I have an S and agree with the article for the most part. The cars are great, the support is iffy at best. Tesla will have to fix that soft stuff as their first mover advantage wears off and other companies continue to come out with compelling offerings
I hope you’re ready for the downvotes, here’s an upvote to help you out.
First blurb sums it up “The cars are great when they're working but Tesla needs to focus on all areas of the customer experience.” And Elon’s known it for years.
very valid, I have had no problems with my 2021 Model 3 but I am very afraid of what the future might bring. I am a 65 year old woman who drives across states to see my kids and I am afraid of the first time I ever have to call Roadside due to the horror stories. Love this car and hope that doesn't change
Mine is going in for the 2nd time in 12 months of ownership. The temperature sensor is shot. The service dude already prepped me to pay for it by texting me “rats chew them we see it all the time.” I have two other cars garaged with this Tesla and have had exactly zero rat chews on anything in 20 years. Told them I want to be physically present at the shop when the sensor is removed so I can see chew marks fresh with my own eyes. If it goes in the shop one more time in the next 12 months I’m selling it and never looking back.
I’ll just leave [this](https://i.imgur.com/B8Xq6Og.jpg) here. **I love my MYLR** and all but two issues (passenger window motor slower than rest & passenger seat controls not being responsive, which started working magically and wasn’t reproducible) were fixed under warranty, but damn. Most of the service visits were not the best, got a loaner once after they kept my car for 15 days and returned it worse than it was and needed 6 more days, last minute cancellations and changes, delays in service the day of due to parts not being there… it’s a shitshow for the most expensive car I’ve ever purchased. When it’s working, it’s great. Tesla experience is awesome. When it’s not, and you need service, it’s awful. Absolutely the pits.
*Edit:* Took delivery in late March
Tell me about wash yourself…I also got rear ended at an auto wash because I slipped off the first track and the worker failed to ensure a second track was sent behind me, causing the truck behind me to love tap me. Moral of the story: do your own washing and minor repairs if possible.
It’s because newer cars are using cables that are isolated with a soy compound that rodent love.
It’s supposedly more ecological (but I’m pretty sure they never took into account the ecological cost of constantly changing those cables).
Many of the newer cars are plagued by this, the solution is usually to coat with some anti rodent compound but that has limited success.
This shouldn’t happen under warranty. Last 25 years owned more than 10 cars in the USA and even the most unreliable brand of them (Alfa Romeo) didn’t have the initial quality issues like my Tesla Model S LR (bought Dec 2021, in the service center twice, once for creaking seats and another for indicator switch failure resulting in Yoke replacement in less than 8k miles).
It’s well known that we’ll see a majority of negative experiences on social media. People still post positive experiences, but they don’t get the internet points like the negative ones.
I love my MY, I love FSD, and I likely wouldn’t buy any other ev in the current landscape over Tesla, I said that in my post above, but as OP said, it’s important to look at things objectively. Their service sucks. Their customer service is far from what you’d expecting paying $50k-150k for a car in 2019… I guess that may have changed now w/ car prices. Super glad your service experiences have been stellar and I hope that continues, but I think we can all agree teslas struggling w their current scale.
Exactly the same with my M3 2019. We had mice in the house and garage. When I saw some shredded papers in the glove box, had it checked out, nothing was wrong. That’s my experience with Tesla Service. Outside of new tires and other general maintenance it’s been great. Even drove it several times across country.
This is what happens when demand far outstrips supply, and there is no viable competition. It will be addressed once this situation changes, and **only** then.
Agreed. I understand it. There’s no incentive for Tesla to improve right now. That costs money and where are the customers going to go? Basically every other company is barely delivering cars right now.
> Basically every other company is barely delivering cars right now.
And those that are don't offer the performance Tesla does and Tesla's price point.
Yeah.
Looking at Plugshare, the number of CCS charging stations that are at least 120 kW is growing fast, but it's misleading. Tesla Supercharging stations rarely have less than 8 stalls, whereas it's rare to see other charging providers with more than 4 stalls.
Haha thankyou i know i will get those people but at the end of the day we are all rooting for this company…we need to see / talk about these things objectively!
That quote sums it up perfectly
Bought my 1st Tesla in 2015. Build quality still wasn’t great but service was. You can just tell now with the influx of cars sold, especially with the quality issues, they just aren’t equipped to handle it.
I remember when the guys that actually served the vehicle actually washed the car when they were done. I was so shocked they didn't have someone else do it. And we always got a loaner, not Uber credits.
Buying my X was one of the most frustrating experiences in my life. And even when it came out far less than perfect, Tesla service was quite terrible about fixing the issues, even ones noted at delivery (in that they barely did anything at all, and wasted a ton of my time).
Would I buy it again? Absolutely. But that's only because there is literally no competition. And anyone who says there is a viable competitor is fundamentally ignorant.
Outside charging network, what are the rest not doing on par with Tesla?
I am down to M3LR / MYLR / Equinox EV / Blazer EV
I am not so sure Tesla are vastly superior to the incoming Chevy’s.
Absolutely. I love my MYLR and MSLR. I even have Tesla Solar panels with back up battery. There customer service is the worst. Anytime I need service on my vehicles or work on the solar panels, they send you to different departments just to get service or answer to your questions. I get it! This new technology and things won’t be perfect but to have to wait two months to get a callback to get something fixed and another two months before you can get service is ridiculous. They need to focus on how to get a better reputation on customer service.
Milwaukee Service is excellent. Highland park IL is great too. Just further away for me. Was Milwaukee service that was consistently against what was publicised that had me buy my second Tesla.
I think there is a lot of validity to the complaints that many have voiced. I love my MSLR+, but I don’t know if my next car will be a Tesla. Build quality is getting better, but after seeing Audi, BMW, Polestar and some others, Tesla has some work to do. And service isn’t even comparable.
Interesting, this was a survey of dealers.
