Need Advice: Terrible Service Appointment - Truck Damaged by Tesla

[Woodrick]

Let them try to fix it.

There's not much else you can do.

Sponsored

 

[Lasttoy]

Write letter to HQ SERVICE In Palo Alto. Explain. Attach pictures
It gets action. Use FACTS
I got real action my service center refused to do

 

[CyberZephyr]

Sorry for the long story but I need to vent and also see if anyone has any advice for my experience at Tesla Service.

I picked up my Cyberbeast in July with no major issues. Just some minor panel gaps around the door and issues with the windshield seals. I was told to schedule a service appointment right away, which I did for September 2nd to address the gaps and have the windshield seals corrected.

The repair process took a few days and they had to replace the windshield (which I thought was odd). When I picked up the truck it was a mess and had obvious damage to it so I asked to speak to a service manager.

The most obvious issue was the cantrails—they were bent and popped out. The manager claimed it was "within spec" and hadn't been touched during the repair. Fortunately, I had photos from when I first picked up the truck in New Jersey showing the cantrails weren’t bent. We also noticed the plastic housing for the wiper motor had a crack in it that wasn’t there before. The service manager told me that a mobile service would be arranged to fix these issues.

As we continued to talk I noticed it was still in service mode. When I turned it off, the windshield wiper activated and got stuck past the driver’s door. As I looked up I also noticed a large amount of glue or silicone oozing out of the camera housing on the windshield. The manager promptly took the truck back in and fixed these two issues claiming it was unsafe to drive (which was odd since you think someone would have tested / saw these things prior to pickup).

On my drive home, I received warnings that the cameras needed calibration. I also started to hear a rattling noise coming from the camera housing. Once I got home, I checked and found the housing was loose, and a broken plastic clip had fallen out. I also saw that the live camera view was blocked by something inside the housing. At that point, I decided to thoroughly inspect the truck and found more issues:

• Both cantrails bent and missing clips
• Wiper motor housing cracked
• Windshield camera housing loose/broken
• Front cameras blocked/broken
• Interior trim along the driver’s side pulled down/broken
• Driver's side gasket trim loose and missing a screw
• Windshield edge seal peeling up
• Wiper not positioned correctly
• New windshield has chipped edges

This experience has been incredibly disheartening. I love the truck, but the quality of the repair was a disaster. The rushed work and lack of care from the service team were shocking. I’ve tried reaching out through the Tesla app, but it's been two days with no response.

What should I do next? Any advice would be appreciated.

All the photos can be found here: https://photos.app.goo.gl/VR4k8PDwGMgQJAmM6

unbelievable!!

 

[kimble.dave]

Which service center was it out of curiosity? I've had absolutely miserable experiences with the Jacksonville, FL one for example. But others have had wonderful experiences at their local service centers. I too have to drive an hour+ to get to the nearest one (Jacksonville), and pray I never have to go back to them again for what I went through in the first 4 months of owning my truck. I definitely empathize with what you are going through.

Jacksonville is the worst. I won't go back there for service or for a new vehicle. I will drive the 2 hours and go to Orlando. The service manager needs to be fired.

 

[Jhodgesatmb]

I believe that the OP is looking for something like this fellow in their region:

https://www.linkedin.com/in/robert-sexton-9a91b19/

though I looked around for the northeastern region service manager and haven't found it. When found I would interact with that person directly through snail mail.

 

[ibrahimalam7]

If you’re in south jersey. Eatontown tesla has been taking good care of my truck

 

[PunkOuter]

Jacksonville is the worst. I won't go back there for service or for a new vehicle. I will drive the 2 hours and go to Orlando. The service manager needs to be fired.

That is indeed my plan going forward, though we are a couple of months away from the service center here in Gainesville being opened up. It's literally right down the street from me. So while I'm not looking forward to needing service on my truck (the two current open recalls), at least I know that if I wait a little longer to open up the request, I won't ever have to deal with Jacksonville again.

 

[GatorCyber]

Funny to hear all the "go to another SC" replies.

Outside of CA, the majority of us live hours from the nearest SC already, and the next nearest SC could be 4-8 hours away or further.

