I have a 2017 Model S100D. Purchased new - paid $120k back then. It's been a great car, albeit with many service issues. At first, Tesla service was exceptional. They would drive 60 miles each way from the Gigafactory 1 to Lake Tahoe to perform onsite service. And the mobile technicians were great. But it's all gone to hell in the past year.
Summary: Tesla doesn't put the customer first. Their service decisions are based on expedience and lowest cost for Tesla; not the customer's best interest. They creatively interpret their warranty to their own benefit - setting aside the reasonable rights of their customers. Their service advisors are pompous and self-righteous - knowing that that I have no alternatives and my only recourse is suing. They act as if they don't care (I can't tell if they do care). This is no way to retain customers. You can make a great product, but if you treat your customers like sh*t, they won't come back.
Examples:
MCU1 with yellow border. Fixed it the first time with replacement screen. OK for < 1 year. I reported my yellow screen today and they said that they don't replace them anymore. They just treat the symptom with UV light and the symptom goes away for a while while underlying problem still exists. Just long enough for my warranty to expire - no doubt. They further told me that they would do this UV treatment once for free. But after that, I had to pay to have it done again regardless of my warranty coverage. They acted as if they were doing me a favor. Tesla equips the car with a defective product, replace it once with a product they new was still defective before they installed it, then they say they won't replace it again despite my warranty coverage. WTF???
Squeaks and rattles. Took my car into service for a few squeaks and rattles. Unlike every other car costing $120k, they say that squeaks and rattles aren't covered under the warranty and I have to pay for it. Verified it in the warranty statement (last time I don't read the warranty!). $200 later, fixed at my cost.
AP3 upgrade. I inquired about that today and they said that while they've completed the replacement on a bunch of cars, they've mostly been Model 3s. So I pay $7,000 up front for FSD 3 years ago, and they upgrade the cheaper 1 year old models first. WTF??? They don't get it that for $120k, customers expect more than if they pay $60k.
I get it that in purchasing a Model S back then, I was on the bleeding edge. I paid a lot of money for my car and watched Tesla depreciate it by $30k solely through price reductions in the first 6 months. I've come to terms with that. But Tesla service is worse than that of Chevy. It's really pathetic.
I've decided to sell my car before the warranty runs out. As much as I love the car, I hate the service experience so much that I refuse to deal with it anymore. And short of dramatic improvements in Tesla service, this will be my last Tesla. So sad.
Summary: Tesla doesn't put the customer first. Their service decisions are based on expedience and lowest cost for Tesla; not the customer's best interest. They creatively interpret their warranty to their own benefit - setting aside the reasonable rights of their customers. Their service advisors are pompous and self-righteous - knowing that that I have no alternatives and my only recourse is suing. They act as if they don't care (I can't tell if they do care). This is no way to retain customers. You can make a great product, but if you treat your customers like sh*t, they won't come back.
Examples:
MCU1 with yellow border. Fixed it the first time with replacement screen. OK for < 1 year. I reported my yellow screen today and they said that they don't replace them anymore. They just treat the symptom with UV light and the symptom goes away for a while while underlying problem still exists. Just long enough for my warranty to expire - no doubt. They further told me that they would do this UV treatment once for free. But after that, I had to pay to have it done again regardless of my warranty coverage. They acted as if they were doing me a favor. Tesla equips the car with a defective product, replace it once with a product they new was still defective before they installed it, then they say they won't replace it again despite my warranty coverage. WTF???
Squeaks and rattles. Took my car into service for a few squeaks and rattles. Unlike every other car costing $120k, they say that squeaks and rattles aren't covered under the warranty and I have to pay for it. Verified it in the warranty statement (last time I don't read the warranty!). $200 later, fixed at my cost.
AP3 upgrade. I inquired about that today and they said that while they've completed the replacement on a bunch of cars, they've mostly been Model 3s. So I pay $7,000 up front for FSD 3 years ago, and they upgrade the cheaper 1 year old models first. WTF??? They don't get it that for $120k, customers expect more than if they pay $60k.
I get it that in purchasing a Model S back then, I was on the bleeding edge. I paid a lot of money for my car and watched Tesla depreciate it by $30k solely through price reductions in the first 6 months. I've come to terms with that. But Tesla service is worse than that of Chevy. It's really pathetic.
I've decided to sell my car before the warranty runs out. As much as I love the car, I hate the service experience so much that I refuse to deal with it anymore. And short of dramatic improvements in Tesla service, this will be my last Tesla. So sad.