Very frustrating
My prediction is that when there is serious competition, Tesla will throw some resources into Customer service and bring it up to a respectable level.
Folks that were treated poorly 2020-2022 will be impressed with the new attention to detail and good communication, people new to Tesla will enjoy their experience. Only ones who feel seriously slighted will avoid Tesla. I figure that percentage will be small.
When Tesla production numbers were low and they were staffed in the SC for that volume it seemed Tesla was a magical company. The videos of people picking up their new and CPO MS & MX showed a joyous occasion. The SA's knew the product inside and out. New customer’s had a personalized delivery experience. When M3 came out Tesla re-tasked Tesla Energy staff to help with M3 deliveries, fanboys and stockholders were volunteering to help with deliveries. There was an energy and excitement about getting your Tesla. Sometimes once production ramped you had to wait up to 3 months as car were first made for foreign markets then for the US and that was ok... they let you know and you understood the delay. You were kept up to date by your Tesla Advisor and then the delivery was planed around your schedule.
Granted Covid has broken the ability for a personalized delivery and they are all touch-less now but will they return to the class act they once were... I doubt it. Follow the money. How much of a sales dip occurred during touch-less delivery? Not much I'd imagine. How much has customer complaints mattered to the bottom line... not much it seems.
Change may occur when Giga Texas and Giga Berlin have burned down the back log. When they need to attract ICE customers instead of having mostly early adopters, fanboys and stockholders. When those Giga factories are pumping out cars with no assigned VIN's. When inventory builds up in the service centers. Elon with go on one of his famous firing sprees knocking off all the middle management who are doing as they are told. Keep costs down and margins up. He will blame the wave of negative sentiment first on the Press, the Media, Politicians, governments and then his staff.
It's when Tesla has to retool the management of the company to entice customers
not to buy the other brands cars, Brands who have their BEV's more mature, Brands that are restricting dealer mark ups and tapping into their existing brand loyalties.
I was a Ford guy (last 6 cars) who got tired of waiting for the Ford Explorer to go electric. They announced plans for the Mach-e and I ordered a Model X to replace my 2017 Ford Explorer Limited. I had been watching Tesla for years, wanting a Model X which was always out of my price range. When the price dropped I stretched my budget to order the $79K Model X. Then all hell broke lose Dec 2020...
Will the Model X I have on order be my first and only Tesla? Will Tesla sell me my next 6 cars? That's up to Tesla.