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#83
MP3Mike said:
You're expecting that information from more than 2 years ago is still current? Even with all of the changes/re-org that has happened at Tesla? o_O
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No, maybe he expects that he can directly talk to someone at Tesla that can help him. Or using the two year old contacts they will direct him to the new contacts.o_O Are there new contacts that you would like to inform us of instead of giving him a hard time?
 
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#90
BozieBeMe2 said:
If the system does not connect you from there, try looking up a Local Number
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Damn, how stupid do y'all think I am?

I called the number posted by Jon and other toll-free numbers that I found through Google, as well as the local SC. They all do exactly the same thing and connect to the same telepresence system, offering very limited options, like scheduling or inquiring about service (which it then tells the caller to do through the app) and no direct connection to a CSR.I don't use Twitter and the corp doesn't respond to messages via Failbook. For a corp that used to pride itself on direct consumer contact and engagement, they've been completely useless.
 
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#93
DrivingTheFuture said:
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.
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Kirkelevra said:
Hello guys.
Do smbdy have some new working emails or phone numbers to reach Tesla support quicker?
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Our browser was broken and we were told it would be corrected in the new firmware. After going thru 7 firmware updates, I finally was able to reach Tesla Support by using my Tesla account and sending them an email. But it took two emails and them finally calling back after my second email. My phone stated they were calling from Draper Utah.
Long story short, they requested that I do the usual re-boots & power off sequences. Didn't work before & still didn't in this case. What it took was a update,, pushed & automatically loaded onto the car. The browser still slow as I remembered, but at least, now I can read the release notes & the owners manual!!
 
#94
Reading about all these glitches and slow responding support, it seems we need to *really* think of Teslas as computers on wheels indeed. Do you call Microsoft and expect them to fix your computer every time something goes wrong? Some day soon hopefully Tesla will find a way to let third parties do the troubleshooting work that IT support folks do nowadays for Windows/ Apple. Which is also a dangerous thing to do, given the risks of potential willful hacking, hence accidents and repercussions on the brand.

Anyway, I recall reading about some garages doing excellent maintenance - maybe there is a listing / directory somewhere - a better alternative maybe (not free tho) than trying to contact Tesla support.
 
#96
James* said:
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?
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IMHO - this is the most important time for Tesla to cement their goodwill with the customer, after delivery it appears Tesla product and loyalty are strong enough to actually compensate for build quality issues. Just for reference my other two electric cars have never been to the shop for anything outside of battery test and tire rotation.
 
#97
I am getting very frustrated with Tesla Service center and support. After a service issue was not resolved I asked for a regional manager contact and was given an email address. After two emails, in over two weeks I still have not received a response. This is my first Tesla and I have one on order for my wife. I'm beginning to wonder about the quality of the support from Tesla.
 
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#98
Jbvegas said:
I am getting very frustrated with Tesla Service center and support. After a service issue was not resolved I asked for a regional manager contact and was given an email address. After two emails, in over two weeks I still have not received a response. This is my first Tesla and I have one on order for my wife. I'm beginning to wonder about the quality of the support from Tesla.
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I am actually considering selling my Tesla because service is so bad. I love the car, although most of the cool tech only half works but service has just been terrible. Usually when I take my car in for service I end up having to take it in again for the same issues that never get fixed the first time (perfect example current appointment I have is for 3 of 4 issues that were not fixed from the last appointment, both were 6 week waits btw) and actually I just cancelled this appointment because I have given up. My drivers side seat sensor doesn't work properly and doesn't detect me in the seat so if I am driving slowly like moving my car in a parking lot or driveway and don't have my seatbelt on the car will slam into park because it thinks I am not in the seat. The answer I got from service was that I should always wear my seatbelt no matter how fast I am driving and that if it does the same thing with the seatbelt engaged they will research and fix it. Have an issue with steering that it was also in for last time it which is gave a warning on the screen that steering assistance would be reduced and may require extra force to turn, this time though while sitting in my driveway the error came up and the steering wheel jerked to one side on its own and was harder to steer one direction than the other. The steering stopped doing that on the next drive but their estimate stated they would do a wheel alignment .. because somehow that would cause the car to throw a message about the steering assist and jerk the wheel on its own while stationary? Service is a joke, this would of been my last appointment in warranty so I feel like they are just jerking me around to not actually fix anything so I cancelled because they aren't going to fix any of it anyway and I would need a loaner since I work 7 days a week and the SC is not close to me which I'm sure they won't give me after I would be the jerk I would have to be to get anything done.

