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Thread: Real World Experiences with Tesla

  1. #1
    Roadster #1144 + Sig 114 dsm363's Avatar
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    Real World Experiences with Tesla

    Will all of the intense discussion about Tesla's service pricing for the Model S, a few of us thought sharing our experiences with Tesla service might help provide some perspective and explain why most Roadster owners seem a little less upset about the pricing. I'm not saying it isn't expensive but that the service provided so far has been excellent and I've found you often get what you pay for.

    This thread should only be for Roadster owners and Model S owners who have had experiences with Tesla service (I realize it's basically only Roadster owners at this point but that will change).

    I'll start off:

    I am fortunate to have a backup car (Jetta TDI at the moment) so the few times the Ranger was only able to come during the day while I was at work I left the keys and signed paperwork on the driver's seat and he let himself into the garage, fixed it, and closed it after he left. How cool is that? They're also really nice people who love what they do and it shows. I've had them meet me at 6:30AM so I could hand them the keys and take off for work too before I did it the other way. When I had my rear tires replaced, they took the rims to Sears for me, mounted the tires then installed them again.

    The cost is high but Telsa is obviously in a growth phase and maybe this is part of their revenue stream to fund it. Not saying the price is right though. I think the $475-600 you pay yearly is ok and if you drive more than 12,500 miles you are responsible for getting it checked but not for an additional $475-600.
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  2. #2
    Excellent idea Dave. I'm sure the others will chime in

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    Member Charged_Up's Avatar
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    "The cost is high but Telsa is obviously in a growth phase and maybe this is part of their revenue stream to fund it. Not saying the price is right though. I think the $475-600 you pay yearly is ok and if you drive more than 12,500 miles you are responsible for getting it checked but not for an additional $475-600."

    What if you drive only 6,000 miles per year? Do you only get service at 12,500? or do you pay annually?

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    mod squad bonnie's Avatar
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    Thanks for starting this thread, David.

    As a new Roadster owner, I was a little freaked on a Friday night trip to Cupertino where it appeared I'd lost 20 miles off my battery. (Before anyone reacts to that, let me say it was ME, not the battery). I posted on the forum, saying since I was near Menlo Park, I'd stop in that morning and get the car checked. When I pulled in Saturday morning, Jake (then the service mgr) had come in on his day off and was waiting for me (someone had seen my post), they'd already pulled my logs remotely to see what was going on with the car ... in and out in less than 30 minutes.

    I assumed my first annual service would be pretty straightforward since there were no problems to report (okay, okay ... one. I asked them to tighten the cable on the softtop.) The inspection resulted in all four shocks being replaced at no cost. (I think that's what a lot of posters on another thread are missing - it is an in-depth inspection and when something is found, it is fixed under warranty.)

    I had a real issue with the PEM/battery - Tesla Roadside service was there promptly, took me home and my car to Menlo Park. They would have brought it home for me, but I was headed to Fremont for the Get Amp'd event - and it was waiting for me out front, detailed, fully charged for the ride home.

    Because I live near a service center, I don't have all the stories about Tesla Rangers showing up and quietly taking care of the car unbeknownst to me. But I can say that when at the Service Center, I've been taken to lunch, offered a car to drive (when they had one extra), given an office with wifi so I could work, etc. And to a person, Tesla employees have been great to deal with.

    I talk about the Tesla standard of customer service at the office. You all wonder why there are so many Tesla supporters on this forum? It's not only the car. It's the service. They've managed to turn the whole lot of Roadster owners into salespeople. I'm getting a 2nd Tesla vehicle because of the service I've experienced first-hand.
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    Roadster #1144 + Sig 114 dsm363's Avatar
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    Quote Originally Posted by Charged_Up View Post
    "The cost is high but Telsa is obviously in a growth phase and maybe this is part of their revenue stream to fund it. Not saying the price is right though. I think the $475-600 you pay yearly is ok and if you drive more than 12,500 miles you are responsible for getting it checked but not for an additional $475-600."

