So, my first negative Tesla experience.... Service has been phenomenal up until now. I'm a huge Tesla fan. I own a 2019 Model S P100D w/ 20k miles. I have a very early pre-order for a Cybertruck. I planned on buying my kids a Model 3 when they turn 16 next year. I tell anyone that is interested that "I will never buy a gas powered vehicle again and I can't see myself buying any EV other than Tesla." I say all of that to emphasize that I am not someone that just likes to bad mouth Tesla -- quite the opposite. This experience is really shaking my confidence in the company though.
What options do I have? And is anyone else playing the waiting game on a "high voltage battery"?
- 12/17 My car just stopped working. At first it just wouldn't turn on, but other functions like locks, mirrors and trunk still worked. Then, slowly, everything stopped working -- no response at all. Luckily it was in my garage and I had it towed to Tesla.
- 12/21 Didn't hear anything from them after my car got dropped off. I finally reached out to ask for a status and they said "We expect it to be ready by 12/24."
- 12/24 Still didn't hear anything so I asked for status. They said it wouldn't be ready today as previously expected but they are waiting on a part and would update me on Monday, 12/27. I asked them what part they were waiting on they said "It needs a high voltage battery"
- 12/27 Didn't hear anything.
- 12/28 Reached out for a status update.
- 12/29 They said they're still waiting on an estimated date of arrival for the part.
- 12/31 Been without a car for 2 weeks. Asked them if they could at least give me a ballpark as to when that part might come in.
- 1/3 Finally responded back that they still have no ETA.
- 1/5 Asked them if they could get me a loaner and they said they would put me on a waiting list. They ended up getting my a loaner same day (much older car, locked in chill mode and 85mph max speed, but at least I have wheels.)
- 1/14 Received my first "proactive" update, which was basically just a non-update to say they still don't have the part and they don't know when it's coming in. I pushed back, questioning how they could have no ETA after a month. Service tells me "It's just a waiting game."
- 1/21 My "Estimated Completion" was set for 1/22. Asked Service if we were still on track for that date. Service says that date doesn't actually have anything to do with an estimated completion date and they still have no idea when they are getting a battery for me. I expressed to Service just how frustrated I am with the situation and asked for a phone call.
- 1/22 Service tried to call but I was on work calls and unable to answer. I tried to call back but had no way to get a hold of them.
- 1/24 I reached back out to ask for another call. I mentioned a time I would be available and asked for them to schedule a time to call if they weren't able to call at the time I offered.
- 1/26 Still no phone call. Asked for an escalation.
- 1/27 Got a message in the app saying my advisor has been out sick and they asked "How can we help?" I told them that my car had been in service for 41 days, so giving me an ETA on how much longer service is expected to take would be a start. I also asked for a phone call again. They said my advisor would be back in the office tomorrow and will provide me an update.
- 2/1 Four days later and still no update and no call. I reached out and mentioned it had now been 46 days that they've had my vehicle and a week since I requested a call. They finally called. I was told I am currently 3rd on the waiting list for a 100w battery. They had received three batteries the previous week and expected to get another three this week or next. I wrote a summary of our conversation into the app and they confirmed.
- 2/15 I reached out since it had been two weeks since the last update. I was told "We have 3 batteries here currently in queue for the lift. We should have those done by the time the next battery arrives and yours will be up. Hopefully end of next week." I was confused as to how I was told previously I was 3rd on the list and now they're telling me they have 3 batteries yet I'm still waiting. Service responded "We also service other than 100kwh batteries and there is an 85kwh that also needs done." I have no idea why they are providing updates on batteries that aren't relevant to my situation.
What options do I have? And is anyone else playing the waiting game on a "high voltage battery"?
