I love Tesla vehicles but the customer service is horrible. I just bought my second pre-owned Model S from a local dealer and trying to get an ownership transfer has been a horrible experience. I sent in my documents per the ownership transfer instructions and waited a few days, nothing but crickets, no email confirmation or anything. Again there is no way to speak to a live person for support anymore so I initiated a chat session. The rep responded after about a 30 minute wait and verified that my documents were received...great! Then was told that it takes 3 business days and should done no later than the end of last week...ok I will wait, asked for a copy of the chat transcript and that was emailed promptly.
So after 5 business days passed I followed up again today via chat, another 35 minute wait, engaged another rep and was told again that the transfer was processing and would take another 3-5 business days because they have a lot of volume, many requests, etc.
I then asked if there was anyway to escalate because without access to the app I can't schedule service or use any of the cool app features, and worse is that I can't disable mobile access so for all I know the previous owner can still access the vehicle remotely, view my location, etc., not cool! I expressed my dissatisfaction and asked for a copy of the transcript but was told it was against company policy...but wait, the last rep sent one? Another example of inconsistent handling of customers.
After that the rep just disconnected the chat session abruptly, wow.
So after 5 business days passed I followed up again today via chat, another 35 minute wait, engaged another rep and was told again that the transfer was processing and would take another 3-5 business days because they have a lot of volume, many requests, etc.
I then asked if there was anyway to escalate because without access to the app I can't schedule service or use any of the cool app features, and worse is that I can't disable mobile access so for all I know the previous owner can still access the vehicle remotely, view my location, etc., not cool! I expressed my dissatisfaction and asked for a copy of the transcript but was told it was against company policy...but wait, the last rep sent one? Another example of inconsistent handling of customers.
After that the rep just disconnected the chat session abruptly, wow.