Tesla's biggest issue in HK

[jumpman]

I feel compelled to make some comments on this topic after 3 months of ownership. I've had my fair share of problems with the car from screw ups on paperwork to scratches at delivery and a slew of tech issues.

I can to some extent accept that given we're on the bleeding edge of tech, there are teething problems. The issue I have is I continue to discover things about the car that no one at tesla ever mentioned prior to purchase or during the order.

Things like dual charger, centre console, 32A charger. I ticked all the options on the list but was never told about anything else. Surely this is easy money for tesla and i can't understand how they let such simple things drop.

 

[ediot]

i feel like this is quite an issue. I consider myself quite thoroughly well-versed in most aspects of the model S as i had to stretch a bit to consider buying it financially. throughout the buying experience, the infomation that Tesla HK staff has provided to me was quite inadequate. The Sales staff was ok, but a lot of stuff he didn't mention at all until i brought it up, e.g. dual charger, home charging amperages (my HPWC now runs at 32A 215V stable - giving me 45km of range per charging hour), availability of tire replacement options on the 21" rims (jesus they're expensive), whether I could upgrade the connection to 4G/LTE whilst making my order (a big fat no, unlike the US), rear-facing childseat (HK TransDep banned them apparantly).

The Delivery Specialist experience that i had, was something else. I've made a thread about it here:
How was your and car collection experience?

 

[ifung90]

I think the biggest problem in hong kong is charging and service center ..

but the sales staff could be better trained to provide better descriptions of the optional equipment for sure. I would easily have included the center console into the finance without a second thought. I would definitely optioned OUT of the 21" wheels (forced to in my P85D purchase as per the system) and I would 100% get the LTE upgrade if it was available (which it should).

 

[ediot]

I think the biggest problem in hong kong is charging and service center ..
................
I would definitely optioned OUT of the 21" wheels (forced to in my P85D purchase as per the system)

in the "Elon is in HK 26 Jan" thread, it's been mentioned that they're opening a service centre in HK. I just hope their staff is up to par when it opens.

I cannot find the source now, but some guys have been trying out all different combos of tesla out on the drag strip in the US, and they find that this gives the best accerleration:

1. car at 90% battery charge (any higher or lower and it doesn't give the max amperage)
2. P90D with Ludicrous mode enabled
3. air suspension set to Low
4. no pano roof (its a weight thing i guess)
5. use 19" wheels

whilst 21" wheels are meant to give you more grip due to contact surface area, they findings is that 19" wheels give a faster 0-60mph time.

 

[Lerxt]

The new service centre is about 3 times the size of the old one, In my long experience with Tesla I have found them exceptionally good at looking after customers when they know your issue. Tesla does know they need to increase capacity and they are doing it.

There is nothing secret about the other issues raised. All of this is to be found on their website and places like this. You also have to appreciate that Tesla are continually improving their cars, so some stuff takes a while to be documented.

 

[Titus]

in the "Elon is in HK 26 Jan" thread, it's been mentioned that they're opening a service centre in HK. I just hope their staff is up to par when it opens.

I cannot find the source now, but some guys have been trying out all different combos of tesla out on the drag strip in the US, and they find that this gives the best accerleration:

1. car at 90% battery charge (any higher or lower and it doesn't give the max amperage)
2. P90D with Ludicrous mode enabled
3. air suspension set to Low
4. no pano roof (its a weight thing i guess)
5. use 19" wheels

whilst 21" wheels are meant to give you more grip due to contact surface area, they findings is that 19" wheels give a faster 0-60mph time.

First thing I did was order 20" aftermarket to swap with the 21". The 19" might be fractionally faster due to lower unsprung weight to spin up but the grip thing is only true if Tesla delivered your 21" with staggered setup. Mine came with 265 width on the back so bigger contact patch than the 245 all-round but there's another thread here where an owner was promised staggered but received non-staggered 21". Actually I have 275 on the back now on the 20", fantastic grip but higher wh/km usage.

As to the product knowledge by staff, it should improve over time. Even for "car guys" who knew everything about ICE cars would be a complete newb if they became a sales for Tesla the first day. And they don't even hire "car guys" to be their team other than the actual technicians I guess; they like Apple and Samsung people.

The new service dept that everyone hounded for should put a rest to the complaints of 3 months wait for annual maintenance.

 

[jumpman]

Charging is a problem but it was always an issue from day one before purchase and its also a worldwide issue. To Ifung's forced 21" purchase, I'm surprised since it was an option at the time of my ordering and I chose no.

My problem stems really from a lack of knowledge by the sales people and the delivery specialist. Theres just too much after the fact conversations with Tesla that I get upset about. The number of conversations that involved the sentence "why didnt anyone tell me" is beyond count. When I visited the dealerships in Seattle and Vancouver, the knowledge level was very high and they were able to inform on all the options that weren't listed in the main ordering form and explain how things work or the very least got back to me ASAP if they werent sure.

Its a car purchase no doubt, but the car ownership experience has scored very low in my books.

 

[markwj]

Charging. Definitely charging. Home/workplace charging in existing (not newly constructed) buildings in particular.

