Tesla Improves In-Car Communication for Customers in Need of Service
Aug. 28, 2017—Tesla hopes to repair its communication reputation and prepare for the accelerated level of contact by improving drivers' ability to report vehicle concerns, Inside EVs reports.
Tesla has revamped its communication hierarchy and owners even have the option to escalate concerns. Tesla global vice president for sales and service Jon McNeill recently announced Tesla’s new streamlined communication contacts on the Tesla Motors Club forum. For any service issues, owners can call, email or Tweet. To escalate any issue, owners must go to their MyTesla account and click "Support" and then "Executive Escalation."
This all came on quickly after recent press involving a lawsuit filed against the Silicon Valley automaker by Alain Cohen. Cohen asserts that Tesla began ignoring him as he was trying to get information about fixing his vehicle. As the lawsuit surfaced, many others reported similar issues on various forums. Tesla issued the following statement in response to the recent lawsuit:
“Tesla consistently achieves the highest customer satisfaction ratings of any auto manufacturer because we do everything we can to ensure owners have the best possible experience. Our philosophy is to work closely with a customer to resolve issues if they are encountered, however, we will also strongly defend ourselves against claims that are unjust or lack merit. We have this same philosophy for every customer because we believe that all customers should be treated equally well. This is a matter of basic fairness.
All of the issues mentioned by this customer have long ago been fixed under warranty, at no expense to the customer, to the extent that repairs have been requested and are appropriate. The only exceptions are the seat, which we have been trying to install for many months, but the customer has chosen not to bring in the car to have it replaced, and the Bluetooth, which we have confirmed is operating correctly. Even though there are no remaining issues with his car, the customer has demanded a new vehicle, plus an additional cash payment. These demands are simply unreasonable.”