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boaterva

Supporting Member
Apr 2, 2016
7,564
3,736
Northern Virginia, USA
Or you can simply save it in your phone contacts under Tesla Customer Service.
Actually, this is the best way to save things, including shortcuts for numbers like the Supercharger Team. Based on a tip elsewhere here, I already have it set up to call them directly using
18777983752,,,2,,1

You can do the same for Roadside Support or Body Shop, etc.

Tons quicker than wading through IVR menus, especially when you are broken down or stuck trying to find out why a particular supercharger isn't working right.
 

Canuck

Well-Known Member
Nov 30, 2013
6,125
5,469
South Surrey, BC
In reading about why JonMc started this thread, Electrek seems to suggest that it as a result of Alain Cohen suing Tesla. That article and his lawsuit are here:

Tesla now lets owners escalate issues directly to executives in order to improve communications

http://www.autonews.com/assets/PDF/CA111537815.PDF

I found it an interesting read including the emails to and from Tesla which are exhibits to the pleadings. Up here, we only plead facts, not evidence in support of facts, which are left for trial, so it was interesting to actually read the emails referenced in the pleadings.

In his blog post, Mr. Cohen says this:

He also attaches pictures of himself in his blog post, two of them in fact, one with his Roadster, and one with the Model S that I assume is the subject of the lawsuit.

I think most people reading his blog would assume he owns 3 Teslas, worth "almost $400,000". After all, he makes a point in telling us in his blog about his success and patents, and his bio at the end says he sold his company for $1B. He even tells us:

In fact, my lawsuit will likely cost me much more than I stand to gain, but it’s not about the money.

He also appears to even somewhat equate himself to Elon Musk:

Let’s get one thing straight: I believe in Tesla’s clean energy mission, and the vision of its head, Elon Musk, to combat global warming. As a tech entrepreneur and engineer myself with several dozen patents, I understand and admire his passion. Musk deserves the accolades he receives for successes after failures and for that indomitable spirit of try and try again. I have always aspired to have that same verve and vision with the technology companies I have launched.

So after reading his blog I read his lawsuit and the first thing that struck me was the very first "Factual Background" paragraph, paragraph 5 on page 2, that says he traded in his previous Tesla for the one involved in the lawsuit. Paragraph 6 says he paid "over $125,000" for it. That made me wonder how he could have paid nearly $400k for his Roadster and two Model S's when his lawsuit says he traded in a Model S and thus must have received trade-in value. So I went back to his blog and noticed that he actually doesn't say he spent almost $400k but rather this is what they are all "worth" when you add their values together.

One of his complaints is that people can hear his phone calls outside of the vehicle. In one of the emails he uses the word "ludicrous" (as a play on ludicrous mode) "because that's the word that comes to mind when I think about my phone calls being audible to the whole parking lot". When Tesla showed his brother that this occurs with all vehicles, he says in his email that his brother told him:

He said that you were able to reproduce it on all the shop cars. Clearly, if you had to reproduce it, then it's not expected behavior.

I couldn't make sense of his argument until I realized he is probably saying that there was no need to go to other cars to reproduce it since they should have just told him it was normal, but instead he seems to suggest that they just discovered the problem on all cars when he told them about it. Certainly, the vehicle he traded in must have been the same? It also seems so obvious to me they were trying to show his brother it is normal and not a problem. He makes a point of telling us:

I even encouraged my brother to buy two Tesla sedans.

I wonder if his brother now owns 2 or if he traded his first one in?

With regard to the sound issue, I talk on my phone, and also listen to Howard Stern, and I know to tone it down when I'm stopped because it isn't all that sound proof -- but it would have to be a rather small parking lot for everyone to hear me, even at normal volume, and I do agree that they need to make the vehicle more sound proof. But I can't imagine suing Tesla over that, and the fact that you can't drive the car when it updates, a squeaky seat that Tesla has said they will replace, and some other issues that all seem pretty minor to me. It does seem Tesla took too long to respond to him but they were responding and there are two sides to every story.

