Sep 13, 2012
dsm363 Will all of the intense discussion about Tesla's service pricing for the Model S, a few of us thought sharing our experiences with Tesla service might help provide some perspective and explain why most Roadster owners seem a little less upset about the pricing. I'm not saying it isn't expensive but that the service provided so far has been excellent and I've found you often get what you pay for.
This thread should only be for Roadster owners and Model S owners who have had experiences with Tesla service (I realize it's basically only Roadster owners at this point but that will change).
I'll start off:
I am fortunate to have a backup car (Jetta TDI at the moment) so the few times the Ranger was only able to come during the day while I was at work I left the keys and signed paperwork on the driver's seat and he let himself into the garage, fixed it, and closed it after he left. How cool is that? They're also really nice people who love what they do and it shows. I've had them meet me at 6:30AM so I could hand them the keys and take off for work too before I did it the other way. When I had my rear tires replaced, they took the rims to Sears for me, mounted the tires then installed them again.
The cost is high but Telsa is obviously in a growth phase and maybe this is part of their revenue stream to fund it. Not saying the price is right though. I think the $475-600 you pay yearly is ok and if you drive more than 12,500 miles you are responsible for getting it checked but not for an additional $475-600.�
Sep 13, 2012
AnOutsider Excellent idea Dave. I'm sure the others will chime in�
Sep 13, 2012
Charged_Up "The cost is high but Telsa is obviously in a growth phase and maybe this is part of their revenue stream to fund it. Not saying the price is right though. I think the $475-600 you pay yearly is ok and if you drive more than 12,500 miles you are responsible for getting it checked but not for an additional $475-600."
What if you drive only 6,000 miles per year? Do you only get service at 12,500? or do you pay annually?�
Sep 13, 2012
bonnie Thanks for starting this thread, David.
As a new Roadster owner, I was a little freaked on a Friday night trip to Cupertino where it appeared I'd lost 20 miles off my battery. (Before anyone reacts to that, let me say it was ME, not the battery). I posted on the forum, saying since I was near Menlo Park, I'd stop in that morning and get the car checked. When I pulled in Saturday morning, Jake (then the service mgr) had come in on his day off and was waiting for me (someone had seen my post), they'd already pulled my logs remotely to see what was going on with the car ... in and out in less than 30 minutes.
I assumed my first annual service would be pretty straightforward since there were no problems to report (okay, okay ... one. I asked them to tighten the cable on the softtop.) The inspection resulted in all four shocks being replaced at no cost. (I think that's what a lot of posters on another thread are missing - it is an in-depth inspection and when something is found, it is fixed under warranty.)
I had a real issue with the PEM/battery - Tesla Roadside service was there promptly, took me home and my car to Menlo Park. They would have brought it home for me, but I was headed to Fremont for the Get Amp'd event - and it was waiting for me out front, detailed, fully charged for the ride home.
Because I live near a service center, I don't have all the stories about Tesla Rangers showing up and quietly taking care of the car unbeknownst to me. But I can say that when at the Service Center, I've been taken to lunch, offered a car to drive (when they had one extra), given an office with wifi so I could work, etc. And to a person, Tesla employees have been great to deal with.
I talk about the Tesla standard of customer service at the office. You all wonder why there are so many Tesla supporters on this forum? It's not only the car. It's the service. They've managed to turn the whole lot of Roadster owners into salespeople. I'm getting a 2nd Tesla vehicle because of the service I've experienced first-hand.�
Sep 13, 2012
dsm363 It would be like every other warranty I've had for a car, once a year. I only drove 3,000 miles in my Jetta TDI last year (Roadster seemed more fun) but still had to take it in for service for my 20,000 mile checkup at 12,900 miles otherwise the warranty would be voided.�
Sep 13, 2012
Doug_G Late one night while driving long distance I texted our service manager to say my Roadster was producing error messages. It was indicating a problem with the cooling fans. To my surprise he texted back about 20 seconds later, telling me to call right away if the fans stopped working. At 1 am I emailed him to say that I made it home. In less than a minute I had a reply - he had actually stayed up to make sure I got home safely! Wow! Two days later my Ranger arrived to replace the fan unit under warranty.�
Sep 13, 2012
dadaleus Tesla service is phenomenal. I can't think of any specific stories like these (haven't had any issues to speak of), but they are always incredibly responsive and accommodating. It's really 1st class. They always work with my schedule, and will fit me in when needed.�
Sep 13, 2012
daniel I got my Roadster in June of 2011. There were a few issues with it. My Gen II iPod Touch could not reliably connect either by the cable or Bluetooth. (Both worked some of the time but not all.) There were a few other issues which have slipped my mind, and I do not save emails far enough back to review them.
Tesla sent a ranger out at no cost and he fixed everything other than the iPod issue, which appears to be an incompatibility between the annoying Alpine unit and the older iPods. (I ended up buying a new iPod Nano just for the car, and it's an ideal solution because it lives in the car and I don't have to bring my Touch with me every time I drive anywhere.) Excellent service.
This year, at the one-year mark, the ranger came out to do my one-year service.
He spent an afternoon and a morning (in effect one full day) working on my car. He cleaned out the PEM and checked everything thoroughly. He replaced several parts that were not defective but which he felt were not as good as the newer versions. He found and fixed a small crack at the charge port door which I had been unaware of, and he fixed the overly-tight charge-port door latch. He also replaced the cruise-control stalk because c/c had quit working.
