IMO and based on two service and warranty visits Tesla Park Royal is the most uncaring and non-responsive motor workshop I have encountered in a lifetime of car ownership (Bentley, Nissan GTR, Audi and Mercedes). The specific cause of this post is their failure to reimburse my Uber receipts that was promised for my last visit to get the failed heater in my Model X replaced. On an earlier service visit I was offered an Uber voucher and that ended badly when Uber not only took the voucher but also charged my card and refused to refund the double charge. When I complained to the service manager at Park Royal I was told bluntly "Oh yeah we know that's an issue" but nothing was done about it. I then left a very critical review in response to their standard "rate your service visit" e mail but no one followed that up. Now they have ignored two emails from me asking for the enclosed Uber receipts to be refunded after having offered me the option of an Uber voucher or to just send the receipts and they would refund. When a business suffers from this type of malaise it's usually the person in charge of the branch that is to blame for failing to manage the staff properly so that they get away with this terrible level of customer service. To try to gauge how useless they are I also posted this on Google to see if they noticed it and refunded my Uber receipts but so far nothing. Anyone else "enjoyed" their customer experience at Park Royal?
Tesla Park Royal
- Thread starter Pablodog
- Start date
IMO and based on two service and warranty visits Tesla Park Royal is the most uncaring and non-responsive motor workshop I have encountered in a lifetime of car ownership (Bentley, Nissan GTR, Audi and Mercedes). The specific cause of this post is their failure to reimburse my Uber receipts that was promised for my last visit to get the failed heater in my Model X replaced. On an earlier service visit I was offered an Uber voucher and that ended badly when Uber not only took the voucher but also charged my card and refused to refund the double charge. When I complained to the service manager at Park Royal I was told bluntly "Oh yeah we know that's an issue" but nothing was done about it. I then left a very critical review in response to their standard "rate your service visit" e mail but no one followed that up. Now they have ignored two emails from me asking for the enclosed Uber receipts to be refunded after having offered me the option of an Uber voucher or to just send the receipts and they would refund. When a business suffers from this type of malaise it's usually the person in charge of the branch that is to blame for failing to manage the staff properly so that they get away with this terrible level of customer service. To try to gauge how useless they are I also posted this on Google to see if they noticed it and refunded my Uber receipts but so far nothing. Anyone else "enjoyed" their customer experience at Park Royal?
Jason71
Active Member
Let's not be unfair to Park Royal.
From what I read here some of the other Service Centres are equally as bad or worse.
From what I read here some of the other Service Centres are equally as bad or worse.
Drew57
Member
navt
Member
I believe someone said to reimburse OP for Uber ride of second service and voucher issue was his first service
I do think this is the really sad part about Tesla. It reminds me of
It’s cultural not personal. The staff don’t seem empowered and so can’t take responsibility. They try once for one customer, get nowhere hand over the problem to California. Then either a decision isn’t made, doesn’t get back with an answer, can’t solve the issue, or has too many open cases so it’ll take days or weeks to resolve, or worse they say ‘no’. That or they have so many cases they just have to move on and can’t spend time on one tricky case. Customer Services agent gives up next time. Learned behaviour= easier to fob off the customer.
If Tesla wanted to be customer focussed it could. They probably see much of this as a ‘waste’ to be eliminated I.e. let’s spend our time not arrive at that scenario rather than let solve the customer’s problem. Burn through a few customers to get to a happier place. It’s a short term strategy that isn’t sustainable in the medium term.
Tesla should remember it won’t realise it’s vision without customers. Re-evaluate priorities: No customers = no car sales.
It’s cultural not personal. The staff don’t seem empowered and so can’t take responsibility. They try once for one customer, get nowhere hand over the problem to California. Then either a decision isn’t made, doesn’t get back with an answer, can’t solve the issue, or has too many open cases so it’ll take days or weeks to resolve, or worse they say ‘no’. That or they have so many cases they just have to move on and can’t spend time on one tricky case. Customer Services agent gives up next time. Learned behaviour= easier to fob off the customer.
If Tesla wanted to be customer focussed it could. They probably see much of this as a ‘waste’ to be eliminated I.e. let’s spend our time not arrive at that scenario rather than let solve the customer’s problem. Burn through a few customers to get to a happier place. It’s a short term strategy that isn’t sustainable in the medium term.
Tesla should remember it won’t realise it’s vision without customers. Re-evaluate priorities: No customers = no car sales.
Sean.
Member
Just to post my frustration with the utterly appalling (non) “service” from Tesla Park Royal....I have been waiting around 7 weeks for parts to repair the non opening (from outside or screen) on my MX drivers door. Dukes of Hazard style entry gets pretty tiresome, several times a day, every day.
My service appointments would be typically cancelled and postponed immediately the day before my appointment was due, due to lack of parts. This happened in serial fashion, on four occasions. Furthermore no one could tell me where the parts where in the process. Utterly frustrating, not a hint of an apology...
On my last service postponement I was offered another appointment deferred from 10 September until the earliest on 5 October....just a joke.
So I rescheduled from the app to an earlier appointment for 23 September at Heathrow (West Drayton) in the vain hope parts would somehow be magically become available in the meantime....
Cue another call from service advisor at Heathrow the day before my appointment. Here we go I thought, however the advisor was noticeably more engaged, he asked politely if I had unintentionally rebooked service at WD as the visit and parts were booked to PR previously. So I explained the saga.
Errrm this is where it gets really embarrassing for Tesla. Turns out the parts needed are available off the shelf as a service “kit”. This is not an uncommon failure in the MX. The incompetent idiots at P/Royal were attempting somehow to order separate individual parts, rather than the service kit. West Drayton had two kits in stock on the shelf...The advisor at WD was shockingly apologetic that it had taken 7 weeks to resolve and admitted this wasn’t the first time P/Royal had totally dropped the ball.
The car was repaired in an afternoon and I could open my door again.
To Lawrence at West Drayton - many thanks for resolving this. To the dunder-heads at P/Royal well done for nothing.
My service appointments would be typically cancelled and postponed immediately the day before my appointment was due, due to lack of parts. This happened in serial fashion, on four occasions. Furthermore no one could tell me where the parts where in the process. Utterly frustrating, not a hint of an apology...
On my last service postponement I was offered another appointment deferred from 10 September until the earliest on 5 October....just a joke.
So I rescheduled from the app to an earlier appointment for 23 September at Heathrow (West Drayton) in the vain hope parts would somehow be magically become available in the meantime....
Cue another call from service advisor at Heathrow the day before my appointment. Here we go I thought, however the advisor was noticeably more engaged, he asked politely if I had unintentionally rebooked service at WD as the visit and parts were booked to PR previously. So I explained the saga.
Errrm this is where it gets really embarrassing for Tesla. Turns out the parts needed are available off the shelf as a service “kit”. This is not an uncommon failure in the MX. The incompetent idiots at P/Royal were attempting somehow to order separate individual parts, rather than the service kit. West Drayton had two kits in stock on the shelf...The advisor at WD was shockingly apologetic that it had taken 7 weeks to resolve and admitted this wasn’t the first time P/Royal had totally dropped the ball.
The car was repaired in an afternoon and I could open my door again.
To Lawrence at West Drayton - many thanks for resolving this. To the dunder-heads at P/Royal well done for nothing.
Similar threads
