Curious as to what you have reached out to them about specifically? Wife is looking to get the Model 3 AWD version.
My MCU (the main computer that powers the car) is defective and crashes on entry about 85% of the time. I have to sit and wait about 5 minutes before I can actually drive for the system to restart. I've called them about this and after an hour long wait to get someone on the phone they walked me through the basic steps to simply force restart the computer...which I had told them I tried a hundred times already. But they insisted and said to call back if the issue occurred again. It did the next day.
I tried making a mobile service appointment. Their service team was in spotty contact with me for over a month via text, usually getting one or two texts out of them a day before having to wait until the next day for another text. They finally escalated my issue to a senior engineer and was then told I must take my car in, that mobile service could not diagnose the issue nor could they remotely any further. They "pushed" several backend updates to my car which did nothing.
The nearest service center is 1.5 hours away from me. Tesla discontinued their valet service so they would not come pick my car up. When I asked if there would be a loaner waiting for me when I arrived to the service center they said they could not confirm that and that if there wasn't, they would offer me Uber credits.
I come to Tesla from 3 Cadillacs and an Audi. I am used to a luxury vehicle and luxury service experience. My Audi dealer was an hour away and offered valet service for a simple oil change. Then I get to Tesla and I'm told I can't even confirm a loaner Tesla if I drive 1.5 hours away to get to a service center.
I understand the company is growing, but they are so focused in to building inventory that their service and support areas are abysmal. It took months to even get a registration from them and my temporary tags expired in that time. I couldn't even get renewed temporary tags without filing a complaint with the attorney general in my state since I had already had one because they took so long.
Their cars are great, but if you're looking for a higher end service/support experience to compliment your $50,000+ vehicle, Tesla is not for you.