 

[samleemc]

Charging. Definitely charging. Home/workplace charging in existing (not newly constructed) buildings in particular.

I can't agree with you more. And if Tesla has a team who dedicated to help customer (other than just providing basic advice, which can be provided by any Electrician), I am sure their sales will boost at least a few 100%....

Charging, Charging, Charging!

 

[ifung90]

charging is an issue.

after may 1, 2015 they forced p85d buyers forced 21" option as "safety".

I think they changed that back later in the year. I agree lots of sales people do not know their product, but tesla's staff was especially bad at telling you optional extras like the center console. That is not on the option list. That's a dealer installed option.

 

[Lerxt]

charging is an issue.

after may 1, 2015 they forced p85d buyers forced 21" option as "safety".

I think they changed that back later in the year. I agree lots of sales people do not know their product, but tesla's staff was especially bad at telling you optional extras like the center console. That is not on the option list. That's a dealer installed option.

There are no dealers. Tesla is not interested in the centre console for the MS,that's why they don't make it for all interior finishes.

 

[gubes]

I see 2 big issues:

1. Biggest issue is the lack of after sales service people. They are simply understaffed. Given that the car has lots of niggling issues, this is crucial in having a positive user experience - it is clear that the user experience is higher in places like the USA, where they have invested enough in their after sales service network.

2. Popularity of Teslas leading to a shortage of supercharging spots. I had already foreseen this happening when I placed my order, so I made sure that I was able to install a charger at my home parking spot. As a result it is a non-issue for me personally and why I could justify only going for the 70D rather than an 85 or 90kWh model.

Both of the above problems are not difficult to fix. I suspect that Tesla is making good money in Hong Kong and they could easily hire more people.

On the 2nd point, I think the easiest way to fix this problem is by introducing a Tesla Valet service. Building more superchargers requires getting approvals in shopping malls etc. So even if Tesla wanted to build more, they could find it difficult to get approval. For instance, in Cyberport, there are 8 spots but I notice that for example at 6pm on a Friday or Saturday, they are all taken. If you peak through the windscreen of the cars being charged you will notice that at any time 5 or 7 of them are already fully charged and you have to wait for the owner to return from watching a movie etc before the spot becomes available again.

If you had a valet service, the Valet employee would simply move the car once it is fully charged to an empty parking spot. In effect you would increase the utilization significantly. This is only going to get worse once the Model X start getting delivered as I suspect in Hong Kong, Model X sales will outnumber Model S deliveries by at least a factor of 2 to 1.

 

[Titus]

Battery swap.

 

[DITB]

Battery swap.

Although proven not popular during testing in California last year, I think it would work quite well for Hong Kong.

Of course, it depends on the price. But for many ICE car owners, that would be the single item they (might think they) need. Just like some people can't live without the transmission tunnel obstruction of ICE cars, and must have a centre console.

Given the option, I think many people would like a swap option - the lower the price, the more popular. And even better: Offer the car without any battery, or a rented battery. Then you can swap between 60-90 kWh as you desire. Me, I could have done with a 60, from when I got the car in 2014 (looking back), but the uncertainty of charging stations (and other factors) made me get the 85 kWh version.

 

[Titus]

Although proven not popular during testing in California last year, I think it would work quite well for Hong Kong.

Of course, it depends on the price. But for many ICE car owners, that would be the single item they (might think they) need. Just like some people can't live without the transmission tunnel obstruction of ICE cars, and must have a centre console.

Given the option, I think many people would like a swap option - the lower the price, the more popular. And even better: Offer the car without any battery, or a rented battery. Then you can swap between 60-90 kWh as you desire. Me, I could have done with a 60, from when I got the car in 2014 (looking back), but the uncertainty of charging stations (and other factors) made me get the 85 kWh version.

Yea their California pilot program with two swap stations wasn't a hit because the conditions are quite different than HK. Almost every owner has home charging and/or work charging in California. And back then in those areas there's never line ups at Superchargers. Both conditions unlike HK. And I figured the physical foot print of 1 swap station might be like 3 regular SC parking spots maybe; it easily beats 3 SCs in terms of swap time to charging 3 cars for 50mins each. Two swap spots could replace like 6 or 8 regular spots. Though the large amount of depleted battery handled might need a design suited for HK demands.... but Tesla has smart people to figure that out.

Considering a full tank of gas costs around 800 HKD, I'm willing to pay 200 HKD in situations like we have now where waiting time hits 30mins before the 50mins of charge time. Maybe Tesla can build that into the cost of purchase like they did with the life time Supercharging.

I remember lots of talk of that model where people rent or lease the battery but not sure why no brand has done that yet

But back to swapping, everything would be fixed if more building management allowed installation of chargers.... then again we sound a little impatient as the EV explosion (lol) only started within less than 2 years. I'd say with the slump in construction and gloom and doom for HK construction business, the gov should fund a massive project to install something like 2000 medium speed chargers in HK. Instead of another zillion dollar bridge or cultural center, that'd be a project I would put my tax.dollars towards