Tesla is Not Treating Us Like Customers

[Pialot]

All I ask personally is that SC and Tesla get their protocol and customer service improved. I hear mix reviews but seems like some SC are clueless and others are like A+ on communication and service updates. I have to call three times to get someone to give me an update. Don’t get me started again about getting support for the Vouchers that some are still waiting on and the botched up PowerShare ordeal of installer price gouging and hardware vs voucher.

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[justinpratt]

My beef with Tesla can be best equated to why Jay Leno doesn't own any Ferraris:

"you know you're spending a tremendous amount of money you should be made to feel like a customer "

We're spending a LOT of money on the Cybertruck. Yet Tesla, with ZERO communication, ZERO transparency regarding the product launch, not allowing anyone to even sit in the trucks in showrooms, being forced to pay a $20k 'Foundation' markup, HALF of the promised range... it feels very much like a Ferrari experience.

"Oh you wanted a reasonably priced truck that beats out the competiton in range, features, etc.? Fuck you, pay $100,000 for fewer features and less range, or get to the back of the line. You should be grateful for the PRIVILEGE to even hold a reservation"

I'm not feeling very much like a customer with the Cybertruck launch. It makes me want to reconsider the whole thing.

Interested to hear other's thoughts.

You can always, not buy a Tesla.

 

[igs]

As long as you continue buying their cars they will not change.

 

[motleytwins]

My beef with Tesla can be best equated to why Jay Leno doesn't own any Ferraris:

"you know you're spending a tremendous amount of money you should be made to feel like a customer "

We're spending a LOT of money on the Cybertruck. Yet Tesla, with ZERO communication, ZERO transparency regarding the product launch, not allowing anyone to even sit in the trucks in showrooms, being forced to pay a $20k 'Foundation' markup, HALF of the promised range... it feels very much like a Ferrari experience.

"Oh you wanted a reasonably priced truck that beats out the competiton in range, features, etc.? Fuck you, pay $100,000 for fewer features and less range, or get to the back of the line. You should be grateful for the PRIVILEGE to even hold a reservation"

I'm not feeling very much like a customer with the Cybertruck launch. It makes me want to reconsider the whole thing.

Interested to hear other's thoughts.

We bought a MX 100D in 2018 and tolerated a less than desirable delivery experience because Tesla had only sold 200,000 vehicles in total and we were willing to accept it in exchange for the technology.

We love our MX, but it’s been a long 5+ year wait for the FSD that was promised back in 2018, although I now think it was worth the wait with FSD v12.3.6.

When I picked up my Cybertruck in Tampa on 3/5/24, the delivery experience was much better than the MX experience, but it was extremely disappointing to learn that it was missing FSD, EAP, Summon, AutoPark, wheel covers and they had swapped HomeLink for myQ, which is not compatible with either of our garage doors or the gate to our community. I don’t even mind that it has been in the shop three times for various issues!

My anger and frustration right now is with the lack of communication/response regarding the $2500 credit for declining the Home PowerShare. I’ve been waiting for several months and have spent hours and hours on the phone trying to reach someone in Tesla who can help! I need another Home Charger so that we don’t have to play musical Tesla’s and I don’t want to buy one if they’re going to issue a credit.

Tesla has the absolute worst customer service system in any industry, not just the auto industry, and that’s saying a lot because there are some really crappy ones out there! And that’s from a Tesla Owner (x2), Tesla Shareholder, Starlink Customer, etc!

 

[cybercuh]

are there any vids on the purchase experience of the $97k Silverado EV?

 

[Frank_Castle]

Tesla is not a "customer first" company. They have something a lot of people want, more than they can even make, so customers are of little to no value to them right now.

I recently bought a Model Y and it was a horrible experience.

Like Apple, the only reason Tesla is doing well right now is because they have a compelling product. They can get away with taking things away from customers. Unlike Apple, Tesla actually has a fair price for what you get, likely because they omit a lot of features.

At the end of the day you are taking a deal with the devil. If you buy a Tesla you will get what you crave... but maybe not what you need.

Agreed with this ^^^^^^^^^^^^^^

There are two main areas I think that if Tesla improved, it would give them a significant improvement overall with customer satisfaction.

Customer service - the ability to reach a human and get actionable data or the ability for them to escalate an issue. Example: I got my VIN and the truck was shipped within 3 days. It then took 6 weeks before I could get a delivery. Reason given when I called each time "It's still shipping". Make it easier to get ahold of a service center, etc.

