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Service center experience: trading my 3 in for a Mercedes

Ccmun

Member
Sep 5, 2019
18
5
Florida
I feel for the OP, but as a previous owner of several Japanese cars, a SAAB, a few BMWs and 2 Benz, I can say all OEM dealers have issues. Some make great cars and have wonderful service centers with wifi, plush sofas and coffee in the waiting areas, loaners etc, but wait until your warranty expires. I paid an average of $5K per year in repairs for a BMW 530i after my warranty expired, until I gave up and got a Honda.

I now have an Austrian motorcycle and paid $350 for a 9K (plus $50 for uber back and forth) service which was basically an oil change and various "checks." Their service center was great. I actually had the pleasure of being fleeced by a live person on the phone. Never again will I take my bike to a dealer unless I have a catastrophic failure. I can tell you I cant wait to trade in for my first electric motorcycle.

I believe we have to keep the pressure on Tesla to do better.

Their business model will evolve, the industry will evolve as more EVs and competition hit the market.
 

Vapormat

Member
Dec 19, 2019
28
24
England
After my recent service center experience in Orlando, I have become convinced that owning a Tesla may become more and more problematic in the future. The car itself is wonderful, but the experience of owning a car and having it serviced is very important, and Tesla is failing miserably. The Orlando center is absolutely overwhelmed, and it shows. Most of the employees don't seem to care much and are trying just to get through the day. Getting the attention of a service person takes anywhere from 20 to 40 minutes. Comparing my Tesla experience to my previous BMW and Mercedes ownership:
  • BMW: I have a problem. I pick up the phone. Brent, my service guy answers on the second ring and asks about my family. A guy drives a loaner over and takes my car.
  • Tesla: Can't call, even to ask a simple question. All service needs to be scheduled through the app. Service calls are usually at least a week out, sometimes two or three.
  • BMW: Brent calls and says they have to order a part. It will arrive overnight and be installed the next day.
  • Tesla: No calls. Service adviser texts that he needs to order a part. When will it arrive? No idea. I'm going on vacation for a week. Service adviser says no problem, it will definitely be ready by then. I return a week later and text my adviser to see if the car is ready. Nope. I live 90 minutes away. Is there anybody who can deliver the car when fixed? No, we're far too busy for that.
  • BMW: Fixed car is delivered, washed inside and out.
  • Tesla:
    • I drive 90 minutes, then wait the usual 30 minutes to talk to someone. Car is brought around. It is absolutely filthy. It is covered in leaves, sap, pollen and other tree debris. The debris is in the Frunk and the Trunk, and in the interior. What did they do, work on the car under a tree with every window and door open??
    • I drive home, then as I am washing it, I notice that the front end has extensive scraping damage to the paint, as if another vehicle or something had ground against it.
    • I try to text my service adviser. Case is closed and the text thread won't accept further messages.
    • I look for some phone number, any phone number, to call about this. Nothing on the website.
    • I email and I create a new service request. Four days so far......one return email saying they will forward the message, but otherwise, crickets.
I absolutely love my Model 3. But, I can't drive around dreading if something goes wrong and I have to subject myself and my car to further service. Service after the sale is key to satisfied customers. Traditional car companies get this, especially the ones that are competing at Tesla's price point (BMW, Mercedes, Audi, etc). This is especially true now that it is becoming evident that Tesla's reliability may not be as stellar as hoped (I needed service because my whole drive unit failed after 12,000 miles). Tesla's service center in Orlando is overwhelmed already. Tesla aims to sell 500,000 more vehicles this year! I sense an impending disaster in Tesla's reputation if it doesn't get in front of this ASAP. I have an appointment to look at a Mercedes tomorrow and trade my M3 in. It is with reluctance. I hope that Tesla will grow to become a real car company with real service one day. Today is not that day.


