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Tesla Fremont Service Center Relocation

Discussion in 'Tesla, Inc.' started by FlatSix911, Jun 20, 2018.

  1. FlatSix911

    FlatSix911 Porsche 918 Hybrid

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    Silicon Valley
    • Informative x 2
  2. California85D

    California85D Member

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    Sep 15, 2015
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    California
    Was here today for service. They were horrible to deal with. In 3 years of ownership the service in Fremont has really gone down hill.
     
    • Informative x 1
  3. patrick40363

    patrick40363 Member

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    What does that mean?
     
  4. mblakele

    mblakele pre-jackpot member

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    Mar 7, 2016
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    Location:
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    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.
     

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