My first experience with Tesla service was when my car created an alert telling me that there was a coolant leak. When I called them, they told me that it didn't make sense as the car had no radiator. I had to send them a picture of the warning on my dash before they realized that I must be telling the truth.
When I brought the car in to the service center in Sunnyvale, they told me they were backed up and that they probably wouldn't be able to look at it until the end of the day. At the end of the 2nd day, having heard nothing, I called them and they told me they wouldn't be able to even look at it until the end of the week. It took me half a dozen angry phone calls to the service manager to convince them to look at it the following day, determine that it needed a new part that had to be ordered, and order the part. All told, the car was with them just over a week.
About 2 weeks later, my AC stopped working (South Bay Area Summer--hooray!) Again, they tell me it'll be days before they can look at it.
All told, from the moment I drove out of the Fremont factory in December 2013 as a happy customer, Tesla the company did everything in their power to lose me culminating in a bait and switch offer on my car after 3 years.
They want people to believe they are different. They're not. :(
In the US, there is no obligation on the part of the dealer/service-station to provide a replacement car while warranty repairs are being performed.
Many of the luxury brands, and some of the larger dealers, provide this as a value-added service. When my Lexus goes in for service (even just an oil change), they provide a new Lexus for the day. For my VW, the dealer provides a car from a rental service. When I owned a Jeep, I was SOL during service, having to schedule my own transport.
When I brought the car in to the service center in Sunnyvale, they told me they were backed up and that they probably wouldn't be able to look at it until the end of the day. At the end of the 2nd day, having heard nothing, I called them and they told me they wouldn't be able to even look at it until the end of the week. It took me half a dozen angry phone calls to the service manager to convince them to look at it the following day, determine that it needed a new part that had to be ordered, and order the part. All told, the car was with them just over a week.
About 2 weeks later, my AC stopped working (South Bay Area Summer--hooray!) Again, they tell me it'll be days before they can look at it.
All told, from the moment I drove out of the Fremont factory in December 2013 as a happy customer, Tesla the company did everything in their power to lose me culminating in a bait and switch offer on my car after 3 years.
They want people to believe they are different. They're not. :(