Nearly $1,200 is a lot of money ($600 for the service and nearly as much for mileage) but I knew that was the cost when I bought the car, and he spent a full day working on the car. I don't see how they're going to sell the Gen III if they charge this much for service, but the service itself is outstanding.
Kind of in the same realm as "service" is all the help I got over the phone in those early days when I was learning about the car. They were always extremely friendly and helpful. And the ranger even brought some new tires with him, as the Roadster tires are hard to find (my local tire store could not get them). Like everything about the Roadster, tires are expensive, but at least I didn't have to have them shipped. On his first visit he brought me a set of snow tires (I drive my Roadster year-around; I didn't buy it to leave it sitting in the garage half the year; this is my daily driver).
Bottom line: Tesla service is a lot of money but is absolutely first class.�
Sep 13, 2012
brianman I don't think we know yet for the S, but maybe some do in private emails.
(1) For the Roadster though, if you provide the tires will they change them as part of annual service if needed?
(2) General tire question: What's the shelf life of Model S or Roadster tires these days? Is it a dumb idea to have an extra set in the garage before you need them, so that they're ready whenever the time comes?�
Sep 13, 2012
dsm363 For the Roadster, they would change the tires for a small fee if I remember correctly (they had to pay Sears to mount the tires but don't think I was charged anything by Tesla). For my parent's Model S, I am ordering winter tires Tesla doesn't stock, Tesla service is going to pick them up from the local shop with the 19" rims they are buying from Tesla, have the tires mounted and install them on the Model S. That's good service.�
Sep 13, 2012
Doug_G The general consensus seems to be 5-6 years for regular street tires. It may be significantly less for performance tires, but it's not clear how old is "too old".�
Sep 13, 2012
NigelM I ordered the CF upgrades just before my 12k. Tesla called and asked if they could pick-up my Roadster and take it back to Miami (200m each way) to fit everything and do the 12k at the same time as it would be easier than sending the Ranger for 2 days of work. We arranged the date, they waived the Ranger fees, did the whole thing perfectly and detailed my car before they brought it back.
Ranger has visited my house with the combination to my garage and fixed a minor issue while I was at work. Another time the Ranger dropped by to fix a TPMS problem, I was on vacation but he let himself in with the garage code I texted him; he fixed it, put it back in storage mode and closed up the garage.
Needed new rear tires. Ranger was in the area (no fees charged) and he had some with him. Took my rims to Ford, changed the tires and had them back on my car 2 hrs later. They charged me a fair price price for the tires. Ranger was there about 4 hours in total, no charge. Ford scratched one rim, so Tesla replaced the rim no charge.
On a purchase Tesla accidentally overcharged my credit card $3,000! As soon as I got my statement I noticed and called them, they fixed it immediately, apologized and then sent me a free Roadster cover worth $300.
UMC stopped working. Called Tesla and they sent a new one, overnight delivery, under warranty. It arrived at my house about 16 hours after I called them.
At least in Florida Tesla has been recruiting additional service personnel in advance of Model S hitting FL roads. I'm certain I won't see the Rangers for Model S as often as I did for my Roadster, but I still feel good about Tesla service being ready.�
Sep 13, 2012
daniel (1) I have snow tires put on my Roadster for winter. The Ranger would not be here at the right time of year. So that's a moot point for me.
(2) It is my policy to buy tires from the ranger if I will need them before his next annual visit. I'm sure it doesn't hurt to have new tires sitting in my garage for less than a year. I really have no idea of tire shelf life though. I'm sure Tesla would ship tires, but I save the shipping cost by getting them from the ranger when he's here. in June he told me my rear summer tires were close to being worn down to where it's advisable to switch. I got the two new rear tires, but as I'm away for six weeks in summer, I'm waiting until spring to have them put on. Pretty soon I'll be putting on the winter tires.�
Sep 13, 2012
Doug_G Roadster tires are available at TireRack.com and are cheaper even with the shipping.�
Sep 13, 2012
jerry33 There is really no way to tell. Under optimum storage conditions tires can last a very long time -- 9-10 years with no deterioration. In poor conditions (Like the ones you sometimes see outside on a rack in front of a service station or tire store.) three months and they might be shot. Basically, keep tires away from heat and ozone and don't store them vertically to make them last the longest. (And don't use them as a table either)
Yes, but aging is not the primary reason. Tire manufacturers can and do change the "formulas" regularly and without any notification so by keeping tires around you'll not have the improvements of the latest tires. It only takes a couple of days to get tires to your door, and usually you know when you'll be needing a set of tires. After you wear out your first set, keep one of the take off tires for an emergency spare. That way you won't have to have a new tire sitting around. It only needs to be good enough to get you around while a replacement comes.�
Sep 13, 2012
brianman Can I get a ballpark on "how much" cheaper? Are we talking table scraps ($10 on all four tires) or like 30% cheaper than from the Ranger?
Thanks all for the deep info.�
Sep 13, 2012
Doug_G Here's an example:
Yokohama A048 installed and balanced by Tesla: $1418.38.
