Tesla Responds to it's Service Criticism and It’s Exactly What You Expect
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- Опубликовано: 3 окт 2024
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Thanks for coming by! I'm sorry for not considering how far away the steakhouse was from where we were beforehand when offering you all dinner. Next time!
Also, thank you for fixing my front door!
You know this degenerate?
@@rustyshakleford5230 gargle
Don't tell anyone that seatbelts and helmets are optional if over 18 in the mythical land of Live Free or Die. Apparently, those are fightin' words on the internet and "impossible to be true".
@@rustyshakleford5230 compared to NYC landlords I'm sure Rich is a paragon of virtue!
Fun treat to vid getting see you.
Rich, I understand you're 'over' talking about Tesla, but you're one of the best people to do so. You have rebuilt multiple Teslas (to stock form, and not so stock form LOL) and you understand the company, _especially_ the parts & service side, better than most! People like you and Louis are doing great work, whether you believe it or not.
Talking about tesla is boring these days though, rich is better than that
I think it’s like beating a dead horse, nothing new to talk about. Time to talk about something more interesting
Its better then nothing….
As soon as a vehicle is scanned into a shop, or deadlined for home service, all subscription based assets should be suspended at no cost to owner. How hard is it to have a tool or protocol in place to push subscriptions to the right if the vehicle is unavailable or undrivable waiting for service.
@Kevwe Patani That could be a subscription service itself..... For a few bucks a months Tesla will disable your subscriptions during the periods in which they deem that they were unavailable to you....
*exactly* 👍👍👍
Logic and common sense... wish they could hire someone like you... except they're selfish and would do anything to rob you of every single penny
All they would have to do is add it as a feature of service mode. When the technicians put the car in service mode the fsd subscription pauses until it is no longer in service mode.
You're supposed to get credit for the days your cable service goes down. No reason this shouldn't be the same.
Damn dude, now I feel bad that I bothered you about my broke Tesla all weekend.
Lmao nice
Lol good one
To be honest - I waited for this for such a long time. To people who are fighting so hard for right to repair with 2 the most influential companies in the world. Gentleman's, pleasure to see this.
EDIT:
I've done some mistakes while writing, but first of all I'm not English speaking person (I mean I wasn't born in an English speaking country), second - autocorrect.
If the customers would just quit buying Apple and Tesla products they would change their service policy real fast. If I make a stupid buying decision I don't expect the government to bail me out. I remember when the big three only produced crappy products. Toyota came along with better quality and forced the big three to up their game. If you don't like the company's policy than just quit buying their damn products. It's really that easy.
@@jimfarmer7811 Its not just tesla and apple, its almost every company at this point. Watch a few of Louis Rossmann's videos, and he explains it very well.
@@jimfarmer7811 Now, now! Don’t you come in here with your new fangled logic and common sense!
@@Broker205 I don't see the logic or sense. Every medical equipment company does this, the major ag companies do it, just about everyone does.
@@t1m4r59 I have to call B.S. on your statement that "everyone is doing it". If I want to buy a part for a Toyota or Ford I can buy it either direct from the OEM or a third party. No questions asked. My Samsung phone is cheap enough that I can afford to throw it away on the rare occasions that it breaks.
I am so glad that Louis and Rich are buddies. You guys are unstoppable. Educating millions of people about right to repair and how these companies walk all over people. Enough is a enough.
Btw my plaid is out of service center but I am not driving it. Will sell the car the moment the pink slip comes.
I can't believe Steven couldn't get a replacement seat and airbag. That is just ridiculous.
Good point by Louis about not buying another Tesla. I learned my lesson. Hopefully we have new EV options available soon.
Thanks Rich for everything you do. Seriously it helps everyone.
Hey Rich I posted my service records in my community section. MDU failure and replacement and broken door handle at 289 miles. Check it out haha
There are ev options available like the leaf + or mustang. Tycan turbo. Kia ev 6 etc you just have to look
And then the Will steps in and we just need a forth person (Sandy Munroe?) to have our four riders of common sense apocalypse. I, for one, am so ready
@@jonahspuck2577 Didn't think I'd say this about a Kia, but the EV6 actually looks pretty good.
As someone who actually sued Tesla I can only say that part of my settlement is that I am not allowed to discuss the details of the case. I however can say that the theories offered here seem very familiar to me. While many other companies lack the agility to be like Tesla, at the same time they excel in areas like public relations, customer communication, issue resolution as well as parts and service availability. Areas where Tesla really needs to improve.
Did you win?
If I were a betting man, I'd say he settled out of court :D
@@pgbpro20 Yes, I settled out of court. I would still consider Tesla for future purchases but I will be even more cautious the next time around. I'll bet the person who experienced the FSD debacle does not feel as charitable though. It's a shame to because customers like him are GOLD for Tesla's bottom line.
@@petersachs764 Did you receive the Asparagus Bundle tho...?
1st time, shame on you 2nd time shame on me!!
19:53 I purchased a certified pre-owned bmw i3. The heater stopped working and the car showed a "drive-train" error on the dash. I took it to a dealer and the dealer said they didn't have a clue how to fix it. But to pay $2000 on a hunch to fix it. That didn't seem right to me. So, I called a special telephone number for BMW north America. BMW apologized and took the entire car apart. They replaced every single wire harness, the entire HVAC system, the entire electric drive-train, and all computer modules in the car. They flew an engineer from Germany to train the techs at the dealer and supervise the repair. They even specially wrote new firmware so that the new computer modules and new HVAC system could interact with the car. In total BMW had the car for 2 months. They told me to pick a car in the dealerships lot and gave me the key for it to use as a loaner. It took over 200 hours of labor to repair (dealer charges $160 per hour) and over $23,000 in parts (if I paid the prices compared to bmw's parts list). Given that they said that my car was apparently one of the first to arrive in the states and they wanted to use it to train the dealer / research and development for future vehicles. But still THAT IS CUSTOMER SERVICE! Tesla could kick rocks. BMW actually does care about their customers. Even if their cars are always flawed in some way. They at least watch out for their customers and that is all that matters.
