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Tesla Contacts

JonMc

Jon McNeill - Tesla President of Sales and Service
May 25, 2016
36
1,135
Fremont
Hi everyone – to make contacting the right person at Tesla easier, we’ve streamlined our contacts for you:
  • For any customer issue, you can call us (877-798-3752), tweet us (@teslaservice) or email us ([email protected])
    • For Body shop or collision repair issues, you can get a Tesla Body Shop Customer Advocate to assist you by emailing us ([email protected]) or calling 877-798-3752 (press 2, then 4).
  • To escalate any issue, you can log into your Tesla account, click Support and then Executive Escalation.
Thanks,

Jon
 
Last edited by a moderator:
Thanks. It would be helpful also if team members could actually communicate with customers. I emailed my delivery specialist twice and haven't received a single reply in 13 days. Would this be a good use of the escalation feature?

Edit: looks like you can't escalate issues if you haven't taken delivery of a vehicle?
 
Last edited:

tccartier

Active Member
Supporting Member
Oct 27, 2015
1,057
1,215
AZ.
Thanks. It would be helpful also if team members could actually communicate with customers. I emailed my delivery specialist twice and haven't received a single reply in 13 days. Would this be a good use of the escalation feature?

Edit: looks like you can't escalate issues if you haven't taken delivery of a vehicle?

+ 1000 % These forums are littered with numerous complaints about the deafening silence from the Store level Delivery specialists, CPO representatives and so on. The lack of communication, information, and transparency is mind numbing??
 
Hi everyone – to make contacting the right person at Tesla easier, we’ve streamlined our contacts for you:
  • For any customer issue, you can call us (877-798-3752), tweet us (@teslaservice) or email us ([email protected])
    • For Body shop or collision repair issues, you can get a Tesla Body Shop Customer Advocate to assist you by emailing us ([email protected]) or calling 877-798-3752 (press 2, then 4).
  • To escalate any issue, you can log into your Tesla account, click Support and then Executive Escalation.
Thanks,

Jon
Hi Jon,
I had quite the "pick your own adventure" experience this morning on the phone with Tesla. I was transferred around, hung up on, and even sent to Tesla roadside emergency assistance, all while just trying to get support for questions on installing the HPWC at our business. I would highly advise better educating departments on how to handle charging questions, or creating an operator for business accounts that purchase mulitple HPWC. This has been my first bad experience with TSLA customer service, everything else Ive communicated with them about has been stellar. Luckily a forum member messaged me a contact number he had for an Anthony in HPWC installation support. Anthony was very professional, knowledgeable, and helpful. I'm glad I found him.
 
Lousy Tesla Certified Body Shop - Excellence Auto Collision located at 210 Midwest road, Toronto

I like my model X a lot and I do appreciate the services I received from the local service center at Lawrence Ave. Since Tesla is a new company, craftsmanship in terms of fitting and finishing are below expectation for the money!!! I took possession of my X on June 7 and received my first services from the local service center, of which, it involves with spray painting,hood alignment adjustment, headlight adjustment, lift gate adjustment, etc to be performed by its designated body shop, "EXCELLENCE AUTO COLLISION."
By assuming "EXCELLENCE" is a reliable body shop which has been certified by Tesla, I was assuming the said deficiencies will be rectified by having my X stayed in the body shop for 7 days since July 4th. By the time I picked up my X, the only item they rectified is repaint a small part of the inner part on the falcon door entrance. By look into the craftsmanship, I was extremely surprised that the body shop failed to sand it down before spray paint the area! in fact, I can see they didn't spray paint it in a dust free environment, of which, I can see dust and tiny particles on the newly painted area!!! The worse thing is they over spray it by spray it on the plastic trim. what a joke??? If you think that is bad enough already, you will be shock if you learned that they damaged your bumper without telling the vehicle owner! I was extremely lucky that I already wrapped my front bumper with transparent protection film, otherwise, the entire bumper might need to repaint and it will lower your car's resale value. The sneaky body shop was hoping that the owner never found out their negligence by not saying anything ... I was extremely upset by the time I picked up my vehicle and the PPF was removed.
Since "Excellence" hasn't rectified the rest of the outstanding items, I have no choices but to reschedule for another appointment again. Thus, I dropped off my X on July 24th with "EXCELLENCE AUTO COLLISION" via Tesla service center again and expecting the rest of the deficiency would be addressed and rectified. By fixing the lift gate misalignment issue, they damaged the plastic trim around the lift gate. In addition to that they damaged the protection film wrapped on my headlight while and my hood without fixing the misalignment issues on hood and passenger head light! Since I couldn't inspect my vehicle on a rainy day, I couldn't catch their negligent and I need to pay for the ppf wrap out of my own pocket!!! If you think Tesla certified body shop will be better than other body shop, think twice!!!
If your vehicle will be served by this body shop, inspect your vehicle really carefully before picking up your car!!! If you picking up your vehicle from the service center on a rainy day, have them to drive the car into a dry area in order to inspect it before you leaving the site. DO NOT TRUST THE WORK FROM "EXCELLENCE AUTO COLLISION!"
 
When it comes to Service and Parts, Tesla's processes are very primitive. Compared to practically every other car manufacturer, Tesla simply does not have their act together yet. Jon McNeil clearly understands the SC problems, but simply emailing for "Executive Escalation" is a band-aid not a root-cause solution. Tesla may be a tech company today, but they soon need to become like a more traditional car company with regards to parts and service. Those 500,000 Model 3 customers are not going to be as forgiving as the first 100,000 S & X owners with regards to a poor SC experience. Jon, go out and hire a proven parts and service executive from Lexus, Mercedes, Honda, Toyota, etc. that understands the parts & service business yet can also understand the Tesla DNA. Tesla needs to understand that they can have a high level of customer satisfaction in their Parts & Service Department at a Profit. Traditional dealers with parts and service departments that have a high level of customer satisfaction also enjoy significant profits. Most car manufactures understand that owner repurchase decisions are often determined by their experience with the service department. Finally, I strongly suggest that Tesla survey every customer that comes into their Service Center. Tesla needs to know what is and is not working. FYI, I am the owner of a 2017 S 90D. I love the car even with its' flaws. I want Tesla to succeed. I also want a much improved service experience.
 
Thanks. It would be helpful also if team members could actually communicate with customers. I emailed my delivery specialist twice and haven't received a single reply in 13 days. Would this be a good use of the escalation feature?

Edit: looks like you can't escalate issues if you haven't taken delivery of a vehicle?

My Delivery Specialist contacted me and apologized.
 
Just thought I would post a screen shot of how mine looks. Looks like a nice addition @JonMc !

Thanks Erik

My Tesla Contact Page.JPG




My Tesla Contact Page Support.JPG
 

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