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Service Center Email - Is it a Thing?

Discussion in 'Model S' started by dknisely, Mar 18, 2017.

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  1. dknisely

    dknisely Member

    Joined:
    Dec 4, 2016
    Messages:
    152
    Location:
    Seattle, WA
    I hear a lot of people talk about emailing their SC and getting great response. I have emailed the Seattle (SODO) SC about four times, and have never received a prompt response. The best that I've gotten is a reply (after a couple of weeks!) that clearly indicates they didn't read my email suggesting that I call for an appointment. This has been very disappointing. They also don't have a website to arrange an appointment for service, which I find to be incredible.

    Is this an exception, or are they just living in the stone ages of rotary telephones here?
     
  2. jimmyz80

    jimmyz80 Member

    Joined:
    Dec 26, 2014
    Messages:
    346
    Location:
    Apex, NC
    The service center here in Raleigh, NC has always been very responsive to me by email. It's always been through direct email with one of the employees on their individual email though, not through a mailing list or generic address for the location.
     
    • Like x 1
  3. mblakele

    mblakele radial cross member

    Joined:
    Mar 7, 2016
    Messages:
    546
    Location:
    SF Bay Area
    Or possibly they're younger and don't like to use email?

    You'd think it's up to the service center to adapt to customer communication preferences, but that hasn't been my experience. At Burlingame when I go in for service they'll ask me if I'd prefer a call or a text for vehicle status. I'll say "text", they'll write that down.... and then they'll call me. They reply to emails, but I also get replies suggesting a service appointment instead of answering my question. It's their hammer, and everything looks like a nail.


    I'll just leave this here....

    [​IMG]
     
    • Like x 2
    • Funny x 1
  4. dknisely

    dknisely Member

    Joined:
    Dec 4, 2016
    Messages:
    152
    Location:
    Seattle, WA
    I personally will do anything to avoid a phone call (and, especially, VOICE MAIL!). Seems like those are all the Seattle SC knows how to use. This really surprises me for a company like Tesla.
     
    • Like x 1
  5. jimmyz80

    jimmyz80 Member

    Joined:
    Dec 26, 2014
    Messages:
    346
    Location:
    Apex, NC
    And in a techie area like Seattle no less... I stopped in the Tesla showroom there during my new-hire training at Amazon, and they seemed like a good bunch. Hooked me up with some Tesla keychains for being a Roadster owner, lol. Looks like the SC is a bit south from there?
     
  6. Gwgan

    Gwgan Almost a wagon

    Joined:
    Aug 11, 2013
    Messages:
    1,542
    Location:
    Maine
    My “local” service centers (Boston area) and I are in frequent email contact and the one time there was a delayed response it was due to illness and even then the respondent caught up with email from home.
     
  7. dhrivnak

    dhrivnak Active Member

    Joined:
    Jan 8, 2011
    Messages:
    2,502
    Location:
    NE Tennessee
    My service center in Charlette goes a great job of responding to emails. My only issue is they are 200 miles distant. And yet they are my closest option.
     

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