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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 Robotaxi’s biggest challenge seems to be this one thing

That big bright thing in the sky might be Tesla’s biggest challenge in terms of Robotaxi.

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Credit: Tesla

Tesla Robotaxi launched just a few days ago to a limited number of riders in Austin, Texas, but its biggest challenge seems to be how the automaker will figure out one thing: the Sun.

Among the company’s unique strategies, its emphasis on using cameras for self-driving is perhaps the most interesting. No other company has adopted the same strategy, as others have relied on cameras with either sensors or LiDAR rigs to accomplish their self-driving deployments.

Tesla, on the other hand, has called LiDAR unnecessary. CEO Elon Musk once called it “a fool’s errand,” stating it was not needed to build an effective self-driving fleet of vehicles.

Musk compared cameras to eyes. Humans don’t need sensors or LiDAR to operate vehicles on the road, so why should cars? This brought up some questions, especially regarding sun glare. Musk said that Tesla would use direct photon counting to see directly into brigt sunlight or even in the darkest conditions at night.

His quote during a recent earnings call was:

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“Actually, it does not blind the camera. We use an approach which is direct photon count. When you see a processed image, so the image that goes from the sort of photon counter — the silicon photon counter — that then goes through a digital signal processor or image signal processor, that’s normally what happens. And then the image that you see looks all washed out, because if you point the camera at the sun, the post-processing of the photon counting washes things out.”

So far, this strategy has yielded mixed results. We have seen examples of both:

The Good

We’ve had a handful of people state that they have had no issue using the Robotaxi when it is driving into direct sunlight.

There are plenty of examples:

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The Bad

The Verdict

This is obviously a weird case, and it seems that this could be one of the challenges Tesla will face with the deployment of Robotaxi.

While it will get figured out, this is something that could ultimately push back Tesla’s goal of having no safety monitor in the vehicles. However, the instance will be learned and used to improve in the future through its Neural Nets.

The first intervention was captured yesterday, requiring the Tesla safety monitor to stop the vehicle manually on the car’s touchscreen.

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Tesla owners take stand as Stockholm insists on blocking FSD tests

Despite the Tesla owners’ efforts, city officials appear unwilling to budge.

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Credit: Tesla China

Tesla owners in Sweden are taking it upon themselves to lobby for the approval of FSD-style tests in the City of Stockholm. The owners’ efforts come amidst city officials’ continued refusal to allow Tesla to test its autonomous driving system in the capital.

In open letters and social media posts, Tesla owners have urged Stockholm to reconsider its stance, pointing to broader support for FSD trials across Europe. But despite their efforts, city officials appear unwilling to budge, reinforcing the capital’s hardline stance on the Elon Musk-led EV maker.

Public support shows brand loyalty

A group of Swedish Tesla owners recently sent an open letter to Stockholm leaders. Among them is Alexander Kristensen, who has written a letter to officials urging them to allow Tesla to test FSD in the region.

“Members of the Traffic Committee are politically appointed by the Stockholm City Council, whose mandate is determined by the popular vote. Your stance—continuing to block a conditional pilot of FSD— is thus a political decision and fully subject to the electorate’s judgment in the next municipal election.

“When the City prevents tests that could validate and refine the technology locally, it is perceived as hampering life-saving innovation,” the Tesla owners wrote.

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The Swedish Transport Administration issued a response, acknowledging the Tesla owners’ feedback. The Transport Administration noted that it could proceed to grant a permit for Tesla to test FSD, but the company would still have to secure approval from local governments where the FSD-style tests will be conducted.

Stockholm remains firm

Despite this, Stockholm doubled down shortly after, stating that Tesla’s FSD software remains prohibited on city roads.

“Thank you for your comments and for taking an interest in traffic issues concerning the City of Stockholm. As previously stated, the City’s assessment of the current application remains unchanged and our position is set out in the opinion,” the City of Stockhom wrote.

In light of the city’s response, some Tesla owners have vowed to campaign against current officials in the next election.

The push for FSD testing comes as Tesla faces ongoing challenges in Sweden, including a labor dispute with unions over collective bargaining agreements. Since late 2023, the conflict has resulted in strikes, blockades, and legal battles, none of which appear close to resolution. Despite regulatory and labor headwinds, Tesla continues to expand in the region, including the recent installation of Superchargers in union-backed areas.

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xAI welcomes Memphis pollution results, environmental groups push back

Tests were conducted at Macedonia Church in Boxtown, The Links at Whitehaven, and City Hall Downtown.

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(Credit: xAI)

The City of Memphis has released initial air quality test results from three sites across the city, including one near Elon Musk’s xAI data center in South Memphis. 

According to city officials, the results showed no dangerous levels of pollutants. “At every site and for every pollutant tested, levels were either too low to detect or well below established safety thresholds,” the city’s report read.

xAI Welcomes Air Quality Test Results

Tests were conducted at Macedonia Church in Boxtown, The Links at Whitehaven, and City Hall Downtown. Memphis Mayor Paul Young stated that the data only represents a “snapshot in time” and that continued monitoring will take place.

“The City doesn’t control air quality regulations, but we stepped up to find answers. The initial results showed no dangerous levels of air pollutants at any of the tested sites. We are committed to ongoing testing to continue to inform and protect our community,” Mayor Young stated.

xAI, which opened a facility in Boxtown to house its Colossus supercomputer, welcomed the city’s initial findings. The artificial intelligence startup shared its comments in a post on social media platform X.

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“xAI welcomes the independent third-party data showing no dangerous pollutant levels at test sites near our Memphis data center. We have built a world-class data center in Memphis and we couldn’t have done it without the support of the local community and its leaders,” the company stated.

Critics Are Not Satisfied

Environmental advocates and local leaders, however, were not satisfied with the city’s initial tests. The Southern Environmental Law Center criticized the city’s approach, arguing that smog-forming emissions, including nitrogen oxides from xAI’s turbines, pose health risks that the city’s testing did not account for, as noted in a FOX 13 Memphis report.

“The city failed to measure ozone pollution–better known as smog–which we already know is a major problem in the Memphis area… As community members have warned for the last year, smog-forming pollution is a major concern with the unpermitted turbines being run at xAI’s South Memphis data center,” the group noted.

State Representative Justin J. Pearson (D-Memphis) echoed the group’s criticism.

“We do not need any more misleading reports that are more concerned with finding a conclusion conducive to Mayor Young’s unwavering support of xAI, rather than discovering the truth. Our review of the information released by the City of Memphis earlier this evening revealed a glaring and critical omission in their pollution testing and results: the monitoring of ozone which is a considerable factor in air pollution problems in Memphis,” he noted.

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