I have dealt with Tesla for about three years now. My experience with Tesla has been very mixed: at times excellent, too often non-existent and at times very pushy. I want Tesla and electric cars to succeed but I want to provide honest feedback.
When Tesla knows how to do something, have the right part and have the right personnel, their customer interaction has been excellent. They have picked up and dropped off my car several times at my home — which is wonderful. When I received my car, they went through almost every detail with me. After a service they always impeccably wash my car. All of the employees in these situations have been exceptional. For routine or expected service, I would give them an A+.
Unfortunately, when Tesla does not have an answer to a question or a problem, many of my questions or requests seem to go into a black hole. As I posted earlier, I have had a few technical issues with the charger and the car. Just getting the home charger delivered and the replacement took a few months. In the three years in dealing with Tesla, I feel like I have had about ten different customer representative contacts. Seems like by the time I get around to using the new contact info, the representative has changed again. At one point, an employee said “call or email me anytime.” Within a week or so, I did send an email with no response. When questioned later I got the dubious answer “oh it must have got into my junk mail box.” Even after that comment, my next email must have also went to his junk email box…
Because I was one of the very early customers, my car came with both of the mobile connectors. I am still waiting for the 110Volt connector. I have sent an email to my latest customer service repsentative a few times but I have not heard back in over two months. I would like to potentially keep this connector in the trunk just in case I drive too far and could then use it to top the car off almost anywhere. I am also still wondering what happened with the extended warranty and pre-paid battery replacement programs.
In non-routine situations, I would give Tesla service only a C. Outside of a couple of cases, most of these situations point to a lack of organization and a lack of simple communication. If a part is not in stock, please acknowledge so and provide an estimate of the availability date and follow up with the customer.
When Tesla needs something from you, they can be inappropriately aggressive. After a 2 ½ year wait for the car, one employee very rudely sent an email saying if I did not fax my driver’s license and car insurance cards within two days, my car would be delayed. They had over two years to get this information from me, and expected me to turn on a dime for them?
My overall customer service score would have to be a B. From what I have read on the Tesla Motors Club forum, my experiences are typical. I hope as Tesla matures as a company, they can institute procedures to track customer issues and stabilize their organization.