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Rockville MD service center is absolutely useless

Discussion in 'Mid-Atlantic' started by Sir Guacamolaf, Jan 6, 2017.

  1. Sir Guacamolaf

    Sir Guacamolaf The good kind of fat

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    Okay I am completely frustrated with Rockville, MD.

    Their heads are so far up their donkeys they can't even figure out how to set up an appointment, and they keep giving me lip service and won't give me an appointment to look at my car. At this point I have very low confidence in the actual job they'll do.

    Question - Is Tyson's any better, and how do I request Tesla to just redirect me to Tysons? Feel free to reply here or message me privately re: your experiences with Tysons. TIA
     
  2. CHRGIT

    CHRGIT Member

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    I heard owings mills is open.
     
  3. Zmx9

    Zmx9 MS 60D

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    Not yet but any day now. follow Sales & Service Center - Baltimore for updates on when its official. I live 5 mins down the road from there and check it out every other day or so.
     
  4. CatB

    CatB Member

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    Whoa! Wow - that is so *not* my experience with RSC. Very sorry to hear that. The only time I've been in limbo waiting on an appt is when they've remotely diag'd my car and are waiting for parts to arrive. I know they're swamped though - last time I was in for service (replacing drive unit, which wasn't in stock) they had to squeeze me in (they apparently hold back some emergency slots - makes sense to me - I had some early VIN noise and door handle issues that weren't urgent and didn't mind waiting while they debugged more serious issues with other cars). Did they not offer you ANY date? or are they trying to squeeze you in and don't have the bandwidth to do it?
    Also, fwiw, other thread says Owings Mills will be opening on 19th, so they're probably extra stretched right now since they're losing personnel. Hope you can get into Tyson's soon.
     
    • Like x 1
  5. Sir Guacamolaf

    Sir Guacamolaf The good kind of fat

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    Well here is what I'm going through.

    I have an issue with my car - in 2 years of ownership, except one paid service, this is the first time I have really asked them for anything.

    Their first reaction - ignore. For a full week, and 6 different emails. I then got frustrated and complained to HQ, and someone called me - and basically said "Why don't you just take a note of when the issues happen, and we can look at the logs". Sounded more like a standard answer to get someone off the phone. I told them that I can repro the problem on demand, .. but they kept insisting that they need logs. I felt that they were just trying to get me off the phone as they really didn't want to deal with me. Almost like they are too busy dealing with bigger fires. Other customers perhaps with more pressing issues I am sure.

    Anyway, a week later a brand new issue surfaces - this time it must be fixed. This new issue is not an annoyance, this is a must fix. And I call RSC - get their voicemail, leave message, call is not returned in 24 hours. I send an email, no response to that either.

    So I call HQ, who connects me to a real person at RSC, who basically says "Someone will call you to set up the appointment" and they also tell me that appointments are 2 months out .... strange that I have to wait days to get an appointment that is months out.

    .. but sure! Not like I have a choice anyway. So I guess I'll just man my phone all day long.

    2 days later - nobody calls. So I call back, .. and they assure me that someone will call and the "concierge service" is the only one that can schedule an appointment. I complain that I cannot be around my phone all the time, can they at least give me a time when they'll call? Nope! I just have to sit around my phone, and they assure me that they will call - God knows when!

    That was yesterday, still no call. Meanwhile I have to stick around my phone like a beaten wife from 1872.

    Honestly, I'm thinking really hard about bad customer experiences I've had. I can't match this with too many others. Perhaps my health insurance, or maybe the IRS. But it's definitely amongst the top worst.
     
    • Informative x 1
  6. Sir Guacamolaf

    Sir Guacamolaf The good kind of fat

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    Also if Owings Mills opens on the 19th, I am hoping it'll take some load off of RSC. To be honest, it really feels like the people working there are trying very hard. But given how many cars Tesla is selling paired with the poor reliability, their service centers are beyond stretched and just not able to keep up.
     
    • Informative x 1
  7. marsh1n

    marsh1n Member

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    I called the service center yesterday, spoke to someone and had an appointment set up for Tuesday. Took all of 5 minutes on the phone.

