Nah, these stories are normal. Tesla Service is a mess. Complete walking disaster. I really do think almost all the low-level employees are trying to do the right thing... but there's a huge level of corporate disorganization, and the result is that things *don't get fixed* and mistakes keep being made. The feedback loop from Service to Engineering (particularly Software Engineering) is substantially missing as far as I can tell, and there doesn't seem to be a coherent handbook on policy, and what policy there is is stupid and customer-hostile.
This will bite them in the ass eventually. Actually, that's when I'll sell the stock, if the problems are still happening, and I suspect they will be. Currently, every electric car manufactured will be sold because there's a huge unfulfilled demand for electric cars period. Once there are enough electric cars being sold to come close to satisfying demand, *then* this will start hurting Tesla. (At the rate competitors are going, that will take years. Oh. Also, the competitors' dealerships are mostly just as bad, so it will also require a competitor which behaves better. Maybe in 10 years?)
It will get Tesla a bad reputation which they might never recover from. Right now that bad reputation will be mitigated by... who else you gonna buy an electric car from?!? (Just like Microsoft had a horrendous reputation but you had to buy it anyway for compatibiity.) But eventually there will be enough options for other electric cars that it'll hurt bad.
If the other guys don't continue to sell from dealerships which are even worse. Which so far they seem to be doing.
And that's my thesis for when to sell TSLA stock at this point. I see no signs that they're addressing the most basic problems with service, communications, or legal, but it also doesn't seem to *matter* in the next several years. When those problems start to have a material effect on the company's performance is the time to get out.
My thesis is largely about the general awful quality of Tesla's competition. That's why I watch the competition, perhaps, even more than I watch Tesla. As long as the competitors continue to produce low numbers of (electric) cars and provide awful service, Tesla stock will have no problems.