Tesla Model 3 Issues & How Automaker Responded – Video

Tesla Model 3

FEB 23 2018 BY STEVEN LOVEDAY 33

With the potential for plenty of Tesla Model 3 issues well into the future, how does the automaker compare to others when it comes to customer service?

Tesla Model 3

“Tez” – Ben Sullins’ Tesla Model 3

Tesla has received plenty of praise for its customer service and customer satisfaction over the years. Of course, just like any company, there are also reports of unhappy people.

The fact that the automaker works to establish a personal relationship with owners and asks for suggestions on social networks to addresses people’s individual issues on a continual basis sets it apart from the usual legacy automaker/franchise dealership model.

This is not to say that there aren’t outstanding dealerships out there (because there are plenty), nor is it to say that some automakers don’t put more effort than others into building healthy customer relationships and providing top-notch customer service. However, there are many instances in which this is just not true.

Ben Sullins of Teslanomics shares with us the recent problems he’s had with his new Tesla Model 3, and how Tesla has responded to his needs. Ben has been a Tesla owner for some time, so he also has some prior experience with the automaker’s customer service. However, after years as a Model S owner, he only had two issues and both were solved for free in his own driveway by Tesla’s mobile service.

CHECK THIS OUT: Tesla Model 3 Fit And Finish Examined – Video

Tesla’s over-the-air update capability allows the automaker to solve many problems without the need for a service visit and find and fix other potential issues that the owner may be unaware of. If your Tesla does need to go in for service, you’ll be happy to get a fully-loaded, top-of-the-line Model S or X P100D to loaner drive in the meantime.

Video Description via Teslanomics by Ben Sullins on YouTube:

The Tesla Model 3 is getting special treatment from their engineering team.

Car companies are notorious for horrible customer service. Actually, that’s not true, most car companies don’t even have a relationship with their customers.

This is one way Tesla is different, their direct to consumer model gives them a unique position to continue to deliver a great experience well after you take delivery of your car.

I have some data on just how good that experience is to share, but let’s go back quick to how traditional automakers handle this…

My favorite movie of all time is fight club, in it, Edward Norton works for an automaker, a “major” one, and goes around the country investigating horrific accidents and their likelihood to happen to others…and there’s an equation

This equation determines if a recall is cheaper than settling the court cases, and if so they do one, if not they just let it ride.

And while that was just a movie, not too long ago we had the largest recall in history for exploding airbags in cars, there literally was a grenade in my wife car for almost 9 months before we got it fixed

Point being, this isn’t fiction, this is the reality in what we’ve come to expect from automakers. But of course, there is a better way.
Tesla is the better way.

By having a direct relationship with its customers and tech inside their cars, Tesla is able to be much more proactive about issues it finds and resolves those issues in interesting ways…

For example:

Tesla can resolve some issues with software updates that don’t require the owner to go into a service center at all. They also often will send a technician to your location to fix an issue if possible. This saves on cost and delivers a better experience overall.

With my Model S, I’ve had exactly 2 issues, both of which were resolved for free within days of them occurring at my home. Their service guy showed up at my door on time, fixed the issue in my driveway pretty quick.

And with my Model 3 I’ve had a couple issues, all of which were resolved within days from them occurring, and one I didn’t even know about that they proactively reached out to me for.

Tesla also shared some data with me regarding the Model 3 quality survey, which new owners get about a week after they take delivery of their car.

Tesla reported that “customer satisfaction scores for Model 3 “quality and condition” after delivery are at an all-time high of 94%
These are the best customer scores we’ve received for quality and condition ever, across all of our vehicles. Customers provide this feedback a minimum of five days after they take delivery, giving them time to thoroughly scrutinize their car and get the opinion of friends and family”

In the end, this new model of having a direct relationship with the customer, mobile service, and even software updates over the air give Tesla a unique advantage for handling any issues that pop up.

So rest easy and know that Tesla is way ahead of the game in this department and when you see negative reports from “experts” in the automotive industry about quality issues just smile and nod, you know something they don’t.

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33 Comments on "Tesla Model 3 Issues & How Automaker Responded – Video"

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Are there really plenty of good dealers out there? There may have been at one time when one person owned one dealer. The big dealer chains are awful. All the employees are paid on what they sell including parts and service so the customer is pressured into buying things they don’t need. I have worked at may dealers in the past of all different brands. They are all the same.

