Let's Talk TESLA SERVICE

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  • เผยแพร่เมื่อ 28 มี.ค. 2024
  • Now You Know Tesla Service Video:
    • Tesla We Love You, BUT...
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    I worked at Tesla starting in July of 2017 as an Operations Analyst out of the Bethlehem, PA distribution center facility and left as a Program Manager based out of Austin, TX as of September 2021. I spent most of my time in the distribution and supply chain organizations.
    Before Tesla, I was a Director of Business Intelligence and Pricing at the largest Pet Food & Supply distributor in the US, Phillips Pet Food & Supplies based out of Easton, PA. My wife and I also owned a small business in Bethlehem, PA between 2016 and 2019.
    My thoughts are my own and are not representative of everyone who currently works, or has worked at Tesla.
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    Timestamps:
    00:00 Introduction
    00:44 Tesla service failure modes
    04:06 Is this really a big problem?
    10:44 Steps forward
    17:58 Wrap up
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ความคิดเห็น • 245

  • @some1private
    @some1private 2 ปีที่แล้ว +33

    This video needs to get as much exposure as possible.
    One of the clearest and thorough explanations on Tesla service. You sir are going places :)

    • @supersecretninjame
      @supersecretninjame 2 ปีที่แล้ว

      He has already been to places, hence the insight, hence the retirement.

    • @some1private
      @some1private 2 ปีที่แล้ว +3

      @@supersecretninjame no matter the distance travelled you can always go further, hence my comment.
      🙂

  • @grateful7839
    @grateful7839 2 ปีที่แล้ว +43

    One of the best decisions I ever made was to buy a Tesla.

    • @GET2222
      @GET2222 2 ปีที่แล้ว +8

      Two of the best decisions I have ever made is buying my TESLA and investing in TESLA.

    • @lanzer22
      @lanzer22 2 ปีที่แล้ว +6

      @@GET2222 I think investing in TSLA trumps buying a Tesla but I admit I also ended up doing both. :)

    • @DM-sv6jb
      @DM-sv6jb 2 ปีที่แล้ว +5

      I feel the same. 💯

    • @GET2222
      @GET2222 2 ปีที่แล้ว +3

      @@DM-sv6jb I see it as two different investors. Product investor and financial investment. If you don’t buy the car how can you expect or should expect people to buy the car? How do you expect the stock to rise?

    • @taekwondoboy23
      @taekwondoboy23 2 ปีที่แล้ว +3

      Bought the stock first. Then bought the Model Y. I'm even more bullish. A must own product to ensure you your investment is 👌🏻

  • @radicalradzik
    @radicalradzik 2 ปีที่แล้ว +24

    Humans - we are Velcro for negativity and Teflon for positivity. Great video Farzad. Service is a challenging area of any company - especially during periods of growth and scaling. Obtaining service via the Tesla dedicated app is a great way collect the service data across its growing fleet. Exciting times!

  • @mallamal5578
    @mallamal5578 2 ปีที่แล้ว +6

    I have used tesla service in the UK and i have always received
    a first class service

  • @TheWood1965
    @TheWood1965 2 ปีที่แล้ว +5

    My Tesla was in an accident last year, and it was repaired on time. This year, a camera went out and was replaced as scheduled. I then had a plug-in problem, and the repair was delayed twice by a week each because of their not having the part. I am pleased with the system and the service 😀

  • @richardackley1823
    @richardackley1823 2 ปีที่แล้ว +34

    I've had NO issues with Service. I've needed Service 4 times in three years. Tesla Mobile Service or Tesla Service has always been prompt, fast and friendly.

    • @lanzer22
      @lanzer22 2 ปีที่แล้ว +2

      I also have no issues, but I do live 20 minutes away form the Fremont factory. :) I think a lot of the complaints are from smaller states where the lack of notoriety of Tesla makes it hard to hire service reps.

  • @MichaelDo_Arthouse
    @MichaelDo_Arthouse 2 ปีที่แล้ว +3

    Very interesting insight to the back end of logistic allocation. As a consumer we only feel annoyance that things are late. We never appreciate how it gets there on time, and take it for granted that it is.

  • @DM-sv6jb
    @DM-sv6jb 2 ปีที่แล้ว +15

    I received excellent service at Eatonville, FL. I was treated with respect and the techs went above and beyond. I would love it if there was a service center closer to me, however. I live over 2 hours away from Orlando. That said, I know my Model 3 is the best car on the planet. The car is a marvel of engineering. Beautiful, brilliant machine. My car is semi-sentient, I swear! I love Tesla and I will afford them latitude to grow into their role as they expand exponentially. It’s the least I can do for such an amazing company. For the 🌎 I support their mission 💯

    • @benfarrow9498
      @benfarrow9498 2 ปีที่แล้ว

      What did you get serviced?

  • @vitavacek3483
    @vitavacek3483 2 ปีที่แล้ว +2

    Thanks Farzad for addressing it! I listened to several channels on this topic, since you worked directly in the Tesla distribution center, I feel like you are the best source to listen to. Well balanced assessment!

  • @andycavalier1920
    @andycavalier1920 2 ปีที่แล้ว +11

    I’m still buying Tesla stock, I’m in it for the future.

    • @MrShragg
      @MrShragg 2 ปีที่แล้ว

      Good luck fren

  • @ScuroChiaro
    @ScuroChiaro 2 ปีที่แล้ว +11

    farzad, zac and jesse mentioned in their video the number of service stations per car compared to competitors.
    if tesla wants to solve their service problem, they simply can pump more money into that.
    i think its about how much money they are willing to spend for their customers.

    • @MrEveningflight
      @MrEveningflight 2 ปีที่แล้ว +3

      Yes, they have the money. To me it seems like they forgot this part of making business. I’m worried for them.

    • @farzyness
      @farzyness  2 ปีที่แล้ว +1

      Money is definitely a variable, but speed of roll-out and consistency of service is a different beast. If all problems were solved by money we wouldn’t have many of the issues we encounter today unfortunately, but your point is still valid!