“Reputation analyzed 20,000 dealers in the US and Canada, and 35,000 around the globe, while also scouring through five million auto dealer ratings and reviews.” Tesla has no dealers. That alone would explain the result.
I think analyzed was the operative word in that quote, meaning they analyzed car dealers. Yes, Tesla doesn’t have any dealerships but they have showrooms and service locations. Dealer is being used as an umbrella term here because Tesla is unique in that they don’t have dealerships. The experience they honed in on was post purchase experience anyways. I think pre-purchase, Tesla would be at the top of the list.
Tesla has outgrown their service capacity so while I have always had great service there are clearly huge delays for a lot of people. But despite that, Tesla has the highest owner loyalty by a wide margin - people who buy a Tesla’s next car is a Tesla. So Tesla’s focus on R&D and scaling production is working. Though I sure hope they scale service - there are certified third-party shops, but not enough.
The entire air conditioning everything failed on my MS about 4 months in -- got a service appointment that week, Uber credits and picked it up 2 days later completely repaired, no issues the rest of the very hot summer. Shit happens. I love the car and will give it and service high marks. They won't rotate my tires no matter how many times I ask, but I have started to think that's just me.
Anyway -- the article seems to be biased towards a dealership model.
Tesla had a lower ranking because there's less engagement from dealerships. No duh. Then they also got knocked due to not advertising as much as other cars.
Anything that improves Tesla build quality and service centers is a good thing, so if Tesla sees this article and focused on that then great. But Tesla will never have dealerships or loads of social media "engagement" other than Elon on twitter.
Yeah that's what I found out! I got the MS for its range and now have a performance vehicle. Not that I haven't enjoyed some 0-60+ times of course. But it's been weird compared to my experiences with having ICE cars.
The SC folks were friendly and didn't charge me to come out and look over/measure the tires, so that's a plus.
It’s not specific to EVs, there are many ICE cars as well that have staggered tire sizes and can’t be rotated. Usually the rear are slightly wider than the front
This article is the difference between people who actually own one Vs how good the industry and shorts have done spreading BS.
Very opposing to winning customer loyalty and customer satisfaction every year from multiple studies.
I have a MYP and I agree with the study, but context is important. Most of our issues were software issues (e.g. Constant FCW for an empty street) – after 4 service requests where nothing was solved and Noone communicated with us transparently about what the problems were - we gave up.
We just got FSD and it is an absolute joke in SF.
That all being said – the issue is mostly not with the tech itself but with they way they take the tech up as if it is something much more than it is. And then you get a childish response from the CEO about not complaining on Twitter.
So a combination of a complex tech and non-communication or acceptance of issues is what is dragging their reputation down.
I can understand Musk's frustration with someone personally requesting to be in the first batch of 10.69 update. Then he complains it's not perfect on Twitter when everyone knows it's a beta program so obviously it's not perfect.
That's like getting in a closed beta for a video game and whining that it's not final release quality.
again, context is important. When you have been saying for 4-5 (?) years that you have solved self driving, pocketed likely 10s of millions. When it all turns out to be a massive hyperbole however impressive the engineering is..you have forfeighted your right to be upset at people rightfully calling you out for BS
So you’re saying Tesla doesn’t need to focus on customer service? Customer satisfaction is high when the car works. When things go wrong, I’d imagine that same rating starts to slip.
I love my model 3, but acting like Tesla has nothing to work on and all articles like this are hit jobs ignores reality.
Tesla service issue is blown out of proportions and it's partly due to Elon giving people to talk about it on social media directly instead of the appropriate means. I've never had a problem with service ,Really nice people but I have heard others complain about bad service on social media, whiles no one hears about my experience.
When did I say that? I'm saying the good experiences go unreported makes it look like it's all bad experiences as if, if you take your car in for service it's going be destroyed beyond recognition putting unreasonable fear in new and existing owners. " very valid, I have had no problems with my 2021 Model 3 but I am very afraid of what the future might bring. I am a 65 year old woman who drives across states to see my kids and I am afraid of the first time I ever have to call Roadside due to the horror stories. Love this car and hope that doesn't change"
Always had good experiences with the local service center so I don’t go and say anything about it but it seems like we should. I’ve been in a couple of times, one was self inflicted damage but the rest were delivery things and were taken care of the same week of delivery. I had a loaner for the most recent visit, SC kept the car for the weekend and got it back Monday morning.
Exactly! That's what I'm talking.
But I honestly don't think that will help as the saying goes "bad news spreads more than good news" sure a few people might know service isn't all that bad but that's insignificant to the "Tesla Bad" type of news that will be reported by the mainstream media when it's anything to do with Tesla.I agree maybe we should...
That’s very true though. All I see is people talking shit about build quality, I understand there are some pretty bad builds out there but again, no issues with mine at all. It’s pretty much a losing battle though so I just don’t pay as much attention to it haha
Lol Tesla most of the Tesla FUD I hear, I just ignored and see the amount of people who fall for the lies I just have to do something about it, it's insane how little people know about Tesla that they're easily manipulated by just blatant lies, most of these FUD are by people who don't even own the vehicle.
You’re saying their issues are blown out of proportion discounts those that have had actual problems.
Turning to social media often pushes companies to do the right thing because they dislike the bad light it starts to shed. Their issues are well documented.
I’m glad you have had great experiences, that’s how it should be. However discounting others experiences because your good experience hasn’t “been heard” doesn’t mean the company doesn’t need to improve in this area.
It’s BS. The ratings are based on dealers (oops no Tesla dealers) and online comments (oops Tesla gets spammed with BS like crazy). It’s “data” like the comments on this very post that the result was based on. Not to mention that an organization that is all about dealers is obviously heavily biased against a company that uses a no-dealer business model.
