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Tesla Valet service goes POOF!!!

Discussion in 'Model S' started by MattOtt, Oct 23, 2015.

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  1. brucet999

    brucet999 Active Member

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    I just read my purchase agreement and there is not one word about service policies in it. The only mention of warranty policy is the statement that "you will receive the Tesla Motors Limited New Vehicle Warranty at or prior to time of Vehicle Delivery". So at the time of making the final purchase decision, OP had only the statements of sales staff and Tesla's online descriptions of Valet Service to rely upon.
     
  2. stopcrazypp

    stopcrazypp Well-Known Member

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    Right, which is why if his purchase of the car is 100% dependent on such service being available for the life of the car, he should have either gotten a separate contract that had that written or not bought the vehicle.

    I know if I were to buy a Model 3 and buying it was 100% contingent on having valet service available for the life of the vehicle, I would not be buying the car unless I had it written in a contract. Without that guarantee, I would assume that offer can always end if Tesla ever found it unsustainable to offer.
     
  3. supratachophobia

    supratachophobia Active Member

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    No joke, they did that because I'm 9.8 miles from service center.
     
  4. AmpedRealtor

    AmpedRealtor Well-Known Member

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    Saying things in hindsight is always easy. However, at the time I bought my car I was also under the impression that this would always be the case. I'm 50 miles from my service center so it's not a big deal for me to bring it in, which I normally do anyway, but as I said upthread, this does nothing to help Tesla's brand promise. To say that Tesla can do this and that legally because they didn't put this or that into the contract, etc., is missing the point. Many made decisions based on this availability early on, and when Tesla really needed the support, and when it was no longer convenient Tesla took it away. This leaves those who bought several hundred miles from their service center out in the cold, especially when they had been taken care of before but are now being told that it's going to cost $3 per mile.

    Regardless of whether it's legal or not, borrowing Elon's own terminology this is "uncool".
     
  5. stopcrazypp

    stopcrazypp Well-Known Member

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    Right, but given Tesla has done similar things way more than once (with zero indication they will ever change, esp. given it is well with their rights to do so), I don't get why people still expect things to be different. As it relates to service specifically, they have unilaterally changed the terms multiple times since the Roadster days (even the valet policy, when it was introduced, was a unilateral change itself).

    I definitely get that point, and I hope the local service manager would do something to set things "right" (or at least meet in between). The policy is "soft" so there is room for local service centers to do things different. However, my comment is in hopes to set different expectations in the future, so people won't be disappointed.
     
  6. gizmoboy

    gizmoboy Member

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    Companies change their policies over time all the time. They have to be able to, or they could be driven out of business.

    If you didn't have contractual obligation for this service to be performed, you were relying on an assumption that nothing would drive the policy to be changed, and that assumption turned out not to be true.

    I agree that it stinks, but it's neither illegal nor unethical to change policy over time in response to shifting market realities, or simply a desire to lose less or make more money.

    Customers will vote with their pocketbooks, and that may drive further policy change, but that's the market economy approach.

    The SC in my area is 24.8 miles from my house and 8.9 miles from my job, and that does introduce some complications if I were to care about valet service when I buy. Just another in the litany of things that is giving me pause in pulling the trigger on an MS.

    Tesla does seem to be showing a trend towards less and less extraordinary customer service over the past 2 years. I'm not exact.y sure where it's going to end up, but the trajectory is not comforting to me...
     
  7. FlasherZ

    FlasherZ Sig Model S + Sig Model X + Model 3 Resv

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    When it comes time for your next service appointment, call them, schedule it up, and ask for valet. If they tell you that you'll be charged, ask to speak to the service manager at the service center to get the clear scoop.
     
  8. davidc18

    davidc18 Active Member

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    +1 to this.

     
  9. SW2Fiddler

    SW2Fiddler Your concern. It's noted...

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    Sorry I'm no help. I scheduled a service visit and they OFFERED valet. It's ~24 miles to the SC doing the work.
     
  10. davidc18

    davidc18 Active Member

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    Right now the local service centers are saving Tesla corporate from itself. We really like the car, and want the company to succeed but they do seem to be doing their best to erase years of early adopter good will.

     
  11. Cyclone

    Cyclone Cyclonic Member ((.oO))

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    Agreed! Grandfather in current customers or give them a carrot to voluntarily give up the current benefit.
     
  12. Navyguy

    Navyguy Dreamer

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    So you buy an electric vehicle that is 100K that is over 160 miles to the nearest service center. that would be my first question. also 500 bucks if you are driving a 100K car I could only imagine and its new that warranty service happens once a year? also 500 bucks? sounds better than 2000 for what ever needs done. I am assuming the door handle was busted? quit yanking on the handle so hard. I kid. but yeah that does suck that they change stuff after a lot of people buy stuff. AT THE VERY LEAST those should be grandfathered in like those with verizon who had unlimited 3/4g still do even though they do not offer it any more.
     
  13. caps04

    caps04 Member

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    Considering I'm still living with 3-4 issues after 2 services (or maybe 3), this would be a deal breaker for me if I was far from SC, knowing what I know now about Tesla quality. I think a lot of us have stopped recommending the car or cooled off on promoting it enthusiastically the way we used to.
     
