TMC is an independent, primarily volunteer organization that relies on ad revenue to cover its operating costs. Please consider whitelisting TMC on your ad blocker or making a Paypal contribution here: paypal.me/SupportTMC

Resolved! Ranger Service for Due Bill Items

Discussion in 'Model S' started by Doug_G, Dec 31, 2012.

  1. Doug_G

    Doug_G Lead Moderator

    Joined:
    Apr 2, 2010
    Messages:
    15,848
    Location:
    Ottawa, Canada
    #1 Doug_G, Dec 31, 2012
    Last edited: Jan 1, 2013
    UPDATE: "We are no longer charging Ranger fees for due bill items."


    When I picked up my car in Toronto they didn't have the tool for setting up the TPMS for the winter wheels. Apparently the tool had gone to Montreal for that delivery event and the replacement hadn't arrived. I was told, "No problem (my ranger) will drop by and fix that on his way to Montreal." He did so last night.

    Today I got a $100 invoice from Tesla for Ranger service. I complained on the following basis:

    I got the following response:

    I'm okay with this given that they'll deduct it from the service plan price, but IMHO it's bad form (a) to charge for fixing something on the due bill at delivery, especially when it was caused solely by logistical problems at Tesla, and (b) not to inform me of the policy at the time.
     
  2. nrcooled

    nrcooled P#8946 VIN 03225

    Joined:
    May 22, 2012
    Messages:
    565
    Location:
    NoVA
    You're a better man then me. I would have fought that tooth and nail.
     
  3. mnx

    mnx 2013 P85

    Joined:
    May 6, 2009
    Messages:
    2,281
    Location:
    Ancaster, Canada
    At least us forum go-ers now know what to expect...

     
  4. mknox

    mknox Well-Known Member

    Joined:
    Aug 7, 2012
    Messages:
    8,552
    Location:
    Toronto, ON
    Being so close to the Service Center, this is less of an issue for me, however, I agree this is bad form and further believe you should not be charged the $100 Ranger Fee regardless of whether you intend to buy the Plan or not. Your car was delivered with a "problem" that should have been dealt with on or before delivery and the customer shouldn't be made to pay for the follow-up that was only required due to this issue.

    This reminds me of how Zapped had his car dropped off like a FedEx package in Edmonton and had to unwrap it himself in spite of having paid $990 for Personal Delivery and $180 for Inspection and Prep. Now I believe Zapped didn't seem to mind, but that kinda seems like bad form to me as well.
     
  5. Ditpixs

    Ditpixs Member

    Joined:
    Dec 3, 2012
    Messages:
    54
    Location:
    Tracy, CA
    I would not accept that, as it should have been resolved upon delivery.

    Just for reference, after I got my car home from the factory I discovered the A/C wasn't working. Tesla picked the car up from my office the following week, took it to Menlo Park and brought it back to me the next day repaired (bad O-Ring). There was no charge for this service, as it was a factory defect which should have been caught before I picked it up.

    It probably helps that I am 40 miles from the factory, but you should be treated the same way.

    Aaron
     
  6. montgom626

    montgom626 Active Member

    Joined:
    Dec 15, 2012
    Messages:
    1,339
    Location:
    USA
    I second your comment.
     
  7. Ceilidh

    Ceilidh Member

    Joined:
    Oct 5, 2012
    Messages:
    337
    Location:
    Los Altos (Silicon Valley), CA
    I also agree. I wonder if that ranger didn't know what to do and made something up on the spot to collect the fee in case he got in trouble for not collecting it or something. You should not have had to pay that and I would have been pretty aggro about it given the circumstances. We should never pay for a mistake or lack of equipment on Tesla's part.

    Cheers.
     
  8. AnOutsider

    AnOutsider S532 # XS27

    Joined:
    Apr 3, 2009
    Messages:
    11,923
    This is not the Tesla service we've all been told to expect. Reminds me of the whole $35 for the HPWC shipping since it wasn't available at the time the car came. Well, is that our fault? Is $35 or $100 worth the satisfaction of customers who have put up with a lot in these early days?
     
  9. rlpm

    rlpm S P85 | Sig X _P90D_

    Joined:
    Dec 30, 2012
    Messages:
    235
    Location:
    Albuquerque, NM
    I certainly hope things like this get resolved by the time I take delivery several months from now. I'm about equidistant from the Denver service center and the to-be-opened Phoenix service center.
     
  10. bonnie

    bonnie Oil is for sissies.

    Joined:
    Feb 6, 2011
    Messages:
    14,241
    Location:
    Columbia River Gorge
    Unacceptable. They were basically completing one of the last manufacturing steps that wasn't done due to no fault of yours, inconveniencing you (your car had to be there, right?). They also note that they'll do it 'on the way to Montreal', so you accommodated their schedule.

