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Executive Escalation - Hoax and a Joke

Discussion in 'Tesla' started by haasnoot, Sep 10, 2017.

  1. haasnoot

    haasnoot New Member

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    The subject line is my opinion based upon weeks of experience with "executive escalation."
    First, the standard business definition of "executive" is a company officer with a minimum level that is typically a vice president. Nowhere in my experience with executive escalation was there ever anybody involved in my issues that was anyways close to being an executive. It started off with a near entry level customer service specialist who later in the process became known as "from the office of the president" but it was still same person.
    While my Tesla S is a 9 or a 10 on a 10 point scale based upon its performance, Tesla customer service has consistently been a 3 or 4 on a 10 point scale. To be clear, all of the many people I've talked to over the last nine months have been good people who wanted to help. What is absolutely remarkable is that 11 different people at some time in my conversation with them said this exact same statement - "they never tell us anything."
    Therein lies Tesla's customer service problem. It's a company founded and run by engineers. Engineers in my more than 1/4 century of being an executive at major companies typically place a very low level of importance on customer service. That, in my experience, is profoundly true at Tesla. From the top, they do not have the systems, principles, and attitudes necessary to deliver world-class service that measures up to a world-class vehicle.
    I will not go into all of the specific issues that I have had that required my interaction with Tesla customer service. Suffice it to say, they have been many and varied.
    And the experiences only got worse in the executive escalation process. People not responding to emails for weeks. People not calling multiple times when they said they would - including one time where they said they would call back a few hours later in the same day (that call has yet to be made weeks later). Zero resolution to the issues I raised in the executive escalation process.
    I make these points not to complain.
    I make these points as a plea to Tesla to get their customer service act together. I very much want to see Tesla be a great success. The early adopters and geeks were willing to put up with poor customer service. As Tesla expands its base of business to more general market, people are not going to put up with very poor customer service.
    Tesla, please wake up and get your customer service act together. The solution is going to come from the top, not the middle or the bottom of the customer service organization. The middle and bottom tend to be well-intentioned people wanting to do a good job but not given the tools or systems or information to do their job.
     
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  2. Canuck

    Canuck Well-Known Member

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    No. The standard definition is: "a person with senior managerial responsibility in a business organization." I've been in the business world for a long time and you are confusing directors and officers with executives. They are very different.

    It's not reasonable to expect the vice-president of Tesla, or any other of Tesla's directors and officers, to deal with your concerns.

    I ordered my car in 2013. If that makes me an early adopter then you can't include me as one who is willing to put up with poor customer service. I've had nothing but not excellent service and no one should ever experience poor customer service. Well, except maybe for geeks. (I joke because that comment of geeks makes no sense - geeks are some of the biggest complainers. ;) )

    Unless you give the specifics of your complaints, plus the dates of correspondence to/from Tesla and their reply, it does nothing to assist Tesla by coming here and complaining. In fact, it only makes you look like a complainer. In my view, it's only the facts that will allow us to judge if you are or not. The fact that you expect Tesla's VP to correspond with you tells me something about you though.
     
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  3. BluestarE3

    BluestarE3 Active Member

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    Keep in mind that this site is not affiliated with Tesla, Inc. in any way. Although a VP does lurk here as a member and, on rare occasion, will make a post here, it's not assured that he will notice your post. On the other hand, if your intent is to seek the advice of community members on how to deal with specific issues (based on their personal experiences), then you need to enumerate these issues.
     
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  4. Bebop

    Bebop Member

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    I gotta say that I agree on some points. Many others have had issues similar to this.

    The whole I'm not going to return calls or emails for 2-3 weeks during the post order confirmation process needs to be fixed for future buyers.
     
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  5. Tiger

    Tiger Member

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  6. ahkahn

    ahkahn Member

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    You, my friend, are out of your f'ing mind. Dealerships are some of the lowest level scums of the Earth. With their "screw the buyer as best you can" approach, I was pleased to deal with Tesla and not have to play the "let me talk to my manager" bullshit game, along with all the other nickel and dime "do you want the super coating and bottom sound proofing" crap while talking to a "finance manager" who is really a salesman in disguise.

    The only thing in the world a dealership is trying to protect is their revenue stream.
     
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  7. verygreen

    verygreen Curious member

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    On the other hand consider that with independent dealerships there's no way a vendor could ban a person from buying a (new) car (Tesla famously banned several people from buying before).
    Similarly Tesla famously does not let you repair your own car for the fear of losing warranty, withholds critical car components and plays other underhanded tactics. If you dare do it they want you to jump through various hoops to restore your "supported" status (and "nonsupported" means you cannot even buy unrestricted components from them (cannot ever buy restricted ones)).

