I have been quite understanding and patient with Burlingame Service Center up until my last visit to them a few weeks ago.
I will start with trying to be unbiased and explain the story. my opinion will follow below.
After having my coolant heat exchanger replaced, when i got in the car, i noticed the silver ring on my drive stalk was cracked in half and dangling and a rubber garment was missing under the frunk where they worked on.
I asked them what happened and their answer to me is that the car came like that. they were also quite aggressive with their wording saying things to me like "every time you bring in your car, something always goes wrong. this doesn't happen to anyone else".
here is a list of service history I have with the service center. This is for 2 Model S's in the past 3 years.
P85:
1. Steering wheel was replaced under warranty due to abnormal wear, the replaced steering wheel was not put on straight by the tech (you had to point the wheel at 2o clock to drive straight, revisit was required to resolve)
2. Passenger mirror motor stopped working, wrong part was put in and mirror didn’t work at all, correct part needed to be ordered and had to come back again.
3. Drive unit making weird sounds, drive unit was replaced. Upon getting the car back, the car no longer drives straight. Revisit required to perform alignment (why wasn’t this already done in the first place if you’re going to drop the rear subframe of the car?)
4. Panoroof motor stopped working and was replaced without issues
5. Car throwing errors while supercharging, charge port replaced without issue
6. TPMS sensor system giving faults, replaced without issue
P85D:
1. Driver rear passenger door auto presenting handle was getting stuck, needed to be re-greased, upon getting the car back, you no longer can open the door from the inside. Revisit required.
2. Scroll wheel button stopped working, upon getting the car back, the back of steering wheel trim was smashed into place/deformed (why are techs forcing parts into place if they do not fit? They could not get it back to looking normal so they had to replace the whole steering wheel, and upon getting the car back a second time, the horn no longer worked. Another revisit was required.
3. Rear spoiler replaced due to fading, new spoiler put on lopsided. associate manager at the time even brought out the templates that the techs are supposed to use to put on the spoiler so that it goes on straight to confirm and it was confirmed lopsided as the template did not even fit in place. the tech did not use the template to put on the spoiler. revisit required. current new spoiler they gave me has defects in the resin where it is peeling off exposing bare carbon fiber and they agreed to order me a new one.
4. Internet cutting in and out, modem was replaced, car returned with damage dash panel trim and a very bad rattle. I was told if tech used too much force, the trim gets damaged during removal. This issue still isn’t resolved and it has been about 2 years now. I keep getting told that we are still “waiting” for the part to arrive.
5. Leather panel on Driver Front B pillar and Passenger Rear C pillar leather was lifting and they agreed to replace it under warranty, both new parts they replaced it with came damaged. also upon replacement, the part has been revised with a new look so they agreed to replace the other two as well to match.
I email them every few months to get an update on the parts, i am told, "parts didnt pass QC", "parts hasnt arrived yet", "still waiting for parts". it has been 2 years now and we are still waiting for parts
After exchanging emails with the Service Manager at this location due to most recent visit, he is now saying no further actions will be taken to replace or repair the items I have listed above with no explanation.
here is my voice on the situation:
after waiting 2 years, now they tell me they will not honor repairs/replacement of parts that were obviously damaged by their techs. is this some kind of joke?
Seeing there isn't even a bit of improvement for the care of the cars they work on after 3 years is just pretty sad. This is ridiculous that i cannot bring my car into a service center and expect them to return my car back in the same condition. do i really have to take photos of every square inch of the car at drop off as proof? i find this to be really unacceptable. We work hard to own and maintain our personal cars and they dont uphold any standards on how their employees should treat our cars when its in their possession.
on top of that, it is like rolling a dice to see if my car will come back with the problem resolved/any new issues/any new damage caused while trying to fix the original problem
Am i really at a wrong here to expect a certain level of standard and professional customer service?
I'd like to warn everyone to stay away if you care about your car and looking for advice/opinion.