  • @whcyeh
    @whcyeh 2 ปีที่แล้ว +5

    So glad you chimed in on this. So needed to qualm the FUD that tends to be generated from real issues and concerns that do need to be brought into light. Thanks!

  • @GeeKayKayGee
    @GeeKayKayGee 2 ปีที่แล้ว +5

    "Production Hell" during ramp up leads to Service Hell ramp up. Kinda

  • @mcwoodydrum
    @mcwoodydrum 2 ปีที่แล้ว +6

    Farzad! This is exactly what I was hoping to learn from you! I LOVE when you bring insights that are specific to behind the doors of Tesla. I have silent fears that being an employee at Tesla would be a living hell that pays well. I'm finding through you instead that it might be invigorating, yet stressful, yet perfect for some people.

  • @rolfruisinger6809
    @rolfruisinger6809 2 ปีที่แล้ว +3

    I love the fact my M3 doesn’t need no service for many months on a row

  • @thew.i.s.ecommunity7986
    @thew.i.s.ecommunity7986 2 ปีที่แล้ว +8

    This was a good video. I think you handled the issue from a parts and tech situation. The point that Zac and Jesse made that isn't being addressed is announcements of more service centers. Tesla has always had the foresight to build out the charging network and show all the locations and future locations but I simply don't see that same vigor in at least having 1 service center in every state. A service center with sub par staffing is better then no service center at all

    • @yeahbuddy92193911
      @yeahbuddy92193911 2 ปีที่แล้ว +2

      100% correct. They desperately need a service center in each state, start there then build more in the saturated areas.

    • @oof_Dad
      @oof_Dad 2 ปีที่แล้ว +3

      My nearest service center is about 500 miles away

    • @yeahbuddy92193911
      @yeahbuddy92193911 2 ปีที่แล้ว

      Holy sh!t. If Tesla wants to truly serve their customer they need one in every town with population over 80k

    • @farzyness
      @farzyness  2 ปีที่แล้ว +1

      Fair point!

  • @robthefixitguy7185
    @robthefixitguy7185 2 ปีที่แล้ว +2

    On this one they don't need to reinvent the wheel. You can go to any legacy automaker and get parts in a day or two. Copy that model and get the same results. As for service, license private operators to service Teslas or expand the corporate service stores. DIY info could also be useful. Many owners would probably be willing to fix small issues themselves if they have the info to do it.

  • @pollywollydo
    @pollywollydo 2 ปีที่แล้ว +2

    Always had good service from Tesla UK. Superb 👍👍👍

  • @aarontempleton2735
    @aarontempleton2735 2 ปีที่แล้ว +7

    A fundamental issue you are missing is Right To Repair. I would suggest researching that a bit. The fact that your only recourse is to use a Tesla Service Center is a root problem in and of itself. It also leads to a bad product (service in this case) due to lack of competition. They are trying to vertically integrate service, but that doesn’t work well when you can’t centralize it. You can integrate distribution centers, but creating millions of repair shops all around the world is not an option, but the one they indirectly chose. That is why they are failing.

    • @lucadellasciucca967
      @lucadellasciucca967 2 ปีที่แล้ว +1

      It s funny that you think they are failing, it s even more funny that you think of knowing better then tesla itself

    • @aarontempleton2735
      @aarontempleton2735 2 ปีที่แล้ว

      @@lucadellasciucca967 they are failing in a number of ways around survice. To think otherwise requires ignoring lots of evidence of their bad service history. I’m an all-in inverstor in TSLA and Tesla itself is obviously succeeding. But they are in no way perfect. Recognition of that fact is in fact central to their success. But so far this category has escaped the needed attention. As to having the audacity to think I “know better than Tesla”, don’t be a lemming. They and Elon are not flawless Gods. They balance priorities and make human mistakes. Both are sources of error. To ignore an error and pretend it doesn’t exist is a religious trait. Don’t be religious about it. Perhaps they know better but have simply chosen to not prioritize solving that problem. Perhaps those with the means to correct the problem aren’t aware of it. Or more likely both, as it is a large and complicated problem.

    • @lucadellasciucca967
      @lucadellasciucca967 2 ปีที่แล้ว +1

      @@aarontempleton2735 I dont agree at all. You re undertastimating them quite a lot. "escaped the needed attention" "not prioritize the problem" "aren t aware"....these are all assumption that don t make any sense. The problem has been addressed multiple times and a team is dedicated to service 365 days a year.
      You start by saying they are not perfect and that is the only truth, not everything can be perfect form the get go, very much different from saying they don t know about it, they aren t working on it, or they are not prioritizing

  • @mjy8098
    @mjy8098 2 ปีที่แล้ว +7

    It is not that a car is not perfect. With cars accidents or incidents happens. When you are utilizing such a product sh.. happens. We need more centers and parts that are often needed already at the disposition of the mecanic worker. Thank you for your great videos and your passion for Tesla

  • @TelsaUberPhilosopher
    @TelsaUberPhilosopher 2 ปีที่แล้ว +31

    I watched Zac and Jesse's show as well and it raised a couple of red flags for me, both as an investor and owner. They are my gold standard for Telsa information.
    You helped put some of those fears to rest with your remarkable diplomacy skills, Thank you.

    • @amyniemann9564
      @amyniemann9564 2 ปีที่แล้ว +2

      Thank you Farzad

    • @offwhitemke
      @offwhitemke 2 ปีที่แล้ว +1

      What do you think Tesla will do to improve service? Or will other parts of the business to continue to take priority?

    • @plojo
      @plojo 2 ปีที่แล้ว +4

      @@offwhitemke if I may, it seems like some people at Tesla took the quote "Best service is not needing service" too literaly.

    • @offwhitemke
      @offwhitemke 2 ปีที่แล้ว +2

      @@plojo For many aspects no service is needed. A missing brake pad is a clear failure by Tesla first to ship that way and then not to correct it properly. Lean Manufacturing should be applied to customer service. If something is wrong everyone should be empowered to identify a problem and make it a priority.

