- Good morning.
How are you? I hope you're good.
Today we're gonna talk about some issues
I've had with my Model 3,
and they're pretty important to share.
But before I get into the details there,
I need to lay some groundwork,
and explain the context behind this.
(mandolin music)
You see Tesla gets (bleep)
about every little detail that is just even slightly off.
I mean, 1/16th of an inch in between a panel.
Material in a part of the car you don't even use,
or people just don't like what they chose,
and how they did something.
And you hear about it nonstop in the media.
Whereas other companies you don't really get
that kind of scrutiny.
Do you remember the Takata airbag recall?
The one where there was basically
a grenade in your steering wheel.
So I remember this specifically
because we had this issue.
And it took us nine months to get it resolved.
We couldn't actually use our car with our son,
because we were afraid, basically,
shrapnel would shoot into his face
when we got into an accident, if we ever did.
That's terrifying, right?
But yet we don't think of the manufacturer's
being the one to blame.
And so, just take a pause for a minute and think about that.
(mandolin music)
Before you scrutinize Tesla over the minut little detail.
So, back to the story though.
So the first issue we had,
started actually when we picked up the car.
I noticed water coming out of it,
because the AC had been running,
which didn't really alarm me or surprise me there.
But I believe this is actually
when the very first issue surfaced.
So, this issue actually was caused
by something called phantom touches.
And, I've seen some other people talk about this online.
Apparently this happened
back with the original Model S, as well.
And the deal is, is that how the screen is mounted,
there's tension on it.
And apparently, it felt like someone kept touching
and tapping in the bottom right
near where the volume button was.
This actually led to some funny,
some funny circumstances.
Where we were sitting inside,
and all of sudden the music
started blaring out of no where,
and we didn't know what was going on.
(loud music in the car)
And in other cases,
it was more concerning because it,
essentially the car had been running the entire time
and the AC had been going,
and that wasn't good.
(mandolin music)
So what they ended up doing was replacing the whole screen
and they had to order a part,
because each one is tied to a specific car.
It's not like they're just interchangeable between cars.
But I later learned that they could have done it
with a software update.
They just didn't have
the right kind of troubleshooting setup yet.
And so they didn't have the fix.
And it was just faster and easier to replace the screen.
So the second issue was,
this little door that covers where the phones go
and it was making a weird clicking noise.
And they tried to fix it on the spot.
Maybe there was like a little piece of plastic
in there or something.
And it turns out that they just ordered a whole new console,
because they just didn't want to risk it.
And it was so new that they didn't wanna have me,
have the car in the shop for a long time
trying to troubleshoot it.
So they just replaced it,
and it actually was probably
the easiest part of the whole thing.
Then came number three.
The third issue I had, which is a bit more scary.
(mandolin music)
And so this one got me
really kind of turned around.
Because, they weren't totally clear
with what the problem was
and how scary it might be.
But they seemed extremely concerned.
So after I got the first call,
they really wanted me to come in right away,
but didn't have too many details or anything else.
And I kept going,
so I just kinda ignored it said look,
you know, I can't come in right now.
What I ended up doing later in the day,
after getting my car lowered up in LA,
at Unplugged Performance.
I, they called me again,
actually missed a few calls from them.
And as it turned out,
they didn't want me to drive at all,
and they wanted to get me in a loaner.
But the challenge was,
is that I had a meetup the following day,
scheduled with, I don't know,
20 or 30 of you guys, to show you my car.
To show you the Model 3.
I was so excited to share it with you.
And so I basically told them no.
I said, "Unless you can get me a Model 3,
as a loaner, I'm not gonna do it.
Because you won't tell me how scary it is."
It was just kind of a weird situation.
They seemed very concerned though,
even though they didn't say
there were any incidents or anything like that.
So, what it came to be was,
they found me one.
They actually came to the spot in LA,
they towed Tes.
Took her in to get the steering gear replaced.
And what they did is they gave me a Model S
to drive down to San Diego,
and I got the very first ever Model 3 loaner.
So this was the second time I had to take the car in.
The first time, I had that Model X P100D,
which I wish they would have actually just
taken it and kept it for longer
because it was so fun to drive.
This time I had a Model 3 loaner and you guys,
many of you that went to that meetup, saw that.
That's what was going on when I had my car in the shop.
What do you guys think of the Model 3?
(crowd yells)
So all in all, Tesla really bent over backwards
to make this experience work for me.
Not only did they take care of me
with getting me a Model 3 loaner.
They were proactive in reaching out,
in fact, notifying me via software
that there was an issue that they had,
that they had needed to repair.
So since then, Tesla has actually given me more information.
Because I wanted to make sure that when I told this story,
I had all the contacts, and not just one data point.
And Tesla told me that,
"the Model 3 "quality and condition" scores,
after delivery, are at an all time high of 94%.
These are the best customer scores we've received
for quality and condition ever,
across all of our vehicles.
Customers provide feedback
a minimum of five days after they take delivery,
giving them time to thoroughly scrutinize their car
and get the opinion of friends and family."
So the moral of the story is,
that Tesla is going the extra mile here
to make sure that all Model 3 owners,
specifically, are being well taken care of.
And while they're still in the process
of ironing out all the kinks and everything here.
I think it's important for a lot of us to just know
that they are taking this to heart.
And that any problems you have with your Model 3,
go direct to the engineering team.
And engineering, back at the headquarters,
has to actually assess it
and figure out what the problem is,
and what the resolution may be.
So, they are going way far and above
any of the other manufacturer's.
Think about the Takata airbag again.
There are people still today
that haven't had their airbags fixed.
People are dying from this, and it's insane.
We don't really hold any other auto manufacturer
to the same level that we do Tesla.
And again, I think that's a good thing,
because that will push them to succeed,
and become even better.
So I'm curious what you guys think.
Is this something that we should be really concerned with?
Is it a great story
and you're thrilled about how they handled things?
Or do you have a Model 3, and you had issues?
I'd love to hear about how your experience
has been down in the comments below.
Leave me a message and let me know.
And don't forget,
when you free the data, your mind will follow.
Thanks for watching
and I'll see you guys back here next time.
(mandolin music)