InsanelyOK
Well-known member
- First Name
- InsanelyOK
- Joined
- Apr 12, 2024
- Threads
- 12
- Messages
- 80
- Reaction score
- 99
- Location
- Florida, USA
- Vehicles
- MYP + Cybertruck AWD
- Occupation
- Software Engineer
- Thread starter
- #1
So It’s not news to anyone how absolutely abysmal Tesla’s customer service and communication is. I believe with everything that it’s actually a feature rather than a by-product. Don’t get me wrong, there are pockets of Tesla where it’s decent but it’s only really decent when things work out in our favor. For instance, I took my MYP in for service under warranty and requested a loaner, they said “if we have one” they had one and I got the dirtiest, most gross MX. I had to actually take it to the car wash on the way home and clean it out. But I was happy because I didn’t have to rent a car for two weeks. “Tesla is great!”
When you call into a service center, you are bounced around and if you are able to get someone on the phone, it’s a mix bag on whether you are going to get someone who actually helps, or someone who just gives you a canned response. When you get that one person who gives you just a bit of information: “Im so thankful!”
When you message through the app or via text, you get the least amount of information possible about your order, your status, or your situation. When you get that text that it’s time to configure or schedule a pick up: “Tesla rocks!”
When you show up to pick up your order you get attention so much as they need to take your money, sign your papers and unlock your car. Which is fine for many but not for all. “SA’s don’t get a penny of our money, I don’t blame them.”
It’s also clear that it’s a feature of the company that one arm doesn’t talk to the other; the service centers only have the information they can see on their computers, logistics and tech and sales all operate completely dependent and in silos. This means that no matter who you talk to, you never had a complete picture.
They operate like this because they can, people like us put up with it. It’s “part of the experience” of buying a Tesla. The anticipation it inspires while you wait with very little to no information about something you spent $100k on only to be elated and overlook obvious flaws in the process or the final product because of the sunk cost fallacy.
They want to save their SC’s and SA’s from the phone by making communication happen through the app? They want to avoid waste but they are actually causing it by creating these silos of information and telling their SA’s to respond with limited information.
How much of these process and communication issues would be solved if they simply surfaced data they already have in their systems and showed buyers where their order is? Is it in transit to a holding location? Is it in transit to the SC? Is it currently being inspected? How many days do you expect it to take? Why be so cryptic with this information? Why not give buyers as much information as possible and ease the load of your SC’s?
Now I say all of this 4.5 years into my reservation, 3+ months into my AWD order and 3+ weeks into my VIN - no delivery window or estimate and I have only gotten “well reach out when it’s time to schedule” no estimates, no time frames, nothing… I have fulfilled my side of the deal responding promptly to their requests for insurance and financing and at this point I’m going to be making my first car and insurance payment before I see my truck because they specifically told me to complete financing to see the schedule button light up. Once I get my truck though my frustration and anger will probably turn into blissful ignorance but right now I’m beyond “just be patient” and I’m getting really close to just throwing in the towel. I can only imagine how the Cyberbeast folks who are 6 months in feel. To see people configure to delivery in days? Gah!
When you call into a service center, you are bounced around and if you are able to get someone on the phone, it’s a mix bag on whether you are going to get someone who actually helps, or someone who just gives you a canned response. When you get that one person who gives you just a bit of information: “Im so thankful!”
When you message through the app or via text, you get the least amount of information possible about your order, your status, or your situation. When you get that text that it’s time to configure or schedule a pick up: “Tesla rocks!”
When you show up to pick up your order you get attention so much as they need to take your money, sign your papers and unlock your car. Which is fine for many but not for all. “SA’s don’t get a penny of our money, I don’t blame them.”
It’s also clear that it’s a feature of the company that one arm doesn’t talk to the other; the service centers only have the information they can see on their computers, logistics and tech and sales all operate completely dependent and in silos. This means that no matter who you talk to, you never had a complete picture.
They operate like this because they can, people like us put up with it. It’s “part of the experience” of buying a Tesla. The anticipation it inspires while you wait with very little to no information about something you spent $100k on only to be elated and overlook obvious flaws in the process or the final product because of the sunk cost fallacy.
They want to save their SC’s and SA’s from the phone by making communication happen through the app? They want to avoid waste but they are actually causing it by creating these silos of information and telling their SA’s to respond with limited information.
How much of these process and communication issues would be solved if they simply surfaced data they already have in their systems and showed buyers where their order is? Is it in transit to a holding location? Is it in transit to the SC? Is it currently being inspected? How many days do you expect it to take? Why be so cryptic with this information? Why not give buyers as much information as possible and ease the load of your SC’s?
Now I say all of this 4.5 years into my reservation, 3+ months into my AWD order and 3+ weeks into my VIN - no delivery window or estimate and I have only gotten “well reach out when it’s time to schedule” no estimates, no time frames, nothing… I have fulfilled my side of the deal responding promptly to their requests for insurance and financing and at this point I’m going to be making my first car and insurance payment before I see my truck because they specifically told me to complete financing to see the schedule button light up. Once I get my truck though my frustration and anger will probably turn into blissful ignorance but right now I’m beyond “just be patient” and I’m getting really close to just throwing in the towel. I can only imagine how the Cyberbeast folks who are 6 months in feel. To see people configure to delivery in days? Gah!
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