Tesla App Adds Faster Route for Service Disagreements

Tesla is testing a new way for customers to reach service managers directly. The goal is to fix ongoing problems between car owners and service centers.

Tesla service has faced uneven quality in different regions. In some areas, customers wait a long time for repairs. However, one case drew wide attention when a Tesla owner complained online after both Tesla’s insurance and service teams refused to address a battery seal failure linked to a recall. CEO Elon Musk replied publicly, saying he would look into it.

How the new system works

Raj Jegannathan, Tesla’s Vice President of IT/AI-Infra, Apps, Infosec, and Vehicle Service Operations, says the pilot program is now running in select service centers.

Through the Tesla mobile app, customers can get direct contact details for local or regional service leaders. This is shared in intake messages when a service request is created. The system gives owners a way to escalate an issue if they disagree with the first diagnosis, a warranty decision, or a revised estimate.

Right now, the system is active in a small number of locations. Tesla is still working on safeguards to prevent abuse of the direct contact feature. Once that is complete, the company wants to make it available at all service centers across the country.

This is a shift from Tesla’s usual support process. Instead of working only through regular service staff, customers can go straight to decision-makers.

Tesla says many past disputes were due to poor communication, not actual policy problems. By opening a direct channel, the company hopes issues will be solved faster, without needing senior executives to step in.

The change comes as Tesla grows its service network and tries to improve customer satisfaction.

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