- Some business have complained that Tesla’s patron service channels are delayed to respond to inquiries or complaints.
- Tesla is now permitting business to hit executives directly with their issues.
- Customer service will be intensely critical as the company rolls out the Model 3, its first mass-market vehicle.
Tesla is doubling down on its patron service efforts as it ramps up prolongation for the new Model 3.
Jon McNeill, Tesla’s boss of sales and services, pronounced owners can now expand their problems directly to executives in the Tesla Motors Club forum, Electrek first reported.
McNeill speedy Tesla owners to still try normal patron service or correct channels, but said owners can now use a new Executive Escalation underline by their Tesla account.
Tesla did not immediately respond to Business Insider’s ask for criticism on the new feature.
Some business have complained that Tesla’s sales and service channels are deficient compared to other oppulance brands.
Tesla doesn’t rest on a dealership network, slicing down on the series of people who can walk a patron by the purchasing process.
Toni Sacconaghi, a Bernstein Research researcher and Model X owner, wrote in a note that this could poise issues with the rollout of Tesla’s Model 3, which has a vast backorder.
“We trust that any shortfalls in Tesla’s patron knowledge for Model 3 could have a poignant impact on its absolute brand, potentially ensuing in sequence cancellations and undermining its high patron satisfaction,” the note reads, according to Fortune.
There have also been reports that Tesla is delayed to respond to emails or calls per service issues.
In November, some Tesla owners told Automotive News that wait times at Tesla’s service centers stretched for weeks following the recover of the Model X. Alain Cohen, a Tesla owner, sued the company when it allegedly stopped responding to his calls and emails about repairs for his vehicle.
Tesla’s website now lists 72 service centers in the United States. It had 130 service vans to support with repairs as of early July.
Tesla is making moves to address customer service complaints. In further to the new Executive Escalation feature, Tesla pronounced in Jul it will hurl out 350 additional service vans and 100 new service centers.
Ensuring patron service goes uniformly will be critical as business face prolonged wait times and a difficult delivery devise for the Model 3.
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