Yokohama A048 TireRack.com price (not installed and balanced): $1,036.00
The Tesla prices aren't terrible or anything. In fact they may not be the exact same tires; A048s are available in a few different compositions. The TireRack price for the newer "LTS Lotus" version is $1,214.00.�
Sep 13, 2012
brianman Let's assume for a moment that they are the same composition.
$382 for installation and Tesla taking full responsibility if anything goes wrong (Nigel's example of the Ford rim damage) is probably worth it to me�
Sep 13, 2012
Doug_G Sure. I'm in a little different situation since I'm 400km from the service center. The Ranger fees add up quickly.�
Sep 13, 2012
brianman Hopefully they'll offer something new for Roadster folks on this, in light of the recent $2400 plan for Model S.�
Sep 14, 2012
DriverOne This thread is making me feel a little happier about the Model S servicing fees.�
Sep 14, 2012
daniel Oops. Mine are upright, leaning against the wall of the garage. At least my garage never gets hot, and it will be cold now until they go on the car in the spring. And nothing in my garage is making ozone.
But the front and rear tires are different. So wouldn't you need one of each?�
Sep 14, 2012
NigelM Some of this may be regional specific. Tesla charged me $300 each for Yokohama AD07s, but the local Tirerack (and Tirerack.com) wanted $354 each. Tesla was cheaper for me, plus the Ranger was in town dealing with a different car and as he was waiting for overnight parts for that car, he took care of my tires with no fees. (BTW, because of the scratch that Ford was responsible for Tesla not only provided a new rim they also refunded the $30 fee Ford had charged).
P.S. Guess that links the slight "Tire" OT back to actual service experiences again. :wink:�
Sep 14, 2012
markwj The Tesla team out here in Hong Kong is very impressive. Best. Service. Ever.
I had a few problems with the car in the first six months. Each time they responded within minutes, dealt with either coming to fix the car where I was, or picking it up and dropping it off detailed. Zero cost for any warranty work. Zero cost for the upgrades (firmware, improved parts, etc). Biggest thing is that they think and use common sense. At the last annual service, rather than replacing my custom Bosche windscreen wiper with the new part (upgrade) they had, they put the new wiper in the boot 'in case I wanted to try it to see how it compares'.
They really do go above and beyond. How scalable that is to the Model S volumes and profit margins remains to be seen. But, the attitude, team and ethos are in place.�
Sep 14, 2012
jerry33 You sure would for the Roadster.
- - - Updated - - -
That's probably worth $200/$300 of the maintenance fee right there.�
Oct 1, 2012
dhrivnak Here is my latest experience with Tesla's great service. After 18 months and 11,000 miles of trouble free driving, as I was heading out on a 1200 mile trip in the car I received numerious power train faults and the car would stop. Normally I am serviced out of Chicago but being this was early in the morning I contacted the DC store and they cheerfully agreed to help. After uploading the logs they determined they suggested a possible fix I could try with a photo of the bolt that may need tightened. I also posted on this forum to see if other owners had a similar issue as I was about head out on a significant trip to an electric vehicle convention and did not want to leave the car behind.
Later that day the Chicago store contacted me as they saw the post. I shared the fix and then tenatively headed out on my trip.
Tesla called and texted to ensure I arrived safely. The fault reoccured while at the event, and I applied the fix again. I offered to apply a more permant fix, but to be on the safe side Tesla wants to send a ranger to troubleshoot. This is no small task as I am 400 miles from the nearest store. This will set me back $100 but for such a visit I am very willing to pay that nominal fee.�
Oct 1, 2012
STxTesla Tesla's service plan will result in many positives:
1. The Model S will be much safer to drive, year in and year out. It will be just as safe to drive in year seven as in year one due to the ongoing inspections/maintenance.
2. The smooth comfortable ride will always be there. This could serve to sell more Model S units.
3. The constant maintenance will support and maintain resale value.
4. Upgrades will keep the Model S current and the software will be as good in older models as in the newer ones.
I'm sure that I haven't thought of all of the positives...but I listed a few. The one part of keeping the car up to date, in terms of maintenance that has not been mentioned is whether paint jobs in the future will be available. If I want to repaint my car in 8 years, will I be able to get a paint job to match my original color? (Sig Red)
I think that the service plan will be much more economical than payments to BMW, Porsche, etc. for post-warranty work orders. One job after warranty on one of those cars could cost more than the four year Model S service plan cost to the owner.�
Oct 1, 2012
RDoc AFAIK, to date, Tesla has not said anything about an extended warranty after year 4.
They've also not said anything about how much it will cost to maintain the battery warranty after 4 years either.�
Oct 2, 2012
Tempus I think the only thing they've said is they are still working out the details of the extended warranty... it was in one of George B's posts here around the whole maintenance discussion i believe.�
Nov 2, 2012
NigelM New Service Manager and Technician from Tampa came by the house this afternoon. I didn't have any problems, but they wanted to introduce themselves and make sure I was happy after 72 hours of Model S ownership; plus they delivered my charge cable bag. They had already checked out my Roadster history and asked about my last Ranger visit from 3 months ago to make sure everything was still OK.�
Nov 3, 2012
bonnie On Monday, I got the '12V battery needs servicing' message. For non-Roadster owners, the 12V battery runs the things like door locks ... and if it isn't working, then the car draws power off the main. So clearly not a big deal.
