[Urgent] Spontaneous Suspension Failure + Lack Of Tesla Support

[EnumC]

Hi everyone! Does anyone have any experience with Tesla repairs? We were driving on the freeway when our model S suddenly started swerving after an initial loud sound. There's nothing on the road, and we had to drive the vehicle off the freeway without hitting other vehicles. Luckily, no one got hurt, but we rolled off the side of the freeway onto an exit ramp. The local repair shop that highway patrol tolled to informed us that this is a suspension failure. We were driving at around 60mph when this happened. We contacted Tesla support, who said they will take a look at the issue, but they are still trying to evade talking to us about the exact issue after a month with no updates. They informed us they have "escalated" the issue over a week ago, but no updates at all. Could we get some suggestions on what we should do from fellow Tesla owners? I am completely lost at this point.

The wheel seems to have caved in:

 

[AB4EJ]

When was the car built & how many miles on it? This happened about a month ago?

 

[EnumC]

When was the car built & how many miles on it? This happened about a month ago?

Around a month ago. We picked up the car at Dec 31, 2014. Tesla app shows 19,870 miles.

 

[K-MTG]

Please keep us posted...is this the first report of rear suspension failure?

 

[redan]

Is your car currently at a Tesla Approved Body Shop? If so, you can go here for help: Body Shop Support

You can also go into your account in My Tesla, Support, and look to escalate a concern for executive review.

 

[EnumC]

Is your car currently at a Tesla Approved Body Shop? If so, you can go here for help: Body Shop Support

You can also go into your account in My Tesla, Support, and look to escalate a concern for executive review.

Did that 3 days ago. No response. We first tolled it to Chilton Auto Body, but Tesla Fremont tolled it to their body shop a few days later.

 

[K-MTG]

Is Tesla taking care of this or are you paying for it?

 

[number12]

Sell TSLA, jk

Sorry if this was mentioned... but does Tesla have your car? Did you get a tesla loaner?

 

[EnumC]

Is Tesla taking care of this or are you paying for it?

They want us to pay in full. When we asked them what the progress of the "escalation" is, they stopped replying.

 

[EnumC]

Sell TSLA, jk

Sorry if this was mentioned... but does Tesla have your car? Did you get a tesla loaner?

Yes. At their Fremont center. They refused to give us a rental car at the beginning, so we paid $700 for a couple weeks of rental out of pocket. They just gave us a rental 3 days ago after numerous calls.

 

[Tam]

...local repair shop...

Shouldn't your car be in a Tesla Service Center?

 

[EnumC]

Shouldn't your car be in a Tesla Service Center?

Tesla tolled it to Fremont a couple days later.

 

[Tam]

Tesla tolled it to Fremont a couple days later.

So let me understand.

Your car is in Tesla Service Center-Fremont.

And the hold up is: Who pays for the repair?

 

[EnumC]

They also sent us this form asking us to sign it.

So let me understand.

Your car is in Tesla Service Center-Fremont.

And the hold up is: Who pays for the repair?

Yes. That's the thing right. The car suddenly lost control, and the wheel caved in. The insurance informed us that we are not responsible since it seems to be a manufacturer problem, and others recommended us to contact Tesla and see if we can get something worked out. But every time we call, they get edgy and keep saying they are "investigating". At the same time, they sent us an email with an insurance form. The fine prints says: "
I am responsible for all repair charges incurred, including any insurance company deductible payments,
betterments, and any costs associated with collection of unpaid amounts. I further acknowledge that I am
responsible for full payment if anyone making payments on my behalf fail to make such payments". So we haven't signed it yet.

 

[TaoJones]

How many times have you had the car in for service previously?

Less than 20K miles driven in almost 3 years? Do you not like driving the car?

I just had half shafts replaced at 19K miles after 5 months - the symptom was a shudder upon acceleration.

Why isn't yours a simple repair (for whatever occurred) under the 4-year, 50,0000 mile warranty?

 

[EnumC]

How many times have you had the car in for service previously?

Less than 20K miles driven in almost 3 years? Do you not like driving the car?

I just had half shafts replaced at 19K miles after 5 months - the symptom was a shudder upon acceleration.

Why isn't yours a simple repair (for whatever occurred) under the 4-year, 50,0000 mile warranty?

We mainly use it to commute to work. Only drove it long distance a couple times. Tesla is trying to redirect responsibility, and kept stalling. So I don't really know what to do.

 

[EnumC]

As for how many times it's been serviced, we did it only 2-3 months ago when another car rear-ended us.

 

[Tam]

...Tesla is trying to redirect responsibility...

You didn't clarify your car's warranty status: Is it under 50,000 miles and 4 years?

 

[EnumC]

You didn't clarify your car's warranty status: Is it under 50,000 miles and 4 years?

"We picked up the car at Dec 31, 2014. Tesla app shows 19,870 miles."

 

[Tam]

"We picked up the car at Dec 31, 2014. Tesla app shows 19,870 miles."

I picked my Model S car up in 2012 and it showed 15 miles then, but today, 2017 it shows more than 91,000 miles.

You didn't clarify your car's warranty status: Is it under 50,000 miles and 4 years as of August, 2017?