I can feel the hate for a guy who is only posting his experience of a SC. if he feels he would be better off going back to ICE then whats the issue with all the negative comments. Its so easy to slate someone because you never experienced the same. some have had bad experience with ICE dealers as stated. but give this guy a break his experience so far with tesla looks appalling.

Tesla is a new marque in motoring and as such should be pulling out the stops to help its customers from poor build quality, doggey fitting panels, poor paint, leaks, failures of tech, that isn't even finished or ready for use yet RFD. Its parts supplies are slow and keeps customers waiting longer for fixing silly issues. independent 3rd party body shops or repair centers are scorned upon, yet ICE cars you can get fixed with out issue.

Tesla need to up there game if they want customers to part with the $ and buy, poor customer service is not the way to keep tesla customers either, long wait times along with issues that if the cars were checked properly from the factory would relive the SC from production issues. Its not only the model 3 cars suffering. I own 2 tesla cars a model S 4 years old and model 3 is 6 months old. the model S P85D now has charging rate reduced to a max of 80kw if your lucky, software induced by updates took care of that. Regen has also been reduced. basically not the same car I purchased 4 years ago charging at 110kw and full regen, range reduced by lower regen rate. Is it my problem the batterys are not living upto what was expected or promoted by tesla at the time. have I been given a refund for the reduction in range or longer waits at super chargers because of battery protection methods employed by tesla to save me having yet another battery pack. first one failed at 42k the answer is NO tesla do what they want with updates. So what you purchased for your hard earned $ is not what you end up with after a few years.

Now you may ask have I still got my tesla cars, of course I have and I enjoy driving them, the concept is great but tesla as a manufacture of cars has to remember its once dominance of the market with EV cars will only get better with customer satisfaction. Poor build quality and poor service experience will drive customers to a different brand as they become more readily available in the market.

yes they are fantastic when they work and stay working as advertised, But as an ICE driver if BMW or Merc were to update your car over night and you were getting 40MPG and now only get 35MPG would you not be piffed ?

Let the guy go back to ICE if he wants and enjoy your tesla's until you get piffed!
 

Skione65

Active Member
May 5, 2016
1,581
817
Kentucky
I can feel the hate for a guy who is only posting his experience of a SC. if he feels he would be better off going back to ICE then whats the issue with all the negative comments. Its so easy to slate someone because you never experienced the same. some have had bad experience with ICE dealers as stated. but give this guy a break his experience so far with tesla looks appalling.

Tesla is a new marque in motoring and as such should be pulling out the stops to help its customers from poor build quality, doggey fitting panels, poor paint, leaks, failures of tech, that isn't even finished or ready for use yet RFD. Its parts supplies are slow and keeps customers waiting longer for fixing silly issues. independent 3rd party body shops or repair centers are scorned upon, yet ICE cars you can get fixed with out issue.

Tesla need to up there game if they want customers to part with the $ and buy, poor customer service is not the way to keep tesla customers either, long wait times along with issues that if the cars were checked properly from the factory would relive the SC from production issues. Its not only the model 3 cars suffering. I own 2 tesla cars a model S 4 years old and model 3 is 6 months old. the model S P85D now has charging rate reduced to a max of 80kw if your lucky, software induced by updates took care of that. Regen has also been reduced. basically not the same car I purchased 4 years ago charging at 110kw and full regen, range reduced by lower regen rate. Is it my problem the batterys are not living upto what was expected or promoted by tesla at the time. have I been given a refund for the reduction in range or longer waits at super chargers because of battery protection methods employed by tesla to save me having yet another battery pack. first one failed at 42k the answer is NO tesla do what they want with updates. So what you purchased for your hard earned $ is not what you end up with after a few years.

Now you may ask have I still got my tesla cars, of course I have and I enjoy driving them, the concept is great but tesla as a manufacture of cars has to remember its once dominance of the market with EV cars will only get better with customer satisfaction. Poor build quality and poor service experience will drive customers to a different brand as they become more readily available in the market.

yes they are fantastic when they work and stay working as advertised, But as an ICE driver if BMW or Merc were to update your car over night and you were getting 40MPG and now only get 35MPG would you not be piffed ?

