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Long wait time when calling for service

Discussion in 'Model X' started by jajabor, Aug 31, 2017.

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  1. jajabor

    jajabor Member

    Joined:
    Nov 30, 2015
    Messages:
    69
    Location:
    San Ramon, CA
    I don't know how many people have the same experience but the wait time is way too long whenever I call the service department. Last few times I called, on average I waited 30 minutes before I could even talk to someone. I would rather not call for service but so many things are not working that I have no other option. I have been driving Tesla since early 2013 and have owned both Model S and X. The quality of service has gone down so much in last couple of years. This is so frustrating.
     
    • Informative x 1
  2. tezzla

    tezzla Member

    Joined:
    Jul 14, 2013
    Messages:
    609
    Location:
    SoCal
    I can usually get into Burbank SC with a day or two.
     
  3. Xcelerator

    Xcelerator Member

    Joined:
    Feb 27, 2017
    Messages:
    95
    Location:
    Dallas
    I've found they do MUCH better with email than phone calls. Emails are usually responded to within 5 minutes.
     
  4. SSD420

    SSD420 Member

    Joined:
    Mar 29, 2016
    Messages:
    914
    Location:
    ON, Canada
    My SC responds much faster to email. I also have the cell phone number of some of the service guys. They will often text me back much faster. It's also easier to get time stamps of issues as they're happening.
     
  5. ThomasB

    ThomasB Member

    Joined:
    Jul 24, 2016
    Messages:
    121
    Location:
    montreal
    In Montreal calling works great. I've actually had a few unanswered emails from them.

    They also have a new policy in place, when you call they give you an appointment within the next 24hours. So far great service every time i had to call them.
     
    • Like x 1
  6. Fonzi'sGF

    Fonzi'sGF Member

    Joined:
    Apr 16, 2016
    Messages:
    7
    Location:
    California
    My last call to service did not go to the local service center, but rather to a call center.
     
  7. rush6410

    rush6410 Member

    Joined:
    Sep 26, 2016
    Messages:
    309
    Location:
    Montgomery TX
    I get a regional call center. They then get service on the line.
     
  8. hill

    hill Active Member

    Joined:
    Apr 21, 2015
    Messages:
    1,000
    Location:
    Lake Forest, CA
    Our 2017 X has had an update stuck since last Saturday, & it took about 15 minutes to get through to phone support, where they told us they'd push it to us by Friday. Well .... here we are Friday, nothing yet. in the meantime doors are opening after being locked & maps are not keeping up with GPS whereabouts, etc (sigh)
    .
     
  9. Gyrfalcon

    Gyrfalcon New Member

    Joined:
    Apr 10, 2018
    Messages:
    4
    Location:
    Ontario
    I called support a few times for various issues, and was redirected to the local service location (Oakville, Ont.) - and wasn't able to reach anyone there. Eventually (hours or days later) in each case they called back. (Although not always the case; one time a couple of months ago the Oakville service rep solved a software problem very quickly over the phone & Internet.) Other approach is to submit a support query (not escalated since I can live with the problems for a while) - and it takes a long time to hear back: a couple of weeks the previous time, and about three weeks (so far) for the current one. I'm guessing they're understaffed in Oakville; hope they fix that soon.
     
  10. ytwytw

    ytwytw Member

    Joined:
    Oct 2, 2017
    Messages:
    259
    Location:
    Canada
    They only got 2 staff for the service front desk, and they are more busy than Lawrence

    Usually I drive in to make appointment since they never answer my call/email
     

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