General

Unreasonably long hold times on Tesla support line?

edited November -1 in General
Have I just gotten lucky or are the hold times on Tesla ridicously long? I called them four times only to finally hang up 10-20 minutes. I was at a supercharging station yesterday and was unable to get charged and waited over 20m before I finally gave up.

I called them again this morning and finally go through after 10+ minutes but it seems odd that this service is so backed up without even an option for a call back or a status of the expected hold time.
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Comments

  • edited December 2017
    You are lucky guy ☺. I was waiting for more than 30 min to get someone of my internet provider on phone .
  • edited December 2017
    Yeah but I expect that from an ISP - not from Tesla. Are my expectations too high?
  • edited November -1
    Which country?
  • edited December 2017
    Long wait time and rude customer service reps are ruining Elon's name. Surprisingly Tesla doesn't care about its horrible customer service. I was driving to SF from LA with my family. I was @ Tejon Ranch SC. It was taking 4+ hrs to charge. Called tech support. After a long wait on the phone finally I had Christina on the line. When I told her about the problem she said, “well, you’ll just have to wait”. This is totally unacceptable.
  • edited December 2017
    jajabor | December 26, 2017
    Long wait time and rude customer service reps are ruining Elon's name."

    Natural for employees trying to earn a living response due to high stress.
  • edited August 2018
    Well, I'm a big fan of Elmon Mask too but you know what Jeff Bezos would do. He will sense this type of issue and have his person in charge of Customer Support to fix the problem immediately.
    My wait time is now 54 minutes.... I 'm gonna just keep it and see if it ever get picked up.
  • edited August 2018
    Recently I had 2 20 minute and one 30minute and gave up and several unreturned voice mails. Technician that eventually showed up was great.
  • edited September 2018
    48 minutes wait so far, it’s very bad. Another issue is that customer service never follow up as promise so you need to contact them again and again. This is what will kill Tesla over time.
  • about an hour wait for billing then when customer service finally answered, they out me on to connect me to billing, i needed to go back to work so i hung up. Could this be so we don't question odd items of our bills?
  • edited September 2018
    Call during normal business hours and they're quick. Nights or weekends its forever.
  • edited September 2018
    Hold time is over an hour today! Over an HOUR! That's absolutely ridiculous, especially from a company that has (until now) consistently delivered top-notch service. Elon, it has gotten out of hand and it's time to do something about this. Hire more people in the call center, or something!
  • edited September 2018
    I’m still waiting to get my car added to my account, bought it used from a 3rd party (used car dealer). Sent in my info on two different emails.

    In the mean time I want to use the PIN to drive feature but not having my account set up makes me a bit nervous about it right now!

    Still, when I got through to the support people both times they were very helpful. I suspect the model 3 intro has them overwhelmed.
  • edited September 2018
    I have been waiting 56 mins so far. They did say it would be greater that 40 mins at 7:45 Pacific. So they are correct.
  • edited September 2018
    Companies That actually care about customer service have an auto call back option:leave your name and number and you keep your place in the queue and they call you back. Even the California DMV does this
  • edited September 2018
    Last few times I've called I gotten right through....the agents were friendly and helpful.
  • edited September 2018
    I've....not I
  • edited September 2018
    I've....not I
  • edited September 2018
    I've....not I
  • edited September 2018
    Perhaps what you are calling customer service for can be answered by existing owners here. Would you rather Tesla farm out their customer service call centers to the Philippines or India like a lot of companies, where they have a hard time understanding what you are saying an vise versa.

    Do you think Ford or Chevy's customer service over the phone is better? Call Ford right now. Not the local dealer, but Ford corporate. Explain your issue and let us know what they tell you.
  • edited September 2018
    Tesla CS is now as bad as any I have ever experienced. The only time you don't have a long hold is if you are buying car.

    They are badly stretched for cash and can't afford to hire more support staff. Why else would a company treat its customers this way?
  • edited September 2018
    I had to call Tesla service yesterday and had to wait only 5 minutes to talk to someone. They are totally slammed right now, and the rep told me as much. Please try and be patient, while Tesla works to accommodate the huge demand, and the M3 ramp. My experience is that Tesla works very hard to accommodate every issue I have raised over last 5+ years on my 2 MS's, and now our M3. I couldn't be happier. Too much negative reporting by FUDsters.
  • edited September 2018
    Too much bad experience by owners!

    Success needs no explanation and failure has none.
  • edited September 2018
    "Please try and be patient, while Tesla works to accommodate the huge demand, and the M3 ramp."

    Hog wash. That is like a restaurant blaming lousy service on the fact that "we're really busy right now." Isn't that the idea? Is the huge demand and ramp up for the M3 some sort of a surprise? I mean did they have no preorders at all?

    There are no excuses here. Success need to exclamation and failure has none.
  • edited September 2018
    Complainers are posting with questionable motives as usual. I had to wait 10 minutes. They are busy but super accountable. Very rare to have to even call them since our Teslas only go in for yearly service.
    Bogus complaints.
    Here is one for your whiners;
    https://www.kron4.com/news/california/parked-turned-off-bmw-catches-fire-explodes-in-los-angeles/1445877004

    BMW is not giving the owners answers. In the meantime Tesla gets 5 Star safety rating.
  • edited September 2018
    Sorry. I forgot. Tesla is perfection in all regards and flawlessly faultless.
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