Even a Chevy owner can get an answer to a basic question from a dealer. It may be a BS answer but it's possible to connect. As Tesla has ramped up deliveries, customer service has been swamped. Service has been swamped. There is now an average wait of two weeks for a service appointment and forget talking to anyone about an issue. All that is available is online chat with a 90-120 minute queue time.
Back on 11 June I became the victim of the re-write of the 4 + 4 annual service contract. This used to cover brakes. No more. It used to cover alignments. No longer. It used to cover tire rotations. No longer. What it covers is a new set of windscreen wipers, topping up the washer fluid and checking the horn and windows to see if they work. That's it for $600/per or $475/contract. Okay, so they ripped me off for that service which I could have done myself in about ten minutes. I sent in the form to terminate this annual service contract for a refund of the now three remaining services. Since the Extended Service Agreement (ESA) requires this annual service in order to be valid, I sent in another form to cancel that as well.
It has been a month. There is no way to call anyone at Tesla, just wait out the online chat queue. Each week I'm told they have the forms but then I get a variation on the same bullshit story. Excuses in order per week are:
1) We have a lot of order cancellations to process.
2) Your refund was approved. You should have had it by now.
3) I can see your forms but I'll get this over to the team that deals with this.
So this is a weekly thing when I brown bag my lunch so I can wait out the queue to get another BS excuse. I suppose legal action is next as there is no other way to engage this company. God help anyone who has a serious and pressing need which requires immediate attention. I'm also seeing a lot of inventory cars appearing with 100-600 miles on them, clearly cars buyers did not keep and returned under the 7 day return policy. They probably had tech support questions and could not get through to anyone and dumped the cars.
Man, things have changed since September of 2014 and not for the better. At this point they have lost us as customers and the plan is to drive this car until it falls apart or starts costing more money than it is worth and just scrap it or donate it to PBS.