I don't even need transparency into "which car will they build next". If you ask me, Tesla management just needs to audit DS performance as whole.
Emails should be responded to in 24 hours. If on weekends, then by COB Monday. That's part of a DS's job ... to convey information sure, but to reassure the customer that Tesla knows what they are doing with respects to delivery, and is on top of it.
No lying or guessing. If you don't know, just say so. If it's an estimate ... say so. If you only have a hunch, convey that. If the customer gets mad, well, you can't please everyone but you can have your integrity and set expectations fairly.
Customers who are a little nuts demanding multiple or continual updates, or who become bossy "do you know who I am" types ... one email a day max otherwise send them to infinite refresh on mytesla.com to soothe their pain.
Overall ... I'm fairly happy with the communication with my DS so far, but don't doubt for a second others' experiences with DSs.
I had an informal chat with a loan agent who seemed to know quite a bit about individual DSs at Tesla. Some DSs were quite outstanding, candid, responsive. Others, "well they might get back in a few days, but you have to stay on them".
Tesla can and certainly should fix this. I think customer delivery experiences will improve and at least be consistent.
I think it's an easy fix too