    • @AudiTTQuattro2003
      @AudiTTQuattro2003 2 ปีที่แล้ว

      @@offwhitemke ...so why isn't it happening?

  • @rb8049
    @rb8049 2 ปีที่แล้ว +6

    I have a 2018 LR 3 and have been into service many times. Had lots of common little issues as well known. My expectation is that Tesla fixes my car to my expectations. Generally I have been very happy with Tesla. I love the people. They are the best. They have done what is within their power to make it right.
    The two major issues:
    1. Intermittent issues that diagnostics are not capable. Tesla did take the seats out and the disconnected the charger door controller and put it back together and it mostly fixed the issues. Need to design for test ability of intermittent contacts!
    2. Windshield order was cancelled when Tesla changed the part number after I ordered the windshield. The order vaporized! Programmers need to design more robust software which deals with unexpected events like this.
    Generally I’m impressed with how well Tesla has managed the growth. They have room for improvement, but at least in Phoenix it’s quite good.

    • @sambira
      @sambira 2 ปีที่แล้ว

      So basically, in the #2 case, we see an example of where Tesla could communicate what is going on better. I've found that the customer communication needs to be more consistent. I've had good communication and some poor. BTW, I've hardly been to service because my Model 3 just works (2018 long range).

  • @rodneysmith1750
    @rodneysmith1750 2 ปีที่แล้ว +1

    Good information and excellent comparisons, I appreciate your efforts.

  • @grateful7839
    @grateful7839 2 ปีที่แล้ว +9

    Awesome service. Come on. When has a dealership ever come to your home?

    • @AVillageForBen
      @AVillageForBen 2 ปีที่แล้ว

      That's not the point, what if the closest dealer had to drive 3-4 hours to get to you, how is that efficient? They just need to open new service centers as rapidly as hiring will allow, is all.

    • @lucadellasciucca967
      @lucadellasciucca967 2 ปีที่แล้ว

      @@AVillageForBen xD way more efficient then having more service center then needed! Love how people like you think they re smarter then litterally the smartest people in the world working together!

    • @vinyllpreviews9462
      @vinyllpreviews9462 2 ปีที่แล้ว +1

      @@AVillageForBen i agree, Tesla will deliver about 1.6M cars this year, and 2.5M in 2023.
      Tesla really needs to ramp service centers and charging network for these cars on the road.
      I'm from Kansas, 0 service centers, and 5 superchargers. I really don't think that's going to cut it.

    • @AVillageForBen
      @AVillageForBen 2 ปีที่แล้ว

      @@lucadellasciucca967 Yeah, I think I'm talking to one of those types right now...😏

  • @rb8049
    @rb8049 2 ปีที่แล้ว +2

    It is important for people to hold Tesla to their quality standards. Customers set the expectations for products.

  • @j-rocgeo7499
    @j-rocgeo7499 2 ปีที่แล้ว +3

    I am the owner of a 2019 Chevy Silverado, the truck was well in excess of 50K. First off the buying process was in excess of 6.5 hours, combined with a annoying extended warranty pitch. I’ve had at least 5 recalls some of which were major. All recalls took at a minimum of three hours. I stupidly ordered new tires from them and that took 3.5 hours. Tesla doesn’t have a high bar to be on the same level as the oems.

    • @lucadellasciucca967
      @lucadellasciucca967 2 ปีที่แล้ว +2

      They already do a better job on average! For starter their cars break 10 to 20 times less and they will only get better!

  • @polarlight1369
    @polarlight1369 2 ปีที่แล้ว +8

    Farzad - your analysis and commentary is totally spot-on, as usual! I watched the Now You Know video about Tesla service and I thought they were making some valid complaints, but did not analyze the situation with same kind of fair balance that you provided in this video - I think their intents were good, but they have a little tendency to go for the more sensational kinds of coverage in their videos with the full knowledge that it will attract more viewers - also, your great video here made the same points, but in that more balanced and fair way - and did it in half the time, to boot! Thanks for all your great videos - much appreciated!

  • @grantguy8933
    @grantguy8933 2 ปีที่แล้ว +2

    To have statistics 📊 to compare is more meaningful. For NYK. I love both their and your channels.

  • @lanzer22
    @lanzer22 2 ปีที่แล้ว +4

    Another aspect is that Tesla moves very very fast, and many parts are updated and iterated in a matter of weeks. I can imagine having to stock or deliver both old and new versions of car parts are not easy, now compound that for different models through multiple iterations over the years.

    • @AudiTTQuattro2003
      @AudiTTQuattro2003 2 ปีที่แล้ว

      ...this is partly why legacy auto companies don't do upgrades mid run. The logistics of parts by a particular vin number are way harder.

  • @offwhitemke
    @offwhitemke 2 ปีที่แล้ว +8

    Rich Rebuilds also covered the service issues with some examples from customers. It is worth a look.
    I don't own a Tesla but I do rent them sometimes when I go on weekend trips. And even just renting I have had problems with cars I've rented. I actually had to reboot the computer because it was not showing the current speed while I was on the highway. Another time the owner had new tires installed by Tesla and it kept showing me there was an issue. The owner told me it was a false error but later I found the tire went flat and I had to take a Lyft home while the rental company sent out a tow truck. These are quality issues and it only adds to the demand on the service teams.
    I'm not in a rush to buy a Tesla from those experiences.

  • @andrewbell8837
    @andrewbell8837 2 ปีที่แล้ว +1

    I am in ontario. Service has been pretty good. One issue I reported need a part ordered. After a few days the part came in and mobile service came and replaced the part. The next mobile service was without issues. I ordered pars through the app and they came in and I was notified. I was a Customer Service manager. Most service needs an incredible number of steps to be taken to make things work and can fail at many points. (as Farzad mentions) Al what is said here is very accurate. Yes things go wrong at times. Get over it. Any supplier has issues just listen what Farzad has to say. It will take time with the incredible growt.

