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New Delivery - already Wowed by Customer Service

Discussion in 'Model S' started by mferris, Jul 1, 2015.

  1. mferris

    mferris Member

    Joined:
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    Location:
    Cary, NC
    Took delivery of my 85D yesterday, and after a few hours noticed a (slight) noise which took away my attention from the otherwise perfection that is Tesla. I then asked on this forum if anyone else has had a similar issue and where to start.

    Not only does Tesla monitor this public forum, but using the magic of the internet (and logic), they track people down and force them to have a good customer experience.

    This morning, my local Service Center (Raleigh, NC) called me and practically insisted that they pickup my car and leave me a loaner and look at this issue. I was going to live with the rattle for at least a week before I called them to see if it dissipated (trying not to be over-sensitive).

    This is a paradigm-shift from my previous Mercedes, BMW, and Lexus services where customer satisfaction manifests itself as me having to fill out a corporate customer survey after the local dealer called me begging/strong arming me into giving them the highest rankings.

    I'm now recalling back in 2002 when I bought a new BMW and it took 2 days, multiple (30 mile) trips back and forth at the dealer and then me personally disassembling the entire rear seat area to find out there was a loose screw in the rear window stop light causing a similarly minor, but even more grating issue.

    Kudos to Elon and everyone at Telsa for knowing your customers and operating a corporation with a common sense approach. I'm glad I already installed two 15-40 outlets in my garage as more Tesla products come to market.
     
  2. Max*

    Max* Autopilot != Autonomous

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    They did the same for me (I had a concern about the AC, posted on TMC, a few days later they called and scheduled an appointment to check it out).
     
  3. pgiralt

    pgiralt Active Member

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    The folks at Raleigh Service are awesome! I wonder how they figured out who you are... :)
     
  4. Max*

    Max* Autopilot != Autonomous

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    There are only so many deliveries of an 85D of a particular color on a particular day.

    The other option is email address. You register here with an email, you register with MyTesla with an email...
     
  5. mferris

    mferris Member

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    I'm more impressed that they've organized a workflow to monitor the forums, find issues, identify individuals, and then reach out, within < 24 hours.

    I specifically posted at TMC (and not at telsamotors.com forums) since I presumed they monitored their own site and was hopeful I could easily isolate or repair the issue myself, rather than wasting the time and gas to and from the Service Center. Wait, I guess gas is no longer an issue......even the problems are a little easier with Tesla (and other BEVs).
     
  6. mkspeedr

    mkspeedr Member

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    Location:
    Santa Clara, CA
    I am looking forward to the outstanding customer service - no one has called or emailed me yet. My car is production complete being prepared for pickup so I am sure someone should call me sooner or later.
     
  7. Todd Burch

    Todd Burch Electron Pilot

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    I LOVE the folks over at Raleigh! They are absolutely awesome. (Hi Gwenen and company!)
     
  8. SabrToothSqrl

    SabrToothSqrl Active Member

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    Such a night a day difference from Chevrolet. I bought a $55,000 Tahoe new in 2009, and was treated like dirt, and it was a bother to fix things on the car. I spent more $ w/Tesla, (but not much when you factor fuel costs, and oil changes, etc)... and am beyond thrilled.

    I am dying for Model 3, as I have two friends who want one, and am trying to convert my own mom to one!

    I love my S85 so much I want a P85D... my friends are like... you just got this one... I say yea, I know. I love it so much I want MORE of it.
     
  9. mspisars

    mspisars Member

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    Charlotte, NC
    This is freaking nuts, in an awesome way!
     
  10. Law&Disorder

    Law&Disorder Member

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    Proactive service--just one of the things that makes the Model S, the car of the future.
     
  11. pgiralt

    pgiralt Active Member

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    I was just joking. I know Mike and based on his user ID it's easy to figure out who he is.
     
  12. mspisars

    mspisars Member

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    The email address from TMC is public? Did not know that.

    I don't think they have access to the TMC database, unless there are some hidden agreements or something.
     
  13. Max*

    Max* Autopilot != Autonomous

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    I never said they were public. I was just speculating.
     
  14. jskenney

    jskenney Happy Member

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    Location:
    Maryland
    I think it is ingenious that they monitor these forums and work to make things great, I spent a year+ researching this car before I bought, and there are really only 2 forums (here and at Tesla), and these descriptions by customers can really sway someone who is on the fence about spending more then they are used to.
     
  15. InsaneDriver

    InsaneDriver Member

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    Location:
    Miami, FL
    I posted about high heat build-up from my HPWC and ended up receiving a call from my service center. They said, we heard you had a charging issue. I definitely appreciated the call but explained I was just looking for input from the forum members as to their experience. Learned a lot and ended up not charging at 80 AMPs for normal daily use.

    Anyhow, the fact they monitor and reach out to help is just incredible. My post wasn't a complaint just a question and they took the time to check in with me.

    I just had the car in for a slight imperfection in the paint we noticed at delivery. They had to order a part and scheduled the appointment once it was in. I was about to leave my office yesterday afternoon to pick up the completed car when the Service Center called. I was told during their final inspection they noticed someone scratched my window tint while the car was in their care and asked if they could keep it an additional day to fix it. I was literally floored, they proactively found the problem and fixed it for me.

    My experience to date is that TESLA Employees are special, they are proud of where they work and of what they do.
     
  16. kirkbauer

    kirkbauer Member

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    Location:
    Atlanta, GA
    I also received a call about a noise I posted about (which ended up being my wheel lock tool in the glove box!, but I knew that before they called me).
     

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