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Scaling Tesla Service Centers with Production

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In a high tech startup, small or large, the effectiveness in which the business can scale is crucial to its success. Tesla has been known for its world class customer service, which it undoubtedly has, but recent experiences with replacing a Tesla 12V battery here in New England has me asking the question, can Tesla service scale at a rate to match its production?

The Early Days

Tesla service centers are going above and beyond when it comes to customer service. Some of this is to account for early design and quality challenges with the Model S, but also to make up for the limited number of service centers that are available. Either way, Tesla has done a stellar job with customer satisfaction up until this point. For the second year in a row Tesla has topped Consumer Reports satisfaction index.

But as new Model S owners continue to hear about Tesla’s world-class customer service by word of mouth and through mass media, the expectations are set to an extremely high level that service centers will need to deliver against. As Tesla Motors continues to focus its efforts on production and scaling the Supercharger network, they’ll need to ensure that Service Centers scale at a rate to match the growing customer base.

My Tesla Service Center Experiences

12V Battery needs ServiceThere hasn’t been much to service on my Model S other than a tire rotation thanks to the marvels of its simple design. However, my experiences in dealing with a busy Tesla Service Center led me to believe that they’d rather I have went somewhere else for the tire rotation than to have it performed at their facility.

Generally when I need to take my ICE cars in for service the most I have to wait is 1-2 days. My most recent experience with fixing 12V battery issue through the Tesla Service Center here in New England took nearly 2 weeks. Admittedly, some of that was due to poor weather and a holiday in between but there were still seven business days where the service center was too overloaded to get me in within the usual 1-2 days.

From talking to other Tesla owners it sounds like service experiences can be a mixed bag of results depending on where you live. One Model S owner based out of California, reported a similar issue with the 12V battery but managed to receive a call back within 15 minutes and later booked for service the following day. As for me? It took several phone calls, two emails and almost an entire business day gone before I was able to get schedule an appointment. The actual service that the Tesla technicians performed was excellent, but the scheduling process was abysmal.

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When the day of service finally arrived, I told the Tesla technician that it was fine to pick up the Model S from my work place and bring it back that same day since they didn’t have a loaner available. The technician arrived by Uber promptly at 10:30am, jotted down some notes and then drove away in my car. The service department had promised to have it back by 3:30pm but in reality I got the vehicle back at 7pm. Fortunately I had no other plans that evening.

Scaling Tesla Service Centers

Limited Service Options

There was one Tesla Service Center serving all points north of Connecticut on the East Coast at the time when I purchase my Model S. The local Tesla Store had mentioned that they sold nine hundred Model S’ in this area alone and this was over a half a year ago. Today there is still only a single service center supporting the entire area but with many more Teslas on the road.

A second Tesla Service Center is planned for Dedham, MA but is not online yet. What I find interesting is the fact that both service centers are geographically close to one another which doesn’t seem to make a lot of sense to me.

This is a lot of area to cover for a single or even two service centers. Given the distances involved in covering such a large area, the technicians are running all over New England to pick up or service cars which just doesn’t scale well.

Summary

I believe that Tesla has fallen behind in scaling its service centers supporting the Model S roll out, at least when it comes to the New England area and likely overseas. It’ll be crucial for Tesla to start keeping a closer eye on service center response times and volume of service, if not already.

In addition to monitoring real-time growth of the Supercharging network Tesla owners should also be watching the rate in which Tesla Service Centers are being deployed.

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"Rob's passion is technology and gadgets. An engineer by profession and an executive and founder at several high tech startups Rob has a unique view on technology and some strong opinions. When he's not writing about Tesla

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Tesla Model Y L’s impressive specs surface in China’s recent MIIT filing

The Tesla Model Y L is expected to launch later this year.

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Credit: Tesla

The specs of the upcoming Tesla Model Y L has appeared in new Chinese regulatory filings, revealing key specifications including a six-seat layout and an extended range of up to 751 kilometers. The variant is expected to launch later this year alongside a new long-range Model 3 variant rated at 830 kilometers.

The updates were listed on the China Ministry of Industry and Information Technology’s (MIIT) latest batch of new energy vehicle models that are eligible for vehicle purchase tax exemptions.

Model Y L to debut with larger battery, six-seat layout

Listed under the model code TSL6500BEVBA0, the Model Y L will feature dual motors producing 142 kW at the front and 198 kW at the rear. It will be powered by a 465-kilogram 82.0-kWh lithium-ion battery from LG Energy Solution, with a pack energy density of 176 Wh/kg, as noted in a CNEV Post report. The long-range crossover achieves 751 km on the lenient CLTC cycle, making it Tesla’s highest-range Model Y to date in China despite its curb weight of 2,088 kg.

