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Tesla Service in Australia - getting nowhere

2022 Model 3 RWD
v2022.40.4


Wanted to share my experience with the Tesla Service offering here in Sydney and get some thoughts too, as I'm not getting anywhere with Tesla and after half a year of cancelled appointments and no communication, I felt I needed to say something.

In June of this year, the liftgate chime of my Model 3 developed a fault, as the power trunk closed it's tone was muffled, it later stopped working entirely, with no sound as the boot lowers.

I reached out to Tesla, provided the details of the fault and scheduled a Service Appointment for July, a part was on the way, everything was on track.

Tesla called me at 6pm the night before my appointment advising that they do not have my part in stock and I will need to reschedule the booking. After taking leave from work, I cancel, the appointment is rescheduled.

As the next Service date approaches, I reach out to Tesla on the Service app and confirm the required part is in stock, all is good, Tesla confirm they have the parts for the repair.

Wary of my past experience, I decided to call the day prior to confirm again that the part is in stock. Tesla say there's been a mistake and they actually don't have any of the required parts. The appointment is cancelled again.

The next appointment date approaches that Tesla Service re-booked. Once again, I reach out to confirm parts are in stock...messages go unanswered, getting nowhere communicating via the service app I call Tesla, the phone team are helpful, but don't have any answers - they say someone will return my call.

I receive a message via the app two days later - they've just found out they never actually ordered the part, but it's now on it's way and will arrive within three to four 'wheels' time. I was confused too, but I remained hopeful...we reschedule again.

Further checks for an update go unanswered, I finally get a reply, but now being now addressed by a completely different name - "Peter", anyway the parts should arrive next week (September), I remain positive.

The next appointment approaches, I check in to make sure we're all good - received no response on the app, so I called Tesla Customer Service, someone will get in contact, they do, but I'm advised they don't think they have the part, but are unable to confirm because "the parts guy is out sick"- I'm advised to reschedule again.

More weeks pass and today's appointment approaches, received the automated confirmation yesterday, all is looking good. I take the morning off work and am on the way to Tesla. Half way there, I receive a message via the Tesla app, the appointment is cancelled, they don't have the part.

Tesla suggesting I check the new booking date in the app.

Tesla have now chosen the next date to be December, almost six months later the saga continues.

Does anyone have any suggestions how I can get my Model 3 fixed?

The Model 3 is a great vehicle, I love it, but not being able to source any parts when things go wrong is becoming a huge issue.

I'm fortunate I can still drive the car and it's not a critical part, but when things go wrong it seems close to impossible to source replacement parts for a vehicle that's less than one year old.

I wanted to share this experience and put this out there for others considering a Tesla, any after-sales support is proving near impossible, when and if something does go wrong.
 

ICUDoc

Active Member
May 19, 2015
1,847
1,383
Sydney NSW
Sounds like a bad run, mate, sorry to hear.
I have had Model Ss since 2015.
Only needed three visits to service, all went smooth as silk.
I have had all services on North side of Sydney, so maybe it's different elsewhere
I wanted to share this experience and put this out there for others considering a Tesla, any after-sales support is proving near impossible,
 
2022 Model 3 RWD
v2022.40.4


Wanted to share my experience with the Tesla Service offering here in Sydney and get some thoughts too, as I'm not getting anywhere with Tesla and after half a year of cancelled appointments and no communication, I felt I needed to say something.

In June of this year, the liftgate chime of my Model 3 developed a fault, as the power trunk closed it's tone was muffled, it later stopped working entirely, with no sound as the boot lowers.

I reached out to Tesla, provided the details of the fault and scheduled a Service Appointment for July, a part was on the way, everything was on track.

Tesla called me at 6pm the night before my appointment advising that they do not have my part in stock and I will need to reschedule the booking. After taking leave from work, I cancel, the appointment is rescheduled.

As the next Service date approaches, I reach out to Tesla on the Service app and confirm the required part is in stock, all is good, Tesla confirm they have the parts for the repair.

Wary of my past experience, I decided to call the day prior to confirm again that the part is in stock. Tesla say there's been a mistake and they actually don't have any of the required parts. The appointment is cancelled again.

The next appointment date approaches that Tesla Service re-booked. Once again, I reach out to confirm parts are in stock...messages go unanswered, getting nowhere communicating via the service app I call Tesla, the phone team are helpful, but don't have any answers - they say someone will return my call.

I receive a message via the app two days later - they've just found out they never actually ordered the part, but it's now on it's way and will arrive within three to four 'wheels' time. I was confused too, but I remained hopeful...we reschedule again.

Further checks for an update go unanswered, I finally get a reply, but now being now addressed by a completely different name - "Peter", anyway the parts should arrive next week (September), I remain positive.

The next appointment approaches, I check in to make sure we're all good - received no response on the app, so I called Tesla Customer Service, someone will get in contact, they do, but I'm advised they don't think they have the part, but are unable to confirm because "the parts guy is out sick"- I'm advised to reschedule again.

More weeks pass and today's appointment approaches, received the automated confirmation yesterday, all is looking good. I take the morning off work and am on the way to Tesla. Half way there, I receive a message via the Tesla app, the appointment is cancelled, they don't have the part.

Tesla suggesting I check the new booking date in the app.

Tesla have now chosen the next date to be December, almost six months later the saga continues.

Does anyone have any suggestions how I can get my Model 3 fixed?

The Model 3 is a great vehicle, I love it, but not being able to source any parts when things go wrong is becoming a huge issue.

I'm fortunate I can still drive the car and it's not a critical part, but when things go wrong it seems close to impossible to source replacement parts for a vehicle that's less than one year old.

I wanted to share this experience and put this out there for others considering a Tesla, any after-sales support is proving near impossible, when and if something does go wrong.
The reason why no spare parts is because they are too busy making new cars and I don't think they've figured out that they should have inventory for repairs.
 
  • Funny
Reactions: M3BlueGeorgia
Sounds like a bad run, mate, sorry to hear.
I have had Model Ss since 2015.
Only needed three visits to service, all went smooth as silk.
I have had all services on North side of Sydney, so maybe it's different elsewhere
Thanks mate, it hasn't been too good, I've been booked at Alexandria throughout, so maybe can see if things are any different at Chatswood.
 

moa999

2020 3 SR+ MSM
Mar 4, 2020
2,587
2,799
Sydney, AUS
Does seem strange.

I wonder if the part is in the same bundle as the video coax cable that has been subject to recalls on older models.

(Tesla has been pretty slow on this recall)
 
Does seem strange.

I wonder if the part is in the same bundle as the video coax cable that has been subject to recalls on older models.

(Tesla has been pretty slow on this recall)
I've been waiting months for this. Don't expect it to be fixed at least by the end of the year
 

meloccom

Moderator Aus/NZ
Moderator
Feb 11, 2008
2,875
2,131
Sydney Australia
I am waiting on a part for one of my door handles. I got them to create a request for part supply only and they keep moving the appointment forward each time the appointment comes near when the part supply only status makes them check for the part.
Once the part is in your hands you can log a request to install.
Just a suggestion 🤷🏻‍♂️
 
I am waiting on a part for one of my door handles. I got them to create a request for part supply only and they keep moving the appointment forward each time the appointment comes near when the part supply only status makes them check for the part.
Once the part is in your hands you can log a request to install.
Just a suggestion 🤷🏻‍♂️
Sounds like an idea. Just imagining how much worse this would be if it was a critical part.
 

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