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Tesla’s electric cars are well-loved by owners, but service network needs work: survey

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A recent survey among Tesla owners has shown that while the company’s electric cars are definitely well-loved, the electric car maker has notable areas of improvement with regards to its service network.

The annual survey was conducted by Bernstein, and this year, it involved input from 2018 Tesla owners. The study showed that 87% of the respondents admitted that they “love” their vehicles, a slight rise over the previous year’s 85%. More than 2/3 of the owners surveyed this year also stated that they bought an electric car to replace a “mainstream” vehicle, suggesting that Tesla is starting to make some waves beyond the luxury market.

While Tesla’s vehicles are well-loved by their owners, the company does have areas of improvement in its service network. Bernstein analyst Toni Sacconaghi outlined these points in a note to clients on Monday. “Tesla’s service and customer experience remain a relative weak spot, with little improvement in most areas and deterioration in several metrics versus our survey results from 2017,” he wrote.

According to the results of the survey, 42% of the respondents rated their service center experience as “excellent.” This represents a 15% decline over the previous year’s results, when 57% of the surveyed Tesla owners gave an “excellent” rating for their service center experience. Particularly telling is that respondents who visited the company’s service centers in the last three months were less satisfied with their experience due to issues such as longer wait times.

In contrast to the owners’ ratings for Tesla’s service network, the company’s mobile service received a very positive response among the participants of Bernstein’s survey, with 70% of respondents rating their experience as “excellent.”

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As the company’s fleet of vehicles grows with the introduction of high-volume electric cars like the $35,000 Model 3 and the Model Y, Tesla rolled out initiatives to improve its customers’ service experience. Last year, the company opened in-house body shops in a number of locations across the United States, which allowed minor repairs to be addressed more efficiently. Earlier this month, Tesla also rolled out an update to its mobile app that showed owners live status updates on the work being done on their vehicles.

Tesla has further committed to increasing its investment in its service system until it can deliver same-day, if not same-hour turnaround times for customer concerns. The company outlined this in a blog post when it announced the $35,000 Model 3. “Most service (will be) done by us coming to you, rather than you coming to us. Moreover, we guarantee service availability anywhere in any country in which we operate,” the company wrote.

Bernstein has a “Perform” rating on Tesla stock (NASDAQ:TSLA), with a price target of $325 per share.

Simon is an experienced automotive reporter with a passion for electric cars and clean energy. Fascinated by the world envisioned by Elon Musk, he hopes to make it to Mars (at least as a tourist) someday. For stories or tips--or even to just say a simple hello--send a message to his email, simon@teslarati.com or his handle on X, @ResidentSponge.

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Tesla opens Robotaxi access to everyone — but there’s one catch

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Credit: Tesla

Tesla has officially opened Robotaxi access to everyone and everyone, but there is one catch: you have to have an iPhone.

Tesla’s Robotaxi service in Austin and its ride-hailing service in the Bay Area were both officially launched to the public today, giving anyone using the iOS platform the ability to simply download the app and utilize it for a ride in either of those locations.

It has been in operation for several months: it launched in Austin in late June and in the Bay Area about a month later. In Austin, there is nobody in the driver’s seat unless the route takes you on the freeway.

In the Bay Area, there is someone in the driver’s seat at all times.

The platform was initially launched to those who were specifically invited to Austin to try it out.

Tesla confirms Robotaxi is heading to five new cities in the U.S.

Slowly, Tesla launched the platform to more people, hoping to expand the number of rides and get more valuable data on its performance in both regions to help local regulatory agencies relax some of the constraints that were placed on it.

Additionally, Tesla had its own in-house restrictions, like the presence of Safety Monitors in the vehicles. However, CEO Elon Musk has maintained that these monitors were present for safety reasons specifically, but revealed the plan was to remove them by the end of the year.

Now, Tesla is opening up Robotaxi to anyone who wants to try it, as many people reported today that they were able to access the app and immediately fetch a ride if they were in the area.

We also confirmed it ourselves, as it was shown that we could grab a ride in the Bay Area if we wanted to:

The launch of a more public Robotaxi network that allows anyone to access it seems to be a serious move of confidence by Tesla, as it is no longer confining the service to influencers who are handpicked by the company.