My view is that it appears to me he likes attention, and the spotlight, and telling us "We’re talking almost $400,000 worth of the sleek, futuristic automobiles." I paid $115k for my vehicle. I got a trade in quote from Tesla when I was thinking of upgrading. I think they quoted me around $75k at that time. If I traded it in on another vehicle for $115k, I would never say to someone "we're talking almost $230k worth of the sleek, futurist automobiles" since I would have only paid $160. People who use that reasoning, for whatever the reason, make me uncomfortable. It doesn't surprise me that Tesla was late in getting back to him, but that's no excuse for Tesla.

This part also raised my eyebrows:

-- this does not bode well for future purchasers, including those who order the lower-priced Model 3 sedans.

That's nice of him to say that even lowly Model 3 purchasers deserve to be included in the group and be treated better. Perhaps he didn't mean it that way but that's how I read it.

It will be interesting to hear how it plays out in Court but that seems unlikely since most of these types of cases settle with NDA clauses.
 
Last edited:

Neil Chang

New Member
Sep 19, 2017
4
0
Taiwan
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

This is a buyer from Taiwan. I pre-ordered a Model X 75D on July 8th and pay the advance deposit NT$160,000(US$53000). On Aug. 31st, Taiwan Sales informed me that I could get my car on Sept. 29th, therefore I paid the down payment NT$988,313(US$32000) on Sept. 18th and sold out my old car. I am so happy and can't wait to receive my new TESLA MODEL X.

Unexpectedly, the sales person just informed me it will be delayed one month due to the Hurricane and all the vessel was delayed. To be honestly, this is holy sxxx. The Hurricane attack Florida on Sept. 15th. I believe the estimated time of departure is much earlier than this date!! Because the voyage days from America eastern is 25 to 30 days to Taiwan and I just got the notice yesterday(Sept. 19) that it will be delayed. Is this reasonable? Taiwan sales person said because there is no delay information from head office. Who made this mistake and bring customer such a bad feeling?

Of course, I am not the only one victim and maybe you don't care this at all. Or maybe you don't care about the Taiwanese market. Otherwise your sales team will not just provide a roughly notice. Oops, sorry your car is delay due to the weather and no compensation or solution for customer.

It is really disappointed !!! And Tell my why shall I pay so early?
 

bnsfengineer

Member
Aug 25, 2017
710
266
So.Ca.
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?
Thats my issue...they emailed me usually same day before delivery but after taking delivery no one wants to respond to Emails. Sent to 3 different people and to Customer support....NADA
 
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Pandamoanium

Member
Jul 8, 2016
655
254
Colorado
I'm very frustrated with this process and even reaching someone that can actually help seems to be a near impossible task at times. The executive team/review is unresponsive also. This when compared to other car manufactures is extremely far behind.
 
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Akikiki

A'-Lo-HA ! y'all
Nov 26, 2012
6,363
4,478
Kaneohe, HI
Folks, I think JonMc was gearing those contact numbers with specific purpose of expediting body parts repairs. Not trying or implying those contact numbers and email addresses would help reach delivery or sales specialists.
 
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tinm

2020 Model S LR+ Owner
May 3, 2015
2,463
11,890
New Mexico, USA
My experience with Escalate so far has been as frustrating as any other attempt at communication with Tesla on service or customer matters. Since the issue is ongoing I'll hold out until it's resolved (hopefully tomorrow, but then hey, I don't really know), and then I'll recount the story. I'm hoping my car is ok. It's been eight weeks. Stay tuned.
 
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tinm

2020 Model S LR+ Owner
May 3, 2015
2,463
11,890
New Mexico, USA
I've written up my experience that included using the "escalate to the executives" feature. The escalate process was pretty broken. The person who responded saying he was opening up a "case" and would be doing the "investigation" then completely utterly disappeared, with zero communication ever again to this day.

