My advice for warranty and repair service experience:
Backstory- Long time Tesla enthusiasts and 4 time and current Tesla owner. I love my Tesla and most everything about the car. I absolutely, and I promise you 99.99% of Tesla owners will agree with me, DESPISE dealing with their service centers, arrogant and incompetent technicians, and a scheduling system that could not make the customer feel less important if they tried.
Here's my advice: If things go wrong, and we expect there will be issues with a new EV, go above and beyond to keep the customer in the loop, source spare parts from day 1, and at all costs do not look for a way to blame the customer for vehicle defects! Just. fix. it. Even if the occasional customer is to blame for potentially putting their Scout through the paces a little too much- be known as the company that unequivocally stands behind their product. Fix it, ASAP. Put PR above all else.
Just. Fix. It. Build a few hundred dollars extra into every vehicle MSRP to cover the cost, but after we have spent between $50k-$80k buying it, just fix it if something malfunctions.
Ask any Tesla owner who was made to feel like they were an inconvenience to the employees during the delivery process and to every customer who was made to feel like mfg quality issues were just to be expected and told to get over it- they'll all tell you the same thing... If Scout will treat customers the exact opposite way Tesla treats theirs, you'll win over virtually every EV owner in the market.
Backstory- Long time Tesla enthusiasts and 4 time and current Tesla owner. I love my Tesla and most everything about the car. I absolutely, and I promise you 99.99% of Tesla owners will agree with me, DESPISE dealing with their service centers, arrogant and incompetent technicians, and a scheduling system that could not make the customer feel less important if they tried.
Here's my advice: If things go wrong, and we expect there will be issues with a new EV, go above and beyond to keep the customer in the loop, source spare parts from day 1, and at all costs do not look for a way to blame the customer for vehicle defects! Just. fix. it. Even if the occasional customer is to blame for potentially putting their Scout through the paces a little too much- be known as the company that unequivocally stands behind their product. Fix it, ASAP. Put PR above all else.
Just. Fix. It. Build a few hundred dollars extra into every vehicle MSRP to cover the cost, but after we have spent between $50k-$80k buying it, just fix it if something malfunctions.
Ask any Tesla owner who was made to feel like they were an inconvenience to the employees during the delivery process and to every customer who was made to feel like mfg quality issues were just to be expected and told to get over it- they'll all tell you the same thing... If Scout will treat customers the exact opposite way Tesla treats theirs, you'll win over virtually every EV owner in the market.
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