(Updated Title) SJ Service Center - quick turnaround

[fromSf]

Picked up my R1S on 4/28 and immediately noticed a rattle noise. I called service immediately before reaching home and filed a service ticket. The issues I reported were:

1. Rattle noise from dash/speaker grill
2. Car was pulling right
3. Some minor panel gaps
4. Some kind of leak within couple of mins after I start the car (not sure whether it's from A/C).

I got the appointment for Monday 5/8 (10 days from the date of call). I dropped the car off on Monday and picked up Enterprise rental. I was informed that I would receive my car back by the end of the week, but after calling today to check on the status, I was disappointed to hear that my car has not yet been looked at due to a backlog in the service department. I was also informed that they may take a look at it tomorrow or on Friday to determine what needs to be fixed, and I can expect a call with updates on when my car will be returned.

I find this delay frustrating, especially after waiting 10 days for an appointment and having my car kept for three days without any progress. Is it normal for every service visit to take 1-3 weeks, and is this designed to discourage customers from reporting quality issues?

I would have been more understanding if I had been given a date for next week and the car had been worked on the day I dropped it off.

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[Donald Stanfield]

Ten days isn't that much, not even for an ICE car. I have to book an oil change at the Audi dealer a MONTH in advance.

 

[R1Tom]

The 10 day delay to get in isn't out of line. But....if they schedule you for Monday, then they should be ready to start working on it....Monday. Not maybe pull it in Thursday or Friday.

Sure...that is efficient for them...but very inconvenient and annoying from the customer point of view. If they can't look at it till Thursday...then book to bring it in on Thursday.

 

[DuoRivians]

Yeah, unfortunately, this is the cadence for now at service centers. They will get better, but growing pains.

 

[HeyEllwood]

Take a look at the early days of Tesla. 10 days? Imagine having to wait 1+ month for a part or anything.

Either way, I understand the frustration and it is 100% valid. But still, in the grand scheme of things, it's not the biggest thing. I suppose that's why it's called a rant. <3

 

[Prime]

10 day!? I’m still waiting on 10 weeks for my first service since picking up in March..

 

[R1Tom]

10 day!? I’m still waiting on 10 weeks for my first service since picking up in March..

Dang that is bad.....I can't wait to see somebody try and defend 10 weeks....

 

[WSea]

Had to wait 2 months for first service at Bellevue and they had it over a month.. most of that time it just sat outside untouched waiting for new drive unit. luckily gave me a loaner for most of that time. Scheduled 2nd service yesterday and appointment is next Wednesday. They diagnosed from log and let me know today that the part is ordered. Also told me I’ll have loaner since last service took so long. These little things keep customers happy.

 

[SACDFJC]

The SJ SC is new, they just opened a few months ago. I had previously scheduled appointments in SSF and those were months out on scheduling and multiple days in the shop. You need to remember that this is a startup and they are working hard to figure things out (and make improvements). I had my truck in SJ for service recently and they were great, dropped off on a Friday and ready on a Monday. Give them a little slack as this is all new.

 

[fromSf]

I want to close the loop. To my surprise, I just received a call from the service center, and they informed me that my car is ready for pickup. I'm super excited and thrilled to get it back early. It seems that there was a breakdown in communication somewhere.

Thanks to SJ SC team for completing the task sooner than quoted. Changed the thread title to quick turnaround from rants.

 

[VFUNARI]

That’s great news thanks for posting the positive

 

[Operator]

10 days. Those are rookie numbers.

Still waiting on mine down here in los Angeles. They refused to look at additional items I tried to add since making my appointment and turning vehicle in. Happy yours worked out

 

[omsatt]

Picked up my R1S on 4/28 and immediately noticed a rattle noise. I called service immediately before reaching home and filed a service ticket. The issues I reported were:

1. Rattle noise from dash/speaker grill
2. Car was pulling right
3. Some minor panel gaps
4. Some kind of leak within couple of mins after I start the car (not sure whether it's from A/C).

I got the appointment for Monday 5/8 (10 days from the date of call). I dropped the car off on Monday and picked up Enterprise rental. I was informed that I would receive my car back by the end of the week, but after calling today to check on the status, I was disappointed to hear that my car has not yet been looked at due to a backlog in the service department. I was also informed that they may take a look at it tomorrow or on Friday to determine what needs to be fixed, and I can expect a call with updates on when my car will be returned.

I find this delay frustrating, especially after waiting 10 days for an appointment and having my car kept for three days without any progress. Is it normal for every service visit to take 1-3 weeks, and is this designed to discourage customers from reporting quality issues?

I would have been more understanding if I had been given a date for next week and the car had been worked on the day I dropped it off.

10 days? Consider yourself lucky. My R1S has that annoying front dash grill rattle. They called me today to schedule my appointment. The earliest they could offer me at the SJ SC was July 4.

I found one comment by the scheduler funny/alarming. He said "I know it's a long wait, but at least this way if you find other issues that need fixing we can just add it to the ticket so you don't have to come back to get any additional issues fixed.".

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