This is my first post of the forums.
I am sorry if I sounded mad, but I am mad at Tesla’s lack of the basic customer service respect.
I have been long a fan of Tesla. I have the Tesla Solar since 2016 (when they were SolarCity), and I bought my Model 3 LR non-AWD in October 2018 under the impression that Tesla has the BEST customer service ever.
This might be a bit long, but you can skip to the last section if you do not care about the details.
Tesla claims they do not pay for advertising their car, but now I strongly believe they target (semi?)famous social media figures with perks and special services to give the illusion of good customer service.
So here is my story, and you be the judge.
- Referral Link: I bought my Model 3 using my referral link that I have through Tesla Solar: Did not get any credit. Contacted them asking about it, no response till this day!
- Delivery: I read about the magical experience of delivering the car to your home. Asked about it, they said I have to go pick it up from the dealership. When I went there, the agent told me they do deliver to “some” customers. These were exactly his words. When I asked him who are these some customers, he shrugged his shoulders.
- Quality of Delivery: The car -as I read on many sites from new owners- did have some quality issues. A paint chip on the side door, alignment was off, some glue protruding from the roof glass, and side mirror modeling coming off (this is a brand new car on a delivery date). I was blown away with the car, I loved it. When I brought these points to their attention, he told me I can leave it to fix them or schedule an appointment for service. However, the car had EAP and Summon Enabled! I did not order them, so it was a big happy surprise to see them enabled. When I asked him about them, he told me to enjoy them (no there was not expiration date for some trial period or something).
- Service: I scheduled an appointment to take care of these things. They fixed everything except the paint chip. They claimed to touched it, but that was not true. They did not even bother doing anything about it. I decided to live with the chip.
- More Service: Windshield modeling started popping up, with squeaking steering wheel and driver window. It took more than a month to find an appointment, but they fixed them.
- Service at home: I always read about the famous Tesla Service Vehicle that saves customer a lot of time by magically coming to your location to fix any issues. I had scree in my rear tire. Called them, and they sent some other third party company to replace the tire (I read people saying the service vehicle CAN fix tires on spot), and he told me Tesla will contact me regarding the tire. After a month they told me they couldn’t fix it, and I owe them $300 for a tire!!! I could have done it (replaced it even) much cheaper at a Tire shop!
Finally:
I was fine with all the above since I got the EAP and Summon for free. Don’t me wrong, I loved the car, and driving it was a magical experience. Until two weeks ago, I parked my car in my very tight garage using summon. Woke up, could not get it out as they disabled summon for me. It turned out to enable summon (I only care about summon), their website says I have to pay $9000!!! Imagine how much I had to squeeze myself to get the car out of the garage.
Adding salt to injury, the same car I bought, I could have gotten AWD with EAP enabled at a CHEAPER price now on Tesla. Yes, the tax credit is less, but even with that, it is still cheaper - do the math.
I read many people who ordered the cars late last year (like me) got the EAP free upgrade to cover for the price difference.
I already contacted them more than three times (email,twitter), and still not even a single response. Calling them will place you on a 30 minute hold.
Meanwhile, Elon’s and Tesla’s twitter feed is flooded by praises to their awesome customer service! Where is that?
PS: I have a neighbor who bought Model S P100D brand new, and had much worse experience than me that he had to beg them to take it back, and they still they wouldn’t. He sold it cheap to Carguru or something just to get over all the issues and bad customer service.
-
I am sorry if I sounded mad, but I am mad at Tesla’s lack of the basic customer service respect.
I have been long a fan of Tesla. I have the Tesla Solar since 2016 (when they were SolarCity), and I bought my Model 3 LR non-AWD in October 2018 under the impression that Tesla has the BEST customer service ever.
This might be a bit long, but you can skip to the last section if you do not care about the details.
Tesla claims they do not pay for advertising their car, but now I strongly believe they target (semi?)famous social media figures with perks and special services to give the illusion of good customer service.
So here is my story, and you be the judge.
- Referral Link: I bought my Model 3 using my referral link that I have through Tesla Solar: Did not get any credit. Contacted them asking about it, no response till this day!
- Delivery: I read about the magical experience of delivering the car to your home. Asked about it, they said I have to go pick it up from the dealership. When I went there, the agent told me they do deliver to “some” customers. These were exactly his words. When I asked him who are these some customers, he shrugged his shoulders.
- Quality of Delivery: The car -as I read on many sites from new owners- did have some quality issues. A paint chip on the side door, alignment was off, some glue protruding from the roof glass, and side mirror modeling coming off (this is a brand new car on a delivery date). I was blown away with the car, I loved it. When I brought these points to their attention, he told me I can leave it to fix them or schedule an appointment for service. However, the car had EAP and Summon Enabled! I did not order them, so it was a big happy surprise to see them enabled. When I asked him about them, he told me to enjoy them (no there was not expiration date for some trial period or something).
- Service: I scheduled an appointment to take care of these things. They fixed everything except the paint chip. They claimed to touched it, but that was not true. They did not even bother doing anything about it. I decided to live with the chip.
- More Service: Windshield modeling started popping up, with squeaking steering wheel and driver window. It took more than a month to find an appointment, but they fixed them.
- Service at home: I always read about the famous Tesla Service Vehicle that saves customer a lot of time by magically coming to your location to fix any issues. I had scree in my rear tire. Called them, and they sent some other third party company to replace the tire (I read people saying the service vehicle CAN fix tires on spot), and he told me Tesla will contact me regarding the tire. After a month they told me they couldn’t fix it, and I owe them $300 for a tire!!! I could have done it (replaced it even) much cheaper at a Tire shop!
Finally:
I was fine with all the above since I got the EAP and Summon for free. Don’t me wrong, I loved the car, and driving it was a magical experience. Until two weeks ago, I parked my car in my very tight garage using summon. Woke up, could not get it out as they disabled summon for me. It turned out to enable summon (I only care about summon), their website says I have to pay $9000!!! Imagine how much I had to squeeze myself to get the car out of the garage.
Adding salt to injury, the same car I bought, I could have gotten AWD with EAP enabled at a CHEAPER price now on Tesla. Yes, the tax credit is less, but even with that, it is still cheaper - do the math.
I read many people who ordered the cars late last year (like me) got the EAP free upgrade to cover for the price difference.
I already contacted them more than three times (email,twitter), and still not even a single response. Calling them will place you on a 30 minute hold.
Meanwhile, Elon’s and Tesla’s twitter feed is flooded by praises to their awesome customer service! Where is that?
PS: I have a neighbor who bought Model S P100D brand new, and had much worse experience than me that he had to beg them to take it back, and they still they wouldn’t. He sold it cheap to Carguru or something just to get over all the issues and bad customer service.
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