Tesla owner since Jan 2013 - now with a 2017 S and 2018 X.
In the early days (2013-2014), when there were few Tesla vehicles on the road, we were frequently stopped at restaurants, stores, even while stopped at intersections - with questions about Tesla and our ownership experience. Now with so many Tesla vehicles on the road, it's rare someone asks us about Tesla.
In the 6 years we've been owners, we've seen Tesla service and support change over time. Overall we've had our vehicles in for service far less than any ICE we've owned - and the service experience has been better than service at ICE dealerships.
When Tesla has gone through growing pain, the time between request and the service appointment tends to get longer, until Tesla has increased their bandwidth to handle more customers.
Tesla's not following the same playbook as the ICE manufacturers and dealers - pushing for different ways to deliver support and service, increasing automation, and increasing the number of vehicles being supported per Tesla staff member. The ability to do most of the service with mobile service vans could be a game changer - replacing the traditional service appointment with service where and when is convenient for the owner. They're shifting to use app/online interfaces for as much as possible, which are much more resource efficient than phone support.
Especially with the number of customers and vehicles is supporting now, it shouldn't be surprising that some areas and owners will experience issues - though based on our experience over the last 6 years, once Tesla has fully deployed their new support & service models, we expect this situation will improve considerably.
And, at least for us, we haven't experienced any issues with servicing our S or X this year...
We'll continue to encourage ICE owners to consider purchasing a Tesla...
amazing!
for me, my car is 5.5 years old, so things are going on it one by one....
when i book an appointment through the app, its usually 3 weeks away.
by the time appointment comes up, another problem with car has happened.
right now I'm dealing with battery pack swap, drive unit, both display screens have bubbles, and one of the door handles they replaced still squeaks and rattles.
i keep running back and forth to the SC, while they take care of one item at a time.
today will be my 5th visit in 10 days to SC.
2 of the return trips for 4 hours round trip!
bringing back the loaner they issued to me yesterday, so I can pick up my car, and then go back again in 1-3 weeks to have hopefully the rest of items fixed
loads of miscommunication and blatant lies from the two SC's i have to go between because mine is a new small market SC.
Big SC is telling me they will only do the battery pack swap and not the other issues because my SC has parts and can do the remaining items.
My SC tells me the bigger SC had all the parts and should have done the entire job.
My SC tells me they are not even equipped to replace drive unit, so if their drive unit equipment doesn't arrive soon my car would actually have to to back to the bigger SC for that repair!
There is nobody in charge to speak with.
I was apparently dealing with the service manager at the bigger SC last week.
Explained the runaround I get every time i try to have csr serviced.
Yesterday I was informed that manager is no longer with the company, so i essentially wasted my time detailing every issue I encountered
Anyways, I'm all but drained from this experience- I wish I could have had that warm and fuzzy experience most of the people on this forum seem to have!!!
it does sound amazing when it all works as it should