Having my battery capacity not restored to this date, I too received the same letter early last week. And, I also had contacted the settlement law firm a month ago or so and had informed them of my upcapped status (still no response from them to date).
It’s an unsigned letter which comes from a ‘building’ address in California rather than from a person or a department of a company so you can respond if needed. The right process should have been to first inform the service centers in advance with some context on what’s coming, which appears not to be the case, since this is not a typical high degradation case where the customer is told the tests show the battery is “OK”.
My impression was and still is that the letter is among the fallouts of the class action lawsuit and is either another checkmark on Tesla’s to-do list to close the case or a possible settlement law firm heads-up to Tesla .
My last service center visit or any service was over three years ago even though I had contacted Tesla in May of 2019 (you could actually call their support line at that time) right after my car was capped. At that time they ran a few remote tests and told me all is "OK" and it’s normal degradation. The service center experience it’s even worse now as continuously reported by other owners. Nevertheless, I showed up and the whole experience was utterly disappointing. The Tesla letter states “When you bring your vehicle into the Service Center, please present this letter to the Service Manager”. So, I did and here is how it went:
- I asked to speak to the manager.
- The only available front desk rep said “I’m manager”.
- I tried to explain that I need to talk to “the” manager and present him with a letter from Tesla headquarters.
- He insisted that he is “a” manager (or one of the managers, if I heard it correctly) and asked for the letter.
- I have also prepared a single page background info about the case and my car to provide more context in writing.
- Gave him both documents.
- He took a cursory look at both and handed them back to me, visibly uninterested, and asked me to make an appointment via Tesla app for a battery test to see if the battery is “OK”. (One would wonder why I had to go to the service center if all I had to do, according to him, was to use the app to request a battery test ???)
- I asked him to read the letter again since it already acknowledges “charging limitation” in place on my car per Tesla’s own data and that I think the purpose of this service would be either to remove the limitation or to replace the battery (as stipulated in Tesla’s letter).
- He repeated the same script that they will run the battery test and if it’s not “OK” they might replace it.
- I asked him what does “OK” mean since my battery has not failed (at least yet) and that this is not a typical “my range has gone down by x miles since y date” case … I’ve lost over 20 miles, to which he interrupted quickly with the typical “that’s normal”.
- After more insistence, he reluctantly made a service appointment for a month from now. I asked him to attach the two documents I have presented him with (which he had refused to keep and has handed them back to me) to the ticket for more context. Reluctantly, he took pictures of both by using his cell phone. Both documents were handed back to me again and none of which are attached to the ticket when I check the details of my appointment via app.
At this time I am not expecting any positive outcome based on the interaction with the SC and their reaction. Extremely frustrated with this company and their so-called customer service. And that’s an absolute understatement.