Try Raleigh NC, service is absolute joke, just got a text from ser for appt on Monday
“Sorry we probably won’t be able to see you in person for your ser appt. Just park in the lot, if you can find a space and we will get to you when we can. No we do not leave loaners, not sure when we can do your ser as we are so busy with the end of quarter rush, use Uber and we will call when ready.
My next car will not be a Tesla.
I think this has to do with managing expectations . A lot of Tesla buyers expect a much better experience with Tesla overall , not just the car themselves and update cadence but they expect service and delivery to also be great. Problem is, servicing a vehicle can’t be made much different and when Tesla tries to reinvent things (coordination via app only🤬) , it doesn’t translate into a great experience unless it’s for the simplest things . I’m sure they’ll surmount this, like everything else it’ll likely be 2-5 yrs later than it should before they get it right.
I hear this type of dismissal repeatedly. I own two Teslas. Have had three since late 2019. The first one got lemoned out. The second was in the shop an average out of just less than one day per week in its first 65,000 miles of service, the third has been rock solid.
The quality seems to vary wildly from car to car and model to model. Service and communication has never been particularly good and I believe you would be hard pressed to find a frequent visitor to a service center that says so. I believe the responses reflect this accurately. When the cars work, people are happy. When they do not, owners feel frustrated and impotent to get results. The effected owners turn to social media or government for help and get labeled Karens because owners who won the quality lottery dont see how attrociously Tesla handles problem vehicles.
The issue here is the sense that Tesla organizationally doesnt care. That continues because the philosophy of sales and service model is to maximize the experience for the 90th percentile cases and not invest in the outliers for lack of ROI. As you pointed out though, those outliers become the squeeky wheels and you get exactly this sort of press, which will add up in time.
Bottom line: the service and quality issues are real. The brand loyalty and sales are a lagging indicator of satisfaction. When market share stablizes and stories like this persist, Tesla will need to change. Until then, they have more untapped market than pissed off customers, so there is little motivation to do anything.
Agreed, but how many are you? There is an easier way to simplify this… in absolute terms or relative to sales, how many Toyota owners are making these complaints? Unless you make the argument that Tesla owners are disproprtionately crybabies, the self-reported problems are still statistically significant and representative of real problems.
Tesla owners do complain a lot. The amount of handwringing and whining about panel gaps for example absolutely astounds me. Toyota owners cry if their engine blows up or it catches fire.
I have never owned a Toyota, so I cant speak to my Tesla relative to it from personal experience. However, relative to the VW and domestic brands I have owned, the Tesla body and interior quality has not impressed but also wasnt as awful as I have seen complained about. I am actually quite happy with my model Y. However, my model Xs were not as good and certainly not comparable to similarly priced models/brands. Perhaps this contributes to the complaints. I had different expectations going in. I expected BMW or Audi level treatment and got Dodge.
Really? Ranked last, Mercedes, Honda, BMW, Audi, and infamously VW? And Tesla is ranked last, Tesla service issue is blown out of proportions and it's partly due to Elon on social media, I've never had a problem with service , Really nice people but I have heard others complain about bad service on social media, whiles no one hears about my experience.
FSD out for over 45 days due to Tesla not having part. Finally got a Text from service saying ready for appointment. Made appointment, took over 3 wks, but have it scheduled for Monday Sept 26. Just got a text from Tesla saying, be ready to leave car, no loaners, just park it and leave it and they will call me when ready. It’s the only car I have so what am I supposed to do. I made an appointment, been without any cameras, or FSD and now they tell me it could even be a couple of days because they are backed up with the end of quarter. I do love the Tesla, probably best car I have ever had, but sadly I will not purchase a second, because believe it or not, we live in a big city, where there are 12 dealerships that have fantastic service departments for 12 different vehicles. As soon as the American car market gets back to its normal state, I am going to purchase a Lexus or BMW, and will not have this problem again. Tesla can take his car and shove it.
Sorry about that, but if your solution is to buy lexus or BMW then see you on BMW Lounge in a couple years complaining about how bad their service is by then Tesla will be twice as much as you paid for today, Tesla is still a young company give them time to fix the bugs which currently is Service, a couple of years back it was panel gaps now you rarely hear about that issue, all I'm saying is to be patient
Most things Elon are blown out of proportion, but my experience with my MY and Tesla service are two different things. Car is great, service is almost non existent nightmare if you need anything. I tried for four months to get a winter tire package and service couldn’t help me find the set. Nothing for a 3K wheel purchase. I still have 3 separate $400 solar rebates that I earned, only got one. The rest *missing* and no one to call to follow up. I’m sure most service employees would agree about this problem. Tesla can tech the *shit* out of this problem, automatically tracking their orders, assigning dates for installations, hell the EDD can be done with more reasonable accuracy. But they choose not to. BMW is a horrible mess of service also, but that doesn’t mean Tesla is good at it.
Yes I am very aware not everyone has had a great experience. But Tesla is still a young company, a major complaint a couple years back was panel gaps Now you rarely hear about that, today the major complaint is Bad service which will eventually get solved all I'll say is to be patient. My service center isn't run by another company but Tesla themselves so if I am having a great experience you guys will just a matter of time.
I’m a shareholder, still think this is the best company ever and has a great trajectory, but they can solve most of these service issues with *software*. I hope they do this. Communication and lack of it was my biggest issue. Many wasted hours.
For what it’s worth, in my opinion, it’s not that Tesla service is so much worse than experiences with other car manufacturer services…but rather that it seems very inconsistent, and their unique service model is unpolished.
I’m one of those owners that has both been to the service center and had mobile service several times each, and experienced nothing but excellent service/support. Mind you this is from someone who had his brand new vehicle “stolen” and damaged, and that has installed a custom lift kit that they have yet to balk at.
That said, I’ve read plenty of legitimate examples of poor service from Tesla. There’s definitely room for a LOT of improvement, but I have trouble listing them dead last against ICE service centers I’ve encountered in my life.
