We will need a lot more Service Centers

[David99]

We all worry about delivery and Superchargers, but I think a big challenge will be service centers. Apparently in Norway you already have to wait months to get an appointment. In other countries it's similar. What about the states where Tesla can't operate a Service Centers. Setting up a Service Center is a little more work than a Supercharger. You need to find and train good people in many locations.

 

[Az_Rael]

IMHO this is what is going to make or break Tesla.

If they can ramp up the service center infrastructure fast enough to keep up with the production they will do well. They have plans to build many more based on the reveal, and this is going to be critical path for the 3.

They also need to improve quality at the factory, which will help reduce the service center loads. Also parts logistics is going to be huge.

 

[deonb]

You should watch the Model 3 launch event.

13:08 into it, if the link doesn't work directly.

 

[JBare]

Might be time for a career change....

 

[jeremyz]

I think that what Tesla needs is a lot less maintenance, not more places that perform maintenance. They still haven't delivered on the electric car promise of substantially reduced maintenance. Granted that my Roadster is more a science project than a production car, but it has needed way more service than our Leaf. In general, the Model S had has its share of problems like drivetrain replacements and door handles. I believe that the Model 3 will increase the quality through reduced complexity, learning from years of production and not pushing the limits as much. Ideally, the average person should be able to buy a Model 3 and not go visit a service center for 5 years.

 

[mikevbf]

Just this morning I was thinking about the Tesla master plan and what they need to do to accomplish in this next most important stage. Here is a summery of the road map to sustainable transportation with past and future challenges:

1) Roadster - expensive/low volume compelling electric car;
2) Model S - less expensive/medium volume
-super charger network
-large less hand made, more stream lines manufacturing process
-challenge: increasing reliability
2.5) Model X - becoming a multi car manufacturing company
-initially set as insurance to maintain demand, but turned out not needed for this
-has become more of a novelty, show off car for Tesla engineering prowess and simultaneously a manufacturing head ache
3) Model 3 - cheaper mass market car - more reliable, easier to manufacture, yet compelling
-make giga factory to produce enough batteries for a long range/high volume all electric car - ahead of schedule
-expand scope and speed of manufacturing - super challenge now given huge demand, also puts pressure on above + 2nd gig factory
-increase super charger and service network to make Model 3 a good owner experience

Of all these accomplishments maybe the hidden one I am most proud of Tesla for is the long view thinking on laying the ground for the Model 3 by making the first gig factory while always being aware that they will make more in the future. I agree with the above posters that the number one challenge that I am yet to feel confident they are addressing in preparation for the Model 3 is significantly increasing service, parts, and parts logistics. I know Elon put up numbers of doubling service worldwide, but it is still the one thing I am more in the I will believe it when I see it camp. You would think a company that can produce a giga factory and super charger network way beyond anything anyone else has created would be able to accomplish the much more well trodden path of making an adequate service infrastructure to make all the other huge accomplishments worth it. I guess we will just have to wait and see how things unfold. Sorry if there is not much new here for folks; I just needed to brain dump.

 

[HookBill]

Svc Centers are the weak under belly and GM and dealers know that. Tesla will be increasing them but need to be strategic with the deployments to minimize any arguments that may come their way.

 

[David99]

My Model S has been in the shop more times than any other car I have owned. I'm on my 6th drive unit and there were many other small issues. I'm not unhappy by any means, I was expecting that being an early adopter. But the mass market won't work like that.

 

[mikevbf]

Yes, I hope they have the drive unit issue ironed out before the Model 3 launch. My bet is that they do, but still do not have enough service centers.

 

[igorEV]

Any idea of required maintenance? I know Model S service plans were a non-trivial amount of $$ at the purchase time

 

[Jays200]

I'm hoping none, with the exception of brake fluid change, wiper blades, tyres etc. But these are minor user serviceable items to me.

This to me is one of the most (understated) important selling points of the Tesla, the ability to never have to visit a service centre in the eight year warranty period and not have any warranty implications.

I have a 2009 Toyota Landcruiser V8 diesel that has only been to Toyota once to have access to specialist equipment and a 2005 Toyota Corolla that has never been to the dealership. Perhaps Toyotas (Japanes built ones) are really reliable. I service myself from new and I'm not a mechanic. I'm a power station controller who used to be a land surveyor.

