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SoCal Service Experience: A Reminder of Why We’re a Tesla Family!

Discussion in 'Model S' started by ForeverFree, Dec 5, 2017.

  1. ForeverFree

    ForeverFree Supporting Member

    Jul 9, 2015
    Sherman Oaks, CA
    Over the two and a half years and 36,000 miles that I’ve enjoyed my S85D, I’ve had virtually no problems. Even so, there have been annual inspections, minor recall notices, LTE and dual charger installations, etc. In all cases, Van Nuys SC has been heroic. Cars picked up, loaners left, etc. A+.

    However, like many here, I’ve wondered about the service/support road map as the Model 3 tsunami looms. And, as a member of that wave (my wife is in the first delivery batch), I’ve wondered whether the M3 service experience would match that which we’ve gotten used to with MS, at least here in the LA area.

    Circumstances have provided an answer. And, it’s looking good. Last night, my driver’s door handle failed. Roadside Assistance required a little gentle persuasion — no, their first offer of an appointment two days later did not sit well with an owner who had to swim through from the passenger side to open his door. However, they got me a next-morning appointment with VN SC, which was then closed.

    In the morning, when I explained that work would make it difficult to stop by, Elizabeth and Sarah from Van Nuys set about arranging a ranger visit. When they couldn’t find anyone with free slots on the Van Nuys team, they contacted a technician from Burbank. And, when he saw that his slate was also full, he agreed to add me in at the end of his day. All of this communicated promptly and enthusiastically to me via voicemail and text.

    I was not given the two, three, or four-hour slot so common with cable, satellite, and delivery companies. Instead, I was quoted 4:30 - 5:00. At 4:32, a tidy Tesla van pulled up, and Sarmen piled out. Somewhat to my surprise, the repair required extensive disassembly of the entire door. Yet, Tesla is set up to handle this on-site.

    When I talked to Sarmen about this, he said that it was part of a clear mobile-focused strategy, developed in recognition of the impossibility of scaling Service Center size and density fast enough to handle the M3 onslaught. And, when I mentioned the Model 3, he told me about the two weeks he’d spent up in immersive training up at the factory, including QC and final correction work. The final confidence-builder, of course, was that Sarmen had his own M3 reservation (held awaiting AWD availability for local/Mammoth snow trips).

    Within an hour, this extensive repair was completed successfully, professionally and with amiable good cheer. What a contrast with my wife’s recent Honda experience. When her 12V battery died under warranty — apparently a surprisingly regular occurrence — she called Honda Roadside Assistance. Help arrived in timely fashion ... but in shockingly scraggly fashion. Not a Honda or dealership employee. Not a tow/garage person and vehicle. But, rather some random independent guy, kind of like an Uber but without the tidy driver, tidy car part. A somewhat scary guy in a beater vehicle. Didn’t know much about cars or batteries but did have a small mobile jumper battery in tow. Pleasant enough, I suppose, but clueless. Not completely thrilled to have him know the way to our home.

    So, over-and-above response from highly-trained, highly-professional folks, with astonishing on-site repair capabilities ... apparently soon to be housed in customized Teslas ... all at no cost and with a big smile. Now, that’s something to treasure!

    That’s why we love our 85D. That’s why we’re considering moving to a 100D. And, that’s why we’re thrilled with our impending Model 3 delivery.

    As with Apple, when you pay more with Tesla, you get more. Worth every penny.

    Keep it coming, Tesla !
    • Like x 7
  2. CinRedMan

    CinRedMan Member

    Aug 28, 2017
    Dayton, Ohio
    Thank you for posting your experience. As a recent new member to to the Tesla family, I've been wondering about scale of both service and the SuperCharger network. My recent service experience (suspension problem) from the Columbus, OH center was very good too.

    Likewise, I think you are spot on with the Apple reference. Healthy margins provide capital for both future innovation, but more important, a great customer experience!

    CLLACAB Member

    Dec 11, 2014
    Simi Valley, CA
    I would agree with Van Nuys SC. Had my car there a few times. Always top notch service.
  4. ACA Man

    ACA Man Member

    Jul 19, 2017
    Rancho Cucamonga

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