Is the insane lack of email responses/customer service I am experiencing common?

[Guruguys]

I have sent of about 9 messages in total to my Tesla Advisor and Tesla Delivery Specialist since I ordered my Model Y on 5/28. I have had responses on less than half of them and from the Delivery Specialist the responses have come 5-7 days form when I sent the email. Furthermore, the emails to the delivery specialist have all come in late at night (past 9pm) on a Friday, 5-7 days after I sent the email. Additionally, the emails I get back ask for the same information I have already provided in previous email!es that took 5 days (and each response asked for the same information that I had already given after the first response!). I am pretty certain I would already be in my Model Y had Tesla responded to my emails, which were causing their online system to loop (asking me to fill out a credit application which I already had and was approved). I received a text saying to prepare for delivery and finish the steps, but I couldn't finish the steps. A phone call to Tesla resolved that problem in seconds, and within hours I was assigned a VIN.

My least email was sent two days ago, I have heard no response again. I think it is insane that a company that requires purchases to be made online, that has 70k of my money, can't hire enough people to respond to what should be rather quick and simple emails. Is it just me, or is Tesla this bad all around with support/emails?

I have learned that calling Tesla seems to be the only way to communicate which doesn't make sense for an 'online company'.

 

[Guruguys]

The title was supposed to say 'Insane lack of email responses...'.

 

[Atrium]

I have sent of about 9 messages in total to my Tesla Advisor and Tesla Delivery Specialist since I ordered my Model Y on 5/28. I have had responses on less than half of them and from the Delivery Specialist the responses have come 5-7 days form when I sent the email. Furthermore, the emails to the delivery specialist have all come in late at night (past 9pm) on a Friday, 5-7 days after I sent the email. Additionally, the emails I get back ask for the same information I have already provided in previous email!es that took 5 days (and each response asked for the same information that I had already given after the first response!). I am pretty certain I would already be in my Model Y had Tesla responded to my emails, which were causing their online system to loop (asking me to fill out a credit application which I already had and was approved). I received a text saying to prepare for delivery and finish the steps, but I couldn't finish the steps. A phone call to Tesla resolved that problem in seconds, and within hours I was assigned a VIN.

My least email was sent two days ago, I have heard no response again. I think it is insane that a company that requires purchases to be made online, that has 70k of my money, can't hire enough people to respond to what should be rather quick and simple emails. Is it just me, or is Tesla this bad all around with support/emails?

I have learned that calling Tesla seems to be the only way to communicate which doesn't make sense for an 'online company'.

Sadly, it is. The cars make up for the horrible service but as a driver of two model s since 2012, you don’t buy this car for the service experience.

 

[trace]

The customer service is a joke and it's a joke how it is continued to be handled. Elon said many moons that it was his top priority, obviously not. Companies of all sizes handle are able to remedy these scaling issues within a reasonable amount of time.

I personally have not done it but I've heard going into the service center to talk to someone may be a quicker way to get help.

 

[TomServo]

When you have no competition you can get away with this.

 

[Guruguys]

My rep responded a few hours after posting this. Big coincidence i guess. They claimed they were out of the office for the past 8 days... there should be some system in place to account for that I would think.

 

[captanzuelo]

They've never responded to any of my emails or texts(while car was in for service). In person, they are very helpful and appear to show concern. However, I have given up trying to contact anyone via correspondence.

 

[Biturbowned]

Yeah I've been ghosted by the people that reach out to me by text. The communication is horrible.

 

[Mike_TV]

What's the best route to escalate stuff like this? Is there a phone number to call? Should the local SC be the first point of contact?

 

[Biturbowned]

What's the best route to escalate stuff like this? Is there a phone number to call? Should the local SC be the first point of contact?

tweet at the Tesla cult leader? No idea.

 

[WattMeWorry]

It is typical.

It took me close to a year and hours and hours of my time to get my Powerwall $500 deposit refunded.

If you can get a person on the phone and get them to own the issue it can be better. Got the local Tesla delivery team in on my Powerwall refund and they were helpful but still took forever. Said check mailed several times, Fedex number for an envelope that never shipped. Stopped returning emails. “Canceled” dozens of times on website. My suspicion is Tesla jobs are very low paying and employees are not empowered to resolve anything. You can never speak to anyone who can actually resolve something. There’s a big barrier between customers and anyone in management (non-existent).