  • @randallreacts8210
    @randallreacts8210 2 ปีที่แล้ว +3

    That is a lot of potential failure modes, As a Manufacturing Engineer this reminds me of a PFMEA Process Failure Mode Effects Analysis. It is a boring process to do, but it certainly provides a path for controlling for these failure modes.

    • @randallreacts8210
      @randallreacts8210 2 ปีที่แล้ว +2

      Not saying it can solve the issues, but it can help mitigate them.

  • @mikek4024
    @mikek4024 2 ปีที่แล้ว +1

    Great explanation on issues that can cause supply chain probs that leak down to customer service issues. Hardly anyone understands how that 'gallon of milk' arrives at the grocery store, let alone the numerous 'one offs' of a customer needing X part in Y location. Enjoy your vids!

  • @rb8049
    @rb8049 2 ปีที่แล้ว +1

    Very good summary and assessment.

  • @budgetaudiophilelife-long5461
    @budgetaudiophilelife-long5461 2 ปีที่แล้ว +1

    🤗 THANKS FARZAD …FOR BRINGING LIGHT 💡💡💡AND REASON TO THIS SUBJECT 💯 %👏👏👏😍😍😍

  • @cybergigafactory
    @cybergigafactory 2 ปีที่แล้ว +1

    Great explanation! You are completely right, that bad outcomes will be told more often than normal or good ones.
    Sadly stories like this one from nowyouknow with the brake pad could damage the look of the entire company and that is bad for everyone.
    There should be a Number to call in each country that handles such bad problems as fast as possible IMO

  • @jeffkrupke3810
    @jeffkrupke3810 2 ปีที่แล้ว +1

    Tesla should have a single point contact. Someone will own the repair till the ticket is fully closed. And if there are issues single contact can look into time delays and update the customer. Communication is so key to good customer service.

  • @ericwhite1000
    @ericwhite1000 2 ปีที่แล้ว

    Thanks for doing this. Great presentation and info. Appreciated.

  • @Teddy_M85
    @Teddy_M85 2 ปีที่แล้ว +3

    Service is a great concern for me. I have a MYP on order and hoping for the best. Here in NY I'm hearing they are always backed up and only offer Uber credits instead of a loaner. Coming from a MB it will take getting use to. Every time I call for service in MB they will take me in right away and provide a loaner even for basic maintenance. The bill wasn't fun tho but I couldn't complain about the service. They even offer free car wash with every visit.
    Thanks for talking about this, we need the entire Tesla community talking about this!

    • @Teddy_M85
      @Teddy_M85 2 ปีที่แล้ว +2

      @@tatt0580 Too late... I already have Tesla solar and charger ready to go, plus hundreds of Telsa shares in my portfolio, my only hope is that these service issues doesn't become more of an issue then it already is. Like others have mentioned in other channels, no one should receive a brand new PERFORMANCE car with missing brakes! I know it doesn't happen often, but that person was blown off when she reached out for service. I don't blame the service crew because they were probably overwhelmed but some has to change. The focus seems to only be on only building millions of cars, but if the Tesla community speaks up, maybe they will listen.

    • @lucadellasciucca967
      @lucadellasciucca967 2 ปีที่แล้ว

      @@Teddy_M85 The focus is on building millions of the best car ever built that doesn t break in the first place. And that is exactly where the focus should be. People complainign about service now are people that can t see the future tesla is building

    • @Teddy_M85
      @Teddy_M85 2 ปีที่แล้ว

      @@lucadellasciucca967 So screw all the early adopters until Tesla produces the perfect car that doesn't need service? 🤦‍♂️.... I'm not saying they should stop all production, I'm just saying they are not a startup company anymore, these issues need to go away sooner rather than later, they have the money... Part of the problem is not even Teslas fault, due to politics/lobbying they are not able to setup service centers in CT, so the SC in NY by me is serving 2 states, which is why they give Uber credits vs a loaner.... Nevertheless, I'm not canceling my MYP order and selling all my Tesla stocks. I have confidence they will eventually improve but it's important we don't act like it's not an issue...

    • @lucadellasciucca967
      @lucadellasciucca967 2 ปีที่แล้ว

      @@Teddy_M85 my lord! Tesla service is not that bad mate, stop making it sound like service is worst then the other OEMs! It s not. In fact it s likely better on average. Is it perfect? no. Is it being worked on 365 days a year, yes. Everything is fine

  • @Trezker
    @Trezker 2 ปีที่แล้ว +4

    Something I think of is how the postal service tried to bring reliability closer to 100%. It simply couldn't be done and it gets exponentially more expensive with every 9 of reliability while not improving the customers perception of reliability noticeably. The few cases that inevitably happen just outweigh all the hard work of trying to avoid mishaps. So in the end, you have to accept that it's never going to be perfect and when it goes wrong, you have to address the perception of service. If you can't fix the car in a timely manner, you need to make the customer happy some other way in the meantime.

    • @Teddy_M85
      @Teddy_M85 2 ปีที่แล้ว

      Exactly 💯

    • @oof_Dad
      @oof_Dad 2 ปีที่แล้ว

      Plus stuff happens on the road. You hit debris, get rear ended, kids break things. Even 100% quality doesn't remove the need for service. The Tesla fleet is growing exponentially and service centers appear to not have the same trajectory.

  • @JRP3
    @JRP3 2 ปีที่แล้ว +2

    Tesla needs to put more resources into service and communication. These areas have been ongoing problems for years and they are recently coming to a head. As an investor I'd like to see Tesla slightly back off growth and concentrate on those areas if that's what's needed to fix this. Whatever it takes, get it right.

