Tesla sucks at customer service and communication and it’s our fault.

[CyberTW]

Completely agree.

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[Brian425]

I am quickly losing interest in getting my CyberBeast. Tesla service is the worst. I have had several first version vehicles, a 2007 Mercedes R63, 2002 Porsche Cayenne, 1993 Honda CBR900, etc.

Every time, dealers had realistic delivery estimates, people would pick up the phone, etc.

This is my first Tesla, I expect it will be my last.. I am going to drive it till the novelty wears, probably one set of tire, then give it to my son or sell it. I really don't want to do business with a company that shows it does not value me as a customer.

I am putting the flame suit on now. The fan boys will be in shortly. It's not FUD, it is facts.

 

[Jhodgesatmb]

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!

I read 3-4 paragraphs and then fell asleep (so to speak).

I have owned new cars from Jerp, Toyota, and Lexus. I have never been treated any better or worse than I have from Tesla and so any comments that suggest otherwise bore me.

I never use a phone or an app with Tesla service, except to schedule a repair. I go talk to them in person.

 

[Jhodgesatmb]

I got no notice but just decided to look at my app last Friday. Said here is your VIn please complete next steps and pay. I also paid via Plaid and the money was withdrawn this morning. I would hope to heard something now that they have the money. How long has it been between payment and delivery for teh rest of you?

I was the bottleneck on delivery, not Tesla. They had the car waiting for me and I had to get the funds. So -10 days I’d say (yes, minus).

 

[InsanelyOK]

I read 3-4 paragraphs and then fell asleep (so to speak).

I have owned new cars from Jerp, Toyota, and Lexus. I have never been treated any better or worse than I have from Tesla and so any comments that suggest otherwise bore me.

I never use a phone or an app with Tesla service, except to schedule a repair. I go talk to them in person.

Congratulations on getting so far into my rant!

 

[Laurab1972]

I got no notice but just decided to look at my app last Friday. Said here is your VIn please complete next steps and pay. I also paid via Plaid and the money was withdrawn this morning. I would hope to heard something now that they have the money. How long has it been between payment and delivery for teh rest of you?

Literally one minute after I paid I got this text to my cell phone:

 

[Laurab1972]

My Cybertruck delivery experience at Jacksonville Florida SC.

1) The first 5 digits of your RN#: 11290xxxx
2) The date of Email received to configured CT: 3/5/2024
3) The date you configured your truck: 4/10/2024
4) The date you received your VIN assignment: 5/22/2024
5) The number range of your VIN i.e.: 14xxx
6) The Date you will take delivery: 6/12/2024 4pm
7) Your state: Jacksonville, FL
8) AWD

Scheduled for 06/12/2024 4pm. I'm a first time EV owner and never have driven an EV before and new to the Tesla family.

Got to the SC at 3:00 pm to see if my CT was there so I could look at it in person. Around 10 CT's were in the back lot. None in the delivery bay getting prepped for delivery. Went into lobby to hanged out.

Got a text @ 3:10pm from Tesla saying "Hello, We are experiencing long wait times on our vehicles going out today with our Vehicle Preparation team falling behind for Transparency we will be pushing your appointment time to 5:30 PM. -Tesla Team".

There were around 30 other people there for delivery pickups. Started hearing people talking that they had a 4pm delivery appt also. Some were there for 1pm appt. Whenever a member of the Vehicle Preparation team came out of the office they would get bombarded by many customers asking for updates and information. The VPT would deflect and run away back into the office. One time the VPT came out I heard him state that they were still working on the 1pm deliveries.

5:30pm rolls around so everyone starts pounding on the VPT office doors for some updates. As we are waiting I asked around and there are 5 others there to pick up their Cybertrucks.

6:30pm then rolls around and everyone in waiting lobby (>25 people) are still unable to get updates. Office closes at 7pm but VPT are staying to finish all deliveries.

7:30pm was told the CT's are at another holding lot somewhere and had to be driven over to the SC.

8:30pm We see 6 CT's show up and parked in the back lot. So most of the CT people go back to find their CT and look it over. We find our VIN.

9:00pm We are offered to take delivery of our CT without it being prepped (cleaned and whatever else they do to them). They said we can bring the CT back on another day and they would detail them. I don't know how to set that up with them.

9:30pm The VPT take all of us to the back lot to look them over and unlock them. We all agreed to take them as is seeing no issues.

9:45pm They start to bring each CT up to front lot and start the process to put tag on and collect payment and key/app verified.

10:00pm I hand over my cashier check and get my registration and they put the tag on and make sure keys are programmed. I notice my CT only had 16% charge and they drove me back to the supercharger in the back lot and showed me how to hook up. They said I could charge up as much as I needed.

10:30pm Had enough charge so we drove home and went to bed.


