Friday, 22 October 2021 08:59

Tesla Acknowledges Service Challenges, Pledges Serious Repair Team Ramp

Written by Simon Alvarez, Teslarati


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It’s no secret Tesla is experiencing challenges meeting the service needs of its customers, with some owners reporting appointments with the company’s service team are only available weeks or even months out.

This has caused an issue of sorts for Tesla. Its vehicles may indeed provide the best ownership experience in the market---as long as they don’t require service. Once they do, then a substantial amount of patience is advised on the owners’ part. 


The issue of Tesla’s service network and its present shortcomings was discussed by CFO Zachary Kirkhorn during the Q3 2021 earnings call. According to the executive, a couple of factors contributed to the current service situation, from the pandemic and the world’s recovery from it, as well as the ongoing supply chain challenges. Kirkhorn noted, however, some of Tesla’s service issues are not necessarily exclusive to the company.


“There’s a couple of things that have contributed to that based upon the information that we have. The first is that---and I think this is kind of not---this is not unique to us, is that the return to some sense of normalcy in a post-pandemic world has happened, I think, more quickly than most people expected," Kirkhorn said. "And what we’re seeing here is that the number of miles that people are driving has increased. There may have been some demand for service during 2020 or in the early parts of 2021 that customers put off, and so there’s a bit of a catch-up that’s occurring.


“That has increased demand for service. At the same time, in the macro-environment here, logistics, moving parts, sourcing parts has become increasingly more difficult, which is a well-known issue in the world right now, as well as challenges in the labor market," Kirkhorn continued. "And so this kind of the simultaneous increase in demand for service with the ability to supply that service has been impacted for the reasons I mentioned. And so we saw an uptick primarily in Europe and North America in service wait times over the course of the summer."


Kirkhorn said the company is doing what it can to...

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