Only if you're in warranty (I have my own BMW story), but yeah, you are right, that is much better than these Tesla stories under waranty.
Our experience with VW was pretty good - in 2013 my dad bought a Touareg TDI Executive, dealer managers car with about 5,000 miles on it, most expensive car VW made at the time at just over $60,000. As part of the deal they agreed to fix two small broken interior bits for free, even though we had haggled them down to $47,000. We even got free car washes for the duration of the 100,000 mile warranty. After the whole emissions scandal VW gave him ~$12,000 and extended the warranty another 25,000 miles. Even when they had to tear the top of the motor apart to replace two coolant lines it only took a few days. Our salesperson always made the point of getting us the nicest, newest loaner he could find.
Meanwhile Tesla: “oh yeah sorry we can’t give you a loaner.”
Bullshit, they just don’t feel like they have to because people are so fervently obsessed with the company.
Preying on customer loyalty to buoy your bottom line is a short-term strategy. If you pay for a premium car, you should absolutely be getting a premium experience. It’s like being charged for WiFi after buying a $500 hotel room - reeks of cheap and shitty.
I'm leasing an X3, BMW has the best service! Everyone at the dealership is so professional and friendly.. A month after the start of my lease, I noticed a little paint pealing from the edge above the back window. Took it to the dealer, they gave me an X5 loaner with all the bells. Took my X3 in another time to get detailed, they gave me another beautiful loaner.
My first BMW, and customer for life🙂
👏🏽👏🏽👏🏽👏🏽👏🏽👏🏽👏🏽 This is what I’m talking about.
M power!!!
Shout out to the fellow subscriber that happened to have the seat sensor for my airbag. Thank you for the kindness and connectivity of the internet.
interwebs magic
Made me happy made me smile
The matures guy in the team loved it when you told rich to always treat a battery like it’s live.
Better safe than sorry👍
Great Stevon thanks for everything you're one of best internet characters I wait for, every week
I'm surprised you've admitted to adding contraband sensors to a Tesla safety system. Tesla will be very unhappy that your passenger will be protected by this questionable part, installed by people of questionable character. It's almost criminal.
True story, I was parking in Costco and saw a Tesla with duct tape all around the front left headlight, I immediately thought of the lack of parts this channel brought up (upon other things) and laughed in my gas powered vehicle.
Reminds me of those beat up Nissan Altimas you often see😂
@@dogedude9537 But I love my little Altima. (So much that I sold it for a Toyota Corolla. It runs, it drives it gets good gas mileage and I made it into a plug in EV with a diy conversion. My town trips are all battery powered.)
When I went to take delivery of a Tesla, there were quite a few of quality, alignment and paint issues. I pointed this out and was told not to worry and make a service appointment. The earliest appointment was 2 months after I took delivery and they refused to fix the paint issue because they said I drove the car for two months already and I couldnt prove the car came like that. They tried to look into the account to see if there were any notes made on my account(i knew there wasnt, because they told me to make a service appointment for my problems instead of noting anything) and said they cant do anything. They said I shouldve filmed taking delivery instead of making a service appointment only. The car has been to the service center 8 seperate times for a variety of reasons. Im now waiting to take delivery of a Taycan and cant wait to sell my Tesla.
I got rid of my Model S in 2019 and have never regretted it. Tesla does not care about the customer. They screwed me over in multiple ways and it’ll be a cold day in hell before I ever buy another Tesla.
The taycan has got me thinking different about electric cars
@@chiefdenis No surprise it's a Porsche. Porsche, unlike Tesla does understand how important customer relationships are and strives to maintain positive relationships with their customers.
They need to do a white glove delivery like TVs 😂
I never would buy a tesla. I just basically bought a ford explorer instead at least i can get timely service and my alignment is good but yea i get looks for wanting an SUV that's not a fucking tesla, i'd rather sitdown and put fuel in something or charge something that can get service.
$130K for a couple of electric motors, a ton of flashlights batteries, and some software? Do people realize how absurd this fancy golf cart is?
"You wired Tesla your money they are done with you now" that is how I feel as a Tesla owner
As a Tesla owner I've had the opposite experience so far since May 2019. I feel like they've promptly dealt with any issues I've had with my 3. I really wonder if the location matters though. I'm in San Diego where Tesla has had two service centers within 26 miles of each other for a few years now. The staff have always been super helpful / friendly and taken care of the problems within a few days max although my car hasn't had any issues for the past year and a half that couldn't be taken care of by friendly mobile service. I feel like they have room to improve in other cities / states, as well as their refund policy for sure should have been easy for that guy to get his FSD money back in full for the two months his car was out. Either way none of this is reason imo to give up on them. Keep up the good work encouraging them, Rich!
@@Radium3D I bet the location is key.
Tesla have been operating in California for ages now, makes sense they would have a much more comprehensive service infrastructure.
I'm in Israel, they only sell the Chinese model3 here, and they are all stuck with missing parts and no heating. I'm not sure what kind of representation Tesla even has here, except for selling the cars.
I'm only an owner since 2020 in Denmark, but my few issues were promptly dealt with and with great customer service. I also destroyed my mud flaps over a bump that was a little too steep and they covered that under warranty even though it was definitely my own fault. I definitely think locality is an important factor as that's true for any service experience of any other major company, in my experience.
