IMO Model Y should help Tesla get to the scale where they can significantly improve customer service..
The issue isn't a desire to provide bad customer service, simply insufficient organisation, resources and staff.
The need to be the "right size" and over the hump of rapid growth...it can happen once they are around 2X the current size, that should be 2X the service centres and 2X the Superchargers...
The other consideration is nailing QA for the Model Y...too many problems and they will get swamped again..
How is producing the model Y, a car that Elon predicted is likely to outsell all of the other models by a big margin, going to improve customer service? Because they will make a lot of money out of it? They’ll have to deliver it first and their attempts in delivering the model 3 can only be described as failure of EPIC proportions.
-Calls and emails unanswered, no time to even empty their voicemail box.
-The cars would go straight from the car carrier to the showroom, get some spit on a rag and rub it on the car just as the customer was sitting waiting in the wait room ( I saw this with my own eyes). Cars dirty with literally mud around the rocker panels.
- Customers would receive cars with extensive damage on them and be told to organise their own repairs at the body shops.
-Customers handed cars with no wall connectors and/or mobile connectors and when queried later they would state they won’t have any spare in stock until end of the year. Clearly no delivery checklist in existence when the cars are prepped.
-Customers given 15min delivery appointments with temp staff hired for couple of weeks to complete deliveries that had ZERO knowledge on the car and couldn’t answer even the most basic questions.
-Customers knowingly being given cars with defects and told to organise warranty work via the App later.
-Customers attempting to organise this warranty work only to realise service centres were swamped and next available appointments many weeks away.
-Customers living in more remote areas being told their car will need to be brought in hundreds of kilometres to nearest service centre. One guy in MacKay QLD had a badly water leaking roof and was told to either bring in into Melbourne or Sydney.
-Customers given cars with 15% charge and be told “sorry didn’t have time to charge” and then customer be charged $18 for the supercharger charge they received at the delivery centre while they waited! (Happened to a friend of mine).
And these are just the tip of the iceberg that I am directly aware of...who knows what else had taken place..
None of this fills me with any confidence..In fact to anyone outside of us Tesla Fanboys this sort of delivery experience would be laughed out the door and ridiculed.