Tesla Motors Customer Service Issues

Hello, I purchased a Black Model 3 Standard Plus and took delivery on April 5, [redacted]. So far, I have been happy with the service I received from the mobile and Rockville service centers. However, I recently noticed that the front bumper of my car appears to have been painted with insufficient coats of black paint. In certain lighting conditions, it appears purple-ish instead of black. I initially missed this during pickup due to overexcitement and cloudy weather, but upon closer examination on a sunny day, it became apparent. I contacted the service center to schedule an appointment, but was informed that paint defects are not covered under warranty. I believe this issue is not a defect but a result of the bumper not being fully painted before delivery. I am hoping Tesla can repaint the bumper to match the rest of the car. I would appreciate speaking with someone other than a service representative to address this, as I raised the concern within 5 months of owning the car. Please contact me at [redacted]. Thank you.

The car is excellent, but the service experience was disappointing. I own both a BMW and a Tesla. The BMW service was far superior. When my BMW had random check engine lights, they diligently diagnosed it for 5 days, thoroughly analyzing [redacted] pages of logs before resolving the issue. They provided daily updates and even gave me a new loaner car, which was truly amazing. In contrast, Tesla's service lacked empathy. I had front sensor issues with random alerts and safety concerns, but Tesla staff seemed indifferent, returning the car unfixed. Despite showing them evidence of the problem, they refused to address it. To top it off, I received a sudden $[redacted] invoice after giving negative feedback, whereas previously there was no charge. I believe that such an expensive vehicle should come with better customer service. Hopefully, in the future, they will take customer issues more seriously and provide genuine help.

Hello Elon, I have been a long-time follower of your work. I have eagerly awaited my Model 3 for nearly three years, but sadly, I am now forced to cancel my order. My recent experience with a rude woman in Auckland with an American accent left me utterly disappointed. Her disrespectful behavior towards me as a customer, especially one purchasing a new vehicle, was uncalled for. I simply wanted to inquire about a possible delivery timeframe for my Model 3 as I was originally informed it would arrive in August, but that seems unlikely now. I will be in Auckland with my wife next week and had hoped to collect the car then. Despite my polite request, the woman insisted she couldn't assist me as she was part of the sales team and I needed to speak to delivery. Yet, she refused to transfer my call. I shared that other car brands like Audi and Aston Martin provide advance notice of arrival dates, unlike Tesla. To top it off, she rudely suggested I shouldn't buy a Tesla if I wasn't satisfied, in a condescending manner with her American accent. Given this terrible customer service experience, I have decided not to move forward with purchasing a Tesla. Please arrange for a refund and address this unacceptable treatment promptly. John, NZ

I recently purchased a new Red Tesla Model S P100D in June, returning my leased Model S P90D early to take advantage of a rebate deadline. The new car had minor defects that included an irregular rear panel requiring repainting, misaligned chrome trim on the driver's door, trunk misalignment, and a malfunctioning right scroll wheel on the steering wheel. Despite scheduling a repair appointment in August and bringing the car in for service, not all issues were resolved. While some repairs were completed, the trunk remains misaligned, and the scroll wheel still does not function properly. Additionally, since ordering the car, new Model S purchases now come with a $4,[redacted] price reduction and free lifetime Supercharging. I am disappointed that my new car is still not fully functional and believe I deserve compensation for returning my leased car early and not receiving a completed vehicle. I have tried contacting Tesla Manhasset for a solution but was placed on hold. I am hopeful for a fair resolution to this matter. Thank you, Ronald Dvorkin

Subject: Collaboration Proposal for Offshore Power Supply Concept To the Team at Tesla Engineering, I, Marit JM, serve as the Managing Director of the LowEmission Research Centre in Norway. Working in collaboration with international Oil and Gas companies, our goal is to achieve zero CO2 emissions from O&G production on the Norwegian Continental Shelf by 2[redacted]. After learning about your innovative power plant product, I am keen to explore a concept that involves utilizing your new power plant size batteries to supply offshore oil platforms with power. I am excited about the potential of this idea and would appreciate it if one of your R&D directors could reach out to me to discuss how we can further evaluate this concept and possibly arrange a meeting. Thank you for considering this collaboration opportunity. Best Regards, Marit JM Managing Director, LowEmission Research Centre SINTEF, Kolbjørn Heijes v.1D, [redacted] Trondheim, NORWAY

My insurance company recently informed me that my brand-new Model 3 sustained over $[redacted] in damages, which is quite disappointing after just purchasing the vehicle. The poor paint job is evident with mismatched colors that are frustrating to observe. This, coupled with the vehicle being in for service three times in one week, has left me feeling very displeased. I would greatly appreciate a response on how to proceed with these issues.

