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Complaint was from Nassim Nicholas Taleb (https://en.wikipedia.org/wiki/Nassim_Nicholas_Taleb https://en.wikipedia.org/wiki/Nassim_Nicholas_Taleb) Elon respond

by kitcar 7y ago

Complaint was from Nassim Nicholas Taleb (https://en.wikipedia.org/wiki/Nassim_Nicholas_Taleb https://en.wikipedia.org/wiki/Nassim_Nicholas_Taleb) Elon responded - https://twitter.com/elonmusk/status/1217493904297058304 https://twitter.com/elonmusk/status/1217493904297058304

ProAm 7y ago
It's shouldn't take twitter and involvement of the CEO to get basic customer service.
- speeder 7y ago
  Or a complaint from a very famous person in startup circles to get people to pay attention to the expensive software issues...
- rhacker 7y ago
  This is not a Tesla only problem, mind you. Most companies I've had the (dis-)pleasure of working with lately seem to be lacking in this area. It isn't until the brass steps in that a decision can be made to unlock an outcome.
  - ProAm 7y ago
    I've heard it a lot of Telsa owners where I live. And for something that costs on avg 50k+ it shouldn't be this bad.
    - api 7y ago
      I have a coworker who has had tons of problems with a Tesla and has had a terrible time with their support and repair services. I agree that it's becoming the norm even for higher priced products to have shit customer service.
    - rhacker 7y ago
      I can't argue with you there. My previous Fifth Wheel RV had a sinking floor issue that took months for the manufacturer to take seriously. It required me to press the issue many times before they got me an appointment. That was a 60k purchase.
      - ProAm 7y ago
        Im not saying Tesla is the only company that does this. RV dealers are renown for doing the same thing. That is why everyone recommends buying an RV that is 3 years old because everything should be fixed by then.
  - rchaud 7y ago
    Customer Service is a cost center. In that part of the funnel, there is no money to be made, only lost. Hence the rigid CSR scripts, "quality assurance" recordings, and refusal to escalate issues.
    - bigwavedave 7y ago
      It's not dissimilar to security in that regard. Investing in secure practices will never make money, it will only ever be a money hole like CS.
- fenwick67 7y ago
  As @jordan_mcrae_ put it, "This is called blue checkmark service. Not available to regular Tesla customers"
  - ryzvonusef 7y ago
    http://graphics.wsj.com/elon-musk-twitter-habit-analysis/ http://graphics.wsj.com/elon-musk-twitter-habit-analysis/ He seems to reply to everyone, but I guess a blue checkmark gets more attention
- zionic 7y ago
  I agree. The problem is both support & IT are cost centers and first on the chopping block when budgets need to be reeled in.
- pbreit 7y ago
  Didn't sound very basic. "butt-purchasing" sounds like quite a stretch. And Taleb is a confirmed provocateur.
  - calcifer 7y ago
    > And Taleb is a confirmed provocateur. Confirmed by who? When? How?
    - pbreit 7y ago
      Stuff like this: https://twitter.com/nntaleb/status/1160560285805096960 https://twitter.com/nntaleb/status/1160560285805096960
    - ldiracdelta 7y ago
      Just read his books. Brilliant, but clearly incendiary.
  - FireBeyond 7y ago
    And happens to love Tesla. Until he got to experience their customer service: "First day driving a @TeslaMotors. Something else! I hope I will never ever have to drive a nonelectric car." (https://twitter.com/nntaleb/status/897402998787330048?lang=en https://twitter.com/nntaleb/status/897402998787330048?lang=e...) "There are 150K-200K car fires per annum. You take one event & an emotional statement of an actress & turn it into a statement about the safety of @Tesla. And this is 2018." (https://twitter.com/nntaleb/status/1008365860057120770?lang=en https://twitter.com/nntaleb/status/1008365860057120770?lang=...) "But they can show evidence of smear campaign (there is) using my Tesla/NonTesla test." (https://twitter.com/nntaleb/status/1018509262085996545?lang=en https://twitter.com/nntaleb/status/1018509262085996545?lang=...) "Tesla might not be a flawless diamond, but you could smell a smear campaign by the usual culprits, the propaganda machine for middlebrow called the New York Times, heavily compromised in its subservience to Saudi Barbaria/Oil lobbies." (https://twitter.com/nntaleb/status/1066683244295397376?lang=en https://twitter.com/nntaleb/status/1066683244295397376?lang=...) The "OMG someone said something bad about Tesla, let's question their motives"/"the shorts!" reflexes need to stop.
- bryanlarsen 7y ago
  OTOH the involvement of the CEO is the best way to solve systemic issues. IOW customer service can & should be able to fix it for one person, but the CEO can fix it for everybody.
  - rchaud 7y ago
    CEOs handle optics and politics first. Of course Musk is going to promise top class service to a best-selling author with a massive following. You always take care of the big swinging d's first. You relegate the rest to your minions to handle.
- ajross 7y ago
  Sorry, how would a company implement basic customer services except at the direction of its senior managers? Musk wasn't just issuing this one refund in that tweet, he was promising to fix Tesla's customer service policies. That's his job, and he's doing it. You can argue that he did it badly in the past, but I don't see much to complain about currently.

