its quite acceptable that while you are starting out as a company, you dont have a collection of service centers already set and ready to go. so in the first few years, I would have given tesla a lot of slack and breaks.
but now? really? they have had enough time to build up the service infra and standardize on parts. and they choose to make it hard for customers to dialog with them. its an avoidance strategy and it will wear thin, trust me on that
this model is broken by design and wont last long-term. time will tell, but I doubt we'll see the other vendors convert to this from their existing model. the new guys will follow this model at first (due to startup limitations) but
the smart ones will not hide behind an app, afraid to even interact with THE CUSTOMERS.