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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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Rivian Boosts AI Strategy with Cohere CEO’s Board Appointment

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(Credit: Rivian)

Rivian has strengthened its AI strategy by appointing Aidan Gomez, co-founder and CEO of generative AI startup Cohere, to its board. Gomez’s appointment was announced through a regulatory filing. The move underscores Rivian’s ambition to lead in automotive software and AI-driven autonomy.

Gomez is a data scientist and AI expert. He launched Cohere in 2019, focusing on AI foundation models for enterprises like Oracle and Notion. Gomez will be on Rivian’s board until 2026. His appointment expands Rivian’s board and aligns with the company’s $5.8 billion joint venture with Volkswagen Group to develop software. The venture leverages Rivian’s electrical architecture expertise, licensing intellectual property, and may sell tech to other firms in the future.

Gomez’s expertise is a strategic fit, with CEO RJ Scaringe stating the AI expert’s “thinking and expertise will support Rivian as we integrate new, cutting-edge technologies into our products, services, and manufacturing.”

Rivian’s AI efforts include an AI assistant for its EVs, which has been under development since 2023, according to the automaker’s Chief Software Officer Wassym Bensaid.

“The AI work, which is specifically on the orchestration layer or framework for an AI assistant, sits outside the joint venture with VW,” Bensaid told TechCrunch.

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Morgan Stanley analyst Adam Jonas sees Rivian’s value in its AI and autonomy potential, not just its EVs. “We see scope for Rivian to play a more important role in AI-enabled autonomy with potential milestones in 1H25,” Jonas said, highlighting the upcoming period as “consequential to determining Rivian’s place in the autonomous vehicle race.”

Jonas believes Rivian stands out as a non-Tesla, U.S.-based “software-defined” company with a fully integrated, AI-driven autonomous platform fueled by advances in generative AI and large language models.

Gomez’s board role positions Rivian to capitalize on AI innovations, enhancing its software leadership and autonomous vehicle development. As the EV maker navigates its Volkswagen partnership and internal AI projects, Gomez’s expertise could drive breakthroughs, reinforcing Rivian’s dual identity as an EV manufacturer and a tech innovator in a competitive landscape.

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Tesla Model Y gets five-year, zero-interest financing deal in China

The program was announced by the electric vehicle maker through its official Weibo account.

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Credit: Tesla

Tesla has launched a five-year, zero-interest financing deal for the new Model Y in China. 

The program was announced by the electric vehicle maker through its official Weibo account.

Model Y Financing Program Details

The new five-year, zero-interest financing deal is available through June 30, and it applies to all Model Y variants, the rear-wheel-drive (RWD) and long-range all-wheel-drive (AWD), which start at 263,500 yuan ($36,300) and 313,500 yuan ($42,950), respectively. Buyers can qualify for the program by paying a down payment of as low as 79,900 yuan ($10,950), with monthly payments starting at 3,060 yuan ($420).

It should be noted that prior to the recently announced program, Tesla China had offered a three-year, zero-interest financing deal for the new Model Y RWD and AWD.

New Model Y Sales So Far

Tesla’s new five-year, zero-interest financing program comes amidst heightened competition in China’s electric vehicle sector. For context, the company sold 74,127 vehicles domestically in March, up 18.8% year-over-year, as noted in a CNEV Post report. From this number, the Model Y accounted for 48,189 deliveries.

During the week of April 14-20, Tesla China also saw 6,800 new vehicle registrations, suggesting that Giga Shanghai is focusing on exports this month.

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Other Updates And Incentives

Tesla China also extended an 8,000-yuan insurance subsidy for the Model 3 through April 30. A five-year, zero-interest financing program was launched for the all-electric sedan as well. To qualify, buyers would have to pay a down payment of as low as 79,900 yuan ($10,950), with monthly payments starting at 2,460 yuan ($340). 

A new Star Diamond Black paint option for both the Model Y and Model 3 was also announced. Delivery times remain steady as well, with the Model Y RWD seeing a 2-4 week wait time and the Model Y Long Range AWD seeing a 3-5 week wait time. The Model 3 is listed with a 1-3 week wait time for all its variants.

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Hyundai & Posco partner for US steel plant amid Trump tariff pause  

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(Credit: Hyundai)

Hyundai Motor Group and Posco Holdings have signed a memorandum of understanding to collaborate on a U.S. steel plant in Louisiana, leveraging a three-month suspension on President Trump’s tariffs. The partnership strengthens Hyundai’s U.S. manufacturing strategy, which includes investing billions into the country to increase production.

Posco will take an equity stake in the Louisiana steel factory, which is set to begin production in 2029 with an annual capacity of 2.7 million tonnes, per a Hyundai Steel regulatory filing. The $5.8 billion project, part of Hyundai’s broader $21 billion U.S. investment unveiled last month with President Donald Trump, may see Posco sell some of the plant’s steel output. The initiative aligns with Hyundai’s efforts to localize production and mitigate tariff impacts.

President Trump imposed 25% tariffs on South Korea this month but paused the levies for three months later. In response to the impending Trump tariffs, Hyundai’s U.S. COO Claudia Marquez launched the Hyundai Assurance Program during the 2025 New York International Auto Show.

“When it comes to the customers, which again is tough and even for us just for planning purposes, what we wanted to make sure is that we have a plan, so we launched our Hyundai Assurance Program, which is confirming and assuring to customers that [prices] are not going to go up, at least this next couple of months,” Marquez said, emphasizing price stability.

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Hyundai Motor Group has boosted production in the United States since President Donald Trump was reelected. The South Korean automaker wants to limit the impact of Trump’s tariffs through its plants in the United States, namely the factories in Georgia and Alabama.

“Hyundai Motor and its partners are investing $12.6 billion (18.4 trillion won) in an assembly plant and two battery joint ventures, enabling additional production capacity. The decision to make this investment was made during the first Trump administration,” said Hyundai’s President and CEO Jose Muñoz.

The Posco partnership enhances Hyundai’s supply chain resilience, which is critical as Trump’s tariffs loom. By 2029, the Louisiana plant could reduce reliance on imported steel, aligning with Trump’s domestic production goals. Hyundai’s strategic investments and Assurance Program position it to navigate trade uncertainties while reinforcing its presence in the U.S. market.

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