Tesla Owners Love Their Cars, Dislike Telsa Service, Love Mobile Service


More and more owners love their Tesla vehicles, but service is still an issue.

Yahoo Finance reports that an annual survey of Tesla owners shows a larger number of respondents this year than in the past. The survey questions 2018 Tesla owners. The results show that 87 percent of those who responded “love” their cars. Last year, that percentage stood at 85.

The survey also reveals that over two-thirds of these owners moved to a Tesla vehicle from a traditional car. Yahoo says this suggests “a wide addressable market for Tesla outside the luxury segment.”

However, when it comes to respondents views on service, the results weren’t as positive. Overall, the survey showed more service visits needed, longer wait times, and more issues with problem resolution than past surveys. This resulted in fewer owners calling the service experience “excellent.” Bernstein’s Toni Sacconaghi told clients:

Tesla’s service and customer experience remains a relative weak spot, with little improvement in most areas and deterioration in several metrics versus our survey results from 2017.

Last year, 57 percent of those who answered the survey said that they were impressed with the service center experience. This latest survey showed that the percentage of satisfied owners dropped to 42 percent, at least as far as service is concerned. It’s important to note that service outside of the U.S. was the biggest issue.

On a more positive note, 70 percent of Tesla owners surveyed admitted that the company’s mobile service experience was “excellent.”

Source: Yahoo Finance

Categories: Tesla

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27 Comments on "Tesla Owners Love Their Cars, Dislike Telsa Service, Love Mobile Service"

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Customers love the cars and that percentage is rising tells the ultimate story here.

I have found Tesla service to be very good although their are waits sometimes due to the rapidly increasing amounts of its vehicles.

I know a person that works in a service center and he said that Tesla is now starting to really ramp up its head count in service and increasing the locations of service centers and especially mobile service rangers.

Service is definitely a pain point. I’m hopeful that they can address this with more mobile service, and more remote diagnostics and tracking like the recent app update. Also simpler cars (Model 3 and Y on common platform) will help.

Hmm, I have nothing but praise for my local Tesla Service Center. I am extremely satisfied with the quality of Tesla service.

I don’t see how Mobile Service is cost effective for Tesla as opposed to servicing the car at a service center. Every minute/hour per day the service tech is driving around to his next customer appointment is down time where the tech is not working and earning money for Tesla. A service tech sitting around stuck in traffic is a big expense for Tesla. I fully expect Tesla to start charging a premium for the Mobile Service perk in the near future in this new era of Tesla cost cutting and profit seeking.

I was told by my local service center that they use the mobile service to take care of easy things and want to reduce the backup in the service center. The service center is focused on more difficult problems.

My last mobile service the tech had an apprentice, so they are expanding mobile. I think the big problem is that the service centers can’t handle the volume. Of course, Tesla has said they are building more service centers. Eventually, current service centers will either have to double/triple in square footage or have multiple locations in large metro areas.

For the customer, I feel mobile service provides a luxury benefit to ownership. I don’t have to waste time driving my car for service.

If Tesla wanted to reduce the backup at service centers and increase volume, I don’t see why these mobile techs couldn’t fix these “easy things” in the service center parking lot. They’d be able to work on more cars with easy-to-fix problems, since they wouldn’t be wasting time driving around from customer to customer.

1. I would think it depends on how many cars are in the area.
2. Mobile service makes the car more marketable.
3. If you make your product robust, then it doesn’t need much or any servicing. So any servicing cost really isn’t an issue.

You need more people, but less rent and less capital investment. Also simplifies things by avoiding need for loaners etc. In the end, the logistics might make it more cost efficient… But only Tesla really knows.

After seeing the Model S service equipment, it looks like they’re doing very basic things…

True, but then their service centre doesn’t need to be as physically large so they save on leasing costs. Not sure if that breaks even with additional transport/time costs but it sure serves as a perk for the customers.

Not necessarily. It’s clearly a economics question, not any kind of principled issue. While I don’t know the backoffice calculation, I’m certain that there are huge variations between how busy any given service center is at different times in the day, difference days of the week, holiday periods etc. seasonally (lots of people take cars in just before winter, e.g. to replace tires). That’s certainly the case for ICE service centers.
If you size a service center for the busiest time (in terms of employees, amount of parts of hand, real-estate…), it’s working under capacity the rest of the time which is a waste of money. If you size it for the minimum workload, you can’t handle peaks.
Having a mobile unit allows handling simple stuff (obviously thay can’t raise a car on a lift…) more flexibly.
So why doesn’t this exist for ICE cars? It requires a reasonably large fleet, which no single ICE dealer is in charge of servicing. And in fact, such mobile service units do exist here for buses & trucks, where downtime is critical.

