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

[Gurule92]

I have found this site MUCH better than Tesla Motors and X fwiw

Usually. For sure. I got off Tesla Twitter a while ago. I saw the writing on the wall when I got hounded for questioning why we are cool with Tesla software limiting our cars just to sell us back the performance later. I was cool with it when it felt like they discovered a way to unlock more power and had to charge us for the likelihood of more warranty claims, but then it happened on the model Y too and became a trend. Don't usually use TMC either. Not because of cultists, just dont

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[CT Owner Vito]

This is how Tesla saves money and pass the savings down to us. They could bake an extra 20% on their product and increase people resources, but I doubt anyone wants to pay extra so they could speak to a human quicker.

My Cyberbeast insurance with Tesla is $150/month and everywhere else quoted $450+. Granted it does take 2 hours to sort out any insurance problems.

My CB insurance is with State Farm, and I pay $150/month also. I also insure my new MX Plaid, my home, and have both umbrella and scheduled items policies with them. Of course, they are at additional cost. But since this thread is referring only to the CT insurance, perhaps my cost is due to bundling, as well as other, multiple discounts.

 

[CyberTW]

Usually. For sure. I got off Tesla Twitter a while ago. I saw the writing on the wall when I got hounded for questioning why we are cool with Tesla software limiting our cars just to sell us back the performance later. I was cool with it when it felt like they discovered a way to unlock more power and had to charge us for the likelihood of more warranty claims, but then it happened on the model Y too and became a trend. Don't usually use TMC either. Not because of cultists, just dont

Ya I find TMC less cultish and way too many negative people and “Well, actually…” dudes.. I tried it again yesterday when this site was down and immediately left

 

[CybertruckRN1127]

My CB insurance is with State Farm, and I pay $150/month also. I also insure my new MX Plaid, my home, and have both umbrella and scheduled items policies with them. Of course, they are at additional cost. But since this thread is referring only to the CT insurance, perhaps my cost is due to bundling, as well as other, multiple discounts.

Are you in California? My State Farm agent told me to stay with Tesla. They can’t beat and I have home and life with them.

 

[DarkEye]

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.

 

[tingmo13]

Reddit is packed with people who have no Tesla cars or T$LA but spewing hatreds back & forth. The age of social media is making mental health worse.

 

[Lasttoy]

8 years ago service was great.
Today it's horrible. Jacksonville has a huge new facility. 17 bays. Takes months for appointment. No place to park because of so many cars. Had a dozen CT last Friday. All nasty dirty. Only one in wash bay.
U do the math. Only SC within 100 miles. 100k cars. They need 3 shifts.

 

[cgladue]

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!

Never had an issue i handle it myself and dont complain, guess if you like to complain then it is what it is.. but ive had no issues with it so far

 

[InsanelyOK]

Never had an issue i handle it myself and dont complain, guess if you like to complain then it is what it is.. but ive had no issues with it so far

Congratulations on being so lucky. Just because you have never had any issues doesn’t mean they don’t exist and people should just be complacent or accept spending $100k and being treated with disrespect. I think it’s more torture to keep that to yourself than to vent a little bit and know you aren’t alone, but that’s just me. You do you and enjoy your stress free day.

 

[CyberTW]

Congratulations on being so lucky. Just because you have never had any issues doesn’t mean they don’t exist and people should just be complacent or accept spending $100k and being treated with disrespect. I think it’s more torture to keep that to yourself than to vent a little bit and know you aren’t alone, but that’s just me. You do you and enjoy your stress free day.

I didn’t say they don’t have issues. They have some real hard working people that take pride in their work. Saying that in this forum is not some aggressive move to prove otherwise.
I’m sorry you have had horrible time with them. Why you are here and even buying considering Tesla is beyond me because you are obvious are extremely mad at them.
I hope you have better days ahead

 

[InsanelyOK]

I didn’t say they don’t have issues. They have some real hard working people that take pride in their work. Saying that in this forum is not some aggressive move to prove otherwise.
I’m sorry you have had horrible time with them. Why you are here and even buying considering Tesla is beyond me because you are obvious are extremely mad at them.
I hope you have better days ahead

I’m not sure I was referencing anything you’ve Said.

You’re right though. I’m probably more mad than I should be. I’ve been a Tesla customer since 2021 and fell in love with the CT from day one. I’m here because I do enjoy the Tesla experience post purchase. I don’t think it’s a bad thing to air your grief over how a company can improve. Also, if you read my original post, I blame myself for these issues as well.

 

[motleytwins]

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!

Very well said!! Between our ‘18 MX and Cybertruck, we’ve given Tesla nearly $250,000 and yet we can’t get a live person on the phone without hours of effort and sitting on hold forever!

Ironically, yesterday, after hours of trying to reach someone at Tesla about my credit for declining the home powereshare option, I finally got a young woman who was extremely helpful! Like you alluded to, I was ecstatic to speak to someone who actually tried to help me! I was pleasantly surprised that, apparently, Tesla has increased our store credit from the original $700 to a total of $2,500 which is equal to the cost of the home PowerShare equipment on their site.

I’ll have to wait and see if her efforts actually bear fruit and I receive my credit anytime soon!?

 

[dartfork]

Local Tesla show room here (Maplewood MN) is laughably terrible. Almost everyone that works there is the most arrogant bunch of useless idiots.

 

[CyberTW]

I’m not sure I was referencing anything you’ve Said.

You’re right though. I’m probably more mad than I should be. I’ve been a Tesla customer since 2021 and fell in love with the CT from day one. I’m here because I do enjoy the Tesla experience post purchase. I don’t think it’s a bad thing to air your grief over how a company can improve. Also, if you read my original post, I blame myself for these issues as well.

Ya I wasn’t trying to disprove your experience or one up you.. I feel like this forum and these type can go down the rabbit hole of everything sucks quick and (if it warrants it, that’s fine), but sometimes for people on here, it is good to know that people do have good experiences

 

[InsanelyOK]

Ya I wasn’t trying to disprove your experience or one up you.. I feel like this forum and these type can go down the rabbit hole of everything sucks quick and (if it warrants it, that’s fine), but sometimes for people on here, it is good to know that people do have good experiences

Completely agree.

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