I sent Johnny (Service Mgr @ Menlo Park) an email, also saying I hated to drive into Menlo for something so small (approx 140 miles each way). So they offered to come here instead. I went to work Thursday morning & when I returned home, the Tesla elves (it's getting close to Christmas!) had been in my garage and left me with a replaced battery.
Thanks Johnny! The Tesla commitment to customer service is MUCH appreciated.�
Nov 5, 2012
stevezzzz I agree with you completely concerning Tesla's commitment to customer service, Bonnie, but (and here I go off-topic a bit) don't assume too much regarding the 12V battery. Unless they changed things since my experience 18 about months ago, the 12V battery is essential: if it goes toes-up, the Roadster isn't drivable. It happened to me without a warning of any kind, so maybe (since you did get a warning) they have changed the system, and maybe the 12V electronics can now draw power from the main battery. But I wouldn't count on it.
Tesla service in Denver (back on topic) had my Roadster towed, diagnosed, repaired and returned to me in less than 48 hours.�
Nov 5, 2012
bonnie No, it does draw from the main (now). Thanks to this forum, I found that if I opened the charge port door, I could use the key fob to open the door (versus crawling under the car to manually use the key). If I did that first, no error message. If I didn't, the door wouldn't unlock (though I could see the error message on the VDS).
Could just be because I have a 2.5, or maybe it was a software update. Or maybe the wine in Napa has befuddled you.
�
Nov 6, 2012
Doug_G The 2.0's work the same way. That's how I was opening my door when my battery failed.�
Nov 19, 2012
Kauai Bonnie suggested I post my experience with Tesla service. Bottom line is I am really impressed: completed all requested work, fixed other important stuff I hadn't noticed (after notifying me), made common sense suggestions to improve my experience. This is a big contrast to standard dealer service where the "original" problem my not get addressed at all! Here is a quick summary for anyone who is wondering what the Model S service experience is like for those of us new to the Tesla clan.
1. Pick up new car with Factory delivery on Saturday. Have lots of fun :biggrin:
2. Charge car over night in Standard model with newly installed 14-50 outlet. (still waiting for the HPWC)
3. Car is fully charged in the AM, but several error codes.
4. Call Tesla and agree to bring car to Tesla Menlo Park and leave it overnight for service on Monday :frown:
5. Bring car to Menlo, and even though service is closed tech clears error codes while I wait. Go have fun barnstorming through Santa Cruz Mountains :smile:
6. Tesla picks up car from the house on Tuesday to fix faulty charger (while I head to Disneyland with the family). No extra trip to Menlo required :biggrin:
7. Wednesday call from Menlo service manager that converts me from EV believer to EVangelist: :love:
- Charger fixed
- Replaced windshield due to small crack (early manufacturing problem, fixed for later cars); Glad this wasn't another trip for me!
- Service manager thinks ahead to likely rain and proposes options to keep detailed car mint for pick up
- Service manager agrees to come in early so I can pick the car up on Monday when I am back from vacation
In general I was impressed that the service organization clearly bent over backwards to accommodate my schedule. They not only addressed all the issues that I had, but also looked the car over and caught an important issue - cracked windshield. They were able to explain the source of both issues and give me confidence that the fixes would take care of the problems. I think the icing on the cake was the discussion to arrange pick up:
Me (in sunny LA): Just drop it off in my driveway so it's ready for the Monday commute
Randy (in overcast Silicon Valley): Happy to drop the car off, but it's forecast to rain the next few days. We could keep the car in the shop over the weekend to keep it looking nice. We could delivery it on Monday?
Me: What time do you open on Monday?
Randy: 9am
Me: Any chance you can come in early?
Rand: What time would work for you...�
Nov 19, 2012
NigelM Nice story Kauai. I've given the Tesla Ranger my garage code (it's on a keypad) before to just go ahead and put the Roadster back when they were done with service.�
Nov 19, 2012
bonnie Kauai - thanks so much for taking the time to write about your service experience with your Model S. I know I get accused of being a fangirl, because ... well yeah. I'm a fangirl. But it's because of stories like yours, not because someone is slipping me koolaid to drink. While I know there are some negative experiences, there are so many more astounding stories like this.�
Nov 19, 2012
brianman "Do you have koolaid? I was told there would be koolaid in the lounge."�
Nov 19, 2012
dhrivnak I can post another great story about customer service and the Ranger team. Just as I was to leave on a 1000 mile trip in the Roadster it dies on me 4 times. First time ever the car had stopped on me. It was an accelerator 972 error. While I was serviced out of Chicago I called DC due to the time difference. They looked at the logs and thought it could be a lose ground and sent me picture on how to fix as I am 410 miles from the nearest service center and I really wanted to make my trip. They followed up while on the trip and it faulted again. Tried the ground trick and made it safely home. Even though I was home they wanted to send a Ranger to be sure. He checked the ground and installed a new accelerator assembly. Unfortunately the problem reappeared and the Ranger was dispatched again. This time they removed the PEM and discovered there was a lose connection.
Intermittent problems can be so hard to resolve and I have to give Tesla strong marks for sticking with it and fully resolving the problem.