  • @charangohabsburg1
    @charangohabsburg1 2 ปีที่แล้ว +1

    Hi Farzad, you gave some detailed and insightful details about Tesla's servicee model and the related problems brought up by Zac and Jesse.
    I just wanted to add one of my observations regarding the discussed complaints, which is that it seems to me that most if not all those (actually few) unsatisfied service customers could have been made happy by a better communication, with which I mean that when there are some undue delais to be scheduled, that they really ought to be explained in detail to the customer instead of only shooting the shortest possible message to shift the scheduled service event for whatever amount of time. Of course this measure alone will imply increasing the number of empolyees in service centres just for increased and bette direct customer communication, but my guess (and experience in sales service in other branches) is that it would be well worth that additional cost.
    Based on my own experience, excellent communication turns 90% of so called "unacceptable delays" into pleasant customer experience!
    Furthermore I think that it will be a good idea that unhappy customers brings any constructive suggestion (as I believe that for example mine here above is) to the service centre team, which on its side certainly had to bring it forward to someone in the company that has the possibility to enable new communication tools and strategies or whatever will be seen as necessary.

  • @brickhunter9537
    @brickhunter9537 2 ปีที่แล้ว +2

    For me and 100% of ppl that I know own Tesla, what’s unacceptable is the ridiculous wait time for service, and I don’t buy the current supply chain issue excuse, cuz this 1 month wait time has been a constant since 2018 when I first purchased my Mod X.and I’m in So Cal where we have the most service centers.

  • @Inurufu
    @Inurufu 2 ปีที่แล้ว +2

    If I bought a Tesla or any other related product at this time or before - I definitely would have patience for a company that's just starting out and am sure will iron out the wrinkles as time goes on . This company is changing the world as we know it. It's a really special occurrence. Lot of people on the ground working hard - I know they'll pull through.

  • @Oldchannel69420
    @Oldchannel69420 2 ปีที่แล้ว

    Some really valuable points here, especially around the options when it comes to service and there being one option for Tesla owners given everything is in house.

    • @Oldchannel69420
      @Oldchannel69420 2 ปีที่แล้ว

      P.s. you did a much better responding than me Farzad! aha

  • @salocin911
    @salocin911 2 ปีที่แล้ว +3

    Watched their video as well. That scares me about the ceiling of getting to higher stock price or overall viability versus competitors.

  • @shaunsultzaberger8810
    @shaunsultzaberger8810 2 ปีที่แล้ว +2

    Working with Tesla service center again for priority issue. Reside in New Jersey. 12V battery died on 3 month old model Y. 6 days after it was replaced it died yet again rendering all electronics in the car useless. SC working on it now to see if they can figure out root cause of 12V battery dying so quickly. Software, firmware, or hardware?

  • @bjorkinho
    @bjorkinho 2 ปีที่แล้ว

    Very clarifying!!

  • @syrupgoblin4920
    @syrupgoblin4920 2 ปีที่แล้ว +1

    "It's hard to change the tire on the bus when it's moving 80mph" 😂

  • @shaunsultzaberger8810
    @shaunsultzaberger8810 2 ปีที่แล้ว +3

    the truth is somewhere in the middle

  • @parameshadhikari
    @parameshadhikari 2 ปีที่แล้ว +1

    I always had a great experience with Tesla service. There is no comparison with other ICE car dealers. It's not even an issue. I never had to feel sucker when I visited Tesla service centers. My only problem is I have been waiting for ever for my Model Y and Cyber truck I ordered the first day they announced. But I'm not complaining because longer it takes better battery range I will get.

    • @AudiTTQuattro2003
      @AudiTTQuattro2003 2 ปีที่แล้ว

      ...maybe not. Depends which factory you get it from.

  • @mychannelforfun5523
    @mychannelforfun5523 2 ปีที่แล้ว +1

    I had the driver rear window replaced. They rescheduled me twice due to the part being unavailable. Mobile Tesla came and replaced the window in 5 mins. Good thing the window just had scratches and not a hole 😂

  • @miguelrodriguez7253
    @miguelrodriguez7253 2 ปีที่แล้ว +2

    Oh good topic

  • @plojo
    @plojo 2 ปีที่แล้ว +3

    00:44 Tesla service failure modes
    it is basically a chapter on how tesla is bad at logistics. I hope you were just mentioning random things, as such, they are excusable occasionally.
    I can't understand how a service center can't have a breaking pad in stock, for sure existing models aren't using 20 different types :D
    Based on this and the stories going around about but service, also quotes from authorized repair shops. It sounds like Tesla doesn't want to have any stock of any part or DC are poorly managed.
    I am happy to have had one of the easy cases, only had to report a problem 3 times before I got an appointment.
    My second experience also ended well, was able to find a workaround, while 800km from home and two SeC in the area, didn't have the needed part at hand.
    Do not want to be negative, but for a car that barely needs service, when it is needed, it does take some effort from the customer.
    No, I don't miss legacy auto, despite of their well curated parts logistics.

  • @taiwanjohn
    @taiwanjohn 2 ปีที่แล้ว +1

    A lot of this will be solved organically as Tesla grows, but they could do a few things to accelerate the process. For starters, just look at the most common repair issues, and sort out the ones that only Tesla can fix vs. things that you could farm-out to retail auto maintenance chains like PepBoys or Walmart. Bring in partners like that, as well as the DIY parts market, who can help shoulder the burden of keeping some commonly used parts in their own inventory.
    So many of the issues you're describing are simple logistics, and most of the rest could be ameliorated by just having more options available, instead of relying solely on Tesla for service. As the fleet continues to expand, its only natural that service providers will start licking their chops at the growing market. And soon they'll be knocking on Tesla's door, asking how to get endorsed as a "Certified Tesla Service Center".
    The market will fix this in the long run, but at the moment we're in the middle of the inflection point, and the balance has not yet been restored.

  • @Anthony__420
    @Anthony__420 2 ปีที่แล้ว +1

    That happened to me once. My service guy came to my house. I had a squeaky left ball joint he came with the right ball joint instead. Lucky tesla solar is 10 minutes from me and they house a parts center there and they had one in stock

  • @Poxenium
    @Poxenium 2 ปีที่แล้ว +4

    If 2% of customers are dissatisfied with Tesla service, that's more than 40 thousand potentially angry customers.

