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Tesla's communicating skills

  • October 27, 2020 7:23 PM
    Reply # 9329932 on 9314844
    Dan Ujvari (Administrator)
    Laurence Kessler wrote:

    As Car and Driver reported..."Tesla does a lot of things right, but communicating is not one of them". Not only do they not communicate well, they don't allow you to do so either.

    Trying to speak with a human is a very involved process. Decidedly unfriendly. Near impossible. If there was ever a reason for not allowing a manufacturer to sell directly to the consumer, Tesla is the case study for that.  While I have recommend and referred people to Tesla in the past, (during the honeymoon period when the car was less than two years old),I would not do so today.

     

    I get it.  I came from owning a Maserati Quattroporte before my Model X LR+.  Both cars cost about the same.  Maserati would come pick up my car and leave me with a loaner... usually another Maserati.  When my car was done, they'd bring it back and pick up their loaner.  For the entire time I owned the car, I never knew where they were taking it for service.  Still don't! :-P  

    In contrast, I can barely get the time of day from Tesla when I want to communicate about a problem.  

    Tesla is a different animal entirely.  It's a new model of business on top of the growing pains of exploding market for them.   I believe they are struggling with it and recognize the issues.

    Hang in there.  Things will get better.  Once "real" competition exists, Tesla will NEED to fix this.  They aren't known for failing too often.  I personally have enough confidence to say "This too shall pass".  :-) 

  • October 22, 2020 10:45 AM
    Reply # 9319448 on 9314844
    John P. Weiksnar (Administrator)

    If I understand you correctly then you're talking about service questions and appointments. Let me ask, how often do you communicate with a human when you buy on Amazon, place an Instacart order, or stream something on Netflix?

    Of course there are humans on the other side of the Tesla app, in the service realm. It's intentional to keep as much as possible digital. Is your complaint really about the non-real-time aspect of Tesla compared to legacy automaker service departments?

    To me, I couldn't be happier to shed the old-fashioned time on hold, unnecessary conversations (like in one in-person visit when my final ICE vehicle's so-called service adviser writing up the appt had to check which model it was, since he was so green), and scheduling hassles. 

    I hope you will notice improvements down the line.


  • October 20, 2020 9:50 AM
    Message # 9314844

    As Car and Driver reported..."Tesla does a lot of things right, but communicating is not one of them". Not only do they not communicate well, they don't allow you to do so either.

    Trying to speak with a human is a very involved process. Decidedly unfriendly. Near impossible. If there was ever a reason for not allowing a manufacturer to sell directly to the consumer, Tesla is the case study for that.  While I have recommend and referred people to Tesla in the past, (during the honeymoon period when the car was less than two years old),I would not do so today.

     


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