Tesla Model 3 Battery Fault - BMS_a035

Summary

Keith from Tesla Electron shares his frustrating experience with Tesla service after his car encountered a charging issue during a trip. Despite reaching out to tech support, he faced communication challenges, long wait times, and a lack of follow-up. While he was reassured about the safety of driving the car back to the service center, the experience was marred by poor service center reception and insufficient communication. Keith expresses concern about Tesla’s customer service processes and invites others to share their experiences. He also discusses potential changes to his channel’s name and future live streams.

Takeaways

• 😀 Keith's Tesla is currently in service due to a charging issue with error messages on the screen, including 'bms_underscore_a035'.
• 😀 The error prevented the car from charging and caused multiple warning messages about the vehicle's potential inability to restart.
• 😀 Despite contacting Tesla support, there were multiple dropped calls and delays, which made the situation more frustrating.
• 😀 Keith chose to drive the car back to Sydney despite the issues, after being assured by Tesla that it wouldn’t damage the battery.
• 😀 Upon arrival at the Chatswood service center, there was no immediate assistance, and Keith had to find help on his own.
• 😀 The service center eventually provided a loaner car, but the lack of communication and service was a disappointment.
• 😀 Keith has been waiting for updates from Tesla for over a week and feels that communication could be significantly improved.
• 😀 The Tesla app only shows that the car is 'in service' without providing further details, which Keith finds unsatisfactory.
• 😀 Keith prefers dealing with a single support agent rather than multiple people throughout the process, for a smoother experience.
• 😀 Despite the frustrations, Keith remains hopeful that Tesla will resolve the issue, as the car is under warranty for both the vehicle and battery.
• 😀 Keith invites feedback from other Tesla owners to hear if they’ve had similar service experiences and is considering renaming his channel to something more personal.

Q & A

What was the main issue Keith encountered with his Tesla vehicle?

Keith's main issue was that the Tesla's charge port wouldn't open, and the vehicle displayed error messages such as 'BMS_A035'. The car also started to display warnings that it may not restart and prompted a restart automatically.

How did Tesla support respond when Keith initially contacted them?

Keith contacted Tesla's support team, but the call was dropped multiple times, partly due to his phone being on silent. After reconnecting, Tesla advised him to either tow the car or take it to a service center.

Did Keith take the advice to tow the car to a service center?

No, Keith decided not to tow the car and chose to drive it back to Sydney despite the warning messages, as he had enough battery charge (60%) to make the trip.

What was Keith's experience like upon arriving at the service center?

When Keith arrived at the service center in Chatswood, no one was there to greet him, even though they had informed Tesla about their arrival time. Keith had to find someone to help him, which he found unprofessional.

What did Keith think of the service staff at the Chatswood center?

Keith felt the first staff member he met was 'sketchy,' but the second staff member, a young lady, was very helpful and made up for the earlier frustration.

What was Keith's opinion on Tesla's communication during the service process?

Keith was disappointed by the lack of communication. He noted that, despite the car being in service for over a week, the app only showed that the vehicle was in service, and there were no updates or calls from Tesla.

How did Keith feel about Tesla's customer support system?

Keith found Tesla's customer support system lacking, especially because he had to speak with multiple people over the phone. He expressed a preference for dealing with a single point of contact throughout the process for a more streamlined experience.

What is Keith's stance on the car's warranty coverage?

Keith believes that the issue should be covered under warranty. He has a seven-year warranty on the battery and a four-year warranty on the vehicle, so he expects no additional cost unless there is an issue with the warranty.

What logistical challenges did Keith mention that could be affecting the service process?

Keith acknowledged that there are logistical challenges, particularly in Australia, which could be contributing to delays in service and parts availability.

What potential change is Keith considering for his YouTube channel's name?

Keith is considering changing the name of his YouTube channel from 'Tesla Electron' to something more personal, like 'Loving My Tesla,' to make it feel more engaging and relatable for viewers.