Tesla Warranty Issues UK

Discussion in 'Tesla' started by GrumpyCabbie, Dec 20, 2014.

  1. GrumpyCabbie

    GrumpyCabbie Senior Member

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    As many know I am a keen follower of Tesla and like that they've done/are doing, shaking up the existing car manufacturers. They seem very switched on and do things bigger, better with a different slant and with a focus on the customer.

    Unfortunately it appears that the UK arm have not read the memo as there are a number of reports hitting the UK forums of poor customer care when customers have failures/issues with their car and feet dragging on warranty claims. The official warranty is pretty much the same as in the US, which is very comprehensive, but that's no use if they don't play ball.

    It looks like the good name of Tesla is being tarnished by this penny pinching. Telsa UK sales have been on the up since release of the S, but if word gets out that they're being over so zealous on warranty claims and not playing ball or paying out, then sales will bomb. Warranty claims here are no quibble and expected to be so, especially on executive models. If they going to start using small print get out clauses, then they're finished; I'd give them 5 years unless things change.

    How does this UK experience compare with the US?

    Tesla battery range degredation forcing return to petrol | Speak EV - Electric Car Forums

    It's not positive towards Tesla :unsure:

    "I met a Model S owner who described Tesla as some of the most difficult people to deal with.
    "

    "I thought they were different and perhaps they still are but it is a slippery slope that could result in Tesla just becoming another manufacturer."


    "...but when a brand becomes "tainted" it can be very difficult for manufacturers to regain their reputations."
     
    #1 GrumpyCabbie, Dec 20, 2014
    Last edited: Dec 20, 2014
  2. bisco

    bisco cookie crumbler

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    it's hard to judge a company from the outside, from individual complaints. no one is going to score 100.
     
  3. GrumpyCabbie

    GrumpyCabbie Senior Member

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    Absolutely, and I've kicked off about Toyota before. The thing about Tesla that's leaving the ill feeling is that they've barely sold 200 cars before this year and probably no more than 1,000 by the end of this. If significant, though small numbers are complaining already, and complaints that appear to affect longevity (or lack of) the product, then I think there's an issue.

    Tesla are meant to have a great customer service experience in the US and it appears that that has not been carried over this side of the pond. Had this very conversation on here no so long ago about Amazon. In the US they can do no wrong and have much loyalty and support. Here the opposite appears the case. Customer service is king and companies like Toyota seem to get it right.

    It's not having a problem that's the concern, it's how a company rectifies it that really matters. Tesla only sold about 65 Roadsters in the UK at a cost of about £100,000 each, and if a significant numbers of owners feel let down enough that they're wanting to protest outside the HQ, it says something is wrong. If that were to occur and the anti EV BBC or Clarkson got hold of the news item, Tesla would be finished here, or knocked back significantly. Their shenanigans with the Top Gear lawsuit backfired on them. Going in guns blazing on the advice of their litigation happy Californian lawyers might work in California, but the opposite is true here.

    Shame. I like Tesla and I like what that Musk chap is doing too. I like how he's stirred up the competition. But I think the good will the brand gets in the US just hasn't crossed the Atlantic and they're not helping themselves either.
     
  4. Zythryn

    Zythryn Senior Member

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    In my experience, leasing a Roadster, then owning two Model S, completely opposite to my experiences or those I have heard of from friends that own them.

    Tesla has in the past replaced drive trains due solely to annoying sounds. Towed cars two hours to exchange with a loaner so that I didn't have to drive two hours out of my way to pick the car up at the shop.
    I have never had a better experience than dealing with Tesla. Even if someone else made a better car, I expect I would stick with Tesla due to the service.

    That said, don't take what this guy says as an indication this is the norm for everyone in the UK.
    For all I know it is, but it seems very out of character. It looks like this was escalated to the engineers at headquarters, I hope he also escalated it to the customer service side of things.
     
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  5. GrumpyCabbie

    GrumpyCabbie Senior Member

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    It surprised me. Having read all the glowing reports on the US forums I imagined the same would apply over here. If anything, it seems that our warranties and customer service are more comprehensive than yours, at least with Toyota judging by these forums.

    But with so many negative posts from the small number of Tesla owners I did wonder if there it was a case of "no smoke without fire"? Maybe Tesla UK employed someone who used to work for VW customer service? ;)

    With the X and the E due in the next few years, I hope things are sorted sooner than later. They don't want a tarnished rep before they even start.
     
  6. Zythryn

    Zythryn Senior Member

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    I was looking a bit at the forum and saw that it was a general EV forum. I don't know if this is the case, but often you are more likely to hear from people with complaints than people without.
    This is especially true from non owners. You should see how bad the negative posts were at the Volt site about Tesla. Even one of the moderators has slandered Musk and Tesla at every chance he had. (He has toned it down a bit since many of his more infamous projections turned out to be incorrect.

    Even here there are a few posters that just seem to have something personal against any other solution to efficient transportation.

