Customer experiences vary for all brands. I have had very bad experiences on Porsche 996, BMW M3, BMW 535 and good ones too on other models. With Tesla my P85D had wonderful service, and it did need a little bit, nothing major. My P3D had collision repair, horrible, but precisely zero other issues.
We are being pretty selective and hard on Tesla. That is understandable, I suppose, since we want the service to perfectly match the wonderful cars. It does not.
There is not much point in matching anecdotes; there is not statistical rigor in swapping stories. Tesla vehicles do fail far less frequently than do typical cars, but they do get complaints about unfriendly controls. That makes JD Power and Consumers report report faults. They aren't faults but are not comfortable for non-geeky customers. so...
As technological comfort rises so too does satisfaction with Tesla. As technological comfort declines so too does customer satisfaction. After all, operating a Tesla is fine if you're addicted to your smartphone. If not, you won't know how to do much of anything.
When things go wrong, screens, control units, anything else, usually the culprit is some technological update issue or unusual control. Those are huge issues to the uninformed.
As for recalls vs charging people for updated chips, probably everyone really thinks those ought to be covered by Tesla. After all they knew about a red/write limitation that very very few of us knew. At worst they should have made replacement easy...and so it goes. We are owning technological marvels, we expect service to be rare and cheap or free when it is needed.
Once the immediate issue has been resolved there will be others. That is what happens when we are facing the future.
