Tesla uses hostile UI for customer service: this is a growing trend đ
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Just a question, can you go to a service center and ask for help? Do Tesla service centers have a way to help?
lol why the fuck do they have loot boxes?
Not gonna lie, Tesla was one of the worst buying experiences I ever had in my life. Customer service is essentially nonexistent, and when things break you’re left to your own devices.
I got a trade in estimate half a year before I decided to pull the trigger on buying the car, and for whatever reason Tesla didn’t delete it when it expired. When I ordered the vehicle, the website shit itself and denied the trade in because “this vehicle already has a trade-in request.” Except it didn’t, and nobody could tell me why it wasn’t working. I was on the hook for paying the full price.
The service rep promising to call back became a meme in itself. They never call back. Zero out of twelve times. I had to keep pushing, pushing, and pushing until they finally escalated it to engineering. Then it only took 2 months to finally clear it out of the database.
Louis is lucky the help page even loads for him. I followed along with his video and just get a blank page every time I click any help topic. I confirmed with WebView Test that https://www.tesla.com/support/autopilot loads properly, so something’s fucked with their app.
This is just a shit implementation of rendering the mweb site within the app container. I tried reproducing the steps in the video. If I go through the app, I have the exact same dead-end flow as op but it was normal speed. There was no lag.
If I log into the website on my phone browser, I was able to go to the contact us page where I stopped as I didn’t want to contact them. I did have to sign in though.
I am not sure this is hostile UI. I attribute it to poor QA.
This guy sounds like he’s from Home Movies
When he hits “contact us” the upload speed springs to life. It seems they are gathering a lot of information and sending it off.
Wtf is it uploading after clicking contact?
Even though this seems to just be a website bug, there actually *are* hostile websites that do whatever they can to keep you from talking to a person. Amazon is a decent example, but Google is probably notoriously the worst. Employing customer service personnel costs money, but once you get to a certain size (of just make an in demand product) you can just ignore people’s complaints and they will still keep using your service/product.
Growing? It’s absolutely everywhere. And the customer facing (i.e. low pay) employees take all the abuse for it, if the company even uses them anymore. Makes me sick to think about.
My old Microsoft account got hacked about a year ago. I never was able to recover it because Microsoft makes it impossible to contact anyone. It’s so ridiculous.
I don’t know why his app is so slow but I suspect it has something to do with the VPN he is connected to. This doesn’t happen to me.
Also – it’s pretty well known (if you google) why your safety score disappears – it means you’re queued up for the beta and have to wait your turn which can take months as it’s still a slow rolling process.
I agree that having the contact us be a dead end is unprofessional but his other complaints are not valid in my experience.
I wish he would have done this in an emulator and capture the web traffic, as it looks like the contact timed out, and bounced him to server default.
it would be nice to see the server side responses, and redirects.
Complaining about the speed of the app when you have 2 bars of LTE. DOH!
Ah yes so many other amazing car companies besides Tesla, I love going to my local Honda or Toyota dealership, they are always such a joy to work with
I have a tesla, and am a software developer. On one hand, I bought the house I live in with TSLA profits(bought @ IPO for $20). On the other hand, I’m not a fanboy and see a whole ton of problems with my model Y, and wouldn’t really recommend it to anyone for the price. I think it would be a good buy for $40k but not the current $60 whatever. Anyways, this video is silly.
1) I went through the steps in the video, and everything was quick for me – less than a second for any given page load. Maybe their servers were slow at that point, or maybe just the filmers internet is jacked. Hard to tell who to fault.
2) Yes, “Contact us” takes you to the main tesla homepage. But to say this is a “hostile UI” or a dark pattern is silly. The most likely explanation is that the developers are just incompetent and broke it.
I think I figured it just debugged it in 3 minutes anyway. For a long time, Tesla the car company didn’t own tesla.com, so they went by http://www.teslamotors.com. A few years ago, Tesla acquired tesla.com, and then later started pointing to that as their main domain instead of the former one. The contactus page is now broken for http://www.teslamotors.com/contactus, but works on http://www.tesla.com/contactus forwarding you to auth.tesla.com. Most of the other links on teslamotors continue to work though. My guess is the app still queries http://www.teslamotors.com, and they just need to change the URL to http://www.tesla.com/contactus
Why is the contactus page broken on teslamotors.com? My guess it was just disabled by some poor server dev looking at a wall of error messages. During normal operation it immediately forwards you to their auth server , and that wouldn’t work for teslamotors.com cookies after the switch, only tesla.com ones.
“Don’t ascribe malice to something that can be explained by incompetence.”
