rude customer service?

[bktiger86]

Hey all. Hope everyone is having a great Christmas or holiday. Lately, I feel like Tesla customer service is losing its lack and becoming very very rude. I sent an email to the North America service desk to ask why am I not receiving the firmware update.

I sent the email on 12/22 but they didn't back to me until 12/27. And by the time they responded, I already received the update and they sent me this...

I don't know if I am thinking too much but it feels like they are yelling at me and kinda made me feel stupid. Whats your opinion? I feel like they could've worded that differently.

 

[NewTMSMan]

Could read that 2 ways I think. First is yelling at you, but could also be excitement that they took care of it for you so quickly. Might give them benefit of the doubt here.

As an aside what is 2017.50.97? As far as I am aware most recent firmware is 2017.50.2. Do you actually have 2017.50.97 on your car?

 

[tktktk]

You're thinking too much of it. End of story.
I have no idea of your occupation but if you are in management.....of any kind....the bottom line is that you got an answer that is straight and forward and somewhat timely given the holidays. Can't ask for more. Don't need to hold your hands on this one....

 

[bktiger86]

Could read that 2 ways I think. First is yelling at you, but could also be excitement that they took care of it for you so quickly. Might give them benefit of the doubt here.

As an aside what is 2017.50.97? As far as I am aware most recent firmware is 2017.50.2. Do you actually have 2017.50.97 on your car?

I think they mistyped there. I don't have the 50.97. mine is at 50.2

 

[jjh1234]

I think they mistyped there. I don't have the 50.97. mine is at 50.2

I believe 50.97 is the Tesla internal designation for 50.2. They work in mysterious ways.

 

[William13]

The Tesla reply seems very well written to me. What am I missing? I do not see any rudeness at all.

 

[navinsiri]

I don’t see any rudeness in the email. It seems to be written very politely. Although it is written very simply which could be Seen treating you as if you don’t know much about the topic, but you have to remember that many people aren’t as technologically skilled as the people here on TMC. Tesla is most likely writing in a way that can be understood by everyone even if it might seem over simplified to some.

In fact I’m impressed that they replied in 5 days. Last time I sent an email to Tesla North America, I got a reply about a month later. By that time I forgot what I was even talking about.

 

[TexasEV]

She wasn’t yelling. Young people use exclamation points routinely. She’s enthusiastic and was excited for you that the problem had been fixed quickly.

Remember this is not your father’s car company.

 

[arcus]

I don't know if I am thinking too much

You do. Emails are hard to decode when it comes to emotions they carry, don't overthink it

 

[TexLaw]

I agree. You're overthinking this. I don't care for all the exclamation points, either, but welcome to the world we now enjoy.

Just as an aside, don't worry about firmware updates. They come when they come.

Cheers!

 

[bonnie]

I didn't see anything rude. They were getting back to you over Christmas week & were happy to see the update had happened. Overthinking, absolutely.

Glad you received your update .

 

[jjh1234]

I don't see it as rude, but it probably could have been a little more professional. All the emails and calls I've had from Tesla have been very professional.

 

[T34ME]

I don't know if I am thinking too much but it feels like they are yelling at me and kinda made me feel stupid. Whats your opinion? I feel like they could've worded that differently.

You are thinking too much. It would be interesting to see the verbatim email you sent to customer service.

 

[dk1888]

At least you got a response. I've emailed them twice and never received a reply.

 

[pinball_player]

Seems to me to be a perfectly valid response. If it had some something like "As you probably are too stupid to notice, your car now has version xx", then I would be complaining.

But the way it was written is perfectly fine, and not rude at all. You are much too sensitive..

 

[BerTX]

At least you got a response. I've emailed them twice and never received a reply.

That was my reaction, too. I don't think it was particularly rude, but even if it is, it is a zillion times better than the crickets that have answered any of my communication attempts. THAT'S rude.

 

[Mickie]

Safe space, anyone?

 

[RogerHScott]

Maybe I'm just a dinosaur (I think I hear my wife in the background saying "Maybe? Maybe??") but in my Jurassic world the point of business communication is to get the desired message clearly to everyone, so if there's a chance it could be misconstrued you rewrite it to remove all doubt. That (IMO) unnecessary exclamation mark adds emphasis, but it is ambiguous what is being emphasized. Prefacing the statement with "You'll be delighted to hear that..." eliminates any ambiguity and still allows the (unnecessary) exclamation point.

All that said, when it comes to Tesla I think "clumsily casual" is a much better assumption than "hostile". I'm pretty sure you don't work there if you don't both chug the Kool-aide and believe that customers should and do as well.

 

[croman]

Wow, rough crowd.

 

[freeewilly]

I honestly don't see any problem with the response. Relax, you're too sensitive.