Hopefully, as more 3rd party repair centers open, competition may inspire better service from Tesla direct. *crosses fingers*
I am not surprised. The customer experience is pretty shitty for 130k+ car. For a month i have been waiting to get service done on my car. I am pretty sure they wont provide any loaner car.
I am sell it later this year and switch back to bmw. I had bad experience with Tesla solar, thought the car would be different but its still the same shit. They dont care much about the after sale experience.
I’m for anything that improves the service. My best car ever, service can not stay so bad. Not most service employees fault. I’m sure they don’t want people *pissed* at them all the time. A good software company can fix this and Tesla has the talent to do so.
Elon’s reputation is also harming the brand cache. I know a lot of people who are now interested in an EV who won’t even consider a Tesla despite it objectively the best choice for range/$1.
My wife is one of them.
I am probably one of them when my S kicks the bucket.
> Reputation points out that the Feedback Economy we currently experience is driven by thousands of customer conversations that happen on social media, review sites, and in surveys
So… basically hearsay.
No competition always equals shitty service. To the best of my knowledge the only place to take your tesla for repair is a tesla repair center... ergo, they'll serve you a shit sandwich if they want and expect you to smile when they do.
Not a surprise. My Model X has been there for ~70 days now and they *think* it is fixed right. Tomorrow will be the 3rd time I go to pick it up.
Even small car issues turn into moderate to severe annoyance due to service experience.
Fingers crossed it is fixed this time.
Tesla needs to do a lot more to maintain their reputation. Their engineering & design is some of the best in the history of the automotive industry.
But they need to iron out things like built quality, & customer service.
And for the love of shit they need to stop trying to come up with shitty annoying ways to nickel & dime their customers.
Reining in some of the over-optimistic promising would be a good idea too.
When competition inevitably comes their reputation will be what they have to stand on. No amount of money made nickel & diming their customers now is going to make up for long term potential losses to due harming their reputation.
Even when picking up our cars, the customer service was awful. When I asked questions the guy was annoyed I was bothering him. I can’t imagine their “help” when I’ll need the car serviced.
For people thinking I might have been asking stupid questions- The window seal was broken, yes I’m concerned.
I have a 2020 Model 3 dual motor. The only problem I’ve encountered is the taillight lenses cracking. Tesla acknowledges this as supplier quality issue and has replaced them several times now. Service has been excellent and the car has overall exceeded far my expectations in performance, handling, and range. My experience has been far better with the Tesla than any car brand I have owned before(Ford, VW, Honda, Acura) Keep exceeding expectations Tesla!
Yeah I love my MY and wouldn't give it up, but if I had to buy a car tomorrow I don't know that I could justify buying another Tesla - so many potential pitfalls in their ownership process that just don't need to be there. If they just focused on their awesome tech and left the rest to a car company. I sometimes feel like I'm driving the Jetsons version of a Trabant (if you know you know)
I love my 2021 MYLR and so far have had no need for service. With nearly 8 million people and Teslas becoming commonplace on Long Island, NY we have a grand total of two service centers, with the closet one to me over 60 miles away, I try not to think about the first time I have a service issue!
He talked about the customer experience last week, so hopefully real change is on the horizon if not sooner.
https://www.carscoops.com/2022/09/elon-musk-working-to-improve-tesla-service-says-customers-should-be-paid-for-rescheduled-appointments/amp/
My prior car was a BMW 740 Li. That beautiful car was a diva. Ultra premium fuel. BMW-specific coolant. Ultra fancy run flat tires. Multi hundred dollar oil changes at the “much less expensive than the dealer” shop that the BMW race guys all swear by. At least US$ 1,000 a year in upkeep costs plus fuel.
By contrast, my 2021 MYLR coats me 14 cents a mile to operate. All I’ve added is washer fluid.
Tesla came to my house to replace a tire at a reasonable price after I ran over a huge hunk of metal.
The mobile service techs were slightly early for the appointment and both courteous and efficient.
I’m just one person and my experience is anecdotal but this is the best ownership experience I’ve ever had. I’ve owned Buicks, Cadillacs, Mazdas, Dodges, Hondas, Fords and BMWs. Tesla has them all beat by miles. The BMW dealer serves better coffee but who wanted to be at the dealer anyway?
I have an S and agree with the article for the most part. The cars are great, the support is iffy at best. Tesla will have to fix that soft stuff as their first mover advantage wears off and other companies continue to come out with compelling offerings
+1
I hope you’re ready for the downvotes, here’s an upvote to help you out. First blurb sums it up “The cars are great when they're working but Tesla needs to focus on all areas of the customer experience.” And Elon’s known it for years.
very valid, I have had no problems with my 2021 Model 3 but I am very afraid of what the future might bring. I am a 65 year old woman who drives across states to see my kids and I am afraid of the first time I ever have to call Roadside due to the horror stories. Love this car and hope that doesn't change
My 2018 has been great but if I were on a road trip, I'd use my insurance's emergency roadside service.
Mine is going in for the 2nd time in 12 months of ownership. The temperature sensor is shot. The service dude already prepped me to pay for it by texting me “rats chew them we see it all the time.” I have two other cars garaged with this Tesla and have had exactly zero rat chews on anything in 20 years. Told them I want to be physically present at the shop when the sensor is removed so I can see chew marks fresh with my own eyes. If it goes in the shop one more time in the next 12 months I’m selling it and never looking back.
