We have a Model X that is a little more than 1 year old with less than 5,000 miles on it. On November 1, we received the dreaded flashing notification on the monitor that our 12v battery needed replaced with a caution that we should not drive the vehicle until it was replaced. We immediately scheduled an appointment through the app with the first available mobile appointment being on November 11. We were not at all happy with that gap in time but felt like we had little choice.
The next day, November 2, we received a text message from Tesla asking for any additional information or photos we may have that may help them prepare for the mobile appointment. I responded that the vehicle is inoperable and we would greatly appreciate an appointment that is sooner in time. No response at all from Tesla. Eight days later, on November 10, we heard again from Tesla via text message. This time to inform us that the ordered part (the battery) would not arrive in time for the appointment. The new ETA for the battery was November 13. responded with a text asking if we could get the vehicle to the Dania Beach facility so as to get the battery replaced sooner. Again, no response at all from Tesla.
On November 12, we noticed the app had cleared our appointment as it no longer showed when you went into the app. I sent yet another text asking Tesla to at least confirm we were still on their books for an appointment. Again, no response.
Stewing overnight about the lack of customer service, on November 13, I proceeded to go online and chatted with customer support through Tesla's website. The individual I chatted with was very professional but offered me little in the way of help other than suggest I should call Roadside Service as that may escalate the problem.
I contact Roadside Service that same day, November 13. The person I spoke with could not have been nicer. She was sympathetic to my concerns and tried to contact the Dania Beach facility while she put me on hold. When she was not able to reach someone at that facility, she took my number and said she would call me back once she had talked with the service department in Dania Beach. Sure enough, she called me about a half hour later -- but, not with good news. Apparently, there is a 12v battery shortage and there is nothing she can do for me at the moment. She told me the Supervisor at the Dania Beach facility would be calling me that day, November 13, or Monday, November 16 to talk personally with me.
It is now November 17, and I have heard nothing further from Tesla. Not a peep. I have $112k white sled parked in my driveway with no understanding as to when it may be repaired. After more than two weeks without a drivable vehicle, one would think the right thing to do by the customer is to call and at least offer a loaner. We are fortunate in that this is not our only vehicle but based on my experience, I would strongly advise against any one owning a Tesla as their only vehicle. The price would suggest the Model X is a luxury vehicle. The customer service is more akin to a Yugo. We have been all in for Tesla - two Model 3's and this Model X with a Plaid reservation. This makes me wonder whether I should keep my Plaid reservation.
The next day, November 2, we received a text message from Tesla asking for any additional information or photos we may have that may help them prepare for the mobile appointment. I responded that the vehicle is inoperable and we would greatly appreciate an appointment that is sooner in time. No response at all from Tesla. Eight days later, on November 10, we heard again from Tesla via text message. This time to inform us that the ordered part (the battery) would not arrive in time for the appointment. The new ETA for the battery was November 13. responded with a text asking if we could get the vehicle to the Dania Beach facility so as to get the battery replaced sooner. Again, no response at all from Tesla.
On November 12, we noticed the app had cleared our appointment as it no longer showed when you went into the app. I sent yet another text asking Tesla to at least confirm we were still on their books for an appointment. Again, no response.
Stewing overnight about the lack of customer service, on November 13, I proceeded to go online and chatted with customer support through Tesla's website. The individual I chatted with was very professional but offered me little in the way of help other than suggest I should call Roadside Service as that may escalate the problem.
I contact Roadside Service that same day, November 13. The person I spoke with could not have been nicer. She was sympathetic to my concerns and tried to contact the Dania Beach facility while she put me on hold. When she was not able to reach someone at that facility, she took my number and said she would call me back once she had talked with the service department in Dania Beach. Sure enough, she called me about a half hour later -- but, not with good news. Apparently, there is a 12v battery shortage and there is nothing she can do for me at the moment. She told me the Supervisor at the Dania Beach facility would be calling me that day, November 13, or Monday, November 16 to talk personally with me.
It is now November 17, and I have heard nothing further from Tesla. Not a peep. I have $112k white sled parked in my driveway with no understanding as to when it may be repaired. After more than two weeks without a drivable vehicle, one would think the right thing to do by the customer is to call and at least offer a loaner. We are fortunate in that this is not our only vehicle but based on my experience, I would strongly advise against any one owning a Tesla as their only vehicle. The price would suggest the Model X is a luxury vehicle. The customer service is more akin to a Yugo. We have been all in for Tesla - two Model 3's and this Model X with a Plaid reservation. This makes me wonder whether I should keep my Plaid reservation.
