I’ve just recently escalated my situation with my Model X in an attempt to either get a replacement vehicle or a buyback. I’m not sure how it’s going to work out because I’m not the original owner of the vehicle. I’m fairly certain it wouldn’t qualify under any sort of Lemon Law so it would just be a goodwill buyback. Has anyone been in or know of anyone else who’s been in a similar situation before? I got a really good deal on a used 90D, first 1800 VIN. I actually prefer some of the older features like the active spoiler that’s no longer available and would prefer to have AP1 over AP2. If they do offer a buyback I would assume/hope It would be based off the original MSRP. I don’t think I’ll find a deal that great again, and Tesla has no used inventory Model X’s right now. Configuring my same specs on a new 100D is a difference of about 37k more than I paid for my 90D with 13k miles.
After not getting much of anywhere with my service center I recently was recommended trying to reach out directly to Jon McNeill, below is the message I sent to him, including the original email I sent to the regional service manager.
Model X (VIN#) - Recurring Warranty Issue Concerns
to jmc-at-tesla sent 1 day ago
Hi Jon,
After some posts on the Tesla Motors subreddit I was recommended to try and send you a message directly about the recurring issues I've been having with my Model X. My normal service adviser Jessica Reid out of Jacksonville gave me the contact info of Jamey Skurtovich, Regional Mobile Service Manager for Florida/Puerto Rico. I emailed Jamey on 1/3/18 originally explaining my concerns. He responded to me on 1/5/18 saying "Thank you for your message and I certainly apologize for the issues you are experiencing. Please allow me to review your concerns and I will be back in touch early next week with the next steps." I didn't hear anything from him so I wrote back to him on 1/10/18 looking for an update. I still haven't received any sort of response from him other than saying he received my first email. Below I'm going to copy the original email I sent to him. I'd greatly appreciate any help you can provide to help rectify the issues I've been having. I can be reached back via here on Reddit, my email -
[email protected] or on my cell phone at xxx-xxx-xxxx. Thanks.
Original message:
Good Evening Jamey,
My name is (mustinjurphy) I got your contact info from my normal service adviser Jessica Reid out of Jacksonville. I live in Fort Myers and have gotten nearly all of my service work done by the local rangers since the closest service center is about 2 hours away. The reason for me reaching out to you is to start a discussion about the continual need for warranty work on my Model X and try to figure out a permanent solution to the problem.
Let me start by saying this, I absolutely love my Tesla vehicles and have no plans of driving anything else anytime soon. I'm a day 1 Model 3 reservation holder and should hopefully be invited to configure and order it any day now (My Tesla account showing Nov 2017-Jan 2018 delivery estimate). Realizing I just couldn't wait for the Model 3 to be my first Tesla I purchased my Model S at the end of Q3 2016 after finding a great deal on an inventory car. I bought my Model X in April 2017 after hitting my little girls heads too many times (currently ages 3 and 1 1/2) while putting them into their car seats, the falcon wing doors are a huge game changer. I'm an admin for my local EV Owners group and actually hosted an event for National Drive Electric Week back in September. I'm passionate about seeing and promoting a transition to a more sustainable future. I've also always been extremely happy with the level of service I've received on the many occasions I've needed it. Having said that, I've reached a point where I felt the need to escalate my concern with just how many times the same issues have needed to be fixed. With only ~25k miles on the vehicle I'm well within the warranty period. I feel not only like I'm waiting for the issues to keep happening once again but also have even greater concerns with owning the car long term after the warranty period is over. I'm sure you can see the full service history since it was built but I'll give a brief summary below that should be fairly accurate with the pertinent details.
As you'll see I'm not the original owner of this car, I believe there was only 2 actual "owners" but I think it may list 3 different owners. If it does I think the 2nd "owner" was just the dealership I purchased it from, but I could be wrong about that. I didn't know about the service history before I took ownership in April until just last week when I asked Jessica about it. She said she couldn't give me the full service reports because of the previous owners info being on them but did tell me about what services were performed.
May 2nd 2016 - Front door latches replaced
Oct 12th 2016 - Front right door latch replaced
March 9th 2017 - Front left door latch replaced
I take ownership in April 2017
June 13th 2017 - Front door latches replaced
August 9th 2017 - Front door latches replaced
October 23rd 2017 - Front left door latch replaced, AC issue adressed
October 29th 2017 - Same AC issue reappeared. Given ICE loaner for an extended period because I couldn't keep driving around without AC in the Florida heat.
November 14th 2017 - AC issue fixed
November 25th 2017 - AC issue fixed again
December 22nd 2017 - Front left door latch issue again, left side falcon wing door also not latched properly twice, AC issue again.
On the most recent visit the AC issue tested fine so nothing was replaced and the technician told me if it happened again to let you know. On 12/31 around 2pm I noticed the AC issue reappearing yet again. This is the first time I'm reporting this. I noticed it not blowing cold air and left the vehicle, set the climate to stay on "LO" and after 30 minutes or so the interior temperature was still reading in the 90's.
So at this point it just seems like this car is going to keep having issue after issue. I haven't explored any legal options yet because I'd hope and prefer to be able to work directly with you to rectify the situation. I'd like to find out about either A. Getting a replacement vehicle or B. Having Tesla buy back this vehicle so I can repurchase another one. If you can, please call me at your earliest convenience to further discuss this in more depth.
Thanks
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I also pasted basically this entire message into the “Escalafe my concern for executive review” customer support request box on My Tesla account (150 character limit so I had to send it in 8 parts).
I did finally receive an email back from the original regional service manager Jamey on Monday saying he forwarded my case onto the Business Resolution team and he wiill be my point of contact thru this process. I also received an email back today from Tesla corporate saying essentially the same thing.
Any feedback from anybody on my situation would be greatly appreciated.
Side note: My Model 3 estimated delivery is still showing Nov 2017-Jan 2018 but I haven’t been invited to configure and order yet