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Sunnyvale Service Experience

Discussion in 'Model 3' started by Remonster, Aug 14, 2018.

  1. Remonster

    Remonster Member

    Joined:
    Jul 10, 2018
    Messages:
    74
    Location:
    San Jose
    I was delivered a Model 3 with a scratch on the left passenger door jam that I did not find on delivery. Ironically enough, it had a large red arrow pointing too it as it was definitely caught by Tesla QC and not repaired before delivery. I had 3 people use that door and it wasn't until the 4th that someone saw the scratch/red arrow. We're all blind I guess. Model 3 Delivery Scatch.png

    I called Tesla support and scheduled a service appointment at my local service center (Sunnyvale). I also emailed my ISA with pictures of the scratch and let him know of the situation. I was called the next day by the Sunnyvale Service Center (SSC) and told that I did not have a due bill for the repair since it was not noted on delivery. I emailed my ISA again and got a bounce back for vacation until the day of my scheduled service. Ha.

    A day before the service appointment I contacted service support and described the situation. Over the phone service support said if I was able to email him pictures of the problem right then he might be able to get me a due bill written up for the next day. The process normally takes 3 days. Impressive.

    I showed up at SSC today not expecting to have a due bill ready. It was. The check in process took about 30 minutes, mainly because I was waiting for an Enterprise loaner car instead of a Lyft ride home followed by valet delivery of a loaner car (which actually sounded pretty nice). I waited for about 15 minutes before my service advisor handed me a fob for a P85D with a bunk front right door handle. Uhhhh...heck yeah. I don't care about the handle, or that it's dirty! My car should hopefully be returned on Friday, until then, Ludicrous mode baby.

    PS: Service Advisor was impressed that my scratch was actually visible. Apparently he's seen quite a few "scratches" that were more like dust than scratch. Also, I saw a wrapped Model 3 with matt chameleon and the quality was awful. Color...not bad...quality....not so much.
     
    • Like x 2
  2. Paladin732

    Paladin732 Member

    Joined:
    May 6, 2017
    Messages:
    62
    Location:
    California
    The Matte chamelon(Caribbean shimmer flip) you saw was most likely mine. It's in for autopilot refusing to turn itself on.

    I've been fighting with the guy that did it for months to fix the shoddy work on it. (and to put the damn Ts back on) Next time I'm going to one of the bigger names.
     
    • Like x 2
  3. SJC3

    SJC3 Member

    Joined:
    Jun 29, 2018
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    160
    Location:
    bay area
    Looks like my 2 day old M3 is keeping yours company there. I also had a door alignment issue that I didn’t note at delivery but mentioned when I had to take it in for a host of issues. My service advisor said I need a due bill to address the door. I thought that it’s ridiculous to burden the customer to basically qa the car and if we miss something during a hurried delivery, tough luck? All other manufactures take care of defects under the warranty. SA didn’t push back and wrote down the issue. We’ll see if they take care of it while it’s in service. Lesson to all future owners, make sure ALL your issues are noted before you drive away from delivery.
     
    • Like x 1
  4. Remonster

    Remonster Member

    Joined:
    Jul 10, 2018
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    Location:
    San Jose
    I picked mine up on Friday and the body shop has done an excellent job on the repair. I'm somewhat amazed they turned around in 3 days. They washed it too (albeit somewhat poorly).

    That P85D loaner though...Ludicrous mode is actually crazy. I've never felt that much acceleration outside of an airplane or roller-coaster.
     
    • Like x 1
  5. Adam3

    Adam3 Member

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    Oct 4, 2015
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    124
    Location:
    None
    Yikes. Pics?
     
  6. TheLocNar

    TheLocNar Member

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    Location:
    Chicago
    Nothing like having to deal with this kind of BS. Hope you get things sorted.
     
  7. trunks13

    trunks13 Member

    Joined:
    Jul 12, 2018
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    46
    Location:
    CA
    What is a due bill? I have some paint blemishes from delivery and now I'm concerned that it was not properly documented.
     
