I spoke to the live chat feature on Tesla's website about a week ago and they said my car was ready for the HW upgrade, but when I texted my service center today they said no and to try again in 4-5 weeks. What should I do?
It means you are eligible, but the SC does not have your computer yet. Try again in 4 to 5 weeks. It helps if you have another service requirement. I got mine just this week, when my 12v battery failed. Unrelated, but it was going in anyway.
Was yours HW2.0? I've had another service requirement (that they know about) but I've been pushing off taking it until I can do the upgrades.
It's called a run-around. I would make a second attempt. In my experience Tesla often appears to be non-responsive but that is often poor or disjointed communications. I would believe the service center over chat, and request another appointment.