My nearest SC is Pensacola, and it's an absolute dump not even suitable to be a KIA dealership. It's a shared, old metal building, with no parking and it actually delivers new cars that they park in mud and sand under trees on an empty wooded lot next to the dumpy service building.

Jax would be the next closest at 4.5 hrs away, and it sounds like they suck.

 

[kimble.dave]

Funny to hear all the "go to another SC" replies.

Outside of CA, the majority of us live hours from the nearest SC already, and the next nearest SC could be 4-8 hours away or further.

My nearest SC is Pensacola, and it's an absolute dump not even suitable to be a KIA dealership. It's a shared, old metal building, with no parking and it actually delivers new cars that they park in mud and sand under trees on an empty wooded lot next to the dumpy service building.

Jax would be the next closest at 4.5 hrs away, and it sounds like they suck.

Don't waste your time driving to Jacksonville; it's a nightmare. Jacksonville used to be like your Pensacola, but they recently opened up this new SC, which looks better aesthetically, but their service went downhill. When I got my Model 3 in 2022, they were great. I had two services at the old SC, and there were no issues. I would have rated them an A. However, at the new one, I'll give them an F.

We're lucky because I live in St Augustine, and the Jacksonville, SC, is 45 minutes away, but there are also 3 in the Orlando area. Even though it's a two-hour drive, we have annual passes to Disney, so we can make a trip out of any needed service. My only fear is if I get one of these issues, that shut your CT down. If that happens, I will be upset because I will have an expensive tow bill. After all, I will not tow it to Jacksonville and would rather pay out of pocket and send it to Orlando.

 

[Tecyber1]

This is horror story levels of BS! I'm not even sure what to say...wow!

 

[Zane Edwards]

Sorry for the long story but I need to vent and also see if anyone has any advice for my experience at Tesla Service.

I picked up my Cyberbeast in July with no major issues. Just some minor panel gaps around the door and issues with the windshield seals. I was told to schedule a service appointment right away, which I did for September 2nd to address the gaps and have the windshield seals corrected.

The repair process took a few days and they had to replace the windshield (which I thought was odd). When I picked up the truck it was a mess and had obvious damage to it so I asked to speak to a service manager.

The most obvious issue was the cantrails—they were bent and popped out. The manager claimed it was "within spec" and hadn't been touched during the repair. Fortunately, I had photos from when I first picked up the truck in New Jersey showing the cantrails weren’t bent. We also noticed the plastic housing for the wiper motor had a crack in it that wasn’t there before. The service manager told me that a mobile service would be arranged to fix these issues.

As we continued to talk I noticed it was still in service mode. When I turned it off, the windshield wiper activated and got stuck past the driver’s door. As I looked up I also noticed a large amount of glue or silicone oozing out of the camera housing on the windshield. The manager promptly took the truck back in and fixed these two issues claiming it was unsafe to drive (which was odd since you think someone would have tested / saw these things prior to pickup).

On my drive home, I received warnings that the cameras needed calibration. I also started to hear a rattling noise coming from the camera housing. Once I got home, I checked and found the housing was loose, and a broken plastic clip had fallen out. I also saw that the live camera view was blocked by something inside the housing. At that point, I decided to thoroughly inspect the truck and found more issues:

• Both cantrails bent and missing clips
• Wiper motor housing cracked
• Windshield camera housing loose/broken
• Front cameras blocked/broken
• Interior trim along the driver’s side pulled down/broken
• Driver's side gasket trim loose and missing a screw
• Windshield edge seal peeling up
• Wiper not positioned correctly
• New windshield has chipped edges

This experience has been incredibly disheartening. I love the truck, but the quality of the repair was a disaster. The rushed work and lack of care from the service team were shocking. I’ve tried reaching out through the Tesla app, but it's been two days with no response.

What should I do next? Any advice would be appreciated.

All the photos can be found here: https://photos.app.goo.gl/VR4k8PDwGMgQJAmM6

That really sucks, mine is in the shop now for a restraint system error, everyone is professional and nice but service is definitely a weak area for Tesla, this is my first Tesla coming from experience with BMW, MB and Porsche and Tesla needs to get better, much better at Service. Hope yours gets done right.

