Hello,
This is my first time posting and I am a new Model S owner (I took delivery early December 2020) I have enjoyed my Model S and the driving experience for the last two months and decided to take it on a road trip. I did have some range anxiety and wanted to see how my Model S would fare on a long trip. The trip was 496 miles one way and I was expecting 2-3 stops at Super Chargers. Tesla navigation only recommended two stops but i wound up needing three and learned I really needed to determine my own stops and not rely on the routing from Tesla.
My return trip home is where the problem occurred at my second super charger stop. I had completed the charging and went to unplug from the station and the cable would not disconnect. I thought I had not unlocked the port and selected unlock port and tried again, no luck. I went through the user manual tried the recommendations up to using the manual disconnect (which i did not try initially) I did a soft and hard restart of the computer, tried unlocking and locking the car then unlocking the charge port - no luck. I asked another Tesla owner at the charging station if they have seen this problem before and ran through some of the same steps again with another pair of eyes, no luck. You could hear the port click, but the cable would not disconnect. I finally tried the manual disconnect and this did not work either. I had 5 other Tesla owners take a look and they all said this seemed unusual.
So I tried contacting Tesla Roadside assistance through the Tesla app. This started on a Sunday at 12:30pm I contacted them around 2:45pm. A few minutes later I received a text response with a couple of suggestions. I responded I had tried the suggestions with no success. They had me to take any phones with the Tesla app and all keys and stay at least 30 feet away for 20 minutes. I stayed away for ~25 minutes and tired again without success. At this point I said i had been there for 3 hours and who could I escalate too. They said they needed to finish troubleshooting before they could escalate. They then said to hold down the button for 2 seconds and try and pull out - no success. They then asked to press the trunk button for 5 seconds and try to remove the cable, no success. I asked them to call me so we could speed up the process as the weather was quite cold and I had been there for over three hours now.
Tesla Roadside Assistance then told me they will send the request to Urgent Mobile to come out to assist. They are not open on the weekend and they would contact me TOMORROW. I replied back that they have to be kidding, I would be stuck at the supercharger overnight? They replied that Mobile Service would review my case tomorrow and contact me with next steps. I replied this has to be the WORST customer service I have ever received.
I called Road Side Assistance at this point and to make an already long story a bit shorter - they said the same thing and said they could give me a voucher for Uber. I was 5 hours away from home and this was not acceptable but they suggested renting a hotel room and staying the night. There were no Uber cars available so we wound up taking a Lyft car to a nearby hotel to stay the night.
The next day at 9:11am Mobile service called and said they would have a technician over after they finished their current service request. I believe the technician made it around 10:30 while I was away from the vehicle (did not call in advance). The technician was polite and professional and had removed the cable before I arrived. I asked what had caused the cable to stick and he said the end of the cable had melted onto my charge port. He had to manually remove the two charge caps from the supercharger cable from my charge port. He was not able to fully repair my charge port and I am now waiting to hear back from Mobile support on when the final repairs will be made.
Tesla did not offer to re-reimburse my time (I had to take a vacation day from work) nor did they offer to pay my hotel bill. I see this issue as being 100% a Tesla issue and not something I could have prevented (or caused). There were some other communication issues from Tesla during this ordeal but I just don't want to keep adding to this frustrating experience.
Has anyone else seen this issue and what are your thoughts on having no Mobile Tesla support over the weekend. If this had happened on a Friday night it would have ruined the entire weekend. I was just shocked at the poor response from Tesla.
This is my first time posting and I am a new Model S owner (I took delivery early December 2020) I have enjoyed my Model S and the driving experience for the last two months and decided to take it on a road trip. I did have some range anxiety and wanted to see how my Model S would fare on a long trip. The trip was 496 miles one way and I was expecting 2-3 stops at Super Chargers. Tesla navigation only recommended two stops but i wound up needing three and learned I really needed to determine my own stops and not rely on the routing from Tesla.
My return trip home is where the problem occurred at my second super charger stop. I had completed the charging and went to unplug from the station and the cable would not disconnect. I thought I had not unlocked the port and selected unlock port and tried again, no luck. I went through the user manual tried the recommendations up to using the manual disconnect (which i did not try initially) I did a soft and hard restart of the computer, tried unlocking and locking the car then unlocking the charge port - no luck. I asked another Tesla owner at the charging station if they have seen this problem before and ran through some of the same steps again with another pair of eyes, no luck. You could hear the port click, but the cable would not disconnect. I finally tried the manual disconnect and this did not work either. I had 5 other Tesla owners take a look and they all said this seemed unusual.
So I tried contacting Tesla Roadside assistance through the Tesla app. This started on a Sunday at 12:30pm I contacted them around 2:45pm. A few minutes later I received a text response with a couple of suggestions. I responded I had tried the suggestions with no success. They had me to take any phones with the Tesla app and all keys and stay at least 30 feet away for 20 minutes. I stayed away for ~25 minutes and tired again without success. At this point I said i had been there for 3 hours and who could I escalate too. They said they needed to finish troubleshooting before they could escalate. They then said to hold down the button for 2 seconds and try and pull out - no success. They then asked to press the trunk button for 5 seconds and try to remove the cable, no success. I asked them to call me so we could speed up the process as the weather was quite cold and I had been there for over three hours now.
Tesla Roadside Assistance then told me they will send the request to Urgent Mobile to come out to assist. They are not open on the weekend and they would contact me TOMORROW. I replied back that they have to be kidding, I would be stuck at the supercharger overnight? They replied that Mobile Service would review my case tomorrow and contact me with next steps. I replied this has to be the WORST customer service I have ever received.
I called Road Side Assistance at this point and to make an already long story a bit shorter - they said the same thing and said they could give me a voucher for Uber. I was 5 hours away from home and this was not acceptable but they suggested renting a hotel room and staying the night. There were no Uber cars available so we wound up taking a Lyft car to a nearby hotel to stay the night.
The next day at 9:11am Mobile service called and said they would have a technician over after they finished their current service request. I believe the technician made it around 10:30 while I was away from the vehicle (did not call in advance). The technician was polite and professional and had removed the cable before I arrived. I asked what had caused the cable to stick and he said the end of the cable had melted onto my charge port. He had to manually remove the two charge caps from the supercharger cable from my charge port. He was not able to fully repair my charge port and I am now waiting to hear back from Mobile support on when the final repairs will be made.
Tesla did not offer to re-reimburse my time (I had to take a vacation day from work) nor did they offer to pay my hotel bill. I see this issue as being 100% a Tesla issue and not something I could have prevented (or caused). There were some other communication issues from Tesla during this ordeal but I just don't want to keep adding to this frustrating experience.
Has anyone else seen this issue and what are your thoughts on having no Mobile Tesla support over the weekend. If this had happened on a Friday night it would have ruined the entire weekend. I was just shocked at the poor response from Tesla.
