I' ve had 2 Model S's and in total have driven them for 5 1/2 years. I've loved them and have been an enthusiastic owner and advocate for the company. The service here in S Florida has always been exemplary and I have bragged about it to my friends with other cars. But that has all changed. I live halfway between 2 service enters, each a 40 minute drive for me. Taking my car in to the center is a 2 1/2 hour experience for me. But I've never had to do that, as Tesla has always either dropped off a loaner and brought my car back once it was fixed, or did the repair onsite via Tesla Ranger. I recently had an issue where the car would not complete a software update and they actually had to replace the windshield and front facing camera/rearview mirror assembly. My service agent informed me that they "no longer provide loaner cars" and that I'd have to bring my car in. Well, I told her that when I bought the car, I was promised the type of service that I describe above and would not accept a change to that during the course of this lease. If I get a 3rd Model S when my lease expires in 8 months, we can discuss what service comes with it at that time, and if they want to offer a lower level of service to me, I will shop Audi, Porsche and Jaguar's e-sedans. But for this lease, they must provide that higher level of service. Guess what happened? Seems they do have some loaner cars and some discretion as to when to offer them. So they picked up my car, dropped off a loaner and it was like old times. You just have to insist, which is still PITA poor service, but at least I can still get what I was promised.
One other issue is calling them. During normal business hours, the West Palm Beach service center would not pick up the phone, it kept going to voice mail, and their mailbox was full. When I called national, they kept transferring me to WPB, and the same thing happened. They want us to use email and their online chat, or the app, to initiate service requests. I'm sorry, that's just poor service. I want to talk to someone. Sometimes their are nuances that you want to explain or questions that you want to ask. I used email and got a callback and explained the issue to them with this new lower level of service. I explained that this might be OK for a 40k car but not for a 100k Model S car. The solution was that the service agent, who is very nice and kind, gave me her mobile number. I'll try that next time.