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Loaner Cars

Disappointed in Tesla and Musk's Word!

Model S in for some service and NO ...YES NO P85 car available in fact NO Tesla's .... Just Enterprise (ICE) Chevy Cruze !
Another disappointed owner mentioned it's Tesla they are selling all cars off to get higher numbers for the Quarter!

WOW what a let down......

We knew the loaners were selling out rapidly over the last few months.

So I specifically requested for a scheduled visit only when my SC has a loaner available.

Since I could operate my MS safely while waiting for cosmetic service, I waited five weeks before bringing my car for service.

It's all part of the growing pain. I firmly believe that TM is trying their best in producing enough loaners for the SC. However, some owner figured out that the fastest way to get their hands on the MS is to buy the loaners instead of waiting for months to have a custom build unit from the factory.

I was told that they keep getting cars in. However because of high demand and people unwilling to wait they are actually purchasing the loaner cars. I have a service coming up in Costa Mesa and they told me that even if they had a loaner MS ready for me on the way over to drop my car they could get a call that the loaner was sold to someone and I would be redirected to Enterprise.

@jp158 - what service center?

Service in New York, Queens ...

Consider that a service center might have 20 cars in for service at any given time. 20 P85s in the loaner float is a 2 million dollar investment per service center that generates no income for Tesla.

Consider that a loaner still has pretty good resale if you sell it with only a few hundred miles. So your loaner float goes bad faster than milk on the counter. You want to turn your fleet over as quickly as possible, which is why it's good when they sell them.

The first time I had service they had been informed that I would prefer a Tesla. When I got there, no Tesla, but they were going to call Enterprise. Before I left, a Tesla showed up, and out the door I went with it. In this case, the availability of the car was dependent on another owner picking his car up and returning the loaner. That's hardly Tesla's issue if the customer is a few hours late on a weekday morning.

The second time I had service, they had a Tesla loaner for me, but I declined and they kindly gave me driver service to rapid transit a mile away. I could do without a car for a couple days. Let them give it to someone else.

Point is they try really hard. They go out of their way to make you comfortable. Sometimes because of scheduling it's difficult, and we need to consider that before we insult someone's integrity and intentions to keep their word.

How the hell did we all survive a year ago before we got our Teslas?

jp158. When you made an appointment at the SC, did you specifically ask them to reserve a P85 or P85+loaner for you? I am really hoping you were not a walk-in, but if you were, what do you expect?

@jp158 - Did I mentioned that I waited 5 weeks before showing up for service at the Queens SC just so I can get the S85 loaner?

Queens is extremely busy as they service customers from Long Island as well.

Look on the bright side, as least you were offered an ICE loaner. They could have easily issude you a metro card to use public transit in NYC instead...

I received a P85+ for my loaner for 5 days while mine was in for service. To be honest I missed my 60. Road noise substantially worse on the P85+. The loaner did not come with XM or Slacker account set up. As a positive it was 500 miles put on the loaner that wasn't put on my car.

Bottom line. Even if they reserve a Tesla for you its quite possible that all the cars could be purchased before you get there. At Costa Mesa they promised me a Tesla but only if they have one.

@jp158 I am going for a second attempt at a driver's door alignment at Queens. I gave them several dates between 9/15 and 10/31 to do the service, again, and requested a loaner. ( I took mass transit the last time) got an email from my buddy, Omar, confirming an appointment for 10/16. I repeated my request for an MS loaner (I want to compare) and he said that he couldn't guarantee a loaner for that date. So I said to pick another date. My crooked door and wind noise aren't going anywhere . . . Fast.

"Under promise and over deliver" and you'll have happy customers. In this case they have done the opposite and the results are disappointed customers.

Let's quit making excuses for Tesla. They're big boys and in this case they are clearly not able to deliver on the promise. Eventually, they will catch up on things (or will have to change there policy).

I'm amazed by the car, am willing to cut them some slack, and am going nuts waiting for delivery. But, that doesn't mean they shouldn't be reminded when someone is disappointed with the product or service. How else can they improve?

