robo45h
Member
My experience:
- I received the email like other about the Warranty Adjustment Program. 2014 Model S P85D
- Shortly thereafter, while on a road trip, 30 minutes into the trip the center console screen became slow, then froze, then went blank and rebooted.
- I used the app to schedule a service appointment. Soonest appointment was about two weeks out. Not like the pre-Model 3 days when I could get an appointment quickly. It's also end of Q4 with a delivery push going on.
- I get a text message from Service saying that the upgrade will not be performed unless I'm experiencing the symptoms. I had already described the symptoms in my service request in the app! Frustrated. This was clearly a canned scripted response: Step 1: tell them you can't just request the upgrade; it has to be failing. Except I'd already mentioned it was failing. That's not great customer service. Not horrible, but poor. So I write back and note that my service request specifically includes the fact that I experienced the symptoms.
- Next text message explains that I have to supply the date and time of the screen going blank, etc. Luckily, due to it being a road trip, I could pinpoint the date and time, so I submitted that.
- I learn about the Infotainment Upgrade and see the note on the Warranty Adj. page that people of opted for the upgrade as a solution to the problem may get a slight rebate, but details won't be announced for awhile (goal of Feb 2021 noted). Texted back and forth with Service about this possibility. They were not aware of the rebate note. I don't generally listen to the radio, so at first that didn't bother me. Then I remembered that due to COVID I've gone to pop-up drive-ins occasionally, and while most have apps for sound, the default and guaranteed to work method is still FM. Service did offer to do the IU conditionally based on their Service Techs confirming that I have the eMMC chip problem. No guarantee on getting a rebate.
- Time goes by, the appointment is near, and I randomly get a text message saying that I need to supply the date and time that I experienced the issue. Sigh. I point out that if they read back through the notes, I already supplied this.
- FF to the day before my appointment, I get an email with the proposed work order for my approval (I had some unrelated recommended for-fee service items added). And it's missing anything about the MCU / eMMC! I text them that evening (after hours) saying I was not approving the work order for that reason.
- Day of my appointment, I'm about to head out to the Service Center (Devon, Penna. which is excellent) and I get a text: The reason the MCU / eMMC work was not listed is that they remotely ran diagnostics and determine the chip was not bad. That explains a software update I received recently I suspect. But I'm really frustrated to learn this at the last minute as I'm about to head out the door to an appointment whose main purpose has just been eliminated.
- They do the other work and look at the logs. The determination is that at the date and time of the issue, the system was low on space. So the technicians "cleaned up" things like cached map tiles, really old navigation destination history, etc. I comment that I work in the computer business and it seems silly to have to bring my car in every few years to get temp files removed. Shouldn't the software do that itself rather than just run out of space and die? Or at least provide the user with a screen where we can do cleanup? Service rep sympathizes.
- I drive home (15 minutes) and as I pull into my driveway, the center screen gets sluggish and freezes. I reboot the MCU.
- Sigh.