Pretty piss poor service so far at the Service Center

[JayNJ]

I chalk this all up to there being very few SCs, so many people bringing in their cars for every little scratch and alignment issue, as well as initial QC.

The short story for me since I already have posted about it before, is 15 miles after delivery of my Model 3 I had braking errors, all in the electronic control area. I immediately returned the car for repair and got a loaner. That was on July 12. Since then I have not heard a word from service on the cause or estimated time for fixing it.

I received some immediate (automated) texts about them getting ready to look at it the first two nights, but that is it. I was contacted from a delivery specialist a few days after delivery to make sure I am enjoying the car where I shared my problem. He has checked with service and relayed a few messages but nothing definite. He also told them to call me with an update a few times but I never heard from them. I call the SC for status on July 19 who went to talk to the technical specialist who was supposed to call or text, but that never happened either.

The lack of communication is not good. I fear the longer my car sits there it will be picking up scratches and other problems.

I heard on these boards about cars sitting for months at the service center waiting for parts or diagnosing something. I think this is one of the downsides of not having dealerships. With the cars going into mass production, there is not an infrastructure to support them for warranty service or out of warranty service since mechanics won't touch them. Where you can get to Ford, Honda, Chevy, etc. dealer with 10-15 minutes from any town in America, there are only two Tesla SCs in my whole state of NJ.

 

[JeffK]

I chalk this all up to there being very few SCs, so many people bringing in their cars for every little scratch and alignment issue, as well as initial QC.

The short story for me since I already have posted about it before, is 15 miles after delivery of my Model 3 I had braking errors, all in the electronic control area. I immediately returned the car for repair and got a loaner. That was on July 12. Since then I have not heard a word from service on the cause or estimated time for fixing it.

I received some immediate (automated) texts about them getting ready to look at it the first two nights, but that is it. I was contacted from a delivery specialist a few days after delivery to make sure I am enjoying the car where I shared my problem. He has checked with service and relayed a few messages but nothing definite. He also told them to call me with an update a few times but I never heard from them. I call the SC for status on July 19 who went to talk to the technical specialist who was supposed to call or text, but that never happened either.

The lack of communication is not good. I fear the longer my car sits there it will be picking up scratches and other problems.

I heard on these boards about cars sitting for months at the service center waiting for parts or diagnosing something. I think this is one of the downsides of not having dealerships. With the cars going into mass production, there is not an infrastructure to support them for warranty service or out of warranty service since mechanics won't touch them. Where you can get to Ford, Honda, Chevy, etc. dealer with 10-15 minutes from any town in America, there are only two Tesla SCs in my whole state of NJ.

It has nothing to do with dealerships and more likely to do with lack of spare parts.

 

[trunks13]

It has nothing to do with dealerships and more likely to do with lack of spare parts.

I believe the intent of the original post was that the lack of communication is what is most disappointing. This is a $50K+ car that had problems on day 1 of delivery. The least they can do is respond to requests for a status update.

 

[ACA Man]

I believe the intent of the original post was that the lack of communication is what is most disappointing. This is a $50K+ car that had problems on day 1 of delivery. The least they can do is respond to requests for a status update.

My thought exactly.

 

[Swampgator]

Have you called them or went down to visit?
I am always a little suspect of someone who joins this forum just to post negatives.
Where were you this past year while waiting for your car?

 

[ba2002]

Have you called them or went down to visit?
I am always a little suspect of someone who joins this forum just to post negatives.
Where were you this past year while waiting for your car?

I'm not suspicious at all. My experience over the last two years with Tesla is that the cars are amazing, and communication and follow through is utterly nonexistent. It's to the point that I don't ever expect someone from Tesla to email/call/follow up when they say they will - because they never do.

 

[GreenT]

This is no different for Model S or X.

Instead of prioritizing Service Centers, Tesla seems determined, instead, on building SuperChargers every 50 miles around the world.

But what when the car needs service??? Which they do, routinely? And the complaints are incredible.

There are only adequate service centers in metropolitan areas (except California?), and then inadequate parts supply. And useless body shops.
Given the ramp up they're trying to achieve with Model 3, there is no way their service centers can keep up.

I predict this will be their undoing and other brands will take over. But was this not their mission statement?

The only caveat ... battery supplies?

 

[GreenT]

Have you called them or went down to visit?
I am always a little suspect of someone who joins this forum just to post negatives.
Where were you this past year while waiting for your car?

Poster should not NEED to visit them!!!!!!!!!!!!!!!!

 

[buttershrimp]

Let’s see some delivery pictures !

 

[JayNJ]

The SC is an hour away, so I will not be stopping by. I was previously on Reddit mostly before deciding to check out this and Model 3 owners club forums after getting notification of delivery date.

 

[JayNJ]

Let’s see some delivery pictures !

Here I was on delivery. I saw no cosmetic issues on delivery. I just hope it is still that way when I eventually get it back.

I got a 2013 Model S 85 loaner. It is nice but still lacking some features on the Model 3.

 

[JayNJ]

It has nothing to do with dealerships and more likely to do with lack of spare parts.

I am sure that is the case, it would be nice if they told me. However, these service centers seem small and are packed with cars waiting. The whole delivery process was incredibly smooth and I had great communication. If they dont double or triple the number of SCs soon, they won't be able to support 400k new cars they are building.

 

[kengchang]

I am sure that is the case, it would be nice if they told me. However, these service centers seem small and are packed with cars waiting. The whole delivery process was incredibly smooth and I had great communication. If they dont double or triple the number of SCs soon, they won't be able to support 400k new cars they are building.

