I've been driving Tesla for 6 years now (3x Model S's, and now the X), I absolutely love driving the car, but this will probably be my last one I buy and drive. The service experience over that time has gone from amazing to completely depressing. Its impossible to get a hold of the service folks, and the app is not as useful as they believe. If its your only car then Uber credits really don't work. Service is how car companies keep their customers, constant bad experience in service is equivalent to constant bad experience with the brand.
Personally I don't care for the excuse that service isn't a profit center for them, their profit here doesn't matter in the slightest to me, what matters is communication and performance. It should not be loaner car roulette when you arrive for scheduled service.
My previous vehicles, Volvo and Subaru, always had loaners available without fail and the service folks worked to keep your service business because they knew you could just go to a different dealership 15 miles away.
Now whenever my car is in for service, the experience always has me looking at what else is out there especially if I have to use Uber.
I'm a bit more grumpy right now because my X has been in service for nearly 3 weeks now with what started as a 12v battery failure on a Saturday, it was towed to service by Tesla roadside support,
- they lost the key and want me to convince the tow company to by a new one (tow company says they gave tesla the key).
- I couldn't reach anyone at the service center the following Monday to verify the car made it there
- Got through to them on Tuesday and they didn't know the car was there
- Called me on Wednesday to pick it up, got there an the car had no networking or audio
- They worked on it for a bit before they said take it home as is (no audio / alerts) while they wait for the MCU2 I ordered to arrive
- An hour later they came out with keys and gave me a loaner because at this point, I assume as they were going to drive the car out to me, the MCU completely failed.
- Its now going on week 3 and there hasn't been a word since I got the loaner on the status of the car.
***** I got the loaner after hearing them adamantly tell one nice customer they didn't have any available, and 5 minutes later give the next, albeit louder, customer a loaner, I was surprised to get a loaner just a bit after that.
So it comes down to the experience, continued negative experience post purchase will push people to other brands.