Tesla isn’t actually asking you to buy a new car instead of talking to a support person, it’s way more likely that their help center has a dead link and the default landing page is the sales page.
Now, don’t get me wrong, it’s absolutely garbage that a company like Tesla doesn’t want to staff a call center and hire support specialists, but this is not some grand conspiracy, just laziness on Tesla’s part.
Tesla FSD isn’t any good?! Man but I already bought it? Wow, I’ll have to check out this video after I eat these spare ribs with white gloves, the salesman says they’re the new, clean spare ribs that won’t get my gloves messy. At least I have the ribs.
Not en employee here but own a model y in Australia and previously a model 3 I would argue that the service I have received here is much better than that or at least equal to an ordinary car dealer.
Seems they all try to rely on knowledgebase articles to deal with majority of help requests and then it’s painful trying to get live help. My phone company website flow is help page > need something else? contact us > which topic do you need help with > help page >.. infinite loop
During the day they have a live chat function which sometimes works, but out of hours you’re stuck with either the knowledgebase or browsing the forum to see if other users have the answer.
Some of the lowest consumer reports reviews on the market today.
Basically the same as ATT customer service policy. I would not be surprised if Tesla was modeled verbatim from theirs.
Everyone is hiding or getting ride of their customer support it’s frustrating.
Probably related- I tried to log into my Starlink account for the first time in several months. Forgot password, asked to reset, put in my cell # and wait for the code, right? At this point itâs been over 12 hrs and still havenât gotten any response.
Is he using an app from yesteryear or something? That bears no resemblance at all to the current Tesla app (unless mine is different being in the UK?).
He still has “loot boxes” in his list which has been gone for about three years or something.
While I agree for general questions like this that their service is left wanting, the actual mechanical service system for booking appointments, etc. is about as easy to use as it gets.
I looked into getting a solar roof from them, and after almost a year of getting the run-around I finally gave up. Every time I asked a question theyâd bounce me to a different customer service rep, none of whom could ever actually answer the question.
The biggest frustration was when they told me they couldnât install the roof on my house. When I asked why, I couldnât get a straight answer. I talked to multiple reps and every. Single. One. Of. Them. Told me something different. They couldnât couldnât get their story straight.
One of them told me that my city wouldnât allow me to do it because the size of the working solar array would be too small. I thought that was weird so I contacted my city planner and they said that was nonsense, theyâre completely pro green energy, and would never refuse a permit for that reason. I couldnât believe they were making shit up about the city ordinances.
This started at the beginning of 2020, and by the time I got the roof re-done (in mid-2021, with conventional materials) the supply chain issues were so bad that it cost almost double what it would have if I had just done it in 2020.
Weird, just did this on my app and it was snappy and worked appropriately. Any other owners getting what this guy claims?
Dont get me wrong, customer service is not a strong suit for Tesla but I take all thos anti-tesla BS with a grain of salt bc i find they are usually fake as hell
Hey guys check out this Tesla I bought even though I fucking hate everything about it and the company. What a MEME.
With how cheap these vehicles are I’m surprised it’s not made in an Emerald Mine.
what service is that guy using? I loaded the help part on my app and it loaded in a half a second. They have also done most service in my driveway while I am home. Their service centers DO need an upgrade though. I hate ubering everywhere when my car is actually at the service center.
I genuinely want to get a new hybrid car to reap the benefits of new tech. But potentially running into stuff like this is holding me back (aside from being broke)
This issue exists with multiple websites now. I got locked out of my Instagram account because I logged in while on vacation, and now when they send password reset to my email I never receive it. What can I do? I try to contact someone but there doesn’t seem to be any customer service whatsoever.
ITT: people spouting Hanlonâs Razor. It is malice, not incompetence, when support for your trillion dollar company does not work.
>what a piece of shit company
>I knew that when I **bought the car**
The UI isn’t hysterical but this dude’s financial decisions sure are.
Just tried to replicate this videoâŚ
Opened my Tesla app, went to my profile where his video starts. Clicked on the âHelpâ button, and it brought up the Help menu page in less than 1 second.
Scrolled down and clicked on âAutopilot,â and it opened the support page in less than 1 second.
Scrolled to the bottom of that support page and clicked on âContact Us.â In less than 1 second I was brought to a login page. After entering my login details I was immediately brought to an âAsk a questionâ page.
100% different experience than he is displaying here, and Iâve done nothing unique.
I love how 5 years ago Teslas were praised as the pinnacle of tech, safest car in the world, best you could get!
Then Elon steps out of line and now they are piece of shit meme cars that no one ever *actually* liked, they were just saying that.