by kitcar 7y ago

ProAm 7y ago

It's shouldn't take twitter and involvement of the CEO to get basic customer service.

speeder 7y ago
Or a complaint from a very famous person in startup circles to get people to pay attention to the expensive software issues...
rhacker 7y ago
This is not a Tesla only problem, mind you. Most companies I've had the (dis-)pleasure of working with lately seem to be lacking in this area. It isn't until the brass steps in that a decision can be made to unlock an outcome.
- ProAm 7y ago
  I've heard it a lot of Telsa owners where I live. And for something that costs on avg 50k+ it shouldn't be this bad.
  - api 7y ago
    I have a coworker who has had tons of problems with a Tesla and has had a terrible time with their support and repair services. I agree that it's becoming the norm even for higher priced products to have shit customer service.
  - rhacker 7y ago
    I can't argue with you there. My previous Fifth Wheel RV had a sinking floor issue that took months for the manufacturer to take seriously. It required me to press the issue many times before they got me an appointment. That was a 60k purchase.
    - ProAm 7y ago
      Im not saying Tesla is the only company that does this. RV dealers are renown for doing the same thing. That is why everyone recommends buying an RV that is 3 years old because everything should be fixed by then.
- rchaud 7y ago
  Customer Service is a cost center. In that part of the funnel, there is no money to be made, only lost. Hence the rigid CSR scripts, "quality assurance" recordings, and refusal to escalate issues.
  - bigwavedave 7y ago
    It's not dissimilar to security in that regard. Investing in secure practices will never make money, it will only ever be a money hole like CS.
fenwick67 7y ago
As @jordan_mcrae_ put it, "This is called blue checkmark service. Not available to regular Tesla customers"
- ryzvonusef 7y ago
  http://graphics.wsj.com/elon-musk-twitter-habit-analysis/ http://graphics.wsj.com/elon-musk-twitter-habit-analysis/ He seems to reply to everyone, but I guess a blue checkmark gets more attention
zionic 7y ago
I agree. The problem is both support & IT are cost centers and first on the chopping block when budgets need to be reeled in.
pbreit 7y ago
Didn't sound very basic. "butt-purchasing" sounds like quite a stretch. And Taleb is a confirmed provocateur.
- calcifer 7y ago
  > And Taleb is a confirmed provocateur. Confirmed by who? When? How?
  - pbreit 7y ago
    Stuff like this: https://twitter.com/nntaleb/status/1160560285805096960 https://twitter.com/nntaleb/status/1160560285805096960
  - ldiracdelta 7y ago
    Just read his books. Brilliant, but clearly incendiary.
- FireBeyond 7y ago
  And happens to love Tesla. Until he got to experience their customer service: "First day driving a @TeslaMotors. Something else! I hope I will never ever have to drive a nonelectric car." (https://twitter.com/nntaleb/status/897402998787330048?lang=en https://twitter.com/nntaleb/status/897402998787330048?lang=e...) "There are 150K-200K car fires per annum. You take one event & an emotional statement of an actress & turn it into a statement about the safety of @Tesla. And this is 2018." (https://twitter.com/nntaleb/status/1008365860057120770?lang=en https://twitter.com/nntaleb/status/1008365860057120770?lang=...) "But they can show evidence of smear campaign (there is) using my Tesla/NonTesla test." (https://twitter.com/nntaleb/status/1018509262085996545?lang=en https://twitter.com/nntaleb/status/1018509262085996545?lang=...) "Tesla might not be a flawless diamond, but you could smell a smear campaign by the usual culprits, the propaganda machine for middlebrow called the New York Times, heavily compromised in its subservience to Saudi Barbaria/Oil lobbies." (https://twitter.com/nntaleb/status/1066683244295397376?lang=en https://twitter.com/nntaleb/status/1066683244295397376?lang=...) The "OMG someone said something bad about Tesla, let's question their motives"/"the shorts!" reflexes need to stop.
bryanlarsen 7y ago
OTOH the involvement of the CEO is the best way to solve systemic issues. IOW customer service can & should be able to fix it for one person, but the CEO can fix it for everybody.
- rchaud 7y ago
  CEOs handle optics and politics first. Of course Musk is going to promise top class service to a best-selling author with a massive following. You always take care of the big swinging d's first. You relegate the rest to your minions to handle.
ajross 7y ago
Sorry, how would a company implement basic customer services except at the direction of its senior managers? Musk wasn't just issuing this one refund in that tweet, he was promising to fix Tesla's customer service policies. That's his job, and he's doing it. You can argue that he did it badly in the past, but I don't see much to complain about currently.