Tesla Motors Service

I recently took my P85 in for service. The TPMS sensor was on and one of the door handles wasn’t working properly.
Simon Shen was my assigned service rep. He was great. All of the repairs were done within a day — as estimated. He also hooked me up with a rental.
Tesla’s service center is solid. Five stars. (John, the manager, is a good dude as well.)

I expect Tesla service to be competent and courteous from top to bottom. Tesla tech support and the service advisors have met that standard. The issues have been with the phone receptionists who seem bored and disinterested even when I or an advisor stand right in front of them! On the phone they are especially unhelpful and blasé. Surely, Tesla can hire competent and courteous receptionists who can at least feign interest and friendly concern. As far as knowledge of the car and its potential issues, I would never share with a receptionist because they are truly limited. Thank goodness, John the advisor is calm and reassuring as well as competent and courteous.

Recently had to bring my Model S in for Bluetooth troubleshooting and John in Service took the time to help me resolve my issue very quickly and with a smile. He also spent a little time covering a few additional features @ the car that I wasn’t aware of. I highly recommend Tesla’s Sunnyvale Service Center, a very friendly and reliable staff indeed!

I own a Signature Series Model S with about 50K miles on it. The other day, after work, I was pulling out of a parking space with a very high curb and caught the front nose cone of the car on curb. Pulled the whole nose cone loose. Bummer. It was already 7:30pm and I didn’t know what to do. The car was not freeway drivable. I knew the Sunnyvale Tesla dealer was already closed, but decided to drop the car there anyhow because it was close, and maybe get an Über car home. When I pulled into the Tesla dealership, the office was closed, but the service guys were still working on cars. The service manager, Brian, and a service advisor, Simon, both came out of the office and asked me what happened. Without hesitating for a minute, they told me they would take care of my damaged car, and they gave me another Model S as a loaner. I was back on the road again in about 15 minutes. The next day they called me and arranged for a body shop to repair the damage. No major service revenue for Tesla on this call, but they gained a loyal customer for life. When it comes to service, Tesla hits it out of the park. Thanks Brian and Simon!

TLDR: 4 stars for the service, 5 stars for car.
My husband and I purchased a Tesla recently, and we LOVE our car. We had gone to Santana Row to check out the cars initially, but did our test drive at the Sunnyvale store and worked with Kim and Kim (yes, same name). We really appreciated how helpful they were and the test drive went so well, we knew immediately this was the car for us.
Communication was good throughout the waiting period for our car to be delivered — which I appreciated given that it took a month longer to get to us than we had originally been told. We were not however jazzed with the fact our names and address on the DMV registration had typos. I also felt the front desk reception at the factory could have been friendlier.
As much as we enjoy driving our car (there is a long list of reasons why), one of the best perks that came along with it was going on the factory tour (twice). Absolutely amazing and fascinating! We had a very ebullient tour guide who made it clear he loved working for this great American car company!

John Polstra is fantastic. He communicates, all the time with you and lets you know exactly what is going on with your Tesla. I really enjoy working with him. Alex, a Tesla Ranger, comes to Monterey to pick my car up and delivers it back to me. All for just $ 100. I’m going to miss having my car serviced in Sunnyvale. They’re opening up a Monterey Sales/​Service outlet, so there will be no reason to go to Sunnyvale anymore. But they are great!

This Review is not about the people working at Sunnyvale office but the Tesla company.
It has been a bit over a month since I took delivery of my car, I really am enjoying the car experience but I have to say that tesla rocks at making car but everything else is just below mediocre and the kind of money they charge, I as a customer deserve better than mediocre.
I had an issue with my car’s software and called their customer support and was told that somebody will get back shortly to let me know if the problem can be fixed remotely or I have to bring my car in to service station. I never received that call, I called tesla the following day asking about the same issue and then I was given an appointment for 9 am this morning.
I took my car in for the service at the Sunnyvale service center. The service specialist who was super nice received me and got the paper work done super fast and told me car will be ready by today evening (I am so looking forward to get my car back). He was very cordial in answering all my questions. I had another issue with my car and was given another appointment in March which is very late but it’s ok.
What really got me was the loaner car situation. I decided to go for Tesla because I really believed that this company will have superior customer experience and I ditched Mercedes for Tesla. My past experience with Mercedes was not stellar but they were really cool about the loaner car situation, Mercedes gave new Mercedes cars as loaner and it was really good, on the other hand Tesla does not give Tesla as a loaner, which is understandable given company is fairly new and have not produced many cars to give as a loaner car BUT they send you to enterprise And they say that you can choose the car you want.
I reached the enterprise and I never got any options, they already picked out a car for me, I got a Lincoln SUV which is not in a good shape and seems to be a very old model and drives horribly. To top it of Tesla said that I don’t need to fill in gas when I return the car, turns out car has less than ¼th tank of gas and I live in San Mateo, so I will need to refill the fuel If I will need to drive the car around.
I am not some princess who was expecting a Ferrari but I expected a comparable or at least a decent car. I am not impressed with Tesla at all. I can literally call myself an Elon Musk fanboy but his company let me down, the only saving grace is the car which I blindly love and always ignore the shortcomings. I hope it will get better in the future but right now I am a dissatisfied customer.

Their service sucks!!!
I went to fixed the Tesla key because they are not functioning, and they just exchange the key batteries instead of replacing a new key for me. I told them that I exchange the key batteries several times, and there still cause the problem. Now I had to schedule the appointment again for another month wait…

I brought my Tesla to the Sunnyvale service center for it’s annual maintenance. Tesla makes this process so painless, I was in and out in 5 minutes with a rental car. They offered to bring my car to me, when my car was done hours before they told me it would be completed. It doesn’t get any better then this.
Everyone at the Sunnyvale location was friendly and helpful, and you can tell that they love working for Tesla.