That has been obvious for years. All they care about are quarterly quotas for shareholders.
This! They literally told me nothing was wrong with my brand new car when I tried to get service for a wheel that was making a horrible scraping sound. Turned out that there was a f*cking BRAKE PAD MISSING from the factory. I cannot imagine any other car dealership or manufacturer dealing with a customer the way they dealt with me. It's definitely a "we already got your money so screw off" type of vibe.
Thank for that great discussion with Louis Rossman.
Lot of great lessons for business executives in dealing with customer experience and customer complaints...
... if they are willing to listen.
And for customers fanatically pledging loyalties to companies and not realising that it's just business and all the fluff they hear is just that, good for shareholders and not much else.
Ever notice how many companies have no trouble taking your money or payment,but refunding it seems to be impossible!
We need that jet tracking kid to track our money.
@@orishaeshu1084 he is not a kid lmao
Could be worse - look at Pfizer and Moderna. They made a product that doesn't do what they initially said either, you cant sue them for that shortcoming, or any faults of the product afterwards, the government says you must have their product, the media says there is no alternative, and so far it's looking just like a never ending FSD subscription plan. I think we are starting to see how these billionaires lock in years of profits.
@@aussie2uGA Moderna actually got full approval for its product so I guess it did what it was supposed to do.
@@orishaeshu1084 Actually it didn’t. Only Comirnaty got FDA approval.
in my country, charging a fee for no service is an offence. big banks have been put in their places for this. idk how the fuck does america's consummer affair or whatever you call it agency works but this is a classic case of "fee for no service".
"Lobbyists" paid by industry groups have basically gutted any goodness from consumer rights legislation, at both State and Federal level. On his "Steve Lehto" automotive lawyer's RUclips channel he often describes that.
Rossman another warrior in the fight for 'right to repair'. Been watching him a good while. Solid dude...
They do have right to repair going well u know, but this is about customer service and the policies that are used
He's not just another warrior, he's THE warrior.
Tesla's system should put a hold on the subscription for Self Driving the moment a car gets logged into a service center. Then resume the subscription when the car is logged out. That should not be difficult for them to do.
Too logical
Car as a service is horrible.
You already paid for the goddamn thing. I am never paying subscription for it.
My Tesla model 3 gave a 12 V battery dying warning on 8/2/21. I scheduled tesla service who promised to change the battery on 8/3/21. However, by end of 8/3/21 - the car was dead. Tesla then rescheduled the service to 8/16 because they did not have battery in stock. They refused to give me back up transportation for 2 weeks that car was not able to be driven. My car which I bought in November 2018 is still under warranty. A customer service focused Tesla would have known how many cars will have dying batteries in a particular month and would have made sure that they had batteries available to replace those dying batteries. I offered to buy Ohmuu battery if they will replace the battery. They refused. I could not be without a car for 2 weeks. Rental car for 2 weeks would have cost me $500 so I bought Ohmuu battery and replaced the battery myself. I will never buy another Tesla ever again.
Tesla is still scaling like a day one start up. Their focus is shareholder value and that is dependent on growth, i.e. increasing sales numbers. If they have to live with a million unsatisfied customers (who have to wait for extended periods for spare parts) in exchange for half a million more car sales, they absolutely will.
why wouldnt you just buy a new battery, it does not need a special 12v
Mine was going out and had to get them to send out AAA to swap out the battery
@@maxmeier532 and as soon as other model become more readily available (like the polestar), Tesla will go bankrupt in no time
@@adrian69644 Tesla would have replaced that 12 V battery for free, if I would have waited for 2 weeks. But I did not have vehicle for those 2 weeks. Yes that 12V battery is replaced under warranty. Your service experience will depend upon local service center's whims
Yeah... I've been a Tesla fan for a long time, and enjoy my M3 a lot. But 2 friends just went through bad experiences with service. One was just a bonked delivery, missing vin and a month of delays.
The other was a full shut down car, 2 weeks of fixes, more fatal error codes, another repair, then the test driver wrecked it! Clearly they didn't want to keep the Tesla and another round of hassles to get them to refund the purchase. (With threats of layers in the middle).
Tesla is going to be under pressure as many alternatives come to market and they need to get a handle on their service issues. They will not keep their fan boy status for much longer at this rate.
You say you are a Tesla fan but you drive a BMW M3?
@@mexicanspec, probably means "Model 3" and doesn't understand that writing it as "M3" adds confusion.
@@ShawnD1027 I am sure of it. Why do people need to save a couple of letters? I don't get why some people are so lazy, or maybe they think they are being cool by doing that, I don't know. I guess it is the same as the idiots that refer to a Mercedes or BMW by the chassis number.
@@mexicanspec, I'm a BMW guy and refer to chassis designation all the time. It makes perfect sense in the correct context, and adding other info is often superfluous, if not irrelevant.
If, for example, I need a sunroof panel for my BMW, I would say "I need an E28 sunroof panel." I don't need to say and specifically get a "06/87 build date '88 model year 535i North American specification sunroof panel." They're all the same.
@@mexicanspec M3 is pretty common usage on other Tesla related boards/comments. And this is a video about Teslas.... Soooo...🤷
This is the collaboration we didn't know we needed.
If you pay $130,000 at literally any other car dealer - you walk in to the showroom and they treat you like royalty. It’s ridiculous Tesla doesn’t lose more customers
No they don’t. Car dealers suck.
It says more about people than Tesla......sadly.
Apple used to make servers. And their 'service kit' to have on site service, was basically another server in a box as parts !
