There's a tendency for people who're upset to leave reviews more than happy satisfied customers. Just human nature. So far my experience has been generally very good, although I haven't (quite!) got the car yet, so can't comment on after-sales service. I think some people tend to overstate how good the major (German) premium manufacturers are at customer service. I've personally found Audi to be a pain in the backside to deal with - my order for a new car from them took four months and even then they got the spec wrong, and I didn't hear anything for three of those four months, so Tesla have comfortably exceeded this experience (assuming my car arrives smoothly as planned on Saturday).
Clearly there are some issues and some people have had poor experiences, but I'm not going to get too concerned over 168 reviews over 5 years, especially when 38% are very positive.
Depends on your expectations really. One of the recent reviews seem to be very upset that the sales team wouldn't drive a car out to his home to test it out on his drive. Given the number of new customers/deliveries going on at the moment I'd consider such a request to be a long shot at best, certainly a 1* review if they couldn't accommodate this seems a little unreasonable to say the least.
Right now is crazy busy time, so I'd expect a few people to be a bit disgruntled if they can't get the attention they think they deserve. I'm sure it will improve once the waiting list for M3s gets down to more normal levels and the teething troubles with the massive amount of new cars delivered recently get sorted out.
