Feb 11, 2014
tpoltron Hi There,
I love EVs and want Tesla to do great but sometimes they really get it wrong. Last summer we couldn't charge at a Supercharger and got towed:
Can't Supercharge after 4.5 software update
It spent a week in the shop and since 'they couldn't find a fault they didn't change anything'. Yesterday on the way to Tahoe the car would not Supercharge in Vacaville - same fault as before. Tried different chargers, rebooted car etc etc. Got on the phone to Tesla roadside assistance to get them to flatbed me the last few miles to the mountain cabin again as the Level 2 charging is fine and I can get home to the bay area no problem with the 6000ft downhill. He suggested I drop in the new Rocklin service center as 'maybe they have a quick fix or way to fast charge you'. I was hesitant cause I knew if they just flatbeded me the last 50 miles and I arranged it now then my total delay would only be about 30 min and I had a cantankerous 4 year old in the car. The rep 'called ahead to Rocklin and made sure they were ready for me'. Got to Rocklin, and they were in no hurry to help. They said at best the fix was half a day and it was already 3.30pm. I asked for the original tow plan, and they talked about it and called around for 45min before they refused as it was 'their policy not to let problem cars leave the service center'. I argued till I was blue - they could give me a 50 mile tow now, versus the 3 day, one-way rental and flatbedding my car home 150 miles they were proposing. I live really lose to the Palo Alto service center.
I ended up driving away to their tow provider in Auburn where I started all over again on the phone with Tesla. New rep this time, insisted I'd have to pay for the tow cause the fix would have only taken 1.5 hours in Rocklin. I argued till blue again, finally doing a con call with the Rocklin service director who confirmed that the BEST CASE part replacement was only 1.5 hours, after an hour or two of diagnostics, then a trip to the Vacaville superchargers to test - half day minimum and it was now 5pm. He also confirmed my plan made sense and agreed to sign off on the extra 15miles of towing that the phone rep couldn't. Thank goodness for him finally stepping up. Their dicking around ended wasting a couple more hours and left me steaming. Now we'll see if they actually fix the problem this time.
�
Feb 11, 2014
ModelX So sorry to hear this!�
Feb 11, 2014
ckessel Email Jerome Guillien (jguillen at teslamotors dot com). Seriously, he stood up in front of a crowd and one point and said to let him know specifically if someone had sub par service.�
Feb 11, 2014
AnOutsider Ouch, I feel your pain. Definitely not a good PR move. Let us know if they fix it�
Feb 11, 2014
AmpedRealtor I second Ckessel's suggestion. I had a service issue which I escalated to Jerome, he personally saw to it that everything was made right and then some. He will do the same for you.�
Feb 11, 2014
NJ Plugin NICE picture of your child with the flat bed truck.�
Feb 11, 2014
gnychis I third Ckessel's suggestion. I e-mailed Jerome twice when I was unsatisfied about things, and he's always responded to my e-mails within hours. Not only has he responded, but he's gone out of his way to make sure I'm completely satisfied with my service and always pointed me to the right people. He's a great guy, and sincerely wants to help and everyone be happy with their Model S.
Sorry about your luck. I recently took a delivery of an 85 and I've supercharged it at Freemont consistently with no issues.
I'll keep an eye out for your red car in Palo Alto. I currently have a no-plate white 85 in the area, but not so close to the PA service center.�
Feb 11, 2014
Kraken Hmm... Sucks, I've had great experiences with those guys. If you get stuck in vacaville again, pm me and I'll let you use my hpwc.�
Feb 12, 2014
martinwinlow Aren't you a bit young to be driving?�
Feb 12, 2014
yobigd20 If they can't fix this after multiple attempts and the car is really "broken", one option you could play is have it lemoned and replaced for free (you could also get your money back but if I were you I'd want the free new Tesla)�
Feb 12, 2014
Discoducky Yes, email Jerome your post and it will be handled appropriately. Sorry to hear about your issues as I have a 4 year old as well
�
Feb 12, 2014
sp4rk May I suggest, guys, that whenever posting someones email address at corporate, we do not print it literally ... spam bots will pick this up and he'll be inundated with SPAM!!!!
I have replaced it in the quote as an example.
Mods please fix hopefully before G00gle picks up on it.�
Feb 12, 2014
gg_got_a_tesla Btw, it should be jguillen and not jguillien.