I surely agree with you. However, I hesitate to ever say there are none. Also, some dealers just take more pride in it than others. I’ve had really terrible and reasonably positive experiences. We’ve published a few pieces about how an automaker has noted that some dealers are on board with selling EVs and have a reputation for good service, while others are a different story. We’ve also heard and shared stories about happy customers in regards to the Nissan dealerships servicing their LEAFs, etc. To tout Tesla based on Ben’s opinion only (who is undoubtedly pro-Tesla), and not say that there are surely other dealers out there that attempt to take care of their customers, would be a piece for another website … haha. Hopefully, that makes sense.

I am not saying all dealers are bad. I imagine there are some good ones still out there but they are few in comparison. The big chain dealers are the worst and their numbers continue to grow. Try working at one and let me know what you think after 6 months regarding the morals and ethics. They could be good if they changed how they pay their people. Now, you still could have a good experience at a dealer and not knowingly paid more than you needed to buying a vehicle or having it serviced. Ignorance is bliss, no?

I am certain that if we both went into the same dealer to buy the same car I would pay a thousand dollars less for the same car.

I am certain that bringing the same car in for service or repairs I would pay hundreds of dollars less and still get the things that the manufacturer recommends done.

Now compare that to buying a car online from Tesla or at a showroom. We would pay the same price.

Tesla service would be the same for the same price as well.

Something to think about.

You may get a better price, but better satisfaction is much harder to come by!

Even the better price is often an illusion of a better price, since car guys are often enticed to buy higher end options with bigger engines and bigger profits!

Do you think the situation would improve if all independent vendors were replaced by an oligopoly of manufacturers? What if your auto make held a monopoly on service for your particular model in your town?

“What if your auto make held a monopoly on service for your particular model in your town?”

All kidding aside, your question puzzles me. A monopoly on service is exactly what most if not all all auto makers have had, ever since they started using proprietary software in computers in their cars. A “shade tree” mechanic can’t even diagnose a car problem anymore, because they don’t have access to the auto maker’s proprietary diagnostic software.

I think Six E’s is getting at Tesla. Successfully.

I can download OBD II apps for Apple, or Android, and buy a $10-30 Bluetooth dongle that tells me exactly what I need, without being forced into the inconvenience of shop-visits and labor. This works with many brands, and other options exist for others (vag-com for VW, piwis Porsche, ross-tech, etc, etc.). No dice, for Tesla owners. ***Granted, you generally won’t need anything for a Tesla***, but should you, you are out of luck when warranty time expires.

I’ll add this is true in MA, as well (Right to Repair). Tesla provides information for everything, but drive-train.

As I see it, the main difference is that the business of “independent” auto dealers depends mainly on selling service and spare parts — not on sales of cars — so they have every motive to use price gouging, double billing, tacking on unnecessary service, all to drive up the price which the customer pays.

Contrariwise, Tesla’s goal is to make its service centers profit-neutral, so (at least in theory) they have no motive to sell unnecessary service or parts.

Now, that’s not to say that Tesla’s service is cheap, because it’s not. As they say: “You get what you pay for”, and Tesla provides superior service.

But from what I read over on the Tesla Motors Club forum, the annual cost of Tesla’s service is significantly cheaper than one of the major German auto maker brands — is it Mercedes-Benz or BMW? — and overall, maintenance fees are considerably lower than for many or most other luxury brands.

I think the situation would improve if dealerships paid their employees by the hour or by salary or based on service delivered. That is the problem. The salesperson is given incentive to sell you the car they receive the largest commission on not the one that meets your needs best. The techs get paid on their up selling of maintainence or repairs. The service advisor on the total labor. Parts people on parts sales. Managers on total sales. There are no checks and balances.

Now Tesla is different. They all get paid by the hour. No incentive to rip people off.

The underlying problem is that dealerships are set up to make most of their money on selling service and spare parts, rather than sales of automobiles. So there is an inherent conflict of interest; it’s in the interest of the dealership to sell the customer as much “service” and spare parts as possible, even when that’s not needed. If there was a different price structure for paying dealership employees, they’d just have to figure out some other way to gouge the customer.

Contrariwise, as you say, the way Tesla has set up the business of its repair centers, they have little or no incentive to rip off Tesla customers.

Tesla simply has a better business plan from the ground up, period. More honest and better for the customer.

“Are there really plenty of good dealers out there?”

Perhaps there are “plenty” in terms of total numbers, but it seems the percentage of the total is rather low.

The dealerships which actually do have a tradition of making a genuine effort towards customer care, and don’t treat customers as “marks” to be fleeced, should be called out by name and recommended to others.

I’m glad to see that sometimes happens in comments posted to InsideEVs. I wouldn’t at all be opposed to seeing it in articles, either — altho that might lead to an appearance of favoritism or even paid advertising, so I understand why InsideEVs generally avoids that sort of thing.