Let the guy go back to ICE if he wants and enjoy your tesla's until you get piffed!

What happened to your first battery pack? It just wouldn’t take a charge?

Ski
 

jfinephilly

Banned
Jan 2, 2020
321
205
Philly
Apologies for the hijack, but I’m also in central PA, and the Lancaster service location would be my closest SC.

I’d be curious to hear your experiences at this location so far as the service situation is the only thing giving me second thoughts of switching to Tesla.

Also, if you don’t mind where did you take delivery? I stopped in at the Owings Mills location, but was curious about Devon as well.


The Devon location us treated me well so far.
 

DMLou

Member
Jan 28, 2020
102
37
Massachusetts
22 posts from Texas and either doesn’t know the definition of socialism (police, fire departments, military) or simply tries to use the word rhetorically.

Countries pass laws. Deal with it.
I'd argue you're not even 100% right, though you're closer to the target.

You are completely right that socialism isn't the government passing laws and regulations. Socialism isn't even the government providing services (such as police, fire department, military, like you mentioned). It's the government actually owning significant portions of industries (i.e. the "means of production").

If Tesla was a government-owned corporation and the only car company around (or one of a few that are also government-owned), that would be socialism.
 

ord3r

Member
Jun 27, 2018
240
463
California
I'd argue you're not even 100% right, though you're closer to the target.

You are completely right that socialism isn't the government passing laws and regulations. Socialism isn't even the government providing services (such as police, fire department, military, like you mentioned). It's the government actually owning significant portions of industries (i.e. the "means of production").

If Tesla was a government-owned corporation and the only car company around (or one of a few that are also government-owned), that would be socialism.

Actually, socialism is when the government passes laws I disagree with.
 

TSLA Pilot

Active Member
Mar 12, 2013
1,872
3,467
United States
My larger concern is that the OP doesn't seem to give a damn about why Tesla exists in the first place. Perhaps a few links might be of use, or is it worth to sacrifice the planet because he had a poor service experience?

Clues issued:

1. NASA: Climate Change and Global Warming

2. News | Huge Cavity in Antarctic Glacier Signals Rapid Decay

Key point:

About the size of Florida, Thwaites Glacier is currently responsible for approximately 4 percent of global sea level rise. It holds enough ice to raise the world ocean a little over 2 feet (65 centimeters) and backstops neighboring glaciers that would raise sea levels an additional 8 feet (2.4 meters) if all the ice were lost.

In the interim, after owning a full eight Model S's, we too concur with the OP's general theme here: Tesla "Service" has become a major point of frustration and appears to only be getting worse. Elon's dream of "contactless" service is a nightmare when the app is buggy (and even friggin' inop on occasion!), and/or you have ANYTHING that doesn't fit into their specific "squares." Crazy stupid, but what Elon wants, Elon gets . . . .

Sigh.
 

