Tesla Warranty Issues UK

As many know I am a keen follower of Tesla and like that they've done/are doing, shaking up the existing car manufacturers. They seem very switched on and do things bigger, better with a different slant and with a focus on the customer.

Unfortunately it appears that the UK arm have not read the memo as there are a number of reports hitting the UK forums of poor customer care when customers have failures/issues with their car and feet dragging on warranty claims. The official warranty is pretty much the same as in the US, which is very comprehensive, but that's no use if they don't play ball.

It looks like the good name of Tesla is being tarnished by this penny pinching. Telsa UK sales have been on the up since release of the S, but if word gets out that they're being over so zealous on warranty claims and not playing ball or paying out, then sales will bomb. Warranty claims here are no quibble and expected to be so, especially on executive models. If they going to start using small print get out clauses, then they're finished; I'd give them 5 years unless things change.

How does this UK experience compare with the US?

Tesla battery range degredation forcing return to petrol | Speak EV - Electric Car Forums

It's not positive towards Tesla

"I met a Model S owner who described Tesla as some of the most difficult people to deal with."

"I thought they were different and perhaps they still are but it is a slippery slope that could result in Tesla just becoming another manufacturer."

"...but when a brand becomes "tainted" it can be very difficult for manufacturers to regain their reputations."

 

Absolutely, and I've kicked off about Toyota before. The thing about Tesla that's leaving the ill feeling is that they've barely sold 200 cars before this year and probably no more than 1,000 by the end of this. If significant, though small numbers are complaining already, and complaints that appear to affect longevity (or lack of) the product, then I think there's an issue.

Tesla are meant to have a great customer service experience in the US and it appears that that has not been carried over this side of the pond. Had this very conversation on here no so long ago about Amazon. In the US they can do no wrong and have much loyalty and support. Here the opposite appears the case. Customer service is king and companies like Toyota seem to get it right.

It's not having a problem that's the concern, it's how a company rectifies it that really matters. Tesla only sold about 65 Roadsters in the UK at a cost of about £100,000 each, and if a significant numbers of owners feel let down enough that they're wanting to protest outside the HQ, it says something is wrong. If that were to occur and the anti EV BBC or Clarkson got hold of the news item, Tesla would be finished here, or knocked back significantly. Their shenanigans with the Top Gear lawsuit backfired on them. Going in guns blazing on the advice of their litigation happy Californian lawyers might work in California, but the opposite is true here.

Shame. I like Tesla and I like what that Musk chap is doing too. I like how he's stirred up the competition. But I think the good will the brand gets in the US just hasn't crossed the Atlantic and they're not helping themselves either.

 

It surprised me. Having read all the glowing reports on the US forums I imagined the same would apply over here. If anything, it seems that our warranties and customer service are more comprehensive than yours, at least with Toyota judging by these forums.

But with so many negative posts from the small number of Tesla owners I did wonder if there it was a case of "no smoke without fire"? Maybe Tesla UK employed someone who used to work for VW customer service?

With the X and the E due in the next few years, I hope things are sorted sooner than later. They don't want a tarnished rep before they even start.

 

The bloke in question is not anti-EV. He has been an early supporter of BEVs in general and runs a charity offering free charger points to businesses such as restaurants, pubs etc to encourage take up. In the early days of EV adoption he was the first person in the UK to drive an EV from John O Groats in the very north of Scotland to Lands End in the south west of England - the furthest you can drive in the UK. I guess it's like driving East/West in the US.

Motorist drives from John O'Groats to Land's End in an electric car - and it costs just £20 - Mirror Online

Tesla travels from John o’Groats to Land’s End


So he has been an early supporter of BEVs and Tesla in general. Hardly someone out to bad mouth them for no good reason.

This is why I think something is wrong at Tesla UK. This guy was clearly a supporter, a trail blazer, yet doesn't get the support later when needed.

I think customer service has been lost in the journey across the atlantic.

 

But it's how that culture or message is handled. Toyota UK offer amazing customer service in ways that appear not to have made it your side of the pond, so it's not like the UK doesn't get CS. A prime example was my inverter being replaced 10k miles out of warranty.

Rather than what is written, it comes from the top. If the top dog in the UK is putting hard targets or tighteners on those below him/her, then that culture will cascade down to the employee in the warranty department. I guess it's a hard balancing act between pleasing the customer and going bust and clamping down so hard you lose all custom, but the person who decides is well above my pay grade

 

Well I've since come across other posts from this chap. It appears little makes him happy.