Do Not Read Between The Lines

The benefit of mobile techs is to be able to provide a service in lower density markets, without the need to move the car to a fixed physical location. Particularly beneficial in cases where there’s a some kind of small annoyance that a customer wouldn’t want to travel a long way to fix.

Higher density markets would be served effectively with fixed service centers.
If they were to charge a premium for mobile service, it would be to people who live within a set distance of a service center.

Just found this close call video in a Model 3.. Sounds like the car sounded a warning and started to break before the drive took over.. Not on Autopilot… https://www.youtube.com/watch?v=iXfv5NJsp-E&feature=youtu.be

Also here is the view from Model 3 dash cam.. https://www.youtube.com/watch?v=6FO12WOex00

I was having trouble getting proper parts from Tesla, but they got me the replacement in a timely fashion (rear quarter window) and then did a mobile service to fix my warranted issue (cracked taillight assembly). I think Tesla has been really trying to improve of late.

Did you had a break in?

Yep. In fact there were two people at my company who got broken into, same way.

I’ve had my Tesla Model S for over 3 years… love the car and have had no negative Tesla Service experience… perhaps I just lucked out on service?

Or perhaps some Tesla owners love their Tesla’s so much they consider any service visit that separates them from thei their beloved Tesla as a negative experience?

Or perhaps some Tesla Service centers are overloaded and service response times get negatively impacted?

I guess the even higher number of people saying they love their Teslas (in spite of the service woes) is just another testament for how amazing the Model 3 is received?…

BTW, pretty sure the part about people moving from “traditional cars” is misquoted. In another article I read, it was made clear that this figure was about people moving from cheaper cars — which makes much more sense…

Yep, agree with the headline.

I have had a reasonably good experience with Tesla Service. Some facilities are smoother than others. I had awesome experiences with the Fremont Service center and the San Rafael center. Not perfect once was the Dublin center. They failed to test their fix once and had to ask us to wait 30 minutes to fix a mistake. I also want to endorse the Rangers as being the best… from the customer standpoint… having a full mobile tire shop drop by and replace my tire within a 60 minute time frame was marvelous. Agree that this should be considered premium roadside service. One hint for better service… go in for diagnosis… and then ask if they need to keep car… if they have parts in house… would it save time and would you be able to bring the car back when they can actually do the job without keeping car overnight. I rarely want them to keep my car if it is otherwise driveable and will mostly just be sitting in their lot. Also… they are supposed to be redistributing parts out to the service centers… this should help substantially at avoiding delays. Love my Model X… the proof is how… Read more »

42% on service is not a bad number. My visits to ICE dealerships have never been satisfactory. In general, I don’t trust the people working at ICE dealerships. This lack of trust is structural. Firstly, repair and often over-repair are the bread and butter of the ICE dealerships. Secondarily, the ICE is just to complicated for a lay person to judge whether the mechanic technicians were telling the truth. Working together, these two things make it impossible to build trust. Tesla service centers get rid of both problems. Service is not a profit center for Tesla. Tesla vehicles are much simple to understand.

I love my Model S but I hate everyone one I have ever dealt with at the store/service centre. Most incompetent but nice people I have ever met.

Tesla service did a good job replacing air bags (under recall), and diagnosing and replacing a faulty drive unit in my 2013 model S85 (although I believe the drive unit had been replaced with the latest revision 25,000 miles earlier before I owned the car… concerning). However, they kept my car 4 days sitting “in the queue” before they even got to working on it when repairing intermittent “door handles fail to auto present”. They reproduced the problem, fixed it, replaced the key fobs as a precautionary measure… and now the problem is still there although it is happening less frequently. I have another appt in 10 days so they can have another go at it.

Seriously considering a Tesla but, the nearest showroom is 260 miles away and so is the service center. I suppose driveway service is ok for small issues but I’ve read numerous stories about how some people have to leave their cars for days at the service center for repairs. This would be my primary mode of transportation so that would be completely unacceptable. Had even thought about a pre-owned model but there don’t seem to be and certified pre-owned Teslas. There is a site on the net that will send you some crappy photos to look at but there is no way I’m buying a used car without seeing it in person. Tesla needs to address these issues if they want to be considered a real successful car company and earn my business.

The lack of coverage for the service centers is straight out just growing pains, and something that will get resolved over time. They’ve been mass producing and selling cars for less than 10 years, so it should be understandable that they don’t have the kind of direct coverage or third party coverage that legacy manufacturers have to fill the market.

Don’t you get a loaner if you have to leave the car at the service centre?…

First of all, people get loaners. The loaners might be Teslas, or they might be ICEs, but people get loaners.

Secondly, there are CPO vehicles, if you go to Tesla’s website. You can ask for pics through a link for each car. The inventory sometimes varies dramatically, though, from week to week.

Third, they have been known to bring your loaner to you, then pick up your Tesla, and take it in for service. I don’t know what the minimum radius is for such service, but you probably would qualify.