In the coming weeks, we expect Tesla to then rid these vehicles of the Safety Monitors as Musk predicted. If it can come through on that by the end of the year, the six-month period where Tesla went from launching Robotaxi to enabling driverless rides is incredibly impressive.

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Tesla analyst sees Full Self-Driving adoption rates skyrocketing: here’s why

“You’ll see increased adoption as people are exposed to it. I’ve been behind the wheel of several of these and the different iterations of FSD, and it is getting better and better. It’s something when people experience it, they will be much more comfortable utilizing FSD and paying for it.”

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tesla interior operating on full self driving
Credit: TESLARATI

Tesla analyst Stephen Gengaro of Stifel sees Full Self-Driving adoption rates skyrocketing, and he believes more and more people will commit to paying for the full suite or the subscription service after they try it.

Full Self-Driving is Tesla’s Level 2 advanced driver assistance suite (ADAS), and is one of the most robust on the market. Over time, the suite gets better as the company accumulates data from every mile driven by its fleet of vehicles, which has swelled to over five million cars sold.

The suite features a variety of advanced driving techniques that many others cannot do. It is not your typical Traffic-Aware Cruise Control (TACC) and Lane Keeping ADAS system. Instead, it can handle nearly every possible driving scenario out there.

It still requires the driver to pay attention and ultimately assume responsibility for the vehicle, but their hands are not required to be on the steering wheel.

It is overwhelmingly impressive, and as a personal user of the FSD suite on a daily basis, I have my complaints, but overall, there are very few things it does incorrectly.

Tesla Full Self-Driving (Supervised) v14.1.7 real-world drive and review

Gengaro, who increased his Tesla price target to $508 yesterday, said in an interview with CNBC that adoption rates of FSD will increase over the coming years as more people try it for themselves.

At first, it is tough to feel comfortable with your car literally driving you around. Then, it becomes second nature.

Gengaro said:

“You’ll see increased adoption as people are exposed to it. I’ve been behind the wheel of several of these and the different iterations of FSD, and it is getting better and better. It’s something when people experience it, they will be much more comfortable utilizing FSD and paying for it.”

Tesla Full Self-Driving take rates also have to increase as part of CEO Elon Musk’s recently approved compensation package, as one tranche requires ten million active subscriptions in order to win that portion of the package.

The company also said in the Q3 2025 Earnings Call in October that only 12 percent of the current ownership fleet are paid customers of Full Self-Driving, something the company wants to increase considerably moving forward.

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Tesla scores major court win as judge rejects race bias class action

The ruling means the 2017 lawsuit cannot proceed as a class action because plaintiff attorneys were unable to secure testimony commitments from at least 200 workers.

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Credit: Tesla

Tesla scored a significant legal victory in California after a state judge reversed a class certification in a high-profile race harassment case involving 6,000 Black workers at its Fremont plant. The ruling means the 2017 lawsuit cannot proceed as a class action because plaintiff attorneys were unable to secure testimony commitments from at least 200 workers ahead of a 2026 trial, a threshold the judge viewed as necessary to reliably represent the full group.

No class action

In a late-Friday order, California Superior Court Judge Peter Borkon concluded that the suit could not remain a class action, stating he could not confidently apply the experiences of a much smaller group of testifying workers to thousands of potential class members. His ruling reverses a 2024 decision by a different judge who had certified the case under the belief that a trial of that size would be manageable, as noted in a Reuters report.

The lawsuit was originally filed by former assembly-line worker Marcus Vaughn, who alleged that Black employees at Tesla’s Fremont factory were exposed to various forms of racially hostile conduct, including slurs, graffiti, and instances of disturbing objects appearing in work areas. Tesla has previously said it does not tolerate harassment and has removed employees found responsible for misconduct. Neither Tesla nor the plaintiffs’ legal team immediately commented on the latest ruling.

Tesla’s legal challenges

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While the decertification narrows the scope of this particular case, Tesla still faces additional litigation over similar allegations. A separate trial involving related claims brought by a California state civil rights agency is scheduled just two months after the now-vacated class trial date. The company is also contending with federal race discrimination claims filed by the U.S. Equal Employment Opportunity Commission, alongside several individual lawsuits it has already resolved.

For now, the reversal removes the large-scale exposure Tesla would have faced in a unified class trial, shifting the dispute back to individual claims rather than a single mass action. The case is Vaughn v. Tesla, filed in Alameda County Superior Court.

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