My Tesla Model Y Glass Roof Crack Is Getting Worse Without Service Support
I would like to share the service and communication problems I have been experiencing regarding my Tesla Model Y. I live in Eskişehir, and when I create a service request through the Tesla Türkiye application, Tuzla appears as the nearest service location.
Previously, after submitting a request, Tesla representatives would contact me and arrange the process for Eskişehir. However, my latest service request has remained in “under review” status for more than 15 days, and I have not received any response or update whatsoever.
During this time, a crack that formed in my panoramic roof glass has become an urgent issue. The crack continues to spread every day, and I want this part to be replaced through my insurance coverage. The insurance agency handling my policy informed me that a claim file cannot be opened until Tesla service officially starts the process. However, since I cannot get any response from Tesla service, I am also unable to proceed with the insurance claim.
My vehicle’s license plate is 26 AHY 298.
When I try contacting customer support by phone, I only encounter automated systems and cannot reach a real representative who can provide a concrete solution. Although I am satisfied with the vehicle itself, the after-sales support and communication process has seriously exhausted and frustrated me.
Having to wait this long for an issue such as a cracked glass roof — which could potentially involve safety concerns — is absolutely unacceptable.
My request is for the insurance process regarding the cracked roof glass to be started urgently, for a proper service appointment to be arranged, and for the service process to be organized in a clear, accessible, and fast manner for a customer living in Eskişehir.
In addition, I expect Tesla to improve its customer service and service communication channels so that similar situations do not happen again in the future.
Progress
There is a crack in the glass roof of my Tesla Model Y, even though there has been no impact or external factor. I noticed this crack about 15–20 days ago, and I don’t know exactly when it formed. While the vehicle is still within its four‑year warranty, this spontaneously appearing crack seriously worries me from a safety standpoint.
When I took it to the Bursa İnallar service center, my car was examined in detail and the staff there explicitly stated that this issue should be replaced under warranty. Nevertheless, the service told me that I need to contact Tesla for the repair to be carried out.
I have tried repeatedly to get in touch via the app and the customer‑service phone line. The app keeps redirecting me back to the service center, and the service center merely says they must open a case themselves. Despite numerous “call me back” requests, I have received no response. When I call, I am met with a long, dead‑end AI process and cannot reach a real representative to explain the problem.
I demand that this spontaneously formed crack in the glass roof of my undamaged, warranty‑covered vehicle be replaced free of charge under the warranty, and that I be contacted promptly by phone.