I hate thinking an apprentice is touching my ICE car and there is a myriad of things they could "forget" to do properly as they always seem to be rushing or late at dealerships. I also like to think I'm doing my bit to disrupt the dealership model.

 

[neroden]

I think that what Tesla needs is a lot less maintenance, not more places that perform maintenance.

Nope. Tesla still needs a lot more places that perform maintanence. Specifically, Tesla needs *geographic coverage*.

If the vehicles require less maintenance, that means that the New York City service center can have fewer employees. Maybe it can have three employees instead of 50. Great. But Tesla still ABSOLUTELY REQUIRES a service center in Syracuse, NY. So that when something does go wrong -- which hopefully should be rare -- the customer can *get to the service center* in reasonable amount of time.

This is necessary. Very few people will buy a car if they're *four hours away* from the nearest repair shop, *even if* they don't expect to need any repairs. The free Ranger service would have addressed this... but it turned out to cost Tesla way too much and they cancelled it. Which means they *must* have geographic distribution of service centers.

 

[Seir]

One service center in the Denver area right now seems a bit..low considering there were hundreds of us in line Thursday morning. Not sure doubling the number will fix things.

 

[trils0n]

I think that what Tesla needs is a lot less maintenance, not more places that perform maintenance. They still haven't delivered on the electric car promise of substantially reduced maintenance.

They certainly need to produce a car that requires less service. My Model S has has been in for service more than all other other cars I've owned combined. Most of the issues are stupid things like squeaks and rattles, and wind noise (with the pano roof being the prime contributor to those things).

A better designed/manufactured interior and a regular roof would have reduced my service time by 90-95%.

They also need more service centers -- there are still quite a few states without a service center. There should be at least one in every major metro area, regardless of the overall reliability of future cars.

 

[igorEV]

Even just a qualified third party place to deal with with silly mechanical things would be a good idea. I'd leave debugging weird electronics issues to Tesla centers, but rest should be manageable by a quality private shop?

 

[Az_Rael]

Even just a qualified third party place to deal with with silly mechanical things would be a good idea. I'd leave debugging weird electronics issues to Tesla centers, but rest should be manageable by a quality private shop?

Tesla will have to change its current walled garden policy for that to happen. Right now 3rd party shops can't get parts except off of salvaged cars, and they don't have access to any of the software/ code resetting that might be required after a part is replaced.

 

[Trips]

I noticed this job posting. Omaha does not have a service center but Kansas City does. Could this be how they will have Service in every major metro area? They have a local guy and when major problems happen they take it to a major service hub. I am not sure if they would need a full service station in Omaha right now.

Service Technician (Mobile/Remote) - Omaha

Tesla Motors is looking for an experienced Vehicle Technician to work on one of the most progressive vehicle brands in the world. This position requires a significant amount of customer interaction, so the ideal candidate will not only possess the technical acumen, but also the ability to provide a strong level of customer service. This position will service the Omaha area; however, the role will require travel as needed and directed by management...

Service Technician (Mobile/Remote) - Omaha | Tesla Motors | Tesla Motors

 

[garsh]

Could this be how they will have Service in every major metro area?

Until that area reaches a critical mass where an actual service center costs less than this approach, yes.

Pittsburgh has had a kiosk at the mall for a sales and a mobile technician, but they're building a new store/service center later this year.

 

[MP3Mike]

Until that area reaches a critical mass where an actual service center costs less than this approach, yes.

If you listen to the Model 3 launch Elon said that there would be a Service Center close to every major metro area by the end of next year.

 

[TaoJones]

As it is, certain SvCs that are also delivery centers have a 2nd shift with people routinely working until 11pm. I could envision 24/7 coverage at some point. New car delivery prep does not have to be done during daylight hours, presuming there's good lighting. Getting more out of existing SvCs would not hurt insofar as serving areas of DENSITY as well as those constrained by DISTANCE.

Areas of density aside, I wouldn't mind seeing more SvCs at least along heavily traveled corridors. Pick a city along I-40 between Flagstaff and St. Louis, for example. Most of that area today is served by rangers, who don't work weekends at least as of last October. It's an interesting challenge, really - on the one hand, you've got Sales & Marketing attempting to drive the bus, and then you've got Service/Operations trying to keep the bus running.

In the end, X cars will be delivered, Y SvCs will be built ,and Z people will be hired to staff those SvCs. The challenge is the 4th axis - time.