While I have never had bad service from a dealer I must say Tesla went above and beyond.�
Nov 19, 2012
bonnie The espresso is usually pretty good.�
Nov 19, 2012
cinergi I dropped my car off this morning, they drove me to work (in another Model S!), and picked me up (in my Model S) at the end of the day. I never feel like I have to fight to get something done, or like I'm inconveniencing them, or that I'm wrong (customer's always right), etc. Always have good, friendly conversations with everyone. They love talking to their customers.�
Dec 4, 2012
gmontem Does this story count as a Service Experience with Tesla?
Last night I learned that my rear left door cannot be opened from the inside. All the other doors are fine. I sent an e-mail to the Ownership Experience team at 7:07 pm yesterday explaining my problem. No replies from them at all. Today at around 3:30 pm I decided to call them and was forwarded to the Menlo Park number, probably based on my phone number. A human picked up the phone. I explained my problem, and he explained what could be the problem. He then asked if I prefer the Fremont team to look into my car. He took my contact number after I agreed. Told me to expect a call from them in maybe 90 minutes. It is now 6:10 PM and still no call. :cursing:�
Dec 4, 2012
Doug_G Best to call your nearest Tesla service center for this.�
Dec 4, 2012
bonnie Be sure to let us know the end of the story.�
Dec 5, 2012
gmontem That smile implies you know it'll end with a happy ending.
I drove to the Tesla Server Center at Fremont (Tesla Factory). Before heading off, I entered "Tesla Factory" in the car's Google Maps for directions and was surprised to see "Tesla Factory" was not among the list of search results. I ended up just searching for "Tesla" and found the Factory through one of the results, Tesla Service ... something. When I entered the service station I gasped at the large number of Model S cars parked in that area of the parking lot. I don't know if those are cars needed to be serviced or waiting to be delivered.
The lobby has a bunch of large windows that allow me to watch the crew working on the cars, including mine. Now that's something you don't see in dealership service centers.
To make a long story short, they found the problem -- a screw inside grounded some wires. The crew rewired it and fixed the problem. I also asked about the front passenger door requiring more effort to close. They took a look at it, too, and concluded to wait for the seals to wear away in due time. lol. Last inquiry was about the seat belts. Why do mine not lock when I pull at it quickly? The guys at the front desk didn't know the answer, so they had it investigated. I don't remember the findings, but the seat belts will lock when you brake suddenly and move forward. I think that was what was said to me.
Anyway, I'm a happy camper now.�
Dec 5, 2012
vfx The Newport service center had to rent the building next door they had so many Model S' to prep for local delivery. In the old days you could even walk around the repair center it was so clean. Now they are a bit more careful. When a battery is exposed they even pit up special barriers for customer safety.�
Dec 6, 2012
markwj Needed some new rear tires for my roadster.
The Ranger picked the car up from my office first thing this morning, changed the tires, fixed the TPMS, tightened up my squeaky front console, moved the Bluetooth microphone to make it usable, cleaned the car back to gleaming, and dropped it off at my office in time for my drive home. They then went the extra mile to help investigate the Bluetooth pairing issues some owners have been having with the Alpine units.
Painless, and a joy - especially compared to the hassle I go through with my wife's Nissan twice a year. It will be good when that is swapped for a Model S.
Well done, Tesla Hong Kong - you continue to delight.�
Dec 6, 2012
Brian H Why do I suspect you'll (or you've) let Nissan know about the contrast!?�
Jan 20, 2013
SteveH Thanks to Tesla Staff
I see it in many different threads, but I wondered if we might want thread out there just to call out Tesla employees who go above and beyond to help us through the education, buying, ordering, delivering, and support processes.
(Mods: Can we make this a sticky?)
I wanted to start out by thanking my Product Specialist, Mike Beebe. I'm a little clueless on the steps I need to to complete the financing of the car and my credit union is to date completely clueless. This combined with a crazy work scheduled, upcoming travel, general anxiousness to get my hands on this thing, lack of a current vehicle, and a 1,000 other factors lead to a series of somewhat frantic voicemails and e-mails to Mike on Friday afternoon. I've since stepped back and taken a deep breath, but Mike took the time to reply on a Sunday with a quick reassurance that Tesla should be able to work with the credit union to get this thing done. Mike didn't have to take the time to reach out on a Sunday and he is not the source of my anxiousness, but he reach out and it's much appreciated. Thanks Mike!�
Jan 20, 2013
tdiggity +1. Called on Saturday and spoke to Mike. Figured out where I stook in the production line and was pleasant to talk to! Thanks Mike!�
Apr 17, 2013
ToddRLockwood Awesome Tesla Ranger Service Experience
I just had a very positive Tesla Ranger experience. Two days ago the window regulator in my driver's door failed. And wouldn't you know it, the window was stuck down. On top of that, I'm scheduled to show my Model S to members of the Vermont Legislature tomorrow, as part of an EV event at the Statehouse. I called Tesla Service in Watertown, MA and spoke to Mat Boarman, the service manager. Mat jumped into action. The factory FedEx'd a new window regulator, and today Keith, one of Tesla's ranger mechanics, drove 230 miles to my house in Vermont to install it. He brought with him a beautiful array of tools, a rolling seat, and a variety of test gear.
Removing the window regulator is no small feat. This is fairly major surgery. Keith disassembled the door as if he's done it a hundred times before. Note to self: do not attempt to do this on your own. In 90 minutes, he had the new regulator installed and calibrated. Now the window moves like silk. And while he was here, I had him change the gaskets in the backup light lenses and reset the TPMS for the summer wheels.
