gabeincal
Active Member
If the tint was $100 it's not a big deal. Mine was over $500 for the front windshield and they scratched it. They compensated me for it.
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[Resolved] Frustrated Mad and Angry at Service right now
- Thread starter Sir Guacamolaf
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- Model S
I would argue it is not "goodwill" when they fix something they broke.
That said, Tesla is so bureucratic, it would not surprise me they have no other options to put on the invoice.
Bet TSLA
Active Member
It's quite remarkable to me how determined some people are to be offended. Let's just observe that the OP knows what is important to him and got what he wanted calmly and quickly. I'm impressed. Well done! I'm certain that in the future they'll go the extra mile to keep you happy.
FWIW, I am nor would I be offended by the use of "customer goodwill" on the invoice. But obviously it is not an accurate description, as that sounds they were doing you a favor (which I guess is the intent they try to communicate with such a line in general).
But in instances where they were actually at fault at the service center, a better description would be something like "service warranty" or "car warranty" when it is a factory fault. No?
Bet TSLA
Active Member
Be that as it may (I read your description and saw nothing applicable to this situation), so is warranty.
Lasttoy
Active Member
Always lawyer up
A member was venting last week, notify Fremont instantly.
They checked my car. Heater valve Bad. How much to fix it? We don't know yet. I just left, I don't need heat that bad that can't say valve cost x, takes 2 hours to changer it.
I thought it had electric heating, not freon?
A member was venting last week, notify Fremont instantly.
They checked my car. Heater valve Bad. How much to fix it? We don't know yet. I just left, I don't need heat that bad that can't say valve cost x, takes 2 hours to changer it.
I thought it had electric heating, not freon?
HankLloydRight
No Roads
I agree with Sir Guac w/r/t the tint. IMHO it's a "choose your battles" kinda thing. Sure, he could go in all fire and brimstone and demand nothing short of ultimate satisfaction with a new hood, new windshield, and new tint, and demand "diminished value" yadda, yadda, yadda... And I'm sure there are people who are like that.
But I prefer to save that kind of attitude only for times where it really matters, when there is a significant error(s) made, the stakes are much higher, and Tesla (or whoever) isn't doing the right thing.
In this case, the service center and associates and whoever else involved from HQ will walk away knowing that Sir Guac treated them with respect and reasonableness, so next time there's a problem, they know what to expect.
But if you go in and lawyer up, and demand every last cent of retribution, next time, they might not be so cooperative.
But I prefer to save that kind of attitude only for times where it really matters, when there is a significant error(s) made, the stakes are much higher, and Tesla (or whoever) isn't doing the right thing.
In this case, the service center and associates and whoever else involved from HQ will walk away knowing that Sir Guac treated them with respect and reasonableness, so next time there's a problem, they know what to expect.
But if you go in and lawyer up, and demand every last cent of retribution, next time, they might not be so cooperative.
artsci
Sponsor
You're right to be angry. I would be too. Shame on Rockville for not accepting responsibility for damage they caused. That's unethical.
It could just be the name they use in their internal accounting to keep track of those costs, separately from warranty work, and not meant to imply anything to end customers. "Customer goodwill", not "goodwill" (which usually means something different in accounting). Even though the cost ends up being zero to the customer, it is a cost to Tesla, and wouldn't their bean counters want to know. Putting it under warranty just obfuscates what happened.
And wouldn't we want their bean counters to know - otherwise how will they ever improve unless they are tracking the fact that their service people are incurring huge but avoidable cost and pain to both customers and their own bottom line?
bonnie
I play a nice person on twitter.
I know there are 10 pages of posts in this, so easily missed. Short version: They did accept responsibility for the damage. The OP is satisfied with their response.
If Tesla delivered new cars to the service centers that werent screwed up to begin with then the techs wouldnt be so overworked and rushed that the customers cars wouldnt get damaged or need to come back to fix the same problem.
Overworked, poor communication, bad product = poor employee moral.... which means carelessness when working on customers cars.
I feel sorry for the people at service centers, they get all the crap dumped on them.
Overworked, poor communication, bad product = poor employee moral.... which means carelessness when working on customers cars.
I feel sorry for the people at service centers, they get all the crap dumped on them.
Bet TSLA
Active Member
You might want to change the title of this thread to add "Resolved" or something like that.
I can't but once I get my car back (Monday) and this chapter is closed, I'll request the mods to do so.
Yeah no, it's not "goodwill". It is culpability. That's like me crashing into you and paying to have your car fixed and calling it "goodwill".
After they fix it, instead of a pat on the back give them the middle finger for causing the problem in the first place, and more importantly lying about it. They deserve ZERO thanks.
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