So to have service for your Tesla, Buy 2 Teslas, 1 assembled that use drive, and the second, as a big box of parts, ready to swap out.
Once you use a part from the swap out kit, re-order that select part, and well - you will wait for it eventually, but you have no delays in keeping the 1st full built automobile on the road. Buy 2: 1 Built. 1 In a box as parts. Happy Fixing ! :-D
That explains why someone in Rich's last video had the hilarious (serious) comment, that a Tesla is nothing for one-car owners- you need two Teslas to have one working.
@@maxmeier532 And the time and have someone to fix it. It would probably be, bring the car and the parts to the depot repair shop in 2 months. But, hey you have the parts, so that's something.
Even that won't work with "component protection" nowadays in a car lol
Isn't that what everyone who owns a car does. That's perfectly normal. That doesn't mean Tesla isn't the bestest ever.
What you describe here is every car repair process :D
Customer service agents have metrics they need to meet to continue their employment and this sounds to me like they have a metric as to how much money you are able to save Tesla rather than provide a great service like other calls centers ive worked for
What kills me is the metrics are typically how many calls they can take and not about is the customer pleased with the call. They measure things that customers don't care about. That makes no sense.
If Stevon got in a wreck and his passenger was injured because a defective airbag, that Tesla knew about, didn't go off when it was supposed to, Tesla would be the deep pocket that the passenger would go after in a heartbeat. And I'm sure the feds would also have something to say about the event. I know Tesla famously doesn't have a PR department, but do they not have a loss prevention department too?
Air bags are a safety issue. I don't know why the owner hasn't contacted the NHTSA by now. Issues like this are the reason that department exists.
We are at a point where they are going to HAVE to start addressing these service issues. You can see the change in the forums/FB Groups; they used to be fanboy echo chambers, but now many of the posts are customer service/quality complaints. I have one but I’m seriously considering selling it and buying a proven and reliable RAV4 hybrid.
These service failures are a corporate choice. A technology company that can develop a subscription service can develop a system for detecting when a car is in for service and if the paid for service is unavailable due to awaiting parts. If this is the case, a technical company would develop this as an automated function with automatic notifications to keep you, their customer happy.
I find it hilarious people continue to call Tesla a tech company that just happens to make cars, but does not have a point-of-sales system to manage parts and service. How many items does Walmart have for sale, in stock, on order or no longer available compared to the 14,000 or so car parts a Tesla needs?
How many car parts does VAG manage across all their brands?
Speaking os service failures... Rich you need to get the guys at EG up to speed on customer service. Theirs sucks and I won't be back for visit number 3.
Moreover, if you a limited number of parts, and you can either use these parts to build new cars and sell them, or fix existing cars that are already paid for, as corporation built for increasing your bottom line, which would you choose?
Yes. Business choices impact customer satisfaction. Period.
I've worked for American software companies. You wouldn't believe the holes in their thinking. Things that are quite obvious if you've written software before are just not specified in the functional spec. Or the age old chestnut: "it's in the next release". But yeah, if one if Elon's companies can do rocket science, customer support should be comparatively easy.
Yes, service needs the same due diligence and investment as the product. What happens after the order is placed, and what happens after customers take delivery can make or break any company - especially Tesla. Service business proces matters, and the customer experience can be measured not assumed on paper or by corporate policy. Elon can create some big rules for the customer experience also rather than following in the footsteps of legacy auto. But will be understand what it is like to be a client of customer service?
Good follow-up video. I do wonder if these are “isolated events” or a common theme with new Tesla vehicles?
By the way, your Tesla knowledge is very impressive. Please don’t let it go to waste and keep posting more videos.
Keep up the good work.
It's good to see the Rich Rebuilds EV Ambassadors (Rich and Stevon) on the road. I hope you guys get an invite from Tesla.
this collab was so cool
An invite from Tesla? Lol.
But he just said he is not that and doesn't care anymore. I don't care either most Tesla owners are.... Same with the majority of BMW M car owners. The default culture needs a big overhaul.
I am a tesla fanboy and I love this channel. It is important for people to shine light on your flaws. There are no sacred cows!
Only scared cows.
If I was the customer whose car was in the shop for more than 2/3 of the time since buying it, I'd tell them to take the car and give me ALL my money back due to lemon law. Then I'd go buy a Parsche Taycan Turbo S.
Not quite the same cost now is it?
However, if I had the money I would choose a Porsche Taycan or an Audi etron over a Tesla
Taycans = Douche Canoes
@@gbej1 I would choose my 30 year old ICE over any Tesla. My ICE will still be on the road after most of current generation Teslas have gone to bone yard.
I'm glad that you and Louis are working together I suggested this awhile back and I knew you guys would be able to have some worthwhile discussions.
I’m dealing with this struggle right now, at that norwell shop. Bought my first Tesla 2.5 weeks ago and it’s been at that dealer for all but two days. It’s a 2015 S that needed a nav data update that just kept crashing. I’m an IT guy and can assure you I was doing it “right”. Anyway I brought it to them and just caved and had the MCU update done. Now they can’t get the firmware on the new MCU. I can’t say I would ever buy a used Tesla again. Or maybe a Tesla at all… the update process seems horrible. They push these updates at a whopping 6-700kbs, so it takes hours upon hours… if it succeeds at all. If you’ve got an older car with a used up emmc, to the dealer you go, where your car can sit for days and days, or weeks and weeks.
based on your profile picture, Im sure youre used to you car being in the shop on regular basis! it works out /s
Somehow the sub-Mbps download speeds are the most hilarious thing to me from a "tech" company
@@Moon___man That car is long gone, but it sure was perdy. NA too, so not much of a hassle in the maintenance department.
