear, my bad.

1. I start reversing
2. About 30 seconds later I put it into drive
3. Observe both mirrors pointing down
4. Re-select my driver profile
5. 1 or 2 mirrors will return to upright positions

 

[mongo]

Yeah I wasn't very clear, my bad.

1. I start reversing
2. About 30 seconds later I put it into drive
3. Observe both mirrors pointing down
4. Re-select my driver profile
5. 1 or 2 mirrors will return to upright positions

Nah, it's all me.
That is weird. Someone coded an edge trigger instead of a level trigger or something...
(My wife's Buick sometimes doesn't catch the transition to Neutral, and leaves the reverse lights on...)

 

[pdx3181]

Got a call back from the escalation specialist. And from a manager at the SC.

Both apologized for the lack of communication.

The escalation specialist gave me a "soft" deadline of 8 weeks for a firmware update.

She said she would be alerting me when it is issued so I will know whether or not it's fixed.

I am not thrilled with the outcome (I still don't understand how my car is different/requires a firmware update other cars don't require), but at least there is a promise of communication on the subject.

Meanwhile, another recurrent issue cropped up today - my driver's mirror continually adjusts (lowering itself) when putting the car in reverse. Then it doesn't correct itself when the car is put in drive. I tried the gear specific reset and turning off the auto-adjusting mirrors and nothing fixes it. I sent an email to the SC today and they ordered a new mirror after a few questions. I greatly appreciate that level of service.

I neglected to mention that I had Xpel installed on my current mirror housing. I am hoping the housing stays! (It must, right?!?)

 

[mongo]

I neglected to mention that I had Xpel installed on my current mirror housing. I am hoping the housing stays! (It must, right?!?)

If it is the motor/ position sensor, the entire unit will be replaced.
If the issue is the control module, that may be in the door.