I had an object fall off a military vehicle on a base in SoCal and while I almost swerved out of the way it still penetrated the lower driver side front bumper fascia and scuffed it in several spots before hitting the ground. The damage was significant enough to try and replace my bumper. Seeing as how I had a deep scratch on my rear bumper fascia I decided to replace both out of pocket.
I spoke with Tesla, the service response was extremely quick and I was linked up with Van Nuys in October 2018. I placed an order for both bumpers painted as Van Nuys was incapable of painting on site. I was quoted the price of repairing the bumpers, not a full replacement or so I was told. The bumpers finally came in, painted, around December 21st 2018. I was out of the state and unable to make an appointment before Christmas and they said I could come by after the new year. I called when I returned only to find out the Van Nuys location was closed permanently and my bumpers were shipped over to Pomona. I contacted my service adviser only to find out my bumpers were not shipped and they were not able to locate them. I place an order for two unpainted bumpers to go to Pomona and was told to expect a call for an appointment. I called everyday for approximately 5 weeks before I was told they had bumpers but they could not get me in for another month as they were backed. At that point I am 5 months from my initial contact and looking at another 3-4 weeks just to get another appointment, it would take another week once they came in to get it replaced and painted. I never got their call back that they received bumpers.
I gave it two weeks and went to the San Diego SC. I was told I could just order pre-painted bumpers and have them shipped to the SC. They said they may even have them in stock. I waited and they confirmed they were out of blue bumpers and emailed Pomona to request bumpers. I have emailed the service guy at the SD SC once a week since and nothing. It has been 3 weeks and he said it is all on Pomona.
At this point, roughly 75% of the time I have owned the car I have been waiting for 2 bumpers.
I love this car. It is fun to drive, convenient, looks great, efficient and has a low TCO. My story is very mild compared to some I have heard and it is still unacceptable. The scarcity of parts, lack of supply chain cohesion, time to repair and huge backlog is very, very concerning. I would say parts/repairs are the biggest threats to the future of the company.