Consumer Reports Puts Tesla Service Above All other Automakers in Latest Survey

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.

Tesla comes first in after-sales service as well as consumer satisfaction at Consumer Reports.

Tesla comes first in after-sales service as well as consumer satisfaction at Consumer Reports.

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.

Tesla was praised for its quality, speed, cost and overall attention to detail when it came to servicing.

Tesla was praised for its quality, speed, cost and overall attention to detail when it came to servicing.

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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  • Marleychil

    “The Revolution will not be televised”, but it will be electrified. There is a revolution coming to the auto industry and the cheese will move. This is the main reason why dealer don’t want Tesla to sell direct. Control, of the bottom line. Dealer control of the bottom line means making as much $ as they can legal make. Tesla bottom line is customer satisfaction with the EV they make and the customer’s purchase. With manufacture owned stores and repair centers the difference becomes way too apparent. Exactly what should be the bottom line? What you pay for? or What they can squeeze out of you? The EV Revolution has begun.

  • Esl1999 .

    Having just seen a Model S on a flatbed that’s no more than 2 years old, they better be kissing the customers butt to keep people happy. Long time Toyota buyers may not be so forgiving coming from a highly reliable Lexus to a less than stellar Tesla experience with bad contactors, drivetrain woes, glitchy hardware…etc.

    • heltonja

      At least Tesla’s have never had the throttle stick open, or the air bags recalled etc.

      • Esl1999 .

        Not yet. Adaptive Cruise Control! We will see how many people start claiming that their car was “out of control” in the future. Don’t get me wrong, I like Tesla, but I want them to get the durability and reliability to at least match the world”s best. KmanAuto came close to giving up with Tesla. He had a scary experience with his.

  • heltonja

    I suspect Tesla would fare well in any case, but it should be noted that all Tesla cars are still under warranty. Once people have to start paying for expensive repairs, that would level the playing field somewhat.

  • D. Harrower

    Had my Model S for 8 months and I’ve had one service call. By far the best experience of any car I’ve owned, which so far have included Mercedes-Benz, Audi, and Hyundai.

  • Jeff Songster

    Oh yeah… we really need car dealers… that NADA video has me convinced… Come on folks… dump the dealers… Tesla model is the wave of the future. Direct from manufacturer purchasing and service. Less parasites known as middlemen…