Hi fellow Tesla members,
I was recommended by a friend to post here as to hopefully gain some audience to the issue , hoping to rectify.
I brought my Tesla S P90D into the Rocklin Service center for my first annual service inspection (they said it is required since I leased the vehicle). I had made the appointment over their phone service who told me that it usually takes between 45 mins - 2 hours to complete and shouldn't be a big deal. Boy was I in for a surprise.
When I showed up, they informed me that they were extremely backed up, and would try to expedite my inspection if possible. I let them know that I used my Tesla for work, and that I needed the extra cargo space to haul my equipment. They said the only thing they set up for me was an infinity coupe loaner, but it shouldn't be a problem since they should finish inspection within a day or two. Since it was a Thursday afternoon, they said that if they couldn't get it back to me on Friday then most likely it would be ready on Monday the week after since they don't work weekends.
I then received text messages on Thursday evening, and Friday evening about continuing delays. I was disheartened, but having seen the line going out their service garage, kind of understood.
Monday morning was the most devastating -- I received a text saying that they had scratched my car. I had to request twice (once via text, next over the phone) for them to send me a picture. There were 3 scratches along the bottom of the driver door (I've attached the pics). I was floored. They then told me they would have to send it to the nearby body shop to repair the scratches and it would take 2-3 more days. I received an alert on my app that charging stopped and my remaining battery had 191 miles left on charge. -- I assumed this is when they transported it to the body shop which when I checked on gps was only 1.3 miles away.
That night I sent a message for executive review through MyTesla-- stating my disappointment in the service and I was frustrated at being stuck with the coupe which I couldn't drive for work (Thankfully I had an older suv I could switch to). I did not get a response.
I did not receive update texts on monday evening, or tuesday evening. I finally decided to text them Wednesday morning and they replied that the car was still at the shop, being worked on and should be ready by end of week. Sure enough when I checked my app occasionally, I would see the doors being opened, the charging port, etc. I thought "ok, they are working on it, cool"
I did not receive a text update on Wednesday evening or Thursday evening. However, I did notice that the battery charge dropped to 170 mi. I thought this was peculiar so I noted the odometer at 8908 mi. I decided to write a follow up message for executive review on MyTesla again, to see if I could get *any* reply and anything to help rectify the situation. I still have not received any reply.
This noon when I checked the app the charge dropped further to 150ish (now its at 147). I checked the odometer and noted that it was reading 8914 (now 8915). I'm trying to give them the benefit of the doubt, but I'm also trying to wonder what would necessitate at least 6 miles or more of driving to fix scratches, . It also makes me wonder what happened between the last charge @191 and when I noticed it drop to 170 mi. within a span of 1 day, when the shop was only 1.3 mi away.
I texted the service number back and they then told me the car would not be ready until the following Monday at best and would give me an update then. That makes this whole ordeal a minimum 11 days since drop off, and still no response from executive review.
It is now Friday night, over a week after they said I would get it back. To say I'm extremely disappointed would be an understatement at this point. If you've made it this far I appreciate your time reading it. I hope no one has to go through this.
It is heartbreaking for me since I was on the path to becoming a real fanboy, and in a situation to support the company for many many years to come -- getting more Tesla's in my garage as well as professional recommendations. But this experience has absolutely soured that outlook considerably.
Has anyone else experienced something like this? Or am I just the unlucky duckling that fell through the cracks?
Does anyone have any suggestion on what I can do at this point? And how do I go about regaining my faith in their service dept. or customer service?
I have owned an Audi for a long time before this, and never had any experience remotely close to this for maintenance or even when they had to repair, let alone without response from customer service.
Thanks again for your time.
-Curtis
I was recommended by a friend to post here as to hopefully gain some audience to the issue , hoping to rectify.
I brought my Tesla S P90D into the Rocklin Service center for my first annual service inspection (they said it is required since I leased the vehicle). I had made the appointment over their phone service who told me that it usually takes between 45 mins - 2 hours to complete and shouldn't be a big deal. Boy was I in for a surprise.
When I showed up, they informed me that they were extremely backed up, and would try to expedite my inspection if possible. I let them know that I used my Tesla for work, and that I needed the extra cargo space to haul my equipment. They said the only thing they set up for me was an infinity coupe loaner, but it shouldn't be a problem since they should finish inspection within a day or two. Since it was a Thursday afternoon, they said that if they couldn't get it back to me on Friday then most likely it would be ready on Monday the week after since they don't work weekends.
I then received text messages on Thursday evening, and Friday evening about continuing delays. I was disheartened, but having seen the line going out their service garage, kind of understood.
Monday morning was the most devastating -- I received a text saying that they had scratched my car. I had to request twice (once via text, next over the phone) for them to send me a picture. There were 3 scratches along the bottom of the driver door (I've attached the pics). I was floored. They then told me they would have to send it to the nearby body shop to repair the scratches and it would take 2-3 more days. I received an alert on my app that charging stopped and my remaining battery had 191 miles left on charge. -- I assumed this is when they transported it to the body shop which when I checked on gps was only 1.3 miles away.
That night I sent a message for executive review through MyTesla-- stating my disappointment in the service and I was frustrated at being stuck with the coupe which I couldn't drive for work (Thankfully I had an older suv I could switch to). I did not get a response.
I did not receive update texts on monday evening, or tuesday evening. I finally decided to text them Wednesday morning and they replied that the car was still at the shop, being worked on and should be ready by end of week. Sure enough when I checked my app occasionally, I would see the doors being opened, the charging port, etc. I thought "ok, they are working on it, cool"
I did not receive a text update on Wednesday evening or Thursday evening. However, I did notice that the battery charge dropped to 170 mi. I thought this was peculiar so I noted the odometer at 8908 mi. I decided to write a follow up message for executive review on MyTesla again, to see if I could get *any* reply and anything to help rectify the situation. I still have not received any reply.
This noon when I checked the app the charge dropped further to 150ish (now its at 147). I checked the odometer and noted that it was reading 8914 (now 8915). I'm trying to give them the benefit of the doubt, but I'm also trying to wonder what would necessitate at least 6 miles or more of driving to fix scratches, . It also makes me wonder what happened between the last charge @191 and when I noticed it drop to 170 mi. within a span of 1 day, when the shop was only 1.3 mi away.
I texted the service number back and they then told me the car would not be ready until the following Monday at best and would give me an update then. That makes this whole ordeal a minimum 11 days since drop off, and still no response from executive review.
It is now Friday night, over a week after they said I would get it back. To say I'm extremely disappointed would be an understatement at this point. If you've made it this far I appreciate your time reading it. I hope no one has to go through this.
It is heartbreaking for me since I was on the path to becoming a real fanboy, and in a situation to support the company for many many years to come -- getting more Tesla's in my garage as well as professional recommendations. But this experience has absolutely soured that outlook considerably.
Has anyone else experienced something like this? Or am I just the unlucky duckling that fell through the cracks?
Does anyone have any suggestion on what I can do at this point? And how do I go about regaining my faith in their service dept. or customer service?
I have owned an Audi for a long time before this, and never had any experience remotely close to this for maintenance or even when they had to repair, let alone without response from customer service.
Thanks again for your time.
-Curtis
