I was at my local Tesla service center yesterday to have a few issues addressed and I wanted to share the experience to those that are not yet owners. I haven't yet used the Tesla Mobile repair service so perhaps @SoFlaModel3 can add to this thread since he had a recent Mobile service call.
I can't speak for all of the Tesla Service Centers but their location in Syosset in Long Island, NY is has pros and cons. The employees are AWESOME and overworked! They are friendly and try to go the extra mile but sometimes issues get overlooked if they don't make it into the computer when the car is dropped off. Make sure the service advisor types every issue into the computer or the tech in the back won't know it needs to be addressed. Shout out to Jason who is GREAT and very knowledgeable. He was very upfront in saying that a lot of times, Tesla fanatics and forum members bring cars to them with solutions or updates that even they haven't been made aware of. He doesn't blow smoke at you like I've seen many Tesla employees do.
This facility is a smaller one compared to some of the others I've visited on Supercharger stops. There's only 4 Superchargers at this location and they are almost always full and don't charge as quickly as those in other locations. I've seen the car jockeys use the superchargers to charge cars that are there for service. There is only one parking lot which is where the supercharger is located so anyone can drive in and leisurely browse any new Model 3s that have been dropped off ready to be prepped. Unlike some other dealer service centers, there is no drive in intake area shielded from the elements. At this location, you have to park in the crowded lot where there often aren't any open spots and walk at least 200-300 feet through the elements to speak the staff inside. Hopefully this will change if they open another location or move. Inside, they have clean restrooms, free wifi, free bottled water and a KCup machine with a decent selection. There are comfortable chairs and TVs and lots of electric plugs and tables are available to do work if you are waiting.
In my trip yesterday, one of my parking sensors was starting to fall into the bumper as if the bracket keeping it in place was dislodged. They told me it was about an hour worth of work to take the bumper off and fix the bracket. No big deal. The other issue I had was I couldn't get my door to "auto present". The S and X have automatic opening doors and can be set to open automatically when the car senses the keyfob approaching the door. On an AP1 Model X loaner, I found that I really liked the feature but I wasn't able to figure out a way to activate it on my AP2 car. It turns out there is a Service Bulletin out for this issue and as soon as I mentioned it to Jason, he knew EXACTLY what the problem was. The technician that went with me to look at the parking sensor wasn't aware of the Service Bulletin and had me do a reset with no results.
This repair would involve replacing the receiver antenna and possibly the module located in the driver's door and require dismantling the door and the carpet. A 4 hour job estimate. Being that driveability and safety aren't affected, I set an appointment for 3 weeks from now to bring it back and get a loaner. This service center has a small fleet of Teslas for loaners and also uses luxury rentals from Enterprise. They said that they've loaned out BMW7 series in the past and that Enterprise also has Teslas for loaner. Alas, no Model 3s yet to loan out (I did ask)
After setting an appointment which was offered to me at 30 minute intervals, you receive an email to the address on file with Tesla that confirms your appointment and a link in the email to add the event to your calendar. Two days before the appointment, you get a reminder email and IIRC there is a phone call as well. Because my phone calendar is synced to the car, I get another reminder on the day of the appointment when I get in my car. I'm not sure if the car would automatically dislpay a reminder if your phone calendar wasn't linked to your car but as the Model 3 uses your smartphone as a key, I imagine 99.9% of people would be syncing their phones with their cars anyway.
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When your car is there for service, the service center communicates with you by texting your phone with updates. It is a 2 way text so if you have questions or want an update, you can respond to the text and the Service Center staff responds to you pretty quickly. The Tesla is returned to you washed and charged if it was there overnight. When was the last time your ICE was returned to you with a full tank after a service?
I LOVE the Tesla service experience and these guys understand that customers are early adopters and are part of the solution in making a better car. Tesla uses email and texting in a useful way to keep owners in the loop and the staff tries to do the best they can even though they may be understaffed.
I can't speak for all of the Tesla Service Centers but their location in Syosset in Long Island, NY is has pros and cons. The employees are AWESOME and overworked! They are friendly and try to go the extra mile but sometimes issues get overlooked if they don't make it into the computer when the car is dropped off. Make sure the service advisor types every issue into the computer or the tech in the back won't know it needs to be addressed. Shout out to Jason who is GREAT and very knowledgeable. He was very upfront in saying that a lot of times, Tesla fanatics and forum members bring cars to them with solutions or updates that even they haven't been made aware of. He doesn't blow smoke at you like I've seen many Tesla employees do.
This facility is a smaller one compared to some of the others I've visited on Supercharger stops. There's only 4 Superchargers at this location and they are almost always full and don't charge as quickly as those in other locations. I've seen the car jockeys use the superchargers to charge cars that are there for service. There is only one parking lot which is where the supercharger is located so anyone can drive in and leisurely browse any new Model 3s that have been dropped off ready to be prepped. Unlike some other dealer service centers, there is no drive in intake area shielded from the elements. At this location, you have to park in the crowded lot where there often aren't any open spots and walk at least 200-300 feet through the elements to speak the staff inside. Hopefully this will change if they open another location or move. Inside, they have clean restrooms, free wifi, free bottled water and a KCup machine with a decent selection. There are comfortable chairs and TVs and lots of electric plugs and tables are available to do work if you are waiting.
In my trip yesterday, one of my parking sensors was starting to fall into the bumper as if the bracket keeping it in place was dislodged. They told me it was about an hour worth of work to take the bumper off and fix the bracket. No big deal. The other issue I had was I couldn't get my door to "auto present". The S and X have automatic opening doors and can be set to open automatically when the car senses the keyfob approaching the door. On an AP1 Model X loaner, I found that I really liked the feature but I wasn't able to figure out a way to activate it on my AP2 car. It turns out there is a Service Bulletin out for this issue and as soon as I mentioned it to Jason, he knew EXACTLY what the problem was. The technician that went with me to look at the parking sensor wasn't aware of the Service Bulletin and had me do a reset with no results.
This repair would involve replacing the receiver antenna and possibly the module located in the driver's door and require dismantling the door and the carpet. A 4 hour job estimate. Being that driveability and safety aren't affected, I set an appointment for 3 weeks from now to bring it back and get a loaner. This service center has a small fleet of Teslas for loaners and also uses luxury rentals from Enterprise. They said that they've loaned out BMW7 series in the past and that Enterprise also has Teslas for loaner. Alas, no Model 3s yet to loan out (I did ask)
After setting an appointment which was offered to me at 30 minute intervals, you receive an email to the address on file with Tesla that confirms your appointment and a link in the email to add the event to your calendar. Two days before the appointment, you get a reminder email and IIRC there is a phone call as well. Because my phone calendar is synced to the car, I get another reminder on the day of the appointment when I get in my car. I'm not sure if the car would automatically dislpay a reminder if your phone calendar wasn't linked to your car but as the Model 3 uses your smartphone as a key, I imagine 99.9% of people would be syncing their phones with their cars anyway.
When your car is there for service, the service center communicates with you by texting your phone with updates. It is a 2 way text so if you have questions or want an update, you can respond to the text and the Service Center staff responds to you pretty quickly. The Tesla is returned to you washed and charged if it was there overnight. When was the last time your ICE was returned to you with a full tank after a service?
I LOVE the Tesla service experience and these guys understand that customers are early adopters and are part of the solution in making a better car. Tesla uses email and texting in a useful way to keep owners in the loop and the staff tries to do the best they can even though they may be understaffed.