Also, Robert, corporate spam filter appliances (Barracuda and the like) should be robust enough to handle such situations. As it's common practice to have the first initial followed by last name as the email alias at most companies, spam bots don't necessarily need the address posted in full to figure it out�
Feb 12, 2014
ckessel Pointless. His email is in multiple posts on multiple forums throughout the world. The obfuscation stuff really isn't effective anyway. Any middle school hacker can write code to look for that.�
Feb 12, 2014
AmpedRealtor Still, it's probably a good idea to disseminate executive VP email addresses using private messaging. Live the change you want to see in the world...�
Feb 12, 2014
wycolo What is the SC history of this car? Just the 2 failed attempts or perhaps a long list of successful SCes? Did the fault codes point to the items replaced or did they just replace items until it finally worked? A full post mortem of this unusual failure will be much appreciated in case it might happen again to other users.
--�
Feb 12, 2014
jerry33 Security by obscurity is equal to no security.�
Feb 12, 2014
AudubonB Before I get to the meat of this post, I sincerely sympathize with the OP and his plight. I also understand TMInc has repeated several times that Supercharging is Free, Forever, to paid-up Model Ss.
Now: what if Tesla, through its analytics, determined Owner X was abusing SpC access; for example, noting that the car charges at the SpC located less than five miles from the owner's home 330 days out of the year. Might a specific piece of code be dropped into that specific auto, denying it charging privilege?
I'm not suggesting either that it is appropriate or that it occurred in this instance. But might it so happen?�
Feb 12, 2014
lloyds Sounds like you have been reasonable so far. Escalate it through the ladder as service degrades. Hope you get this resolved sooner than later.�
Feb 12, 2014
tpoltron You made me laugh! I lived in the UK for 8 years and am married to a Brit (she is the main driver of the car). The underaged driver is actually named after the beer my future wife was drinking when we met!
- - - Updated - - -
This Supercharging failure was the next time we needed to Supercharge after the summer failure that Tesla failed to do anything about.
- - - Updated - - -
Just these two failed real world attempts where we were depending on a Supercharge. Apparently (I'm just learning) Menlo Park service center tested it on a 'simulator' after the first fault. A more senior technician (more on this as it plays out) thinks he sees a 'high voltage junction box' fault in our logs now.�
Feb 12, 2014
Kraken dang. You had a failure the first time and they said they fixed it. In all this time, while living in the South Bay Area, curiosity never brought you to the Fremont location to see if it worked. Lol. I'd have been burning up waiting to test it out to make sure it worked.�
Feb 13, 2014
Chipper Sorry, but this has been discussed elsewhere. There is no "abusing SpC access". SpC access is free for the life of the vehicle period! You can argue that it is not the intent of Tesla. You can argue that the SpC's are for intercity not intracity. But Tesla has put no caveats on SpC use. But if you are asking if it were hypothetically possible to code a specific auto out of SpC access??? Of course that is possible. But to even suggest it in this situation is, IMO, inappropriate.�
Feb 13, 2014
tpoltron We were curious and didn't trust Tesla's inaction. My wife swung by the Gilroy SC (before Fremont opened) for a few minutes as a test and it worked. Of course she wasn't depending on getting a charge. Before our first SC failure at Folsom, we had used the SC there successfully on one prior journey.�
Feb 13, 2014
Kraken Ah, ok. I think that's what he was curious about was the car's total sc history�
Feb 13, 2014
AudubonB It's never my intention to get anyone's* knickers in a twist. Sorry.
*well, maybe some short-sellers, on occasion. Do they count?
�
Feb 13, 2014
tpoltron Things are looking up. First they have free EV charging at Squaw Valley ski resort and we drove down to Palo Alto no problems with no need to charge and 45 miles to spare (starting from a top off at Donner Lake).
Second, and more importantly, someone in Tesla Ownership saw this post and forwarded it to Anthony Wells, Northwest Regional Service Manager and he reached out to me before I got back and could take this back up with Tesla. That was a pleasant surprise and he has been very positive on getting all our issues resolved this time (Supercharging, GPS fix loss, tattered headliner, sticking door....). Car is booked in for next week and I'll let you know how it goes.�
Feb 13, 2014
Caloncho sorry to read your experience, hope you charger never fails again tpoltron
Cal�
Feb 13, 2014
Chipper No...short-sellers don't count! That's why they try to sell short! And just for future reference, I don't wear knickers!! :wink::redface::tongue:�
Feb 13, 2014
Plug Me In Let the name guessing begin!
Budweiser?
Fat Tire?
Smithwick?
Sorry for your frustrating experience. Sounds like some progress has been made in your subsequent post; hope things work out OK.�
Feb 14, 2014
bonnie Glad to hear that they found a solution that worked for you ... but could you clarify a few things?:
- Did they not offer you another vehicle to drive so you could continue your trip without interruption? That would seem to have been the easiest solution. Then your car could have been fixed and ready for you on your way home. (And yes, I know we all want to keep our Tesla's close, but sometimes vacation plans trump...). People are consistently offered loaners. Are you saying you weren't offered another car?
