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UK only poll - experiences of needing service centre/ranger assistance

Discussion in 'The UK and Ireland' started by VanillaAir_UK, Aug 16, 2020.

?

How many times has your Tesla needed a service visit/ranger to resolve a vehicle fault/issue?

  1. All good, no issues at all

    18 vote(s)
    18.0%
  2. Just a minor issue, I fixed it myself or Tesla sorted it with no hassle / whilst I waited

    22 vote(s)
    22.0%
  3. Just the one visit but significant enough issue(s) to require Tesla or a specialist to resolve

    27 vote(s)
    27.0%
  4. Two visits needed to resolve significant issues

    21 vote(s)
    21.0%
  5. Three or four visits needed to resolve significant issues

    11 vote(s)
    11.0%
  6. Five or more visits needed to resolve significant issues

    1 vote(s)
    1.0%
  1. VanillaAir_UK

    VanillaAir_UK Moderator UK and Ireland

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    #1 VanillaAir_UK, Aug 16, 2020
    Last edited: Aug 17, 2020
    Now that the Model 3 in the UK has passed its first anniversary, I thought a poll on peoples experiences of needing follow up service or ranger visits to resolve issues would be interesting. I'm not sure we have had one of these as a poll.

    It doesn't matter what Tesla you have and if you have owned/own more than one, please respond about your most pertinent experiences.

    By issue, I mean more a reliability and quality issue rather than one of your own doing. However, if the issue is a result of an self inflicted event (such as an accident, puncture etc) but then resulted in multiple visits to resolve, please count those too.

    By visit, I mean a Tesla service centre or ranger visit, a visit to another specialist (such as paint correction), a callout by a breakdown service or for diagnostics. If the latter two (in italics) and they needed a follow up visit, all visits count. Likewise, if issue was not resolved on first visit and required follow up visit/callouts, all count.

    For some, a visit to a service centre can be a major inconvenience so what for some is a minor issue, for others it becomes a significant issue. Its how you felt about the visit/callout.

    Please do not include visits as a result of scheduled maintenance or updates, unless it resulted in multiple visits to resolve.

    You can update your answers at a later date as experiences change.

    UK only responses please.
     
  2. pgkevet

    pgkevet Active Member

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    Can you be clear about what consitutes a visit. If a visit to identify the problem is followed by a second visit to fix it you want it counted as one or two?
     
  3. Chanser

    Chanser Member

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    UK
    Visit twice due to paint problems, interior and panel alignment.
     
  4. Durzel

    Durzel Active Member

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    I'll be having my second visit soon, but not to resolve "significant issues", moreover general quality control stuff.

    1st visit was chrome trim realignment, and some sticker residue on the door card and some sort of black mark on the windscreen.
    2nd visit, coming up, will be to replace one or both of my rear taillights due to condensation, replacing a wheel because the one that came with the car had some blemishes under the lacquer, and my spoiler starting to come off on one side.

    I wouldn't describe any of those as significant, but they are warranty issues nonetheless.

    Not sure what to select on your poll :)
     
    • Like x 1
  5. davidmc

    davidmc Active Member

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    4 visits!

    First was things found during/after pick up in Aug. Around September time was my first visit

    Door realignment and boot leak problem on second. October

    Boot lid water problem again! on third was in July

    Cracked glass probably from boot works my Fourth. Beginning of Aug.
     
  6. VanillaAir_UK

    VanillaAir_UK Moderator UK and Ireland

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    #6 VanillaAir_UK, Aug 17, 2020
    Last edited: Aug 17, 2020
    Probably Two, unless the first was dropping in unannounced or you knew it was just a diagnostics visit and you were not particularly inconvenienced. Everyone will have a different view as to whether they were 'inconvenienced'.

    I've updated first post to hopefully clarify.

    I left it up to an individual to use their own experience as to what they feel was minor or significant. However, imho anything needing a part, extended/overnight stay or not resolved on first visit would be significant. If it should but wasn't sorted quickly at pickup, or you would have been happy to live with the problem or sort it yourself had you not had reasonable access to getting it fixed, it would probably be minor.

    If you have multiple visits, some minor, some significant, just post based upon significant issues. Poll gets too complicated trying to cover every combination.
     
  7. stonecoldrmw

    stonecoldrmw Member

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    Leicester
    I've 2 issues that needed visits to a service centre and a ranger visit.

    First was post delivery, when some quality issues were identified (windscreen blemish and imperfection in the left rear light - both were replaced)

    Second was just last week when I had my left rear tail light replaced due to condensation by mobile ranger.

    PS. The ranger was based in Brum but had an additional guy with him, training, as he was going to be based at the Nottingham SC. He also said that my tail light was the 9th one of the day to be replaced and that the light being fitted to my car was a different spec to the original light as they know there's a common issue with the factory fitted ones.
     