 

[JackCypher]

Sorry for the long story but I need to vent and also see if anyone has any advice for my experience at Tesla Service.

I picked up my Cyberbeast in July with no major issues. Just some minor panel gaps around the door and issues with the windshield seals. I was told to schedule a service appointment right away, which I did for September 2nd to address the gaps and have the windshield seals corrected.

The repair process took a few days and they had to replace the windshield (which I thought was odd). When I picked up the truck it was a mess and had obvious damage to it so I asked to speak to a service manager.

The most obvious issue was the cantrails—they were bent and popped out. The manager claimed it was "within spec" and hadn't been touched during the repair. Fortunately, I had photos from when I first picked up the truck in New Jersey showing the cantrails weren’t bent. We also noticed the plastic housing for the wiper motor had a crack in it that wasn’t there before. The service manager told me that a mobile service would be arranged to fix these issues.

As we continued to talk I noticed it was still in service mode. When I turned it off, the windshield wiper activated and got stuck past the driver’s door. As I looked up I also noticed a large amount of glue or silicone oozing out of the camera housing on the windshield. The manager promptly took the truck back in and fixed these two issues claiming it was unsafe to drive (which was odd since you think someone would have tested / saw these things prior to pickup).

On my drive home, I received warnings that the cameras needed calibration. I also started to hear a rattling noise coming from the camera housing. Once I got home, I checked and found the housing was loose, and a broken plastic clip had fallen out. I also saw that the live camera view was blocked by something inside the housing. At that point, I decided to thoroughly inspect the truck and found more issues:

• Both cantrails bent and missing clips
• Wiper motor housing cracked
• Windshield camera housing loose/broken
• Front cameras blocked/broken
• Interior trim along the driver’s side pulled down/broken
• Driver's side gasket trim loose and missing a screw
• Windshield edge seal peeling up
• Wiper not positioned correctly
• New windshield has chipped edges

This experience has been incredibly disheartening. I love the truck, but the quality of the repair was a disaster. The rushed work and lack of care from the service team were shocking. I’ve tried reaching out through the Tesla app, but it's been two days with no response.

What should I do next? Any advice would be appreciated.

All the photos can be found here: https://photos.app.goo.gl/VR4k8PDwGMgQJAmM6

Oh shoot...My CT is in for a windshield replacement here in So.Cal Irvine serivce. My CT is also wrapped 3rd party - so I am concerned they don't scratch / abrade the matte wrap.

Also concerned that they put the panels back on clean - My CT panels were pretty in spec.

I will report back - they've had it since Sat. - said Monday [2 days] for install.

I will be sure to check the cameras - and the side sealing of the windshield..

Jack

 

[Big_Gulps_Huh?]

That really sucks, mine is in the shop now for a restraint system error, everyone is professional and nice but service is definitely a weak area for Tesla, this is my first Tesla coming from experience with BMW, MB and Porsche and Tesla needs to get better, much better at Service. Hope yours gets done right.

I received an email from their service manager today apologizing for the issues. Through email they setup an appointment to go over the issues and make corrections. I'm apprehensive at this point but I am willing to give them the benefit of the doubt. I'm hoping this was just one tech having a bad day.

I'll update this post with how things shake out with them.

 

[PhilEsq]

Unfortunately I don't have an X account, I considered making one but I feel a fresh account would be ignored.

Send him a letter.

 

[WoKKiE]

Oh shoot...My CT is in for a windshield replacement here in So.Cal Irvine serivce. My CT is also wrapped 3rd party - so I am concerned they don't scratch / abrade the matte wrap.

Also concerned that they put the panels back on clean - My CT panels were pretty in spec.

I will report back - they've had it since Sat. - said Monday [2 days] for install.

I will be sure to check the cameras - and the side sealing of the windshield..

Jack

I’ve serviced my truck there a few times and so far I can tell you they have good techs. If you have issues ask to speak to their service manager Tylor. He’s pretty reasonable and will make things right.

Sponsored