  • @alexadams1627
    @alexadams1627 2 ปีที่แล้ว +1

    Right now I think Tesla is more focused on sales rather than service. In the Zac and Jesse story of a customer missing a brake pad from a newly delivered Mod Y (scary how this car could leave the factory like this - where is the quality control), 1st why doesn't service have brake pads in stock (hello?), 2nd just take the brake pad off another car to get the customer going temporarily untill a new brake pad comes in.
    Tesla, unlike other ICE manufacturers don't have millions and millions of parts to stock. Tesla has essentially only 3 models of parts to stock vs ICE dealers have 10 plus models of parts to stock. For distribution problems, send a couple of cars there to cannibalize for parts. Not efficient, but that's the price to pay for not growing the service department proportionally with sales. The Service Department is the last stop to keep a customer happy.

  • @rb8049
    @rb8049 2 ปีที่แล้ว +1

    Tesla needs to support independent and individual repair. All parts should be available for purchase. Those which pose risks should require signing of a contract with appropriate warnings and restrictions requiring signature at key points.

  • @mathewvacha
    @mathewvacha 2 ปีที่แล้ว +1

    Tesla should have a website for direct feedback on service from Tesla owners so that customers could rate the service by star rating 1 to 5 so that they will get both feedback 5star as well as 1 star service.

  • @solofreelancer
    @solofreelancer 2 ปีที่แล้ว +6

    One year into the Tesla ownership, I had to deal with Tesla service half a dozen times (from initial delivery issues, to tyre rotation, balance and wheel alignment, etc) and literally had not a single flawless experience. I refuse to think I'm so unlucky. I had to wait for parts (and have one part on order right now) which I always viewed with understanding given the supply challenges the whole world is facing. But practically all of the service engagements exhibited poor staff communication and planning skills, as well as poor work quality (never clear whether by the Tesla or a sub-contractor).
    The fact that Elon is obsessing with rate of innovation, engineering and manufacturing so much (as he should!) and Tesla's production and deliveries numbers are beating records, we don't see him or anyone at Tesla obsessing with improving the service issues nearly as much.
    Before I bought my Model 3 a bit over a year ago (that is the best car which I dearly love driving), I was convinced that it's the haters that exaggerate "bad service" rumours.
    Now I'm convinced that the service quality needs Elon's top attention. It can't stay like this for much longer. This is where Tesla need to invest their cash (of which they have so much) instead of pouring it into Bitcoin...
    I really like Farzad and enjoy his content, but I can't help but feel this video is sugar-coating the true situation.
    Disclosure: I'm a long time Tesla share holder, dearly love this company and have been following Tesla for years. But I think we need to be vocal about this issue so it gets fixed. Fast.

    • @AVillageForBen
      @AVillageForBen 2 ปีที่แล้ว +2

      Couldn't agree more. Tried discussing this with Warren Redlich during a livestream yesterday, and he went off on odd tangents, and then followed up his disapproval with the entire argument with a tin-eared response to Zac and Jessie's video. Was unfortunate, because it made him appear biased, like a fanboy who can't accept any criticism of the company. Or an investor too blinded by his own investment.
      I like Warren, I hope he sees the larger argument here. Regardless, though, our community has to keep talking about this directly to Tesla/Elon that this file is becoming too big to ignore, and that they should resolve to reverse the issue by the end of the year. Much like when they tackled/largely disipated the FUD argument that 'Tesla has poor fit and finish', I think Tesla can put this to bed before opposition groups start taking out more full-page ads in legacy media outlets 😏

    • @GregHassler
      @GregHassler 2 ปีที่แล้ว +2

      100% agree

  • @WSDFirm
    @WSDFirm 2 ปีที่แล้ว +10

    Regionally, I’m surprised Tesla is not using data to stop rescheduling appointments. Tesla has years of history to say, holidays will have more technicians call in sick 🤒, weather patterns in the winter ❄️ have more crashes, the data is there to know what parts are likely needed.
    Like the lines at Walt Disney World, if the sign says 45 minutes and you get to the ride early, no problem but god forbid it takes 48 minutes. It seems like hiring more and holding back service slots might be expensive but needed to solve these problems Jesse and Zac illuminated. Thoughts?
    With reinforcement machine learning, the slots could be adjusted in real-time to get a more satisfactory experience. It would not be optimization, but weighted optimization heavily weighting no need to reschedule.
    F.M. In earlier videos, you have said service, when you worked there, was not the same priority as manufacturing. Now it needs to be.

    • @lucadellasciucca967
      @lucadellasciucca967 2 ปีที่แล้ว

      it really doesn t tho. Manifacturing should be a priority 10 times over. Again, they are woirking on the service aspect already, it s not like thay haven t mentioned it for years! Some individual problem doesn t translate in a global problem

  • @TeslaElectron
    @TeslaElectron 2 ปีที่แล้ว +1

    I’m a first time owner and I have only had the vehicle 5 months and it’s now been in service coming up to 3 weeks. After two weeks not a word from them, I had to ring them to get an answer, they still fobbed me off and eventually their tech called. Yes they are having issues getting parts, that I understand, not telling me was the issue. In the original call they dropped my call three times I had to call back an hours on wait each time and I got three different people. There service is horrific.

  • @cleanitup_pls7893
    @cleanitup_pls7893 2 ปีที่แล้ว

    Very thorough and insightful video, great job. The whole distribution of parts chain is hit by covid, including I am sure the service centers. I don't know any type of service that is immune from the loss of workers or the illnesses of workers. The video by Zac and Jesse seemed to miss this underlying problem but some of their concerns are valid. Service needs to scale and ramping up this is only slightly less difficult than ramping up manufacturing.
    One of the problems of software engineering of the support systems could be they may not be designed for all the exception situations that come up. It is the information accuracy that either keeps everything and everyone updated and in synch; or leads to failures. Software engineers often don't see the importance of end-to-end data accuracy and write code for a simplified unchanging flow. Scheduling changes, parts change, delivery time changes, part availability changes, worker availability changes. Service is a dynamic scenario in this case and I suspect the software needs work. If I am right, this should be a priority.

