The fact is, it is being addressed. Over the past year I have seen the service significantly improve. Last week I had an issue with my charge port door not closing. I put in the service request and the following day they called to set up a mobile repair. Two days later they were at my house performing the repair in my driveway while I sat inside drinking my coffee and watching TV. We were in phone and text contact in the days prior to arrange everything. Repair was finished an hour earlier than anticipated and I got in my car and left for work.
This is why more service centers aren't opening, because they are moving to this model of repairs when possible. It's a far better experience for customers and probably more cost effective for them. I live in LA which is likely among the first places that they are expanding their service efforts. But yes it's a "fact" that it's being addressed. Just because you haven't personally experienced it in your city doesn't mean that it's not being addressed anywhere else in the country. It takes time to implement this everywhere. That's likely why there are people on here disagreeing with you, because they've had a different experience.
No, it's not being addressed.
Maybe in your area (Las Angeles area getting attention? No way!) it is but I can assure you that it's only getting worse here.
I have a story from a week ago that started over a month ago and involved my charge port (a rather important part) malfunctioning and a quickly coming up road trip that would take us across many states over a couple of weeks. I'll spare the details but it included not being able to reach anyone, not receiving call backs, finally reaching someone and having them give me misinformation seemingly not concerned with my charge port actively failing, telling me parts needed to be ordered and then telling me we couldn't schedule due to the Ranger Tech being out-of-town, then my parts arriving but used on another customer's car w/o replacing/reordering/informing me, then having to wait for parts to be reordered, then that one person I was able to talk to resigning from Tesla with no replacement just like his supervisor that had quit months earlier and not being replaced and finally the Ranger Tech telling me he had two charge ports on his truck the whole time once he got back from vacation & he also informed me that there were 4 other techs that could have done the work for me while he was away when the service center told me we had to wait until he got back.
This wasn't a door handle failing that made my life slightly more annoying it was a mission critical part that could have left the car completely inoperable or left us stranded somewhere. This is but one recent example and I hate that I have several very similar to this. Once the Ranger Tech gets involved he's amazing. Stuff that wasn't even on the list of stuff for him to do (there's usually a list of several repairs once he finally gets dispatched) he's more than happy to do and all of his work is impeccable. The problem is the staff between he and I are one of the most incompetent groups I've ever experienced and I've seen my share of incompetence over the years.
So, maybe in your specific area it's improving but conversations with the one competent Tesla employee in our region leads me to believe this isn't specific to our one service center but it's echoed across most locations he's had contact with.
Some people would rather have cutting edge features in the car they drive every day instead of being schmoozed by a dealership...with cafe mochas. I would much rather have a car that can drive itself on the highway, has incredible acceleration, a 5-star safety rating in every category (safest SUV ever built) and updates itself every few weeks with brand new features, even if it means not having the red carpet rolled out for me in the two times it needed repaired. Other people prefer waterfalls and nibbles. To each his/her own.
Your entire premise is that we MUST chose one or the other. I don't see why we can't have a decent customer service. I mean, they've revolutionized every other aspect of business and yet can't manage to have a reasonable customer service experience from beginning to end?
This poor of customer service for this prolonged period is blatant. The majority has spoken and yet there's still a select few who excuse the behavior making it seem like everything is fine or at minimum on the mend. It's not. Not nationwide it's not anyway. Maybe a select few areas but that can't exist in 2019 as everyone is echoing the negative experiences so that's all the non-Tesla owners hear.
If I had a dime for every time someone who knows NOTHING about Tesla told me about a guy named Rich on YouTube who's videos told them all they needed to know about Tesla I'd have enough to buy a new Roadster. How Tesla treats it's early adopters and loyal customers now is preventing them from taking massive chunks of the market share and will hurt them immensely going forward.
Try to have a conversation with Amazon about why an amazon prime delivery of something the size of a deck of cards was not delivered to an Amazon locker with the reason “package too large”. Or an item is left on the side of the road leaning against the curb (according to the delivery person photo) saying “left in secure location” and walks away. Or any prime delivery missed the delivery day and all they can offer is “sorry”.
Amazon isn’t the answer either...
But at least I can be talking to someone from Amazon within minutes. Individual experiences are not always perfect but if I don't like the results I'm getting from one rep I can simply hang up or end the chat session and get another rep almost instantly who will likely fix my issue within moments. I also haven't needed Amazon customer care very often over the years and we have several deliveries per week. They have it worked out. Tesla doesn't have it worked out yet and their solution to endless requests for customer service seems to be making it more difficult for customers to reach customer service. As if that's going to fix the problems.
I want Tesla to succeed and artificially propping them up by acting like everything is fine when it's clearly not is going to usher them to failsville.