- I thought the tow plan allowed for towing 'up to 50 miles to the nearest service center'. You were at a service center. Why not just insist on a replacement vehicle (if they hadn't offered one) and skip the rest of this headache?
- Did they really say they'd have to go back to Vacaville to test on a supercharger? The Folsom Supercharger is probably less than 15 miles from the Rocklin Service Center, why would Vacaville even come into play?
Sorry, but this doesn't completely make sense to me. Maybe I'm misunderstanding, but I keep rereading and can't figure out why you just didn't take a loaner and why they'd go to Vacaville with another supercharger nearby.�
Feb 14, 2014
Zextraterrestrial loaner ICEs don't hold very much stuff compared to an S?�
Feb 14, 2014
bonnie Better than a ruined vacation trip - and don't know that is the case here. I would have insisted on a vehicle that would hold all my stuff and then just had a good time.�
Feb 14, 2014
tpoltron Too many smart people on this forum - can't leave any of the detail out!
- Did they not offer you another vehicle to drive so you could continue your trip without interruption?
A Chrysler ICE.
- I thought the tow plan allowed for towing 'up to 50 miles to the nearest service center'.
I was trying to do a fast, 2 day Tahoe trip to catch the fresh snow. I needed to be back in the Bay Area before they could have it done for sure and didn't plan on driving back by Rocklin during open hours. This meant a 350 mile, one-way ICE rental plus flatbedding our MS 150 miles to Palo Alto. The junior Telsa reps were good with that but not what I was asking: just to get flat bedded 50 miles from Colfax to our cabin on Donner Lake, cause I know I can get home from there no problem (and save all the other flatbedding etc). For the pedants it ended up being 65 miles from Auburn - just because that's where the tow operator was. Its also just nicer to know that you'll have your car home, to be serviced nearby and on your schedule and not have to repack child seats etc.
- Did they really say they'd have to go back to Vacaville to test on a supercharger? The Folsom Supercharger is probably less than 15 miles from the Rocklin Service Center, why would Vacaville even come into play?
They only said take it to a Supercharger and I put Vacaville since that's where I came from not thinking about Folsom.�
Feb 14, 2014
bonnie so just my two cents ... I suspect the real issue is that you're upset that this was a repeat of a problem you brought the car in for before, that wasn't fixed (obviously), and that's what really set you off.
Because if it were me, I would have happily loaded into the ICE and figured that the towing and flatbedding would be Tesla's problem & I'd just want to get on with my trip. But coupled with the past experience, you might have been just angry. And that's understandable. But it sounds like the service center in Rocklin did everything as they should. Offered you a loaner. Gave you realistic expectations. Did their best to address the situation. Declined the tow since it wasn't within the stated 'up to 50 miles to the nearest service center'. So I'm not sure they're the ones who should be getting trashed here.
The real issue is why it didn't get fixed the first time around. At least that's how I read it.�
Feb 14, 2014
NoMoGas If they did it would be a major broken promise. There were no caveats to SC use. We can (and have) debated that there should or shouldn't be, but heir aren't.�
Feb 14, 2014
tpoltron That certainly bugged me. What bothered me more though were the lies that got me to drive to Rocklin. The first rep said just go there as they can probably do a quick fix or fast charge and I said I doubt they have any capability or capacity so he then put me on hold while they 'prearranged and confirmed' availability. When I showed up nothing was prearranged, it took me a few minutes to find someone to talk to and they eventually basically said 'oh your the Tesla that can't Supercharge - there's nothing fast to be done about that'.
What sent me over the edge, was the second rep talking to me like a 5th grade teacher about how she could not cover the towing 'cause the repair would only have taken 1.5 hours if I'd staid in Rocklin' after hearing a VERY different story from their faces. Imaging yourself on the phone for 30 minutes while the first rep misled you, then standing around for 45 minutes with a disgruntled 4 year old only to hear 'nope' then to spend another 30 minutes on the phone being told something different than you just heard until you insisted they get the Rocklin service boss on the phone to confirm that they were wrong. The delay was 3 times as long as the first time this happened and they just flat bedded us right away - AND HUGELY MORE INFURIATING - see you've gone and got me upset just thinking about it and I want to be a chill, nice guy.�
Feb 15, 2014
wormhole huh, i thought Tesla promised the 'best service program on the planet' with everyone get top of the line MS's...you mean they didn't offer you an MS loaner??? shocker
- - - Updated - - -
I agree, this is absurd, and unfortunately not unusual in that both local SC's and the ownership hotline provide information and answers that aren't correct (can you believe Tesla DOES NOT have a central database of FAQ's for reps to use in answering questions??), unfortunately just another example of the company growing to quickly and sacrificing service for production numbers...hopefully it gets remedied...
