Can confirm.I understand that, and if this were escalated to me as a manager for that department, I would be reminding all the workers:
"Please remember, for you, this may be 1 of 150 interactions on a topic for the day, for the customer it may be the 1st contact, please remember to treat each interaction as if you were face to face with the customer". Im also an old school person when it comes to customer service, and I value customer relationships (and am willing to pay extra for them).
As I said, it doesnt excuse the situation, it just explains it.
A better way to get the experience that some people want from tesla, is to actually drive down to a tesla store, do a test drive, and then order with the SA at the store that helps you. Then you have "An assigned SA at the store" vs "A random pool of people who handle all web orders". Once you place the order on the web, however, going down to the store will not switch your order to being assigned to someone specific.
I made the mistake of ordering online.
Now my SA is ghosting me.