Not the best service center experience... could be worse ?

[cybercricket]

Scheduled an appointment to do the cant rail recall, tire rotation and a couple of minor checks. The closest date was over two weeks away, but fine. I go in, they ask me to leave the truck as they won't work on it the same day and offered a loaner... it's a two hour round trip for me to go there... fine. Three days later I get a message that the truck is ready for pick up. I get there, and notice that I have a new tire on one of the wheels... one of the things I reported was a slow leak in one of the tires. Then I look at the cant rail that they've replaced and see that it doesn't line up on one of the sides - its front is overlapping the larger panel. Then I notice that there is nearly $700 additional charge waiting for me... turns out they replaced the wheel I complained about without confirming with me if I want to pay for it.

Luckily it was during the business hours so I go in and bring it up with the service advisor. He talked to the technician, and determined there was some confusion about the wheel - they patched up the original AND also installed a new wheel, while it was supposed to be either OR. He suggested I leave the truck as they can then also fix the misalignment of the cant rail. NOT FINE. As the middle ground he proposed to put the old wheel back on and charge me only half for the patch, which would take 45 mins. 1.5 hours later they had it done and actually realigned the cant rail (gaps are different on two sides now).

It's understandable that people can make mistakes, but this is an example of an outright disdain of customers.

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[Alpine]

Scheduled an appointment to do the cant rail recall, tire rotation and a couple of minor checks. The closest date was over two weeks away, but fine. I go in, they ask me to leave the truck as they won't work on it the same day and offered a loaner... it's a two hour round trip for me to go there... fine. Three days later I get a message that the truck is ready for pick up. I get there, and notice that I have a new tire on one of the wheels... one of the things I reported was a slow leak in one of the tires. Then I look at the cant rail that they've replaced and see that it doesn't line up on one of the sides - its front is overlapping the larger panel. Then I notice that there is nearly $700 additional charge waiting for me... turns out they replaced the wheel I complained about without confirming with me if I want to pay for it.

Luckily it was during the business hours so I go in and bring it up with the service advisor. He talked to the technician, and determined there was some confusion about the wheel - they patched up the original AND also installed a new wheel, while it was supposed to be either OR. He suggested I leave the truck as they can then also fix the misalignment of the cant rail. NOT FINE. As the middle ground he proposed to put the old wheel back on and charge me only half for the patch, which would take 45 mins. 1.5 hours later they had it done and actually realigned the cant rail (gaps are different on two sides now).

It's understandable that people can make mistakes, but this is an example of an outright disdain of customers.

Because there are too many faking 3 and Y owners cloging service so Cybertruck owners get handled like the rest of the cattle.

When I had my Viper, the local dealer treated everyone on the level of a Dodge Caravan customer, both in treatment and technical expertise. I had to drive 45 minutes to a dealer who had a dedicated Viper team. Same situation at my local combined Porsche/MB dealer. Porsche side gets a different level of service, perhaps because of the brand but also because of the sheer difference in number of customers. I got another Porsche loaner every time I needed to drop off my 911S/GT3. The MB side has a fn avis attached to it

 

[Gigahorse]

To many people putting in a service ticket for windshield wiper blade changes and tire pressure checks.

 

[Jager]

Not going to disagree that you should be advised of and have the opportunity to decline any prescribed work. But when you post something like "one of the things I reported was a slow leak in one of the tires" what did you expect was going to happen?

Generally, Tesla SC's will not "patch" a punctured tire. They usually will only replace with a new one. Some may disagree with that policy, but one can understand the liability that lies behind it.

The cant rail is mostly luck of the draw - how knowledgeable, experienced (at that particular service task), and quality conscious the technician who was assigned is.

Actually, that luck-of-the-draw thing applies to any service work, from the simplest replace-the-windshield-wiper to the most invasive replace-the-entire-HV-pack kind of thing.

I'm taking my CT in this week for, hopefully, its PCS2 replacement. I'm fully aware of how invasive that service procedure is. I know how easily something could go sideways during or after that work.

It is what it is.

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