My Model Y is pretty sweet, so...

 

[mpstryker]

It seems to be the policy of Tesla Customer Service NOT to reply to email ever for either the energy products or the cars. All communication is one-way, usually as a text or a voicemail from the customer service person. This is unfortunate because a one-sentence, reassuring email saying "I got your message and we are looking into it [or taking care of it]" would take almost no time from the customer service rep and would make customers, who otherwise have no idea if the message they left was ever seen by anyone, MUCH happier. You can leave a phone message that they should contact you or do something, and there is often no response, or one delayed by weeks.

For urgent issues with the Powerwall/solar function after its installation, things are different. A service person is available on the phone after 5-30 minutes, and those people are helpful and do escalate the problems to a higher level if they can't solve them remotely or by getting the customer to do things while on the phone with them. The higher level people have responded within the month.

Overall, the experience with the work done in response to issues that arise is good, but Tesla could make the customers much happier by responding as suggested above.

 

[Somm]

Yes, your experience is typical. I find from a service perspective, Tesla doesn’t respond to text or email messages and calls go to vmail and are never responded to.

I have found that the best (only) way to get responses is to obtain the email of the manager at your local Service Centre and Forward your unanswered messages to them.

Fortunately, my car has not had any significant issues and thus I only have had to use this method a few times to obtain info re upgrades or regular maintenance.

Do not buy the car unless you cab tolerate this level of service.

 

[RheesB]

I have never had a good experience with Tesla via the app, emails, phone messages, or texts. From delivery that was a cruel joke, to no-response from service to questions or suggestions, and I have tried calling and emailing the parts department in Seattle-Westlake multiple times in an effort to get a price on a 18" wheel without a tire. I even had a sales person email them but no response. I made a long angry message to that customer support selection on the account pages and got message to call or email parts for the price. It was as if the guy who texted me did not even read my messages.

When you can sell more than you can make......

 

[RheesB]

But, TSLA at $1494 right now!!

 

[chimerasaurus]

I can echo the experience above. Communication from Tesla is:

• One-way
• Asynchronous
• Limited and narrow

For my VIN matching, I have been in touch with two SCs about matching and the most I get is "we will let you know." Basically the same as when I ordered my M3.

The car is exceptional. The customer service is not.

 

[Tolstoshev]

It is typical. I've even resorted to finding my regional sales director on LinkedIn and connecting with them that way.

 

[theganjaguru]

Par for the course. I believe Tesla may not have enough delivery specialist to meet demand.

Tesla customer service is garbage. I’ve left multiple voicemails, no calls have been returned. Submitted inquiries via their online forms. Heck, I’ve even used twitter to contact them. All I get are crickets. Is it that hard to give someone a courtesy call once a week?

It’s not like you’re buying a pair of flip flops and can just get another pair until the ones you ordered arrived. But they treat it like that. I thought dealers were bad, but at least a dealer returns your call.

Tesla acts like they’re doing you a favor when you purchase a car. I am past the point of justifying with my spouse and have actively started to look at other options because of Tesla’s horrendous customer service. Shame. I really wanted this car. Now I can care less about it

 

[theganjaguru]

Sadly, it is. The cars make up for the horrible service but as a driver of two model s since 2012, you don’t buy this car for the service experience.

So when it does need service? Get in line with the rest of the lemmings and pray you get your car back one day?

 

[Lebowski509]

After reading many posts about the poor customer service, which seems to be the more prevalent experience, I just want to say you can have a great experience to all those reading.
I found my delivery advisor to be extremely responsive, never waited for more than a few hours for a response to an inquiry, and I had many.
I also count myself as extremely fortunate and lucky. I’m not sure if I have the world record for the quickest delivery. I ordered my MY at the end of May, at the time advertising was 8 to 12 weeks for delivery. I had a Vin number in four days and took delivery after 11 days. The only issue I had was the car was delivered without it’s temporary tags but they quickly resolved this issue.
I totally feel for everybody that’s having these terrible problems just want anybody else reading to know, it can go really smoothly and you can have great customer service. Its really hit and miss I think.