PSA - New Service Procedure for installing OEM Lightbar on Cybertruck

[atlbeast]

I am sure this topic has been covered already here - the updated Tesla Service Document procedure for installing the OEM lightbar on the Beast (R2) - however, I want to provide a PSA for anyone waiting to have theirs installed.

The service center in Roswell-Alpharetta GA installed the lightbar according to the old procedure (R1) and refused to install according to the new revision R2 procedure, claiming they are “not permitted to connect the lightbar.” I walked them through the R2 documentation that they provided to me explaining that it literally says this approach *supercedes* R1 (not optional), and that is explicitly states that it includes soldering, and that the customer now must attach within the B pillar. The front desk employee absolutely refused to acknowledge the literally writing of the R2 service document, stated he was previously a service tech so “he knows what he is talking about”, went back to speak with the head tech, and came back out highlighting the text on the document saying employees are not permitted to connect the lightbar. I felt like I was speaking a different language. He was rude and agitated, and even after pulling up YouTube videos of the install where the service individual explicitly states Tesla now solders the harness for you, told me that he will not accept that as proof of the new procedure.

This is where I think most people would have given up but I remained polite but firm in stating that I will refuse to accept the work and call HQ, where he proceeded to tell me “fine, go ahead” in a dismissive and rude manner. I implored him to pull up service document R1 to compare the two approaches, where he showed me the computer and said there is no R1. At some point he began reading more on his computer and walked back into the garage service area stating “this is beyond my pay grade.”

He returned roughly 10 minutes later stating he called their service center advisory line where he was informed that indeed the procedure has been updated and that the head service tech at this location was “unaware” and that they have since updated the service team and will perform the work.

TLDR: do your research on Tesla service bulletins and politely hold your ground if your service center refuses to follow official Tesla service documents. I am still in disbelief that I had three Tesla employees explicitly stating I was wrong and refusing to perform the work, while holding the actual R2 document and pointing their attention to it. With the extremely agitated attitude and actions of the service advisor, the situation could have easily escalated. Don’t let this situation become yours; come prepared and confirm before drop off. I had done the same and this still occurred. Awful experience.

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[dalton108]

Sorry this happened to you. My experience was 180° out from yours. My service center guys were incredibly gracious and excited about putting on the light bar. In fact they may have been more excited than I was.

They went over and above and it wasn’t like mine was the first; they told me that mine was the sixth that they had installed.

Also, @Guylouis hack of just scheduling it with specific language worked right out of the gate for me.

The SC customer experience is so varied and this process has been so chaotic that it’s hard to believe that anyone’s actually in charge. Sad.

*I will also note; however, that when I had mine installed (some months ago) this new approach was brand new and admittedly my SC was not aware of it. I told them what I had read here I didn’t have the actual procedure but they didn’t argue with me, they executed a third option which I’ve talked about elsewhere and I’m not going to detail again here. Let’s just say, I was extremely happy with the result. Which is kind of where you want things to land from a customer service standpoint.

 

[atlbeast]

Sorry this happened to you. My experience was 180° out from yours. My service center guys were incredibly gracious and excited about putting on the light bar. In fact they may have been more excited than I was.

They went over and above and it wasn’t like mine was the first; they told me that mine was the sixth that they had installed.

Also, @Guylouis hack of just scheduling it with specific language worked right out of the gate for me.

The SC customer experience is so varied and this process has been so chaotic that it’s hard to believe that anyone’s actually in charge. Sad.

So glad it worked out well for you. I will never use this service center again. Luckily, I have another within driving distance. Incredibly awful and hostile environment here from the service advisor.

 

[CyberGus]

It could be worse:





I think this all falls under the category of "It's easier to fool people than to convince them that they've been fooled".

 

[dalton108]

It could be worse:




I think this all falls under the category of "It's easier to fool people than to convince them that they've been fooled".

Gus, how long have you been holding onto this story for the exact right moment? ????

I have my own PSA: Do not tangle with this man. He’s what we call “patient.”

 

[bentoncalder]

I’m still waiting on my installation. Can you help me out here and give me a quick summary/confirm mine is accurate? Your TLDR didn’t cover it well tbh.

- there was an old procedure for installation (R1) that stated Tesla could only attach the light at, not solder wires and fully install it. Final steps had to be done by the owner or a 3rd party (for liability reasons I assume).
- there is now a new procedure (R2) that says Tesla can solder wires but some other steps still need to be done by the owner (am I right?).
-you were able to finally get your SC to acknowledge the update and do the new procedure.

is that all correct?

btw can you link out to the procedure documents?

 

[atlbeast]

I’m still waiting on my installation. Can you help me out here and give me a quick summary/confirm mine is accurate? Your TLDR didn’t cover it well tbh.