  8. Remonster

    Remonster Member

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    Jul 10, 2018
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    Location:
    San Jose
    Mind sharing the shop/guy so I don't make the same mistake? I'm trying to find someone to put a clear bra on mine. Seems like $500-$700 is standard.

    A due bill pretty much just explains the work to be done and how much it's going to cost the user. Without it, they're just going to ask you what needs to be fixed at the service center and then charge you for it.

    Customer support was able to help my generate a due bill, but I had to provide my own photos of the issue.
     
  9. Paladin732

    Paladin732 Member

    Joined:
    May 6, 2017
    Messages:
    62
    Location:
    California
    Clear xperts wheel bra.
    I'd honestly just ask for a refund and have it fully redone elsewhere if I thought that was possible.

    He has had my car on and off for 3-4 weeks doing various patch up work on it.
     
  10. randing89

    randing89 Member

    Joined:
    Jul 5, 2018
    Messages:
    6
    Location:
    CA
    I got a dent on A-pillar and pimples on paint. Found after the delivery. The customer service booked an appointment at Sunnyvale. However, on that day, they refused to fix it because I don't have the due bill.
    Asked my Inside Delivery Advisor, he said he can't create it for me. It has to be created by the delivery team. So he forwarded my email. I am waiting for the reply now.

    The delivery was a mess at Fremont, the car is full of dirt. And the delivery specialist advised me to not wash it for 30 days as the "paint is new". How the hell do I find any problem when the car is dirty like that?
     
  11. SJC3

    SJC3 Member

    Joined:
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    Location:
    bay area
    @randing89 i have pimples on mine too (tiny raised bumps?). I accepted this as others have had more serious paint issues. Not like I would accept any solution that involved a respray (likely introduce more issues). Crazy that they say to not wash it...more than likely your car like mine has been sitting in a lot for months. Kind of explains some of the filthy 3s I saw delivered at Fremont as well.
     
  12. Owen_H

    Owen_H Member

    Joined:
    Aug 1, 2018
    Messages:
    11
    Location:
    CA
    Wheel Xperts Clear Bra?
     
  13. mrbcc

    mrbcc Member

    Joined:
    May 13, 2018
    Messages:
    8
    Location:
    Bay Area, CA
    I’ve had a few experiences with Tesla service in Sunnyvale. The first time I had about 7 or so paint defects, excessive wind noise from the right window, and some trim on the drive selector arm. The staff was pretty great despite the number of cars they had to handle. Upon inspection (from a due bill) I pointed out more issue I found after going home and washing. They accepted all defects I found, and sent off the car to the body shop. About 1.5 weeks later, I got the car back and most of the issues were fixed, but not all. Had to bring it back to fix the drive selector, and to fix other scratching that the body shop did not clean up. Overall WAY better than a traditional dealership, which was great!
     
    • Like x 1
  14. Paladin732

    Paladin732 Member

    Joined:
    May 6, 2017
    Messages:
    62
    Location:
    California
    Yes, pretend I said that :). I always confuse their name.
     
    • Like x 1
  15. Chanceofthat

    Chanceofthat Member

    Joined:
    Jul 7, 2018
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    12
    Location:
    Cupertino
    Is anyone currently loaning a Tesla from Sunnyvale? I just brought my 3 in for a new steering wheel and to fix an AC fan rattle, but I had to take an ICE as loaner. They said they would call me as soon as one became available. Anybody have one that’s going back soon?
     
  16. fly2damoon

    fly2damoon Member

    Joined:
    Aug 24, 2018
    Messages:
    12
    Location:
    San Jose
    Im returning one tomorrow around 11am. This was through enterprise.
     
  17. Chanceofthat

    Chanceofthat Member

    Joined:
    Jul 7, 2018
    Messages:
    12
    Location:
    Cupertino
    Well fingers crossed they give me a call today
     
  18. Chanceofthat

    Chanceofthat Member

    Joined:
    Jul 7, 2018
    Messages:
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    Location:
    Cupertino
    No call yet, I guess I’m going to have to get used to that ICE Life for a bit
     

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