  14. Electricfan

    Electricfan Active Member

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    I bought 4 years of this plan with my 2013 Model S. But within a year they were trying to weasel out of it, even though I live in Houston, and not overly far from a service center (about 30 miles to the old one, now 15 from the new one).

    So this isn't strictly distance related - it was just a bad miss by Tesla, misjudging the cost of this offering. I'm glad they're still honoring yours.
     
  15. caps04

    caps04 Member

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    How exactly?
     
  16. Electricfan

    Electricfan Active Member

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    By asking me to bring the car in for service. I'd ask about ranger service or valet, and their response was "we don't have anybody available to pick it up" or "we don't do that anymore".
     
  17. bwa

    bwa Member

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    False advertising. It was bought with specific attributes. The OP's claim has been raised many times before, and obviously is a fast one Tesla pulled, immorally and illegally as far as I can figure out. My balanced opinion is:

    a. Tesla did wrong.
    b. While I wouldn't go through the lengths to sue them if this didn't represent an enormous hardship for me, I wouldn't be against others doing so.
    c. Having said (a) and (b), if I were such a customer (promised valet and far away that Tesla is trying to pull away), I'd still look for a way to "just deal with it" while trying to get Tesla to pay for their share of expenses anyway and still "try to find a way" to make things work out from my end.
    d. I absolutely support Tesla in changing the terms and specifications of NEW purchases of new or used Tesla's; a price change, in one way of looking at it (less product being sold at that end of it).
    e. Having said (d), a compromise I would suggest to Tesla is that they find a way to honor their original advertising for those it was current to and/or buy those people out at reasonable cost. The buy out would be some sort of option: hey, we noticed we dropped the bag, so we're offering you two options: (1) you can keep your free valet service for the life of the vehicle in your ownership (or whatever the original promise was on the website), for free, no further action on your part, and by the way here's the new toll free # to call for valet service for you, or (2) you can willingly surrender that option for $X bucks cash/check/whatever, effective upon your receipt of that money after you sign said agreement and send it to us. Also Tesla ought to take out any language that offers something to new customers that they don't intend to offer.

    This way, Tesla can make right. They would have some amount of buy-out perhaps, getting their liability books more laid out, and get a specified number of customers with valet service liability that they originally promised them. Obviously, Tesla realized they messed this one up financially, but that's their fault, and hey, if they put that extra amount of effort into making sure the valet customer vehicles have less overall problems (perhaps prevent more problems on those cars when in the SC, at the expense of the customers having to wait longer during services as well as more expense by Tesla on maintenance of those vehicles), then Tesla can minimize the valet cost, as well as get more data about how that particular preventative maintenance pans out. I bet the data they gain from this exceptional prevention would be immensely valuable to the quality control engineers at Tesla.

    So I think there's plenty of good solutions to this totally crappy problem. I'm an armchair observer, so don't expect any good actions out of my talking; just ideas for those who have action to make.

    I considered another option, but it doesn't work: I was thinking "hey, if Tesla gets Model III customers everywhere, they'd eventually get service nearer to those valet customers anyway, getting back into the decent cost zone". But the issue there is that Model III is still many years away (even if "many" is >1).

    - - - Updated - - -

    Yeah. So there it is, in writing. On the website.
     
  18. Andyw2100

    Andyw2100 Supporting Member

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    You raise some great points, especially this one.

    Assuming Tesla just has to have significantly better Service Center coverage by the time Model 3 comes out, the duration of this problem from their standpoint should be somewhat short-lived. There's less of a reason for them to be pulling the rug out from under existing customers. It would be one thing if Tesla viewed what they were doing as saving them x number of dollars times y customers over z years, where z could be something like six to eight. But if z is just one or two, I'd think that would change things pretty significantly.
     
  19. BozieBeMe2

    BozieBeMe2 Member

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    I agree with the OP. I am saddened and dismayed by the recent changes in "policy". In my location, the SC hasn't been built yet, so I must rely upon the one that is close to 100 miles away. Our car was delivered on Aug 10, this year and so far, has been faultless ! With the new changes, to what was already promised, I too worry that Tesla IS, a rich man's car.
    Until I have more solid proof that what I was 'sold', has been recinded,, I feel that I would be in error to recommend the Tesla as it was first recommended to me, in April of this year.
    And, yes, I still love this car!! But, I how do I know what is the truth, on what I was told??
     
  20. ROCDOC

    ROCDOC Member

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    Andy, you and I along with thousands of others are in the same boat. I, too, would have thought long and hard about buying the car so far from a service center. In my circumstance, it will cost me nearly $1000 for a valet fee for the yearly service that costs $600 to go to the Mt Kisco service center. Does anyone think this is reasonable, especially since we were led to believe that at most it would be a "small" fee. I can tell you that the employees at Mt Kisco thought the new policy was ridiculous. The only reasonable course of action for Tesla would be to grandfather all buyers before the policy change into something like the $100 fee. Hopefully a service center will pop up close.
     

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