@Jim Diesel's Garage A while back, Tesla finally caved on the used up emmc problem and are fixing it for free, even out of warranty. If it takes weeks (or even days, TBH) to do the fix, something is wrong.
@@Onewheelordeal You would think with that horrible download rate dealers could cache the updates at their locations to do them quicker too… but nope! So they park a car that needs an update for hours or days, check it at some point to see it’s still failed, rinse and repeat. Pretty comical. And the chipsets on these things… Tegra 3? That was great, in 2011. I don’t know what atom they put in them now but I haven’t met one that wasn’t trash the day it was released. That tech company uses some really awful tech. But I guess you don’t make profits paying Akamai for bandwidth.
Hey thanks for doing this piece. As an owner and investor I appreciate what you’ve shone a light on here. I’ve haven’t had problems with my car but that doesn’t matter if others are getting jacked around. One day it will be my turn to get service… Demand won’t be like this forever and good will is harder to get back than to keep…
I want Rich and Stevon to do a Podcast. Bring Louis again too. this would be wild.
I'm down
Is it any wonder why even before the pandemic, the simple truck I bought went up in value after I got a used one? Car companies are making everything impossible to fix with each new model.
Videos like yours make me appreciate the fact that I'm broke and will never have to fear the horrors of dealing with warranty claims
Lol kinda just made me realize how much time I've spent watching these when I'll always be my own warranty
We can both sleep relaxed that we don’t have to deal with any future or current issues with a new or under warranty Tesla. So lucky we can’t afford a Tesla in these early ages. Reminds me of my college years sleeping in my apartment serenaded by car alarms, knowing I don’t own a car
@@ItsAlive111 and never will, hopefully. Normal people will get Rivians, Fiskers, Lucids even; Volvos, VWs, Toyotas. Those with too much money will get a Musk-mobile; at least then you'll be able to spot a scumbag from a mile away
@@Onewheelordeal "be my own warranty" - exactly. I drive my 30 year old gasoline car knowing how simple it is and that I can do virtually all the repair by myself, saving great deal of grief and expense. No rube goldberg Teslas for me! LOL
Dropped off my 6 month old Model 3 at the Nashville Tesla dealer to have the FM radio module replaced under warranty. I got a call 45 minutes later stating the radio was fixed but the door accidentally got "wrinkled" - what they meant to say was the genius working on my car left the back passenger door open and backed the car out of the shop, folding the door backwards against the front door. 2 replacement doors and 3 paint jobs later they gave up and told me better luck next time. They fought me every step of the way. Never again.
Traditional dealer network, while having it's own litany of flaws, does provide some important services that luckily the majority of consumers don't see. Worked at a Mopar dealer years ago. They had a notoriously bad transmission in many of their cars/vans. Our dealership worked on many of our customers behalf to get they transmissions replaced out-of-warranty for reduced costs from the "factory" MSRP and ate a fair amount of labor. All because they wanted to keep that customer coming back for their next car. Something I don't think Tesla(Elon) grasps. Be interesting to see what the next 10 years brings to the EV market.
Perhaps they're in for multiple vehicles as an older company, and a younger carmaker is just thinking in a shorter time period as such? 🤔 not to say that's necessarily the case, your comment just gave me a new perspective
@@petermolnar8667 It was the dealership making the decision, not the manufacturer. Sounds like it was the rare "good" dealership. A lot of dealerships wouldn't eat service hours like that.
No way Tesla maintains its market share 10 years from now, no way in hell.
With the battery packs dying in 8-15 years there won't be a used EV market without shifting how used car dealers operate. There will be a used EV dealer and he buys your car based on overall condition and the condition of the battery. It will be sort of like a boat, buying a hull can be dirt cheap in comparison to a whole new boat but the engine is expensive. So you buy a hull for 1-5k depending on condition, amenities, and manufacturer. Then you go buy the engine to make the damn thing an actual working boat. Now when you go to buy a used EV the battery pack will determine how much you actually pay or you'll automatically finance a new battery or a refurb pack (if that ever exists)
Yeah, they would bc they get paid to do it still and the OEM has to pay the dealer. My buddy who is a mechanic always refers to dealers as 'stealerships' though so many have bad raps. Tesla is under a microscope, hence this video so over all that helps for now at least.
I’m a new tesla owner (2 months). Since 2015, I worked 2 jobs and picked up several extra shifts to save up to buy a tesla in cash because I didn’t want a car payment. I drove a 2014 Mitsubishi Mirage that i paid $13k for brand new and my plan was to keep it until it died (its still kicking.) I was very disappointed when i took delivery of my tesla. The delivery rep gave me my paperwork, had me sign and then gave me the key card and said your cars out front. No thank you, congrats NOTHING. The car was dirty on the outside and when i had a question, i had to go back inside and wait 20 min to get help. The rep finally helped me but i could hear the annoyance in his voice. In 2014 when i bought my cheap econo box mirage, the sales rep spent an hour going over everything and made sure the car was cleaned. Its sad that i was treated better buying a $13k car then a $65k car. I was so upset i called to complain and was told, I’m sorry that happened and that i should fill out the survey. It was such an automated response it pissed me off more.
I love my Tesla and so far no problems but i know if there is a problem i expect to be treated like a number at best and nothing more. Tesla hasn’t had to focus on customer service because there really isn’t a good alternative YET as far as car AND charging network combined. As long as they keep ahead of the competition they wont change just like apple did with the iphone for the first few years. I predict tesla will start focusing on customer service/experience 2023/2024 when consumers have viable choices for an EV.
So what was your problem again? Entitled customers like you are the worst. Universe is not orbiting around you, you're just a number.
