DDotJ
Member
I actually did both, I have 2 cars and an update failed on both within the past month or so.I've been lucky enough not to have needed to contact them in the past. Do you mean via the app or calling? The app asks me to make an appointment which is weeks away...
For the first one, I made an appointment though the app and clicked the Software Update option for what was wrong. I got a text the next day from Mobile Service saying that they resent the update, and that they cancelled the appointment.
For the one that happened with 2019.24.4, it was a little odd. I called my Service Center, went through the options for questions about vehicle functions, and then got to speak to an agent. He said he would resend the update, and said I would get it within 24 hours. I waited and it didn't come. So I called back and they escalated it. She confirmed that they attempted to resend it but it never came. They asked if I was on WiFi currently and sent it while I was on the phone with them. I got the update notification and installed it successfully.
The odd thing is that when they resent the update the second time, the car never actually downloaded anything. I checked my network traffic and nothing downloaded, but I still got the update prompt. The Software tab in settings also showed that there wasn't an update available and that my car was up to date. It didn't show the update downloading either, it just magically appeared as if the car had the update files the whole time...
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