Need Advice: Terrible Service Appointment - Truck Damaged by Tesla

[mitch288]

How do you even go about figuring out who's the head of service and a mailing address?

I called Tesla customer service yesterday to ask for the name of a manager and was told this information wasn't available.

My purchase experience getting the beast has been so horrible I will not be getting another tesla and will be selling the beast. You spend 130k on a car and you say you spoke to someone in customer service. I have not been able to find a customer service number or anyone from customer service to talk to. I either have to go to the tesla showroom or the service center and they are no help. I have found the chat in the tesla app to be completely useless.

Sponsored

 

[mitch288]

I would contact a lawyer if i were you. Based on my experience with Tesla I would be very surprised if you end up happy woth how they "fix" this

 

[Musicurry]

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

In what city is this Service Center?

 

[MyOtherTruck]

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

WOW - that is horrific! Way out of spec.

 

[ivelin]

Post this on X and tag Elon.

Good idea. Hashtag #cybertruck so more owners can like it and draw the attention of the X algorithm.

 

[JackCypher]

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

An update: Tesla service reported the replacement windshield was defective - so I am waiting for another replacement - the original took 3 weeks to get.

Going by Tesla repair, my CT is sitting with no windshield in the service building.

Of concern, when getting some items from the glovebox - I notice they were obviously standing on the driver and passenger door threshold - [you know the cool brushed aluminum with the CT weld logo?] - likely to access the top of the windshield - with NO protective film!,. Lots of dirty boot prints, dirt and debris from the windshield removal.

I expressed my concern to the Service Manager - they should have protective barriers -for the seats, floor.....so the service techs can focus on service.

.....my concern about the mess is Tesla Service Irvine 'No longer washes' cars after service.

Regards
Jack

 

[Woodrick]

An update: Tesla service reported the replacement windshield was defective - so I am waiting for another replacement - the original took 3 weeks to get.

Going by Tesla repair, my CT is sitting with no windshield in the service building.

Of concern, when getting some items from the glovebox - I notice they were obviously standing on the driver and passenger door threshold - [you know the cool brushed aluminum with the CT weld logo?] - likely to access the top of the windshield - with NO protective film!,. Lots of dirty boot prints, dirt and debris from the windshield removal.

I expressed my concern to the Service Manager - they should have protective barriers -for the seats, floor.....so the service techs can focus on service.

.....my concern about the mess is Tesla Service Irvine 'No longer washes' cars after service.

Regards
Jack

Have you ever tried standing on something with a piece of plastic on it? That would be pretty well destined for a workman's comp case.

 

[Big_Gulps_Huh?]

An update: Tesla service reported the replacement windshield was defective - so I am waiting for another replacement - the original took 3 weeks to get.

Going by Tesla repair, my CT is sitting with no windshield in the service building.

Of concern, when getting some items from the glovebox - I notice they were obviously standing on the driver and passenger door threshold - [you know the cool brushed aluminum with the CT weld logo?] - likely to access the top of the windshield - with NO protective film!,. Lots of dirty boot prints, dirt and debris from the windshield removal.

I expressed my concern to the Service Manager - they should have protective barriers -for the seats, floor.....so the service techs can focus on service.

.....my concern about the mess is Tesla Service Irvine 'No longer washes' cars after service.

Regards
Jack

When I picked up my truck the interior was completely trashed, they didn't use anything to protect the the floors, doors or sills. So if anything, the service centers are consistent.

The service advisor also told me that they have "special equipment, lifts and scaffolding" specifically designed to assist in the windshield replacement.

 

[JackCypher]

When I picked up my truck the interior was completely trashed, they didn't use anything to protect the the floors, doors or sills. So if anything, the service centers are consistent.

The service advisor also told me that they have "special equipment, lifts and scaffolding" specifically designed to assist in the windshield replacement.

Well that won't be acceptable for me.... I'm the customer - not the Tesla cleanup crew.

Additionally, the final part of the job is check the fit and finish - so cleaning the debris, dirt and smudges is important to 'see' the finished seal.

 

[3EDev]

Well that won't be acceptable for me.... I'm the customer - not the Tesla cleanup crew.

Additionally, the final part of the job is check the fit and finish - so cleaning the debris, dirt and smudges is important to 'see' the finished seal.

Been a few months now. How did this end up? Did they correct the mess they gave you?

 

[Jaime]

For the money Tesla charges for the Ct we would deserved a first class service. If Tesla doesn’t change the service system., many of us won’t buy Teslas anymore. It is a pity because must of us love the product.

 

[3EDev]

For the money Tesla charges for the Ct we would deserved a first class service. If Tesla doesn’t change the service system., many of us won’t buy Teslas anymore. It is a pity because must of us love the product.

Thats how I'm feeling too. Bought mine, love it, and have had some minor issues (Sloppy panel alignment & camera needing alignment) I set a svc appointment for it. But man... the appointment times available being a month or more out scares me a little.

Elon answered a question during a recent quarterly report regarding Tesla service needing a lot improvement, and he said something about not needing it being one of Tesla's strengths. Which in principle, I 100% agree that the best customer service is NOT NEEDING it, and that should be the goal, but obviously people are still needing it! If it were rarely needed, it should be fast, and top notch. Inexcusable to make people wait a month or more to fix their vehicles, and especially result in sloppy work.

 

[JackCypher]

Been a few months now. How did this end up? Did they correct the mess they gave you?

When I picked up the vehicle - it was clean, quite clean....so they took care of it.

However, comparing that to Mercedes: They have all kinds of protective films and covers when performing work, I've had them tear out most of my Mercedes car interior to resolve a harness issue, and my seats where sitting on special padded rack...and NOT on the shop floor.

Jack

 

[sharpgator]

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.

Can you tell us how the story ends?

 

[Dahongfei]

This is the lottery of Tesla. The car is really great, but you have to pray you don’t need much service. If you do, it’s a mixed bag and they probably will damage something trying to fix it especially if complicated.

Sponsored