- - - Updated - - -
1) what does this have to do with the OP's post?
2) there are zero constraints that Tesla has placed on supercharger use...if Tesla secretly 'dropped code' to restrict specific Teslas it would be a violation on so many levels�
Feb 15, 2014
Krugerrand Do you really want to use the word 'lies'? Really? That implies intent to deceive and in this case you're saying the entire Rocklin Service Center conspired to deceive you. I can buy that an individual (or two) may have given you incorrect information based on not understanding the situation, not being experienced or knowledgeable enough blah, blah, blah. But outright lying - yeah, totally not buying that. And here's why; a number of employees of Tesla peruse this board, including higher executives. *We* (forum members and visitors who've had time to view the majority of threads) know this for a fact. The implications for employees having customers saying such negative things about them here, well, you can imagine that's quite significant.
Never forget that you're interactions are with real people. They definitely represent the company they work for, but they aren't some big, nasty industrial customer crushing entity out to get you, they are people subject to the same personal flaws as you, and me, and everyone else. Treat them as you would like to be treated, with kindness and respect.
If they all really did you a bad turn, I'll assume you've made an official complaint to the proper person/people at Tesla so that the entire Rocklin Service Center can be at least reprimanded, or fired. Because bringing it here, without having done it right and proper first, would make me think you've embraced your inner hyperbolic drama queen.�
Feb 15, 2014
bonnie For what it's worth, I've found the Rocklin team to be highly knowledgeable and customer service focused. Some of Tesla's best folks have relocated to this new center -- so yeah, seeing a negative post did make me look at the whole thing with more than a bit of skepticism. Which is why I assumed that perhaps prior experiences may have colored perception.
Sure, they offered an ICE. This was an unscheduled, last-minute thing -- again, I would have taken that ICE and gone on my way and not let my trip be ruined. Disappointing not to be able to enjoy the Model S, but more disappointing not to get to that fresh snow.
And if you think I wouldn't have reacted that way, check out my blog about a roadtrip to Seattle. Things happen in life. I usually categorize negative events one of two ways: either a problem or an annoyance. A problem is when a friend or family member has a serious health crisis, lack of food/shelter, or a life event that could cause serious repercussions. The rest are annoyances. I pretty much ignore annoyances. Makes life a lot more pleasant all round.�
Feb 15, 2014
wycolo TITLE of thread should read 'supercharging' NOT 'supercharger'. NO superchargers failed in this scenario.
--�
Feb 15, 2014
bonnie fixed. Thanks.�
Feb 15, 2014
wormhole of course it did! lol�
Feb 15, 2014
tpoltron Please read through before you lecture. I never said the Rocklin staff lied, in fact I got the impression that they were competent but constrained by policy and approval from Tesla HQ. In #1 of this thread I thanked the Rocklin Service boss for correcting the second phone rep and stepping up to get me taken care of.
I do however have a real issue with what the first phone rep said to get me to drive to Rocklin which was very different from what I found when I got there. Then for the second phone rep for reprimanding me over false information.�
Feb 15, 2014
wormhole This is likely exactly the case...if you befriend your local SC staff (as I assume tpoltron has), one will most likely find out this is an HQ issue which bleeds out to the Ownership hotline, leaving local SC employees between a rock and a hard place.�
Feb 15, 2014
Tedkidd The issue is eloquently laid out by topoltron. Pretty clear documentation, setting of expectations, and handoff was mishandled to his completely unnecessary inconvenience.
And that it was his intention to not create significant unnecessary expense to Tesla seems missed by many.�
Feb 15, 2014
Electricfan Tesla's car refused to charge at a supercharger, twice. Both times Tesla service centers missed opportunities to fix the problem. OP has every right to be pissed. I would have been. Scares me that so many forum members seem to tend to blame the victim. I love Tesla and my Model S, but forums are specifically for this purpose - to vent frustration with a car company when it screws up, as Tesla did here, and to warn other purchasers. Quit the "blame the victim" stuff already!�
Feb 15, 2014
bonnie Blame the victim? Pffffyt. That's a stretch. Sorry, but I have an issue with a couple of things. The original story left out that a replacement vehicle was offered (and right, I know it wasn't a Model S - this wasn't a scheduled visit). This whole thing could have been handled with very minor inconvenience to the OP. But that wasn't mentioned. Secondly, the demand for a tow to another location was outside Tesla policy and everyone was well aware of that. The OP did not want his car worked on at Rocklin, he wanted another solution, and he simply wanted it his way. I get that. But let's not blame Tesla for everything, okay? Did Rocklin offer to supply a loaner? Yes. Did Rocklin offer to fix the car? Yes. Were both offers declined? Yes.
