Tesla outlines ‘roadmap’ for improvement
- March 15, 2017
- Posted by: Simon Wait
- Category: Industry News
Tesla president of global sales and service, Jon McNeill has outlined a ‘roadmap’ for improvement of its bodyshop network including the application of ‘brute force’.
In a thread on Tesla Motors Club website, McNeill noted that the Tesla bodyshop experience ‘needs to get a lot better – and fast’.
He wrote; ‘What the service team has done so far is a roadmap of how we’re going to fix the autobody experience. Wait times for appointments measured in hours and a handful of days currently. We’re providing same-day service from the Bay Area to Oslo and everywhere in between. In fact, almost 20% of jobs in our flagship center in Palo Alto are handled before the customer can finish their cup of coffee (yes, you read that correctly).
‘Thankfully, only a handful of our owners experience accidents each year. Since customers schedule and interface with the body shops on their own, we’re largely blind to the service pace.
‘Most of the customer complaints about bodyshops mentioned parts, so we focused on this issue. To date, we’ve reduced backlog by over 80%.
‘Even though we reduced part wait times, we continued to dig into the bodyshop complaints. What we found was astounding – cars sat at bodyshops for weeks and sometimes months before the bodyshops took action and, more often than not, the bodyshops blaming Tesla for parts delays were the very shops that hadn’t even ordered parts or started the repair.
‘We are applying brute force to this immediately. We will have individuals on our team personally manage each car on behalf of our customers that are in third party bodyshops.
‘We’re also going to increase our approved shop count by 300 over the next few weeks as well as eliminating poor performing shops.’
He closed the statement by asking anyone with ‘issues’ to contact him directly.