    So before judging Tesla, I would make sure all the negative comments are from Tesla, walk in to a Tesla store and chat with them a bit, and maybe even correspond with Tesla corporate in California and share your concerns.

    If there is something wrong, it should definately be fixed.
     
  7. bisco

    bisco cookie crumbler

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    i wonder, when a u.s. company sets up shop outside it's borders, (and vice versa) something get's lost in customer service translation?
     
  8. Zythryn

    Zythryn Senior Member

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    I hope not, but it wouldn't surprise me.
     
  9. GrumpyCabbie

    GrumpyCabbie Senior Member

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    The bloke in question is not anti-EV. He has been an early supporter of BEVs in general and runs a charity offering free charger points to businesses such as restaurants, pubs etc to encourage take up. In the early days of EV adoption he was the first person in the UK to drive an EV from John O Groats in the very north of Scotland to Lands End in the south west of England - the furthest you can drive in the UK. I guess it's like driving East/West in the US.

    Motorist drives from John O'Groats to Land's End in an electric car - and it costs just £20 - Mirror Online

    Tesla travels from John o’Groats to Land’s End

    [​IMG]
    So he has been an early supporter of BEVs and Tesla in general. Hardly someone out to bad mouth them for no good reason.

    This is why I think something is wrong at Tesla UK. This guy was clearly a supporter, a trail blazer, yet doesn't get the support later when needed.

    I think customer service has been lost in the journey across the atlantic.
     
  10. alekska

    alekska Active Member

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    Local people hired by Tesla....
    Alex
     
  11. Zythryn

    Zythryn Senior Member

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    Oh, most certainly. I was not implying he was anti-Tesla in any way.
    Sounds like he has a very real issue and has even identified which brick is the issue.

    I was warning against making sweeping generalizations based on posts at forums, not on his in particular but on the large number you have been reading.
    Again, perfectly valid concern, which I would recommend asking Tesla about.

    Who knows, in addition to dismissing or confirming your fears, you may help this other guy out.
     
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  12. bisco

    bisco cookie crumbler

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    cultures can interpret things differently. it is difficult to get your message across, beyond what is written in black and white.
     
  13. JimN

    JimN Let the games begin!

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    Every EV driver knows (or should know) that the battery needs to be replaced eventually.

    He believes he has a defective brick. It seems some at Tesla are inclined to agree as it has drawn their attention over three years. Officially the corporation's position is that the battery is performing within acceptable limits so it isn't defective.

    I'm with GC on this one. Tesla should at least rebuild the pack to bring it up to spec. Tesla has raised everyone's expectations implying we're better, we care, we won't treat you like Brand X. That's a lot to live up to and saying "it's supposed to do that" like other companies isn't going to help the reputation.

    People are more forgiving over the problem than they are over how the problem is handled. Tesla is still experiencing growing pains. Hopefully they will learn from their mistakes and improve.
     
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  14. GrumpyCabbie

    GrumpyCabbie Senior Member

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    But it's how that culture or message is handled. Toyota UK offer amazing customer service in ways that appear not to have made it your side of the pond, so it's not like the UK doesn't get CS. A prime example was my inverter being replaced 10k miles out of warranty.

    Rather than what is written, it comes from the top. If the top dog in the UK is putting hard targets or tighteners on those below him/her, then that culture will cascade down to the employee in the warranty department. I guess it's a hard balancing act between pleasing the customer and going bust and clamping down so hard you lose all custom, but the person who decides is well above my pay grade :)
     
  15. bisco

    bisco cookie crumbler

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    agreed. who knows, could just be growing pains.
     
  16. hill

    hill High Fiber Member

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    There's one thread on the model X sub-forum (wait list crowd) who was complaining because he was refunded his deposit for his X. Seems he's purchased two model S's ... and been a record complainer about relatively small issues. so much so that Tesla in essence kick him off the wait list. As though he's entitled to force a business into being a customer. He evidently never read many a sigh at many a restaurant ... "we reserve the right to refuse service". Some time, you gotta do what ever the soup Nazi wants ... if you want your soup. Otherwise, "no soup!!! come back in one year!!!".
    .
     
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  17. GrumpyCabbie

    GrumpyCabbie Senior Member

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    Well I've since come across other posts from this chap. It appears little makes him happy.
     
  18. FL_Prius_Driver

    FL_Prius_Driver Senior Member

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    There are two sides to every story. Many complainers often leave some key details out. Some complainers have a different agenda than what they claim. I would really like to hear the Tesla versions of the story. Over the years, many Prius complaints certainly turned out to be manufactured instead of real.
     
  19. Zythryn

    Zythryn Senior Member

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    As I recall, (there is a long thread on it at teslamotorsclub.com) this guy threatened (publicly) to sue multiple times, and did at least once.
    Frankly, I was shocked he wanted a Model X if he felt he had been so badly treated.
    If I had a customer like that I'd not sell them anything else either.
     
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