Is there a list of car brands older than say 10 years that haven't failed yet? Opel/Vauxhall is somehow still around, but they failed, right? Did it impact owners a lot? VW somehow is surviving despite having been singled out. Not sure what it would take for Tesla to properly fail and be left by its fanboys. There's a lot of them. they've been hard to dissuade from buying.
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cpa
Active Member
I am curious--really curious--as to the organization chart for Tesla Motors. Which departments are consolidated and to which other departments do they report to? How many mid-level managers and low-level executives are there company-wide?
We seem only to communicate to entry-level or low-level employees, which is typical for most companies. In most cases, we do not need to speak to a supervisor (let's say level 3) or manager (level 4.) In even fewer cases would we need to speak with a middle executive (level 5). But we should be able to have that option if our situation cannot be resolved satisfactorily with the lower-level employees. But the fact remains that no matter the gravity of our issue with Tesla, we cannot speak to anyone with a higher-level of authority. This is unfortunate, in my opinion.
Tesla has chosen this particular business model, and I think Tesla is earnest in trying to make it work. As others have pointed out, traditional car manufacturers have a local dealer who can provide a better hands' on experience for their customers. These local dealers effectively are the "middle management" for the manufacturers, as the dealers handle the same customer issues that Tesla has to address. In essence, the traditional manufacturers do not have this added overhead to factor in to the price of their cars. Tesla does.
From 40 years' experience in the accounting field, I know that most companies spend a lot of money in areas that can directly result in increased sales. These same companies are also looking to limit the funds in those departments (like the accounting department!!
) that do not add sales but are a necessary overhead function. There is a lot of discretion and cost cutting involved with overhead. I am guessing that Tesla does not have adequate supervisory and management personnel to handle the wide variety of cares, complaints, and situations that arise from their chosen business model. Accordingly, the Level 1 and Level 2 employees get the brunt of our frustrations and honestly do not know what to do to solve the problem or make things right. Hence the wide swings of customer satisfaction to dissatisfaction.
Things that we do not know is how much employee turnover Tesla experiences. How well does Tesla pay its entry-level staff? How much opportunity is there for employees to advance within their department or into another department? How much training to the new hires receive, and how much direct supervision do they receive, and how competent are these supervisors? Do people become supervisors through merit or attrition?
Since Tesla has chosen this particular model, I have been puzzled since we ordered our Model S four years ago as to why we do not have a dedicated employee assigned to us for all our questions. Someone who can get answers from the other departments. Someone who can find a lost Model 3 deposit (there was a whole another thread about this). Someone who can deal with poor service at the Service Centers. Someone who can follow up with surveys and such. I am sure that Tesla could make this arrangement work so as not to overwhelm the employee while ensuring that its customers get the answers they seek, even if they do not like those answers.
We seem only to communicate to entry-level or low-level employees, which is typical for most companies. In most cases, we do not need to speak to a supervisor (let's say level 3) or manager (level 4.) In even fewer cases would we need to speak with a middle executive (level 5). But we should be able to have that option if our situation cannot be resolved satisfactorily with the lower-level employees. But the fact remains that no matter the gravity of our issue with Tesla, we cannot speak to anyone with a higher-level of authority. This is unfortunate, in my opinion.
Tesla has chosen this particular business model, and I think Tesla is earnest in trying to make it work. As others have pointed out, traditional car manufacturers have a local dealer who can provide a better hands' on experience for their customers. These local dealers effectively are the "middle management" for the manufacturers, as the dealers handle the same customer issues that Tesla has to address. In essence, the traditional manufacturers do not have this added overhead to factor in to the price of their cars. Tesla does.
From 40 years' experience in the accounting field, I know that most companies spend a lot of money in areas that can directly result in increased sales. These same companies are also looking to limit the funds in those departments (like the accounting department!!
) that do not add sales but are a necessary overhead function. There is a lot of discretion and cost cutting involved with overhead. I am guessing that Tesla does not have adequate supervisory and management personnel to handle the wide variety of cares, complaints, and situations that arise from their chosen business model. Accordingly, the Level 1 and Level 2 employees get the brunt of our frustrations and honestly do not know what to do to solve the problem or make things right. Hence the wide swings of customer satisfaction to dissatisfaction.Things that we do not know is how much employee turnover Tesla experiences. How well does Tesla pay its entry-level staff? How much opportunity is there for employees to advance within their department or into another department? How much training to the new hires receive, and how much direct supervision do they receive, and how competent are these supervisors? Do people become supervisors through merit or attrition?