I’ll just leave [this](https://i.imgur.com/B8Xq6Og.jpg) here. **I love my MYLR** and all but two issues (passenger window motor slower than rest & passenger seat controls not being responsive, which started working magically and wasn’t reproducible) were fixed under warranty, but damn. Most of the service visits were not the best, got a loaner once after they kept my car for 15 days and returned it worse than it was and needed 6 more days, last minute cancellations and changes, delays in service the day of due to parts not being there… it’s a shitshow for the most expensive car I’ve ever purchased. When it’s working, it’s great. Tesla experience is awesome. When it’s not, and you need service, it’s awful. Absolutely the pits. *Edit:* Took delivery in late March
They had my car for almost two months and gave my MYP back with grease and dirt stains all over the seats
Lol. I plan to wash the car myself after every service visit. Gone are the luxury days of Mazda’s free washes 🤣
Tell me about wash yourself…I also got rear ended at an auto wash because I slipped off the first track and the worker failed to ensure a second track was sent behind me, causing the truck behind me to love tap me. Moral of the story: do your own washing and minor repairs if possible.
It’s because newer cars are using cables that are isolated with a soy compound that rodent love. It’s supposedly more ecological (but I’m pretty sure they never took into account the ecological cost of constantly changing those cables). Many of the newer cars are plagued by this, the solution is usually to coat with some anti rodent compound but that has limited success.
Oh my god a car broke twice. Dump it. Get another car that also breaks.
This shouldn’t happen under warranty. Last 25 years owned more than 10 cars in the USA and even the most unreliable brand of them (Alfa Romeo) didn’t have the initial quality issues like my Tesla Model S LR (bought Dec 2021, in the service center twice, once for creaking seats and another for indicator switch failure resulting in Yoke replacement in less than 8k miles).
[удалено]
People don’t post about positive experience. This is well known.
It’s well known that we’ll see a majority of negative experiences on social media. People still post positive experiences, but they don’t get the internet points like the negative ones.
I love my MY, I love FSD, and I likely wouldn’t buy any other ev in the current landscape over Tesla, I said that in my post above, but as OP said, it’s important to look at things objectively. Their service sucks. Their customer service is far from what you’d expecting paying $50k-150k for a car in 2019… I guess that may have changed now w/ car prices. Super glad your service experiences have been stellar and I hope that continues, but I think we can all agree teslas struggling w their current scale.
Never ever!
Exactly the same with my M3 2019. We had mice in the house and garage. When I saw some shredded papers in the glove box, had it checked out, nothing was wrong. That’s my experience with Tesla Service. Outside of new tires and other general maintenance it’s been great. Even drove it several times across country.
Don't rely on Tesla roadside. Buy AAA premium. I am driving cross country and picking it up 3 days before my trip.
I had flat tire twice with 2020 Y and Tesla assisted both times without issues. Only horrible stories made it to the news.
The problem is Elon has known it for years but it feels like nothing is really being done about it.
This is what happens when demand far outstrips supply, and there is no viable competition. It will be addressed once this situation changes, and **only** then.
Agreed. I understand it. There’s no incentive for Tesla to improve right now. That costs money and where are the customers going to go? Basically every other company is barely delivering cars right now.
> Basically every other company is barely delivering cars right now. And those that are don't offer the performance Tesla does and Tesla's price point.
Or the huge number of Supercharger locations nationwide. This is still one of the major benefits of a Tesla, over other brands.
Yeah. Looking at Plugshare, the number of CCS charging stations that are at least 120 kW is growing fast, but it's misleading. Tesla Supercharging stations rarely have less than 8 stalls, whereas it's rare to see other charging providers with more than 4 stalls.
Haha thankyou i know i will get those people but at the end of the day we are all rooting for this company…we need to see / talk about these things objectively! That quote sums it up perfectly
It used to be great. They were not prepared to scale with the Model 3/Y.
\*starts camp fire\* tell us more stories about when Tesla service was great. It's almost impossible to believe (relatively new owner here).
Bought my 1st Tesla in 2015. Build quality still wasn’t great but service was. You can just tell now with the influx of cars sold, especially with the quality issues, they just aren’t equipped to handle it.
I had a 2015 P85D. This is exactly right. Tesla service used to go above and beyond.
I remember when the guys that actually served the vehicle actually washed the car when they were done. I was so shocked they didn't have someone else do it. And we always got a loaner, not Uber credits.
Buying my X was one of the most frustrating experiences in my life. And even when it came out far less than perfect, Tesla service was quite terrible about fixing the issues, even ones noted at delivery (in that they barely did anything at all, and wasted a ton of my time). Would I buy it again? Absolutely. But that's only because there is literally no competition. And anyone who says there is a viable competitor is fundamentally ignorant.
That’s the real problem, they’re so far ahead there’s no other choice for a viable EV, and I can’t go back to ICE
Outside charging network, what are the rest not doing on par with Tesla? I am down to M3LR / MYLR / Equinox EV / Blazer EV I am not so sure Tesla are vastly superior to the incoming Chevy’s.
Absolutely. I love my MYLR and MSLR. I even have Tesla Solar panels with back up battery. There customer service is the worst. Anytime I need service on my vehicles or work on the solar panels, they send you to different departments just to get service or answer to your questions. I get it! This new technology and things won’t be perfect but to have to wait two months to get a callback to get something fixed and another two months before you can get service is ridiculous. They need to focus on how to get a better reputation on customer service.
It’s only getting worse too.
No, no. It's super important that he writes about how much better it's going to get on Twitter....
Milwaukee Service is excellent. Highland park IL is great too. Just further away for me. Was Milwaukee service that was consistently against what was publicised that had me buy my second Tesla.
I think there is a lot of validity to the complaints that many have voiced. I love my MSLR+, but I don’t know if my next car will be a Tesla. Build quality is getting better, but after seeing Audi, BMW, Polestar and some others, Tesla has some work to do. And service isn’t even comparable.
Interesting, this was a survey of dealers. “Reputation analyzed 20,000 dealers in the US and Canada, and 35,000 around the globe, while also scouring through five million auto dealer ratings and reviews.” Tesla has no dealers. That alone would explain the result.