Improved estimates: It doesn't matter if we're talking the CT's release date, new features (FSD), battery pack, the arrival date for an accessory or getting a completely different model (refreshed existing models) --> the estimates on everything Tesla gives are completely FUXORED! I can understand getting a new vehicle to market or something like FSD given the complexity, but everything else.... wtf.

Two small things that can go a long way.

 

[igs]

Tesla has the absolute worst customer service system in any industry, not just the auto industry, and that’s saying a lot because there are some really crappy ones out there! And that’s from a Tesla Owner (x2), Tesla Shareholder, Starlink Customer, etc!

Their system is fine. It's their lazy gen-y employees that don't respond to customers.

 

[Seribus]

Competition will eventually catch up and the difference could come down to customer experience. Nothing lasts forever. I'm not a brand homer. I go where the best stuff is. In my yard now is Tesla, GM and Dodge. Buying experience is about I. Brand loyalty doesn't make sense in the end of the day. Laying off many staff at the SCs wasn't helpful. I was told that directly.

 

[Woodrick]

Their system is fine. It's their lazy gen-y employees that don't respond to customers.

All of the interactions that I have had with Tesla have been really good. You just have to communicate through the app.

 

[motleytwins]

My beef with Tesla can be best equated to why Jay Leno doesn't own any Ferraris:

"you know you're spending a tremendous amount of money you should be made to feel like a customer "

We're spending a LOT of money on the Cybertruck. Yet Tesla, with ZERO communication, ZERO transparency regarding the product launch, not allowing anyone to even sit in the trucks in showrooms, being forced to pay a $20k 'Foundation' markup, HALF of the promised range... it feels very much like a Ferrari experience.

"Oh you wanted a reasonably priced truck that beats out the competiton in range, features, etc.? Fuck you, pay $100,000 for fewer features and less range, or get to the back of the line. You should be grateful for the PRIVILEGE to even hold a reservation"

I'm not feeling very much like a customer with the Cybertruck launch. It makes me want to reconsider the whole thing.

Interested to hear other's thoughts.

I picked up my Cybertruck on 3/5/24 and, while the truck is the most exciting vehicle that I've ever owned, the Tesla Customer Experience has been the worst of any company, auto manufacturer or not, that I've ever experienced. I just received my $2,500 Voucher for declining the Home PowerShare Hardware after hours of sitting on hold over the last 6 weeks only to talk to a Customer Service Agent who can't help me or sending multiple emails that never got answered.

I finally managed to reach a Supervisor who was able to resolve the issue and get my Voucher issued correctly. The problem now is that you have to use the entire Voucher at one time or you lose whatever portion you don't use.

I need a second Home Charger so we can quit playing musical Tesla's with our Model X and Cybertruck, but the vast majority of Cybertruck accessories on the Tesla Shop or OUT OF STOCK! The level of incompetence of whoever is running the Tesla Shop is shocking to me! If they didn't have a monopoly on the items, they would have gone out of business long ago!

So, I can't order a Home Charger unless I also order a bunch of accessories that I don't want/need, as the items that I want/need are OUT OF STOCK and you CANNOT return items purchased with the Voucher!

It just amazes me how Tesla can abuse the loyalty of their most ardent supporters and we still keep coming back for more abuse just because they make the best vehicles in the world! When other manufacturers catch up, I think Tesla will learn that the lack of respect/appreciation that they show for their customers will come back to bite them in the butt!

All they need to do is communicate with their Owners, like sending occasional updates regarding items like FSD, Summon, AutoPark, HomeLink Option, Aero Wheel Covers, etc, etc. Instead, we get absolutely nothing from them but headaches and frustration when trying to reach a live person!

 

[Guylouis]

After 8 years and 6 teslas Cybertruck will likely be our last. Truck is great but will probably go Porsche next.

 

[Boyne]

I picked up my Cybertruck on 3/5/24 and, while the truck is the most exciting vehicle that I've ever owned, the Tesla Customer Experience has been the worst of any company, auto manufacturer or not, that I've ever experienced. I just received my $2,500 Voucher for declining the Home PowerShare Hardware after hours of sitting on hold over the last 6 weeks only to talk to a Customer Service Agent who can't help me or sending multiple emails that never got answered.

