One year later: Creating the World’s Best Service and Warranty Program
Well, note quite a year, closer to 11 months. Back on April 26th 2013, Tesla posted this:
Creating the World’s Best Service and Warranty Program | Blog | Tesla Motors
I was at my local service center today who are, as always, chock full of awesomeness.
I'm less pleased about the corporate side of that customer care though, specifically the loaner cars. I have something that needs to be fixed so I asked about a loaner. They have none. In talking a bit with the Service Center folks, they're in a real bind. Customers aren't happy loaners aren't available, but the service center has no control over it.
- They don't know when cars will arrive
- They have no idea how long they'll be around, most are sold almost instantly
- They've relayed the problem up to corporate many times, but there's been no change in policy
- I could get an Enterprise rental, but I have to go there myself and do the arrangements. I guess Tesla either has an account or I get reimbursed, but I didn't get detail on this option.
They will pick up/drop off your car so if it's a one day fix they'll largely come to you, go fix it and bring it back, which is a big help.
Having loaners though, top of the line loaners no less, was something promised in that blog post and it's simply not happening. The cars sell out soon as they arrive and disappear. The incredibly sad part is Tesla can have the same overall sales throughput on loaners, but just make sure the old ones can't be sold until the replacements are on the way.
I suppose, if folks want to be heard, you'll have to email/contact someone in corporate because while the service center folks are definitely fighting on our behalf, corporate isn't listening. Nearly every dealership has loaners. BMW, Acura, any I've dealt with or looked at all have loaners nearly 100% of the time. Hell, even the body shop I went to for a bumper repair had a free loaner.
I'm not sure where to email these days. There used to be an
[email protected], but it's not advertised as a contact point anywhere on their website anymore. In fact, I can't find any email address on the website for owners anymore, just a phone number. Can anyone else chime in if they know a good email address to use?