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TV2.NO/BROOM:Major sales of Tesla cars in Norway proved to be inconvenient for several customers, as they faced major problems in obtaining service and repairs within a reasonable period of time. In the barometer of Norwegian customers 2019, Tesla is also badly left as a result of this situation.
Broom wrote earlier about Tesla and the experiences of his clients, but one may wonder if there are many that surpass the experience lived by the rocker Endre Scherman Karlsen.
– My Tesla Model S P75D has been in a workshop for over six months, with nothing in practice. It started shortly after the purchase with various minor mistakes that we tried to correct with alternating luck, without decisively insisting on it, he told Broom.
The error has not been corrected
– Many small mistakes have been made and most people have taken it into account with such a young car brand. But in early October 2018, I had a leak of water in the coupe, it was reported on October 9th. The car was delivered to the workshop on October 25, 2018 – it was there until early April of this year.
– After more than six months in a row at the workshop, Tesla said that the roof had been sealed at four different locations, as were two leaks behind the sieve. The problem was that there was always so much water in the car. The mistake was not corrected, says Endre, who had long since lost patience with Tesla's customer service.
Water in the car for a long time
– In the period following the car workshop on 25 October last year, only the follow-up was carried out. At first it was over the phone, but at first it was also impossible to call – I had to physically go to the dealer to make contact. The first time I called for a progress plan, it was after nearly two weeks of self. Some answers about the expected date did not reach me, says Endre.
– That's how the weather went and I was able to discover in February of this year that my car was still standing, at the same place as always. For me, this meant that there was water in the car for a long time, with the consequences that it could have had, says Endre, who, after a long series of investigations, has First received a written response in the form of e-mail on February 7 this year. Tesla employee who sent his coordinates.
redelivery
– I answered that by asking for a replacement because there had been so many problems with the car. Now, there has been a significant shortage of car in the form of water leakage during 8 of the approximately 20 months that I have had the car. In addition, there were other mistakes and I changed the car loan at least six times during the period.
– Have you had an answer now?
– There was no return before my departure. On February 19, I received an answer saying that it was "an internal process that takes time". The time has taken, and in the absence of return, I have re-dreamed.
– In a reply of March 7, it was said that "a clarification is expected by the end of the following week". On March 15, the answers confirmed that & # 39; "There is a process for obtaining an internally approved alternate" and that it is being posted. for replacement can take place on the basis of the Consumer Purchase Act.
Just missing "formal signature"
– Once again, before I re-dive and I receive on April 1st a reply indicating that the case (replacement) will be followed as soon as possible.
– After new reminders and comments in early April that "only the formalities must be in place before the replacement can take place", the days resume. After another recall, on April 16th, I am told that "internal approvals" are expected.
– On May 10, I rebroadcast and received a verbal confirmation from a Tesla service representative that the replacement of the car was approved and that "only the official signature" was missing.
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Recall Reminder
– I had agreed with the seller to switch to an X model and, by buying such a stock, I would get a full refund and only pay the balance.
– So now, has he finally enlightened?
– It could look like that. May 17, I received confirmation of the application that the new car was booked and registered with me in the Tesla system. I have completed the details of the order on insurance, driver's license, registration and finances. And then it was calm again. On May 23, I rushed to get into the file and replied that the seller who was in charge of the new car "is on vacation this week", but that I hear them in a short time the following week.
"Do not be a valve for my frustration"
– This should indicate comments 27-28. May. Since I had not heard anything on June 4th, I re-dreamed – and it was said that not everything was ready yet. When I pointed out that eight months had passed without anything happening, it was said that if it was a judicial process, it was would take a lot more time.
"I admit that I probably raised my voice when I asked the salesman where he really meant to say that, then he slammed the tube and followed a texting saying "He did not venture out for my frustration," Endre said.
New Tesla is obsolete
– The newbie really ran when Endre's lawyer sent a letter to Tesla with an absolute response deadline the next day.
– This has not been answered either, and we are now far from replacement. I now ask that the purchase be increased and that the purchase price be fully refunded. As the situation has evolved, a new Tesla is obsolete. With customer service at this level, I just do not dare to take the risk of this brand, says Endre Karlsen.
"My desire to publish this case is simply to help other buyers, or considering buying – Tesla, to know the risks they run," he adds.
The system that fails
– What is most critical of you in this process?
– First, the lack of communication, then the feeling that they are almost trying to normalize the case. I have a clear experience that it is the customers who are suffering for the aftermarket problems that Tesla has, he says.
– I have always had a good dialogue with the one who was my first contact regarding the complaint and with whom I had the opportunity to really try to get it. It was also he who finally asked that I be able to set a final deadline for comments and the case solution. Here, they are not individuals, but the system that has behaved badly in Endre Karlsen.
Very unfortunate
Broom has submitted the case to Tesla, who has the following comment:
– It is extremely regrettable that it took time to repair the customer's car. We work with the case and will contact the customer with suggestions for solutions as soon as possible. The text message mentioned is not included in our guidelines and we will follow up internally, said Senior Director of Communications, Even Sandvold Roland.
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