I finally managed to reach a Supervisor who was able to resolve the issue and get my Voucher issued correctly. The problem now is that you have to use the entire Voucher at one time or you lose whatever portion you don't use.

I need a second Home Charger so we can quit playing musical Tesla's with our Model X and Cybertruck, but the vast majority of Cybertruck accessories on the Tesla Shop or OUT OF STOCK! The level of incompetence of whoever is running the Tesla Shop is shocking to me! If they didn't have a monopoly on the items, they would have gone out of business long ago!

So, I can't order a Home Charger unless I also order a bunch of accessories that I don't want/need, as the items that I want/need are OUT OF STOCK and you CANNOT return items purchased with the Voucher!

It just amazes me how Tesla can abuse the loyalty of their most ardent supporters and we still keep coming back for more abuse just because they make the best vehicles in the world! When other manufacturers catch up, I think Tesla will learn that the lack of respect/appreciation that they show for their customers will come back to bite them in the butt!

All they need to do is communicate with their Owners, like sending occasional updates regarding items like FSD, Summon, AutoPark, HomeLink Option, Aero Wheel Covers, etc, etc. Instead, we get absolutely nothing from them but headaches and frustration when trying to reach a live person!

Couldn’t agree more!!!

 

[rbalkun]

What number did you call to actually reach a person?

I picked up my Cybertruck on 3/5/24 and, while the truck is the most exciting vehicle that I've ever owned, the Tesla Customer Experience has been the worst of any company, auto manufacturer or not, that I've ever experienced. I just received my $2,500 Voucher for declining the Home PowerShare Hardware after hours of sitting on hold over the last 6 weeks only to talk to a Customer Service Agent who can't help me or sending multiple emails that never got answered.

I finally managed to reach a Supervisor who was able to resolve the issue and get my Voucher issued correctly. The problem now is that you have to use the entire Voucher at one time or you lose whatever portion you don't use.

I need a second Home Charger so we can quit playing musical Tesla's with our Model X and Cybertruck, but the vast majority of Cybertruck accessories on the Tesla Shop or OUT OF STOCK! The level of incompetence of whoever is running the Tesla Shop is shocking to me! If they didn't have a monopoly on the items, they would have gone out of business long ago!

So, I can't order a Home Charger unless I also order a bunch of accessories that I don't want/need, as the items that I want/need are OUT OF STOCK and you CANNOT return items purchased with the Voucher!

It just amazes me how Tesla can abuse the loyalty of their most ardent supporters and we still keep coming back for more abuse just because they make the best vehicles in the world! When other manufacturers catch up, I think Tesla will learn that the lack of respect/appreciation that they show for their customers will come back to bite them in the butt!

All they need to do is communicate with their Owners, like sending occasional updates regarding items like FSD, Summon, AutoPark, HomeLink Option, Aero Wheel Covers, etc, etc. Instead, we get absolutely nothing from them but headaches and frustration when trying to reach a live person!

 

[M0unt41nm4n]

Competition will eventually catch up and the difference could come down to customer experience. Nothing lasts forever. I'm not a brand homer. I go where the best stuff is. In my yard now is Tesla, GM and Dodge. Buying experience is about I. Brand loyalty doesn't make sense in the end of the day. Laying off many staff at the SCs wasn't helpful. I was told that directly.

Question. If you go where the best stuff is, why do you have a GM and a Dodge? ?

 

[motleytwins]

What number did you call to actually reach a person?

The main Tesla number: 888-518-3752 or 650-681-5000.

I had to try every option available (they say that for the Powershare Voucher, you need to use the SALES option to reach a live person), which is why I got several people who were in the wrong department, but could sense my frustration and reached out to the right person. It was finally a woman named Karen who is a Supervisor in Powershare Home Backup V2H who resolved the issue with my Voucher. They said they were sending it to my email, but I wasn't receiving it (not even in my Junk Folder).

It finally came through last night after 6+ weeks of phone calls and emails and now I discover that many of the items that I want/need for my Cybertruck are OUT OF STOCK. With the Voucher, you have to use the entire $2,500 at one time or you lose any remaining balance. I tried to order Gift Cards for about $850 in addition to the items I ordered, but then it said that you CANNOT order Gift Cards with a Voucher!!! I'm so pissed right now that my hands are shaking! Tesla just continues to shoot themselves in the foot as it relates to Customer Service!!!

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