Schedule Service function blocked on app

[Steve Kempf]

This may take a bit to explain. My new Model X was delivered on 12/5/19. The next day when I looked at the Tesla App I discovered that if I tap the "Schedule Service" link, there was what I'll call a "phantom" appointment (that I did not make) for service on 12/4/19??? Unfortunately, there is no way to cancel that appointment and apparently I can't schedule another appointment until the phantom appointment is ether closed out or canceled.

The first image I've attached to this thread shows what I see if I tap the "Schedule Service" link. The second image shows what I see if I tap the "Modify or Cancel" button.

Since making this discovery I have tried a number of approaches to get the problem fixed.

1. I’ve searched the forums to see if anyone else had had this problem and then fixed it, but found nothing similar.

2. I contacted the Sales rep I worked with at the Lennox Mall Tesla Store. He said he would contact the Decatur Service Center and take care of the problem, but apparently was unable to do so.

3. I contacted the Decatur Service Center. They could not find a record of the phantom appointment and were unable to delete it.

4. On 12/13/2019 I contacted a Tesla Support Specialist using Tesla Support chat. He said he would contact the Decatur Service Center and that it would be fixed by the next day.

None of these approaches has succeeded in fixing the problem and I'm really at a loss as to what to do. Any suggestions are welcome.

 

[mswlogo]

See if you can clear it out on the web site. Maybe there are more options there.

 

[Need]

See if you can clear it out on the web site. Maybe there are more options there.

You could still see service schedule on the website? I lost that function a while ago on both our MX and M3. I can't see or schedule services on the website anymore.

 

[mswlogo]

You could still see service schedule on the website? I lost that function a while ago on both our MX and M3. I can't see or schedule services on the website anymore.

Sorry, you may be right. I swear when I had a scheduled appt active I saw it a few weeks ago and was surprised to see it, but there is no sign of making a service appt now. It won’t hurt to check but it sounds like your right.

 

[Steve Kempf]

Yes, I tried to find a place on the web site where I could see the appointments and also where I could set-up service, but I couldn't find any link for it. What does one do if they don't have the service app handy or, as is my case, if the app won't work for scheduling service???

 

[Steve Kempf]

Just a follow up. The problem is finally solved, but I'm not sure if it was the support chat or the second time I contacted a person at the Tesla Store. Whatever, at least I can now set-up service if I need it. (-;{

The good news is the problem can be fixed if your persistent and don't get overly upset with the Tesla personnel.

 

[redox]

Just a follow up. The problem is finally solved, but I'm not sure if it was the support chat or the second time I contacted a person at the Tesla Store. Whatever, at least I can now set-up service if I need it. (-;{

The good news is the problem can be fixed if your persistent and don't get overly upset with the Tesla personnel.

I'm having the exact same problem.
An appointment that I had in the past (gone there, service done) is still lingering in my app when I tap "Schedule Service".
That shows the appointment in the past, with a bogus status. It does show a "Modify or Cancel" button, which takes me to another page with appointment details, but no option to cancel (or modify).
So I'm also stuck without the ability to schedule a service appt.

 

[Steve Kempf]

I'm having the exact same problem.
An appointment that I had in the past (gone there, service done) is still lingering in my app when I tap "Schedule Service".
That shows the appointment in the past, with a bogus status. It does show a "Modify or Cancel" button, which takes me to another page with appointment details, but no option to cancel (or modify).
So I'm also stuck without the ability to schedule a service appt.

I'd suggest signing into your Tesla account on the Tesla web site and then contacting support via chat at the following link. You must be signed into your account before you use this link.

Customer and Product Support | Tesla Support

Select the appropriate choices and explain the problem.

Note, they will ask for an explanation when you initially set things up to contact support, but when you get on the line for actual chat with a support specialist, you'll have to explain the problem again. So, copy your initial explanation so you can simply paste it into your chat when you're asked for the info a second time.

 

[redox]

I'd suggest signing into your Tesla account on the Tesla web site and then contacting support via chat at the following link. You must be signed into your account before you use this link.

Customer and Product Support | Tesla Support

Select the appropriate choices and explain the problem.

Note, they will ask for an explanation when you initially set things up to contact support, but when you get on the line for actual chat with a support specialist, you'll have to explain the problem again. So, copy your initial explanation so you can simply paste it into your chat when you're asked for the info a second time.

Thanks for the info, but the page above doesn't give me the option for a Live Chat.
If I click on "Contact Us", I can select the "type of problem" via a popup menu. When I select "Service", it asks me to type a small blurb to describe the problem. When I do and submit the form, it opens us "Knowledge base" articles that it thinks I'm interested in. No option to talk to anyone. Obviously none of the articles solve my problem.

Am I not seeing it or did it go away? I'd swear I've been able to use Live Chat before.

 

[Steve Kempf]

Thanks for the info, but the page above doesn't give me the option for a Live Chat.
If I click on "Contact Us", I can select the "type of problem" via a popup menu. When I select "Service", it asks me to type a small blurb to describe the problem. When I do and submit the form, it opens us "Knowledge base" articles that it thinks I'm interested in. No option to talk to anyone. Obviously none of the articles solve my problem.

Am I not seeing it or did it go away? I'd swear I've been able to use Live Chat before.

You have to be logged into your Tesla account before you

1. click "Contact Us"

2. You then choose the appropriate topics and describe your problem.

3. Click Done

The new page lists 3 possibilities for finding answers; however, at the bottom, it says "Do you need more help?

4. Click "Yes"

This takes you to a page where you fill out your information and start a chat session.

As I said earlier, be sure to copy your problem description since the chat person will ask you what the problem is. You can just paste the description into the chat line at that point.

Hope that helps.

 

[redox]

You have to be logged into your Tesla account before you

1. click "Contact Us"

2. You then choose the appropriate topics and describe your problem.

3. Click Done

The new page lists 3 possibilities for finding answers; however, at the bottom, it says "Do you need more help?

4. Click "Yes"

This takes you to a page where you fill out your information and start a chat session.

As I said earlier, be sure to copy your problem description since the chat person will ask you what the problem is. You can just paste the description into the chat line at that point.

Hope that helps.

Hi Steve,

Thanks for the step-by-step, but the "Do you need more help" button isn't showing for me.

I sent an email to my Service Center with screenshots from my app and asking them to remove the bogus entry. A couple of days later it was done (they didn't close the loop with me though - it would have been great to get a reply to my email, even if it was just "Done").

 

[jaguar36]

Hi Steve,

Thanks for the step-by-step, but the "Do you need more help" button isn't showing for me.

I sent an email to my Service Center with screenshots from my app and asking them to remove the bogus entry. A couple of days later it was done (they didn't close the loop with me though - it would have been great to get a reply to my email, even if it was just "Done").

Same here, the Do you need more help button doesn't show up. It shows up if you select "body shop" issues, but not if you select service center.

How did you email the service center directly?

 

[Steve Kempf]

Hi Steve,

Thanks for the step-by-step, but the "Do you need more help" button isn't showing for me.

I sent an email to my Service Center with screenshots from my app and asking them to remove the bogus entry. A couple of days later it was done (they didn't close the loop with me though - it would have been great to get a reply to my email, even if it was just "Done").

That's strange that you don't get the "Do you need more help" button. I don't know what to say since it shows-up for me. As for closing the loop, I've found that Tesla takes a very minimalist approach to interactions with its customers. Too minimalist in my book.

 

[redox]

How did you email the service center directly?

I had their email address from a recent interaction with the online order team.