In most cities there is only one VW, Lexus, BMW, Audi, Caddy, GMC, etc.. etc.. dealer. They have no competition. In only the biggest cities you may have competition between dealers. You likely will have competition between Ford and Chevy dealers because they have many. Then you have the problem on the Autonations and Lithias that own every dealer on dealer row. Once again no competition. You are dealing with the same company regardless of what brand you buy. If the service at the Toyota dealer sucks and you buy a Honda down the street hoping to get better service and find out that it sucks as well because it is also owned by the same company. The more choices the better. Let them all compete how they want and we will see which companies or dealers do the best.
https://www.youtube.com/watch?v=jBpMe36GoW0

They did that for you because you are a youtuber.

If you want to live a more worst experience go to Tesla Montreal.

I’m pretty sure Tesla Vancouver can challenge you Montreal for worst service.

I think your point is valid.
Tesla has catered to the you tubers and is certainly not going to treat them shabbily.

+1. Tesla seems to be highly sensitive to customers who are more publicly active on social media platforms. Given how this is how the brand promotes itself (they don’t even need to pay for advertisement!), I’m not at all surprised.

A quick glance on Tesla forums for ‘normal’ owners shows the real extend of how incompetent Service Centers deal with them. And frankly it is nowhere as rosy as “Teslanomics” or many Tesla-themed YTers out there.

Most of my experiences with car dealers has been good (I live in southern Ontario) but a few have been bad. I have never gone back to a dealer where I felt mis-treated. Never give a bad dealer a chance to fleece you twice, find another dealer, there are good ones out there.

From my own experience, Tesla services are generally quite good and OTA fixes / Mobile Service team are surely steps ahead of other companies. However, don’t expect P100Ds as your loaner car, I have never got one! At least in Northeast, they mostly give you GasMobiles as loaner cars.

+1

I think that is a disgrace for an EV company, that is supposedly trying to change the world, to give you a gasser as a loaner.

I’m astonished. I have never before read of a Tesla service center using gasmobiles as loaners!

I hope that’s a rare thing.

You have to wait another 4-6 weeks before the non employee or previous Tesla owners start their reviews. I would think employees are forced to give good reviews because their job depended on it. Are NDA’s still required to be signed? This subject has died down lately about making you be quiet or say something bad about Tesla.

You’re rather behind the times, Ken. A flood of third-party reviews of the Tesla Model 3 started appearing several weeks ago.

I am not saying you won’t get great service at a normal dealer or that you will get great service from Tesla. I am just saying your chances of paying more than you should at a normal dealer are much higher than the chances at a Tesla store.

And the reason is related to how the employees are paid. Very simple. Any questions, just go work for one for 6 months.

I have a Tesla Model 3, and not an employee. My impressions from the last few weeks:
The car is extremely solid, handling exceptionally well, better than a BMW 3 series for sure IMO! However, if you are looking for comfy ride, it’s not for you, it is very sporty, you feel the road!

And for the lack of physical controls for tasks like adjusting AP speed, wiper, etc. that reviewers have been complaining about, yes it is a deeper learning curve, but once you get used to it, not bad at all ( I do still prefer to be able to adjust speed on the stork), and Tesla OTA upgrade will surely make it better.

Really upset that they replaced Suede like material for the headliner with textile though!

Elon did say the first how ever many reservations were going to get something, a gift. Maybe the Alcatan(?) Material was that special something? I never heard what it was, it just seemed to be ignored in all the hype of the cars release.

I don’t get what he is talking about with the Takata Air bag issue… Recalls were issued and manufacturers tried to get the cars fixed promptly, if not loaners were provided.

The issue this week on Tesla Motors Club was the 12 volt battery going dead and the car being inaccessible.

What is surprising to me is that the “S” had this trouble but – I mentioned an easy fix on TMC for both cars – .. Don’t see why they wouldn’t implement it by this time. Unless no one else thought of it.

I don’t get all the ‘bumpers’ but maybe he gets more referral codes that way…

“I don’t get what he is talking about with the Takata Air bag issue… Recalls were issued and manufacturers tried to get the cars fixed promptly, if not loaners were provided.”

Reality check: Millions of car owners are still waiting on a replacement of their Takata air bags.

https://www.forbes.com/sites/davidkiley5/2018/02/12/takata-settles-airbag-recall-but-millions-of-car-owners-still-waiting-for-replacements/#67732fa97f74

The Tesla Model S also has Takata air bags and will be replaced eventually

My Tesla model 3 is completely dead and don’t charge. They took it and have me a loaner. Hope I will hear good news soon.