Forums

Tesla service centers: worsening customer service

Tesla service centers: worsening customer service

Anyone else thinks that the local service centers are getting worse in regards to customer service and accessibility?
-long wait time on the phone and can’t reach anyone at the local service center: the call gets picked up by the 800 number customer service personnel
-can’t schedule an appointment by phone anymore, the online scheduling does not let you schedule beyond one week or so, very inconvenient for most people with busy work lives who need to plan way ahead to take time off to drop the car off
-service centers frequently do no reply to emails regarding car issues
-what else...

This has started few months ago. They were more responsive before that. Very frustrating.

mcdonalk | 23 mai 2019

I can't say that I have tried all approaches that you have enumerated, but having scheduled a regular service, and installation of a HEPA/biohazard filter on our Model S within these past few months, I haven't had any problem with either scheduling, communication, or service. In fact at my service center (Scottsdale, AZ), things seem the same as they have for my past 5+ years of Tesla ownership: exemplary.

T3SLA90D | 23 mai 2019

Maybe the problem is limited to certain areas. My experience is with the Owings Mills MD, Lancaster PA, Devon PA, Tysons corner VA service centers.

Silver2K | 23 mai 2019

Schedule through app and email support, not service center.

T3SLA90D | 23 mai 2019

Yea tried that. They can’t schedule beyond one week either as the local service center does not allow it in the system!!

ALSET | 23 mai 2019

Agree T3SLA. I don't even have my car yet (pick it up tomorrow) but during the buying process the communication was pretty bad. Couldn't get replies to my emails, heard from my delivery rep 1.5 weeks ago and then radio silence...VM and emails unanswered. Then when they called me out of the blue the day before to tell me my car was delivered and I could pick it up...it was a new guy and he told me my original delivery specialist is no longer with Tesla. :-/
I'll tell you what, it's not the plunging stock...not the gloom and doom wall street projections...but rather the multiple reports of service nightmares, difficulty getting parts, wait times for repairs if you get into a fender bender, those were my BIGGEST reservations for buying the car.

acerfacer | 23 mai 2019

I made a cold call to my SC (PDX) to inquire about an upcoming drive to Scottsdale. As a noob, I was concerned about the heat. Next thing I knew, my car was being ushered into a service lane where tire pressure, lug nuts, fluids and more were checked. They even affixed my front license plate holder more securely. While that was being done, all of my questions were patiently allayed with huge smiles. Fantastic service!!

T3SLA90D | 23 mai 2019

Seems that the experience is location dependent.

rxlawdude | 23 mai 2019

I'd kill to have a SvC that can give an appointment within a week.

sentabo | 23 mai 2019

SF Bay Area, have had no issues with my Burlingame SvC. Nice that we can book from the app. Beats waiting on the phone.

carlk | 23 mai 2019

Why can't you wait until the week you're available to make the appointment?

T3SLA90D | 23 mai 2019

Because the desired appointment slot may not be available by then

spineeric | 23 mai 2019

I always book on line. I wouldn't think that it is just the Service Centers in your area. The California centers are really busy. I just went on line, and the Fremont center lets me book out to Friday July 26. Fresno Service Center is the same. Dublin Service Center is also the same. Santa Clara also lets me select a date out to July 26. When you click to the next week, nothing happens, or are all the times per day taken?

carlk | 23 mai 2019

@T3SLA90D Try book exactly 7 days before the time you want before anyone could take that slot.

@spineeric What is the closest date you could get online?

barrykmd | 23 mai 2019

Sounds like check-in on a Southwest flight :-)

Silver2K | 23 mai 2019

My fence guy's earliest day to repair 5 posts is a day in August!

A2Mark | 23 mai 2019

I just had my Model S serviced by the new SC in Toledo. I live in Michigan, and had the car picked up using Tesla’ mobile valet service. This was difficult to schedule since the app has no provision for selecting valet pickup. The first service date, May 3, Tesla did not show up. I rescheduled again for May 20, and determined that the way to make sure it would happen was to use the Chat feature on the support website and ask them to confirm. This worked. But it is a bit distressing that you can no longer talk to a human or get a timely email response from Tesla service. I will say that the service and valet service themselves were excellent though.

barrykmd | 23 mai 2019

Silver2K | May 23, 2019
My fence guy's earliest day to repair 5 posts is a day in August!

Tesla makes fence posts?

spineeric | 23 mai 2019

@carlk...5/28 is the earliest date available.

carlk | 23 mai 2019

Thanks @spineeric. That does not sound bad at all.

T3SLA90D | 23 mai 2019

@spineeric the dates beyond one week are greyed out and cannot be selected. From what I can tell, this is determined at the local or regional center center level since all the service centers within 100 miles from me have the same thing.

Silver2K | 24 mai 2019

barrykmd | May 23, 2019
Silver2K | May 23, 2019
My fence guy's earliest day to repair 5 posts is a day in August!

Tesla makes fence posts?
---------

Baroom boom!