CaptMhack

Member
Mar 4, 2020
37
29
Tampa
After my recent service center experience in Orlando, I have become convinced that owning a Tesla may become more and more problematic in the future. The car itself is wonderful, but the experience of owning a car and having it serviced is very important, and Tesla is failing miserably. The Orlando center is absolutely overwhelmed, and it shows. Most of the employees don't seem to care much and are trying just to get through the day. Getting the attention of a service person takes anywhere from 20 to 40 minutes. Comparing my Tesla experience to my previous BMW and Mercedes ownership:
  • BMW: I have a problem. I pick up the phone. Brent, my service guy answers on the second ring and asks about my family. A guy drives a loaner over and takes my car.
  • Tesla: Can't call, even to ask a simple question. All service needs to be scheduled through the app. Service calls are usually at least a week out, sometimes two or three.
  • BMW: Brent calls and says they have to order a part. It will arrive overnight and be installed the next day.
  • Tesla: No calls. Service adviser texts that he needs to order a part. When will it arrive? No idea. I'm going on vacation for a week. Service adviser says no problem, it will definitely be ready by then. I return a week later and text my adviser to see if the car is ready. Nope. I live 90 minutes away. Is there anybody who can deliver the car when fixed? No, we're far too busy for that.
  • BMW: Fixed car is delivered, washed inside and out.
  • Tesla:
    • I drive 90 minutes, then wait the usual 30 minutes to talk to someone. Car is brought around. It is absolutely filthy. It is covered in leaves, sap, pollen and other tree debris. The debris is in the Frunk and the Trunk, and in the interior. What did they do, work on the car under a tree with every window and door open??
    • I drive home, then as I am washing it, I notice that the front end has extensive scraping damage to the paint, as if another vehicle or something had ground against it.
    • I try to text my service adviser. Case is closed and the text thread won't accept further messages.
    • I look for some phone number, any phone number, to call about this. Nothing on the website.
    • I email and I create a new service request. Four days so far......one return email saying they will forward the message, but otherwise, crickets.
I absolutely love my Model 3. But, I can't drive around dreading if something goes wrong and I have to subject myself and my car to further service. Service after the sale is key to satisfied customers. Traditional car companies get this, especially the ones that are competing at Tesla's price point (BMW, Mercedes, Audi, etc). This is especially true now that it is becoming evident that Tesla's reliability may not be as stellar as hoped (I needed service because my whole drive unit failed after 12,000 miles). Tesla's service center in Orlando is overwhelmed already. Tesla aims to sell 500,000 more vehicles this year! I sense an impending disaster in Tesla's reputation if it doesn't get in front of this ASAP. I have an appointment to look at a Mercedes tomorrow and trade my M3 in. It is with reluctance. I hope that Tesla will grow to become a real car company with real service one day. Today is not that day.

You should definitely contact Tesla management and report this experience to them, up to tweeting at @elonmusk .
Second physically go to your Service center and talk to a Manager.
After talking with Manager ask what is the extension number for service.

My experience was "Delivery" telling me there is no way to talk (call) service directly everything has to be through app.. me walking 50' to service and being told "of course you can call us here is our direct extension"

They do not advertise that extension anywhere.

If you get that service with BMW go with them.

But be warned about Mercedes - they have absolutely horrible service - you know that little app to control your car? They disable the app after about 18 month you buy your car.. you'll get an email saying sorry we do not support your car anymore buy a new one.
Also those "free" washes you get - I had a dash cam rolling and there is a guy with a dirty mop that scrapes the sh&t out of your brand new mercedes before it goes through a cheapo contact washing.. imagine the damage

Also they add $500 additives to your oil changes and when you ask if this is approved by MB they say yes, then you call MB and they say NO, also tell you if any additives were added your brand new Mercedes warranty is canceled.. you ask how is this possible that their dealer did this - MB HQ says dealers are independent and have no relationship with MB HQ
Dealer also confirm we are a separate company and can put anything in your oil..

My point is, Tesla service sucks, but they have 1 guy who cares about it, every other legacy OEM there is only corporate faceless drones.. so think twice before jumping in..

Of course this is IMHO.
 
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CaptMhack

Member
Mar 4, 2020
37
29
Tampa
Did you actually own a BMW or are did you speak to a BMW enthusiast?

Three experiences will dissuade you of the notion that you should ever own one.

1. My clutch blows up at 12,000 miles. “Sir, is this your first stick shift?” No, you damned moron, I’ve driven stick all my life. The last car I owned had a definite problem with the transmission (a Saab 900 and it clicked as you drove it backward) when we bought it at 80,000 miles. We made it through 80,000 more miles even with that problem. I had to escalate it to corporate to get the clutch replaced. It blew again at 42,000 miles and this time no amount of yelling at them covered the huge expense even though it’s clear that the car has an underpowered clutch.

