Yesterday I had one of the worst experiences of my life. I have a Tesla model 3 extended range that is almost new(purchased a month ago) I had gone with some family members to a beach near half moon bay/El Granada yesterday evening. The car had 80% charge when we reached. I parked my Tesla on nearby street and walked along beach for about 45 minutes. When we returned, to my surprise, the car refused to open using the iphone app. I had never used the Tesla key until that point because Tesla told me that iphone is good enough to operate the car. The Tesla app on iphone would show the car is unlocked but car won't open. On the car screen, I could see the car was displaying that "Sentry mode" was turned ON for some reason. I had not turned it ON when I left the vehicle so I was very surprised. The app for some reason did not show that sentry mode is ON. I used my Tesla app to request roadside assistance. To my complete surprise, Tesla just closed down my request for roadside assistance in about 30 to 40 minutes while I was standing next to it. I was worried about my car so I didn't want tol leave it like that but soon it got dark there and highway one was shutdown due to wind and natural hazards so my relatives and friends couldn't come from that direction to help us. Somehow a bus coming from El Granada village saw us stranded and stopped for us and we got home. After coming home, I called Tesla and asked them why did my car refused to open? Why did they close my roadside assistance request without any reason? What are my options now that my car is left on the road? Can Tesla tow it? etc. To my surprise the Tesla roadside assistance lady on the phone told me that she doesn't know why my request for roadside assistance got closed!. She also told me that I have to be standing next to my car for Tesla to send any tow truck!!! I asked her if that is the policy then why didn't Tesla help me when I was standing next to Tesla vehicle? Why they didn't send a tow truck or tried to unlock my car remotely by verifying my identity? She refused to answer any of those question. All she would say is if you want help then go back to your vehicle. I was not willing to go back there as it was almost 11 PM in the night and I was not sure how long it will take the tow truck to arrive if my Tesla card can't open the door just like Tesla app. No matter how much I tried to convince them, they refused to help!. Tesla told me that it is their policy not to send a tow truck unless customer is next to the car and they will not comment on why my request for help got closed when I was next to the car. The lady refused to let me speak to her supervisor and told me that her supervisor will call me when he is "available" which he never did!!
Why is Tesla so arrogant and careless about the plight of its customers? I paid so much money and waited for several months to get Tesla thinking it is a reputable company but now I feel that they don't care about us and they are hiding the problems with their cars.
Why is Tesla so arrogant and careless about the plight of its customers? I paid so much money and waited for several months to get Tesla thinking it is a reputable company but now I feel that they don't care about us and they are hiding the problems with their cars.