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Elon Musk has personally intervened to address one Tesla owner’s frustrating service experience.
The Tesla owner, Brian Stone, is a huge fan of the brand and owns both a Tesla Model S and the top-of-the-line Tesla Model X Plaid.
However, Brian recently had to take his Model X to the Tesla service center and expressed anger over how he was treated.
The Model X owner describes in detail what happened, writing…
“Tesla Service FAILURE
I’m going to give praise when I have a good experience and complain when I have a bad experience.
I am so angry right now. I dropped my Model X off on Wednesday for two small adjustments for interior squeaks. I communicated through the app that if I dropped it off on Wednesday, I would need it back by Friday.
I informed everyone at the desk, along with the tech who rode with me, that I was leaving town Saturday morning and wanted to confirm my car would be ready on Friday. They said no problem; they could do that.
Thursday evening, I sent a message to confirm we were still on track for Friday. They responded first thing this morning, saying they planned to have it ready by Friday and would keep me posted.
At 5:08 pm, I realized I hadn’t heard from them, so I sent a message. There was no response, so I sent a few more. Finally, rather than responding, they changed the pickup date to Monday.
I tried repeatedly to call in, but someone picked up each call and immediately put it on hold without ever picking it back up. I recorded them doing that.
So now, our entire travel timeline is screwed up. We have perishables being delivered that will now have to be thrown away because they’re going to be sitting on the porch of the home we are traveling to, with no one there to retrieve them.
Does anyone at the service center care? Absolutely not. I tried to contact the service manager, but his phone went straight to voicemail, and texts were not delivered, so I assume he quit or was let go.
THIS IS NOT HOW CUSTOMERS SHOULD BE TREATED. EVER. We say Tesla is better because you don’t have to deal with awful people at dealerships, but this is WORSE! At least you can call a car dealer and get someone on the phone. At Tesla, it’s the app, and they can ignore you as long as they want.
When you spend $100k+ on a vehicle, you should get a premium service experience. Instead, you get ignored and treated like trash.”
Below his post, Brian included a screenshot from his Tesla app showing the conversation he had with his Tesla rep.
The Tesla rep writes…
“We should have the repair completed by Friday; we will keep you posted.”
Throughout the day, Brian sends several texts to the Tesla representative, but as the weekend nears, he does not get a reply.
Brian writes…
- “Me again, just making sure we are still on track for today. Thanks!”
- “Heading out of town in the morning, so didn’t want to take a chance on you leaving for the weekend with the Model X still in queue. Please let me know, thanks.”
- “Looks like you close at 6, can you please let me know?”
Despite the numerous texts, the Tesla representative chose not to respond. To make matters worse, Tesla sent Brian an automated message stating that his pickup date had been postponed to Monday.
Tesla writes..
“Repair Update
The estimated time of completion for your service appointment has been updated to May 05, 2025, 6:30 PM. You can track your repair updates via the app.”
While this is definitely frustrating, it was at this point that Brian’s post began to go viral on X. This caught Elon Musk’s attention, leading him to personally engage with the Tesla owner’s concerns.
Musk, after seeing Brian’s post, simply responded by writing…
“Investigating”
A few hours after Musk’s involvement, Brian says he started receiving numerous notifications, and the Tesla service manager contacted him in the middle of the night.
Brian writes…
“UPDATE.. fixed! Thank you to Vincente, Andre, and Robert at Tesla in Sarasota for getting my car back to me today. They acknowledged the drop in communication and understand it should never happen, and are using this as a training incident to make sure it doesn’t happen again.
Robert, the lead tech, had my two squeaks/rattles figured out fast, and the car is totally silent inside again.
Just to reiterate, the only issue with this visit was the lack of and total drop in communication. I told them what I thought they could do to improve, and they agreed and said they were working on it.”
Overall, it’s great that Brian got his Model X fixed; however, not everyone facing a service issue can contact Elon Musk directly.
Please let me know what you think in the comments. Share your ideas by clicking the RED “Add new comment” button below. Also, be sure to visit our site, torquenews.com/Tesla, regularly for the latest updates.
For more information, check out: A Tesla Cybertruck Owner Says His Truck’s Unconventional Door Saved His Life During an Armed Robbery – Adds “I Was Targeted Because I Drive a Cybertruck”
Tinsae Aregay has been following Tesla and the evolution of the EV space daily for several years. He covers everything about Tesla, from the cars to Elon Musk, the energy business, and autonomy. Follow Tinsae on Twitter at @TinsaeAregay for daily Tesla news.
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Source: torquenews.com