2. We bring my wife’s BMW in for service at the end of its warranty period. While at the service center the warranty expires. The f*ers wash the car but don’t clean out the rain gutters from the sunroof first. At the garage in the service center her radio fails, then Bluetooth. The gutters were clogged and the water went into the lowest point of the trunk. Guess where the $3,000 electronics module was? A gold star if you said the bottom of the trunk. Since this literally happened at the BMW service center due to a known issue they didn’t correct, you’d think they’d take care of it. Nope, luckily insurance covered the $5,000 for the flood damage.

3. I drive into the service center to get the $1,500 adaptive headlight repaired. It has collapsed of its own free will. There is a minor scuff to the bumper. No impact, a scuff because I drive and park in New York City. “They aren’t going to cover the headlight” says the “service advisor,” a bearded little millennial loser. I curse him, yelling in full view of all the customers that “I’ll buy a Tesla next time “and peel out of the garage. Later on, I repainted the bumper and went to another service center and they were too dumb to have noted the first event in their books.

Note to BMW: I carry out my threats.


I am omitting my usual theater of showing up at the service “advisor’s” desk and saying in a very loud voice “HERE ARE THE SCREWS AND BOLTS THAT YOUR MECHANICS LEFT IN MY CAR, MAYBE YOU CAN USE THEM ON SOMEONE ELSE’S CAR.”

And don’t forget, always vote five stars on our survey because if we don’t get five stars, we fail! You need to vote five stars, right there sir.

I have the same history with Mercedes..
 

CaptMhack

Member
Mar 4, 2020
37
29
Tampa
I believe Florida is number 3 in Tesla volume, close to number 2, but the volume is a strain on them. Florida is also an enormous state being over 830 miles from one end to another which puts distance between services and population typically being highest along the coasts.

I visited local Service center and there were literally 3 cars on lifts and half of lifts available.. My service took 12 mins..
But I guess Orlando SC is more congested..
 

sdorn

Director of Awesome
Supporting Member
Oct 9, 2016
1,044
1,057
Georgia
I've been dealing with Tesla for the past 3.5 years. I had a Model S and now a Model 3. I've also owned many other brands including Nissan, Ford, BMW, Infinity, Porsche, Land Rover, Volvo and Toyota. The service experience I got from BMW, Porsche and Land Rover were all way better than the others. Toyota, Ford, Infinity, Nissan and Tesla were all about the same level of service, although Tesla is different from the others in that the service centers at Toyota, Ford, Infinity and Nissan were much nicer (more comfortable seating, TVs, business center, etc.) and better staffed, but Tesla is better about using apps / text messages, etc. to communicate which I like. I also prefer Tesla's roadside assistance service. They had to come and switch a wheel out for me at least three times over the 3 years I had the car.

The other thing I've noticed is that Tesla's service centers (at least the ones in the Atlanta area), have really deteriorated over the last 3.5 years. I first went into a Tesla location in mid 2016 to test drive a Model S. It was pretty nice with cars on display, examples of materials used in the cars on the walls (so you could get an idea of what you wanted when choosing options), a few Macs set up to explore the Tesla website, a nice seating area with a coffee machine and free bottled water and a TV, etc. That location is now just a service center with two desks for the service advisors and a couch and some chairs. I think they might have coffee, but the rest is all gone. The delivery center is now 30 miles away in a suburb and looks like an old industrial building that was not renovated at all when Tesla moved in. The furniture is extremely spartan and looks like something they found on the side of the road that someone threw out. The people working there seem like they are just going through the motions.

I can honestly say that I chose my second Tesla in spite of their service center experience and not because of it.
 
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Vapormat

Member
Dec 19, 2019
28
24
England
My larger concern is that the OP doesn't seem to give a damn about why Tesla exists in the first place. Perhaps a few links might be of use, or is it worth to sacrifice the planet because he had a poor service experience?

