F1-Like Tesla Service Centers, but No Parts: Model 3 Owner Jumps Ship to Subaru

A former Subaru owner decided it was time to upgrade and chose the Tesla Model 3 as their next vehicle. They traded in the gas-powered Japanese car, took advantage of the EV tax credit, and ended up paying around $42,000 for a Long Range unit.

The move to an all-electric car made sense because they could charge it for free at work, essentially pocketing the money previously spent on fuel. That catalyzed the decision to switch because they said spending so much money on a car was never a plan. But given all the incentives, the family decided to splurge this one time.

But just two days after getting the Model 3 home, a collision with a telephone pole rendered the EV useless. Neither Autopilot nor FSD Beta were active at the time of the incident. When attempting a three-point turn, the customer's wife pressed the accelerator pedal instead of the brakes. However, accidents happen. The best outcome in this case is that nobody got injured.

They made an insurance claim, and their provider said it should be a five-day repair. However, when trying to talk with Tesla, the first estimate said six to eight weeks because of a supposed parts shortage.

Even though the owner's family also has a 2018 Honda CR-V in the driveway, they claimed they needed the EV faster than two months. It's not unusual for couples to need two cars. Commuting is often a necessary activity for many Americans.

Finding the right human

They insisted on talking to someone at Tesla who dealt with fixing cars, but the only answer they got was regarding a recommended shop that could take care of the car. The problem they were facing at this point was regarding the rental provided by the insurance company. That car was available to them for four weeks.

This person decided to take matters into their own hands and even set up a website to share their experience with others. They wanted to let people know that fixing a Tesla EV might become an unwanted headache.

Next, the owner confirmed that they used the Tesla app to set up a service appointment in the Charlotte, North Carolina, area but was disheartened to learn that could only be possible in mid-September.

They tried discussing with the sales advisor that helped them with the acquisition, but that person told them they could only help them with buying a new Model 3. "It isn't in my control to speed up a collision center [appointment] and parts delivery," said the salesperson.

Taking their grievances to the auto company's CEO's social media platform, they learned from other Tesla owners that fixing a wrecked car could take over two months.

But after a couple of days, the updated repair estimate became available – $19,000 instead of the initial $7,500.

Fortunately, the claims adjuster decided to total the Model 3. But not because the owner's wife crashed into a telephone pole. It was the cooling system.

The end of a very short-lived friendship

Even though the EV was put into Service Mode, the A/C kept running even after being out of coolant. That may have happened because of the cabin overheat protection system that cycles the cooling system.

Even though the payout amount was not disclosed, they might have received the entire $42,000 originally spent. The owner used the money to get a new EV for their wife. They leased a Subaru Solterra, which allowed them to obtain the EV tax credit. The Toyota bZ4X's twin has a starting price of $44,995, which would be in this person's price range.

The fresh Subaru owner said that they had a pleasant experience at the dealership, and despite being "one of the 20 Solterra owners in the area," they have a reachable customer service team. The unlucky former Tesla owner even praised the salesperson for helping and teaching them what the car can do and how to play with the settings. The delivery process took over an hour, but they "left feeling better informed and having multiple human and online contacts" for their purchase.

Around one year ago, Elon Musk reiterated that he wanted "F1-Like Tesla Service" centers. While the repair estimate in this case was five days, maybe the CEO should focus on helping shops get the necessary parts before they can rush fixing cars like motorsport technicians.

Ultimately, Tesla lost a customer, and this family reexperienced their preference for Japanese-made vehicles.

so far the only human response I've received from @tesla is "buy another". This can't be a way to run things, is it?

— Two Day Tesla (@TwoDayTesla) August 12, 2023

and the @subaru_usa rep (thank you CARMEN) took all the time to make sure we knew how the car operated. The overall process took longer (by about an hour) but we left feeling better informed and having multiple human (and online) contacts for our new purchase.

— Two Day Tesla (@TwoDayTesla) August 19, 2023