One of America’s most trusted and loved sources for honest reviews and well-researched advice, getting praise from Consumer Reports is a worthy accolade for any company.
Getting it more than once is testament to a company’s devotion to its product, its customers and its service. And that’s exactly what Tesla Motors has done in the past few years, managing to obtain Consumer Reports’ highest rating for any car to date from its team of dedicated motoring test team as well as high praise in several reader-led surveys for its overall ownership experience, leading it to be crowned the “Most Loved Car in the U.S.”
Now Tesla has done it again, earning itself the highest rating of any automaker, repair shop or dealership for servicing and repairs.
Outscoring all other dealers, both chain-owned and mom-and-pop-style franchised dealerships, Tesla was awarded top marks by current owners for its on-time repairs, courtesy, price, quality and overall customer satisfaction.
It even managed to out-rank independent repair and service shops whose sole purpose is to service and repair — rather than sell — cars.
Tesla Motors CEO Elon Musk has long berated the automotive industry and dealers in particular for their mercenary attitude towards after-sales service and care. On many occasions, Musk has called Tesla’s business model incompatible with traditional auto dealer business models, because auto dealers aim to make a profit on service charges.
“I think it’s terrible to make a profit on Service,” Musk has reiterated time and time again.
The Consumer Reports survey was conducted by the organisations National Research Centre and collated more than 121,000 individual repair and service cases experienced across its subscriber base. Of those, 80,000 were at franchised dealerships, while a further 41,000 were art independent repair and service shops.
Interestingly, independent repair places fared better on the whole than franchised dealerships, with respondents preferring to go to dedicated, independent garages for repairs rather than dealerships who often gouged on prices.
For Tesla of course, which owns and operates its Tesla Stores and Tesla Service Centres, that wasn’t a problem.
This latest Consumer Reports survey will make for some interesting reading for those in the automotive world who believe that only franchised auto dealers should be allowed to sell, repair and service cars, claiming Tesla’s current direct-to-customer sales model and company-owned service centres put customers at risk.
Especially because that’s the exact opposite of what seems to be happening.
Have you had a positive or negative service experience you’d like to share? Do you rate Tesla as highly as Consumer Reports, or do you have a favourite independent repair shop you’d like to praise?
Leave your stories and recommendations in the Comments below.
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