This may be a long post, but hopefully, it will prevent people from the pain of buying a Tesla Model S. For those people who have had a good experience, I am happy for you, but there are horror stories everywhere, and I should have heeded the warnings.
I will start by saying that I received my car on January 8, 2024.
I will start by saying that I received my car on January 8, 2024.
- Jan 8, 2024—On my first walk around the car, I highlighted some poor alignment (panel gaps), and the paint was lifting on the front bumper. They said I should request a service and accept the car, so I did. The car was also pulling to the left quite badly.
- Jan 20, 2024—This was the first time the car was serviced. They adjusted the hood, forgot about the bumper issue, and said they needed to order new tires to fix the car's alignment. At this point, they have had my car in service for 3 days in total.
- Feb 17, 2024—After pushing this service back a few times, they took the car in and installed new tires and a new bumper; I collected the car on 2/21/24, so at this point, they have had my car in service for 7 days, in total. It still pulled left, so I read many forums, took it to a reputable wheel and tire shop, and had the car aligned at my own cost. FIXED. So Tesla can't align a vehicle, which is interesting.
- Feb 23, 2024—A mystery crack appeared on my roof, at the back of the roof, spanning out from the rear. It was weird, as it seemed it could not be a stone from the road, and I had no idea how it happened. I booked a service for glass replacement on the roof. Appointment booked for 2/26.
- Feb 29, 2024—Told that it was caused by impact, and wouldn't be covered under warranty, ok .. I accepted that and they pushed my appointment to 3/2/24.
- Mar 2, 2024—They replaced the glass roof for $1500, and I went to collect it on March 3rd. When I collected the car, it was covered in leaves, dirt, and bird feces. To the point that I could not see the work they had done. It was outrageously dirty. I was told they were under staffed and didn't clean cars. I drove off and cleaned the car. Once clean, I inspected the car, and it was a terrible job; the panel was misaligned, and I could get my index finger down the side of the glass on the driver's side. Body panels and trim had been pushed out, it looked terrible, like an amateur had repaired the car. I took lots of videos and pictures and drove back to the service center immediately, first uploading some of the pictures into the app. They were resistant but after persistence, they agreed to redo the glass roof, and said they would try to address the trim and panels.
- Mar 8, 2024—They have now started to ignore messages routinely in the app. No responses at all to confirm an appointment. I had to drive down to have them book it.
- Mar 16, 2024—My car went into service again, and they finally responded to my messages and reviewed the video I sent showing huge panel gaps, trim sticking off the car, and badly positioned roof. I was informed that there was nothing they could do for the panel gaps and trim, bear in mind that these are issues that they created. I had before and after images. the next day, they debated the issues via the messaging service, refusing to admit to any problems.
- Mar 17, 2024—After getting nowhere in the app, I drove down to the service center to see the service manager. I refused to accept that my new $87,000 car would look like that after paying $1500 for a new roof. I won't bore you with too many details, but it became quite heated as the service manager refused to admit he could see any issues in front of me. For context the panel gap on the glass roof was 12mm wide. I will attach pictures. After a heated debate, he finally agreed to send the car to a body shop to fix the issue. But also kind of said it could not be fixed. I will also add that all staff members consistently use the line 'Tesla are not known for their fit and finish', as though this is somehow ok and an excuse not to fix problems. They kept the car.
- Mar 31, 2024—Two weeks later, I still hadn't received an update, so I asked for one. They responded the next day (about 30 hours later), saying it was delayed due to parts. They have now had my car for 21 days of my 82 day ownership.
- Apr 20, 2024—The car is still with them, and they have not charged it. I can see in the app that it is now at a body shop, so I message them to charge car, the battery is now at 6%. I asked them if it harms the battery to let it drain over 6 weeks. I was told it should be fine and will last until Monday. (it is a Saturday)
- Apr 22, 2024—The car has not been charged and is now critical. I message them again, and point out that no one has charged the car, something that there own manual advises against. I also point out that they have routinely left my car unlocked, and uncared for in any way. I write a lengthy message with questions. I get no response until the next day, simply saying 'Your vehicle has been placed on a charger'. I ask for an update on the state of repairs. I am ignored and receive no response. Tesla have now had my car in service for 43 days of my 105 day ownership.
- Apr 25, 2024— I get a message saying that my car is ready. I never received any response to my update request (which seems fair enough after a month). I cross my fingers and hope that I am going to see my car looking as it should, a new car. I head down there the next day to collect the car.
- Apr 26, 2024— I go to collect the car, praying it is right this time. I notice the car has been cleaned as I walk over to it, which should be a good sign; however, as I get close, I can see it is a terrible repair. Worse than the first time. The body shop has visibly bent the trim to make it sit down. The inside trim is hanging off, the gaps are the same. The service manager Steven comes straight over. and discusses the repair. There is no argument this time. He agrees it does not look good and must be redone. At this point, I am pretty deflated, I and the manager is very helpful, but ultimately, this is such bad customer service he really has nothing to say. He apologizes and agrees to keep the car and repair it AGAIN. Once again everyone repeats that Tesla are 'Not know for panel fit and famous for having less than stellar fit and finish'. I upload all images and video the next day to document everything. I receive zero response. My car is now set for completion on May 10.
- May 9, 2024— I have heard nothing, so I ask for an update in the app. I am told that they will message me if there is any news. I tell them it is due for collection the next day. No response. I message the next day (day of collection) No response.
- May 11, 2024— I received a call from service saying they need to keep the car for another 2 weeks due to unresponsive body shop partners and parts issues. I then put a message in the app to document this, of course no response. They are still not charging the car by the way. Tesla has now had my car in service for 62 days of my 124-day ownership. They now have the car 50% of the time. This is not the 'dream car' experience I was looking forward to.
- May 12, 2024— I message them to let them know that my car door has been left open all day at the back of the car lot. They did not respond until the next day, saying they had checked it and closed it. Telsa have now had my new car longer than I have during my ownership.
- May 21, 2024— I receive a message that my car is ready. I nervously go to collect the car; it is once again very, very dirty, covered in bird poop, leaves, and dirt. The repair is much better, but the tailgate still has a big gap, it is lower than the wing. The trim has been replaced, and is only sticking out a little, but its a shame when you are content with that. I think this is the best they can do.
Tesla have had my car for 72 days of my 134 day ownership - 55% of the time so far.
If I complained about this again, it might become worse not better, as Tesla do not have the ability to either turn out cars made well, or properly repair them. As a former BMW, and AUDI owner, I know these issues would never be called 'within spec'. Tesla is not a crowd funded project, they are a car manufacturer and should be held to the same standard as other car manufacturers.
I love many things about cars; I have now driven every kind of Tesla as a loaner. But the quality control is just not there. They seem to operate using a 'lets see if they notice' Policy, which is why the reviews are terrible. So buying one is a gamble. I wouldn't buy another Tesla, or recommend one to anyone. I thought I had bought a dream car, but it turns out I bought an $87,000 headache.
There is more to the story, but I think this is long enough. I wish I had never bought this car, I am so disappointed.
