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Service and communication (out of main)
- Thread starter neroden
- Start date
There ain’t no such thing as a “Free Loaner” (TANSTAAFL) if it’s during warrantee, it’s covered by the warrantee. If it’s outside of warrantee, it just means you are paying for the loaner as part of the service charge whether it’s itemized as such or not.
Bet TSLA
Active Member
Yes, I think so -- minimal involvement by Tesla. But, of course, it's pretty useless in an area that isn't well served by Uber. I don't know how Tesla has been handling that.
And it doesn't work at all for me because I won't do business with Uber. But I'm not complaining.
Buckminster
Well-Known Member
JRP3
Hyperactive Member
JRP3
Hyperactive Member
JRP3
Hyperactive Member
@Ogre
I agree with @JRP3 on this one. Tesla needs to have a reliable means for its customers to reach them when they need help. First principles stuff for Customer Service. I love that Tesla works hard to avoid having issues. But there will be issues. There should be the same engineering focus on having 1st principles communications as there is on product.
I shouldn’t have to drive to a Service Center to resolve an issue. And I don’t like not having any good options to reliably reach them when I travel. Depending on trip, I actually plot out where the Service Centers are, so I know where I could go if I did have an issue and the communications failed. Tesla is big enough now, with enough resource to do better.
Last comment - an example. I had a business trip Monday-Tuesday requiring me to drive to Harrisbug, PA. Visited with a number of colleagues who had never been in an S, and of course I took them out. Potential customers. I would love to be able to brag about the service vs put caveats around it.. both because I love the car and because I am an investor.
JRP3
Hyperactive Member
Most dealers will answer a phone promptly on a Saturday regardless of the vehicle age.
My personal Tesla Service experience is turning out to be incredible as the car ages, IMO. Regardless of how many accidental reasons I have to end up there due to bad roads and weather.
Huh?
"incredible" as in bad, or good?
I may have to move to your part of the planet. Our experiences have gone from outstanding (in 2013) to "How could it get this bad now that we have several new, six-figure Teslas and be treated like we've purchased 20-year old Kias with no warranty?"
As in good - I've had ~7 flats + 1 rim leak + 1 windshield replacement for various reasons over the 2+ years with my Model 3 Perf. Over time, Tesla service has stopped taking in walk-ins unless they're a safety concern. In more than one case, they gave me a discount on labor or made it free. This was while giving me same-day service lately.
Buckminster
Well-Known Member
At the other extreme, my Tesla resides about a two minute walk from the local service center. The last time my Plaid S visited there was in early September 2021 when it was delivered.
My previous Model 3P did not list an SC except for after a friend had an accident driving my car. It never again visited an SC. Obviously these are anecdotes so are not necessarily indicative of Tesla reliability. But...
Warranty Week does a good service by actually comparing per vehicle costs:
Those numbers clearly show Tesla's superior quality control. This chart only compared the two other US owned OEM's. They do have other charts that show many more, but those become a trifle cumbersome to view here. For those who care a search for "Warranty Week" is the quick solution. FWIW, historically most warranty claims happen during the first six months of use, hence are biased to reflect assembly, shipping and dealer prep defects. During Tesla's early years there we common shipping damage problems but these have diminished rapidly due to, essentially, better scale with shippers.
When we discuss Tesla's mobile service, Service Centers and similar issues it si appropriate to understand that the absolute scale of Tesla service facility needs can scale more slowly than it would were not quality so good. We can expect more Service Centers globally, but smaller and less expensive ones that would be needed for other OEMs. It is very logical to expect more stores, more popups, and more Superchargers scaling simply because those three directly help sell products.
As Tesla designs and production processes improve, vehicle design continues to simplify, the trends in the chart above will continue to diverge from other OEM experience.
For context just consider only three things:
-front and rear megacasting, eliminating hundreds of individual parts;
-new automated paint shops, vastly reducing rework;
-structural battery packs, whether Tesla or BYD, both reduce parts counts, simplify assembly;
Every single such item ends out with lower service needs, reduced warranty expense and cheaper build.
All of those things in aggregate allow lower prices, better margins and happier customers.
We should all remember those things as we agonize over issues related to rapid scaling, shouldn't we?
Buckminster
Well-Known Member
Presumably Tesla Roadside Assistance and Ranger services are different fleets and departments. It occurred to me that Tesla could save money and improve the experience by joining them.
JRP3
Hyperactive Member
Buckminster
Well-Known Member
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