  8. VanillaAir_UK

    VanillaAir_UK Moderator UK and Ireland

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    #8 VanillaAir_UK, Aug 17, 2020
    Last edited: Aug 17, 2020
    Car collected end Sep 2019

    tl;dr - 4 visits over nearly 11 months. Not a day gone by so far with no significant issues.

    #1 Nov 2019 - visit to sort list of delivery snags, missing items and subsequent issues. Some paint issues previously resolved by third party during ceramic coating prep. Issues 'resolved' ranged from glue marks, multiple panels mis aligned (~10mm) to brake calliper rebuild. Outstanding items remaining on list but collected car same day. Follow up visit booked for Jan 2020.

    Changed to more convenient service centre.

    ## Jan 2020 - follow up visit planned. Remote assessment found parts required. Visit postponed via txt message until Feb 2020 due to delay in parts.

    ## Feb 2020 - rescheduled follow up visit planned. Visit postponed via txt message until Mar 2020 due to delay in parts.

    ## Mar 2020 - due to Covid lockdown uncertainty, visit postponed at our request until lockdown uncertainty resolved - car would have been in service when lockdown started. We did visit service centre to agree work required due to length of time between visits and need to merge items on app and separate virtual service email chain. Service centre assessment "the car should never have been delivered in this state". I have not counted this as it was postponed at our request.

    #2 May 2020 - visit to resolve all outstanding items as agreed Mar 2020. Original estimate about a week, but returned early due to unavailability of materials/parts needed to do the job Some other items on agreed list removed as no longer present - mostly condensation not present in the 30C temperatures. Major work, the replacement of front roof glass (air leak) and windscreen (scratch on inside) was not carried out due to unavailability of sealant - glass replacement known about since Nov 2019. Some minor niggles (long term rattles) resolved and they went above and beyond for one.

    On return, car found to have non functional USB (console had been disassembled during the visit) and new driver/passenger door wind noise (roof trim replaced during visit)

    #3 June 2020 - visit to replace glass, fix USB and wind noise. Car away for several days. Fault found in rear glass section too, so all three major pieces replaced.

    On return, car found to have paintwork chips and scratches, gaps in roof and windscreen seals. Wind noise/whistle still present.

    ## July 2020 - visit scheduled to resolve paintwork issues. Cancelled at my request so that an approach to paintwork issues could be agreed.

    #4 Aug 2020 - visit to agree paintwork and seal issues and undertake work. Discussed with same service chap as Mar 2020 visit. He remembered the car. Very happy with outcome of discussion, hopefully that will resolve all issues. Possible slight delay in scheduled return due to parts. Will be away just over a week.

    So 4 visits where work due to be carried out in nearly 11 months.

    Our experience. A mixed bag. Lots of faults that should not have been present, Tesla words not mine. Staff are mostly excellent and very considerate, but quality of build and some repairs below what I would expect. Its taken far too long to get this far, not helped by no continuity between visits meaning reporting of issues to be continuously reassessed (ie water/condensation in lights/cameras agreed in Nov and Mar inspections ignored in dry/hot May visit). Assessment of parts required for job carried out far too late for potential long lead times resulting in multiple postponements/visits or delays.


    And finally. Tesla, you need to promote the Service Centre guy we spoke with in Mar and Aug to your head of quality and customer service.
     
  9. stonecoldrmw

    stonecoldrmw Member

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    Come on Elon, sort it out! That's shocking and I'd say you have the patience of a saint! I'd have dumped the car on the forecourt and cancelled the direct debit!
     
    • Like x 1
  10. MadScientist

    MadScientist Member

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    Location:
    Salisbury, UK
    Looking at the results (Aug 17th at 3pm).

    The good: approx 65% had one or fewer issues
    The bad: you only have a 1 in 5 chance of having no issues.

    Overall, you have to say Tesla quality control is pretty poor. Of the last 3 cars I bought (Audi, Audi, Merc), only one had one issue on delivery and nothing else in the first year on any of them.
     
  11. nightowl

    nightowl Member

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    Location:
    Berkshire
    I've put 2 visits. Rear seat bottom material (white) had some big light grey stain on it. Not immediately obvious but definitely noticeable.

    Booked in at service centre, noting that I had tried to wipe it off and had already been told its unlikely to be cleaned off, they booked the appointment for cleaning only. Turns out it needed a new bottom of the rear seats which they had to order. Fitted on a sepaeate ranger visit.

    Booked in for end of the month to have potential water ingress issue I've read about addressed. Haven't had any problems of this nature so far but also don't want any! I'm not counting this visit as it's precaution on my part and may not be entirely necessary.
     
  12. Godsense

    Godsense Member

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    Location:
    UK
    I thought my initial experience was pretty shoddy but this is very bad. Caliper rebuild, crazy.