Fair is fair. And the real question, of course, is was this first reported to Tesla management? Or was coming on the forum and blasting folks (who cannot respond) just a way of venting - and do people think that is a fair way to handle things? Because if it is, if we do not work with Tesla first, then every time someone doesn't get what they want, they can threaten Tesla with going on the forums and blasting them, knowing they cannot tell their side of the story. Yeah. That's fair.
- - - Updated - - -
Taking my post out of context is really beneath you. Or maybe not. Dunno. But carefully editing to imply that whenever I see a negative post, I'm skeptical, is not cool.
Classy. (And just so you know it's a joke, just like your post ... "LOL". That makes it all better.)�
Feb 15, 2014
tpoltron You certainly seem to be and right from #1: "they could give me a 50 mile tow now, versus the 3 day, one-way rental and flatbedding my car home 150 miles they were proposing".
You may back down and apologize at any time :smile:�
Feb 15, 2014
bonnie You're right. I missed the rental. I apologize for that. But I don't get the whole drama over the offered solutions. Why refuse to take the solution that would have gotten you on your way immediately? Why come on the forum and trash folks who cannot respond with their side of the story? It really sounds like the only solution you were willing to consider was your way. Period. No matter how I read it. And that turned an annoyance into a problem for a lot of people.
You wanted your Model S on your trip and you wanted your local SC to work on your car and no other solution sounds like it was acceptable. Did I get that wrong?
I GET being frustrated because the car wasn't fixed before and different people on the phone said different things. But the people likely bearing the brunt of your post aren't the ones who caused the problem. Just seems unfair to me.�
Feb 15, 2014
dsm363 Sometimes it hard to keep the faith: repeated Supercharging failure and bad s...
I understand not getting a Model S loaner is upsetting but if you had simply taken the ICE loaner car once you realized the Rocklin repair time wasn't that quick your delay would have been minimal, right? What is the issue then? Maybe I'm not understanding the situation. Sounds like they would have repaired your car and sent your car via flatbed 150 miles home.�
Feb 15, 2014
Canuck I didn't know this forum was off limits to Tesla reps telling their side of the story. I quite often see company reps going to public forums and dealing with consumer issues. Why can't Tesla also do that? Your premise for attacking tpoltron seems fatally flawed to me.
tpoltron, I can understand your position 100% and, to me, you laid it out fairly and reasonably even though dealing with these types of repeated problems, with small kids in the tow, can cause us to become unreasonable. Like you, I am also a huge Tesla supporter but, unlike many here, I think that holding the company accountable makes them stronger and should not be shied away from. To me, this forum is set up more as a cheerleading forum for Tesla, with the mods in very strict control even with someone reasonable like you who has a legitimate issue that should be aired, and that's too bad.�
Feb 15, 2014
bonnie Oh c'mon. I didn't *attack*. That's a bit over the top. Show me where I did that.
And show me where you see Tesla employees on this forum. Right. They're not here.�
Feb 15, 2014
tpoltron Fundamentally it was a known good solution (30min delay, lease cost to Tesla, no fooling with carseats n luggage) vs unknown solution far more out of our control. Do you know how much crap I'd get from my wife if she had to drive rushour to work in the Bay Area in a rental Chrysler after being spoiled by her Model S with carpool lane stickers if we had to wait a couple weeks for parts to come in?�
Feb 15, 2014
Canuck Yes, you're right. That was over the top to use the word attack. You didn't attack him. Sorry for using that word.�
Feb 15, 2014
GDH Since I do not know you and your personality I do not know if you are being sarcastic or not but do you really think that Tesla employees do not come onto this site?�
Feb 15, 2014
dsm363 I understand but you ended up searching for the perfect solution adding many hours to your trip instead of taking the admittedly less than ideal ICE loaner and going on your way. Did Tesla indicate it would take weeks? I thought they said hours at most (which was too long I know but with transport maybe 3 days like you said).�
Feb 15, 2014
dsm363 The only way to 'see' a Tesla employee on this forum is if they post and also identify themselves. Outside GeorgeB who was with Tesla can you identify any other Tesla people who post here? Of course there are people who can simply read the site since it is open to the public.�
Feb 15, 2014
GDH I am sorry, did I quote you in my reply or ask you a question?�
Feb 15, 2014
dsm363 Sometimes it hard to keep the faith: repeated Supercharging failure and bad s...
