There is some hope that Tesla customer service might improve with scale and experience.
- More delivery centres, unwinding the wave.
- More service centres and mobile service, improved quality, more experience.
- Similar on the energy side, improved products, more staff, more experience.
- As the business gets bigger, growth slows.
- More recurring revenue means less pressure to be lean and mean in all areas.
The other part of the equation is priorities, motivation and culture, that can't change less customer service is made a priority.
Overall I expect slow gradual improvement and it will remain a problem until it becomes a priority.
I see a lot of improvements in the last year. At first when the communication channel transitioned to being 100% through the Tesla app, it was a bit unclear how to contact service, which caused some months of confusion. Now we know that if you need service, you book an appointment, Tesla triage the request and contact you back, usually same day, then if possible solve with a Ranger appointment (or remote diagnostic). I had one booked last week on Friday for a loose wheel-arch trim, got a call on Thursday from the Ranger who "had some spare time, was in the area and could pass by, do it today", to which my answer was "sure!"
Since when did things like this ever get resolved sooner than planned, it's top-notch service, and having the foresight to have the necessary parts in the ranger's car (MCRed P85) ahead of time is smart
I also suspect that we here in this forum have probably experienced the worst of Tesla Service in the past, not least because many of us were early adopters, early build cars which needed some attention more than would be considered normal, also during the period when the company was scaling fast and through long periods of parts shortages, so our perceptions are skewed somewhat negatively. On Twitter, I interact with a lot of Tesla owners who've bought their car in the last three years and other than accident repairs, seems very few require any service these days. The build quality of the cars is way ahead of where it was