Bottom line I feel like Tesla "service" is an adversary that is trying to jerk me around and not fix stuff and I am tired of it. I really don't want to go back to a gas car, hopefully other companies will get on par with Tesla for range and efficiency and speed and such soon. Until I find another car I want I will just keep driving my Tesla and let lots of people keep asking me about it so I can tell them to avoid Tesla (at least in this area with the service centers around here)
 
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#99
flyhighboi20 said:
I am actually considering selling my Tesla because service is so bad. I love the car, although most of the cool tech only half works but service has just been terrible. Usually when I take my car in for service I end up having to take it in again for the same issues that never get fixed the first time (perfect example current appointment I have is for 3 of 4 issues that were not fixed from the last appointment, both were 6 week waits btw) and actually I just cancelled this appointment because I have given up. My drivers side seat sensor doesn't work properly and doesn't detect me in the seat so if I am driving slowly like moving my car in a parking lot or driveway and don't have my seatbelt on the car will slam into park because it thinks I am not in the seat. The answer I got from service was that I should always wear my seatbelt no matter how fast I am driving and that if it does the same thing with the seatbelt engaged they will research and fix it. Have an issue with steering that it was also in for last time it which is gave a warning on the screen that steering assistance would be reduced and may require extra force to turn, this time though while sitting in my driveway the error came up and the steering wheel jerked to one side on its own and was harder to steer one direction than the other. The steering stopped doing that on the next drive but their estimate stated they would do a wheel alignment .. because somehow that would cause the car to throw a message about the steering assist and jerk the wheel on its own while stationary? Service is a joke, this would of been my last appointment in warranty so I feel like they are just jerking me around to not actually fix anything so I cancelled because they aren't going to fix any of it anyway and I would need a loaner since I work 7 days a week and the SC is not close to me which I'm sure they won't give me after I would be the jerk I would have to be to get anything done.

Bottom line I feel like Tesla "service" is an adversary that is trying to jerk me around and not fix stuff and I am tired of it. I really don't want to go back to a gas car, hopefully other companies will get on par with Tesla for range and efficiency and speed and such soon. Until I find another car I want I will just keep driving my Tesla and let lots of people keep asking me about it so I can tell them to avoid Tesla (at least in this area with the service centers around here)
Click to expand...

The hypersensitive seat sensor thing is a bad design, but I've experienced it and others have too.

I've been trying to convince service that there is a bug in the mirror fold system for years. The mirrors often unfold on their own when the car has been parked in the garage for more than 24 hours. Sometimes it happens less than 24 hours, but usually more. the behavior has changed a little over time, but they still unfold.

Here the nearest service center is about 40 miles away and is a pain to get to. It's also way over capacity. They expanded to a new location a few years ago and the SC maxxed out in less than a year. Ranger service is good if the problem qualifies, but some things need to be dealt with in the shop. Also communicating with service is a pain.

Service is Tesla's biggest draw back. Not enough of it, communicating with them is not easy, and sometimes things don't get fixed. Overall I'm happy with my car and it's been a very good car. I just dread having to deal with anything service related.
 
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#100
wdolson said:
I've been trying to convince service that there is a bug in the mirror fold system for years. The mirrors often unfold on their own when the car has been parked in the garage for more than 24 hours. Sometimes it happens less than 24 hours, but usually more. the behavior has changed a little over time, but they still unfold.
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My bug is the lights in the trunk.

When the car is asleep and I open the trunk via the latch over the rear license plate, the trunk remains dark.

Only hack: close the trunk and then reopen it (as the car will now be awake).
 
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