No. It is the correct answer though. You do realize it wasn't a PM but a public post I replied to, don't you? No apology necessary. You are very welcome.�
Feb 15, 2014
brianman + 1�
Feb 15, 2014
GDH I am aware, but when someone quotes someone or asks a direct question to a certain person that doesn't automatically give someone else the right to answer for them.
But thanks for your reply.�
Feb 15, 2014
brianman @GDH
I believe bonnie's original point was that generally speaking Tesla employees are directed not to engage on TMC (or other) forums except for a handful that do so in an official capacity (like GeorgeB).
As such, it doesn't matter whether they read the forums or not. When Tesla employees are confronted on TMC, they are prevented from responding due to corporate policy. This makes it an unfair situation for those employees.�
Feb 15, 2014
bonnie Yes, this. Thanks.�
Feb 15, 2014
dsm363 Not automatically but not prohibited. People answer questions all the time that people ask when they quote someone. It was a general question not something specific like 'how many wh/mile did you get going over the mountain pass last Thursday on your recent road trip?' for example. Send a PM if you want only that person to answer.�
Feb 15, 2014
bonnie So, even though you were replying to someone else, I'd like to point out that we're in a public forum and many of your posts are commenting upon posts that were not directed to you.
That's how it works on this particular forum. Anyone is free to comment upon public posts. If you'd like it kept private, please use the private messaging feature.�
Feb 15, 2014
GDH You don't need to point out anything and you don't need to be so defensive, I simply asked YOU a question and a simple question at that and you and other mods took it to another level, pointlessly. Now if you and others want to continue to beat the horse go at it.�
Feb 15, 2014
bonnie Wow.�
Feb 15, 2014
tpoltron First for the last bunch of posts, this thread is about me and my drama and making Tesla's service better not about posting etiquette - can't a guy get a good rant in without someone highjacking it? :wink:
Secondly, they said a half day minimum - they never gave a max.�
Feb 15, 2014
Kraken Holy pissing contest batman, this thread just took a turn hostile in a lot of ways.
While they might be restricted from posting, after several conversations with the rocklin guys, I'm pretty positive they follow the forums pretty close. Might be best to say things could have been handled different on both sides. A critique should be sent in to tesla with advice for future handling of similar situations (though, this thread might be enough for the, to sort through), and this topic should be closed.�
Feb 15, 2014
Krugerrand I am having a hard time following your story, so I went back to reread everything. The person who 'lied' to you was a Tesla employee, but they did not work at the Rocklin Service Center. Do I have it right now? And you still want to say that that person lied to you? You got their name and have reported their inappropriate behavior to their direct boss?
Yes, I get the distinct impression you're a sensitive sort.�
Feb 16, 2014
wormhole Out of context??? LOL...not at all. Here is yet another example of someone who when he/she reads a post that criticizes TM their instinct is to assume there is something wrong with the OP because of course, if the OP didn't have the same excellent experience he/she did well then something must be wrong...right?? Typical guilty until proven innocent. And I'm not the only one who saw it this way...look at all the posts that follow over the last two pages...
- - - Updated - - -
Unfortunately no, not on these posts. People who criticize TM or tell anything other than a good experience are immediately bullied and the validity of their post, and behavior is immediately questioned...sad but true.
- - - Updated - - -
see, bullying...
- - - Updated - - -
Bottom line, you are totally right to be upset. Tesla Motors as come out and said they are offering "The World's Best Service Program" (which btw was announced on April 26, 2013). Did the OP set his expectation as it pertains to his experience? Nope. Tesla did. Did Tesla need to come out and make a big splash about loaner cars, and best service program in the world, etc etc? Yep, they didn't have to but they did. This is just another over promise and under deliver by Tesla. Likely continued growing pains, and will hopefully be rectified, but far from the first incident.
What I've learned about these forums is that if you criticize TM, you're immediately assumed guilty until proven innocent...its not TM that's the problem, its you. So to the OP, very sorry about your experience, hopefully it gets (rightfully) rectified, and getting the car back and your experience driving it helps ease the pain (as in my case)...�
Feb 16, 2014
Cattledog tpoltron - Thanks for bringing the issue to our attention and Tesla's, that will hopefully get them to review their internal communications (seems was part of the problem) in addition to whatever hardware/software was at fault. Your photo had an NYTimes/Broderesque quality about it, perhaps it stirred up the faithful. I hope all gets repaired in short order and your family can continue to enjoy your Model S. Snow has been hard to come by in the Sierra, I hope you enjoyed your weekend.�
Feb 16, 2014
Krugerrand See, definition: intimidation of weaker person: the process of intimidating or mistreating somebody weaker or in a more vulnerable situation
I've not seen any evidence of the OP being a weaker person or in a more vulnerable situation, quite the opposite. The OP has placed some Tesla employees in a position of weakness by bringing his rant here, where they have no opportunity to defend themselves, tell their side of the story, or make matters right.