  • @kimbels791
    @kimbels791 2 ปีที่แล้ว

    Service is not a Tesla problem, service is a Tesla OWNER problem. Fixing service issues starts from the perspective of the car owner. If customer service software was always customer-centric then red flags could be generated when the activity on a customer record (rather than a job record) starts to be too busy. This would pickup changed appointments, cancelled appointments, open parts orders, customer queries (open & closed). Basically good service means a quiet customer account record. A very busy customer record means something is going wrong.

  • @johnclark5148
    @johnclark5148 2 ปีที่แล้ว +5

    I had a Tesla service appointment two weeks ago. Two of their technicians were out sick with Covid yet they finished my repair on time and it was done right. Complainers tend to complain loudly while people who are happy with the work go on with their lives and don't complain on TH-cam. With supply shortages, transportation backlogs, government handouts and people not wanting to work, plus a two year pandemic, I'm truly surprised that Tesla can overcome so many the issues. Have you checked the shelves in a supermarket lately, or tried to order a part for your ice car, It's not pretty out there.

    • @oof_Dad
      @oof_Dad 2 ปีที่แล้ว +1

      I agree with your overall sentiment but the point of the video was the difference in growth projections in deliveries vs. service centers. We all know about GigaTexas and there is talk about expanding Fremont and there is a real chance it gets way more out of balance. Big auto doesn't plan to grow 50% YOY and active Tesla's on the road will continue to rapidly grow. Where are all the new service centers on the Tesla Find Us map to match?

  • @thecrazyandthewild
    @thecrazyandthewild 2 ปีที่แล้ว

    Thanks!

  • @paulwinter9672
    @paulwinter9672 2 ปีที่แล้ว +1

    Service is always a challenge for every company. Tesla is a new company in the overall scheme of things while BMW is an old company in the auto industry. I have Personal k owlege of the BMW service issues & can verify the difficulties that continually occur, in most cases beyond the control of the company & the customer. The customer Expectation level plays a very large role in this area, mostly reasonable but sometimes beyond all reason. On the other hand communication has a huge part to play here, as in everything else in life, and plays a large role in levels of satisfaction. There are some reasonable complaints in any service department but it must be kept in mind that there is a small set of people who are very entitled & are not going to be happy regardless.

  • @gentleman0678
    @gentleman0678 ปีที่แล้ว

    I decided to pass on tesla. I want them to succeed but these service issues are so consistent. My colleague was just talking about his service issues in Dallas,TX. Hopefully this changes in the future.

  • @IbadassI
    @IbadassI 2 ปีที่แล้ว +1

    These problems you explained at the beginning happens to all car companies, but Tesla seems to either be unlucky with more problems than other companies, or they are really bad at customer service.

  • @duaneturgeon2068
    @duaneturgeon2068 2 ปีที่แล้ว

    Being from the same state as Zack and Jesse, however western MA I have to agree with them. Invested in tsla in 2019, purchased y in 2021. Cbr trk order in Nov 2020. I have had 3 svc issues since taking delivery (non-cosmetic as build quality perfect) . My closest tesla service center is 109 miles east, 104 miles west. They will offer Uber credits but not for 100+ miles LOL. The techs have been great, but company expansion lackin.

  • @kennethng8346
    @kennethng8346 2 ปีที่แล้ว +1

    I think Tesla could take a lot of complaints out if they reach out to the customer on a proactive basis. A part gets ordered, then delayed, reach out to the customer, apologize, explain, maybe offer a discount on the part to compensate. Maybe give field managers the authority to do comps. Remember bad reviews always travel faster than good ones. Yeah you can't please 100% of the people. But if you can push quality from 99% to 99.9% most people will notice.

  • @joelschanbacher
    @joelschanbacher 2 ปีที่แล้ว

    I’d discourage Tesla from trying to solve every problem. One of the best pieces of advice I ever got was “Customer satisfaction is key to long term success, but some customers are not worth pleasing. Let competitors serve them.” Because not all customers are compatible with what you are trying to offer or solve for.

  • @40watt_club
    @40watt_club 2 ปีที่แล้ว

    Wise Words

  • @DogeLeague
    @DogeLeague 2 ปีที่แล้ว +1

    Buy the stock now then buy the car later down the line when service is better. I can wait 🙂

  • @paulf3353
    @paulf3353 2 ปีที่แล้ว

    Problem is in the end customer does not care about teslas or non teslas issues. They only care about their product being services on time. Current situation is seriously bad in almost in every part of the world.

  • @bac3phi
    @bac3phi 2 ปีที่แล้ว

    Now, this is the real and fair analysis. Unlike Warren Redlich willing to bite anyone brought up anything negative about Tesla :)

    • @lucadellasciucca967
      @lucadellasciucca967 2 ปีที่แล้ว

      Zack and jessy math is litterally wrong. And in their video they re basing opinions and conclusions on that math. Warren on the other hand just states facts. Prove it wrong

  • @user-mi3pv7ql4g
    @user-mi3pv7ql4g 2 ปีที่แล้ว +1

    Image getting transferred to Glendive Montana ( North East) for work and owning a Tesla. Where would you get your car serviced?
    Minneapolis seems to be the closest (South east Minnesota ) or Spokane Washington. That is a huge area.

  • @riverhigh4092
    @riverhigh4092 2 ปีที่แล้ว

    TESLA IS SO FROM 0 2 HERO 🥰

  • @Gaffa3007
    @Gaffa3007 2 ปีที่แล้ว +1

    I think the main issue is simple growth out stripping support. It's great to see Tesla going from strength to strength but the unfortunate truth is it means money out toward things like service has to happen at an accelerated rate.
    I have to tell you the service story (at least here in Australia) is a different beast. We Tesla owners are still basically early adopters. From the time Tesla entered the Australian market (2013) till 2021 they sold 10K cars Australia wide. 2021 to 2022 they sold another 10K. That number will likely double again this year. The ramp happens so quickly and yet the Service Centers have remained stagnant. We have all noticed the drop in level of support.
    I'm the guy they mentioned waiting on a mirror. It's illegal to drive here without it. The order for a mirror was placed early November last year. It's now almost February and I'm still waiting. Three months (and waiting) for a simple item. I am not unique. Others here, waiting on parts, see equivalent delays.