I feel your pain.
I would love to see a regular Louis & Rich podcast, would be the best thing on the internet
Hey don't forget Stevon.
@@randomname4726 Steven was napping during the interview. Big spoon time.
Hard pass.
Louis and Rich make for a great combination! Two very smart and insightful people having some great conversation and making important points, and I hope you guys do this again. That said, those points raised here are one reason I won’t be buying a Tesla anytime soon if ever. The other is that I live in a small town in the PacNW where there aren’t any charging stations near here, so I’d have to charge at home. I can’t economically do solar here.
Louis Rossmann is always a treat; so brilliant and well articulated.
No idea who he is but he knows how to respond to customers.
2:23 "you don't make a staggering 5.5 billion dollars in profit by refunding people now do you" exactly! You make that by ripping people off. Tesla customer service is trash and what makes things even worse is their horrible build quality. We've seen many customers which their cars broke on the first days they've owned them. Come on Tesla, I swear I wouldn't buy one nor recommend somebody to buy one if you don't fix those problems.
Im a car enthusiast too Rich and Im sooo sick of all the pilots and highlanders on my street. Thats why I roll in an ODYSSEY BABY! VANNIN ALL THE WAY!
HELL YEAH BROTHER!1!! PROUD OF YOU HOSS!!
Van's > Tesla's
Now that's Gangster!!!
Vans are underrated, you could make a camper on the cheap if you put some time into it.
The stop, turn around and look at Rich on the stairs was the best part.
On my 3rd EV.... Still no tesla because the vehicles and service are simply subpar. Pushing year and qtr end sales just make it worse and once he runs out of fangirls regular consumers will not tolerate.
answer is money, why care about "customers" they paid their money, he needs new blood... no service and no quality in future same design for 8 years, cause new design is cost money... why bother...
@@DimaLegoFUN word of mouth good PR is the key to money.... His short game only lasts as long as the fangirls last.
@@nosoupforyou425 i like how lucid air looks... dont know about service etc can be crap... but yes price is higher but beggining 120k$ same as plad its a masterpiece... attention to details... not like 1 maybe 2 monitors yoke , which i'd prefer to be banned for safety...
@@DimaLegoFUN I lean towards the European styling..... Just wishe their range would catch up. Just glad I have a bit more time for just that
The vehicles are great, on average at least. Although QC (build quality) and service definitely needs work. If these two things were improved though I think Tesla would be unmatched.
Legendary episode, thanks for letting us tune into this!
breaking it down in simple terms,Tesla has set it up to make the customer Give Up,in frustration,or whatever.
that,should be enough to warn you off buying a Tesla car at this time.
if you do,well then you did it to yourself.
I bet they are forcing customers to trade in for another car so they can boost their quarterly quotas for shareholders. Screw fixing existing cars when they can make more money from selling new ones.
A couple of my favorite RUclips content creators. This was a very interesting conversation to listen to.
My friend had a Tesla LEASE, it was broken for a MONTH and he still had to pay the $1,200/month!!!! He's now waiting for a Mercedes Benz whatever-electric it's called S, stuck in Baltimore waiting for a "software update", promised weeks ago.
At least he’s stuck in Charm City!
Glad you talk about this topic we have the same problems in Germany.
I canceled my TESLA car after my dismal service experience with TESLA solar and all the complaints I have seen. Seems to be a pattern. Build a company and product first, worry about service and support down the road (no pun), if ever. I went with the Mustang Mach-E as at least they have dealerships with service departments all over the country.
Oh I agree with the Solar shitty/ Tesla comment. A hail storm wrecked all of the panels on my roof, but my roof was still fine. I looked on top of my Travel trailer and the cheap Amazon renogy solar panels were just fine. So how cheaply made are the Tesla solar panels… they looked like someone took a bat to them. Tesla wanted $7000 to warranty/ replace the solar panels so we had to do an insurance claim to get the roof done and the panels replaced even though the roof was in decent shape. The damn solar panels sat stacked up in the backyard for 7 months after they took them off and before they came back to reinstall them and they would not even give a credit for all those months that we couldn’t use them/ the panels were not making electricity.
This is why we bought a VW ID3 and Hyundai Kona EV, you have dealers you can visit and talk to. I'm in the UK too, where the right to repair issue isn't much of a problem here.
This is why I love cars from 06 I have usually been able to do rare repairs in my driveway for $100 or less with about 30 mins into it.
I've got a 24 year old V8 bmw. Just solved it's misfire with a can of spray and she was good to go again.
@@simsnqta me and my mom own a old ford about to roll over 200k on the original engine and trans still going strong.
My 06 Tacoma is going very well.
@@damiengreen3772 Just passed 200k miles on my '08 Fiesta Econetic manual. No major issues.
Yeah! Louis, Rich and Steven in one Video, it's the same feeling you get when the Powerrangers assamble to one giant robot!
This is two incredibly brilliant people getting together. Let's see more.
I would say Louis is brilliant. The jury is out on Rich. May need to ask Sam.
"This is two incredibly brilliant people getting together. Let's see more."
Absolutely, Rich and Steven are amazing.
I doubt Louis's intelligence seeing that he bought a Tesla, despite years of fighting against Apple (Apple with meek Cook is nothing compared to Tesla with emperor Musk). Louis should know better.
Rich thank you for coming back with the follow up video.
Rich we love your content!
When my OnStar had issues many years ago, I complained and they extended it for three extra months.
All they would have had to do is say we would give you four months if self driving for free for your inconvenience that it's been in the shop for 2 months
Or just give the person those 2 months for free and make it a normal thing for everybody, cause that's the fair and right thing to do. They still have the benefit of keeping someone's money, instead of completely returning it, so that's the least they could've done, but no - big corp disrespect right out the gate 'til the very end.
