We had the similar experience from Costa Mesa CS. Worst service ever....
We took delivery with several deep scratches, a body panel issue, no Enhanced Auto Pilot, and a speaker that rattles at higher volume. After telling our Tesla rep that we would like to refuse delievery, their service manager came out to tell us they would “take care of our concerns” through a scheduled services on 9/26 (five weeks after delievery) with a loaner car while it was serviced. We took the car, unaware of all the support issues Tesla is experiencing.
I took care of the Auto Pilot issue via phone support, five days of wait time, and a software push. However, a week before the service, they sent me an emailing canceling due to capacity issues and stated that they would contact me at a later date when they could take us in for service. I immediately wrote a letter and escalated to executives and immediately heard back from David Cohen in Tesla Customer Serivce Norway with an apology and an offer to escalate with Regional Managment in Costa Mesa.
Never heard back from Costa Mesa, so I began calling the service hotline I used to resolve our AutoPilot issue. The kid that answered the phone in the Utah service center was very apologetic as well, and offered to call the Costa Mesa leadership team and resolve the issue. Within two mins of hanging up with him, I received an email stating there was nothing he could do. So...agian I wrote David Cohen in Norway and copied in all of the corespondence I had received from Costa Mesa and Utah. David once again he apologized via email and offered to communicate with regional leadership to make sure my schedule service would take place.
Two days before service I received a text message stating my service was confirmed, but they did not have a loaner car for me and that they would offer me “Lyft credits” to use while the car was in service. Once agian I copied everyone in on the thread addressed to David Cohen, but this time tied in my lawyer who I had previous discussed my concerns with. In the letter, I expresed my interest in a dealer buy back if they were unable to fulfill their committed obligations at time of delievery.
The next day, I received a call from Costa Mesa from Melissa (i think) stating she had been told that we wanted to return the car we had for a new one and it had been approved. She just needed to see how long it was going to take to build out. I was beside myself at how unorganized they were and explained that their lack of internal communication was out of control. I explained we had no interest in a new VIN since registration and plates had already been delieved and insurance was already tied to this VIN. I explained everything in detail and told her all we wanted was the original issues resolved. She apologized for the communication and assured me everything was resolved...
We showed up on the 26th, waited in line to deliever the car, and we’re immediately denied service. I just about yelled my head off to the poor kid at the service center and screamed to get a manager. They finally got their act together, connected the dots and profusely apologized. They then provided us a 2016 Model X as a loaner and stated they would contact us within three days with status.
...That was on the 26th. The app showed the car was in Pomona within two hours of our drop off. They clearly drove it there, because our milage went up about 30 miles since drop off. They disabled mobile access the next day, so we have no idea where the car is now. We got an update last Wed stating they would provide an update Friday. Haven’t received any communication since...Wed will be two weeks.