    Call them and don't get off the phone until they schedule an appointment.
     
  8. Sir Guacamolaf

    Sir Guacamolaf The good kind of fat

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    Marsh1n I tried. They guy on the phone wouldn't give me an appointment. I insisted for a good 15 minutes. He kept insisting that I have to wait for a callback. Still waiting by the way. Gonna try tysons early next week.
     
  9. jthompson

    jthompson JThompson

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    I can tell you that my first three years of ownership (2012-2015) Rockville Service Center was outstanding. I only had one issue and that was a bad inflation valve (it was new, BTW!) was installed when they mounted new tires for me. I brought it back next day (without appointment) and they replaced the defective valve for me. My experience the last year with Tesla Tysons has been the same as Rockville great service and great people.
     
    • Like x 1
  10. vdiv

    vdiv Chief Grump

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    The people are great, the service... well... If the issue is safety or major function related they will resolve it promptly. If it is an annoyance we're SOL. Brake squeal or headliner rattle?! Pffft!
     
  11. EVTECH

    EVTECH Member

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    Any luck? PM me if you are somehow still waiting. :-(
     
  12. Max*

    Max* Banned

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    I haven't been in to Tysons for probably a year (things have been going great, lol). But in the first few months I brought the car in more times than I'd like to admit, and I never had a problem at Tysons. I would just call/email directly to one of two people working there (I can give you their emails if you want, not sure if they're still there, as I haven't taken my car in for a while), and they'd setup an appointment via email quickly (well the setup was quick, the appointment was usually weeks away).

    So overall two thumbs up for Tysons.
     
  13. scaesare

    scaesare Well-Known Member

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    I haven't had need to visit Rockville for service in some time, but over my 3.5+ years of ownership I've probably been there 6-8 times, and they had always been excellent.

    Sorry to hear about your recent experience.
     
  14. Sir Guacamolaf

    Sir Guacamolaf The good kind of fat

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    Update: I got tired of RSC - which never really called me back to schedule an appt. I requested to be connected to Tysons, and they gave me an appt 2 weeks out. Not terrible, though I wish the waits weren't this long for basic fixes. Well whatever, can't have everything. Lets hope RSC gets it's act under control.
     
    • Like x 2
  15. Max*

    Max* Banned

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    I wanted to add, I just confirmed the two email addresses I have are valid.

    How do I know? Because I just @#$% jinxed myself.

    Drivers side door handle no longer works. I have to pry it open with a credit card every time I need to get into the car. Trying to setup my appointment at Tysons now... sigh.
     
  16. Murph85

    Murph85 Member

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    I am in the same boat hear, I got my Model S in Feb 2014 and they have opened up early just to accommodate giving us a loaner car before my wife went to work. I have only seen top notch service from them. I have been in for a rockchip, squeaky brakes, annual maintenance/battery shield upgrade, tpms alert, accessory battery and 2 drive units and everything has been great.
     
  17. Max*

    Max* Banned

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    I guess drivers door handle not working takes priority over what you had :p


    My appointment is less then 2 weeks away at Tysons. I'm impressed, I've never had an appointment this quick (also had 2 other minor annoyances on my list, but I wasn't going to schedule an appointment just for them)
     
  18. kavyboy

    kavyboy Member

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    Could you try putting something like a shoe lace through when it's open and tying the ends together? Then you'd have something to easily grab and pull, though it would look pretty low-rent.
     
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  19. CatB

    CatB Member

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    I'm pretty sure it's dependent on having parts on hand, and probably the right skillsets available too... Sir G - hope your visit goes well (in 1.something weeks)
     
  20. Skipdd

    Skipdd Member

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    I called RSC for an appt to have my 36k service done, and am happy to report that they called me back twice trying to reach me to confirm a date. I asked for a Friday with a loaner, so it took a few weeks but I have a date. They acknowledged they've been stretched with the opening of Owings Mills. They sent four of their techs there and are now backfilling those positions.
     

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