I visited the Vancouver Tesla showroom on Sunday, and it was busy. I spoke with a representative who informed me about the end of quarter promotion offering two free options or free supercharging. I placed an order on Monday per their instructions and was notified that the car was ready for pickup on Thursday. When I arrived Saturday, I was told the free options weren't applied as the promotion allegedly ended on September 14th. The staff member mentioned there was no promotion at Tesla. I was frustrated by the situation and ended up financing more than intended. Despite being offered free supercharging, I declined and insisted that Tesla fulfill the promised benefits. I hope for a resolution soon; otherwise, I may escalate my concerns. Thank you.

Updated as of October 8th: I haven't received my refund through wire transfer yet. It's been over a month since I submitted my banking details. I am unable to follow up with Tesla as the forum seems ineffective. Please offer an alternative contact method, such as reaching out to your financial department or customer service. Thanks, Eyad Original Message: Hello Tesla, I submitted a form for a wire transfer to refund a reservation deposit on Sunday, September 8th. However, I have not received it yet. Tesla's website promised a refund within 2 weeks or less. Can you please inform me when I should expect the refund or if there are any issues with the wire transfer? I am located in Vancouver, Canada. Thank you, Eyad Alnuweiri

I purchased a car from Tesla on 09/22, and the same day a "power reduced" message appeared on the dashboard, leading to the vehicle shutting down. When I arrived at Fremont Tesla for my scheduled 11am appointment, I was informed they needed to replace my battery and rescheduled me for 3pm. I assumed the car had been thoroughly checked before payment and release, but it seems not. I am currently without a car, waiting for over 24 hours at Tesla Palo Alto. The lack of alternative transportation and not being offered a loaner car is disappointing. I am worried about the car's condition and the challenge of getting in touch with a manager adds stress. This experience after buying a Tesla is not what I expected. Thank you. Jennifer G.

The wait time for customer service is 40 minutes. I purchased a loaner car from you, and it has turned out to be a lemon. After owning it for a year and a half, it is falling apart with numerous problems, the most concerning being a bad battery. I experienced an issue where it ran out of charge just half a mile away from a charging station. Despite having enough indicated miles, the car failed to recognize the key, making it impossible to put it in neutral. My car even lost significant mileage in just two days. I had to send an employee to retrieve it and take it for charging. I hope to hear back from you soon as I have a two-week road trip planned starting Tuesday, and I really do not want to rely on this car. Thank you.

I am seeking clarification on the reason for my son's termination after assisting a roommate with a health emergency. My son, who was employed at your company, was dismissed for taking his roommate, who was in distress with breathing difficulties and heart palpitations, to the hospital in the early hours of the morning. He duly informed a person named Peter about the situation. He remained at the hospital for more than 8 hours. The reason given for his dismissal was assisting someone who was not a family member. It is appalling to terminate employment for assisting an individual needing urgent medical care. I hope you never have to face a similar situation, though ironically, it might impart some compassion and decency. Your company's actions are disgraceful and repugnant. This lack of humanity is disheartening. I sincerely trust that someday a stranger extends help to you as you have failed to do so. I anticipate no response to this email, as your phone lines remain unresponsive.

Good afternoon. On 09/23/[redacted], I followed the instructions in my legal contract and emailed [redacted] regarding my autopilot being turned off on a car I purchased for $71,[redacted]. Now, with Autopilot standard on all Tesla Model 3s and FSD technology priced at $[redacted]. A fully loaded Tesla Model 3 performance today (10/04/[redacted]) includes FSD, autopilot, and all options for $63,[redacted], making my car worth $[redacted] less. I'm now asked to buy Autopilot and FSD at $[redacted], bringing my car's price to $80,[redacted], a $17,[redacted] difference from the current model. It seems unfair not to make these standard for early adopters like me who already paid a premium. I request that Autopilot and FSD be activated on my [redacted] Tesla Model 3 without extra charges. My previous email on 09/23/[redacted] received no response, and I believe customers should be treated better. I hope Tesla can address this issue and enable the requested technology.

I am frustrated with the lack of response to my requests regarding my Tesla app issue. After the transition from Solar City to the Tesla app, I can't access my rooftop system's energy data. Despite assurances, the problem persists. I was told my profile wasn't linked to my account, which was supposed to be fixed by 10/14. However, now I'm locked out of the app entirely. I need my system added to the Tesla app to monitor energy production online. I hope for a resolution soon. Thank you, Chuck N. [redacted] Train1107@[redacted].