Since Tesla has chosen this particular model, I have been puzzled since we ordered our Model S four years ago as to why we do not have a dedicated employee assigned to us for all our questions. Someone who can get answers from the other departments. Someone who can find a lost Model 3 deposit (there was a whole another thread about this). Someone who can deal with poor service at the Service Centers. Someone who can follow up with surveys and such. I am sure that Tesla could make this arrangement work so as not to overwhelm the employee while ensuring that its customers get the answers they seek, even if they do not like those answers.
While a good idea to have, if all owners would today get an email with the contact details of their next central liason person, how many addition emails would reach them over the first week? How many employees to spread those over? Perhaps they considered it, but saw that that ship has passed. Maybe a gradual roll-out might work.
Getting in touch with a brand should be doable but not tooooo easy or comfortable. Or prices need to rise.
With all the steep options, perhaps a Congierge Service fee of $1000 one-time might work. Always updated, better focused mailings, hot line to a human who understands your car and service history.
iwannam3
Active Member
My Volvo dealer only kept in stock parts that turned over in 90 days or less. I hear lots of waiting for parts stories, do the local Service Centers keep parts stocked and on hand or just rely on Fedex from the mother ship? Most majors have regional parts warehouses so a runner can stop by daily to grab parts needed. Warehouse in Tacoma to supply Seattle, Portland, Spokane for example 200 mile radius. But there are probably 50 GM dealers in that radius and 2 Tesla outlets.
Googling for things often gives you strange and skewed results. Negative articles tend to float to the top, since "I'm happy with my car" does not generate very many clicks, and blogs and news site seem to care mostly about clicks these days.
If you search "BMW reliability" the top result are all negative as well. Heck the 3rd result is "BMW Engines Are Gigantic Pieces Of Sh*t".
Service in Taiwan has been stellar, technicians are awesome. The service reps are very friendly and helpful, maybe a bit clueless at times in understanding my rattling noise issues (all fixed now) but they are great overall.
Having said that, the method to arrange a service appointment really sucks. Every time I’ve called in, they have tried to get me to read me my vehicle vin (can’t you look it up from my phone or license?), remote diagnose me/reboot screens, and generally divert me from making an appointment on the spot. I just want to schedule service but I always have to wait for someone to call me back. Frustrating.
Having said that, the method to arrange a service appointment really sucks. Every time I’ve called in, they have tried to get me to read me my vehicle vin (can’t you look it up from my phone or license?), remote diagnose me/reboot screens, and generally divert me from making an appointment on the spot. I just want to schedule service but I always have to wait for someone to call me back. Frustrating.
I had a similar experience at the Rockville, Md Service Center. The frunk of my 2016 model S suddenly wouldn't open, so I called them, and after giving me some useless advice (try closing it and opening it again), they made an appointment for that afternoon. When I arrived, the guy at the desk informed me I had no appointment. Just then, the lady at the next desk said she had made the appointment that morning, but the computer was not working so she was unable to log it in. So they had a look, and sure enough, discovered the solenoid had failed. They told me they would order one and call me in 3-5 days when it came in. I waited a week and received no call, so I called them and they told me the solenoid was in, and sent a Ranger out to my workplace to replace it. He did a great job, and my frunk began working perfectly again. The following Monday, I got a call from the same lady at the SC who made the original appointment informing me my solenoid was in and asking when I would like to come in to have it installed.
Clearly, while the Service Center employees are competent at servicing Teslas, they have no process for scheduling work and do not communicate with each other, or their customers. And that is the fault of management. My solution is to treat the SC people like unsupervised children and follow up when they fail to call back or forget what they told me. It's a sad state of affairs, but until management wakes up and puts processes in place I see no alternative.
Clearly, while the Service Center employees are competent at servicing Teslas, they have no process for scheduling work and do not communicate with each other, or their customers. And that is the fault of management. My solution is to treat the SC people like unsupervised children and follow up when they fail to call back or forget what they told me. It's a sad state of affairs, but until management wakes up and puts processes in place I see no alternative.
CBPfromTN
Member
LOL, Why, Echo Delta, thank you so much for your words of wisdom!
I don't seem to recall stating or even indicating that I believe that every post needs to be bent to my viewpoint but if that's all you gleaned from my post, <shrug> LOL, that's your issue, not mine.
Like everyone else, I do believe I have a right to state my opinion, (even without your approval.)
Anyway, you have yourself a nice day and thanks so much for the advice. I'll make a note of it!
One or the other - deposit is refundable, remember? And they will come out just about when my car comes off lease. I will consider them vs. the updated Model S.
After 3 years of Tesla Model S I realize that I don't really do that much long distance driving - so superchargers are not that important to me. Agree though SC network is a big advantage for Tesla.
