Sitat fra: morpheos på onsdag 13. september 2017, klokken 12:23Sitat fra: SupaJay på onsdag 13. september 2017, klokken 10:57
So because they are the only option that makes it OK? and you shouldn't complain?
Of course not - that's one of the ways companies can learn and improve. The problem here is twofold; partly it's a problem of communication. If your delivery/logistics process isn't predictable, don't provide estimates to your customers. Tesla's problem in this case is that when you communicate an estimate, you create an expectation that it will be met.
If you say to Customer A that "we don't know when your car will be ready for delivery, but we'll provide you with regular status updates as the car moves through the system", most people would accept that. Things happen, it's a long and complex chain of systems and logistics.
If you instead (like Tesla does) say to Customer B that "We estimate that your car will be delivered in late august, early september" then you create an expectation that this date range will be met. If you provide wildly inaccurate information during the process (aka. MyTesla), this creates frustration. If you communicate that the car will be ready for delivery on a specific date (in my case, August 19th) and then proceed to miss the target date by a month, you're even worse off.
Let's say that Customer A and B both receive their cars on September 15th. Customer A was informed when his car rolled off production assembly, when it was shipped from CA, when it was offloaded in Belgium and when the car arrived in Drammen. He's a happy customer. Sure, he'd like to have gotten the car earlier, but his expectations were managed throughout the process. Up front, he was made aware that there are uncertanties, and once information was available, he got it. Customer B is going to be frustrated, pissed when he takes delivery and all because his expectations weren't met. He's had inaccurate information or no information at all. Both customers get their cars at the same time - their views are wildly different. This isn't hard - nothing of Customer As journey require any improvement on the logistics process.
The second part of the problem ties in with the first. When you do a stunt like the interest campaign has been, you're bound to overload your logistics process. Guess what, most customers will accept this IF THEY ARE TOLD SO.
Then again - I estimate that maybe 5-10% of Teslas customers are so into the cars that they will check MarineTraffic and MyTesla ten times daily
This I 100% agree with. The length of the delivery duration is not the issue, its the lack of information and Tesla missing their own estimates and still not providing any information.
Tesla will not be able to hold onto customers with the model 3 if they don't improve their customer service level
