I'm sure Tesla hears it, and they will respond... but maybe not on your timeline. I just sense Tesla is on such a bigger mission, the noise doesn't bother me because of a trust I have, and there's no way I could do any better. Could they, sure. Should they... depends on the numbers while growing like crazy.
We have had our Model S for over five years. We have had our Model 3 for eighteen months.
Over the years, we have had several issues with both cars. I infer the following from Tesla's perpetually shifting approaches to service:
Many issues are common and recurring and can be fixed by mobile technicians, inter alia, door handles, glass, 12V battery, door/trunk issues, window motors.
Other issues are less common and cannot be performed by the mobile techs, inter alia, battery cooling system, drive motors, traction battery problems. I do not know how the customer is supposed to notify Tesla with these issues and get timely responses from Tesla with solutions. We had an issue with the battery on our Model 3 in March. The mobile app was apparently on hiatus for our location. We needed to have the car towed to the Service Center. The Service Center told us to call Roadside Assistance. Roadside Assistance told us the first available time was in four days even though our appointment at the Service Center was in two days. No one likes to be whipsawed like this. It was suggested by a couple of Tesla folks for us to drive to the Service Center even though the battery would not charge one scintilla. Really? A 145-mile drive with a 60% battery level, and you want me to drive 45 MPH so we can make it--maybe?
Then there are the weird, one-off problems that leaves Tesla's service center employees scratching their heads. On our Model 3, the sensors for the surrounding cars and the speed limit sign for the road do not appear when the temperatures are warm. The "auto" headlights stay on during the day. The back up camera does not work about 25% of the time. I have reported these issues to the mobile tech when he was out for other issues, and he said to take pictures and forward them to him. Sorta hard to take pictures while driving and not risk accident or citation. The company line was that the next software update would correct these issues. Nope. Because the sensors are messed up, Autopilot does not operate, either.
Maybe this new approach will work. But I sense that there is little direct guidance from Palo Alto/Fremont. I sense that the Service Centers are told how the process is supposed to work, and then it is up to the local centers to figure out what to do.
Finally, I wonder what the employee turnover is within the Service Departments across the nation. That too might figure into why we have these inconsistencies.
Most of us have cut Tesla a whole lot of slack over the years. We want Tesla to succeed and prosper. With so many new cars on the road, and an aging fleet that is still on the road, Tesla has to figure out how best to service all these cars as efficiently and as reasonably as possible.