CBPfromTN
Member
I live in Chicago suburbs and the closest service center is downtown Chicago (about 50 minutes) away. One of their techs lives close by so he picked up my car and dropped off a loaner (of my choice) twice I had to call for service. I would call this a good experience so far.
I have had exceptional service from the crew at the Minneapolis Both the Ranger service (which was years ago) and the Service Center.
I suspect why you hear less from the areas away from the coasts is that there are simply fewer of us
idealsol
Member
So while I love my car, my service experience in my 1+ year of ownership has not met expectations
Up until my lastest appointment last Thursday my displeasure over my few service experiences was limited to loaners
On one appointment it took 3 loaners. The 1st, a Mercedes, was stalling at lights and a service nag kept coming on that indicated the car was 1100 miles due for service. We returned that, got a Volvo that seemed ok until about half way home in a driving rain when ants starting appearing from vents,etc. They drove a Kia to our home and tho not a model S it was fine
So Thursday it was going in because the defroster failed badly on one of the few times we needed it here in So Cal. It was actually a bit of a safety hazard and was so cold we had to turn it off
Dropped it off, got a Mustang ragtop with 36k this time. Apparently tough to get a Tesla loaner at Costa Mesa. But that was ok
So they said tentatively we would get the car on Friday. I called Friday midday and was told it would be next week now
That part that annoys me is I had app access to my car from when I dropped it off right up until I called today mid afternoon for a status. They said they hadn’t found any problems yet. At that time my app access became unavailable. I strongly suspect the car just sat there from Thursday until when I called today
I just wish the communication and honesty would improve. If they were that busy they should’nt have taken the car in. And we waited 2+ weeks for that apppointment
Update
Just as I’m writing this I get a text that they now need a valve block and hope to get it by Thursday
Yikes
If you know, what would a valve block do.?
Up until my lastest appointment last Thursday my displeasure over my few service experiences was limited to loaners
On one appointment it took 3 loaners. The 1st, a Mercedes, was stalling at lights and a service nag kept coming on that indicated the car was 1100 miles due for service. We returned that, got a Volvo that seemed ok until about half way home in a driving rain when ants starting appearing from vents,etc. They drove a Kia to our home and tho not a model S it was fine
So Thursday it was going in because the defroster failed badly on one of the few times we needed it here in So Cal. It was actually a bit of a safety hazard and was so cold we had to turn it off
Dropped it off, got a Mustang ragtop with 36k this time. Apparently tough to get a Tesla loaner at Costa Mesa. But that was ok
So they said tentatively we would get the car on Friday. I called Friday midday and was told it would be next week now
That part that annoys me is I had app access to my car from when I dropped it off right up until I called today mid afternoon for a status. They said they hadn’t found any problems yet. At that time my app access became unavailable. I strongly suspect the car just sat there from Thursday until when I called today
I just wish the communication and honesty would improve. If they were that busy they should’nt have taken the car in. And we waited 2+ weeks for that apppointment
Update
Just as I’m writing this I get a text that they now need a valve block and hope to get it by Thursday
Yikes
If you know, what would a valve block do.?
CBPfromTN
Member
So you’re saying that ALL of the technicians are fine - all except Omar because he lied to you?
At your workplace if a customer had an attitude like yours, and posted on a forum all negative exaggerated things about you and your co-workers and about the bad service the customer received for 5 years - are you saying that you would give excellent service to that rude customer who exaggerates the events?
I’m sorry to hear you’re not a happy Model S owner. I suggest you read your post again - I think you might see hints of why you’re not getting the service you want.
All is excellent with the Mobile Service Rangers in my area (hint: If I call them idiots and liars I don’t think I’d get excellent service. I have bad news for you: the customer is not ALWAYS right.
Do you really think investors will take investing advice from a hypocrite “Happy Model S Owner” ...Model S debuted in 2012 which seems to be the only year you’ve been a Happy owner. You’ve had since 2013 (5 years) to change your tag line.
If you own TSLA stock - why wait till 2020 to sell your shares? Do it now.[/QUOTE]
LOL RIGHT!!!!!!!! Especially today/tomorrow while people are selling off. smh
FlatSix911
Porsche 918 Hybrid
Format fail ...
LOL RIGHT!!!!!!!! Especially today/tomorrow while people are selling off. smh[/QUOTE]
claudelaval
Member
claudelaval
Member
claudelaval
Member
performance for free with GM, Porsche? Dream on nothing is free with Porsche. As far as your cons nothing really terrible there. It was not a P100D? so what? A 100D is more than enough. Did not have vegan white seats and 3 position Led turning lights? So???
