The steering wheel upgrade process is a joke and in retrospect I regret not just ordering an aftermarket wheel even as an interim solution. I ordered the wheel the night it became available. As soon as I paid for it, the app prompted me to make an installation appt which I did. The next day the SC sent me a message asking what service was being requested and then within about 24-hours after that unilaterally cancelled the appt saying they did not have the parts. At their recommendation I made a follow-up appointment for almost a month later. Went to that appt and when I went back at the end of the day to pick the car up they tell me the steering wheel didn't get installed because they didn't have the parts. Had the car the whole damn day...They rescheduled the appointment for a few days later and I had them change it to separate SC that gets better reviews. That appt. was subsequently changed to a later date and I requested a mobile tech for the new appt. I'm about 2-months into paying for the wheel at this point. Day before the appt, I get a message in the app that they are moving the appt right another month due to lack of parts. I blast an angry inquiry as to WTF is going on and at that point was told that the new airbag required for the wheel is apparently in short supply and that's the holdup.
None of this is coordinated. I'm coming from Audis where the dealership orders a part and the customer gets e-mails from the time the part is ordered until it shows up at the local Audi dealer, at which point a Service Advisor reaches out to schedule the appointment to have it installed or picked up. As frustrating as Audi ownership can be, it absolutely blows away Tesla's customer service, on a car that theoretically doesn't require that much maintenance, which you would think would allow them to focus more on doing sh*t right and communicating better with customers. I'm 5k miles into my ownership of this car and still trying to wrap my head around the treatment of customers who dropped (at least in my case) over $100k on a car. You used to get a certain level of treatment and quality at that price point.