Just sold my Model 3 for a Mazda, gonna miss the speed, won’t miss the company. Hope things get better but I doubt they will.
Louis is a true Mentch. I had an experience with his company regarding my wife’s computer. Best service experience ever!
I'm so impressed with your content and your clarity...you should absolutely have your own TV channel literally...
This is why I could see them going to a subscription based model similar to what Porsche was trying in southern California, I don't think they can keep up with maintenance of the owners on an individual basis so they will take ownership away from you in exchange for conveince.
What will be the convenience? To pay for a car they cannot give because they don't have enough running car?
It's not because they rent them out that there will be less maintenance...
They should just stop taking their clients for idiots (and their clients should maybe stop being idiots)
@@tiloalo I feel like this will become a trend. Nobody ever liked taking the cars to the manufacturer for anything. Now they kind of have to for many things because of all the tech in the car. Eventually none of us will own a car, and our garages will be full of e bikes lol.
Thanks for the update. Since it’s a 10 year anniversary of model S this year it would be cool to watch a feature about oldest and with highest milage model S on the road. It would be fun to see how they hold up over time.
Generally speaking, it really would be good to know how well Teslas and EVs hold up over the long term. This will let us know if we’re going to be filling landfills with old battery packs, and if these cars just completely fall apart after just a decade or less.
You're a good man Rich, and a very decent uncle. Glad you're out here, doing what you do.
What kind of animal stores peanut butter in the fridge?!!
Thank you Rich for covering these issues regarding Tesla. Your criticisms are legitimate and much needed. I have been following Tesla and Elon Musk for years. I'm a Tesla fanboy, but after purchasing my brand new 2022 Tesla Model S and having them trying to fix build issues 3 times and it still not being fixed. In fact, the issues are worse than when I brought in in to fix over a month ago. They want to repurchase the Tesla Model S, but refuses to replace it for obvious reasons. I have to pay $17K ($10k price increase and $2k price increase for FSD) more to get a new Tesla Model S and wait 6 months again. They basically said its my problem and that they don't have any inventory. I'm very disappointed and I love Tesla. I'm currently going through a lemon law attorney to deal with this issue. Anyways, keep up the great work and being a fair and unbiased view of Tesla.
Best of luck on your lawsuit.
I used to work for Tesla, this issue is why I won’t purchase one.
It sucks that "what we say, has no effect" in products we purchase/own.
Brand Loyalty has eclipsed common sense.
Did we just see Rich and Stevon in the SAME BED?! I knew they were in love.
🌈
they DO love each other
I find it weird if that call happen in Australia you could go to ACCC and argue that they are not honouring a service or a car and potentially get refunded on all of it as that is an absolute joke
Gotta love the ACCC's ability to give corporations a kick up the arse. (It's our proudest tradition).
@@Hebdomad7 they are good at that like pretty much forcing company's like steam to actually have a refund policy which they did not have before that
There Isn’t another car company that could get away with half of the sht Tesla pulls.
There's people that spend 20k on a car and it's a lemon then say "I'll never buy from this company again". So spending 130k on a car and having issues with it... It literally makes so much sense to say "I'll never buy from this company again".
How many 70-130 k cars have you had ?
Bmw, Porsche, Audi, merc. Treat you like a Fkn god when you purchase a 80-120 k car. Can’t even imagine how Lambo, Bentley and others treat ya. I just got a model y performance for shits and giggles. Mobile team en route to fix the driver window which is tearing something up inside on the door and rear tires squeak like a 1992 Vw gti.
I will give them exactly 1 chances before I sell the car to carmax for 12 k more than I paid for it. Bump this, This is preposterous!
@@germaninvasion121 I don't think you read my comment correctly m8. All I was saying is it's totally understandable to not buy from a company again after spending so much money and having your car constantly be broken. That's all. As for what other companies do after you spend such and such amount is up to the dealership although some brands are a lot better than others.
I know it's a pain to post about Tesla but somebody's gotta do it. You have now given others the forum and the nerve to speak out. That's something.
A am so happy more and more electric options are coming to market. I think it will be very interesting when Tesla has to actually compete for business. My next car will be an electric, it will be in a few years and it would have to be a cold day in H3ll for it to be a Tesla.
they made a "special exception" even though they refunded him less than he paid for
Just a kick in the face! Makes it worse imo.
My two favorite RUclipsrs in the same video! 🤯 Because of you guys, one day the right to repair may actually become a right. We'll actually be able to own our stuff, food costs will plummet because farmers will be able to fix their million dollar tractors and world hunger will end. A golden is coming friends 🤙🏿
Tesla seemingly make cars that want to be anything but reliable transportation.
Superficial sensors and infotech that disables the vehicle upon malfunction is a design flaw failure.
Tesla need a white paper redesign that separates core functions and keeps them operational even when all other systems are down.
Why would they do that? If your car stop at the minor issue, it's more visit to the Tesla center and more money for them... It's not like they didn't do it on purpose
Great discussion. Stevon’s issue with Tesla and his airbag hit home. Had a similar issue with Lexus over the Takata air bag fiasco a few years ago. Lexus had a different solution, they rented me a car for 14 months until the replacement airbag came in. Customer satisfaction and retention is the key to continued growth. Ask me which car company I’d invest in based these two completely different ways to address a problem.
Thanks for reading my comment, Rich, the trust statement was absolutely cult-like.
"I'm not buying another one"
After Rich's videos I'm never getting one in the first place. Be best advertising for ICE vehicles to me so far has been Tesla themselves.
