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Tesla’s electric cars are well-loved by owners, but service network needs work: survey
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.”
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.
News
Tesla Supercharger access has proven to be a challenge for one company
Interestingly, it seems to be the Volkswagen brand specifically that is having issues with compatibility with Tesla Superchargers. Other brands under the VW umbrella, like Audi and Porsche, have already gained access to the charging network.

Tesla Supercharger access has proven to be quite the challenge for one company, as it continues to delay the date that it will enable its owners to charge at the most expansive network in the world.
Tesla Superchargers have been opening up to other brands for well over a year, and many car companies that are manufacturing electric vehicles now have access to the vast network that has over 70,000 locations worldwide.
Tesla to launch Supercharger access for VW owners later this year
However, one brand has experienced some issues with what it is calling “technical challenges,” specifically failing to enable cross-compatibility between its vehicles and Tesla Superchargers.
Volkswagen has had to delay its ability to enable customers to charge at Superchargers because there have been some difficulties getting things to run smoothly. A report from PCMag cites a quote from a Volkswagen spokesperson who said there are still plans to deliver this year, but there have been some delays:
“Volkswagen looks forward to making it possible for ID. Buzz and ID.4 vehicle owners to gain access to the Tesla NACS Partner Superchargers. The timeline has been delayed by technical challenges, and we ask for customers’ patience. We still expect to deliver access this year.”
Interestingly, it seems to be the Volkswagen brand specifically that is having issues with compatibility with Tesla Superchargers. Other brands under the VW umbrella, like Audi and Porsche, have already gained access to the charging network.
Volkswagen EV owners will need to use an official VW adapter to access the Tesla Supercharger Network once the issues are resolved. It still plans to launch access to its owners later this year, but its spokesperson did not announce any planned timeline.
News
Tesla Giga Berlin makes big move amid strong sales and demand
“We currently have very good sales figures and have therefore revised our production plans for the third and fourth quarters upwards.”

Tesla is making a big move at its factory in Germany, known as Giga Berlin, as managers at the plant have indicated the company plans to increase its production rate for the remainder of the year.
Giga Berlin is responsible for manufacturing Model Y vehicles for several markets worldwide, including those outside of Europe. It was opened in March 2022, and it recently built its 500,000th Model Y in March and its 100,000th new Model Y just three weeks ago.
Due to some encouraging sales figures in the markets it provides vehicles for, Tesla said it is planning to increase production at the factory for the remainder of the year.
Andrè Thierig, plant manager at Giga Berlin, said to German news outlet DPA on Sunday that market data has encouraged a move to be made regarding the production at the factory:
“We currently have very good sales figures and have therefore revised our production plans for the third and fourth quarters upwards.”
It is interesting to see this kind of narrative from Thierig, especially as data has shown Tesla has struggled in various markets, including Germany, this year.
Sales drops have been reported, but other markets are holding strong, especially those in Northern Europe, such as Norway, where the Model Y saw a nearly 39 percent increase in sales in August compared to the same month the previous year.
Gigafactory Berlin supplies vehicles for other markets, such as Canada, Australia, and New Zealand, which are strategically important to avoid tariffs. It also builds cars for the Middle East.
Thierig reiterated this point during the interview with DPA:
“We supply well over 30 markets and definitely see a positive trend there.”
Elon Musk
Tesla analyst says Musk stock buy should send this signal to investors
“With Musk’s (Tesla stock) purchase, combined with the upward momentum for delivery expectations and robotaxi rollout, we are becoming more bullish.”

Tesla CEO Elon Musk purchased roughly $1 billion in Tesla shares on Friday, and analysts are now breaking down the move as the stock is headed upward.
One of them is William Blair analyst Jed Dorsheimer, who said in a new note to investors on Monday that Musk’s move should send a signal of confidence to stock buyers, especially considering the company’s numerous catalysts that currently exist.
Elon Musk just bought $1 billion in Tesla stock, his biggest purchase ever
Dorsheimer said in the note:
“With Musk’s (Tesla stock) purchase, combined with the upward momentum for delivery expectations and robotaxi rollout, we are becoming more bullish. This purchase is Musk’s first buy since 2020. To us, this sends a strong signal of confidence in the most important part of Tesla’s future business, robotaxi.”
Musk putting an additional $1 billion back into the company in the form of more stock ownership is obviously a huge vote of confidence.
He knows more than anyone about the progress Tesla has made and is making on the Robotaxi platform, as well as the company’s ongoing efforts to solve vehicle autonomy. If he’s buying stock, it is more than likely a good sign.
Tesla has continued to expand its Robotaxi platform in a number of ways. The project has gotten bigger in terms of service area, vehicle fleet, and testing population. Tesla has also recently received a permit to test in Nevada, unlocking the potential to expand into a brand-new state for the company.
In the note, Dorsheimer also touched on Musk’s recent pay package, revealing that William Blair recently met with Tesla’s Board of Directors, who gave the firm some more color on the situation:
“We recently participated in a meeting with Tesla’s board of directors to discuss the details of Musk’s performance package. The board is confident of its position in the Delaware case and anticipates a verdict by end of year. It does not expect a similar situation to occur under new Texas jurisdiction. Musk has the board’s full support, and we expect he’ll get more than enough shareholder support for this to pass with flying colors.”
Tesla stock is up over 6 percent so far today, trading at $421.50 at the time of publication.
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