I am sure Tesla will expand the SCs once the cash flow is positive and turning a profit.

 

[Garlan Garner]

I chalk this all up to there being very few SCs, so many people bringing in their cars for every little scratch and alignment issue, as well as initial QC.

The short story for me since I already have posted about it before, is 15 miles after delivery of my Model 3 I had braking errors, all in the electronic control area. I immediately returned the car for repair and got a loaner. That was on July 12. Since then I have not heard a word from service on the cause or estimated time for fixing it.

I received some immediate (automated) texts about them getting ready to look at it the first two nights, but that is it. I was contacted from a delivery specialist a few days after delivery to make sure I am enjoying the car where I shared my problem. He has checked with service and relayed a few messages but nothing definite. He also told them to call me with an update a few times but I never heard from them. I call the SC for status on July 19 who went to talk to the technical specialist who was supposed to call or text, but that never happened either.

The lack of communication is not good. I fear the longer my car sits there it will be picking up scratches and other problems.

I heard on these boards about cars sitting for months at the service center waiting for parts or diagnosing something. I think this is one of the downsides of not having dealerships. With the cars going into mass production, there is not an infrastructure to support them for warranty service or out of warranty service since mechanics won't touch them. Where you can get to Ford, Honda, Chevy, etc. dealer with 10-15 minutes from any town in America, there are only two Tesla SCs in my whole state of NJ.

What kind of loaner did you get? A P100D?

Hmmmm. Will Ford, Honda, Chevy etc.....pay for a loaner for weeks? Anyone?

 

[Daniel in SD]

Dealerships do stock spare parts though and will sell them to anyone. This is my least favorite thing about Tesla. I hope that eventually their service centers will be better than dealerships in every way.

 

[outie]

Unfortunately this is the downside of Tesla. Their SCs are so flooded especially after Model 3 came out. Many new owners bring in their cars because they've came from ICE cars and have different expectations. The manager told me most Model 3s came in for owner education. For example panel gaps, misaligned trims etc. are normal on a Tesla.

I always have to ask them the status of my vehicle. It's rare for them to update me on a daily basis. Sometimes they send a text saying they are working on the car but that was it. No ETA, no SA calling until I call them or text them.

Your concern is also valid about new scratches / dents the longer it sits in the SC. Personal experience.

On the bright side you are given a Tesla loaner. Here at my local SC they've sold their loaners and never replenished. We are given Enterprise ICE rentals. This is the only issue I have with them and I am so hesitated to bring in my car nowadays. Too many car seats and kids stuff to deal with.

 

[EV-lutioin]

I have some tips for you when working with Tesla service.
1. Enjoy your loaner! We have enjoyed some awesome loaners over the years. P100D!!
2. Get the service manager's phone number and communicate directly via text.
3. If you call your service center and get directed to the national call center, call back and connect to sales (they always answer) and say... "...oopsie, can you connect me to service".
4. If a mobile service technician comes to your home, ask them for their business car. You can communicate with them directly and often resolve your problem without having to talk to a less experienced service operator and thereby save a trip to the SC. Sometimes they will even coordinate a trip to look at your car if they are in the area, without having to go through the service desk.
5. If all else fails, ask for your regional service manager and talk with them directly. They have the ability to cut the queue if you have received poor responses for your requests for service.

Good luck and enjoy your new car!

 

[Garlan Garner]

I believe - all to often - that Tesla owners bring their cars back to Tesla more than ICE owners bring their cars back to ICE dealerships.

I've never heard of an ICE owner bringing their cars back due to panel gaps. AND I have personally experienced horrible panel gaps on Cadillac's through their entire history.

Its kinda like car fires. Tesla car fires make prime time news, however ICE cars catch on fire every day.


I always ask my kids to bring me a solution with their complaint. As they grew up...they just started implementing solutions without brining me their issues.
What do you guys thing the solution is? Mobile repair trucks?

Would it make you feel better if Tesla would just say.....we are working on your car. <--- on a daily basis?

Or would a thread like this be titled. "Tesla keeps telling me they are working on my car....but its just been too long".

 

[Ejl80]

What kind of loaner did you get? A P100D?

Hmmmm. Will Ford, Honda, Chevy etc.....pay for a loaner for weeks? Anyone?

Bmw will. MB will. Those are the cars that compare in price to these. And to answer your other thread, I’ve had 3 bmws and never had a panel gap issue.

And you get very frequent updates from a bmw dealer about service on your car. Text. Email. Call. All your preference.

 

[EV-lutioin]

I believe - all to often - that Tesla owners bring their cars back to Tesla more than ICE owners bring their cars back to ICE dealerships.

I've never heard of an ICE owner bringing their cars back due to panel gaps. AND I have personally experienced horrible panel gaps on Cadillac's through their entire history.

Its kinda like car fires. Tesla car fires make prime time news, however ICE cars catch on fire every day.


I always ask my kids to bring me a solution with their complaint. As they grew up...they just started implementing solutions without brining me their issues.
What do you guys thing the solution is? Mobile repair trucks?

Would it make you feel better if Tesla would just say.....we are working on your car. <--- on a daily basis?

Or would a thread like this be titled. "Tesla keeps telling me they are working on my car....but its just been too long".

Good points Garlan! Tesla owners... can be a bit whiny . Of course, Tesla could solve this issue fairly easily by setting up an online tracking system that allows owners to track they progress of service. I know Tesla already has a way to schedule service online (see image) through their Tesla account, does anyone know if this system provides updates to the customer?