This is only about the Say question. Nothing more.
Reality:
Doesn't exactly have the same zing, now does it?
Again, it's not good. But hyperbolic FUD that exaggerates the situation is never warranted - anywhere, let alone in the highly public, highly reported on environment of an earnings call.
Earnings calls are not complaint boxes. They're a place to ask professional questions. Want metrics to hold Tesla to account for service and communications improvement? Just ask for metrics to hold Tesla to account for service and communications improvement. It's not hard. You don't have to berate them and exaggerate to get it.
Not good?! This is *horrible*. Because it means:
"Among Tesla customers who need support, 1 in 6 find service to be exceptionally poor, and 1 in 8 find it impossible to schedule an appointment on the phone. This doesn't even include the people who find service to be very poor, poor or subpar."
How is the question about many customers experiencing issues hyperbolic? 1 in 6 means thousands or tens of thousands of customers every quarter experience this. A happy customer tells 3 people. An unhappy one tells 10 people. Just counting the blue in the face, yelling, screaming desperate customers may dissuade more than half the buyers.
After the initial purchase and euphoria of owning the car, the long tail is all about customer service and support. The large base of customers becomes a liability if 50% of the people tell 10 other people how bad the service is.
I googled Tesla service and looked at what people were saying here.
Guide to Find the Best Car Brands | ConsumerAffairs
For the last year, Tesla is dead last. Looking at review chronologically since April, Tesla rates 1.6 stars vs the second worst auto OEM which is around 3 stars. This is despite very high satisfaction for Tesla cars, which means service is far below the 1.6.