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Another Data Point - Drive System Fault

RONR said:
Perhaps, you'll have a better service experience. The Service Center here in the Bay Area is on overload and is severely undersized. I was told that they are running both day and evening shifts to try and handle the load. And, most importantly, I'm glad both of our families survived the failure without injury. It could have been much worse! Wishing you the best with your repairs.
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Are you at the sj or the millbrae location?
 
j4gates said:
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Welp, after reading several threads the past couple of years for DSFs, I've been dreading this day. On the way to church this morning we made a left turn. Midway through the turn there was slight thud from the drive train, a new whining noise I had never heard, and the dash screen lit up with warnings.

Thankfully, there was a nursing home at the intersection where we turned and we were able to safely pull into the parking lot. Contacted customer care who thankfully answered immediately. They asked for the particulars and initiated the process to have the vehicle towed to the Tyson's Service Center.

The not so great part, so far: there has been no progress in arranging a tow truck in the 3 hours since the call. Thankfully, we were only a few miles from our house. We were able to find someone to provide a ride home to pick up another car - we live in a rural area with no Ubers/taxis within 30 miles. If we had been on a road trip - how we typically use our Air - we would be 3 hours into an undetermined wait on the side of the road.

I fully realize these situations can take time to work out the logistics, so I won't cry into the wind. I'm hopeful this will be taken care of successfully with little drama. Will provide updates on how this goes and pray that none of you see the DSF dashboard in your ownership of these wonderful driving machines.
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I faced the same issue 2 days ago, and the technician is still checking on the car. I feel so bad that this happened, but I am glad you got home safely. Please update the post on how the repair is going.
 
j4gates said:
View attachment 40531

Welp, after reading several threads the past couple of years for DSFs, I've been dreading this day. On the way to church this morning we made a left turn. Midway through the turn there was slight thud from the drive train, a new whining noise I had never heard, and the dash screen lit up with warnings.

Snip.
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That’s a good description of a now freewheeling electric motor
 
Update time. I was hoping to be able to provide a final post to tie the knot on this, but not quite there. On the good news front, the repair was completed early...last weekend, in fact. On the less positive side, still waiting for the vehicle to be delivered.

Overall communication was very good from the service center. I received a text every day after the tow, even if it was simply to let me know the car was still in the queue. The vehicle made its way into the service center on August 26th and I received updates on what had been done each day until the repairs were completed on August 29th. Based on anecdotes from this site and my own recent personal experiences having difficulty reaching service at Tyson's to request an appointment, I was pleasantly surprised at how quickly they were able to have the issues rectified. I'm reserving judgment on the fix until the car is received, but quite happy with the communication and timeline for the repairs.

That leaves me at today; 9 days after the service was completed, the car is still at Tyson's. Transport was reserved on the 29th (I received a text from RunBuggy confirming the request), so the service center did their part, but the carrier hasn't been able to take care of the request. After checking the status a few times last week and chatting with the service center, I ended up calling RunBuggy for follow up. The person I spoke with explained a carrier had been lined up, but cancelled the trip last Monday because the service center was located at a mall. Interesting, because I've seen a 52 foot carrier trailer dropping off a vehicle at the service center. So, the carrier cancelled, but what was Runabuggy doing about it? Apparently not much. When I called on Wednesday there was no indication anything had been done since the trip cancellation. They told me they would expedite coordination with another carrier. That was 5 days ago. It appears I'll be following up with them again this week.

Looking forward to having the car back at some point and will update my impression of the repair once it's home.
 
Update for me as well. The car was totally immobile, and according to my service advisor, that meant they had to deal with it out of sequence just because it was otherwise in the way. So they replaced the entire rear drive unit (RDU), which had failed, and I got the car back yesterday, 4 weeks early! A couple of notes:
1. I really love this car. Driving the Porsche Macan (a nice, responsive ICE car) was just nowhere near as pleasant - the slight lag when you press the gas, the slight hesitation while it decides which gear to pick, the noise of the engine. Getting back to the smooth, effortless, quiet swell of power from the Air is wonderful. Like night and day.
2. The new RDU is noticeably quieter than the old one. Maybe the noise from the old one was a sign of impending failure? It wasn't loud, or anything that I was worried about, but the new one is almost not audible at all.
3. Like j4gates, communication from the service center was good - daily text updates, quick text responses to my questions. Car was washed and ready to go when they said, no complaints there. But I'm very glad I didn't need to wait another 4 weeks.
 
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