Nothing is wrong - Here is your new battery pack!

That's great!!! You just had the Tesla experience.

I hope Tesla can keep up with that level of service when they produce 20k cars annually.

Amazing

My car is getting a new battery also due to some anomalies found in a recent bleed test. I am certainly not complaining.

I doubt service will keep beeing this good once they have much more customers...

I think that this is a by-product of the manufacturer and 'dealer' being the same company.

I love my Honda vehicles, but I've certainly seen decisions made by local dealers which were oriented more towards maximizing their local profit rather than thinking of the customer's long-term satisfaction. Honda tries to combat this by having strict rules about warranty work, recalls, technical service bulletins, and normal service, but in the end the local dealership just gets paid for specific line items (except normal service) and they don't seem above finding ways to do the least amount of work to get the standard payment. In some respects, I've found it easier to just pay out-of-pocket for warranty work because I can get the quality I want rather than the quality that the local dealer is willing to provide for 'free.' I had assumed that Honda of Japan and Honda of America were separate companies, and further assumed that dealerships were also independent, but a quick Wikipedia session says that there is a subsidiary relationship. I guess things fall apart when a company gets so big, because each subsection just starts to worry about their own profit margins rather than the long-term health of the brand and the central products.

So, I want to say that Tesla Motors can maintain their current business model even as they gain more customers. I don't think it's so much the number of customers as it is the size of the management. If Tesla Motors can maintain a shallow hierarchy of management, then I think they can continue to provide this level of service. As soon as any significant division appears in the organization, however, I predict that their service ethic could suffer.