Need Advice: Terrible Service Appointment - Truck Damaged by Tesla

[Big_Gulps_Huh?]

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

Sponsored

 

[Shrey]

Man this is a bummer and im sorry it happened to you. This might be a one off and Tesla should fix it right away. Can you drive to a different SC and SHOW them the issues and see what they say? Hopefully they can SEE the issues and fix it for you right away.

 

[GnarlyDudeLive]

That really is awful. I would be just as upset.

 

[igs]

Post this on X and tag Elon.

 

[jameskk]

sorry this happened, you have a right to be upset about this. I personally would not have left with the truck. Definitely take it back to the SC or another SC and speak to the manager about it.

 

[Big_Gulps_Huh?]

Post this on X and tag Elon.

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

 

[Big_Gulps_Huh?]

sorry this happened, you have a right to be upset about this. I personally would not have left with the truck. Definitely take it back to the SC or another SC and speak to the manager about it.

I didn't have much of a choice, the SC is over an hour away from my home and I had no alternative transportation.

 

[Jhodgesatmb]

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

Clearly they don't know what they are doing at that SC. Can you go to another? Maybe you want to write a letter (not email) to the head of service and include the before and after photos. I think that they would be more upset than you because it makes all of Tesla Service look bad when it may just be a few bad eggs.

 

[Big_Gulps_Huh?]

Clearly they don't know what they are doing at that SC. Can you go to another? Maybe you want to write a letter (not email) to the head of service and include the before and after photos. I think that they would be more upset than you because it makes all of Tesla Service look bad when it may just be a few bad eggs.

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.

 

[REM]

unbelievably sloppy work by that service center. I would contact the next nearest one and let them know what happened and ask if you can get it over to them ASAP. I wouldn't even trust that one anymore unless they outright fire the people responsible.

 

[65SoYoLO]

That canned response,"it's within spec" is like saying "tough shit, what are you going to do about it!"
That is what you hear from a scam company, not one of the biggest companies on the world.

 

[Jhodgesatmb]

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.

I wouldn’t expect a phone call to work. I would go to their corporate website and look for the big dog with the closest title and send it to that person. I wouldn’t bother with Elon. I tried that and I didn’t even get an acknowledgment.

 

[PunkOuter]

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.

 

[CryproFrank]

Took mine in to fix my seat from coming undone underneath, the door flexing when traveling over 70mph due to air getting under the steel panel side and to replace the wiper motor. They said they fixed everything but nothing was fixed or replaced.

 

[Big_Gulps_Huh?]

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.

This was Peabody MA, the next closest one to me is Norwell MA which is 2 hours away. We'll see if they respond today since it's no longer the weekend.

Sponsored