I'm going to bump this thread to report a positive service experience this week in Fremont.
First, I'd been pleased to get a call from a service rep the evening before. We went through my "concerns". I won't muddy this thread with those: see
Software update failed, “Contact Tesla service” if you're interested.
Next, the loaner was a Model S 75D — from Enterprise so no AP or TACC, but still much better than ICE. I always seem to get ICE loaners.
Finally, they fixed the problem quickly. I'd been told by phone support, mobile service, and service reps that I should expect a wait of 3-5 days before a tech could start working on my car. But five hours after I dropped off the car, I saw an app notification from a successful software update. That meant they were already working on it, and one of my problems was fixed. I had a hunch it would fix the other problems too, and that hunch was right. The next day a text told me that I could pick up the car, just over 24-hr after I'd dropped it off. The quick turnaround was a very pleasant surprise. Maybe because it's the week after a major holiday, so maybe the SC is less busy than normal?
Anyway the problems with my vehicle seem to be fixed, and faster than expected. So overall I was pleased with the experience.
Of course there were some minor disappointments too. Opportunities for improvement, right? And I learned some tips that might help others visiting this SC.
- The SC entrance at 1220 Page Ave isn't on Page Ave. It's on Kato Rd, just past Page. Ironically the car navigation gets this wrong.
- Things were pretty disorganized in the service center parking lot. Just across the bay, the Santa Clara SC does a much better job of lining up new arrivals and separating customers from their vehicles. Maybe rotate some staff around, to spread know-how? I also think it would help to have signage directing loaners to the south side of the parking lot, so they'd be separated from the service arrivals on the north side. I finally just parked myself near the entrance, at one of the chargers under a sign reading "authorized vehicles only".
- Things were pretty disorganized inside, too. There are no signs to tell arriving customers where to wait for a service rep (tip: wait at the desks inside the service area, not in the lounge). After the service rep talked to me, he put me on a list for a loaner. But he didn't tell the loaner folks he'd done that. So nothing happened for 15-20 minutes, when I sorted it out. This desk is inside the lounge, so make sure they know you're waiting for a loaner.
- Enterprise loaners don't have TACC or AP. I thought about calling roadside assistance to ask for a trial, but didn't get around to it before my car was ready.
- Tesla sent me a text the same day, which told me to expect daily updates. But I never received a status update. That missed a great opportunity to send me good news, since they finished a software update before the end of the day.