If anyone has connections or contact with corporate, please reach out, i greatly appreciate it. thank you
I will start with trying to be unbiased and explain the story. my opinion will follow below.
After having my coolant heat exchanger replaced, when i got in the car, i noticed the silver ring on my drive stalk was cracked in half and dangling and a rubber garment was missing under the frunk where they worked on.
I asked them what happened and their answer to me is that the car came like that. they were also quite aggressive with their wording saying things to me like "every time you bring in your car, something always goes wrong. this doesn't happen to anyone else".
here is a list of service history I have with the service center. This is for 2 Model S's in the past 3 years.
P85:
1. Steering wheel was replaced under warranty due to abnormal wear, the replaced steering wheel was not put on straight by the tech (you had to point the wheel at 2o clock to drive straight, revisit was required to resolve)
2. Passenger mirror motor stopped working, wrong part was put in and mirror didn’t work at all, correct part needed to be ordered and had to come back again.
3. Drive unit making weird sounds, drive unit was replaced. Upon getting the car back, the car no longer drives straight. Revisit required to perform alignment (why wasn’t this already done in the first place if you’re going to drop the rear subframe of the car?)
4. Panoroof motor stopped working and was replaced without issues
5. Car throwing errors while supercharging, charge port replaced without issue
6. TPMS sensor system giving faults, replaced without issue
P85D:
1. Driver rear passenger door auto presenting handle was getting stuck, needed to be re-greased, upon getting the car back, you no longer can open the door from the inside. Revisit required.
2. Scroll wheel button stopped working, upon getting the car back, the back of steering wheel trim was smashed into place/deformed (why are techs forcing parts into place if they do not fit? They could not get it back to looking normal so they had to replace the whole steering wheel, and upon getting the car back a second time, the horn no longer worked. Another revisit was required.
3. Rear spoiler replaced due to fading, new spoiler put on lopsided. associate manager at the time even brought out the templates that the techs are supposed to use to put on the spoiler so that it goes on straight to confirm and it was confirmed lopsided as the template did not even fit in place. the tech did not use the template to put on the spoiler. revisit required. current new spoiler they gave me has defects in the resin where it is peeling off exposing bare carbon fiber and they agreed to order me a new one.
4. Internet cutting in and out, modem was replaced, car returned with damage dash panel trim and a very bad rattle. I was told if tech used too much force, the trim gets damaged during removal. This issue still isn’t resolved and it has been about 2 years now. I keep getting told that we are still “waiting” for the part to arrive.
5. Leather panel on Driver Front B pillar and Passenger Rear C pillar leather was lifting and they agreed to replace it under warranty, both new parts they replaced it with came damaged. also upon replacement, the part has been revised with a new look so they agreed to replace the other two as well to match.
I email them every few months to get an update on the parts, i am told, "parts didnt pass QC", "parts hasnt arrived yet", "still waiting for parts". it has been 2 years now and we are still waiting for parts
After exchanging emails with the Service Manager at this location due to most recent visit, he is now saying no further actions will be taken to replace or repair the items I have listed above with no explanation.
here is my voice on the situation:
after waiting 2 years, now they tell me they will not honor repairs/replacement of parts that were obviously damaged by their techs. is this some kind of joke?
Seeing there isn't even a bit of improvement for the care of the cars they work on after 3 years is just pretty sad. This is ridiculous that i cannot bring my car into a service center and expect them to return my car back in the same condition. do i really have to take photos of every square inch of the car at drop off as proof? i find this to be really unacceptable. We work hard to own and maintain our personal cars and they dont uphold any standards on how their employees should treat our cars when its in their possession.
on top of that, it is like rolling a dice to see if my car will come back with the problem resolved/any new issues/any new damage caused while trying to fix the original problem
Am i really at a wrong here to expect a certain level of standard and professional customer service?
I'd like to warn everyone to stay away if you care about your car and looking for advice/opinion.
If anyone has connections or contact with corporate, please reach out, i greatly appreciate it. thank you