My car was in Tesla's possession for eight weeks. When I got it back, it was absolutely filthy, like it had been abandoned and then a hurricane had passed through and covered it in grime, slime, bird poop and pee, and who knows what else. This is how it was delivered back to me.

Here are the details of the actual eight-week saga, pointing out how utterly BROKEN Tesla's communications continue to be:
What's the record for longest service/loaner period?

And here are the photos -- if you dare:
What's the record for longest service/loaner period?
 
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aollivierre

Member
Aug 8, 2017
179
57
arlington,tx
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
John, great post regarding access into tteksa Mgmt. One problem, shouldn’t management actually respond to your customers when they have a need? I have sent multiple requests with ZERO response. I may be a bit spoiled coming done the le as, Mercedes and Bmw side of the world, but if Tesla wants to play on this arena, y’all have to step up our customers service game!
 
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Bebop

Active Member
Jun 25, 2017
1,193
691
Midwest
+ 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??

Yeah this is beyond true and honestly as a first time buyer I thought I was unlucky, it seems to be a serious issue with so many other people too.

It is terrible the communication. I’ve had a better expierence buying a gasoline car than with my Model S. Pretty disappointing..
 
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Ulmo

Active Member
Jan 19, 2016
4,324
4,428
Vienna Woods, Aptos, California
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
Can anyone verify if those contact methods are current, and re-verify a few months in the future once this has been rehashed? I'm not asking anyone to confirm that they get to talk to the CEO since supposedly the poster I'm responding to has been replaced directly by the CEO in the relevent position regarding the post I respond to, but at least to confirm that these contact methods are operational, actually go somewhere, and if they are effective at all (as opposed to now just going into a full voicemail box, a work queue that has no worker assigned, no response ever, or something apparently nonfunctional like that).

I'm not asking for a full discussion of Tesla customer communications sore spots of the past or present; that can be left for other threads where that's already well presented. I am merely attempting to make certain the contact point data is up to date.
 
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FlatSix911

Porsche 918 Hybrid
Jun 15, 2015
6,504
5,915
Silicon Valley
Can anyone verify if those contact methods are current, and re-verify a few months in the future once this has been rehashed? I'm not asking anyone to confirm that they get to talk to the CEO since supposedly the poster I'm responding to has been replaced directly by the CEO in the relevent position regarding the post I respond to, but at least to confirm that these contact methods are operational, actually go somewhere, and if they are effective at all (as opposed to now just going into a full voicemail box, a work queue that has no worker assigned, no response ever, or something apparently nonfunctional like that).

I'm not asking for a full discussion of Tesla customer communications sore spots of the past or present; that can be left for other threads where that's already well presented. I am merely attempting to make certain the contact point data is up to date.

Unfortunately, Jon McNeill is no longer with Tesla ... Tesla President of sales and service leaves, Elon Musk takes over his responsibilities

During a conference call following the released of the company’s financial results today, Tesla confirmed that its President of Sales and Services, Jon McNeill, is leaving the company. Tesla CEO Elon Musk confirmed that Sales and Services will be reporting to him directly without any plan for someone to replace McNeill. As Musk was announcing McNeil’s departure, Lyft announced that they hired him as Chief Operating Officer.

McNeill was hired at Tesla in November 2016 for the newly created role of President of Global Sales & Service. He became known within the Tesla community for sometimes reaching out directly to some owners through the forums and social media to address issues. McNeill is probably the most high-profile executive to leave Tesla in recent months
 
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Joe Grande

Member
Apr 17, 2016
6
2
West Seattle
It's not on my Model 3 account page. I've used the customer support form on the Tesla site before and it must go to trash since no one has ever responded. I got a new Model 3 that I can't drive because the mirror won't adjust. Car sure looks good in the garage.
 

neroden

Model S Owner and Frustrated Tesla Fan
Apr 25, 2011
14,676
62,627
Ithaca, NY, USA
You're in Seattle. Go to the local service center in person. Complain that you haven't been able to reach them on the phone and point out that the car is undriveable.

My experience is that the local service center people are almost all very good, but the central office is worthless.
 

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