I set an appointment and requested a Model S two weeks in advance. When I came in there was no Model S available. There has been so much press about how they'll pick your car up, drop you a P85 and return your car when its finished. Many of us owners are not seeing that kind of service. Some folks can't accept that Tesla can do anything wrong. We all get that there will be growing pains but it doesn't change the fact that we were promised a level of customer service that they aren't delivering. No need to lay out why they made the decision. We get it....they chose to make more profit over keeping their word to current owners.

We were given a P85 loaner today when the Waterbury, MA center picked up our Signature MS today.

I wish more people in this world were more like user jbunn@hotmail.com, and less like user jp158.

Still waiting for my delivery date to show up, but my real concern here is not the type of loaner, but that the service centers seem to be VERY busy. This is a car that only suggests but does not require annual maintenance. No oil changes, no this and that. What are the problems that cause service centers to be filled up with new cars (the first ones have barely been out for a year), and appointments that take days or weeks to get something fixed?

I live more than 130 miles from the nearest temporary, apparently not really open service center, and over 450 miles from the nearest supercharger, so I'll be pre-paying for 4 or 8 years of annual service to get no-additional-charge Ranger service on my vehicle.

I am hoping I'll never need service, but threads like this have me...

...Worried in Tucson

I got a loaner in Fremont with 3+k miles on it - very nice car... seems they don't sell them fast at the factory. I was there for tire rotation and at the same time I mentioned some mirror things plus some service bulletins. From what I can tell from the emails they did most of the work on Sunday. Overall the car has been so far very low maintenace - my last ICE from a first year production had many more issues the first two years.

@kk7p4dsp - You would be surprised how many MS go in for tires patches, rotation, replacement, & alignment. In addition, there are plenty of service bulletins for other fit and finish from earlier production runs.

Newer deliveries in the last few months seem to have addressed the issues from earlier runs.

Eryx

Get real and smell the coffee... if a company says something it should back up what they say!

This is not a cheap automobile to say the least... So Tesla/Musk make a statement they should back it. PERIOD......

PS do you even own a Tesla???

@Eryx +1

Ok maybe my age is going to show here. Cry, wail, screech. Oh I thought that ended when my babies grew up.

OK maybe Elon over promised a bit. I am sure his intentions were good and he probably didn't expect this much service center activity was going to happen. How many of you are really getting hurt in any way by not having a Model S to drive while they are taking care of your vehicle? Oh my gosh you may have to buy some gas. Please act like the adults that you are and not like my babies did when they were little.

@Eryx +1

@jbunn +1

I too got a loaner P85 when I got my annual service. They had my car for three days and I got a 12 page list of all the stuff they did to it. Given I have VIN #208 and haven't had it in before it's not surprising that there were a lot of bulletins to go through. I was happy to get a Model S loaner, but given that they're working on 10s of cars at a time at any given service center I can certainly see why they wouldn't have enough to provide one to everybody. There is still a waiting line to get a new Model S after all. I'm not too sure it's a good idea to keep two dozen+ cars tied up as loaners at each service center at this point in the company's trajectory. Yes, it sucks to have to go back to pumping gas for a few days, but when I ordered the car there was no such thing as loaners or Super Chargers. It's changing fast and they're building up national networks of these things while working out the kinks in a brand new kind of car. I think ultimately these promises will be kept, but it's got to take some time.

@jp158:

I believe @Eryx comment was legit whether he/she is a Tesla owner or not.

Pretty much every dealer I have dealt with in the past (including BMW and MB) have a fixed pool of loaners and if you don't get one of those, then its off to Enterprise. I am glad to see Tesla trying to raise the bar. The plan is all of 5 months old, so I don' think its unreasonable to give them a bit of slack to work out the logistics of having enough cars and the (investment it represents) at each location.

To be honest, if I have to deal with a non-Tesla loaner so we can add one more member to the Tesla family, I am cool with that as it benefits me in the long run.

I suggest you grab some coffee yourself or did you expect the plan to be service plan to be perfect out the door?