    Not to say I am a great fan of the US-like dealership sales model, but remember dealers are more than just showrooms too.
     
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  8. BluestarE3

    BluestarE3 Active Member

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    You betcha!

     
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  9. Snowstorm

    Snowstorm Member

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    I had a serious issue (search for cracked a-pillar) with my original model S delivery in March 2017 and was treated with respect that lead to a positive resolution. I didn't demand "executive escalation" but the service team did their own escalation appropriately and kept me in the loop. Sure it sometimes will take a week or so to get an answer but they kept me updated as to what's happening and made sure I wasn't kept hanging in the mean time. I am now very happy in a s100d.

    What went wrong with your car?
     
  10. ahkahn

    ahkahn Member

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    Yep... I bought the car because I really liked the technology and believe in the mission of the company. The specific reasons you list above, for me, were icing on the cake! :)

    @verygreen , you should watch that video! My point exactly! And, for the record, I was a non-sales/non-service employee (IT worker) for a large high-volume car dealership and this video is PRECISELY what happens.
     
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  11. BluestarE3

    BluestarE3 Active Member

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    Maybe not a ban by a manufacturer, but dealerships certainly can and do:
    Report: Dealership Bans Customer For Bad CSI Score
    Ford Dealership Bans Another Customer For Imperfect Survey Responses
    http://jalopnik.com/new-jersey-dealer-refuses-sale-of-mercedes-to-indian-ma-1784946862
    Car Dealer Refuses To Sell You A Vehicle Without A Thumbprint
    Texas auto dealer accused of refusing non-white customers
     
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  12. verygreen

    verygreen Curious member

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  13. BluestarE3

    BluestarE3 Active Member

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    Then you buy a different car. Would you really want to buy a car from them if you had such major grievances with them that they decide not to sell to you (as with Mr. Alsop; the only such case of which I am aware)? Applying similar logic, if a dealer won't sell to you, go to a different dealer; if a manufacturer won't sell to you, go to a different manufacturer.
     
  14. verygreen

    verygreen Curious member

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    What if only Tesla meets my requirements?
    E.g. see the geohot case: Tesla made it difficult for hacker geohot to buy a Model S and use his own software to power Autopilot 2.0

    Grievances aside, why do you think you should decide when I had enough of whatever?
     
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  15. ahkahn

    ahkahn Member

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    Buy a used one?!?! Not sure why you're hung up on that. It's their prerogative not to sell you a car. A deal is made by two people - a buyer and a seller. They are under no obligation to sell you their product, just as you are under no obligation to buy it.
     
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  16. alcibiades

    alcibiades Member

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    I had a nice car buying experience at an Audi dealership within the last decade. The salesman texted with me and was very responsive and helpful. However, I only went to that dealership after a different Audi dealership had rubbed me the wrong way.

    Anyway, cute anecdotes aside, even if we assume that every car dealership is awful, that assumption in no way excuses Tesla from its own problems.

    Something can be better than something else with respect to certain aspects without at the same time itself being perfect or unassailable. IN FACT, to bring up the comparison in order to divert criticism from other aspects is a red herring.
     
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  17. ahkahn

    ahkahn Member

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    If you read above, the criticism was introduced as one of Tesla, being that they do not sell through dealerships. My point was that I find that as a positive, not a negative. My other point was that I have not seen a single dealership that doesn't have a screw-the-customer-in-disguise attitude.

    Service problems are going to happen, it's anywhere. We are all human, and we all make mistakes. It's how you deal with them that separates you from the bad vs. the good. If you approach the Tesla service workers with a condescending asshole attitude, you'll probably get an asshole response. If you approach them with respect and friendliness, you'll probably get the same response back. I've witnessed both ends of it myself while sitting in a Tesla service center.
     
  18. alcibiades

    alcibiades Member

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    That just means you pierced the veil on those dealerships, but that doesn't mean anything about Tesla.

    I invite you to read all about Tesla Service issues in the many threads about them. To pretend that it is largely the result of owners behaving like assholes is well, um, kind of the move of a condescending, uh, fellow.
     
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  19. verygreen

    verygreen Curious member

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    What if I don't want a used one (e.g. back then when geohot issue was taking place there were not used AP2 cars and he only needed AP2 car).
    For the market it's usually beneficial if the same goods are offered by multiple sellers, that provides healthy competition and is beneficial to consumers.
    Increasing number of sellers from one to more than one is therefore good.
    I am not sure why do you think you can decide for me what sort of car I should buy.
    Also you know that even buying third-party you still need to notify Tesla of your purchase and they routinely cut people off from updates and support based on arbitrary criteria?
     
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  20. tomas

    tomas Only partially psycho

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    Not arbitrary. Well earned.
     
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