Basically, I was really struggling to get any support from Tesla regarding my Gen 2 wall charger... I knew it was less than 4 years old and should be covered under warranty. The Tesla support team did not help me get this resolved and I had to resolve it myself - They were completely jerking me around on the appointments and messaging through the app… see below:
Now that I have finally gotten my Gen 3 charger installed and managed to reach someone by phone in the warranty dept, they are telling me that I have to hire an electrician to come and put it back on, so they can test it to ensure it’s faulty… Which of course means I would then have to hire him AGAIN to put the proper one back on as well. The electrical bill will cost as much as the charger.
After 5 days without a charger and a complete runaround from the service team, I had to deal with this problem and I did. I understand (now) that they needed to conduct a test with it still connected to determine if it is faulty (even though literature everywhere indicates a solid red light means internal failure) but I feel as though the service team has failed me in and left me hanging without the means to charge my 2 Teslas. I suppose that after spending $200K I hoped for better service than this. And now I am on the hook for a new charger when the old one was still under warranty.
I want to reach out to someone higher up the food chain. I don't suppose anyone on here has any contact with someone higher than a service rep?
- Mar 1 sent Tesla a request for service through the app to repair/service my wall charger- They accepted the request but told me I had to wait for parts (I assumed this was a new charger)...
- Mar 2nd they messaged me that my appointment had been pushed until much later in March told me I had to go to a service station to get this dealt with rather than an onsite visit. I told them that I commute with 2 teslas and that I could not be without a charger for so long... So Tesla moved up the appointment and told me the parts were in stock in a different location but I would have to go there... Also a service bulletin was requiring me to go in person to their location… I asked what this was and what it had to do with my wall charger and could I please speak with someone on the phone as I was desperate to get my charging situation sorted… They responded simply that it was regarding my HVAC (which I had never spoke to them about) and did not mention the wall charger issue at all.
- Mar 4 I sent another message asking what this HVAC business was about and what is going on with my wall charger? No response on the 4th.
- Mar 5 They responded saying this bulletin was “added” to my visit and was regarding the heating and ventilation. I responded AGAIN asking what do I have to do to get my wall charger repaired? They then finally gave me the email address for the wall connector support team… So I emailed them and asked them to help with my situation (I still have not heard back from them). Out of desperation, I ordered a new wall charger and had it installed (again, I don’t live in the city so getting electricians out is costly).
Now that I have finally gotten my Gen 3 charger installed and managed to reach someone by phone in the warranty dept, they are telling me that I have to hire an electrician to come and put it back on, so they can test it to ensure it’s faulty… Which of course means I would then have to hire him AGAIN to put the proper one back on as well. The electrical bill will cost as much as the charger.
After 5 days without a charger and a complete runaround from the service team, I had to deal with this problem and I did. I understand (now) that they needed to conduct a test with it still connected to determine if it is faulty (even though literature everywhere indicates a solid red light means internal failure) but I feel as though the service team has failed me in and left me hanging without the means to charge my 2 Teslas. I suppose that after spending $200K I hoped for better service than this. And now I am on the hook for a new charger when the old one was still under warranty.
I want to reach out to someone higher up the food chain. I don't suppose anyone on here has any contact with someone higher than a service rep?