Clues issued:

1. NASA: Climate Change and Global Warming

2. News | Huge Cavity in Antarctic Glacier Signals Rapid Decay

Key point:

About the size of Florida, Thwaites Glacier is currently responsible for approximately 4 percent of global sea level rise. It holds enough ice to raise the world ocean a little over 2 feet (65 centimeters) and backstops neighboring glaciers that would raise sea levels an additional 8 feet (2.4 meters) if all the ice were lost.

In the interim, after owning a full eight Model S's, we too concur with the OP's general theme here: Tesla "Service" has become a major point of frustration and appears to only be getting worse. Elon's dream of "contactless" service is a nightmare when the app is buggy (and even friggin' inop on occasion!), and/or you have ANYTHING that doesn't fit into their specific "squares." Crazy stupid, but what Elon wants, Elon gets . . . .

Sigh.

Although buying a tesla might contribute 0.0000000000000000000000000000000000000000001% towards climate change, there are far greater forces polluting the planet and its eco system, plastics made from oil, massive ships burning tons of fuel per mile. let alone all the radio active waste dumped all over the planet, cattle fart gas even, the list is endless.

Tesla sell these cars on the basis its good for the planet, if they want people to stick with the brand they need to offer a service experience far beyond what ICE manufactures offer, a revolutionary car with revolutionary customer experience. That way word spreads the tesla experience is more than just owning a brand. yes they are amazing cars and are the future, but Tesla need to improve build quality, so that there service centers are not full of factory issues and then they can deal more readily with genuine customer issues or failures of not lets forget expensive cars. to have to wait weeks for parts and service is not good enough.
 

jfinephilly

Banned
Jan 2, 2020
321
205
Philly
I'd argue you're not even 100% right, though you're closer to the target.

You are completely right that socialism isn't the government passing laws and regulations. Socialism isn't even the government providing services (such as police, fire department, military, like you mentioned). It's the government actually owning significant portions of industries (i.e. the "means of production").

If Tesla was a government-owned corporation and the only car company around (or one of a few that are also government-owned), that would be socialism.

Off topic, but that is not correct. Those services mentioned are socialist in nature.
 

DMLou

Member
Jan 28, 2020
102
37
Massachusetts
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Reactions: jfinephilly

DMLou

Member
Jan 28, 2020
102
37
Massachusetts
You do realize that article is satirical, right?

But hey, if you don't like Wikipedia, how about Webster's dictionary:

Definition of socialism
  1. any of various economic and political theories advocating collective or governmental ownership and administration of the means of production and distribution of goods
    1. a system of society or group living in which there is no private property
    2. a system or condition of society in which the means of production are owned and controlled by the state
  2. a stage of society in Marxist theory transitional between capitalism and communism and distinguished by unequal distribution of goods and pay according to work done
Okay, okay, I'll concede that many government programs, especially modern social welfare programs like public education and social security, have been adopted by "light socialists" (for lack of a better term) as a way to round off capitalism's rougher edges without throwing the baby out with the bathwater. However, classical socialism as defined by Marx, was purely about economic control.
 

jfinephilly

Banned
Jan 2, 2020
321
205
Philly
You do realize that article is satirical, right?

But hey, if you don't like Wikipedia, how about Webster's dictionary:

Definition of socialism
  1. any of various economic and political theories advocating collective or governmental ownership and administration of the means of production and distribution of goods
    1. a system of society or group living in which there is no private property
    2. a system or condition of society in which the means of production are owned and controlled by the state
  2. a stage of society in Marxist theory transitional between capitalism and communism and distinguished by unequal distribution of goods and pay according to work done
Okay, okay, I'll concede that many government programs, especially modern social welfare programs like public education and social security, have been adopted by "light socialists" (for lack of a better term) as a way to round off capitalism's rougher edges without throwing the baby out with the bathwater. However, classical socialism as defined by Marx, was purely about economic control.


It is satirical, but not in the way you seem to think.
 

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