This has been a stellar service experience. No driving to and from the dealership, no rental car, no hidden charges, and a mechanic you can actually speak with. Best of all, Keith is as enthusiastic about working on Teslas and I am about owning one.�
Apr 17, 2013
Plug Me In Great to hear, especially as I'll be signing up for the Ranger service. I haven't had any major problems but I've been very happy with the responsiveness and proactive attitude of the service folks.�
Apr 17, 2013
electrified89 Awesome! From what i've read, i certainly don't need to be concerned with service here in New England!�
Apr 18, 2013
Robert.Boston The Watertown team is superb. They had my car on Tuesday to replace a part, I had their loaner Model S. On Tuesday evening, after closing time, Mat drove my car to my house, we swapped keys, and he drove the loaner off. Friendly, informed, family. They contribute immensely to my positive ownership experience with Tesla.�
Apr 18, 2013
vfx Todd clearly is unclear on how forums work. :wink:�
Apr 18, 2013
caddieo I live 185 miles from the closest service center so I was leaning towards the Ranger Service program for the time when I get my S - probably in July. This experience of Todd clinches my decision.�
Apr 20, 2013
kinddog 
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Apr 23, 2013
neroden Had an decent ranger service experience, getting the dashboard retrofit (which I can't test until the next really really wet day, but anyway!). Well, actually, the Ranger screwed up during reassembly, and I caught it several hours later,... so he turned around and drove back to fix it.
Tesla's hiring good people and Ranger service is real and trustworthy. Actually, all the "mechanical" people I've talked to are great. Unfortunately they can't do much about anything which is a software problem, so all he did for my intermittently-opening chargeport (after verifying that it was not a mechanical or electrical problem) was to download a report and send it to the engineers.�
Apr 30, 2013
kevincwelch At the Chicago center now. Everyone has been friendly and helpful. They're working on my door handle, rattle and alignment.
Watching a Tesla employee drilling into the nose cone for someone's plate...I think I'm going to cry.
Sent via Tapatalk.�
May 28, 2013
carrerascott First Ranger Visit -- Pleasant Experience!
Had my first Ranger visit today, I'm about 3 hrs from the Rockville center. Guy knew what he was doing, fixed all the little items I had, adjusted pano roof, adjusted noisy window, checked XM (terrible reception) -- says its fine but they are working on a fix or moving the antenna elsewhere, so this will be addressed later.
Also got my P85 badge and surprisingly got my (old school) spoiler installed as well.
Over all very painless way to get my car serviced, especially since I work from home.
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May 28, 2013
Trev Page Strange that Tesla would do ranger service in a Ford F-150....�
May 28, 2013
brianman Not really. Now if Model X was in production, then I'd prefer to see that in the driveway. They can even leave the keys with me for safekeeping.�
Jul 23, 2013
dilithium I could not be happier with Tesla service in Houston, Tx at this time. We were driving today and hit a pothole that the driver (not me) did not see. It was a very hard bang and when we turned into the parking lot a 1/2 block later I saw the dreaded "LOW AIR IN TIRE" warning. Upon exiting the car, I could hear the air hissing out of the front driver's side tire. I immediately called Tesla Service at 11:20 a.m. central time and by 1 p.m. we had been towed to the service center in Houston, had a new tire, had a couple of Service Bulletins implemented and were back on the road.�
Aug 16, 2013
epares Water getting in rear hatchback from tail lights, other minor issues dealt with...
This weeks big rain in Northern NJ ( tuesday ) caused a huge shower for me when I opened my rear hatchback in my garage to get some stuff out. I called the owner hotline. They directed me to the local springfield service center. I was told that someone would call back that day. Within an hour someone called back: Andrew was his name. He said he could be out by thursday morning. ( I called on Tuesday afternoon ). We arranged for a 7am visit at my place. Andrew was wonderful, he showed me exactly what the problem was, corrected it quickly, and while he was there fixed the dreaded clicking in the steering column. We also noticed that the seal around the plano roof was a little off, so he took care of that ,, while doing that he asked me if I was getting wind noise from the open sunroof, I replied yes, how did you know? He noticed a slight alignment issue when the roof was closed while working on the seal. So after a good hour and a half we had addressed quite a few minor annoyances.
Lets see in the next big rain what happens with the lift gate... Just wanted to give a big thank you to Andrew and the Tesla team for a great visit and some informative conversation... While I wish none of this stuff needed to be adjusted, to be dealt with in such a professional manner was a real testament to their commitment to their customers... E�
Aug 17, 2013
islandbayy Same issues here. Went in about a 1 1/2 months ago, they sealed all the problem areas, however, now, appears the sealant didnt hold as after one really really bad storm, their is more water then ever.
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Aug 26, 2013
Greg G Had my first ranger visit today, and it was a good experience. Steve from the Rockville service center stopped by the garage in DC where I park my car. He showed up at 1:00 pm, just as promised. Then, 40 minutes later the broken hinges on the windscreen for my roof were replaced. Really couldn't have been easier.�
Aug 27, 2013
texex91 Curious if you ever got this leaking issue fixed?�
Oct 19, 2013
N4HHE Thats because Ford discontinued the Ranger. :smile:�
Nov 13, 2013
NigelM Yesterday afternoon at just after 3.00pm one of our rear tires blew 100yds from our house. Called Mark LaPlant in Tampa (58 miles away) and at 4.30pm there was one of his staff at our house with a loaner car and a flatbed to take our car to Tampa Service Center.