Omar

@Theresa The first two times my car was in for service I didn't take a loaner because I have another car to drive. I took mass transit to queens instead. I have an appointment for something they didn't address on my last visit. My problem is that they said they didn't address it because they couldn't understand what I was talking about. Did they call for me to explain? No. Email. No. So, I drove the car back there (an hour on the LIE) just to show them that the driver door doesn't close flush with the passenger door. They saw it immediately. I have a wind noise problem and that might be the reason for it. So, now I have an appointment for the 16th of Oct. and they say they don't know if I can get an MS loaner. One month notice they had.
I want the loaner for comparison, am reception, wind noise, fit and finish.
It's their fault for not fixing the door the last time. They had the car for 5 days.
If getting me a loaner is what will show me that they respect my efforts and my time I've invested to get this right then they should do whatever it takes.

If the business models and customer compact (Elon's word and the stated service commitment on the website) says they will give you a loaner, TM should have some loaner cars that are not for sale. However, the REAL business model for the "loaners" is not for our convenience (and I have had a loaner for a couple weeks plus two Enterprise ICE cars for a few days). It is a strategy for TM to get around the dealership laws in most states - the "loaner" program gets cars into local inventory that can then be sold without going through the dealership licensing process.

It makes the whole custom-order internet auto delivery model a sham, but TM found that many car buyers are not like us initial early adopters - they had to find a way to deliver cars immediately. Hence the "loaners" that really aren't loaners except when it is convenient for them. I love all you altruistic self-sacrificers who say you would rather a new Model S owner have the car even if it means you have to take a train instead. Right. Sainthood nomination coming up... perhaps it would behoove all of us if we were more insistent that TM keeps up its side of the deal considering how much we paid for these cars... Our local Annapolis Mercedes and BMW dealers ALWAYS gave us brand-name loaners, albeit low end models within their lines.

SCCRENDO | September 25, 2013new

I was told that they keep getting cars in. However because of high demand and people unwilling to wait they are actually purchasing the loaner cars. I have a service coming up in Costa Mesa and they told me that even if they had a loaner MS ready for me on the way over to drop my car they could get a call that the loaner was sold to someone and I would be redirected to Enterprise.

I was told the samething last week. So I called up Torrance SC and they are actually dropping off a Tesla for me and picking up mine for service without charging me anything extra. I am schedule for the service this coming tuesady October 1.

I agreed with @jp158. If your CEO say it then they should back it up. I know when I take my Mercedes or BMW in for services in the past they alway provided me with a Mercedes or a BMW. Tesla should provide the tesla as a loaner car or The CEO should not promise it. I didn't buy a Tesla to be going to Enterprise to pick up a Camry.

Boy, let the breath-holding begin.

Do you really believe each SC has access to a magical supply of Teslas so they instantly produce one whenever you stomp your foot? Are you willing to pay more for service to cover the cost of maintaining an expanded fleet of loaners so you always have a Tesla when you stomp said foot? You do realize you are indirectly paying for the cost of that "free" loaner fleet at the ICE dealership, right?

You know what I appreciate: a car company that has said they will run their service department at break-even as opposed to most manufacturers' goal to drive fat profits from on-going service and maintenance of their vehicles.

A quick example--took my MS into the Rocklin SC to fix curb rash on a rim. They front-ended the entire transaction, gave me a Tesla loaner and when I picked up the car, had me write a check directly to the vendor that did the actual work on the wheel. Now, I used their time and I had one of their loaners for a day, so they would have been justified in tacking on some sort of fee, but nope--they just passed the cost along.

So, yeah, if they keep up that kind of service philosophy, I think I can suck it up and deal with an Enterprise ICE on occasion.

O

+1 @omar
Had the car long before there were loaners.
Fortunately I live between Menlo Park Service and Burlingame Service. Of the four visits I got a loaner P85+ once - the other times my wife picked me up/dropped me off.
I'm holding out for a Roadster loaner next time! ;-)

jp158. Second request. Did you make an appointment, speak to a service writer about reserving a P85 and did the service writer confirm the appointment and the reservation?

If you answer yes to all the above, I will understand your disappointment.

Point to mention!

The service center is excellent the Service Manager, Technicians and reps all wonderful.
It's just a matter of the loaner policy. Tesla owners treated wonderfully in the Queens center. So the only issue is the loaner issue... Sorry I didn't mention that earlier.


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