    What if you drive only 6,000 miles per year? Do you only get service at 12,500? or do you pay annually?
    It would be like every other warranty I've had for a car, once a year. I only drove 3,000 miles in my Jetta TDI last year (Roadster seemed more fun) but still had to take it in for service for my 20,000 mile checkup at 12,900 miles otherwise the warranty would be voided.
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    Roadster 919, S 2006 Doug_G's Avatar
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    Late one night while driving long distance I texted our service manager to say my Roadster was producing error messages. It was indicating a problem with the cooling fans. To my surprise he texted back about 20 seconds later, telling me to call right away if the fans stopped working. At 1 am I emailed him to say that I made it home. In less than a minute I had a reply - he had actually stayed up to make sure I got home safely! Wow! Two days later my Ranger arrived to replace the fan unit under warranty.
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    4GETOIL SS70, XS4, xR913 dadaleus's Avatar
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    Tesla service is phenomenal. I can't think of any specific stories like these (haven't had any issues to speak of), but they are always incredibly responsive and accommodating. It's really 1st class. They always work with my schedule, and will fit me in when needed.

  8. #8
    Senior Member daniel's Avatar
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    I got my Roadster in June of 2011. There were a few issues with it. My Gen II iPod Touch could not reliably connect either by the cable or Bluetooth. (Both worked some of the time but not all.) There were a few other issues which have slipped my mind, and I do not save emails far enough back to review them.

    Tesla sent a ranger out at no cost and he fixed everything other than the iPod issue, which appears to be an incompatibility between the annoying Alpine unit and the older iPods. (I ended up buying a new iPod Nano just for the car, and it's an ideal solution because it lives in the car and I don't have to bring my Touch with me every time I drive anywhere.) Excellent service.

    This year, at the one-year mark, the ranger came out to do my one-year service.

    He spent an afternoon and a morning (in effect one full day) working on my car. He cleaned out the PEM and checked everything thoroughly. He replaced several parts that were not defective but which he felt were not as good as the newer versions. He found and fixed a small crack at the charge port door which I had been unaware of, and he fixed the overly-tight charge-port door latch. He also replaced the cruise-control stalk because c/c had quit working.

    Nearly $1,200 is a lot of money ($600 for the service and nearly as much for mileage) but I knew that was the cost when I bought the car, and he spent a full day working on the car. I don't see how they're going to sell the Gen III if they charge this much for service, but the service itself is outstanding.

    Kind of in the same realm as "service" is all the help I got over the phone in those early days when I was learning about the car. They were always extremely friendly and helpful. And the ranger even brought some new tires with him, as the Roadster tires are hard to find (my local tire store could not get them). Like everything about the Roadster, tires are expensive, but at least I didn't have to have them shipped. On his first visit he brought me a set of snow tires (I drive my Roadster year-around; I didn't buy it to leave it sitting in the garage half the year; this is my daily driver).

    Bottom line: Tesla service is a lot of money but is absolutely first class.

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    Burrito Founder brianman's Avatar
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    Quote Originally Posted by daniel View Post
    Kind of in the same realm as "service" is all the help I got over the phone in those early days when I was learning about the car. They were always extremely friendly and helpful. And the ranger even brought some new tires with him, as the Roadster tires are hard to find (my local tire store could not get them). Like everything about the Roadster, tires are expensive, but at least I didn't have to have them shipped. On his first visit he brought me a set of snow tires (I drive my Roadster year-around; I didn't buy it to leave it sitting in the garage half the year; this is my daily driver).
    I don't think we know yet for the S, but maybe some do in private emails.

    (1) For the Roadster though, if you provide the tires will they change them as part of annual service if needed?
    (2) General tire question: What's the shelf life of Model S or Roadster tires these days? Is it a dumb idea to have an extra set in the garage before you need them, so that they're ready whenever the time comes?
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  10. #10
    Roadster #1144 + Sig 114 dsm363's Avatar
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    Quote Originally Posted by brianman View Post
    I don't think we know yet for the S, but maybe some do in private emails.

    (1) For the Roadster though, if you provide the tires will they change them as part of annual service if needed?
    For the Roadster, they would change the tires for a small fee if I remember correctly (they had to pay Sears to mount the tires but don't think I was charged anything by Tesla). For my parent's Model S, I am ordering winter tires Tesla doesn't stock, Tesla service is going to pick them up from the local shop with the 19" rims they are buying from Tesla, have the tires mounted and install them on the Model S. That's good service.
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