Yea, I've been waiting to hear back about my replacement hood for months now. I bought a brand new Model X in July. It was delivered with a number of issues, but one of them on the due bill list they have not fixed yet, which is related to my hood. There are 3 indentations in the hood from manufacturing defects, and the service person said they don't see any issues, but it is definitely noticeable in certain angles. They took it in and all they ended up doing was marring up the hood paint. There are now swirls all over, and they told me they would get me a new hood. Last I heard it was in the body shop being painted in September, but I haven't heard back from Tesla Burlingame ever since and I've emailed and texted them, and scheduled a separate mobile service to try to get a hold of them. I've been wanting to ceramic coat the car, but have been waiting for the replacement hood first. Still haven't heard from them yet and not sure what I can do...
Yikes, this is a pretty negative thread. These stories seem awful. My experience with the Tesla mobile service here in North Carolina was super. The tech was super knowledgeable and answered all kinds of questions I had. My previous service experience has been with Chevrolet (awful about scheduling) and Toyota (they try really hard but you won't get to talk to a mechanic). Recently I've taken a Mercedes (B-class electric) in for service and they really do seem to try harder. Everyone from the guy opening the door to the salesmen and service advisor were really nice. Twice they've dragged over the mechanic from the shop area to answer questions.
If that's what you're used to, then I can see how you'd be really burned up at these Tesla experiences. I think Tesla is still undecided on whether the mobile thing is the answer or beefing up conventional service centers. From these stories it sounds like they need to make up their mind and get on with it. Elon is a really smart guy. Hopefully he'll focus on this like he said he would.
But let's cut the newest US car company in 100 years a little slack and hope for the best.
It does not help the share price as is costs thousands of sales and considerable bad PR.
You can see from the last quarters earning, overall sales dropped 39% in the U.S. during the third quarter, the company is seeing robust growth on “services and other” revenue. "Service and other" is basically them screwing us by charging us on something that should be fixed by warranty. Or calling it "within specs" and not attending to it.
Tech is great...until it fails. I heard they had issues when they first rolled it out. My experience was within the last month until yesterday. Seems they fixed it.Sounds like you had an ideal tech experience.
warning frustrated rant follows.
I can only relay my experience, not speaking for anyone else. When I had to schedule an appointment, the iPhone app didn’t work, iPad app didn’t work, Always some server error, or the app just crashes. The web page scheduler, similar thing, it errors or just hangs. Half the time the web said, use the phone app, Because the web server is under maintenance. Tried texting, got the ‘this text isn’t monitored’ response. When calling, the voicemail box was full, all week. That’s after sitting on hold for a voicemail box!! Oh the automated phone system hung up on me a couple times, computers are rude. Emailing, no response. I used the feedback form to let them know the web, phone, text and app don’t work. No response there either. Finally get the web to successfully accept a schedule 2 weeks of attempting daily. Yea! 2 weeks out for an appointment. Text comes in, they need to order parts, I’m reschedule a week out, Text day before, states they have all the parts, make sure I arrive on time, I get Uber credit, great. Start driving to the SC, Got a text, Do not come to the SC! we don’t have parts, they need to reschedule. Tesla canceled my appointment, text saying they will notify me if they get parts. No need to contact them, they will contact me with a new appointment. A week goes by, no contact. I send emails, voicemails, texts. Nothing. Can’t respond on the app because they canceled it. I finally get an email response saying they had parts for awhile, someone was supposed to tell me to create a new schedule in the app. They can’t reschedule, have no idea why someone texted they could Or how they did it before. The app worked this time, but of course the app can’t hold more than a few items. Character limit. I had 5 or 6 issues to report. Only can squeeze 4 in before it stops letting you type.
Oh, they had no idea why the system told me I get Uber credits, they use enterprise rentals. But gave me a real loaner for my trouble.
they fix stuff, I check what they were supposed to do and go.
What’s more frustrating, is that there is no way to get ahold of them after the service is over if something isn’t right. Let’s say I get home and notice they mistakenly put a wrecked vehicles rim and wheel on my car. The SC is closed at this point. The app appointment ends. The texts no longer go to them, after the ticket closes, or so they claim. I leave a voicemail, not returned. I was able to schedule a mobile visit for 2 weeks out!! Included pics of the bad wheel. After 4 days of no response, I take off work and drove back up there, they apologize they lost my wheel. they order a new one to give me, but while doing that found my wheel and put it back on. I thought all was good. They cancel/close my future appointment.
oh and then I noticed my Tesla leaking oil, from a faulty repair. Took me a week to realize, yes, Electric cars can leak oil, but that’s on me. Slow drip at first, then big puddles. I texted, left a voicemail, email and Schedule with pics of the huge oil spills, another appointment, 3 weeks out, no options for leaking oil, nor follow up issue related to a recent visit option. No way to talk to someone and ask if this is urgent, is the car safe to drive, etc. Someone looked at my appointment, and pushed it out another day farther. Sent a text saying a new later date. I got a feedback survey on my experience. No sooner than I submitted this, I got a text saying come in ASAP for the oil leak, we need to fix it right away.
I have had much worse SC visits, but in the past I could talk real time with someone. The phone was always faster, and they would validate concerns better than text or email. I don’t mind embracing good technology, but Working in the tech field myself, I know when a company is using shoddy tech to cover up cost cutting vs improving the experience. I just need my car fixed when it’s broken. </Rant>