As a point of clarity for you, I've got nothing against people having a good ole fashion rant, but there is a right way and a wrong way to go about it. The wrong way is when people have an opportunity to resolve issues face to face/in the moment, choose not to, and then make a scene on a public forum trashing others, calling them liars (as an example).�
Feb 16, 2014
wormhole Not the only definition of bullying. Making fun of them by name calling, ostracizing, putting down, etc etc...there was no need for you to make such a comment, you chose to do so for the point of putting the OP down/making fun/etc etc...that's bullying.�
Feb 16, 2014
Krugerrand I did no such thing.�
Feb 16, 2014
wormhole Really
"Yes, I get the distinct impression you're a sensitive sort."
that's not a dig/put down? C'mon now...its there in black and white.�
Feb 16, 2014
Krugerrand Yes, really. That was an observation based on a number of posts by the OP.
Contrary to your own personal opinion, I don't consider sensitivity in people to be an all encompassing negative trait. Knowing that someone is of that nature, particularly where specific topics are concerned (ie., being talked to like a 5th Grade Teacher), allows others to adjust accordingly. I now know that I should talk to the OP as if he were at least a 6th Grade Teacher.�
Feb 16, 2014
tpoltron Hey let's stop the bun fight and let the next post be about how Tesla did a great job fixing our car next week.�
Feb 16, 2014
wormhole LOL, have you been following the Richie Incognito story??�
Feb 16, 2014
AlMc Bingo. Since that is the bottom line here.�
Feb 16, 2014
Zaxxon Indeed.�
Feb 16, 2014
JRP3 The bolded sections contain conflicting messages from Tesla employees and seem to me like real failures of Tesla service and valid areas of complaint.�
Feb 16, 2014
AudubonB Uh oh.
I have been concerned about and sympathetic to your situation and story from the beginning, but this one line of yours not only ended that, full stop, but now I have less than any interest in your plight.
Unless you wrote that in jest, but I see no indication you did.�
Feb 16, 2014
tpoltron yes I was trying to make light of the situation......�
Feb 16, 2014
Tedkidd +1. Handoff NOT handed off. Accountability not properly baked into process?
.
Client asked to adjust plan, assured they would be ready for him, and that worst case he could get AC charge to get to his destination.
Since he has almost no need for DC charging, and the car was functioning perfectly otherwise, interfering with his vacation plans to get DC charging fixed is absurd, at least to me. How is this complicated to understand? As a shareholder, the disregard for the unnecessary COST of having this repair done so far from home seems absurd. Any other shareholders here agree with me?
Defending errors turns them into "not errors." Get enough annoying bureaucratic, anti customer service "not errors" and soon people group Tesla in with Verizon and Time Warner when they think about corporate culture. I hope that won't happen to Tesla. I am a HUGE fan of the company and Elon Musk, but blind loyalist attempts to brush small issues under the rug don't help streamline things long term. Small things unattended tend to become big things.
And there is the question of the integrity of such defense. The integrity of being dismissive of client preference to keep driving their perfectly operating car.
These bugs must have lights shined on them so they are fixed BEFORE they cost too much.�
Feb 17, 2014
NoMoGas Boy are you assuming a lot. The vehicle had an electrical problem. Tesla has no way of knowing the parameters of how bad it was, or going to get. Driving around with faulty charging equipment could become a cascading problem so it makes perfect sense that tesla doesn't want the car being driven like nothing is wrong. Indeed this form is littered with examples of people who continue to drive known defective vehicles and it did not work out so well for them in the long run getting stuck in the middle of intersections and so forth.
As for "shining a light on problems" I could not agree more, but there is a less public area to do that in on the owners forum. At least that prevents the media trolls from quoting quote Paul the problems" with Tesla and how "owners are unhappy" with their service because anybody can cherry pick a public forum to make such an argument and Lord knows they have tried.�
Feb 21, 2014
Electricfan "Unfortunately no, not on these posts. People who criticize TM or tell anything other than a good experience are immediately bullied and the validity of their post, and behavior is immediately questioned...sad but true."
- - - Updated - - -
so true...
