The arduous repair journey of the user of America’s leading electric car company

A brand new Model 3 is lining up to be fixed for a series of problems related to faulty computer systems, wireless phone chargers not working and lack of USB ports. A supposedly repaired Tesla turned out to be unrepaired, and something fell on the vehicle, damaging its paintwork. A dead rat and a bottle of rat poison were discovered in the front trunk of a Tesla after a trip to a local service center.

These are just a few of the series of after-sales service issues Tesla has reported by customers themselves in complaints filed with the Federal Trade Commission (FTC). The Recode site has collected detailed information on more than 1,000 Tesla-related complaints, including more than 120 customer reports that discuss specific issues with quality of service, delays, and other issues. Other problems.

Meanwhile, more than 9,000 complaints have also been filed with the Better Business Bureau regarding similar concerns from Tesla owners. The Better Business Bureau is a private, nonprofit organization that allows consumers to file complaints against a business if they feel they have not been treated fairly.

Earlier this month, an electric vehicle owner posted on Twitter that he discovered a part of his car had been taped up after lying for 51 days at a Tesla repair shop.

These reports reflect growing frustration with Elon Musk’s electric vehicle company over the way it approaches maintenance and repair. And it’s not just complaints, discontent is echoing across the internet, from Reddit posts to online forums for Tesla users. Complaints point to all sorts of problems with the Tesla ownership experience, including insufficient number of service centers, limited spare parts availability, poor customer communication, quality Poor production and long waiting time for repair.

And part of the frustration stems from the claims of electric vehicles themselves, which are advertised as easier to maintain than vehicles powered by internal combustion engines. Essentially, electric vehicles require no oil changes, have fewer moving parts, and use regenerative braking, which means longer brake pads. Tesla even stated that they “Designing every Tesla vehicle with the goal of eliminating the need for service.”

However, the figures tell a different story. Tesla drivers tend to visit service centers at roughly the same rate as owners of premium gasoline-powered cars, such as Lexus or Audi, according to people research firm data JD Power consumer.

And Tesla’s approach to service is also disappointing some customers. While automakers like Ford and GM have a network of thousands of independent dealers and mechanics to repair their vehicles, the majority of Tesla car repair jobs tend to be completed by contractors. technicians hired or authorized by the company. Tesla warns customers that damage or failures caused by technicians not certified by Tesla are not covered by the company’s warranty. In the past, Tesla has also opposed legislation supporting the right to repair movement, which advocates making it easier for people to repair their own devices and tools.

Meanwhile, Tesla’s manufacturing output has grown at a significantly higher rate than the number of service centers opened. And again, the vast majority of current Tesla owners rely on them when their car has problems.

Specifically, the number of cars that Tesla produced increased 68% in the first quarter of this year, compared to the same period last year. But the number of stores and service locations only increased by 20%. Meanwhile, Tesla’s mobile service team, which includes Tesla mechanics who travel to customers’ locations to complete repairs, also increased by only 35%. During the company’s annual shareholder meeting earlier this month, some Tesla investors questioned when the company would increase the capacity of its existing service, which cannot currently support the number of Tesla vehicles. running on the road.

“Service is an issue, but it doesn’t have much of an impact on sales.” Rich Benoit, a YouTuber about Tesla electric cars shared. “So Tesla won’t focus on this service issue until they notice a drop in sales. So this is really not a problem for them.”

And if you want to contact Tesla to inquire about these complaints and the status of Tesla’s service, unfortunately, the company disbanded its public relations team in 2020, so there will be no answer. given.

Electric vehicles are still relatively new, so many car mechanics don’t have much experience with them. In contrast, fuel vehicles have been around for more than a century, so it’s no surprise that they already have a well-developed repair infrastructure. Many people still have problems with their gas-powered cars, but they certainly have more options when it comes to fixing them. Of course, it’s difficult to make a comparison of what the ideal repair service would be for electric vehicles, because the two models themselves and the way the companies that repair them are operating are very different. together.

That said, major criticisms of Tesla’s service model have been around for years, and it’s unclear if the situation is getting any better. While CEO Elon Musk has long promised to expand the range of services, it seems Tesla’s focus on manufacturing – and selling more cars to more new customers – still comes before fixing the cars. that people bought.

Tesla says electric vehicles should be serviced “as needed,” depending on environmental conditions and frequency of use, but certain requirements, such as tire rotation and brake fluid checks, must be met. In addition to the benefits that come with electric vehicles with fewer moving parts, Tesla electric vehicles are largely computer-operated, allowing the user to control most of them everything from a giant touch screen that connects to the control panel, so the company can also do a great deal of diagnostic work remotely.Some updates and fixes are even available. is completed via over-the-air software updates.

But based on customer feedback, services don’t seem to be Tesla’s strong point. Back in 2019, more than 20% of Model 3 owners surveyed by Bloomberg were unhappy with the timeliness of the service. Another survey of Tesla owners in 2018 also found that although people love their cars, problems with service and repair don’t seem to be improving. Tesla’s advertising that its cars “require less service” turns out to be explained by customers’ frustration with the service.

And poor manufacturing may also be creating high demand for Tesla repair service appointments. J.D. Power placed Tesla at the bottom of its initial vehicle quality survey in June, a list that measures the production maturity of new vehicles.

Several complaints against the FTC raise similar concerns. A Tesla owner from California told the agency that last October their Model 3 had to go to a service center immediately after purchase to fix problems with the body panel. .

Another complaint alleges the company delivered their vehicle in a leaky condition. “Tesla did not attempt to fix this coolant leak in good faith,” the complaint reads. “They delivered a brand new car with a major defect and after 6 months still couldn’t fix the coolant leak. They continue to delay efforts to fix it. This failure can permanently damage the car’s computer, engine or battery, and endanger the driver.”

One possible explanation is the limited number of replacement parts. An owner of a 2016 Model S said that the car’s touchscreen system was recalled in February, but the parts needed to fix the problem weren’t available until now.

Another complaint said they brought the Tesla with a punctured tire to a service center, but there were no replacement tires available. “I love the car, but can’t accept customer service. This is the last Tesla I will buy.” this Florida customer shared.

Other complaints also mention long commutes to repair centers, as well as weeks-long wait times. Recently, the EV blog Elektrek reported that employees who are not trained to repair cars have been included in the repair team by Tesla.

Despite customer and shareholder concerns about service, matters will only get worse as Tesla builds more factories and ships more cars. The company produced nearly half a million cars and SUVs in 2020, nearly a million new vehicles by 2021, and aims to produce 2 million more by the end of 2022.

At least there is still some good news. That’s according to recruitment data firm Snow Bull Capital, employees of Tesla’s service division earn significantly more than its manufacturing division.

Refer Recode, BI, VOX