Writing this post some months after the trip which happened in August 2019
The road trip was mostly ruined by a faulty piece – the chiller – which led to the AC not working for a few hundred kilometers in Southern France.
Here are some notes that I sent to Tesla back then:
There are a number of shortcomings in the way Tesla provides support, I am detailing them below:
1) the alert message was simply wrong (the AC was not ‘reduced’ but simply not working anymore)
2) the alert message does not provide any indication on the next steps I could take (like the ones communicated on the phone 16 hours later). Why not put these troubleshooting steps on the console when the alert appears on the screen? Or, even better, send a ranger my way?
3) the waiting times for the call center are simply ridiculous. On 12th August I tried to reach the Tesla roadside assistance from 16:00 to 19:30, without any luck. This is simply unacceptable to me, since I had an emergency
4) the instructions received by phone are contradicting the ones from the Service Center. Not only they were wrong, but they put into danger my safety (by encouraging me to drive along in a potentially unsafe car) as well as the battery life (the Aix en Provence SC said that the battery could be irremediably damaged by continuing to drive)
5) Tesla mobility solutions are ineffective and inflexible. I understand that finding a loaner at 17:30 on the day before a national holiday in France is not easy, but Tesla should be more flexible and better prepared for such cases
6) the Tesla parts distribution network has a lot of room for improvement. Overnight delivery in Europe should be a lot easier than in the US, and in the worst case, you should have a clear indication when an ordered piece will arrive at the SC
7) your European branch seems to be significantly understaffed. I am talking about 1) call center staff 2) SC technical staff (it took almost 4 hours to diagnose the problem) and 3) SC customer support staff (the SC manager told me that he has very few people who could help me with the issue).
In the end, after more than two days of waiting and uncertainty, the Aix Service Center found a solution to my problem:
- either the faulty piece ordered on 14th of August PM arrived on 16th of August AM from the Netherlands (15th of August is a bank holiday)
- or (more likely if you ask me), the SC simply replaced the faulty piece in my car with a working one from a loaner, while waiting for the original piece to be delivered from the Netherlands.
Written by Dorin Moise (Published articles: 266)