Submitted by aummat on December 6, 2018
I live in Louisville ,Ky and bought a new model S, 3 years ago. Ky does not have an in state dealership and hence I ordered the car in Indianapolis and picked up the car from a dealer in Cincinnati,ohio as advised by the company.
My experience with the service center and Tesla company in general has bordered on absolute benign neglect to non existent.There is no one who answers a telephone call and e-mails go unanswered for weeks or ignored completely.My region is served by mobile technicians who travel all over the state.
Over the last three years, there has not been one incident that I did not have to call the dealership in Cincinnati for more than a week till some human voice interacted with me.
Lately, I have had my car grounded for more than four weeks because of a noise arising from or around the right rear wheel when I accelerate beyond 45mph, that effectively renders my car useless.
I have tried every which way to get hold of the service department of the dealership I bought my car from , with no success in getting a return call from them. I have called the service line number in Oakland ,CA, staying awake beyond midnight so that my "hold time"would me humane,but I never got an opportunity to talk to anyone.
What is a customer to do with such horrible service?
I have in my lifetime bought and driven five different Mercedez Benz cars. They cost about as much as my ModelS did and the service has been excellent.
I hope someone in the Tesla hierarchy would look into this abysmal failure of the company to care for their customers and fix the problem.