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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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Elon Musk claims X is under ‘massive cyberattack’

Could the X outages be the result of a massive cyberattack? Elon Musk thinks so.

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Credit: Elon Musk | X

Elon Musk claims that an ongoing outage on his social media platform X is due to a “massive cyberattack,” and he says the attack seems to have an unprecedented amount of resources behind it.

Amidst intermittent outages on X on Monday morning, Musk claimed in a post that the issues were the result of a targeted cyberattack on the platform. He also claimed that, while attacks are lodged against the platform everyday, this particular one seemed to have substantial resources behind it, which he says could be “either a large, coordinated group and/or a country.”

There was (still is) a massive cyberattack against 𝕏.

We get attacked every day, but this was done with a lot of resources. Either a large, coordinated group and/or a country is involved.

Tracing …

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When X user Hassan Sajwani responded to the post saying that “They want to silence you and this platform,” Musk simply responded “Yes” in a follow-up post. X has yet to release an official statement on the outages.

The news also comes after mass demonstrations and vandalism against Tesla’s stores and vehicles have broken out around the world in the past few weeks, in protest of Musk’s recent efforts under the Trump administration to gut a broad range of federal agencies. Arrests have been made following attacks and arson against multiple of the Tesla locations, though it’s not yet clear if the ongoing cyberattack against X could be related.

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READ MORE ON X: Elon Musk’s X in talks to raise funds at $44 billion valuation: report

Musk purchased X, then called Twitter, for $44 billion in 2022, going on to launch mass layoffs at the company. About six months after the purchase, he said in an interview with BBC that the company had brought headcount down to just 1,500 from roughly 8,000, representing a cut of around 80 percent of staff.

Last month, X reported an adjusted EBIDTA of $682 million for 2024, along with about $5 billion in revenue. Wall Street Journal also reported that banks had completed a sale of $5.5 billion in debt backed by X. CEO Linda Yaccarino said in January that the company has also secured a deal with Visa to launch X Money, slated for release later this year.

Elon Musk’s X recruiting “hardcore software engineers”

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Tesla’s Full Self-Driving faces a new hurdle in UK rollout plans

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Tesla has been working to start deploying its Supervised Full Self-Driving (FSD) system outside of North America, though as the first waves of the software go out in China and Mexico, regulatory holdups in the United Kingdom (UK) and elsewhere are proving tough to overcome.

The UK’s Department for Transport (DfT) has proposed rules paring back allowances for autonomous driving systems such as Tesla’s Supervised FSD, according to documents seen by Telegraph in a report over the weekend. The delays echo previous statements from Tesla officials highlighting that the system may not be able to roll out in full in Europe until 2028, after recent regulation changes have slowed the deployment of certain automated capabilities.

Although the department’s original draft of safety rules related to self-driving systems allowed vehicles to perform maneuvers such as stopping and starting at traffic lights, turning at intersections, and changing lanes, all while drivers were hands-free, a new draft has diluted these functions to only allow “highway” maneuvers, such as lane changes, while also requiring drivers to keep their hands on the steering wheel.

“Whilst [a driver assistance system] may help in reducing collisions, it may also introduce new safety risks,” said a group of UK officials who helped propose the added restrictions in September.

The group has also suggested that systems like Tesla’s FSD Supervised should be rolled out “in phases,” echoing that safety concerns should be closely evaluated amidst deployment.

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“The technological advancements in these systems are promising, but there remain concerns about their impact on driver behaviour, situational awareness and overall safety.”

The changes also come after concerns about deploying automated driving systems were raised in the United Nations Economic Commission for Europe (UNECE) last year, with the UK’s DfT officials speaking out then about concerns for broader approval of the technology.

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READ MORE ON TESLA FSD’S MARKET ROLLOUT: Tesla used this clever workaround to train FSD for China’s roads

Tesla’s launch of FSD Supervised in Europe, elsewhere: what’s causing delays?

Tesla recently launched early FSD-related features in China and Mexico, and the news comes as the company has continued to face tough regulatory barriers to launching the software in markets across Europe and the UK.

As part of his resignation announcement in October, Tesla’s former Global Vehicle Automation and Safety Policy Lead Marc Van Impe warned of major barriers in Europe due to the UN Regulation 171, dubbed DCAS, which could delay the deployment of FSD until 2028.

“This impacts Europe’s competitiveness and it’s clear that the type-approval framework needs to evolve to better and more quickly tackle innovative technologies,” Van Impe said of the delay. “Perhaps temporary certification or deployment through pre-certification can prove a solution.”

Despite this, Tesla went on to launch an introductory version of Actually Smart Summon in Europe and the Middle East in November, after the highly-anticipated software had previously been lumped in with an FSD Supervised update in North America.

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During Tesla’s Q4 2024 earnings call in January, CEO Elon Musk also highlighted European regulations as a major barrier to getting FSD approved. He also highlighted an upcoming European Union (EU) committee session in May, which he said is expected to approve the software.

Tesla employees are performing autonomous FSD trials, CEO Elon Musk says

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Elon Musk’s X experiences several outages on Monday

As of this writing, X’s desktop and mobile services are still intermittent.

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Credit: Linda Yaccarino/X

Elon Musk’s social media platform, X, experienced several outages on Monday morning.

As of this writing, X’s desktop and mobile services are still intermittent.

Initial Reports

As noted in a TechCrunch report, a wave of reports about X being offline were submitted on Downdetector, a website that tracks online outages, early Monday morning, around 5:30 a.m. ET. 

At the time, about 20,000 users reported experiencing problems accessing the social media platform. This initial wave of outages seemed to have been resolved after about an hour, with users being able to access X’s services once more.

Outage Encore

Another wave of outages on X were reported by users around 9:30 a.m. ET, though this time, Downdetector listed about 40,000 user reports. This particular outage seemed worse than the first, as it was still ongoing until about lunchtime Eastern Time.

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As of this writing, issues with X appear to still be ongoing, as per tests done by Teslarati staff. While some pages on the social media platform are now loading, some features such as users’ timeline and analytics remain inaccessible.

Update as of 12:17 p.m. ET: X’s mobile and desktop features appear to have gone back online.

X, for its part, has not issued a comment about the matter.

X’s Evolution

Previously known as Twitter, the social media platform was acquired by Elon Musk in late 2022 for $44 billion. Since then, Twitter has returned to becoming a private company, and it has been renamed X.

While reports following Musk’s acquisition noted that Twitter saw a sharp drop in valuation after the Tesla CEO’s acquisition, Bloomberg News, citing people reportedly familiar with the matter, claimed last month that X was in talks to raise funds from investors at a $44 billion valuation, thanks in no small part to its stake in xAI, Musk’s artificial intelligence startup.

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