I’m in Orange County and have seen the service appointment times spiral out of control the last six months — they seem to get progressively worse as more and more Model 3’s hit the road.
I’ve got a P85D, an M3, and had one of the first MS vins in the early days. I am the the biggest Tesla fan, but the issues around service have me telling friends to hold on buying.
My P85D had a passenger handle go dead last Sunday. The first issue in three years on this vehicle. I called service on Monday and the first appointment they had WAS TWO WEEKS OUT. They recommended using mobile service and said a mobile service tech would call in 24-48 hours. On Wednesday I tried calling service three times but kept waiting 10+ min on hold and had to hang up. I finally reached a human on Wednesday evening. He explained to me in a very condescending voice that a callback in 24-48 hours meant 24-48 BUSINESS HOURS — as in 3-6 business days. I was floored. Who uses “24-48 hours” when they really mean 3-6 days. He assured me someone would call on Thursday.
Now it is late Thursday and still no callback. So, I called the Costa Mesa service center direct through a back channel number. Explained the situation. The customer rep was very friendly, but again, just took my information and said she would try and get me an appointment.
In the meantime, my P85D lease is almost up. I am looking at replacing with a P100D, but not sure what the lead time is. So, I called the Tesla sales line and got directed to the Model S and X sales group, where I was told the expected hold time would be greater than one hour!!!! For Model S sales!
I know there has been a lot of exec turn-over at the top of the service organization (Bousta left in June), but I can’t get my >$100K car serviced.
Unfortunately, our M3 was in for service a lot. More than 4 weeks worth when we first got it. It is now 100% good, but I am concerned that M3 orders are boxing out MS customers. For six months Costa Mesa has been promising better service, more hiring, etc, but the service in OC is getting worse not better. Tesla has no customer segmentation or preferred status, so this is bound to get worse.
Is Costa Mesa an anomaly or are others seeing the same thing?
I’ve got a P85D, an M3, and had one of the first MS vins in the early days. I am the the biggest Tesla fan, but the issues around service have me telling friends to hold on buying.
My P85D had a passenger handle go dead last Sunday. The first issue in three years on this vehicle. I called service on Monday and the first appointment they had WAS TWO WEEKS OUT. They recommended using mobile service and said a mobile service tech would call in 24-48 hours. On Wednesday I tried calling service three times but kept waiting 10+ min on hold and had to hang up. I finally reached a human on Wednesday evening. He explained to me in a very condescending voice that a callback in 24-48 hours meant 24-48 BUSINESS HOURS — as in 3-6 business days. I was floored. Who uses “24-48 hours” when they really mean 3-6 days. He assured me someone would call on Thursday.
Now it is late Thursday and still no callback. So, I called the Costa Mesa service center direct through a back channel number. Explained the situation. The customer rep was very friendly, but again, just took my information and said she would try and get me an appointment.
In the meantime, my P85D lease is almost up. I am looking at replacing with a P100D, but not sure what the lead time is. So, I called the Tesla sales line and got directed to the Model S and X sales group, where I was told the expected hold time would be greater than one hour!!!! For Model S sales!
I know there has been a lot of exec turn-over at the top of the service organization (Bousta left in June), but I can’t get my >$100K car serviced.
Unfortunately, our M3 was in for service a lot. More than 4 weeks worth when we first got it. It is now 100% good, but I am concerned that M3 orders are boxing out MS customers. For six months Costa Mesa has been promising better service, more hiring, etc, but the service in OC is getting worse not better. Tesla has no customer segmentation or preferred status, so this is bound to get worse.
Is Costa Mesa an anomaly or are others seeing the same thing?