- there was an old procedure for installation (R1) that stated Tesla could only attach the light at, not solder wires and fully install it. Final steps had to be done by the owner or a 3rd party (for liability reasons I assume).
- there is now a new procedure (R2) that says Tesla can solder wires but some other steps still need to be done by the owner (am I right?).
-you were able to finally get your SC to acknowledge the update and do the new procedure.

is that all correct?

btw can you link out to the procedure documents?

Yes, correct. Please see the photo for the Service Document numbers and language of the front page. You will find immediately with a google search.

 

[getsometom]

Good thing you didn't give up and continued with the documentation knowing the techs and advisors are misinformed. Politeness always wins over rudeness, especially in situations like this.

In my experience, good advisors/techs are hard to find and once you find one, stick with them as much as possible just like a CPA, lawyer, doctor, etc.

I'm glad to see they came to their senses and performed the correct procedure.

 

[bentoncalder]

Yes, correct. Please see the photo for the Service Document numbers and language of the front page. You will find immediately with a google search.

thanks /s

just read the document and I think what happened was the soldering step was actually removed by the change in hardware. Now it appears it’s just a clip rather than soldering wires.
That said, the document still says that Tesla is not legally allowed to finish the entire installation. However now it seems much easier to do this at home rather than pay a 3rd party.

https://service.tesla.com/docs/Serv...k_Off_Road_Lightbar_Harness_Connection_R2.pdf

 

[atlbeast]

thanks /s

just read the document and I think what happened was the soldering step was actually removed by the change in hardware. Now it appears it’s just a clip rather than soldering wires.
That said, the document still says that Tesla is not legally allowed to finish the entire installation. However now it seems much easier to do this at home rather than pay a 3rd party.

https://service.tesla.com/docs/Serv...k_Off_Road_Lightbar_Harness_Connection_R2.pdf

Incorrect. The soldering is still required and outlined in Service Manual procedure 61010006. Read up and research before you go in. R2 just shows you how to reconnect within the B pillar to activate.

 

[TeslaKen]

My local service center says they have no way to order the light bar and no way to install it in their system. I'm thinking about going to another service center, can those who have successfully ordered and installed list out what service center they went to please ??

 

[Lasttoy]

I see something weird. You say "solder" in B pillar??? The wires are on the roof in forward access hole.
Not in any B pillar. I installed a 50 inch ligh bar on roof. Connecting to wires in the front access hole.
Please supply pictures of B pillar installation??

 

[atlbeast]

I see something weird. You say "solder" in B pillar??? The wires are on the roof in forward access hole.
Not in any B pillar. I installed a 50 inch ligh bar on roof. Connecting to wires in the front access hole.
Please supply pictures of B pillar installation??

The soldering is up top. The new connection point is in the B pillar.

 

[Lasttoy]

Mine must be so old all power is on roof.

 

[mongo]

I am sure this topic has been covered already here - the updated Tesla Service Document procedure for installing the OEM lightbar on the Beast (R2) - however, I want to provide a PSA for anyone waiting to have theirs installed.

The service center in Roswell-Alpharetta GA installed the lightbar according to the old procedure (R1) and refused to install according to the new revision R2 procedure, claiming they are “not permitted to connect the lightbar.” I walked them through the R2 documentation that they provided to me explaining that it literally says this approach *supercedes* R1 (not optional), and that is explicitly states that it includes soldering, and that the customer now must attach within the B pillar. The front desk employee absolutely refused to acknowledge the literally writing of the R2 service document, stated he was previously a service tech so “he knows what he is talking about”, went back to speak with the head tech, and came back out highlighting the text on the document saying employees are not permitted to connect the lightbar. I felt like I was speaking a different language. He was rude and agitated, and even after pulling up YouTube videos of the install where the service individual explicitly states Tesla now solders the harness for you, told me that he will not accept that as proof of the new procedure.

This is where I think most people would have given up but I remained polite but firm in stating that I will refuse to accept the work and call HQ, where he proceeded to tell me “fine, go ahead” in a dismissive and rude manner. I implored him to pull up service document R1 to compare the two approaches, where he showed me the computer and said there is no R1. At some point he began reading more on his computer and walked back into the garage service area stating “this is beyond my pay grade.”

He returned roughly 10 minutes later stating he called their service center advisory line where he was informed that indeed the procedure has been updated and that the head service tech at this location was “unaware” and that they have since updated the service team and will perform the work.

TLDR: do your research on Tesla service bulletins and politely hold your ground if your service center refuses to follow official Tesla service documents. I am still in disbelief that I had three Tesla employees explicitly stating I was wrong and refusing to perform the work, while holding the actual R2 document and pointing their attention to it. With the extremely agitated attitude and actions of the service advisor, the situation could have easily escalated. Don’t let this situation become yours; come prepared and confirm before drop off. I had done the same and this still occurred. Awful experience.

I see the issue, that warning was from the R1 version. R2 requires connection of the two harnesses.

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