Posted on 10/05/2014 7:40:43 PM PDT by goldstategop
According to Consumer Reports, Tesla Model S owners are highly satisfied. In fact, the 99 out of 100 owner-satisfaction score gathered from 600 owners is the highest the agency has seen in years. This is somewhat surprising in light of what seems to be a high level of maintenance and service appointments that Model S owners are experiencing. To be fair, much of the maintenance seems to be due to hyperactive proactivity and misdiagnosis as the company learns to properly diagnose problems unique to its electric cars. Still, as a young vehicle manufacturer, there is certainly room for quality control improvement.
So, why doesn't what seems to be a high maintenance profile for the Model S, as Tesla works out the kinks in its fast-growing production line, weigh on the owner-satisfaction score? Beyond ditching gas forever and the vehicle's beastly performance, the company's game-changing approach to vehicle maintenance that takes the headache away from service likely plays a key role.
The Tesla approach to service Our goal with service is to be sort of invisible, Tesla CEO Elon Musk explained during the company's second-quarter earnings call. "It's like elves," Musk went on. "Like you don't even see it. It happens so fast."
Tesla has gone as far as actually bringing in people from Formula One to help with training its vehicle technicians.
Tesla's service goes beyond the rapid repairs you would imagine from a service team trained by Forumula One technicians. The company has adopted a number of other customer-first approaches that are uncommon in the auto industry.
A Tesla Ranger Visit: A technician visits the owner to perform maintenance and warranty repairs. Over-the-air updates: Like iOS and Android updates, Tesla can update the Tesla software and improve the vehicle without bringing it into the shop. Fully loaded loaner cars: When there is any inconvenience to the owner, Tesla will loan out a fully loaded Model S Performance vehicle. Valet service: Tesla owners can get their vehicle picked and replaced with a fully loaded loaner car so they don't have to drive to the service center.
Even after all this, Tesla has vowed that the company will never turn vehicle service into a profit center. "I have made it a principle within Tesla that we should never attempt to make servicing a profit center," Musk has said in a blog post. "It does not seem right to me that companies try to make a profit off customers when their product breaks."
Of course, the price tag for the Model S merits premium service -- but the company is bold to set the bar so high initially.
The company is not only redefining the electric car, its changing what after-sale service means and keeping your car on the road.
With top-notch customer service, the company is assured of a very bright future. And it helps that its Model S car is the best electric car in the world, period.
Tesla Motors is changing the face of the auto industry - and the auto service industry forever.
If Tesla wants to run ads on FR they should pay up.
Dayum. You getting paid for this?
No - but the story illustrates exactly what you should get when you buy a premium product or service.
If I had the cash, I would expect nothing but the best. And Musk is playing it very smart, here.
My ex-wife never appreciated the service I gave her.
Can I advertise here for my best-in-breed service?
I absolutely loathe ecocentric, newfangled plans but do you know what?
those cars are absolutely amazing.
I often see them in my area and people just say wow.
years ago I was dubious about Tesla end prejudiced against them, however I have undergone a total conversion.
Just as long as taxpayers aren’t funding their factories and stuff
I think the underlying challenge they face is not the cars, perhaps not even the battery technology, rather it is the underlying public infrastructure of power generation.
For now 1% people or less have such cars and the infrastructure handles it fine, but what about when 30 percent of everyone driving owns one of these?
what will then happen then?
THAT and not the other questions is what continues to vex me.
They are and the company backs them with an infinite warranty.
Its not what they sell its what they do after the sale that is just as important.
I always appreciate being treated like I am a customer.
I doubt Tesla/Volt/Leaf ever has 30% market share
I’ll pay attention when they run them off windmills.
The same rich liberals who plug them into electric outlets that feed off of oil, gas, coal and nuclear energy plants want to kill those same plants.
Staggering hypocrisy.
The company’s website does say they’re expanding their supercharger technology and stations.
Getting the infrastructure in place will determine whether a mass market electric car can be viable - and profitable.
The progress building their new plant in Nevada is astonishing.
Good that you have a open mind about these particular electric vehicles.
By no means will there be one in every driveway but they are innovative and super quiet. So quiet I worry people will not hear them and just get run over ;)!
I've been slow to become a "Tesla fan" myself and have lately been reading up on Elon Musk, his approach to business, the Tesla's design, etc.. after seeing a Tesla Model S every day in downtown Chicago as I commute to work.
I'd also seen one near where I live. Someone in the "rich, gated community" nearby has one, oddly the same color.
Then one day it struck me: IT WAS THE SAME CAR! I'd confirmed it via the license plates.
That same Tesla Model S drives 38 miles into Chicago every day, then 38 miles back home. It's been doing it for about 2 years now. I literally see it on the street every Monday - Friday in every type of weather.
Got me to thinking "maybe the reliability and range on electric vehicles is finally improving?"
Either way, I appreciate these posts on FR. I'm thinking Elon Musk is going to keep improving on the technology, and the customer service experience eventually making electric cars mainstream.
As long as "mainstream" is more like a Tesla Model S and NOT like a Toyota Prius!
Getting the charging infrastructure in place and "available anywhere" will help, the price of the car is what's keeping it out of mainstream adoption right now. As with anything "leading edge" the early adopters pay the highest price. Once Tesla's are more mass produced and the technology becomes commonplace, the prices should drop making them more affordable to the masses.
Tesla is an interesting story to watch.
There’s a difference between top notch service and top notch value. I would expect top notch service given the price of the car which presumably has the cost of service built in.
It’s value that sells. Give me great service like this at a cost lower than average service.
Well then they definitely won’t fit in Ferguson. Some folks there don’t get out of the street when the hear and see you coming, especially police.
“My ex-wife never appreciated the service I gave her.
Can I advertise here for my best-in-breed service?
LOL thats funny. What was the category? Working dog?
I can’t help but admire Elon Musk. What he’s doing is exciting. Thank God there are guys like him around who can make big things happen.
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