Another first from Elon Musk: Tesla Service Centers won't try to rip you off

The entrance to the Tesla Motors Service Center on Route 17 in Paramus, N.J. 


By VICTOR E. SASSON
EDITOR

Tesla Motors is well-known for putting customers first -- from direct sales to free use for life of a nationwide network of fast electric chargers.

Dealers for traditional automakers -- whether Ford, GM, Chrysler, Toyota or Mercedes-Benz -- have made buying and servicing a car two of life's most unpleasant experiences.

Think of that last brake job the service writer insisted you absolutely had to have to keep your family safe from disaster (and to line his or her pocket with more commission).

Now, Tesla CEO Elon Musk is the first to take the focus off of service as a profit center:

Tesla "intentionally operates its service centers at break-even," Musk says.

"We don't believe in profiting off our product, if it is not working," he said in a message to Model S owners in rolling out Tesla's referral program.

This is what he had to say about service:


"Tesla received the highest customer feedback rating for service of any car brand in production: http://www.consumerreports.org/cro/magazine/2015/03/best-places-to-get-your-car-repaired/index.htm 
"A big reason for this is that Tesla intentionally operates its service centers at break-even. We don't believe in profiting off our product if it is not working. 
"Our service centers are located throughout North America and Canada, with Mexico coming soon: http://www.teslamotors.com/findus/service 
"If there isn't one near you, no problem: our Tesla ranger service will take care of you wherever you are."

What a relief

I took delivery of a Model S 60 in mid-April, and it's scheduled for service in 12,500 miles or one year.

What Tesla calls the "annual inspection" costs $600, but I bought four years of prepaid service for $1,900.

My only purchase so far has been wheel locks, which cost $60 and were installed free as a goodwill gesture.

Compare that to a $25 labor charge at the Toyota dealer in Hackensack, N.J., to install a $25 cabin air filter in a 2010 Prius -- a job the owner can perform in less than 5 minutes with the help of a YouTube video.

Model S and Roadster owners also get 20% off Tesla-branded merchandise, including hats and jackets. 


Update
    We have a 2007 Toyota Prius with HID headlight bulbs that have been a problem for years, flickering on and off or staying off.

    The passenger-side bulb was replaced free a total of three times under the warranty or to reward my "loyalty" as a Toyota customer -- we bought four Priuses from 2004-10.

    As I was leaving Hackensack Toyota with a new right-side bulb several weeks ago, the service writer told me the driver-side bulb had started to flicker.

    I called Toyota national customer service again, but this time they refused to cover the $249 cost of replacing the bulb.

    Then, I found a Phillips HID bulb on Amazon.com for about $40. And a retired Toyota mechanic I know installed the bulb for $20.

Comments

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