Tesla cancelled my service appointment

[beatmstrj]

All you had to do was reply in the app. The same guy would have probably picked it up and reset the appointment.
1-2 minutes for you in the app
1-2 minutes for Tesla using the app

5 times the number of customers served than a 10 minute phone call.

I responded in the app originally when they cancelled my appt. I got no response in two days.

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[Woodrick]

I responded in the app originally when they cancelled my appt. I got no response in two days.

It can take a day or two and if no response, try again.

But I can pretty well guarantee you, that the app is where Tesla wants to communicate and does best at.

 

[PunkOuter]

My roof glass spontaneously shattered over a month ago. I made a service appt to have it replaced. Two weeks later, a day before my service appt, Tesla sent me a message saying they rescheduled my appt because the parts were not in stock. Ok, no problem, but the time they rescheduled it for doesn't work for me so I moved it two days later to a more convenient time.
Two weeks later, a day before that new appt, I received a message saying parts were not in stock so they rescheduled my appt again. I again moved the appt because their new appt time didn't work for me.

Today (four days before my again rescheduled appt) I get a message saying "Hello, we will be cancelling your appt due to multiple reschedules, please create and schedule an appt when time permits"

WTF?!

Has anyone had this happen? I don't want to lose the parts that were supposed to be ordered already, nor my place in line since appts seem to be about two weeks out in general. I never once rescheduled my appt without Tesla rescheduling it first.

Is there a service center anyone recommends in SoCal that can get parts faster? This was for Riverside.

***
Update: Wound up calling into the dealership (not super easy to get ahold of someone but I managed). Spoke with someone in service who could not tell me why my appointment was cancelled, but went to check if the roof glass I needed was actually in stock. After 45 minutes of being on hold he came back and said that he had the glass in stock and could squeeze me in 3 days later on Friday (which was when my original rescheduled appt was). He said I would get an appt notification in the app. I hung up and got the notification but the app asked me to set the appt time myself and the earliest time was like 2 weeks later. I figured maybe this would change so I waited a day but it didn't change so I called back to confirm if they could actually get me in Friday. Turns out once you have an appt scheduled in the app it's EVEN HARDER to get someone on the phone cause the phone systems thinks you don't need to talk to anyone. Finally managed to get through to sales and got transferred to service where I talked to the same guy again, he said to just show up Friday at 8am and they would get me in. A day later my appt time changed to reflect this. Got my service done, got the truck back, all is well. All that nonsense for nothing.

Oof, sorry to hear about your lovely service. Our experiences over on the other coast at the Jacksonville, FL service center were pretty terrible too. At one point they said they repaired our issue (after weeks of similar waiting). We picked it up, drove it off the lot, and realized quickly our issue still existed, so we contacted them via the app as our appointment was still open there, waiting for our feedback. They responded and asked we close out that request and open a new one. Which we did. And that sent us back to the back of the line, waiting another 6 weeks, then waiting another couple of weeks once they had it on the lot because... you guessed it... they didn't have the parts. In the end, it was literally a single tire replacement and took them 5 months to complete the job.

So it's not just your service center who is wholly incompetent. It's the whole system right now.

 

[beatmstrj]

It can take a day or two and if no response, try again.

But I can pretty well guarantee you, that the app is where Tesla wants to communicate and does best at.

As some one who spent many years working in IT responding to tickets, these kind of situations are easy to ignore. The problem will "fix itself" and go away. If i'm on the other end of that ticket and get the message I sent in, I might look and say to myself, "Well this guy doesn't even have an appt, it was cancelled, why would I even bother responding to his message? He should just create a new ticket since this one is not valid anymore."

The app does seem convenient, and when it works, it really is. But there are situations where it definitely doesn't work.

 

[Woodrick]

As some one who spent many years working in IT responding to tickets, these kind of situations are easy to ignore. The problem will "fix itself" and go away. If i'm on the other end of that ticket and get the message I sent in, I might look and say to myself, "Well this guy doesn't even have an appt, it was cancelled, why would I even bother responding to his message? He should just create a new ticket since this one is not valid anymore."

The app does seem convenient, and when it works, it really is. But there are situations where it definitely doesn't work.

Read all you want into it. But reality is that the Service Advisors are in the app working through cases all day.
There is an automated/AI portion to it, that' what gave you the long date, just got to get the human to see that they need to step in.

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