BMW: I have a problem. I pick up the phone. Brent, my service guy answers on the second ring and asks about my family. A guy drives a loaner over and takes my car.

Tesla: Can't call, even to ask a simple question. All service needs to be scheduled through the app. Service calls are usually at least a week out, sometimes two or three.

BMW: Brent calls and says they have to order a part. It will arrive overnight and be installed the next day.

Tesla: No calls. Service adviser texts that he needs to order a part. When will it arrive? No idea. I'm going on vacation for a week. Service adviser says no problem, it will definitely be ready by then. I return a week later and text my adviser to see if the car is ready. Nope. I live 90 minutes away. Is there anybody who can deliver the car when fixed? No, we're far too busy for that.

BMW: Fixed car is delivered, washed inside and out.

Tesla: I drive 90 minutes, then wait the usual 30 minutes to talk to someone. Car is brought around. It is absolutely filthy. It is covered in leaves, sap, pollen and other tree debris. The debris is in the Frunk and the Trunk, and in the interior. What did they do, work on the car under a tree with every window and door open?? I drive home, then as I am washing it, I notice that the front end has extensive scraping damage to the paint, as if another vehicle or something had ground against it. I try to text my service adviser. Case is closed and the text thread won't accept further messages. I look for some phone number, any phone number, to call about this. Nothing on the website. I email and I create a new service request. Four days so far......one return email saying they will forward the message, but otherwise, crickets.



After my recent service center experience in Orlando, I have become convinced that owning a Tesla may become more and more problematic in the future. The car itself is wonderful, but the experience of owning a car and having it serviced is very important, and Tesla is failing miserably. The Orlando center is absolutely overwhelmed, and it shows. Most of the employees don't seem to care much and are trying just to get through the day. Getting the attention of a service person takes anywhere from 20 to 40 minutes. Comparing my Tesla experience to my previous BMW and Mercedes ownership:I absolutely love my Model 3. But, I can't drive around dreading if something goes wrong and I have to subject myself and my car to further service. Service after the sale is key to satisfied customers. Traditional car companies get this, especially the ones that are competing at Tesla's price point (BMW, Mercedes, Audi, etc). This is especially true now that it is becoming evident that Tesla's reliability may not be as stellar as hoped (I needed service because my whole drive unit failed after 12,000 miles). Tesla's service center in Orlando is overwhelmed already. Tesla aims to sellmore vehicles this year! I sense an impending disaster in Tesla's reputation if it doesn't get in front of this ASAP. I have an appointment to look at a Mercedes tomorrow and trade my M3 in. It is with reluctance. I hope that Tesla will grow to become a real car company with real service one day. Today is not that day.