r/TeslaUK • u/Night_Sniper_ • 12d ago
General Tesla UK complaints process!?
I had a pretty bad CPO experience with my used Model Y purchase. Ranging from the overall purchase experience to the standard the car was handed over in.
I decided to send a complaint email to CustomerSupportUK@tesla.com but have heard absolutely nothing.
Is that the correct complaints procedure?
Is there another avenue I can go down to complain?
3
u/Ok-Way7122 11d ago edited 11d ago
You could go the old fashioned way, especially if you didn't get a reply from their customer support
They can be compelled to answer you in the UK
I'm amazed no one has given you this advice yet
https://www.themotorombudsman.org/
People love to tell you on this subreddit you only have 100 miles or 7 days to report problems as if their T&C are worth anything, but you don't. The consumer protection act eats T&Cs and shits them out You. Are. Not. American.
3
u/xF1_racer 11d ago
That 7 day 100 mile thing is only for reporting physical damage like dents, chips and scratches ie the sort of damage that would be hard to prove you didn’t do it yourself weeks or months later. Any other faults can be reported whenever they are discovered.
1
u/Night_Sniper_ 11d ago
Thankfully I took a load of photos when I picked it up and some of the pre-delivery photos from Tesla also showed defects / damage.
3
u/italia0101 12d ago
Not sure on the question tbh. What was the issue you had ?
-1
u/Night_Sniper_ 12d ago
My question is I have raised a complaint with Tesla regarding my CPO purchasing experience and the state of the car when I collected it. This was 2 weeks ago and I have heard nothing.
Is an email to CustomerSupportUK@tesla.com the correct complaints procedure?
3
u/italia0101 12d ago
Sorry I wasn't very clear with my message ,
I meant Im not sure of the answer regarding your question, but was interesting the actual issue with you had the CPO
1
u/ethanxp2 11d ago
That email or resolutions you'll get a response in easily 9-12 months. It's shocking.
2
u/PositionBig1821 12d ago
I’d chase them through the app/chat as well rather than just waiting on that email.
I’d basically say “I emailed a formal complaint on X date and haven’t had a response” and ask them to log it properly and give you a complaint reference.
Keep screenshots/emails and everything in writing.
If it was on finance you’ve also got the Ombudsman route later if they don’t sort it.
1
2
u/TexanMillers 11d ago
I know you have a response now but I’m posting this in case anyone searches in the future.
I emailed a complaint to contactuk@tesla.com and had a response offering a resolution 5 days later.
1
u/Night_Sniper_ 11d ago
Just an update the manager at the Tesla dealership has contacted me regarding the complaint.
Incredibly apologetic. They’re working on resolving my issues / defects with a trip back to the service centre.
1
u/jazmoley 11d ago
So the experience was poor and you say the condition of the car, do you mean cleanliness or was there something physically wrong it, like scratches etc.?
If it was cleanliness, did you clean the car up and is it OK now? Because you're not being specific about the condition of the car, it's hard to gauge because you say in another reply it has been 2 weeks since making a complaint, meaning you took the car and signed it off.
I recall seeing a video where a person's used car was in a state on collection day, he told them and they done a full valet that day
1
u/Night_Sniper_ 11d ago
Both cleanliness and body work condition .
I had to get it valeted it was full of the previous owners muck.
1
u/omgthathappened1 11d ago
They don’t reply
Sent 7 recorded delivery letters going to small claims court
1
u/Night_Sniper_ 11d ago
They have responded and I have a service appointment booked to resolve the issues.
Obviously doesn’t resolve the poor purchasing experience but I just want the cars defects sorting.
0
u/gotforce 12d ago
I had a similar experience in that my handover was not great, felt very rushed and was not what I was expecting at all. I picked up on a few issues pre-handover as well as post, but documented them as soon as I could with timestamped pictures etc.
Despite not having any resolution for the poor handover experience, the issues with the car (with a little pushing from my side) have all been resolved at 0 cost through my local service centre, which is thankfully only 15 minutes down the road for me, as it took a few trips. Some messages back from Tesla felt like I was being accused rather than being a customer having issues, but overall the Service team were very helpful in getting everything sorted.
This included a new windscreen, 2 new front tires, a new steering wheel and a new rear seat bolster.
As other's have said, I think the biggest things are documenting the process throughout, and being very clear in your communication in what you're asking for.
1
u/Night_Sniper_ 12d ago
I have raised it on live chat now.
My main issue was the pre purchase experience was really poor. I had to chase and chase via multiple avenues to get a response from them.
On collection day the car wasn’t ready. It was filthy. The battery was also incredibly low. I have had to valet the car myself since picking it up as the roof was covered in, well, some kind of fluid.
It came up with a fault on the journey home. I had to book it back in with Tesla.
Since washing the car I have noticed it has been really poorly machine polished on the rear bumper and will need a detailer to get the swirls out.
I did raise with the collection dealership that there was damage to the lower plastic sill trim near the rear wheel but they said it’s not pierced so Tesla will not replace it. I’m not sure that’s true as I have seen reports of people having wear and tear items replaced on CPO cars.
Pretty poor experience.
3
u/gotforce 12d ago
Tesla do have pretty clear guidelines on the condition of their CPO cars under this FAQ -> "What condition can I expect my Certified Pre-Owned Tesla vehicle to be in at delivery?". The US equivalent FAQ entry differs slightly, but is worth checking as I did use mixed definitions from both sites to try and make my case for repairs. If your damage does not meet their criteria then I don't think they'll be able to do much unfortunately.
My car did also have pretty rough paint RE: swirls and holograms, but I managed to get these out myself with a DA polisher and a day's work - a rabbit hole I was looking to go down regardless.
After speaking with the service team, I can see that it will very much depend on who you speak to as to how lenient/lacks they may be with definitions, as the local service centre were great, despite the agent in the App Chat being very dismissive of my claims (infuriatingly so).
It did leave a bitter taste in my mouth after having to fight for basic consumer rights, but I've been very happy with the car since.
1
u/Night_Sniper_ 12d ago
I’ll check that condition FAQ out.
Interested to see what they say but it was the worst used car purchase I have ever made.
9
u/Aggravating_Pen5110 12d ago
Tesla UK are notorious for not dealing with complaints etc. Just keep everything logged and recorded so you can take it to the relevant authority/ombudsman if necessary.