Servicing a vehicle can easily mar the ownership experience, but Tesla Motors is taking steps to ensure its customers are satisfied. Tesla recently revealed improvements to the manner in which the automaker provides service.
Musk said his goal is to transform Tesla’s service experience from “OK” to “great.” To start that process, a fleet of loaded Model S cars(and in some markets, Roadsters) will be offered as loaner cars while owners have their vehicles serviced. The company can have the loaner car delivered to owners for no extra fee. Additionally, Tesla hopes to keep the service fleet fresh and new by allowing customers to purchase the loaner if they like it better than their current car. Tesla says the loaner cars will depreciate at a rate of 1 percent per month and $1 per mile. The cars traded in will simply be put up for sale as a used vehicle.
Tesla also hopes to wipe out any doubt potential electric-car owners have surrounding its batteries. The automaker will replace a defective battery regardless of cause, even if the owner is found to be at fault. That means if the battery fails due to improper charging habits, Tesla will still replace it. Obvious attempts at abuse won’t be covered (one of Tesla’s examples: “lighting the pack on fire with a blowtorch is not covered”). The battery warranty (eight years or 125,000 miles, whichever comes first) won’t change and Tesla will used a refurbished battery pack with equal or better battery capacity than the original.
That said, Tesla is now making the $600 annual checkup completely optional. The automaker points to the fact that its cars require very little service. Brake pads in a Tesla, for example, don’t wear as quickly as those in gas-powered car thanks to the regenerative braking system that recaptures energy while simultaneously slowing down the car. In all, Musk hopes the updates to his automaker’s service and warranty methods will provide customers added peace of mind, even those who have never opened the manual.
“Any product that needs a manual to work is broken,” Musk said in the webcast.
Earlier this month Tesla announced a new financing option that makes owning a Model S more affordable.