Huge disappointment

[Doc John]

So I just got the AC charge failure alert and the truck wouldn’t charge at the supercharger. Tesla doadside set up transport to my nearest service center which is 140 miles away. The service center offered a loaner but I had no way to get there to pick it up. The repair has been delayed and now it won’t be ready for pickup until next Tuesday evening. I have a job that requires me to be in town that whole week and no way to get there. I requested they transport the vehicle back to me which was met with a solid NO. They tell me they are going to charge me a daily storage fee if I don’t come pick it up when service is completed. Is this typical for customer service at all service centers? The last time the coolant pump went out requiring transport and I had to go after hours to pick it up and they lost my key card so I had to buy another one.

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[EasternSP]

I think that's typical of just about any vehicle repair place. They repair your vehicle. They can't accommodate your other issues.

 

[Sposborn]

I also had a pretty frusterating experience with the oil pump issue as well. Nearest Service center is 2 hours away. Took 2 trips to address all issues I tacked on with service and could get towed to the center but not back. Ended up all well after driving back and forth over a couple weeks my center is pretty good.

 

[mitch9]

Tesla service is FAR from how they used to treat "early adopters" on the Model S, back in 2013.. They would drop your off, or give you a loaner, or give you a voucher for an Uber/Lyft, they usually DETAILED the vehicle, inside and outside, it was really in excess of what was needed (did I mentioned the lunches on Tesla while waiting at the service center?) now it's the complete opposite... sad to see, but this is what happens when they reached mass market adoption

 

[Jhodgesatmb]

I think that's typical of just about any vehicle repair place. They repair your vehicle. They can't accommodate your other issues.

Sadly I have to agree with this. My SC is not even half as far but I tell them that I’ll wait in the lobby with my dogs (which I have done) and they generally step up because they don’t seem to want that. I hope that the OP finds a way to…

 

[CyberGus]

but I tell them that I’ll wait in the lobby with my dogs

I would give a discount for this

 

[dalton108]

So I just got the AC charge failure alert and the truck wouldn’t charge at the supercharger. Tesla doadside set up transport to my nearest service center which is 140 miles away. The service center offered a loaner but I had no way to get there to pick it up. The repair has been delayed and now it won’t be ready for pickup until next Tuesday evening. I have a job that requires me to be in town that whole week and no way to get there. I requested they transport the vehicle back to me which was met with a solid NO. They tell me they are going to charge me a daily storage fee if I don’t come pick it up when service is completed. Is this typical for customer service at all service centers? The last time the coolant pump went out requiring transport and I had to go after hours to pick it up and they lost my key card so I had to buy another one.

Gosh that’s tough. I agree with everything that everyone has said about this to include:

1. Unfortunately yes this is par for the course. Nobody has room to store your car, and all of them will charge you if you force them to because you can’t pick it up.

2. This is below the standard that Tesla set initially and even up until sometime I think last year they would’ve given you a Uber/Lyft voucher.

My take is that given all the circumstances they should try to meet you halfway with something more than, “sorry dude tough titties!” 🫤

Last year there was supposed to be some feature that they added to the app that would allow you to escalate problems/concerns to somebody who had a little bit more authority of the food chain I don’t remember exactly the details but this sounds like a perfect time for you to figure out how to do that and see what happens if you escalate this to somebody else.

 

[CyberGus]

Couldn't they at least send a Cybercab

 

[Sjohnson20]

Maybe in the future the truck will drive itself back home.

 

[cattledog]

Sorry you had this hassle. At the same time, I don’t see anything unusual in how you were treated. I have never heard of any roadside service “sending a car back to you after repair.”

We expect amazing things from our Tesla vehicles and they are indeed amazing, but at the end of the day Tesla is a business driven by profits as a primary motivation.

Tesla has reached higher than others - redefining what a car or truck can be - always will be bruises and bumps along the way - extra ones sometimes.

 

[devdrone6]

Tesla service is FAR from how they used to treat "early adopters" on the Model S, back in 2013.. They would drop your off, or give you a loaner, or give you a voucher for an Uber/Lyft, they usually DETAILED the vehicle, inside and outside, it was really in excess of what was needed (did I mentioned the lunches on Tesla while waiting at the service center?) now it's the complete opposite... sad to see, but this is what happens when they reached mass market adoption

I have received all three options at different times - loaner, drop off and Uber. It depends on the person you are dealing with most times and the what they have available. Last time for PCS initially they said no to loaner, but offered a demo vehicle for a day, but ended up getting a CT loaner for a week. Distance is also another factor in the case of OP.

 

[JackCypher]

I think that's typical of just about any vehicle repair place. They repair your vehicle. They can't accommodate your other issues.

Not for new vehicles, I've had to leave cars for days while on travel. I've not been charged a storage fee. The fact the vehicle broke down is an 'inconvenience' to the owner...so the inconvenience to the Tesla to hang on to if for a few days is fair exchange.

..It is quite bizarre the broad experience across Tesla service locations. It is quite clear they don't have training, or any customer experience standards.

 

[Vagis9780]

I have received all three options at different times - loaner, drop off and Uber. It depends on the person you are dealing with most times and the what they have available. Last time for PCS initially they said no to loaner, but offered a demo vehicle for a day, but ended up getting a CT loaner for a week. Distance is also another factor in the case of OP.

I have also received the same offers, loaner if repairs were more than a day, Uber back home and back to SC to pickup.

 

[CyberGus]

I've not been charged a storage fee.

I'm sure it's all about the available space. If they have the room, they don't care. But when they've got nowhere to store new arrivals, and there are finished cars sitting there for days, they need to encourage owners to be prompt.

 

[hemiarch]

I'm sure it's all about the available space. If they have the room, they don't care. But when they've got nowhere to store new arrivals, and there are finished cars sitting there for days, they need to encourage owners to be prompt.

Yeah…you don’t have to go home but you can’t stay here kind of thing

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