Maybe there should be a separate forum for "true believers" and they can have a "zero tolerance" policy for criticism of Tesla Motors or the great and powerful Elon Musk!!!�
Feb 22, 2014
Chipper This has NOT been the case for me. My experience has been the opposite. I have taken exception with how Tesla has handled issues and I have not been bullied. Sure there are SOME who will disagree, but for the most part when the criticism is valid it has been accepted. Keep in mind this is a forum consisting of those who, for the most part, love their cars and the company that builds them, BUT we also recognize that the company has made mistakes and will likely make others. Hopefully they will only improve based on the feedback we provide them. Any bullying should be reported to the Moderators post haste!�
Feb 22, 2014
JRP3 Indeed. Valid criticisms are welcome though there will be some disagreement as to the seriousness of each specific issue. The idea that we are simply blind fanboys who never criticize the company is completely false.�
Feb 22, 2014
jerry33 Agreed, there are many examples of valid criticisms. However, if someone joins and then only posts negative items--often ones that have been beaten to death--it's likely they don't actually own the car and are just trolling (Newbie being a recent example). In the end the Model S is a car and there are good and bad things about it. Not everyone has a "perfect" experience or likes every detail--if they did there would be little need for forums. You'll find almost everyone has posted about things they don't like or problems they have had. Almost all have also posted positive items too. On balance the positives of the Model S far outweigh the negatives.
And of course, there are some posts where what's read sounds much stronger than what the author intended.�
Feb 22, 2014
Krugerrand *yawn*
Maybe there should be a separate forum for "******* **** ***" and they can have a "****** ****" policy for "***** *********"!!!�
Feb 22, 2014
zax123 After reading all the snippiness, what I'd like to know is what the resolution was for the OP's problem with supercharging. Did they have to replace something? Is it something other Model S owner's should check on before counting on a 1st supercharge on a long trip?�
Feb 22, 2014
Discoducky Any update?�
Feb 22, 2014
dsm363 Please. There are plenty of posts about problems on the Model S and issues with Tesla and people don't get jumped on. Sure, some might be more defensive that others but it's not like your posts are edited or banned.�
Feb 23, 2014
neroden Already happening.
Look, I have previously mentioned some egregious stuff where Tesla has had over a year to get it right and hasn't, and in one case, has blatantly not even tried. I don't think Tesla's corporate culture is like that of Verizon or Time Warner, but it seems to be a broken corporate culture. It's broken in a different way -- namely, total sloppiness, no internal commincations, and problems simply ignored rather than fixed.
It's *bad*, and the bad is particularly at middle-management level. (Never let anyone tell you you don't need good middle managers!) Maybe all this stuff can be fixed by emailing the executives directly, maybe not. I suppose I'll try emailing Elon about his company's rampant copyright violations. But even if that works, having all problems escalated to top-executive level is not a sustainable method of operating a large company.
Yeah.�
Feb 25, 2014
darthvdr I think that the growth of Tesla really contributes to some missed opportunities of producing high quality service. I do believe they are trying and if there are issues, bring it up to Tesla.�
Feb 27, 2014
tpoltron Tesla took good care of us in the end
OK - we just got our MS back.
The service started out badly: when my wife dropped the car off in Palo Alto she was told there were no loaners of any sort available - despite having been promised a Model S and waiting a week to book the car in so they could get everything arranged. The desk clerk wanted to have her dropped off at work but she hadn't made plans to be picked up and had to get our child from daycare after work - so she insisted. They made her wait for 10 minutes while they called around and finally she demanded to speak with the service manager who made the promises. He came out and was nice and helpful and handed her the keys to the loaner 'he had tucked away for her'. He really did have everything nicely pre-arranged but Tesla service does have some internal communication issues.
Remember our primary issue was with Supercharging. They ran diagnostics and replaced the High Voltage Junction box. By the time it was done and tested it took them a couple days - so there was no quick fix.
The car has also been having intermittent issues with the GPS losing its fix. They ran lots of tests and found nothing so did nothing. It failed almost daily over the summer but hasn't in a couple months so its possible that some intervening software update resolved the issue - or that maybe the GPS antenna connection goes bad when hot or some such. I guess we will find out over time.
Our headliner edges were showing and fraying which made for a rather unsightly entrance to a car of this price. Tesla changed the headliner and they did have to go above and beyond to get this right. The windshield had to come out so the 3M crystalline film on it had to be reapplied. It took them a few more days but Tesla took care of everything, including a few other minor service bulletins (suspension washers, window controller software update (so the rear doors open more easily), etc). They even retested the Supercharging after the roof liner was done.
Tesla had the car for 8 days, which we didn't mind for a quality job and which we felt we got in the end. The best thing about this repair was the service manager was awesome about keeping us informed as the work progressed.�
Feb 27, 2014
Tedkidd Awesome, glad that worked out. Seems they need a field in their CRM system for special instructions.
Wonder how you'd implement that in a fail safe way. Getting customer service so it's frictionless would be yet another selling point. The only time I've experienced that is when I'd actually worked with my service mgr in a previous life.�
Không có nhận xét nào:
Đăng nhận xét