My wife had dropped kids off at the neighbors house in the afternoon so they knew about the blown tire; this morning he asks where the new car came from and after she explained that Tesla sent it to our house within 90 minutes of the blowout he told her that he wants to buy one.�
Nov 13, 2013
Seven7 Nice! :smile:�
Nov 13, 2013
Larry Chanin Joe,
Didn't you know that Tesla treats all Sarasotans that way? :biggrin:
Larry�
Nov 13, 2013
Seven7 Well of course! :biggrin: I might even have my car back in the next few weeks, Tesla supposedly shipped all the remaining parts out yesterday, finally some light at the end of the tunnel. :smile:�
Nov 13, 2013
napabill Would have thought you'd have known this, but that service is what you got because you have over 5K posts, and over 5 little green squares. Rumors about a catalog for reputation points is bogus. This is what you get. And it is why I'm praying I don't get a blowout for a couple of years.:wink:�
Jan 21, 2014
NigelM Time for a real-life experience update:
Tampa Service called me this afternoon to update me on my ambient lights and also to inform me that they have a replacement chargeport light for my car......What's so special? Well I hadn't even told them about the chargeport light yet, someone over there read about it on TMC and ordered the part! Hard to imagine any company being that proactive, nevermind a car company. Awesome work.�
Jan 21, 2014
brianman Can you update this or the other thread if you have some new information on this? Thanks.�
Jan 21, 2014
NigelM New lights are finally en route. As soon as they get installed I'll update the ambient light thread.�
Jan 21, 2014
bonnie When I get a flat tire, I get all the stuff Nigel gets PLUS they make dinner and do my laundry. One more green box and they'll walk the dogs, too.�
Jan 21, 2014
brianman Is that a 7 dot perk? If so, I guess I should go get a flat real quick. I could use a good dinner.�
Jan 22, 2014
MassX1317 Looking to buy a Tesla in the upcoming months....looks like I have to get posting and earn some green boxes so I can get the extended service!�
Feb 4, 2014
John Luciano Tenderfoot here! Why can't u change your own tire?�
Feb 4, 2014
bonnie You've only got 6 dots.
- - - Updated - - -
I could, but I like how they fold my laundry.
- - - Updated - - -
So enough of the humor (for the moment, anyway...). My Roadster went in for annual service last month. It wasn't convenient for me to pick it up because of travel/work/etc. and car swapping. So the guys just brought it over for me and dropped it off. And it was all shiny clean. I love Tesla service.�
Feb 4, 2014
brianman I'm aware. Don't ruin the dream.�
Feb 4, 2014
gg_got_a_tesla Took my car to the Burlingame service center for tire rotation and to get an occasionally petulant front passenger door handle (the original one from Jan 2013) and a creaking liftgate fixed among other little things.
Thomas, the service advisor (who apparently came over from Merc Benz just a month ago), got all the issues addressed and was a pleasure to work with. The tires were rotated (for free again just because I have the ESA, not even the service plans! It would have been $70 otherwise), the gas struts for the liftgate replaced, the door handle replaced and all the other minor concerns addressed. Several TSBs were applied as well under warranty.
The only issue that they couldn't reproduce is that of the flashing headlights when the wipers, when on auto, sweep. But, the firmware was updated to 5.8.7 (1.49.84).
Tires are in great shape. There was no mention of the need to do an annual service.
Thomas was quite apologetic about not having any Tesla loaners as they are waiting for the next batch to be manufactured. But, he got me a BMW 528i from Enterprise. Far better than the Chevy Impala last June in Fremont but, I missed my MS every minute that I drove the 528i. What an unintuitive interior layout, laggy pickup and an ordinary driving experience further marred by the disconcerting auto-stop-start shudder that is labeled EfficientDynamics or some such. These other guys are ages behind Tesla.
All in all, a wonderful service experience. Keep it up, Tesla!�
Feb 5, 2014
JPP gg--what was the problem with the liftgate gas struts? They usually last a while.�
Feb 5, 2014
gg_got_a_tesla They started creaking pretty bad as the liftgate went up or down like there were a bunch of pebbles in them or something. The service folks reproduced the problem and decided that replacement of the struts was the best/easiest solution. I had forgotten how smooth they used to and ought to sound.�
Feb 14, 2014
Mario Kadastik Got today the famous Tesla preventive service call
I laughed and mentioned that I had only mentioned it on TMC and that all was fine as I considered it normal for high performance cars and have experienced it before with my evo x too. He laughed and confirmed indeed that it does happen if the car is driven and then with warm breaks left to stand a day or more with parking break engaged and as long as all was fine with no odd noise or anything else afterwards, then I'm good. Thanked him for superb service and promised to let them know the moment there's anything they can do to help.
Truly hard to believe such service truly exists�
Feb 14, 2014
Doug_G Agreed, they're really on the ball! I mentioned something on the forum a few days ago, and the next thing you know Tesla service is contacting me, and now my car is going in on Monday for service. Wasn't the first time, either. Pretty amazing service.�
Feb 18, 2014
Jamie3 Tesla Ranger - Real world service experiences.
