BEGIN RANT:
I've been pretty patient, trying to be understanding that this company was trying to hit their 3Q profitability numbers. But this is getting frustrating and absolutely ridiculous.
Since delivery almost three weeks ago, I have e-mailed, called and texted with 5 different people at Tesla Costa Mesa to get a list of issues fixed/scheduled for repair. Each one of these people I've interacted with have said "we'll get back to you later today" or "by tomorrow" and it has now been weeks with no service appointment scheduled (the online appointment scheduler in MyTesla is weeks out, while I was promised an appointment before I leave for travel in a week).
Today I get an "urgent" e-mail saying they are missing money on my purchase. I point out that it was paid by credit card (with transaction number) and the response was "oh okay thanks we will get that corrected." I also alluded to the issues that are yet to be fixed on the "brand new" car and the response was "call the service center," aka the phone line with an hour plus wait time. Even the CA DMV has a "virtual hold" call back feature so that busy people don't waste hours of their lives listening to crappy music. This is 2018 not 1995.
Tesla needs to get their sh&T together. No employee takes ownership of a client case/account and you're left with everyone passing the buck onto someone else. When I asked the guy I spoke with today how come the 4 other people I spoke with before him didn't create the due bill or schedule the service, he said "I don't know" and didn't even offer to get the appointment scheduled for me. If JD Power or a third party called me and asked me to rate my customer service experience with Tesla, I'd give them a big fat ZERO. an F-, a Z.
Even the much criticized Fisker never avoided customer contact this badly. I was always able to speak with a customer rep promptly, while Tesla seems to dodge calls, not reply to texts or e-mails, and use a 30 year old telephone system for service appointments.
TL;DR:
Tesla tech: A
Tesla car performance: A+
Tesla car quality: B-/C+
Tesla customer service: F-
In retrospect, I should have just driven the car back to the delivery center on day two and threatened to reject the car if they didn't schedule the repairs. Seems like they only pay attention when $$$ is involved.
END RANT.
I've been pretty patient, trying to be understanding that this company was trying to hit their 3Q profitability numbers. But this is getting frustrating and absolutely ridiculous.
Since delivery almost three weeks ago, I have e-mailed, called and texted with 5 different people at Tesla Costa Mesa to get a list of issues fixed/scheduled for repair. Each one of these people I've interacted with have said "we'll get back to you later today" or "by tomorrow" and it has now been weeks with no service appointment scheduled (the online appointment scheduler in MyTesla is weeks out, while I was promised an appointment before I leave for travel in a week).
Today I get an "urgent" e-mail saying they are missing money on my purchase. I point out that it was paid by credit card (with transaction number) and the response was "oh okay thanks we will get that corrected." I also alluded to the issues that are yet to be fixed on the "brand new" car and the response was "call the service center," aka the phone line with an hour plus wait time. Even the CA DMV has a "virtual hold" call back feature so that busy people don't waste hours of their lives listening to crappy music. This is 2018 not 1995.
Tesla needs to get their sh&T together. No employee takes ownership of a client case/account and you're left with everyone passing the buck onto someone else. When I asked the guy I spoke with today how come the 4 other people I spoke with before him didn't create the due bill or schedule the service, he said "I don't know" and didn't even offer to get the appointment scheduled for me. If JD Power or a third party called me and asked me to rate my customer service experience with Tesla, I'd give them a big fat ZERO. an F-, a Z.
Even the much criticized Fisker never avoided customer contact this badly. I was always able to speak with a customer rep promptly, while Tesla seems to dodge calls, not reply to texts or e-mails, and use a 30 year old telephone system for service appointments.
TL;DR:
Tesla tech: A
Tesla car performance: A+
Tesla car quality: B-/C+
Tesla customer service: F-
In retrospect, I should have just driven the car back to the delivery center on day two and threatened to reject the car if they didn't schedule the repairs. Seems like they only pay attention when $$$ is involved.
END RANT.
