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my experience with the Tesla service in Germany

Hi, i´m from germany and I drive a Model S P85 (85.000 miles) which I am very enthusiastic about. The only negativ impressions i got are from the Tesla Service Centers in Germany. Communication and Quality of the work: SEC Dortmund (germany) Car function destroyed, SEC Duisburg (germany) Car not repaired, SEC Düsseldorf (germany) Car shut down indefinitely. The communcation is limited to the Tesla-app. (officially, the service may only communicate with the customer via SMS). This makes customer service not customer-friendly, but a contradiction in itself. Tesla builds cars, not spare parts. In the meantime, I have considered more than once whether I should sell my Tesla.



SEC Dortmund (Car function destroyed)

At the beginning of April 2021 I got problems when i try to update my car. These turned out to be a problem of the SD card in the MCU after the over-the-air diagnosis. (The previous owner had a ThirdParty SD card installed, which could not be described by Tesla-OS). The SEC-Dortmund had only two (fee-based) solutions: Installation of a new MCU, witch will cost € 500,00 – 2.500,00. By contacting Tesla's EMEA service, I was able to find out that there is a Tesla-Order that say: „Tesla will inspect your vehicle to determine if it contains a third party eMMC chip and If present, we will replace it free of charge with the Tesla enhanced 64GB eMMC. Post-replacement, the vehicle will retain a NVIDIA® Tegra® infotainment processor“

So, I was able to achieve a free exchange of the SD card on 17.05.2021. As a revenge, the SEC then charged me € 86.00 for installing the update. When I drove off the farm, I found that my navigation system was no longer working. At the follow-up appointment the next morning (I had to drive 50 KM to Dortmund again) it was found that the GPS cable was squeezed in during the repair of the MCU or its installation. They then repaired it and refunded me in return € 50.00 of the € 86.00 (update installation), but as a credit.



Duisburg (Car not repaired)

On 23.05.2022 I was with Ove Kröger (DocTesla) for the End of Warranty-Check. Here I got a useful diagnosis combined with the recommendation to have the seals of my sunroof replaced in order to get rid of the annoying wind noise.

At the beginning of June 2022, I made an appearance at the SEC Duisburg and discussed Ove's report with the service employee. I ordered some spare parts for self-assembly. The seals for the sunroof had to be ordered (after consultation with an employee at the SEC Düsseldorf) and installed at a service appointment. We have also confirmed this appointment at the time when the seals are in Duisburg.

In mid-July (after I still haven't heard anything about sec-Duisburg) I went there and asked. I was confirmed that the sealing rails had been ordered and were already on their way. I then ordered the brake fluid and coolant check for the upcoming appointment.

On 08.08.2022 I had the appointment in the SEC-Duisburg and drove there in a good mood and handed in the car. In the afternoon of the same day, I received a message that my car was ready.

The next morning I drove to the SEC. They kindly explained to me what they had done on the car. Wordily, the technician explained to me that he had cleaned the rails and maintained the engines and now everything would be OK again. I was expecting the worst, but I went out to my car and looked it up! The old rails, newly greased! I walked inside, Horrified, I was asked the question whether the ordered sealing rails should also be installed? They can't do that here!

„You still have to make an appointment in Düsseldorf, they have the special tools and the specialist staff there“. After two months of scheduling material procurement ……. I turned down another appointment and was horrified but at least drove home with my car.

Düsseldorf (Car shut down indefinitely)

On 07.09.2022 I was driving my car to go shopping when I suddenly felt a slight jolt in the rear and then a drop in performance. In the display I get the error "DI_F072 rear engine mode deactivated – Driving OK Speed and performance may be restricted", I can no longer move my vehicle (since I don't have a model with D).

Since my warranty expired on 15.08.2022, I no longer get a Marshall- towing- or a rental car-service. After my bad experiences with Dortmund and Duisburg, I have my car dragged the next day by appointment with the SEC Düsseldorf. There I was told that I needed a new (refurbished) motor, because the detailed analysis showed that a diode error had occurred in the motor. Apart from the fact that I am still not sure that it is not a software error, I agreed with a heavy heart to the replacement of the engine.

After the car was in the workshop for 2 weeks and the first production date was over, I asked Tesla on 22.09.2022 and got information that the Drive Unit was not yet there and they did not know when it would come. I called Düsseldorf (landline), but only got the Tesla headquarters and asked for a callback there. I didn't get a call, just a message in the app „Dear Mr. xy at the moment we are still waiting for the delivery of the driving unit. A delivery date is currently not available“. I.e. I don't have a car available and no one wants/can tell me if they are coming back this week, this month, or this year. They "steal" my car and don't tell me that on the phone but through an anonymous message in the app. I was then on 24.09.2022 in the SEC Düsseldorf and got there only a shrug of the shoulders because of the behavior of the service employees and on the information, when my car will be ready.
 

