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The decline of Tesla service

hollywood

Member
Sep 25, 2016
185
108
USA
I understand the car is amazing.

but it costs a fortune, and when spending that kind of cash, you expect a certain level of service.

I understand that sales are up, they are getting busy.

but when customer service is being sacrificed, someone has to call them out.

I was told late October delivery, then November, then for sure December 16, now "hopefully" it will be complete and on a truck Dec 28. It went into production November 9th. By that point, the Tesla credit check I ran when I placed my order expired and a new one would have to run with new higher rates/terms. OK, things happen, AP2 came out etc, I'm good.

The new delivery estimates came and went. The Delivery specialist never called me. 44 days in production and counting, and after all the emails and phone calls to my DS and the delivery team at Fremont (who never answer the phones, just goes to the answering machine EVERY time), all I get is that the car is "over half done". No details about what the heck is wrong with the car. Is it something major? Is it something minor? Nobody knows.

Now they are "offering" to send documents for me to sign without even seeing this car that is either flawless being in production for over a month and a half, or is hanging together by threads that I will be completely liable for.

Tesla is ramping up production with model 3 and more S and X, but how much more will their service suffer?

You want your car serviced? Plan on an appointment weeks in advance! There is no white glove service here. Sign the papers and get the heck off our lot.

The car is amazing, but at what cost.
 

gene

Supporting Member
Feb 11, 2013
2,286
12,455
Santa Barbara, CA
I've had my S 4 years. Service is amazing. I have never had such personalized and satisfactory service as with Telsa for any kind of product ever. Sure, I am in Santa Barbara where we have our own service center, but previous to that Santa Monica and Van Nuys were excellent as well. For me, I have not noticed any decline in customer service as the years have gone by. In fact, service has gotten better the last several months.
 
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ming

Member
Oct 22, 2016
72
98
Irvine, CA
I have to say. I'm experiencing the same thing as @hollywood right now. They just keep telling me the car is in the end of production and that it's still on track to deliver this month. This car better be flawless. They offered to get my paperwork done without seeing the car too so that I can take advantage of the tax credit. Hopefully we'll get our cars...
 

Canuck

Well-Known Member
Nov 30, 2013
6,125
5,472
South Surrey, BC
This car better be flawless.

I doubt it will be flawless but I also don't think you will be disappointed.

but it costs a fortune, and when spending that kind of cash, you expect a certain level of service.

I don't. I knew that a new car company with growing pains would experience problems. That only makes sense to me. I've actually been pleasantly surprised at the great service I have got so far.
 

mjcostajr

Member
Dec 4, 2015
53
10
Wilmington, NC
My car went into production on a Friday night in November and was completed in less than 24 hours. Shipped to NC in one week. Definitely not my experience at all. Now, on the other hand, I'm still waiting for my plate to transfer/get a new plate. That's a different story, I understand that takes a little while.
 

ahtlys

Member
Dec 8, 2016
84
37
Hudson Valley, NY
I certainly feel your anxiety! After a very long 30 day production timeline mine shipped. In that production time my current ride broke down and I almost had to walk away from the Tesla, but, after some conversations with my DS they set me up with an alternative until my MX arrives. I never got an any type of answer or even hint as to what held the car in production so long. I'm super! excited about the pickup next week but creeping pessimism causes me to fear that something might be wrong with it and tape is holding it together. Too many times, I have seen that Family Guy episode where Peter buys the car that had only one driver: James Bond!

@hollywood I honestly think Tesla should offer some kind of compensation to you... not because they have to, but, because they want to. It's what makes a good company Great!
 

ahtlys

Member
Dec 8, 2016
84
37
Hudson Valley, NY
@ahtlys they gave you a loaner car while you waited? If so that's awesome! Don't think I've ever heard of a similar place that would do this.
Yep, they did. It's not a Tesla but it's a new car. I was floored by what they did for my wife and I when our car broke down. It is awesome! However, we were supposed to have our MX in Oct, then Nov, then early, then mid, finally late Dec. keeping my fingers crossed our X doesn't fall off the truck.
 
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