- Tesla is now allowing customers to contact executives directly with their issues.
- Tesla has received high ratings for customer satisfaction, but s
- ome customers have complained that the company's service channels are slow to respond to inquiries or complaints.
- Customer service will be extremely important as the company rolls out the Model 3, its first mass-market vehicle.
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Tesla is now letting customers contact executives with their complaints (TSLA)
Tesla is now allowing customers to contact executives with issues that aren't being addressed through traditional channels.
Tesla is doubling down on its customer service efforts as it ramps up production for the new Model 3.
Jon McNeill, Tesla's president of sales and services, said owners can now escalate their problems directly to executives in the Tesla Motors Club forum, Electrek first reported.
McNeill encouraged Tesla owners to still explore traditional customer service or repair channels, but said owners can now use a new Executive Escalation feature through their Tesla account.
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Tesla did not immediately respond to Business Insider's request for comment on the new feature.
The electric-car company has received high marks for its customer satisfaction. In fact, in 2016 the company received the top ranking for owner satisfaction from Consumer Reports.
Some customers have complained about Tesla's sales and service channels.
Tesla doesn't rely on a dealership network, cutting down on the number of people who can walk a customer through the purchasing process.
Toni Sacconaghi, a Bernstein Research analyst and Model X owner, wrote in a note that this could pose issues with the rollout of Tesla's Model 3, which has a large backorder.
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"We believe that any shortfalls in Tesla's customer experience for Model 3 could have a significant impact on its powerful brand, potentially resulting in order cancellations and undermining its high customer satisfaction," the note reads, according to Fortune.
There have also been reports that Tesla is slow to respond to emails or calls regarding service issues.
Automotive NewsAlain Cohen, a Tesla owner, sued the company when it allegedly stopped responding to his calls and emails about repairs for his vehicle.
A Tesla spokesperson said that Cohen's most issues were fixed under warranty at no additional expense. Those that weren't was because Cohen chose not to bring the car in and have them replaced.
"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," the spokesperson said.
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Tesla's website currently lists 72 service centers in the United States. It had 130 service vans to assist with repairs as of early July.
Tesla is making moves to further improve its customer service as it ramps up Model 3 production. In addition to the new Executive Escalation feature, Tesla said in July it will roll out 350 additional service vans and 100 new service centers.
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