PhilDavid
Active Member
Something is really wrong when to me the experience of scheduling an appointment with my dentist and going for the dental appointment causes far less apprehension/stress than taking my car to a Service Center.
At least with the dentist, you can talk to a human being, know how long the procedure will take and if you have a question prior, during, or after the procedure, there is a human being you can speak with. Text messages are useless when the system is essentially designed so they can blow you off and ignore you.
Wish Tesla Service was at least as pleasant as a visit to the dentist.
The root cause for this apprehension is absolutely no meaningful human communication. No real oversight of customer service. No way to escalate anything and basically no accountability.
The current text message based service experience is like...
They need accountable humans at each service center customers can interact with by being able to speak with them.
The current text message based service experience is like a sadistic skit from Seinfeld or Curb Your Enthusiasm.
They can still keep the text message based system to expedite appointment but would be great if there was at least some viable OPTION to speak to a human being. The vast majority of the issues people complain about will not even be issues if there was someone you can speak to and figure out a solution.
Also to the extent possible, separating S/X from 3 would also be a great option so service centers can specialize on certain models.
I really hope they fix service by employing more humans and less software.
At least with the dentist, you can talk to a human being, know how long the procedure will take and if you have a question prior, during, or after the procedure, there is a human being you can speak with. Text messages are useless when the system is essentially designed so they can blow you off and ignore you.
Wish Tesla Service was at least as pleasant as a visit to the dentist.
The root cause for this apprehension is absolutely no meaningful human communication. No real oversight of customer service. No way to escalate anything and basically no accountability.
The current text message based service experience is like...
- You have a question about your service appointment? Tough luck! We don't discuss those issues.
- Oh you want to know if the parts are in stock? Well, why don't you bring your car and we can find that out together! It's more fun this way.
- You want to wait for your car? Who do you think you are? Drop off the car, leave our premises, and we'll get to it when we can and let you know when it is ready.
- Aw how cute, you texted us about your service appointment! We don't feel like replying to your specific concern so go pound sand.
- Well, why don't you call us instead so we can discuss this? Oh, that's right, you can't!
They need accountable humans at each service center customers can interact with by being able to speak with them.
The current text message based service experience is like a sadistic skit from Seinfeld or Curb Your Enthusiasm.
They can still keep the text message based system to expedite appointment but would be great if there was at least some viable OPTION to speak to a human being. The vast majority of the issues people complain about will not even be issues if there was someone you can speak to and figure out a solution.
Also to the extent possible, separating S/X from 3 would also be a great option so service centers can specialize on certain models.
I really hope they fix service by employing more humans and less software.
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