Hi everyone - new owner here (picked up my Model S LR+ on September) and have encountered an interesting problem.
On Wed (11/25/20) I downloaded 2020.44.15 using my phone hotspot while driving to work. When I arrived, I parked and began the install. After some time of watching the app indicate the installation progress, it seemed to freeze at 60%. I waited about three hours of it sitting at 60% before going down to my parking space. The door handles "presented", but all screens were blank and did not respond to a touch. I called the service number and got to the "software" option. The nice tech agreed it seemed strange and suggested a "thumb wheel" re-boot. I tried that - no change.
I called back again and another tech said that they would try resetting the car from the "mothership" and to try the "re-boot" again; yet again to no avail. I called the techs again who indicated that they would "escalate" the problem. At this point I noticed that the app was no longer "refreshing" (as if the car was no longer communicative). I went back to the car and noticed that the door handles would no longer "present" - it did not seem to recognize my fob. Interestingly, the rear hatch would manually open.
I went back to my office and called again - it was suggested that I needed a "tow" to the nearest service center. However, since it was getting late on the Wed before Thanksgiving I opted to wait (one of the techs had earlier indicated that the car MIGHT decide on its own to come alive). Fast forward to yesterday (11/27/20). I spoke with Austen in "roadside" about options for getting the car fixed (note: he was very nice, courteous, and reassuring). He arranged for a flatbed to pick up the car to take it to the closest service center (Charlotte - about 150 miles away).
They took my car away last night. The generally worrisome thing about all this is that since Wed afternoon my car has been going through a slow-motion downward spiraling system shutdown...
Questions for you all:
1) has anyone experienced this before (an update apparently killing your Model S)?
2) estimate of down-time (best-case; worst-case)?
3) best way to approach getting a "loaner" (as mentioned I am 150 miles from the closest Tesla store)?
4) I assume that since Tesla had to pick up the car, they will figure out a way to get it back to me?
On Wed (11/25/20) I downloaded 2020.44.15 using my phone hotspot while driving to work. When I arrived, I parked and began the install. After some time of watching the app indicate the installation progress, it seemed to freeze at 60%. I waited about three hours of it sitting at 60% before going down to my parking space. The door handles "presented", but all screens were blank and did not respond to a touch. I called the service number and got to the "software" option. The nice tech agreed it seemed strange and suggested a "thumb wheel" re-boot. I tried that - no change.
I called back again and another tech said that they would try resetting the car from the "mothership" and to try the "re-boot" again; yet again to no avail. I called the techs again who indicated that they would "escalate" the problem. At this point I noticed that the app was no longer "refreshing" (as if the car was no longer communicative). I went back to the car and noticed that the door handles would no longer "present" - it did not seem to recognize my fob. Interestingly, the rear hatch would manually open.
I went back to my office and called again - it was suggested that I needed a "tow" to the nearest service center. However, since it was getting late on the Wed before Thanksgiving I opted to wait (one of the techs had earlier indicated that the car MIGHT decide on its own to come alive). Fast forward to yesterday (11/27/20). I spoke with Austen in "roadside" about options for getting the car fixed (note: he was very nice, courteous, and reassuring). He arranged for a flatbed to pick up the car to take it to the closest service center (Charlotte - about 150 miles away).
They took my car away last night. The generally worrisome thing about all this is that since Wed afternoon my car has been going through a slow-motion downward spiraling system shutdown...
Questions for you all:
1) has anyone experienced this before (an update apparently killing your Model S)?
2) estimate of down-time (best-case; worst-case)?
3) best way to approach getting a "loaner" (as mentioned I am 150 miles from the closest Tesla store)?
4) I assume that since Tesla had to pick up the car, they will figure out a way to get it back to me?