I found no damage and everything has been fine with my CT. I'm still learning all the in's and out's of the CT and I'm enjoying it.

I washed it the day after taking delivery and it looks great. I"m having to clean the inside front windshield daily because the dash material is off gassing. Hopefully that will stop soon.

Whoever the manager of this SC is needs to talk to Tesla and get more employees hired to handle the load they have. Only two VTP were there for my delivery (Augustine and Gabriel). They were very helpful once we demanded that the delivery process be moved along.

Oh Lord I’m afraid of windshield issues with florida humidity. What are you using daily to clean inside? Off gassing? And how long will that last? That’s an enormous piece of glass to be cleaning daily!!!

 

[spockagain34]

Yeah, its remarkably bad.
but the Truck is worth the hassle. If I went through this on a model three, I’d say fuck off for sure.

I kind of did with the Model 3. It’s funny how little has changed. But again, here I am six years and 110k miles later and the tech is so worth it, imo. My 3 is still a better car today than it was when we picked it up. Can’t wait to see the Cybertruck’s future, frustrating customer service et al.

 

[Seribus]

I was the bottleneck on delivery, not Tesla. They had the car waiting for me and I had to get the funds. So -10 days I’d say (yes, minus).

Nah man. I had a 4pm delivery appointment. They call me 30 mins out and tell me it's low on battery and being charged and cleaned. Might be a delay. I get there and not only is the truck low on battery, the battery is dead and they can't find the truck in one of their overflow lots. It wasn't able to be pinged. Dead asf. I came hour and half away for pickup. How do you not prep for delivery or give a heads up? So we go eat in hopes they find it. Guy calls and says they found it and they'll have to change what he called it the mid state battery. They literally had to bring it to the SC on a flat bed truck. You know that feeling where they know the truth and you feel like you're being lied too? I had it. Thay hadn't done shit to get it ready. Anyway I scrutinized the truck while it's charging looking for faults. No detail or cleaning at all so it's hard to tell. I said fuk it, don't clean it, but I will clean it tomorrow and send a list of anything that I find. I mean that's not good no matter how much you love Tesla. I guess I should have said no thanks and call me when it's ready but this was the second delay and I was over it. I asked for something for my trouble and supposedly getting service credits but I'm sure I'd have to keep on them if it ever happens. Luckily in the end I think I got a good one so far. Service request to fix bed rail panel where buttons are and that's it. I mean for $100k GM isn't doing that kinda customer service on Vettes. In all honesty it needs to be better. My two cents, my experience, my opinion.

 

[Dantes]

good to know.

i will show up with beer in my cooler and have a great time while that line moves slowly.

Hope FSD is out by then to take you home lol

 

[evnow]

I am putting the flame suit on now. The fan boys will be in shortly. It's not FUD, it is facts.

Tesla is just trying to cut costs.

Otherwise how can they afford to give the CEO $54 Billion ? They keep cutting jobs and laying off people so that the poor CEO can get his few billions. Mind you the CEO will put that money to good use - like ensuring Nazis have free speech - and your sacrifice will not go to waste.

 

[CyberTW]

Tesla is just trying to cut costs.

Otherwise how can they afford to give the CEO $54 Billion ? They keep cutting jobs and laying off people so that the poor CEO can get his few billions. Mind you the CEO will put that money to good use - like ensuring Nazis have free speech - and your sacrifice will not go to waste.

Fanboys or not, this is an ignorant comment…. I don’t even want to read another quote with this lack of, well, any kind of rational thought. Ignore

 

[evnow]

Fanboys or not, this is an ignorant comment…. I don’t even want to read another quote with this lack of, well, any kind of rational thought. Ignore

I've only followed Tesla for 15 years and spent hours everyday on TMC. So, naturally I'm very ignorant about Tesla.

 

[PhilEsq]

It's definitely not Mercedes! I just got my Cybertruck and it's a shock coming from a Mercedes dealer to Tesla. The people at Tesla are not knowledgeable and are generally unhelpful. My friend says he never experienced that, but when he was with me, he saw it, but he never had a Mercedes. I'm used to Mercedes dealers, and I much prefer it. Mercedes is delivering a free loaner to my house on Thursday and picking up my 2019 GLC for service. Then they will return my GCL and pick up the loaner. The loaner is always a new car and is spotless. When I go to the dealer, it's a very different experience than at Tesla. Tesla's attitude is make a great car, and it stops there. Tesla makes enough profit to provide better service.

But I love my Cybertruck.

 

[intimidator]

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!

Guess what. Running a car company ain't easy.

There is no magic pill to having good customer service.
There is no Gigapress to streamline customer support.

It is a grind. It takes a lot of logistics, skill, talented people, experience, money, etc.

Customer service is just as hard for Tesla as it is for MasterCard, or Boeing, or the DMV!

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