Wattsisname

MY Red/White/Gems
Jan 12, 2022
1,732
1,078
Wandsworth London
Hi, i´m from germany and I drive a Model S P85 (85.000 miles) which I am very enthusiastic about. The only negativ impressions i got are from the Tesla Service Centers in Germany. Communication and Quality of the work: SEC Dortmund (germany) Car function destroyed, SEC Duisburg (germany) Car not repaired, SEC Düsseldorf (germany) Car shut down indefinitely. The communcation is limited to the Tesla-app. (officially, the service may only communicate with the customer via SMS). This makes customer service not customer-friendly, but a contradiction in itself. Tesla builds cars, not spare parts. In the meantime, I have considered more than once whether I should sell my Tesla.



SEC Dortmund (Car function destroyed)

At the beginning of April 2021 I got problems when i try to update my car. These turned out to be a problem of the SD card in the MCU after the over-the-air diagnosis. (The previous owner had a ThirdParty SD card installed, which could not be described by Tesla-OS). The SEC-Dortmund had only two (fee-based) solutions: Installation of a new MCU, witch will cost € 500,00 – 2.500,00. By contacting Tesla's EMEA service, I was able to find out that there is a Tesla-Order that say: „Tesla will inspect your vehicle to determine if it contains a third party eMMC chip and If present, we will replace it free of charge with the Tesla enhanced 64GB eMMC. Post-replacement, the vehicle will retain a NVIDIA® Tegra® infotainment processor“

So, I was able to achieve a free exchange of the SD card on 17.05.2021. As a revenge, the SEC then charged me € 86.00 for installing the update. When I drove off the farm, I found that my navigation system was no longer working. At the follow-up appointment the next morning (I had to drive 50 KM to Dortmund again) it was found that the GPS cable was squeezed in during the repair of the MCU or its installation. They then repaired it and refunded me in return € 50.00 of the € 86.00 (update installation), but as a credit.



Duisburg (Car not repaired)

On 23.05.2022 I was with Ove Kröger (DocTesla) for the End of Warranty-Check. Here I got a useful diagnosis combined with the recommendation to have the seals of my sunroof replaced in order to get rid of the annoying wind noise.

At the beginning of June 2022, I made an appearance at the SEC Duisburg and discussed Ove's report with the service employee. I ordered some spare parts for self-assembly. The seals for the sunroof had to be ordered (after consultation with an employee at the SEC Düsseldorf) and installed at a service appointment. We have also confirmed this appointment at the time when the seals are in Duisburg.

In mid-July (after I still haven't heard anything about sec-Duisburg) I went there and asked. I was confirmed that the sealing rails had been ordered and were already on their way. I then ordered the brake fluid and coolant check for the upcoming appointment.

On 08.08.2022 I had the appointment in the SEC-Duisburg and drove there in a good mood and handed in the car. In the afternoon of the same day, I received a message that my car was ready.

The next morning I drove to the SEC. They kindly explained to me what they had done on the car. Wordily, the technician explained to me that he had cleaned the rails and maintained the engines and now everything would be OK again. I was expecting the worst, but I went out to my car and looked it up! The old rails, newly greased! I walked inside, Horrified, I was asked the question whether the ordered sealing rails should also be installed? They can't do that here!

„You still have to make an appointment in Düsseldorf, they have the special tools and the specialist staff there“. After two months of scheduling material procurement ……. I turned down another appointment and was horrified but at least drove home with my car.

Düsseldorf (Car shut down indefinitely)

On 07.09.2022 I was driving my car to go shopping when I suddenly felt a slight jolt in the rear and then a drop in performance. In the display I get the error "DI_F072 rear engine mode deactivated – Driving OK Speed and performance may be restricted", I can no longer move my vehicle (since I don't have a model with D).

Since my warranty expired on 15.08.2022, I no longer get a Marshall- towing- or a rental car-service. After my bad experiences with Dortmund and Duisburg, I have my car dragged the next day by appointment with the SEC Düsseldorf. There I was told that I needed a new (refurbished) motor, because the detailed analysis showed that a diode error had occurred in the motor. Apart from the fact that I am still not sure that it is not a software error, I agreed with a heavy heart to the replacement of the engine.

After the car was in the workshop for 2 weeks and the first production date was over, I asked Tesla on 22.09.2022 and got information that the Drive Unit was not yet there and they did not know when it would come. I called Düsseldorf (landline), but only got the Tesla headquarters and asked for a callback there. I didn't get a call, just a message in the app „Dear Mr. xy at the moment we are still waiting for the delivery of the driving unit. A delivery date is currently not available“. I.e. I don't have a car available and no one wants/can tell me if they are coming back this week, this month, or this year. They "steal" my car and don't tell me that on the phone but through an anonymous message in the app. I was then on 24.09.2022 in the SEC Düsseldorf and got there only a shrug of the shoulders because of the behavior of the service employees and on the information, when my car will be ready.
Blimey!
 

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