I had a problem with the front passenger door popping open when the car was opened by the remote. I called Mike at the Torrance Service Center and he sent a ranger who drove 2 hours to Rancho Mirage to replace the defective door handle. Thruout the process Tesla was proactive and that is the reason I will lonely buy another Tesla. Can't wait till the X
thank you Elon and Team tesla�
Feb 26, 2014
gg_got_a_tesla Another great service experience today at Tesla Burlingame. Got a new 12V battery and hopefully a car that's going to sleep more soundly at night than before.
For the first time, got a P85 loaner (VIN 28863 with about 1,300 miles) that I couldn't really put "through its paces" given the rain here
Did my bit to show my appreciation for the service by gifting my service advisor with a couple of EA game titles (that I get for free at work)�
May 5, 2014
RFBrost Excellence in Execution
I have posted else where about my Tesla service experience, but I feel it is also relevant to the Investor forum.
I have been an investor for longer then I have been an owner. [Most of my stock cost me $25-$32/share.]
One of the concerns of any long term investor is can the company continue to execute a very ambitious business plan or is it building a "house of cards" that will come tumbling down any day. Having started a half dozen companies in my life including one which grew to 200+ employees and $24M sales, I know first hand that the "devil is in the details" and that if competent execution does not follow a great strategic plan, an investor is bound to experience an unpleasant outcome.
I continue to be amazed and delighted by Tesla�s execution. At every opportunity to interact with Tesla staff regarding day-to-day matters, I increase my opinion of the company and its management.
I was the first to own a Model S in Spokane, WA which is 4 hour drive of 275 miles to cross the state of Washington from the Tesla Bellevue Service Center. I bought the deluxe service plan for unlimited Ranger visits to my home with some mis-givings about how, in practice, this was going to really work. I imagined that I would probably have to "twist some arms" to get the Rangers out here and that I should probably expect not the best of turn-around times. Wow! I could not have been more wrong. The Service Center treats me like I am their only customer and my home is just around the block from the Service Center. I have had 4 visits by the Ranger�s this year, one was on a SAME DAY an issue came up. The first two were repairs/upgrades done in my drive-way, and the 3 & 4 visits were to pickup and drop off my car so it could be serviced at the Bellevue Service Center. I was given a "brand new" P60 loaner vehicle for the term of my car�s service in Bellevue.
I have gone from a skeptical expectation that I would have to be a "squeaky wheel" to get my minimum service needs met to ABSOLUTE DELIGHT at how responsive the Service department has actually delivered my service.
Today I received the "follow up" eMail from the Service Manager (I had already received a follow-up eMail from the Service Concierge!) and this was my response:
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May 30, 2014
Roadster22 
A couple pics of my 2 Tesla cars and a few of my many Tesla collectables. My Model S has been blacked out with red emblems. My Roadster has some matte black accents and some added carbon fiber. Wasn't sure where to post pics but some of my Tesla friends suggested to post to this site. Contact me if you are in New England area and you want to know more on location I got my cars done.
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May 31, 2014
Neech
Where did u get the Elon bobble head? I gotta get one.�
May 31, 2014
Roadster22 http://store.evtv.me/products.php?cat=8
They honestly don't even know what they have. They made less than 100 and couldn't sell any. I assume now they will sell them out quick as I just posted the link. It is very well made and holds an iphone and can be placed on your dashboard if desired.�
Jul 9, 2014
steve841 Just another Tesla service comment...
I had my baby in for the battery shield install and some other minor issues ...
Got to hand it to the team at the Dania Beach, FL service center ... Great work as always.
Dropped off the car at 9:30am ... Leidys had the loaner ready.
They installed the shield, put in a new 12v proactive replacement (#4 for me), fixed a rattle (a/c vent), installed the a/c compressor acoustic cover (yay), installed a couple SB items, firmware to 5.11 and rotated my tires.
Got a call and picked her up at 3:30! :love:
FYI ... Tesla is now handing out key chains for the fob.
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Aug 28, 2014
Doug_G Early Signature cars are often known to have a few extra glitches. My Pano roof has always been sticky. It was sticky the day I picked it up, and after multiple repair attempts it was better but still a bit sticky. Last service they replaced the glass, and managed to get it working 100% perfectly for the first time ever... except that now it had a big wind leak.
This Monday they brought a loaner and took my car away. It came back today. They replaced a bracket and that fixed the wind leak. Pano is now 100% perfect. Nice job!!!
I had been wondering about the 3G reception in my car, and I noticed that it worked a lot better in the loaner. So did they. Without me even having to ask, they fixed my 3G by replacing the coax cable to the antenna. Very nice! And along the way they apparently noticed that my side mirrors wouldn't fold in, so they replaced those too.
Wow, they really went above and beyond this time. Took a little extra time, but they fixed more things than I was even aware of.�
Aug 25, 2015
Judge Advocate Please don't tell me you were texting and driving. This does not bode well about Tesla owners. LOL! Or should it be "LOL!" and be just " What were you thinking?
Please don't text and drive!�
Sep 1, 2015
Doug_G Uh, no, I was pulled over on the side of the highway at the time. Absolutely no way I would ever even attempt to text while driving. People who do that are totally nuts.
LOL I posted that three years ago... you're a bit late to the party. Was it even illegal at the time?�
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