Practically all the other car makers make fully electric cars. They are really nice too. And they have customer service and dealer networks where you can actually talk to real human beings.
@@edwardhewer8530 Other car makers have their own issues but the point was that the one leading the charge, the most prominent of all EV manufacturers for the last decade is also proving to be the single biggest reason to avoid EV's. The fact that they're basically becoming the Apple of the car world with every other manufacturer just following suit just makes it worse.
I like it when you talk about Tesla. Makes them somewhat accountable or makes me feel that a little person has a voice.
TSLA doesn't care about the little people
@@Christoph-sd3zi totally agree that's why it's important for people who have a platform speak up.
So good to see you guys teaming up. Rich's factual humour and Louis's soft spoken information debuking big tech's myths and greenwashing. Thx guys. Sean from Naples, Italy
It doesn't matter if they have 1 or 100 cards. Getting screwed is getting screwed. It's the Principal of the Thing.
If you have 100 cards, are you then holding all the cards or are there more than 100?
inserting videos of cats in the middle of your interviews>>>>
First time I caught a premiere with less than 1 minute on the clock. Of course it'll be a Rich video too. *grabs popcorn*
How can someone be asked for a service that they can't use!?
I am sure none of these videos will really bring down companies like Tesla, but these can definitely educate people (for those who are not blinded by mere brand value) in making wise decisions!
All of us were waiting for the TeslaFunBoys respond 😂😂
they are both small people who never scaled a business.
@@Poxenium Facts. Comparing to century old OEM and dealership networks with a network that is barely a decade old and rapidly expanding as quicklynas possible is stupid. But his 1.29M subscribers will eat it up regardless.
Interesting that @RichRebuilds has always come at Tesla with the point of they need to be better and should be better. He isn't interested in the vehicles anymore because they are becoming the norm, but he never hates on them. He is a staple of the Tesla community with what he has built with his repair shops. I wish he had one here in Southern California.
Sad to read the comments and see all the Tesla hate. Just as bad as the Tesla Fanboys hating on Rich wanting the company to be better. No young company is perfect and as a person who sold cars for a decade, the older ones are terrible with vehicle build quality, maintenance, etc.. and they have had a very long time to "get it right". The examples of poor service is unacceptable and fucked up. Doesn't make it all bad and clearly shows the voices of discontent (not extremist hate) need to be exponentially expressed. Rich is the example.
Also, I bought my 1st Tesla knowing it wasn't perfect. How did I know. Rich. Showed me what to expect so I could mitigate the chances of issues. I'm pissed the fanboys ran him off. We are all at a loss with him not being involved all the time.
Thanks for the kind words my friend! It’s almost like you understand me!
@@RichRebuilds I'm a good listener 🤣
If you don’t have a chair for your guest, you give them your chair. People have no manners these days.
Heh, the third picture of a crashed Tesla (the blue model S) happened at the house of my uncle's neighbor (whose house is on the left of the picture). The driver was an 18 year-old who just got his license and was under the influence of god knows what, driving his dad's Tesla at ridiculous speeds down a road perpendicular to the road the house was on and launched himself over a speedbump. Everyone survived, the driver lost his license and the house was fixed.
Thanks for the video Rich. It's a great perspective on how companies grow and succeed but still have GIGANTIC holes. I'm with your special guest that there is no rival for a full electric vehicle in standard or charging network. I found that out the first weekend I had my pre-owned Tesla and it wasn't in my name for Supercharging. Not having a home charger yet, charging was a pain and took away from the joy of the car. Also had an issue with service on my Tesla Home Charger and they basically got me to the point I cussed them out. HOLES baby HOLES.
This video has been at the top of my feed every time I open RUclips for the last 4 days… FfS I get it, I’ll watch the video.
Love you Rich
LOL there is subscription for FSD? I seriously can't imagine my car having literal DRM to have all the features I payed for. Glad there are other fully electric car companies coming up cause I rather go with them than Tesla
Especially it seems to be 199$ per month! For this price I'll drive myself, thanks. Why do they need so much? Is there actually a remote pilot in India behind autopilot??
@@tiloalo Lmao that would be hilarious.
@@tiloalo only if kamikaze
You can subscribe for matrix headlights on an Audi eTron.
All car companies will eventually do this or something like this, even ICE ones. Unless they pass laws to curtail or prevent it beforehand.
The thing about “policies” is that they are not laws of nature, they can be changed. My team NEVER quotes the policy. We try hard as heck to fix the problem.
Next time someone pulls the “It’s not our company’s policy” nonsense, just reply “Well it is MY policy”.
EV vehicle technology will advance rapidly across the industry almost yearly. Buyers remorse in latest and greatest, availability and public relations will be factors in how well these companies perform. Tesla isn't known for their fit and finish or public relations. Won't be the only game in town for long.
if ford does the ev f150 right they will clean teslas clock, they know how to do logistics for build and service
Tesla and ev cars are better for leasing than buying option in 2 years lease just return it and get. Newer one
@@ironmonkey1512 The EV F150 only gets 300 miles so they probably wont clean anyone's clock. Especially since GM is going to produce a 400 mile truck.
@@orishaeshu1084 The F150 Lightning is rated for 300 miles as a conservative estimate including 1000 lbs of people and/or cargo in it. Someone was saying they expect it could get around 360 miles of range. Tesla fudges their average range by using only the best runs in the testing, idk about GM. You gotta do your research.
@@orishaeshu1084 it doesn't matter if it is 200 miles if ford sells every one of them, which it looks like they will
These videos do make a difference. This is a good thing for humanity 🎈
Seems SO EASY to just refund a per *diem* amount for every day the car is in for warranty repairs.