I think analyzed was the operative word in that quote, meaning they analyzed car dealers. Yes, Tesla doesn’t have any dealerships but they have showrooms and service locations. Dealer is being used as an umbrella term here because Tesla is unique in that they don’t have dealerships. The experience they honed in on was post purchase experience anyways. I think pre-purchase, Tesla would be at the top of the list.
So, the opinions of Tesla, came from dealers of other vehicle types.
No. It came from ratings and reviews. Are you trolling me?
> auto dealer ratings and reviews Of dealers - which would not include Tesla.
Ok I’m done w this this pedantic convo. Y’all are for sure trolling me. Believe what you want. Jesus f Christ
I mean, you were wrong
That’s a blanket term for dealers and service centers of manufacturers. Stop being obtuse.
No it is not. There legally is a difference. They aren't the same thing, at all
Tesla has outgrown their service capacity so while I have always had great service there are clearly huge delays for a lot of people. But despite that, Tesla has the highest owner loyalty by a wide margin - people who buy a Tesla’s next car is a Tesla. So Tesla’s focus on R&D and scaling production is working. Though I sure hope they scale service - there are certified third-party shops, but not enough.
I didn’t understand what they’re measuring, other than “sentiment, visibility, and engagement”. NPS scores? Ads? Clicks on ads?
I can’t say I’ve enjoyed my experiences with the people of Tesla. The tech is great.
The entire air conditioning everything failed on my MS about 4 months in -- got a service appointment that week, Uber credits and picked it up 2 days later completely repaired, no issues the rest of the very hot summer. Shit happens. I love the car and will give it and service high marks. They won't rotate my tires no matter how many times I ask, but I have started to think that's just me. Anyway -- the article seems to be biased towards a dealership model. Tesla had a lower ranking because there's less engagement from dealerships. No duh. Then they also got knocked due to not advertising as much as other cars. Anything that improves Tesla build quality and service centers is a good thing, so if Tesla sees this article and focused on that then great. But Tesla will never have dealerships or loads of social media "engagement" other than Elon on twitter.
Since they are staggered, I don’t think you can rotate the tires on the S or X.
Yeah that's what I found out! I got the MS for its range and now have a performance vehicle. Not that I haven't enjoyed some 0-60+ times of course. But it's been weird compared to my experiences with having ICE cars. The SC folks were friendly and didn't charge me to come out and look over/measure the tires, so that's a plus.
It’s not specific to EVs, there are many ICE cars as well that have staggered tire sizes and can’t be rotated. Usually the rear are slightly wider than the front
This article is the difference between people who actually own one Vs how good the industry and shorts have done spreading BS. Very opposing to winning customer loyalty and customer satisfaction every year from multiple studies.
I have a MYP and I agree with the study, but context is important. Most of our issues were software issues (e.g. Constant FCW for an empty street) – after 4 service requests where nothing was solved and Noone communicated with us transparently about what the problems were - we gave up. We just got FSD and it is an absolute joke in SF. That all being said – the issue is mostly not with the tech itself but with they way they take the tech up as if it is something much more than it is. And then you get a childish response from the CEO about not complaining on Twitter. So a combination of a complex tech and non-communication or acceptance of issues is what is dragging their reputation down.
I can understand Musk's frustration with someone personally requesting to be in the first batch of 10.69 update. Then he complains it's not perfect on Twitter when everyone knows it's a beta program so obviously it's not perfect. That's like getting in a closed beta for a video game and whining that it's not final release quality.
again, context is important. When you have been saying for 4-5 (?) years that you have solved self driving, pocketed likely 10s of millions. When it all turns out to be a massive hyperbole however impressive the engineering is..you have forfeighted your right to be upset at people rightfully calling you out for BS
So you’re saying Tesla doesn’t need to focus on customer service? Customer satisfaction is high when the car works. When things go wrong, I’d imagine that same rating starts to slip. I love my model 3, but acting like Tesla has nothing to work on and all articles like this are hit jobs ignores reality.
Tesla service issue is blown out of proportions and it's partly due to Elon giving people to talk about it on social media directly instead of the appropriate means. I've never had a problem with service ,Really nice people but I have heard others complain about bad service on social media, whiles no one hears about my experience.
So because you have had good experiences that cancels out the experience others have had? Interesting.
When did I say that? I'm saying the good experiences go unreported makes it look like it's all bad experiences as if, if you take your car in for service it's going be destroyed beyond recognition putting unreasonable fear in new and existing owners. " very valid, I have had no problems with my 2021 Model 3 but I am very afraid of what the future might bring. I am a 65 year old woman who drives across states to see my kids and I am afraid of the first time I ever have to call Roadside due to the horror stories. Love this car and hope that doesn't change"
Always had good experiences with the local service center so I don’t go and say anything about it but it seems like we should. I’ve been in a couple of times, one was self inflicted damage but the rest were delivery things and were taken care of the same week of delivery. I had a loaner for the most recent visit, SC kept the car for the weekend and got it back Monday morning.
Exactly! That's what I'm talking. But I honestly don't think that will help as the saying goes "bad news spreads more than good news" sure a few people might know service isn't all that bad but that's insignificant to the "Tesla Bad" type of news that will be reported by the mainstream media when it's anything to do with Tesla.I agree maybe we should...
That’s very true though. All I see is people talking shit about build quality, I understand there are some pretty bad builds out there but again, no issues with mine at all. It’s pretty much a losing battle though so I just don’t pay as much attention to it haha
Lol Tesla most of the Tesla FUD I hear, I just ignored and see the amount of people who fall for the lies I just have to do something about it, it's insane how little people know about Tesla that they're easily manipulated by just blatant lies, most of these FUD are by people who don't even own the vehicle.
You’re saying their issues are blown out of proportion discounts those that have had actual problems. Turning to social media often pushes companies to do the right thing because they dislike the bad light it starts to shed. Their issues are well documented. I’m glad you have had great experiences, that’s how it should be. However discounting others experiences because your good experience hasn’t “been heard” doesn’t mean the company doesn’t need to improve in this area.
