I'm not sure "banning" people with outlying service experiences is a particularly sound strategy, nor do I think
@roblab is lying about his experience.
I've also had a drama-free ownership experience with very few service needs over 120,000 miles. Should I not speak about that? I think it's an important element to consider in what I think is Tesla's biggest problem these days - inconsistency. The Tesla ownership experience is a crap shoot dependent on the quality of the copy you receive and the specific service center (or even service center employee) you are forced to interact with.
Agreed.
Personally, having been in business a while, working for service companies, and learning and having been formally taught about customer service, what I see in Tesla is a lack of institutional focus on customer service. I'm not talking about appeasing every Chad or Karen that comes through the door, but HONEST customer service that comes from doing the right thing, even if that means telling the customer no sometimes. Tesla doesn't seem to care CORPORATELY. Which means that your customer service comes down to how much the person you're interacting with gives a crap. And don't get me wrong, I've interacted with Tesla employees who do, really do give a crap. But you can tell there's no motivation for those who naturally don't. And so we get what we get. Inconsistent build, inconsistent product, inconsistent service.
I mean, about 3-4 weeks ago, I had a mobile service appointment scheduled to replace my horn. No biggie. The morning of my appointment I had a personal emergency come up, and I had to cancel and re-schedule. I rescheduled for a little over a week and a half out. Again, no huge biggie.
Right before my re-scheduled appointment, I get a note that the part I need is not available, and they have to re-schedule my service. Now, I say, what are the odds that someone ELSE needed a Model 3 horn in that span of 9 days and forced my appointment to be canceled? Was that an excuse? Was the mobile tech originally going to come out with no horn and have to order one? I don't know but it's very odd.