I have been a Tesla customer since 2012. In my opinion, customer service has changed a lot. You used to feel special any time you dealt with a service center. Now, it’s extremely hard to get through to a human and even harder to schedule service. That said, when you do have to interact with the local service center, they are always pleasant and professional.
I just think we are all feeling their growing pains. Personally, I believe there is room for immediate improvement when it comes to customer communication. Maybe launch a PR department. The problem is, it is probably impossible to quantify how much making customers happier than they currently are will increase their bottom line. In this particular pandemic world, they have decided that saying nothing is better than saying just about anything. Maybe it’s the right strategy on their part. But, as I have stated in a really old post, one could argue their silence is essentially an unfair business practice. It is conceivable that had they communicated about some of their issues over the last year, some customers may have chosen alternative vehicles. Instead, they kept our deposits and our attention.
I do also agree that the vehicle is amazing. And, despite their growing pains, to me, the company is still cool. I put a deposit on a Rivian R1S as a hedge. The Rivian is quite a bit cheaper. That said, if they were to deliver on the same day, I’d go with the MX Plaid, hands down.
