Tesla Warranty Documents / Guide on escalating issues / UK Consumer Law / How to report faults to DVSA / How to take issues to Small Claims Court or Money Claim Online

Last modified: 11/08/2020
You are here:
  • Guides:
  • About the car
  • Tesla Warranty Documents / Guide on escalating issues / UK Consumer Law / How to report faults to DVSA / How to take issues to Small Claims Court or Money Claim Online
Estimated reading time: 5 min
Your level of membership will determine which sections of this page are visible to you, if you’re an Associate or Supporter you will need to log in to view more / all of the content from this page.

Warranty Documents

Tesla over the years have changed the warranty documents and wording, because of this we’ve done our best to collate these for those owners that have had their documents changed within their accounts. A good method to compare how the warranty documents have changed is to use Adobe Acrobat Compare Files feature. We’ve also noticed some owners not aware of their consumer rights when they buy a new or used car so we’ve also added some information on that as well.

Note: To ensure no hotlinking & to cover the cost of hosting these, you will need to be logged in to view these documents.

New Vehicle Limited Warranty – 2020 onwards…

Effective 29th January 2020 to …..

New Vehicle Limited Warranty – 2019 to 2020

Effective Feb 1st 2019 to 28th January 2020

New Vehicle Limited Warranty – 2018 to 2019

Effective July 2018 to January 31st 2019

New Vehicle Limited Warranty – 2017 to 2018

Effective April 24th, 2017 to July 2018

New Vehicle Limited Warranty – 2015 to 2016

Effective from 2015 to 2016 onwards to most likely April 24th, 2017

This is for Model X but it should be the same for Model S

New Vehicle Limited Warranty – Unknown

Effective from Unknown to most likely April 24th, 2017

Used Vehicle Warranty 2015

Motor Vehicle Purchase Agreement

Motor Vehicle Order Agreement – August 2019 – v. 20190329 en_GB

Motor Vehicle Order Agreement – March 2019 – v. 20181030 en_GB

Motor Vehicle Order Agreement – September 2017 – v. 20170619

Motor Vehicle Order Agreement – January 2017 – v. 20131004 en_GB

Motor Vehicle Order Agreement – September 2016 – v. 20131004 en_GB

Roadside / Extended Warranty Documents / Loan Car / Other

Tesla Roadside Assistance (undated but downloaded Jan 2020)

Tesla AXA Mechanical Breakdown Insurance / Extended Warranty

Allianz Warranty Breakdown Insurance / Extended Warranty

Loan car agreement 2018

How do I find out the service managers name for my local centre?


This information is hidden for non logged in members. If you have a membership, please log in or sign up.

Escalating an issue with Tesla UK Management

  1. From Tesla UK Management: “If you have a concern with either your vehicle or the service we have delivered, please raise this straight away with one of our Advisors or the Service/Store Manager at one of our Tesla locations, as they are best placed to address your concerns and put matters right.”
  2. You can also call Tesla on UK: 01628 450 660
  3. To escalate an issue you can email Tesla on:
    This information is hidden for non logged in members. If you have a membership, please log in or sign up.

“We will make sure we connect you to the right member of the team who can help resolve your concern.”

  • If you’ve raised an issue with the service centre manager directly and you deem the response as unfair and going against your consumer rights (http://www.legislation.gov.uk/ukpga/2015/15/contents/enacted) then you should escalate this using the email address above making it clear the reason for the escalation and the fact you’ve already tried to raise this with SC managers and have been left dissatisfied. If you’ve not attempted to escalate this locally with your SC manager most likely they will ask you to do this first.

 

Failing that you would escalate via recorded letter to:


This information is hidden for non logged in members. If you have a membership, please log in or sign up.

Ensuring that you provide all the details as listed above, alongside your reasoning for a warranty claim that falls outside of the Tesla standard warranty.

Escalating an issue that you believe should be covered under UK consumer law

Whilst the Tesla warranty documents linked above provides you with fairly clear guidance on what is and isn’t covered it’s important to remember that all cars sold in the UK are ALSO covered under UK consumer law, in particular:

The Consumer Rights Act 2015 [Citizens Advice]- for all Tesla cars / products purchased from 26th March 2015 onwards
OR
The Sales of Goods Act 1979 – for all Tesla cars / products purchased prior to 26th March 2015
& possibly
The Consumer Rights Act 1974 (amended in 2006) – if you purchased on hire purchase or using a credit card

These rights/acts make it clear that:

  1. You have the right to ask for a full refund in the first 30 days after buying any product that proves to be faulty, including new and used cars.
  2. You have the right that any vehicle must be of satisfactory quality, fit for purpose and as described. To be of satisfactory quality, a car must not be faulty or broken when purchased, and it must be of a standard that a reasonable person would expect, taking into account its age and mileage if it’s secondhand. An older car with more miles on its clock isn’t expected to be as good as a newer one with a lower mileage, although both should be roadworthy, reliable and of a quality consistent with their age and the price paid.The car should be fit for the purpose for which it’s been supplied; you must be able to use the vehicle for the purposes that you would normally expect from a vehicle this includes any specific purpose you tell Tesla you want to use it for prior to buying it or which Tesla has advertised or gleaned from your conversation. So if you’ve told Tesla you want to tow a caravan, the car should be capable of doing this. It should also match any description you were given of it, or any model shown to you when you bought it.

If a vehicle turns out not to be of satisfactory quality, the solution will depend on the time that has passed and the nature of the fault – at this point it’s best to seek legal advice

To learn more visit https://www.theaa.com/car-buying/legal-rights

In the event of an unresolved dispute, businesses are legally required to provide you with details of an Alternative Dispute Resolution (ADR) service that you can contact. For advice about finding an ADR service, visit https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN

Do we have a list of recalls on Tesla products/parts?

https://www.tesla.com/support/annual-and-recall-service?redirect=no

Reporting to DVSA / Small Claims Court / Money Claim Online Tool

If you’ve exhausted the above but still believe your problem should be better addressed you should consider:

Note: Each individual case could be different so it’s worth spending some time reading up on the law, understanding your problem and seeking proper legal advice first before proceeding. 

  1. Reporting the issue to the DVSA if the fault is dangerous
  2. If you believe you have a case against Tesla, take them to the Small Claims Court https://www.gov.uk/make-court-claim-for-money
  3. or use Money Claim Online (Government Tool) https://www.moneyclaim.gov.uk

Do you require legal advice/support?

In the hopefully unlikely situation where the above hasn’t worked, we’ve partnered with a London Law Firm so any UK Tesla owners with problems that cannot be solved by the above can seek proper legal advice from an organisation who can legally advise and if you’re a paid supporter they will also provide a 10-minute free consultation. Details can be found here.

Was this article helpful?
Dislike 0 2 of 2 found this article helpful.
Views: 2654
X
X

Send this to a friend