The “L” designation is believed to refer to the vehicle’s larger size and seating configuration, as the new variant is listed with six seats. It builds on Tesla’s strategy to diversify offerings in the Model Y lineup, which currently includes both RWD and AWD five-seat versions.

Model 3+ breaks record with 830 km CLTC range

Alongside the Model Y L, Tesla China also registered a new rear-wheel-drive Model 3, which was designated with the model code TSL7000BEVBR1. The vehicle boasts either 800 or 830 km of range on the CLTC cycle, depending on its trim. This marks the highest range yet for any Tesla vehicle in China.

The variant will use a 448-kilogram, 78.4-kWh LG-supplied battery with an energy density of 175 Wh/kg and a peak motor output of 225 kW. The vehicle’s curb weight is listed at 1,760 kg. The model was previously identified in filings as “Model 3+,” hinting at a possible tier above the existing long-range variant, which tops out at 753 km CLTC.

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Elon Musk explains why Tesla stepped back from Project Dojo

The update was initially reported by Bloomberg News, which cited people reportedly familiar with the matter.

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(Credit: Tesla)

Elon Musk has confirmed that Tesla is stepping back from its Dojo supercomputer initiative and focusing instead on the company’s in-house AI5 and AI6 chips. 

The update was initially reported by Bloomberg News, which cited people reportedly familiar with the matter.

Project Dojo Ends

As per Bloomberg, Peter Bannon, who led Project Dojo, will be departing Tesla following Elon Musk’s decision to shut down the initiative. The publication claimed that Tesla’s Project Dojo team has lost about 20 members recently, and the remaining members of the initiative would be reassigned to other data center and compute projects within Tesla. 

Dojo was expected to help Tesla train its Autopilot and Full Self-Driving systems. With this change, Tesla will reportedly be increasing its reliance on external partners for its training hardware. These partners reportedly include Nvidia, AMD, and Samsung, among other companies.

Credit: Elon Musk/X

Musk Explains Dojo Shutdown

In a series of posts on X, Elon Musk explained that it doesn’t make much sense for Tesla to divide its resources to scale two different chip designs. And since the company is putting in a lot of effort in its AI5 and AI6 chips–which would be used not for training but in actual products like Optimus and the Cybercab–it was time for Project Dojo to take a bow.

“It doesn’t make sense for Tesla to divide its resources and scale two quite different AI chip designs. The Tesla AI5, AI6 and subsequent chips will be excellent for inference and at least pretty good for training. All effort is focused on that.

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“In a supercomputer cluster, it would make sense to put many AI5/AI6 chips on a board, whether for inference or training, simply to reduce network cabling complexity & cost by a few orders of magnitude. One could call that Dojo 3, I suppose. The difference in real-world performance between AI4 and AI5 is far more than any chip version I’ve ever heard of by a lot. It’s real good,” Musk wrote in his post.

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Tesla creates clever solution to simplify and improve its Service

Raj Jegannathan, a Vice President of IT/AI-Infra, Apps, Infosec, and Vehicle Service Operations, revealed that Tesla has started a small pilot program at a few service locations to combat this issue.

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Credit: Tesla

Tesla has created a clever solution to simplify and improve its Service. Tesla performs most of the services that are needed on its vehicles at its company-owned Service Centers.

However, service has been a weak point of the company, as some regions have fewer Service Centers than others. This can cause long wait times for Tesla owners in some parts of the country.

There are also instances where customers do not agree with what Tesla is saying about their vehicle. In fact, one instance that revealed this new change Tesla is making to its Service was precisely that.

One owner posted on X that his vehicle’s battery seal had failed after a recall was issued. Tesla insurance and Tesla Service both did not assist, and it took CEO Elon Musk stepping in to get the issue resolved:

Another owner suggested there should be a more streamlined communications process between the customer and the Service Center, a solution that has been missing.

Raj Jegannathan, a Vice President of IT/AI-Infra, Apps, Infosec, and Vehicle Service Operations, revealed that Tesla has started a small pilot program at a few service locations to combat this issue.

Elon Musk wants Tesla Service to fix two-thirds of cars in the same day

Jegannathan said that Tesla has started to share local and regional leader contact information so customers have the ability to reach out when they have complaints or disagree with warranty claims, changes in estimates, or initial diagnostics.

It is available in a handful of locations already, and Jegannathan said that once abuse guardrails are built, this will expand to all locations:

This would be a major improvement in the Service portion of Tesla’s business. There are common disagreements between Service and customers, specifically when Service’s suggestions don’t align with the customer’s beliefs.

When it comes to things like a warranty claim, these issues are not really up for interpretation. Instead, the repairs should be made. If there is a misunderstanding on Service’s side, a simple message from the customer could have resolved the issue. That’s basically what happened here.

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