  • @Kneeder2
    @Kneeder2 2 ปีที่แล้ว

    Hopefully, in the not too distant future, FSD will enable all service issues (but disabling accidents) to be handled automatically. If the vehicle would require an inconvenience for the owner, it would make arrangements for repairs, drive to repair shop,and Robotaxi would/could be provided to the owner.

  • @mathewvacha
    @mathewvacha 2 ปีที่แล้ว

    It would be extremely difficult to manage all service centers required in the world to be run by Tesla directly. Tesla might have to outsource them into independent service providers. Tesla owners can then take their vehicle to any approved service providers.

  • @meldramir
    @meldramir 2 ปีที่แล้ว

    You should have an interview about this and other tesla issues with Zac and Jesse

  • @stcredzero
    @stcredzero 2 ปีที่แล้ว +1

    Given the magnitude of the delays in the Now You Know video, plus the levels of thoughtless disconnects, plus the magnitude of how overloaded the Massachusetts and New England Tesla service is, plus how UNFRIENDLY and UNSUITABLE the app system of communication can be in certain situations, I can't help but think that Farzad is being an example of the Tesla insider bubble. I say this as a Tesla bull and Tesla owner. There are things that need to improve, or it will sink the company!

    • @AudiTTQuattro2003
      @AudiTTQuattro2003 2 ปีที่แล้ว +1

      ...it does seem region specific, but more sales will make it a national problem if not addressed.

  • @snower13
    @snower13 2 ปีที่แล้ว +1

    Should empower the employees to throw money at service failures. Work a deal with Hertz to offer rentals as loaner cars.

  • @eplugplay8409
    @eplugplay8409 2 ปีที่แล้ว +1

    We ordered a Model Y last August 2021 and the estimated date at the time was January 2022. My estimated delivery date was stuck at September 2022 for a while but yesterday it was updated to May - June 2022. Are these estimation dates accurate?

  • @ak6513
    @ak6513 2 ปีที่แล้ว +3

    I am genuinely concerned about Tesla service centers. they should scale up dramatically as they ramp deliveries. I wonder what is the advantage they gain by doing service on their own. i feel it is a bit more than they can chew - a genuine tesla bull

    • @lucadellasciucca967
      @lucadellasciucca967 2 ปีที่แล้ว

      Dont be concerned, they have everything under control. They re way too smart not to

  • @MrXbloodline
    @MrXbloodline 2 ปีที่แล้ว +1

    It doesn't matter look at att Verizon or any other company few are above par customer service

    • @Mrbfgray
      @Mrbfgray 2 ปีที่แล้ว

      "Par" is defined by the aggregate not the few.

  • @Weetbixkidd
    @Weetbixkidd 2 ปีที่แล้ว

    Understable issues that will hopefully improve with scale and service centre density. Hopefully with their Hertz deal they can easily arrange replacement vehicles or have a selection of vehicles available at the service centre as temporary replacement vehicles. I am sure Model 3 owners would be delighted to trial a S plaid, model X or cybertruck free or charge whilst their vehicle is being repaired, even if it takes 4 weeks.

  • @georgeginsburg545
    @georgeginsburg545 2 ปีที่แล้ว +2

    Tesla should get ahead of the need for more service centers like they got ahead of the need for more and more Superchargers.

    • @lucadellasciucca967
      @lucadellasciucca967 2 ปีที่แล้ว

      They get ahead of thing they need to get ahead of, if they aren t it s because they shouldn t. They should go smoothly on like they ve been doing up to this point, and they will

  • @rb8049
    @rb8049 2 ปีที่แล้ว +2

    Demand for parts should be predictable. Can preorder parts to meet upcoming demand. This can be done for every part by modeling past demand and growth. Yes, lots of challenges with part changes and fixes changing failure rates, but should be modelable.

  • @Stanimir7
    @Stanimir7 2 ปีที่แล้ว

    So nice to watch this more nuanced view after seeing the endless attacks by Warren Redlich's video

  • @Steph1
    @Steph1 2 ปีที่แล้ว

    I hold it to the extend that I bought more shares today, can’t wait for more growth pain 👀

  • @gwgans
    @gwgans 2 ปีที่แล้ว +1

    Have had excellent service for an early build, needed almost no service on later build, but still waiting on recall part for a year.

  • @mrpaul5726
    @mrpaul5726 2 ปีที่แล้ว +4

    Growing pains of a fast growing company, when fully mature Tesla will have this nailed In the meantime you may not be 100% happy with Tesla Service 100% of the time, but it is patchy. If you are unfortunate enough to have a really bad experience, nobody expects you to be happy or to suck it up. Tesla management, want to know and want to address it.

  • @michelcote
    @michelcote 2 ปีที่แล้ว

    Excellent service for me as long as I use the app.
    Cannot talk to anybody and this need adjustment on my side.
    I still find human interaction part of the service.
    Too much part failed during warranty, never spend soo much time servicing a car.
    Really hope my car is sorted out now.

  • @notsomuch7875
    @notsomuch7875 2 ปีที่แล้ว +1

    The fact that they think Uber credits is satisfactory suggests that service is not a priority.

  • @bearlemley
    @bearlemley 2 ปีที่แล้ว

    Wow, let’s talk Ford, not just no service unless you drive it their yourself, but often they do the service correctly. But this seems normal after owning an ice cars for 45 years. The best service I have ever had from a service center is when sales offers you a new car while you are there. Then, they have excellent time and the even bring you coffee.

  • @MrHomer1995
    @MrHomer1995 2 ปีที่แล้ว

    As someone high up in the service area, were you working out of the factory or a service center?

  • @ismailnyeyusof3520
    @ismailnyeyusof3520 2 ปีที่แล้ว

    All Zac and Jesse are really asking is for Tesla to have better customer relations.