    The decision to charge you was a mistake. I can see it if it was a Ranger visit that would normally be covered under warranty, saying if you bought the plan later, the money would be deducted. But this was a required step to deliver the car 'whole' to you. There should be no charge.

    Someone misinterpreted the directive, I'm sure. Push back!
     
  11. Jkam

    Jkam Member

    Joined:
    Mar 13, 2010
    Messages:
    325
    Once again, another "communication" problem for Tesla. Since when was that policy ever relayed to its customers? You can't place the policy in effect after the fact. If Tesla expects me to pay a single cent for any of my due bill items, they have another thing coming.

    I understand that Tesla probably needs to see some cash flow in the service area since it is opening up many service centers which no doubt costs money, but to charge $100 for a due bill item is preposterous. And then after being challenged, coming up with the $100-will-be-deducted-from-your-service-plan answer is dubious at best. If that is indeed the policy, why weren't customers informed of it beforehand?

    The car is wonderful. There are some quirks, but nothing unbearable. The unbearable is continually seeing how Tesla screws up customer service. It is a disturbing trend, and it appears to be Tesla's Achilles Heel. Time and again we find out about absolutely horrid Tesla service stories - situations most people wouldn't put up with from any car manufacturer especially at the luxury end of the spectrum.
     
  12. mattjn

    mattjn Member

    Joined:
    Dec 8, 2012
    Messages:
    56
    Location:
    USA
    So, is this a new different car company? Sounds like all the other companies out there, nickel and dime.
     
  13. bonnie

    bonnie Oil is for sissies.

    Joined:
    Feb 6, 2011
    Messages:
    14,241
    Location:
    Columbia River Gorge
    Ummm, time and time again we also hear about spectacular service stories. Let's keep this in perspective. That's why I recommended that Doug push back. It makes total sense for Tesla to charge for routine Ranger visits right now and then deduct monies paid if the plan is purchased. I believe this was a misinterpretation of a directive. Let's not damn Tesla quite yet.
     
  14. mattjn

    mattjn Member

    Joined:
    Dec 8, 2012
    Messages:
    56
    Location:
    USA
    It makes sense to charge for something that should be done before the car is even delivered? This isn't something that broke and needs fixing, this is like not putting seats in and charging you for them later.

    I know there are a ton of Tesla cheerleaders on this forum, but we consistently heard about how Tesla was going to be different and not be the same as other car companies, so far I haven't seen any proof of that.
     
  15. Jkam

    Jkam Member

    Joined:
    Mar 13, 2010
    Messages:
    325
    He did push back after he was wrongly charged for a due bill item. Then he got the we'll-deduct-it-out-of-your-service-plan answer. How much more force does he need to push back with? He shouldn't have to push back with anything further. It is just wrong.
     
  16. montgom626

    montgom626 Active Member

    Joined:
    Dec 15, 2012
    Messages:
    1,339
    Location:
    USA
    Yes, you are right.
     
  17. bonnie

    bonnie Oil is for sissies.

    Joined:
    Feb 6, 2011
    Messages:
    14,241
    Location:
    Columbia River Gorge
    Yes, I believe I already stated it was wrong. I'm questioning damning the entire company, one with a great customer service record, over what may be a misunderstanding by the person who responded to Doug.

    Stating "time and again we find out about absolutely horrid Tesla service stories" without mentioning the other end of the spectrum seemed a bit unnecessarily dramatic. (Oh hey, we have a thread on actual service stories: http://www.teslamotorsclub.com/showthread.php/10137-Actual-Service-Experiences-with-Tesla . Let's start there.)
     
  18. qwk

    qwk Model S P2681

    Joined:
    Dec 19, 2008
    Messages:
    2,817
    This is preposterous. He paid for dealer prep, received what to any reasonable human being would be an unprepped vehicle, and to top it off is being charged again for what?? Lol

    I'm sorry, the truth is that while Tesla created an unprescendented car, they seem to have hired a bunch of ex-walmart greeters for their bean counting and marketing department.
     
  19. bonnie

    bonnie Oil is for sissies.

    Joined:
    Feb 6, 2011
    Messages:
    14,241
    Location:
    Columbia River Gorge
    I think you misread my response. I did not say I thought he should be charged.
     
  20. kevincwelch

    kevincwelch Active Member

    Joined:
    May 13, 2012
    Messages:
    2,015
    Location:
    Chicagoland
    #20 kevincwelch, Dec 31, 2012
    Last edited: Dec 31, 2012
    Looks like Tesla is going to nickel and dime customers, but no more than any other automobile company. You just have to go to any automobile website and see what is extra. (I went through Porsche's website last night and everything is extra.) In this case, however, the charge is simply infuriating. Tesla falls short and charges customer! Nice philosophy.
     

Share This Page