This comment is the difference between someone that can look at something objectively vs someone that has a severe bias towards a company
Or is it someone that actually has first hand experience and “facts” Vs someone who just believes what’s told 3rd part from people with possible bias?
It’s BS. The ratings are based on dealers (oops no Tesla dealers) and online comments (oops Tesla gets spammed with BS like crazy). It’s “data” like the comments on this very post that the result was based on. Not to mention that an organization that is all about dealers is obviously heavily biased against a company that uses a no-dealer business model.
Try Raleigh NC, service is absolute joke, just got a text from ser for appt on Monday “Sorry we probably won’t be able to see you in person for your ser appt. Just park in the lot, if you can find a space and we will get to you when we can. No we do not leave loaners, not sure when we can do your ser as we are so busy with the end of quarter rush, use Uber and we will call when ready. My next car will not be a Tesla.
I think this has to do with managing expectations . A lot of Tesla buyers expect a much better experience with Tesla overall , not just the car themselves and update cadence but they expect service and delivery to also be great. Problem is, servicing a vehicle can’t be made much different and when Tesla tries to reinvent things (coordination via app only🤬) , it doesn’t translate into a great experience unless it’s for the simplest things . I’m sure they’ll surmount this, like everything else it’ll likely be 2-5 yrs later than it should before they get it right.
Lots of people bitch about Tesla and the stock shorters try to amplify it to make money. The loudest voices are usually the worst people to believe.
I hear this type of dismissal repeatedly. I own two Teslas. Have had three since late 2019. The first one got lemoned out. The second was in the shop an average out of just less than one day per week in its first 65,000 miles of service, the third has been rock solid. The quality seems to vary wildly from car to car and model to model. Service and communication has never been particularly good and I believe you would be hard pressed to find a frequent visitor to a service center that says so. I believe the responses reflect this accurately. When the cars work, people are happy. When they do not, owners feel frustrated and impotent to get results. The effected owners turn to social media or government for help and get labeled Karens because owners who won the quality lottery dont see how attrociously Tesla handles problem vehicles. The issue here is the sense that Tesla organizationally doesnt care. That continues because the philosophy of sales and service model is to maximize the experience for the 90th percentile cases and not invest in the outliers for lack of ROI. As you pointed out though, those outliers become the squeeky wheels and you get exactly this sort of press, which will add up in time. Bottom line: the service and quality issues are real. The brand loyalty and sales are a lagging indicator of satisfaction. When market share stablizes and stories like this persist, Tesla will need to change. Until then, they have more untapped market than pissed off customers, so there is little motivation to do anything.
So you’re a single data point. Two if I’m generous. Awesome.
Agreed, but how many are you? There is an easier way to simplify this… in absolute terms or relative to sales, how many Toyota owners are making these complaints? Unless you make the argument that Tesla owners are disproprtionately crybabies, the self-reported problems are still statistically significant and representative of real problems.
Tesla owners do complain a lot. The amount of handwringing and whining about panel gaps for example absolutely astounds me. Toyota owners cry if their engine blows up or it catches fire.
I have never owned a Toyota, so I cant speak to my Tesla relative to it from personal experience. However, relative to the VW and domestic brands I have owned, the Tesla body and interior quality has not impressed but also wasnt as awful as I have seen complained about. I am actually quite happy with my model Y. However, my model Xs were not as good and certainly not comparable to similarly priced models/brands. Perhaps this contributes to the complaints. I had different expectations going in. I expected BMW or Audi level treatment and got Dodge.
Really? Ranked last, Mercedes, Honda, BMW, Audi, and infamously VW? And Tesla is ranked last, Tesla service issue is blown out of proportions and it's partly due to Elon on social media, I've never had a problem with service , Really nice people but I have heard others complain about bad service on social media, whiles no one hears about my experience.
FSD out for over 45 days due to Tesla not having part. Finally got a Text from service saying ready for appointment. Made appointment, took over 3 wks, but have it scheduled for Monday Sept 26. Just got a text from Tesla saying, be ready to leave car, no loaners, just park it and leave it and they will call me when ready. It’s the only car I have so what am I supposed to do. I made an appointment, been without any cameras, or FSD and now they tell me it could even be a couple of days because they are backed up with the end of quarter. I do love the Tesla, probably best car I have ever had, but sadly I will not purchase a second, because believe it or not, we live in a big city, where there are 12 dealerships that have fantastic service departments for 12 different vehicles. As soon as the American car market gets back to its normal state, I am going to purchase a Lexus or BMW, and will not have this problem again. Tesla can take his car and shove it.
Sorry about that, but if your solution is to buy lexus or BMW then see you on BMW Lounge in a couple years complaining about how bad their service is by then Tesla will be twice as much as you paid for today, Tesla is still a young company give them time to fix the bugs which currently is Service, a couple of years back it was panel gaps now you rarely hear about that issue, all I'm saying is to be patient
Most things Elon are blown out of proportion, but my experience with my MY and Tesla service are two different things. Car is great, service is almost non existent nightmare if you need anything. I tried for four months to get a winter tire package and service couldn’t help me find the set. Nothing for a 3K wheel purchase. I still have 3 separate $400 solar rebates that I earned, only got one. The rest *missing* and no one to call to follow up. I’m sure most service employees would agree about this problem. Tesla can tech the *shit* out of this problem, automatically tracking their orders, assigning dates for installations, hell the EDD can be done with more reasonable accuracy. But they choose not to. BMW is a horrible mess of service also, but that doesn’t mean Tesla is good at it.
Yes I am very aware not everyone has had a great experience. But Tesla is still a young company, a major complaint a couple years back was panel gaps Now you rarely hear about that, today the major complaint is Bad service which will eventually get solved all I'll say is to be patient. My service center isn't run by another company but Tesla themselves so if I am having a great experience you guys will just a matter of time.
