I think that your expectations of the cars and service depends a lot on what you are used to. If you are coming from a non-luxury brand, the online service scheduling, mobile service thing is likely to make you very happy. If you are coming from a Lexus or a better German brand dealership, (and these dealerships vary wildly) then you might be nearly as impressed. I for one think that Tesla has a long way to go to catch up with their level of after-sales (and even during sales) service and are damn lucky that the cars don't have more stuff to go wrong. If Tesla were trying to run an ICE car company this way they'd be out of business. The inability to get through to a human, and the way they don't follow up with regular consistency just isn't good, and it isn't sustainable, especially as the fleet grows and grows. Parts availability is still a mess, and some of the service lead times are WAY too long.
Having said that my service appointments to date have been "ok". Certainly mobile techs are a plus but scheduling to get into the service center leaves something to be desired. Perhaps it's just been that I can get in to any of the dealerships I've frequented in the last decade within 48 hours and get a loaner as well? Not sure.
I think some of the answers I've seen here and in other threads are a bit harsh. And the trope of "it's forums, no one comes here to say positive things" is tired. I've been around auto forums for 15 years (yikes) and gotten to know some people online very well and met quite a few in person. The majority of people on forums are positive and enthusiastic about their car. They join forums because they want to enjoy their cars MORE not less. There are always people here and there that join and immediately start bashing the car / dealer / brand and you can tell they are just there to vent. Those people are usually dealt with quickly by forum regulars and realize that the forum, if it's a good forum, is way more positive and no one wants to hear someone bitch. So when someone does bitch, especially someone who has been around a while, is a frequent poster, or both, it's usually for legitimate reasons.
The other thing I notice is that for many Tesla owners, the Tesla is the first car they actually give a crap about. The first car that WOULD inspire them to join a forum. To participate. To mod the car. To get under it's skin. It's the type of car and the type of brand that naturally encourages that and it's one of the things I like about the car. But because this is many owner's first time behind the scenes, they're now seeing how the sausage is made and it's not only pretty. If you're into cars, been in car forums for a while, understand how dealers work, how the sales process goes, how technical service bulletins and service campaigns are different from recalls, what goodwill is, and how having a trusted service adviser can make your ownership life more pleasant, this is a different world than if all of this is new to you.
So if you can help new guys, please do. Remember you were once one too.
