What we have here is the following:
-UNREALISTIC EXPECTATIONS: Resulting in complaints about policies like having to pay the destination fee when you order a USED Tesla and the policy of having to wait to get your refund, up to 8 weeks. As a private consultant, I had to wait up to 6 months to get paid by some the world's largest companies and government agencies. FACT: Tesla will make the refund payment under existing policy.
--Used cars are used. They have defects. Tesla warranties their CPO's so if you find defects, they will eventually be fixed. It may not take 5 minutes, like so many of our instant generation EXPECT, but eventually, it will be fixed.
-DOUBT THAT TESLA MONITORS this forum in the way some EXPECT: While there may be Tesla employees reading these forums, it is doubtful that the kinds of complaints we read about will be dealt with as a result of reading about them here. There is a process for filing complaints with a corporation. Use that process. Again, results will not be instant, and may never happen the way the complainant desires.
The process is a pain in the A#$ but that's the world in which we live.
-TESLA HIRES HUMANS all over the world: Because of that and since humans are far from perfect, it is a hit and miss proposition.
Sometimes, if a company is fortunate, they actually find an employee who cares about their job and the company they represent. But the truth be known, in this day and age, those kind of employees are few and far between. As fellow humans, if we have a bad experience with a human representing a company, we need to move on and hopefully find a human who actually cares and listens. How many of those do we honestly know???
-THE TIMES, THEY HAVE CHANGED: Tesla is not the only company that has moved away from as much human contact as possible.
For the past 15 years, companies have been searching for ways to automate contact with their service departments. Called the phone company lately?? How about your doctor's office?? Press 1, Press 5, Press ......forget it. OH, if we could only go back to the days of human customer service!! Not gonna' happen. Yes there are still some small businesses that try to give that human touch but they are fewer and fewer. We'd all love Tesla to be one of those companies but with techno world we live in that is likely too much to expect.
MORAL TO STORY: Tesla is far from perfect, especially in many of their service centers. Many have experienced great service from mobile units and even some service centers in some areas, but the company has been unable to provide a consistent sales and service experience. With the pace of Tesla's growth it is unlikely they'll be able to fix the kinds of problems that cause the kinds of complaints we read about on this and other Tesla forums. So our EXPECTATION should be low in this regard, and if we have a better experience, we should be happy that we didn't have to put up with the crap that others have complained about.
P.S. My experiences with mobile service have been great. Not so much with the service centers where turnover and procedures seem to change anytime I have to stop in and the people skills are sorely lacking.