We reported on important service issues in Norway last month that gave a scary glimpse at the potential future of Tesla’s service in other markets as the fleet grows.
The automaker has since announced a series of new initiatives to improve its service as its fleet grows rapidly, but the situation in Norway is more pressing and now Elon Musk has pledged to do everything possible to fix the issues.
Norway is Tesla’s biggest market per capita. There are over 26,000 Tesla vehicles registered in Norway and they are serviced by 11 service centers.
Over the last year, the growing fleet put a strain on Tesla’s service capacity and we reported on some terrible experiences that resulted in several month-long wait times to get service.
Tesla claims they are addressing the issue, that they have already grown the service team in Norway by 30% this year and the increase in service throughput has been aligned with the growing staff and additional shifts.
Now the automaker has been sending emails to owners with cars in service saying that Musk has instructed the Norway team to do “everything they can” to improve service.
It generally means that they can spend more money to improve the situation. They announced a series of Norway-specific initiatives to address service.
Here’s the email they sent (via TEK translated from Norwegian):
The high demand for electric family cars has led to significant growth for Tesla in Norway, and we are working hard to increase our service capacity as quickly as possible. We are aware that the current service situation does not always reflect the experience we want our customers to have. Tesla CEO Elon Musk has agreed to do everything we can to provide an outstanding service experience and he appreciates the support of our Norwegian customers.
We have already taken steps to improve the situation. This year the service team has grown 30%, and this has resulted in a significant increase in capacity. We have also taken a number of other steps to quickly resolve the situation, including:
- Because the service team is getting bigger, we have been able to extend the opening hours of selected service centers by introducing a new shift. After the summer we will also start a new shift in Bærum and Kokstad.
- In Bergen, we now use our premises at Minde as support for the Kokstad service center to perform certain service jobs.
- We have a constructive dialogue with Vegvesenet to provide the full range of Mobile Service services as soon as possible. In the United States, the increase in the number of Mobile Service vehicles has had a strong impact on our service capacity and customer satisfaction.
- We have used our new workshop in the Oslo area, and in the coming months we will continue to expand the capacity to become the largest service center in Norway.
We will be servicing your car and request that you continue to contact our existing service centers and the support team if you need assistance. Our team is here to find out how we can help you as efficiently as possible. Through measures such as these, our service capacity will continue to increase, so we can provide you with a service level in line with our ambitions.
With best regards, Tesla Service »
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