I wanted to file a complaint against a service facility at Santa Clara and Tesla really have poor customer service. If they don't want to talk about it, they will just ignoring you and never get back to you.
Dec 2018 Model X have 4500 miles and spent 40% of its life in Tesla service center.
There was unexpected damage on the leather in the center console from the driver side and grease stains on passenger side panels upon pickup. I am told by their adviser that there was no way it could have happened in their facility and it was probably caused by my 2 year old daughter that could barely get into the vehicle on her own. (while he was saying it, he was pointing his finger to my 2 year old daughter).
Secondly I experienced and been experiencing a clunking / knocking noise during acceleration while the drive train unit is cold. On my first visit, I am told by my Tesla adviser that I need to show prove that the noise is actually happening in a video / audio format. So I came prepared with the video clearly documenting and demonstrating the issue. Then I am told by their service advisor that the video alone is not good enough “technician†needs to hear the knocking sound in order for Tesla to replace the drive shaft unit. I was told that a technician will test drive the vehicle when it is cold to see if they can confirm my issue. When I came to pick up the vehicle, the advisor told me that the noise is a known defect that Tesla is aware of it, however, this is not a warranty item. ?!?!?! What? It sounds like something is loose inside and could be a safety concern. It is a serious issue that needs to be addressed. A simple five minute Google search renews that other owners with this same issue and drive shaft and drive units are being replaced to address the issue under warranty.
At the end, I was told the service manager will get back to me regarding the issues I have with my model X, but he never call or email me back. The advisors at the facility keep pushing the responsibility around and keep saying that I need to talk to their service manager, but he can't be reached at all. I emailed him and called him several times, but I didn't get a single reply. Please let me know what is the route to file a complaint.
A D V E R T I S E M E N T S
I wanted to file a complaint against a service facility at Santa Clara and Tesla really have poor customer service. If they don't want to talk about it, they will just ignoring you and never get back to you.
Dec 2018 Model X have 4500 miles and spent 40% of its life in Tesla service center.
There was unexpected damage on the leather in the center console from the driver side and grease stains on passenger side panels upon pickup. I am told by their adviser that there was no way it could have happened in their facility and it was probably caused by my 2 year old daughter that could barely get into the vehicle on her own. (while he was saying it, he was pointing his finger to my 2 year old daughter).
Secondly I experienced and been experiencing a clunking / knocking noise during acceleration while the drive train unit is cold. On my first visit, I am told by my Tesla adviser that I need to show prove that the noise is actually happening in a video / audio format. So I came prepared with the video clearly documenting and demonstrating the issue. Then I am told by their service advisor that the video alone is not good enough “technician†needs to hear the knocking sound in order for Tesla to replace the drive shaft unit. I was told that a technician will test drive the vehicle when it is cold to see if they can confirm my issue. When I came to pick up the vehicle, the advisor told me that the noise is a known defect that Tesla is aware of it, however, this is not a warranty item. ?!?!?! What? It sounds like something is loose inside and could be a safety concern. It is a serious issue that needs to be addressed. A simple five minute Google search renews that other owners with this same issue and drive shaft and drive units are being replaced to address the issue under warranty.
At the end, I was told the service manager will get back to me regarding the issues I have with my model X, but he never call or email me back. The advisors at the facility keep pushing the responsibility around and keep saying that I need to talk to their service manager, but he can't be reached at all. I emailed him and called him several times, but I didn't get a single reply. Please let me know what is the route to file a complaint.
- iamfoon, San Jose, US