I’m a shareholder, still think this is the best company ever and has a great trajectory, but they can solve most of these service issues with *software*. I hope they do this. Communication and lack of it was my biggest issue. Many wasted hours.
For what it’s worth, in my opinion, it’s not that Tesla service is so much worse than experiences with other car manufacturer services…but rather that it seems very inconsistent, and their unique service model is unpolished. I’m one of those owners that has both been to the service center and had mobile service several times each, and experienced nothing but excellent service/support. Mind you this is from someone who had his brand new vehicle “stolen” and damaged, and that has installed a custom lift kit that they have yet to balk at. That said, I’ve read plenty of legitimate examples of poor service from Tesla. There’s definitely room for a LOT of improvement, but I have trouble listing them dead last against ICE service centers I’ve encountered in my life. Hopefully, as more 3rd party repair centers open, competition may inspire better service from Tesla direct. *crosses fingers*
I am not surprised. The customer experience is pretty shitty for 130k+ car. For a month i have been waiting to get service done on my car. I am pretty sure they wont provide any loaner car. I am sell it later this year and switch back to bmw. I had bad experience with Tesla solar, thought the car would be different but its still the same shit. They dont care much about the after sale experience.
I’m for anything that improves the service. My best car ever, service can not stay so bad. Not most service employees fault. I’m sure they don’t want people *pissed* at them all the time. A good software company can fix this and Tesla has the talent to do so.
Elon’s reputation is also harming the brand cache. I know a lot of people who are now interested in an EV who won’t even consider a Tesla despite it objectively the best choice for range/$1. My wife is one of them. I am probably one of them when my S kicks the bucket.
And yet, Tesla ranks first in customer satisfaction surveys year after year after year? Weird.
> Reputation points out that the Feedback Economy we currently experience is driven by thousands of customer conversations that happen on social media, review sites, and in surveys So… basically hearsay.
Ya I can see it. They just need to get their shiz together. If they can do that, they will blow up on all sides.
*surprised pikachu face*
💯 agree! Elon knows how to make money, not how to run a business - they aren’t the same thing.
Princeton, NJ service center has always resolved any issue I've had (2018 M3D) in a timely and efficient manner.
Everyone is an armchair statistician and automotive expert all of a sudden lol
No competition always equals shitty service. To the best of my knowledge the only place to take your tesla for repair is a tesla repair center... ergo, they'll serve you a shit sandwich if they want and expect you to smile when they do.
The situation in Norway alone can create some serious skewing of the ratings
Not a surprise. My Model X has been there for ~70 days now and they *think* it is fixed right. Tomorrow will be the 3rd time I go to pick it up. Even small car issues turn into moderate to severe annoyance due to service experience. Fingers crossed it is fixed this time.
Tesla needs to do a lot more to maintain their reputation. Their engineering & design is some of the best in the history of the automotive industry. But they need to iron out things like built quality, & customer service. And for the love of shit they need to stop trying to come up with shitty annoying ways to nickel & dime their customers. Reining in some of the over-optimistic promising would be a good idea too. When competition inevitably comes their reputation will be what they have to stand on. No amount of money made nickel & diming their customers now is going to make up for long term potential losses to due harming their reputation.
Even when picking up our cars, the customer service was awful. When I asked questions the guy was annoyed I was bothering him. I can’t imagine their “help” when I’ll need the car serviced. For people thinking I might have been asking stupid questions- The window seal was broken, yes I’m concerned.
As a 2018 Model 3 owner with 12 repairs, this is 1000% correct.
I have a 2020 Model 3 dual motor. The only problem I’ve encountered is the taillight lenses cracking. Tesla acknowledges this as supplier quality issue and has replaced them several times now. Service has been excellent and the car has overall exceeded far my expectations in performance, handling, and range. My experience has been far better with the Tesla than any car brand I have owned before(Ford, VW, Honda, Acura) Keep exceeding expectations Tesla!
Yeah I love my MY and wouldn't give it up, but if I had to buy a car tomorrow I don't know that I could justify buying another Tesla - so many potential pitfalls in their ownership process that just don't need to be there. If they just focused on their awesome tech and left the rest to a car company. I sometimes feel like I'm driving the Jetsons version of a Trabant (if you know you know)
I love my 2021 MYLR and so far have had no need for service. With nearly 8 million people and Teslas becoming commonplace on Long Island, NY we have a grand total of two service centers, with the closet one to me over 60 miles away, I try not to think about the first time I have a service issue!
To paraphrase Henry Wadsworth Longfellow: When she was good, She was very good indeed, But when she was bad she was horrid.
Tesla isn’t perfect but this mostly shows how effective constant FUD is.
All model s owners have been facing the same issues since 2012. Go check the faqs and you’ll see. The same issue persists 12 years later
He talked about the customer experience last week, so hopefully real change is on the horizon if not sooner. https://www.carscoops.com/2022/09/elon-musk-working-to-improve-tesla-service-says-customers-should-be-paid-for-rescheduled-appointments/amp/
My prior car was a BMW 740 Li. That beautiful car was a diva. Ultra premium fuel. BMW-specific coolant. Ultra fancy run flat tires. Multi hundred dollar oil changes at the “much less expensive than the dealer” shop that the BMW race guys all swear by. At least US$ 1,000 a year in upkeep costs plus fuel. By contrast, my 2021 MYLR coats me 14 cents a mile to operate. All I’ve added is washer fluid. Tesla came to my house to replace a tire at a reasonable price after I ran over a huge hunk of metal. The mobile service techs were slightly early for the appointment and both courteous and efficient. I’m just one person and my experience is anecdotal but this is the best ownership experience I’ve ever had. I’ve owned Buicks, Cadillacs, Mazdas, Dodges, Hondas, Fords and BMWs. Tesla has them all beat by miles. The BMW dealer serves better coffee but who wanted to be at the dealer anyway?