Had a very frustrating experience today at the local service center. Quick background, running a 2018 Model X 100D. Scheduled weeks in advance to have the service center sort out the LCD panel turning yellow and check on why I hear a knocking noise during hard acceleration. Both issues well known in the community. Neither are safety issues.
Arrived on time at 0830 yesterday for the appointment. Was told pretty quickly this will likely take till end of day tomorrow. Not great but it is what it is. No loaner car as usual so took Uber home with the Tesla credit.
Next day, at 1000, no updates so messaged Tesla on the app. Just silence until mid-day when I see the vehicle status showing estimated completion at end of day (1715). By 1535, booked an Uber knowing traffic would take me 45-50 mins to get there, and also knowing the center closes at 1700. On my way up there in the Uber I finally get a message on the app that the vehicle won’t be completed until the end of the next day! For emphasis, I’m already in the Uber on my way up there and the app still says estimated completion at 1715. I reply on the app asking them to explain themselves. Their response was these things take time to fix. Sorry it doesn’t take 3 days to fix this knowing what others have had to wait. Asked to speak to a manager — no reply. Tried to call Tesla, the automated system deferred me to the app. Pretty much SOL at this point.
Out of desperation, called Tesla Delivery Services. Incredibly the guy who picked up was super nice and could access the vehicle status. He sees that my vehicle required a range of parts for the front motor all of which is in stock at the site which is likely why it’s taking longer. I had to state — why didn’t they tell me this in the first place and why did I have to call Tesla Delivery to get this info??
Received a new message via the Tesla app now saying they didn’t see why I had to get into an Uber and they are short on people due to sick leave. Finally my service agent calls me at 1725. Apologizes, commented he had 6 technicians out and they will do their best to get the car done tomorrow end of day. He was not able to update my app. Apparently by noon the technician they had switched and worked on another car which was falling behind schedule too.
Here’s my issue:
(1) why not just let me know it’ll be later and that is because of more extensive work needing to be done?
(2) the person responding on the Tesla app lacked any info nor cared to give more info. The fact that the Tesla app is the only life line to talk to anyone is ridiculous.
(3) being short on staff is a valid reason for delays but not an excuse to communicate well. I conveyed to the groups that I work in healthcare, and at our facility we have over 500 workers out due to COVID….yea we get it. But leaving a customer blind to plan their day is very inconsiderate.
Anyway interesting that Tesla Delivery was able to shed light so that was one positive learning moment. I’m sure others have experienced the less than ideal Tesla Service issues and I myself am still scarred by the experience leading up to Delivery in 2018 with lack of communication, conflicting information, and just pure frustration. Love the car. Running FSD 10.8. Preordered a new Model X for delivery next year and still sitting on my Cybertruck preorder. However for goodness sake can we get customer service to the next level? Not expecting this to be Porsche service experience
. Big picture, this is maybe my 3rd or 4th time at a service center ever, so yes the vehicle requires very few visits. However customer service matters even if you have a class leading technology. Will I jump ship? Probably not but we have pre-ordered a Rivian R1S and I’m sure Rivian will have growing pains. No rainbows and unicorns.
My adventure continues tomorrow (Friday) and knowing full well if they screw up again — no vehicle for the whole weekend.
Arrived on time at 0830 yesterday for the appointment. Was told pretty quickly this will likely take till end of day tomorrow. Not great but it is what it is. No loaner car as usual so took Uber home with the Tesla credit.
Next day, at 1000, no updates so messaged Tesla on the app. Just silence until mid-day when I see the vehicle status showing estimated completion at end of day (1715). By 1535, booked an Uber knowing traffic would take me 45-50 mins to get there, and also knowing the center closes at 1700. On my way up there in the Uber I finally get a message on the app that the vehicle won’t be completed until the end of the next day! For emphasis, I’m already in the Uber on my way up there and the app still says estimated completion at 1715. I reply on the app asking them to explain themselves. Their response was these things take time to fix. Sorry it doesn’t take 3 days to fix this knowing what others have had to wait. Asked to speak to a manager — no reply. Tried to call Tesla, the automated system deferred me to the app. Pretty much SOL at this point.
Out of desperation, called Tesla Delivery Services. Incredibly the guy who picked up was super nice and could access the vehicle status. He sees that my vehicle required a range of parts for the front motor all of which is in stock at the site which is likely why it’s taking longer. I had to state — why didn’t they tell me this in the first place and why did I have to call Tesla Delivery to get this info??
Received a new message via the Tesla app now saying they didn’t see why I had to get into an Uber and they are short on people due to sick leave. Finally my service agent calls me at 1725. Apologizes, commented he had 6 technicians out and they will do their best to get the car done tomorrow end of day. He was not able to update my app. Apparently by noon the technician they had switched and worked on another car which was falling behind schedule too.
Here’s my issue:
(1) why not just let me know it’ll be later and that is because of more extensive work needing to be done?
(2) the person responding on the Tesla app lacked any info nor cared to give more info. The fact that the Tesla app is the only life line to talk to anyone is ridiculous.
(3) being short on staff is a valid reason for delays but not an excuse to communicate well. I conveyed to the groups that I work in healthcare, and at our facility we have over 500 workers out due to COVID….yea we get it. But leaving a customer blind to plan their day is very inconsiderate.
Anyway interesting that Tesla Delivery was able to shed light so that was one positive learning moment. I’m sure others have experienced the less than ideal Tesla Service issues and I myself am still scarred by the experience leading up to Delivery in 2018 with lack of communication, conflicting information, and just pure frustration. Love the car. Running FSD 10.8. Preordered a new Model X for delivery next year and still sitting on my Cybertruck preorder. However for goodness sake can we get customer service to the next level? Not expecting this to be Porsche service experience
. Big picture, this is maybe my 3rd or 4th time at a service center ever, so yes the vehicle requires very few visits. However customer service matters even if you have a class leading technology. Will I jump ship? Probably not but we have pre-ordered a Rivian R1S and I’m sure Rivian will have growing pains. No rainbows and unicorns.My adventure continues tomorrow (Friday) and knowing full well if they screw up again — no vehicle for the whole weekend.
Last edited:
