ROOF BOX PROBLEM: Stig K. Johansen and his Tesla Y with the attached roof box. Photo: PRIVATE
“NAF-Benny” embarrassed on Tesla’s behalf:
Stig K. Johansen traveled 1,500 kilometers to the Tesla workshop to have faults and deficiencies on his new car rectified. But Tesla Skøyen refused to take it in, because there was a roof box on the car.
– I am a sane man. But the person who told me that got a crash course in northern Norwegian language use, says Stig K. Johansen.
He and his wife live in Andenes in Nordland, many hours’ drive away from the nearest Tesla workshops in Bodø and Tromsø. Therefore, the couple decided to book an appointment with Tesla on Skøyen in Oslo, as they were still going to Oslo for a family gathering.
They needed to have more warranty work carried out on their new Tesla Y, which they took over last December.
Was called
On delivery at Skøyen, Johansen himself saw that the driveway to the parking facility where the car was to be parked was too low for the car and his roof box.
– But the service staff were very helpful, and said they could drive the car directly into the workshop.
A few hours later, around half past two in the afternoon, Johansen suddenly received a phone call.
– Then they said that they could not carry out the repair because of the roof box and the height of the workshop hall.
On the tram
It is a standard Thule box which is easy to remove and he asked if the workshop could do it. The workshop said no.
– I offered to come and take it off myself. Then they said I had to take the roof box with me. I replied that I did not see it as possible to take the roof box on the tram. But I said I could sit outside the workshop and look after the box.
However, Tesla did not want the roof box lying on its premises while the car was being repaired. The car was not repaired this Friday.
Benny Christensen Photo: TOMM W. CHRISTIANSEN
– Embarrassed
– On the way down, I was contacted again that there was no longer time to repair, and that I had to book a new appointment. The workshop thought I had made a mistake, because I had installed what they called extra equipment on the car.
Motor has asked Tesla Norway what they think of Johansen’s experience. Tesla has not responded.
But the experienced car man Benny Christensen reacts.
– Is it possible. Only Tesla can do this. The mate of arrogance, says Christensen.
He has previously worked at several car workshops. He is now a technical consultant at NAF, after many years as a journalist in “Broom” on TV 2.
– I feel sad and sorry on behalf of the customer, and as a former customer recipient, I feel embarrassed on behalf of Tesla.
Rejected
Stig K. Johansen got a new appointment the following Monday. But the car wasn’t finished on Monday either. The car could only be collected on Tuesday afternoon.
On collection, it also turned out that only a water-damaged camera had been repaired. The other complaints were rejected.
Johansen is shocked by the service and Tesla’s behavior. He himself took a look at the ceiling height in the workshop hall, and does not understand how the roof box would prevent repair.
ANDENES-SKÖYEN: Almost 1,500 km, one way.
In retrospect, he also speculates whether there is another reason than a mounted roof box that was actually the problem.
– I noticed that until Tuesday it was written in my app that they were waiting for parts for the camera repair.
– Must be flexible
Motor has asked Tesla Norway several questions about Johansen’s experience:
What does Tesla Norway think about this? Could Tesla Skøyen have done something differently? Is it the case that cars cannot have a roof box on delivery to the workshop? Does it have to be removed? What else may need to be removed before a workshop visit?
Tesla has not responded.
Benny Christensen calls for understanding and flexibility from Tesla.
– Someone should perhaps be sent on a course in the importance of good customer service.
– Is it the case that cars cannot have a roof box on delivery to the workshop? Should this be removed?
– I have never come across this, or heard of it before. I understand that, in some cases, the lifting height of the car may be reduced when using some types of lifting jacks. But then you have to solve this in a flexible way.
Demand compensation
Stig K. Johansen and his wife had to take an extra two days off each from their jobs before they could travel the 1,500 kilometers back to Andenes.
He tried to ask for some free charging from Tesla as compensation, but was flatly rejected.
– When I repeated the demand, I was told that it was a final decision. After that, it was no longer possible to communicate with Tesla about this. It was not possible to press “reply” in the app.
The Tesla owner at Andenes refuses to give up.
– I want to claim compensation for lost earnings for two days for me and my wife, says Johansen. He is the principal of a center for adult education, while his wife is a nurse.
– Unusual
Tesla has also not answered Motor’s questions about compensation.
Benny Christensen in NAF believes that Tesla’s behavior is unusual.
– And thanks and praise for that. Unfortunately, we have a few member inquiries here at NAF about what I would call “delete customer handling”. There are a few that recur quite often. Tesla is one of them.
Ruben is an unhappy Tesla owner:
– Many people turn around after my car
2023-10-31 08:14:00
#Tesla #refused #repair #roof #box