I received confirmation that my product has shipped, but it hasn't left the destination yet. I'm frustrated with Tesla's customer service. Despite multiple unreturned calls, I was eventually directed to their artificial intelligence virtual service center for help with my wall charger. After going through various steps, they are now suggesting checking my car instead of the charger, even though the charger seems to be working fine with other outlets. I'm disappointed with the lack of clear information and the lengthy process. I have decided to purchase a new charger, but I expect Tesla to expedite the delivery considering the inconvenience I've faced. The whole experience has left me dissatisfied with their customer service and I doubt I will recommend Tesla to others moving forward.

Hello HR/Security team, I observed suspicious activity in a TESLA parking lot located at [redacted] Fremont Boulevard, Fremont, CA [redacted] (Kato Road) on Sunday, October 13th, between 6:05 PM and 8:03 PM. A silver SUV (Infinity JX 35, License Plate: 7DSC955) entered through gate 5/6, turned back, and parked in front of the TESLA showroom where visitors typically park for 2 hours. I wanted to report this incident involving trespassing. The SUV was occupied by an Asian male and female who exited through the visitor exit gate at 8:03 PM.

I have visited Tesla Service Stations and had two mobile mechanics come to my home to address various issues. One persistent issue that remains unresolved is the weak wifi system on my Tesla Model 3. Despite Tesla's assurance that it has been fixed, the problem persists. Strangely, while my cell phone can pick up around 27 local wifi signals from my driveway, my Tesla only detects two, and neither of them is my own modem's signal. The second mobile technician believes it's a hardware problem, but Tesla refutes this claim and insists that everything is functioning properly.

Hello, I am reaching out today to address an unfair situation with my Tesla Model 3 purchase. I purchased my Tesla Model 3 black rear wheel drive with the long-range battery in June [redacted] and adore my car. Initially, I reserved my Tesla with a $1,[redacted] (CDN) deposit after Mr. Elon Musk announced the affordable Model 3. With my inheritance, I obtained my car for $65,[redacted] CDN in June [redacted], unable to afford the additional $3,[redacted] CDN for autopilot due to the high price including taxes. At 72 years old and retired, I regret not getting the autopilot, which I currently cannot afford at $4,[redacted] CDN. Tesla now offers a similar model to mine, including AWD and autopilot, for $65,[redacted] CDN. I request a significant reduction in the autopilot cost to around $2,[redacted] to $2,[redacted] CDN, considering the substantial price difference between my [redacted] purchase and the current model. I believe this adjustment is fair for early Tesla Model 3 buyers who supported Tesla in its electrification efforts. I hope Tesla will consider my request fairly. I appreciate your attention to this matter and the confidentiality of my information. Thank you for your time and anticipated positive response. Serge Desnoyers

I am currently attempting to purchase a used Tesla online. I have been waiting to receive an offer for my trade-in. Today, when I attempted to log into my account, I encountered an issue. Despite the password being saved on my phone, I have reset it three times with no success in logging in. When trying to initiate a live chat, it required me to log in, which was not possible. Contacting the 1-[redacted] customer service number only led me to a dealership that exclusively sells new Teslas in another state, unable to assist with used Tesla purchases or password resets. Unfortunately, I have been unable to reach a live person at Tesla through the phone, as it only directs me to a recording. Therefore, I am unable to complete the purchase of my Tesla without access to my account.

My pre-owned Tesla came with a four-year 50,[redacted]-mile warranty, but the service center has been insisting I only have a two-year [redacted],[redacted]-mile warranty. Despite showing them the VIN number which proves the four-year warranty, there has been no resolution. Chris and Emily at the service center promised to fix the issue but have not followed through, and reaching them by phone has been difficult. Communication has been extremely poor. We have involved our attorney who believes it is a clear-cut case, but I hope to resolve this matter amicably by simply correcting the service records for the car. How can we proceed to resolve this? - A.G. and G.S.

Thank you, Mr. Musk, for your commitment to the environment. I am Nikhil Tale from India, studying Electronics at NIT. I am excited about electric vehicles and have a business idea that requires long-lasting batteries and fast chargers. I am aware of your innovations in battery technology, and as Tesla does not have a presence in India, I am interested in collaborating to help establish Tesla in the country. Thank you for your consideration, sir.