Funny. Not Funny.

[David.85D]

Found this randomly. Job ad for Tesla Service Advisor. Openings in multiple locations.... How many people think they have gotten this level of service from Tesla? Do their managers really think they are doing this?

Responsibilities:

• Answer Phone Calls, Emails and Drive In’s to address any customer concern with the highest level of response and attention
• Return missed phone calls, email in no less than 5 minutes
• Determine if technical solution can be resolved over the phone; escalate immediately to Shop Foreman / Service Manager to provide immediate attention
• Accurately record issues and data into Dealer Management System. Attention to detail critical
• Conduct Transactions w/ system; walk customer through correction and provide summary
• Communicate estimated completion time, regular updates and follow through on each customer vehicle
• Coordinate the detail of every vehicle prior to delivery
• Coordinate the delivery time or pick up with each customer
• Follow up with Customer on services provided; ensure they are satisfied with the work performed

 

[David.85D]

Bullet Point 2: “no less than five minutes” is not the same as “no more than five minutes”.

Explains a lot. All the call backs I never got are all within policy!

 

[maximizese]

It does make you wonder what the practical problems are and the solutions to make them better. That's really up to Tesla to figure out and fix, but clearly we know the problems from the customer side of things. It sounds like their list of responsibilities are idealistic, but why can't it be consistently executed? Is it a failure at the top, mid-level manager, individual SC personnel, bad products that jams the SC demand, etc?

Curious to know when all of these problems will be resolved, I can't imagine the company continuing like this as they continue to grow their customer base with each new model platform.

 

[cucubits]

Found this randomly. Job ad for Tesla Service Advisor. Openings in multiple locations.... How many people think they have gotten this level of service from Tesla? Do their managers really think they are doing this?

Responsibilities:

• Answer Phone Calls, Emails and Drive In’s to address any customer concern with the highest level of response and attention
• Return missed phone calls, email in no less than 5 minutes
• Determine if technical solution can be resolved over the phone; escalate immediately to Shop Foreman / Service Manager to provide immediate attention
• Accurately record issues and data into Dealer Management System. Attention to detail critical
• Conduct Transactions w/ system; walk customer through correction and provide summary
• Communicate estimated completion time, regular updates and follow through on each customer vehicle
• Coordinate the detail of every vehicle prior to delivery
• Coordinate the delivery time or pick up with each customer
• Follow up with Customer on services provided; ensure they are satisfied with the work performed

It is funny... in all my interactions with them, I can say for sure that all of the advisors checked exactly zero lines out of all these.


On the other hand, to be honest, I probably can't do half of the things on my job description but we can't really make that comparison stick... these requirements from Tesla would be the common sense kind.

 

[MP3Mike]

It is funny... in all my interactions with them, I can say for sure that all of the advisors checked exactly zero lines out of all these.

So you are saying you have gotten every phone call and email returned in under 5 minutes?

 

[cucubits]

So you are saying you have gotten every phone call and email returned in under 5 minutes?

Nope, but I did return some on time. With Tesla, the email replies usually came either in 2-3 days and most of them closer to never. Phone call returns from tesla? pfft... never.

 

[MP3Mike]

Nope, but I did return some on time. With Tesla, the email replies usually came either in 2-3 days and most of them closer to never. Phone call returns from tesla? pfft... never.

So they did check one of those lines.

 

[Cheburashka]

They can't return calls if the phone is disconnected..

 

[Barry]

Answer Phone Calls,

They have phones?!

It is funny... in all my interactions with them, I can say for sure that all of the advisors checked exactly zero lines out of all these.

Not funny. it's sad.

 

[Ostrichsak]

They can't return calls if the phone is disconnected..

In my experience you can't even leave a voice mail as the mail box is full. Phones are worthless with Tesla.

 

[Cheburashka]

In my experience you can't even leave a voice mail as the mail box is full. Phones are worthless with Tesla.

I tried calling my service center the other day and they dont even have the voice mail any more. When you select service you get an auto response to use the app for any requests.

And yeah before that it was always full.

 

[Ostrichsak]

I tried calling my service center the other day and they dont even have the voice mail any more. When you select service you get an auto response to use the app for any requests.

And yeah before that it was always full.

It's like they're not even trying to pretend anymore.

 

[Ande]

There are clearly no metrics on that "goals"
If it worked this way, it would be great.