So I'm having a terrible time dealing with Tesla Service on a 2023 Model X. The location I'm at is Dublin, CA. The Model X forum doesn't seem to have any recent positive things to say about this place, and the rest of TMC seems to dislike Dublin as well.
The service ambassadors (the frontline folks) are basically fighting with one arm tied behind their backs; and it's clear they're doing the best they can. I don't think Tesla's boots-on-the-ground team (editisn't) is the problem. These folks seem to be trying really hard for the most part.
It's got to be something higher up, and as much fun as it is to blame Elon for everything, there's probably something else going on that is worth exploring. So my hypothesis is that Tesla at some point in time has tried to re-energize their service centers as sales centers. It seems all the high-ups Tesla has installed are former retail folks; not former automotive folks.
I'm pretty sure TMC has strict rules on doxxing even with public information, so I won't name names. But, the regional manager for Tesla's Pacific Northwest is formerly from Nike and GAP Brands. The GM for the Dublin, CA location is formerly Louis Vuitton and J Crew. These folks have never worked at a service center or run post-sales support. They don't seem to have any background other than with retail sales and corporate site operations. Yes, GAP and LV are customer-facing for issues, but their #1 directive is generating sales. The stores are trendy, try to be inviting, and get people to buy.
Since vehicles aren't commodities that can be quickly swapped with a new unit if there's a defect, I think Tesla's own placed folks don't know how to properly execute the steps necessary to give a positive post-sale experience for automobiles. A BR store will stock garbage on the shelves because the QA is done by the manufacturer or distributor. If there's a poor yarn density or poorly fitting pattern, the stores aren't really the ones to give feeback to improve the product. But Tesla's could benefit from folks that understand post-sale service is high-touch and complex. They should be providing feedback when manufacturing is under-delivering on quality.
Anyway, just an observation while I sit through a 2 hour zoom meeting. Am I off base? Do you all think Tesla's service/physical locations are fine with retail-experienced (but not automotive-experienced) leaders?
PS, I'm not a scientist, so maybe I'm not using the word "hypothesis" correctly. Since this is a question I cannot test heh.
The service ambassadors (the frontline folks) are basically fighting with one arm tied behind their backs; and it's clear they're doing the best they can. I don't think Tesla's boots-on-the-ground team (edit
It's got to be something higher up, and as much fun as it is to blame Elon for everything, there's probably something else going on that is worth exploring. So my hypothesis is that Tesla at some point in time has tried to re-energize their service centers as sales centers. It seems all the high-ups Tesla has installed are former retail folks; not former automotive folks.
I'm pretty sure TMC has strict rules on doxxing even with public information, so I won't name names. But, the regional manager for Tesla's Pacific Northwest is formerly from Nike and GAP Brands. The GM for the Dublin, CA location is formerly Louis Vuitton and J Crew. These folks have never worked at a service center or run post-sales support. They don't seem to have any background other than with retail sales and corporate site operations. Yes, GAP and LV are customer-facing for issues, but their #1 directive is generating sales. The stores are trendy, try to be inviting, and get people to buy.
Since vehicles aren't commodities that can be quickly swapped with a new unit if there's a defect, I think Tesla's own placed folks don't know how to properly execute the steps necessary to give a positive post-sale experience for automobiles. A BR store will stock garbage on the shelves because the QA is done by the manufacturer or distributor. If there's a poor yarn density or poorly fitting pattern, the stores aren't really the ones to give feeback to improve the product. But Tesla's could benefit from folks that understand post-sale service is high-touch and complex. They should be providing feedback when manufacturing is under-delivering on quality.
Anyway, just an observation while I sit through a 2 hour zoom meeting. Am I off base? Do you all think Tesla's service/physical locations are fine with retail-experienced (but not automotive-experienced) leaders?
PS, I'm not a scientist, so maybe I'm not using the word "hypothesis" correctly. Since this is a question I cannot test heh.
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