Tesla Service is infuriating

[SUP THO]

Make sure when you set up the service appointment in the app, you check the multiple issues (you can select more than one item - you will have to describe the issue, and upload supporting pictures/videos if you have them, and then, depending on the issue, tell the exact day/time the issues occurred so they can go through logs).

Well, I dropped it off, and they said they'll keep it overnight now to look at the air suspension and keyfobs (shudder will need to be a new ticket). Luckily, the wife won't be going anywhere, so, if I need to head out, I'll use her car... They didn't even offer or mention the Uber credits.

Thanks for the pointer. Didn’t realize you can select multiple issues through the app.

 

[mjptech]

Thanks for the pointer. Didn’t realize you can select multiple issues through the app.

No problem, just helping out..

wait for PhilDavid to mark my posts with a disagree, though..

 

[Only Trons]

Concur that service quality has significantly decreased since the early days. I own an S and X, both purchased new. The 2013 S was delivered at Rockville MD and the 2016 X was delivered at Tysons Corner VA. I also agree that the app, while not "worthless", is much less than "useful." And it is not possible to get anyone to answer a phone or answer an email -- if you can even obtain an email address.

I just had my S in for some maintenance --- include a charging issue that, in my opinion, Tesla refuses to address --- they say it is "normal" or my battery just needs to be rebalanced. I explain all that I've done and it's like I'm talking to the wall.

And look at this photo --- it is my Model S after returning home from the most recent service about two weeks ago. I always walk around the car when I pick it up to note any damage. But I don't open the frunk --- after all, why should I? I returned home -- fortunately only about 5 miles away from the SC -- and opened the frunk in order to replace the things I normally carry there. All interior frunk trim was missing! In addition, there were two part boxes inside -- one was a pyro fuse and the other was a fuse holder of some sort. I'm not sure, but there might have been some thought that parts of my battery / charging system needing repairs, so these parts were ordered. But then it seems they decided my car was "normal". Anyway, I had to drive back to the SC. And of course, you can't speak with anyone because all the doors are locked due to coronavirus distancing. I tried using the web link to contact them, but it simply sent an auto-responde saying that my car service was complete and I could pick it up. I finally found a technician moving a car into the parking lot and I showed him the frunk, and asked if someone could come and fix it. It took them 20 minutes or so to even acknowledge me. While they put everything back in place, no one could answer my question about (1) why they still don't believe the battery/charging system is not working correctly; and (2) why (why why why why) would a service technician close the frunk and NOT see that parts were missing?

 

[ek993]

Dropped my car in for service today - was surprised to get a Model X loaner so it seems the "no loaner" isn't policy or across the board. SC was Mt Kisco, NY

 

[n.one.one]

I had mobile service come to my house today and it was a great experience. No complaints from me.

 

[mjptech]

So, a follow up to my service appointment last week - they ended up not doing anything (e.g. the promised touchscreen replacement didn't happen). I picked it up from them on Thursday (as it's tough arranging/scheduling when both parents have to work from home and also take care of the baby), so, they had it an extra day. Anyway, they said to report any more occurrence of the issues to them, and they'll check it out.

Well, sure enough, yesterday - air suspension error again...

So, have made another appointment... And more than likely still no loaner available, not going to use Uber, and have to let the wife know I've made a new appointment...

 

[SUP THO]

And more than likely still no loaner available, not going to use Uber, and have to let the wife know I've made a new appointment...

Perhaps the loaner issue is isolated to your dealership?

I went to my first service appt last week and had a pleasant experience. It was contactless with the service advisor -- we did all of our communication over the phone before, during and after the fixes. I was offered a loaner (TMS) and they told me that the loaner was sanitized before I entered the car. This was in Tesla of Burlingame and although they couldn't do a drive with me in the car to diagnose a rattle, I was overall impressed with the service.

It sounds like mixed experiences based on the service center you go to.

 

[ek993]

Just picked up my car from SC. In less that 24 hours from drop off to me picking up the following was carried out.

- HW3 installed
- MCU yellow border fixed
- Creaking noise from suspension fixed

Service was efficient, got a loaner X and also got called during the day yesterday from the service advisor to update on the status of the work and a call this morning to confirm everything was done and to go over what they did. All in all an excellent experience from Mt Kisco

 

[forkee]

experiences even vary at the same service center. i used to get a loaner every single time, first through them and then through enterprise. Even enterprise would run out of Teslas and loan out ICE cars. gone are those days. they just haven't scaled up resources for the increased number of owners since the 3 made Teslas mainstream. now it's all about uber credits. $100/day is not bad. enough to get me chauffeured around in an uber black every day. but i can see how it's not enough for others or not even feasible. if they suspect to have the car in service for longer than a week, there is a high chance to get a loaner but still results may vary per visit. the current situation with covid just messes things up even more. good luck

 

[Brahane]

I had mobile service come to my house today and it was a great experience. No complaints from me.

I have mobile service scheduled for Thursday, looking forward to seeing how that goes

 

[SabrToothSqrl]

How is $100/day less expensive than loaner cars?

 

[gavine]

How is $100/day less expensive than loaner cars?

Loaner car is a somewhat fixed cost. Most people aren't going to use the $100 daily. Plus, less paperwork with the Uber credit vs. rental or loaner.