    Mine was flatbedded within 18 hours of delivery. That was after a ranger emergency visit to attempt to resolve. In fairness to them I called roadside around 9pm and they had someone at my door by 9:30am next morning and tow within an hour of mobile being unable to fix.
    Further Mobile service to change wheel, do recall and few minor bits.
    Few weeks ago went back for paint chip repair and internal rattling. Both of which they fixed, though did try to charge me £400 which turned out to be a loose trim clip. I find the staff are always friendly and helpful but can't help they promise too much which leads to dissapoiment.
    E.g. I asked if someone could check my visor as it basically falls out the clip to save a mobile visit, lady said she would log it, I did say I would do from the app but she don't worry she would sort. Guess what, nothing.
    I'd rather just have done it, never mind



    I had a similar problem with my steering wheel being damaged whilst in SC care. Though they did replace it no problem via mobile service. Last time car was in SC, when I went to pick it up I checked the car / wheels thoroughly to ensure no damage. All was well.
     
  13. Godsense

    Godsense Member

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    Location:
    UK
    Also to add, I have noticed both rear door seals are loose in places when cleaning but there are never any mobile appointments in the app anymore.
    Anyone else noticed less availability?
     
  14. MOBB

    MOBB Member

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    Location:
    Bedfordshire
    Just one visit to fix a couple of bits of paint on collection, nothing needed since. Had the car a year nearly.
     
  15. kevuwk

    kevuwk Member

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    329
    Location:
    UK
    Had the car 10.5 months and 1 visit as I heard a washer rattling around and they said it was somewhere in the suspension after replacing the washer and nut.
     
  16. PDB33

    PDB33 Member

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    87
    Location:
    Oxford, UK
    2017 75D, four episodes so far ….

    May 2018. AC blasting hot air non-stop, advised not to drive it, towed to SC Milton Keynes and it waited in the queue of work for 4 weeks before a 2-hour repair (replacement of EXV coil).

    April 2019. Repeated re-booting with “Car needs service, pull over”, then died. It required 12v from the tow truck battery to restore power so the car could be put in neutral for towing onto the truck. Heathrow SC fixed “Lack of tension on wiring terminal” of 12v battery (a screw loose?). Was at SC for a week.

    Jan 2020. Rear door handle not presenting when pushed, fixed by mobile technician.

    March 2020. HVAC failure. Heathrow SC replaced PTC heater while I waited.

    MCU1 may be next.

    Apart from delay and poor communication in May 2018, the service centre staff have been very good.

    Certainly more faults and hassle than I expected, but I love the car and support the project. Will almost certainly replace with a new S before the warranty expires.
     
    • Informative x 1
  17. mick4545

    mick4545 Member

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    Location:
    UK
    Two visits for relatively minor issues.

    1. Low brake fluid warning, popped in the next day and it was rectified while I waited.
    2. Scheduled appointment to fix rattling rear parcel shelf and excessive wind noise, drivers side window.

    No problems since.
     
  18. bhav

    bhav Member

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    Location:
    London, UK
    I would echo that the people involved seem to have their hearts in the right place but the ultimate 'delivery'/outcomes leave a lot to be desired.

    Post-delivery in June, I reported some minor trim scratches and sticky residue so took in to SC.

    They sorted the residue, did nothing about the scratches but said trim can be sorted with mobile ranger.

    So I arranged that, but the ranger didn't know when he turned up what he was due to do... He was able to fix one scratch by replacing trim but didn't have part for the other.

    Meanwhile, driver side dash has developed rattle/creak, as has driver side door card + passenger side speaker.

    Took in to SC this morning for all of above - not heard a word all day (except "we'll keep you updated" by text). No news at close so I checked app and it says "Waiting for parts" with estimated completion of Friday - no one has told me about the timings or offered a courtesy car...and no surprise I couldn't get through to them after 30mins on hold!

    Fortunately the SC is a 20min walk from me, otherwise I'd be really irritated/reluctant to leave vehicle with them without more specific details on what they're going to do + when (though perhaps would have clarified the loan vehicle point upfront if I was travelling further).

    Will be popping over to them tomorrow morning to find out if I can get my car back while parts arrive / get a courtesy car...
     
    • Funny x 1
  19. VanillaAir_UK

    VanillaAir_UK Moderator UK and Ireland

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    A couple of delivery cycles since I posted this poll.

    I thought I would BUMP to see if experiences have changes. Original posters can change their vote.

    iirc a query on 'significant'. Its how you felt about the experience rather than an absolute measure - everyone will have different views on what 'significant' means wrt the fault or experience. Even a minor fault for some that required a several hundred mile drive to fix is likely to be viewed by most as significant.
     
  20. Peteski

    Peteski Active Member

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    Location:
    UK, Milton Keynes
    My 2018 MX had several minor issues on delivery that got mostly sorted in 1 visit. But the passenger door alignment is still not great. Then I had 1 other minor issue with the tailgate closing sensor that needed a second visit during the first year. Never been back since.

    Brand new 2021 M3 also going in next week to hopefully fix a few minor issues on delivery - mainly door and tailgate alignment
     

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