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Rockville Service Center - What's Going On?

Discussion in 'Mid-Atlantic' started by johnyoung1234, May 18, 2019.

  1. johnyoung1234

    johnyoung1234 Member

    Joined:
    Jul 5, 2013
    Messages:
    40
    Location:
    Silver Spring, MD
    Does anyone have any idea what is going on at the Rockville Service Center? Pardon the pun but they seem to be on 'autopilot' with no oversight or manager present.

    I just had to bring in my 2013 Model S to have the sunroof replaced due to the glass cracking. The replacement took about a week since (apparently) Tesla doesn't make the original sized sunroof anymore. When I first got it back, I noticed that it was missing the windscreen. The Tesla service coordinator said "it's probably not needed with this new sunroof" which I knew was complete BS. When I drove the car away there was a horrible amount of wind noise. I turned around and brought it back. They spent another few days intstalling an "applique" or frame to make it water/wind tight which they completely left off the first time.

    There were lots of other issues I wasn't happy with regarding my visit including the attitudes of some of the service personnel and wanted to speak to a service manager. When I asked the service person if I could speak to the manager she argued with me for about 10 minutes stating over and over again "Why?" and "What good will it do to talk to them?". Finally she said, "I'll pass on the message but he might be too busy to talk to you". I'm thinking there is no service manager there overseeing things. I checked LinkedIn and it looks like someone was either just fired and or hired there.

    I sent a request through Tesla chat to have someone contact me and have heard nothing.

    Does anyone have any insight on what's going on there and/or who to connect with? There is a sea change of people there from years ago and the quality of customer interaction and service has gone downhill dramatically.
     
    • Informative x 2
  2. DeepBlueDC

    DeepBlueDC Member

    Joined:
    Apr 11, 2019
    Messages:
    18
    Location:
    Washington, DC
    My last service was about a month ago and it went smoothly. I'd recommend asking for Maria or Jose - in my experience, both have always been helpful in getting issues resolved quickly.
     
    • Like x 1

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