Service Center Experience

[Alpaca]

There have been lot of threads about poor service center experiences - I just thought I'd post about my EXCELLENT experience.

Made an appointment on-line for rear glass crack and paint defect - in Santa Clara. I could easily find a suitable time only a few days out. I pulled up today 15 mins early - no problem. Shop is very clean, looks well organized and has nice enough lounge (perhaps not quite Lexus nice - but nice enough). Service advisor came out immediately - checked me in - and technician looked at my car within 10 minutes. Everyone was super professional and polite. Fixed paint defect while I waited (and told me if that was not good enough I could go to body shop - but it was fine) - and arranged for mobile glass installer to come out to me to replace the glass. Overall I would say this is better service experience than I have had at almost any other dealer - including Mercedes, BMW, Porsche, Toyota. Lexus was better in some ways perhaps - but not in any way that was highly important to me.

So good job guys in Santa Clara ....

Thx

 

[jcal0820]

I agree completely w the above post, I too was very impressed with my first Tesla service experience. Over the past few weeks, I noticed a slow leak in one of my tires on my Model 3 LR, kept losing around 2 - 3 psi per day.

A couple of days ago on my way home, stopped by the service center in Burbank CA, just by chance, even though it was only 10 min before closing hours. When I pulled in, the attendants were greeted me and offered any help I needed, even though they were about to close. Told them about the slow leak, and service advisor said they would do a full diagnostic w dunk test to identify a leak. And this was with NO appointment, just last minute, literally, walk in. Whole thing took less than an hour, with an advisor checking in w me almost every 10 minutes to keep me posted. Turned out it was a small nail in the tire, and they patched it up. Less than $45. We’ll worth it!

I know from past experience with dealer service centers of almost every other brand, and even private garages, when I showed up around closing time without an appt, I would be told to drop it off and come back in the morning. But this Tesla service center worked on it with no care of what the operating hours were. And it wasn’t like I was the only one there; they were Busy, plenty of other Tesla’s in for service and/or delivery preparation. So, I see varying customer experiences posted regarding Tesla service centers, but from my experience here, I can say without reservation that this was perhaps the best service experience I’ve ever had, bar none (& I’ve owned many brands in the past)!

 

[Darscot]

I think in general most people are happy with minor issues at local service centers. I think it's once you get into more complex issues and trying to escalate a concern that things go down hill quickly. I myself have had very good service locally. Trying to get information on the whole FSD pricing and Early Access Program has been horrible and extremely frustrating. I would rather stab myself with a fork than try and communicate with Tesla.

 

[goldengate]

Great story... I didn't know the service centers handle tire leaks / nails etc?

 

[FatalNecro]

I too had a great experience at the Santa Clara service center. They replaced my rear glass and right rear wheel. First time visiting a service center and I was blown away by the experience. I wish other auto makers learned from these guys. They ran out of loaners so they offered me Lyft credits for the entire weekend and even arranged for me to be picked up on Monday morning to get my car when completed. Overall it was an excellent experience. The only thng they couldn't take care of on site was that I had a paint defect under the clear coat and their on-site paint specialist referred me to a body shop.

 

[BeBonan35]

Jordi

J
Thanks for chatting with us. Ask me anything.
Tesla.com/teslaaccount. Is there anything else I can assist you with today?

Jordi

9:46 AM

• Sorry already tried that. Need customer support.
  
  9:47 AM

• J
  We don't deal with due bills here, the service center is the only one who can help you with this, all I can do is schedule an appointment if you are having trouble scheduling one. Is there anything else I can assist you with today?
  
  Jordi
  
  9:48 AM

• Can your transfer me to customer service?
  
  9:49 AM

• J
  No, I cannot, I'm in customer service, if you would like to call, this is the number 877-798-3752 options 2/2. Thank you for your time today. Please reach out if there is anything else we can help you with. Have a great day. Goodbye.
  
  Jordi
  
  9:54 AM

• You cant get through that number

• Just a loop back to web page
  
  9:55 AM

• The only other option is to schedule an appointment.
  
  9:57 AM

• J
  I'm going to go ahead and end our conversation, but please feel free to reach out if you have any other questions. Have a great day!
  
  Jordi
  
  9:57 AM

 

[jcal0820]

Great story... I didn't know the service centers handle tire leaks / nails etc?

I didn't think so either, esp since these things aren't warranty covered. So I was hesitant to even stop by just because of all the rumors I heard about Tesla service centers being overwhelmed. What a pleasant surprise!

 

[ngogas]

My sc in slc is great.

 

[woodisgood]

Great to know - will consider the SC SC in the future. I figured South Bay SCs would be heavily impacted and best be avoided, but perhaps not!