Why doesn’t Tesla improve their customer service?

[Longranger]

For transparency, I have not owned a Tesla vehicle. I have passed on the FS but really really like the CT and will order as soon as I can after the FS ends. My one lingering concern, despite all the harsh press, is the near universal conclusion that customer service is bad, particularly if you get an early edition or a lemon. It leaves me with some questions people on this forum might be able to answer.

First, just how bad is Tesla service and customer support?

Second, given that this has been an ongoing issue why hasn’t Tesla fixed it?

 

[sharpgator]

I’ve actually never even heard it addressed by Elon or any influential stockholders.

 

[AnthonyJ]

It’s hit or miss. They have the WORST communications of any company. Even worse than Dyson, and holy god Dyson is effing horrible. Bringing your car in for a warranty repair, 50% chance your car sits for a week and they forget about it, 50% chance they actually get it done. Mobile service is always good. Communications of delivery is the single worst thing though.

These things will never get fixed. There is no incentive for employees to deliver or fix cars. They don’t get paid commission. There is no local dealership reputation to protect.

 

[Kahpernicus]

Because they don't' have to yet.

You can't get a tesla anywhere else so people put up with it.

 

[DumpsterFire]

For transparency, I have not owned a Tesla vehicle. I have passed on the FS but really really like the CT and will order as soon as I can after the FS ends. My one lingering concern, despite all the harsh press, is the near universal conclusion that customer service is bad, particularly if you get an early edition or a lemon. It leaves me with some questions people on this forum might be able to answer.

First, just how bad is Tesla service and customer support?

Second, given that this has been an ongoing issue why hasn’t Tesla fixed it?

Honestly I’ve never had an issue with Tesla service. Have always had good experiences.

Have been driving a Tesla for 6 years. ¯\_(ツ)_/¯

YMMV

 

[CyberTW]

I think it’s disingenuous to assume their customer service is always bad based on your “universal conclusion”. I am 3 for 3 on great experiences.. doesn’t mean it is always great, but do people forget dealerships? Or “stealerships” as they are called.. those experiences are just as bad if not worse. Anyways, there are LOADS of Tesla Service centers that are awesome with good workers

 

[mark555055c]

Honestly I’ve never had an issue with Tesla service. Have always had good experiences.

Have been driving a Tesla for 6 years. ¯\_(ツ)_/¯

YMMV

same, zero issues here in 5 years.

 

[M0unt41nm4n]

Because they don't' have to yet.

You can't get a tesla anywhere else so people put up with it.

Yep... its exactly the same with Starlink. Its a Musk thing... the guy needs a lesson in customer service. Right now he has a monopoly on Starlink as nobody else can get high speed net to the far reaches of the earth. So we all put up with it. I'm about to get fiber to my Utah house and I am looking forward to kicking his over priced net and crappy customer service to the curb as soon as that occurs.

But his day is coming... the competition in the EV space is beginning to make him sweat and its going to be interesting to see if he begins making Tesla a bit more competitive not only in price (which he is doing) but also in customer service. Thats next...

 

[CyberTruckeeTheOne]

My daughter an early EV convert said Tesla in the early days used to have excellent service with tech or mechanic promptly doing home service at a moments notice.

And then recently they got stranded in his Plaid in the cold night of Lake Tahoe for more than 2 hours before Tesla service assistance arrived.

I would surmise either Tesla got arroganr, as Elon is, or the service personnel did not expand with the size of their cars out there.

More worrisome is if Tesla's corporate culture does not include outstanding customer service unlike that of Toyota (consistent whether here or in Asia).

 

[PeterOT]

I've had generally good experience with Tesla service for the past 11 years. The customer service / communication seem to be hit or miss. In my experience when you purchase a car, if everything goes smoothly, which it usually does, the communication is great. On those rare occasions when there is a hiccup, that's where I've noticed the communication is terrible.

 

[Cybertruck2024]

I think it’s disingenuous to assume their customer service is always bad based on your “universal conclusion”. I am 3 for 3 on great experiences.. doesn’t mean it is always great, but do people forget dealerships? Or “stealerships” as they are called.. those experiences are just as bad if not worse. Anyways, there are LOADS of Tesla Service centers that are awesome but good workers

I'm pretty sure it's a regional thing, some areas are better than others. But this is where the Tesla model doesn't stack up against the traditional dealership model. I have three Ford dealerships near me, two are fantastic and one is the one no one goes to but suckers. For Tesla, I have one option near me, and when I go I'm a sucker.

When the stock and demand issues come up, it shocks me people don't mention Tesla's sales and service model as a big reason sales have slowed. Eager early adopters don't mind driving 7 hours to get their car, I did it. The other 90% of buyers would rather buy a vehicle from a place near their house. With no advertising and inconvenience, there's just zero chance to convert many of those who have sat out this long.

Now throw in the fact many of Tesla's most loyal buyers are stuck in underwater loans, even the ones that want to upgrade and buy another Tesla can't. I know someone who wants to upgrade from a 2021 Model 3 to a Highland, but they are $10k underwater on their loan and need to pay another 12-18 months just to get to breakeven. There's likely tens of thousands of buyers who can't make a purchase that want to, but then the lower prices aren't enough to make disinterested buyers drive 7 hours to get their new car.

 

[jrods]

model 3 here and Service is better than the service I gat from VW or GM. I had an excellent experience from Saturn when they where in business.

 

[Outdoors]

I would gently grab a few coming out the the customer service bay. We are generally nice people. Owners that is.

Ask. How has it been? Maybe not someone's thing to do. Coming to an online forum is very statistically biased to form thoughts around the question.

Yet I think Tesla has had its issues with me. We have solved them. That is the important thing to me. Solved issues.

 

[jsquared]

Same reason Apple doesn’t. No matter how poorly customers are treated, they all flock to be the first to have their new products. Until that changes, customer service will never be on their radar.

 

[CyberGus]

Most companies classify "service" as a cost burden. If you want to improve it, you must show the ROI of the invested dollars, but that's difficult to do.