Agreed, bummer indeed. That was a great feature. Let's hope there was some snafu, a webmaster error or such, and that the feature returns. In the meantime if I need something escalated I will simply start the subject line with the "Escalate for executive review" phrase and emphasize in the body of the message why the time has come to escalate. Not the same, but may inspire someone to forward the message to an executive.
That’s because everyone felt that their specific problem needed escalation and special handling... vpeven if it didn’t. When everyone hits escalate it kind of watered down the original intent don’t you think?
One more thing gone because of abuse. I've seen too many posts of people making a dumb feature request and escalating for review because they are confident that Elon will personally sign off on the spot and implement the change immediately.
@disapr, You are completely missing my point. What I'm saying is that many of those "unwarranted" and abusive escalations that you are speaking of will now end up as tweets to Elon because owners will feel they've got no where else to go when they aren't getting their answers.
I stated that is where I would go if "need be". In other words if I had a major issue (and we all have a different idea of what a major issue is), and I couldn't get it resolved through the appropriate channels, yes I would to to the CEO.
Haven't you ever had an insurance issue or a financial issue or something that you just simply get put in an endless cycle of no answers, so you go to the supervisor, don't get the answer from the supervisor, so you go to the supervisor's supervisor and on and on. If you have an Internet or cable TV provider you should know this scenario well. Well climbing the ladder eventually gets to the CEO and/or the board of directors. Ever have a complaint at a store that the floor person doesn't respond to appropriately and you ask for a manager? Have you ever been before your local or county board of commissioners to get a problem resolved that their departments won't handle?
Sometimes that's the only way to get things resolved, and if the CEO and/or the board don't resolve it you go to state or federal regulators. Unfortunately that's the world we live in. And yes. Through my 40+ years of adult life I've done it on occasion. All the industries bank on the fact that 98% of consumers will give up. I'm not one of those people.
If you were a CEO wouldn't you rather have a chance to resolve a legitimate issue before the customer goes to regulators?
@gmr6415 Obviously there are some situations where an executive may need to be involved. However, it's unreasonable that so many people choose to start here. Elon and Tesla are very accessible when compared to other similarly sized companies and if they chose to remove the executive escalation, it is likely because it was being abused. If that same horde of VIP's run to twitter (more than they already do) or other direct avenues, you can imagine how that will play out.
It would be nice to not force Tesla to become every other company.
And if I were a CEO, I would want my process to work instead of spending all of my time reviewing potentially frivolous issues that could have easily been filtered by my team. If issues are willfully being ignored until the CEO is involved via direct channels then there is clearly a larger issue.
Ok I don't know that for sure here, but the things that Tesla tries to do...they realize they can't because the masses abuse it - thinking they are more important than someone else.
Don't know what happened here but you see this type of stuff all the time - the person who is extremely mad because they only got half as many fries as the other guy they ate with - and they go make a huge scene...over 50 cents worth for fries, instead of being polite and just taking care of it on a much quieter scale and still getting results. Instead they make a fool of themselves demanding managers and even compensation on top of what they paid for.....
The support form on the Model S and X vehicle details pages uses a different format and still had the escalate option. If you happen to own of those too, you can try using that form instead.
Did you guys ever notice a difference when checking the escalate button? I got no response to several inquiries, so I combined them all into one and "escalated it" and got the same exact response -- crickets.
Good. The executive team has more important things to do than read through every entitled small complaint. Part of the purpose of it being difficult to climb the ladder is to help filter out the bullshit.
I had to use the Escalate function only once, after my initial request went unanswered for two months. I received a very apologetic response within a couple of days confirming that the issue would get resolved and it did. Granted, it was for a minor complaint about a missing merchandise item from my voluminous order, not a car issue.
Since ownership, I’ve emailed Tesla a total of 4 times. never escalated any. Received 3 replies within two to three weeks. 1 reply within a week. Rare I guess?
I agree executives are probably overwhelmed with petty things. Maybe we should take a page from NFL's challenge flag and give each owner one life time call to executives. The owner will be charged $500 for the executive's time if the case proves to have no merit.
I did not know there was an "escalate" button to go away....but I'm lucky I guess, never had a moments trouble out of my Tesla.....maybe it ain't really luck....?
Comments
I stated that is where I would go if "need be". In other words if I had a major issue (and we all have a different idea of what a major issue is), and I couldn't get it resolved through the appropriate channels, yes I would to to the CEO.
Haven't you ever had an insurance issue or a financial issue or something that you just simply get put in an endless cycle of no answers, so you go to the supervisor, don't get the answer from the supervisor, so you go to the supervisor's supervisor and on and on. If you have an Internet or cable TV provider you should know this scenario well. Well climbing the ladder eventually gets to the CEO and/or the board of directors. Ever have a complaint at a store that the floor person doesn't respond to appropriately and you ask for a manager? Have you ever been before your local or county board of commissioners to get a problem resolved that their departments won't handle?
Sometimes that's the only way to get things resolved, and if the CEO and/or the board don't resolve it you go to state or federal regulators. Unfortunately that's the world we live in. And yes. Through my 40+ years of adult life I've done it on occasion. All the industries bank on the fact that 98% of consumers will give up. I'm not one of those people.
If you were a CEO wouldn't you rather have a chance to resolve a legitimate issue before the customer goes to regulators?
It would be nice to not force Tesla to become every other company.
And if I were a CEO, I would want my process to work instead of spending all of my time reviewing potentially frivolous issues that could have easily been filtered by my team. If issues are willfully being ignored until the CEO is involved via direct channels then there is clearly a larger issue.
Ok I don't know that for sure here, but the things that Tesla tries to do...they realize they can't because the masses abuse it - thinking they are more important than someone else.
Don't know what happened here but you see this type of stuff all the time - the person who is extremely mad because they only got half as many fries as the other guy they ate with - and they go make a huge scene...over 50 cents worth for fries, instead of being polite and just taking care of it on a much quieter scale and still getting results. Instead they make a fool of themselves demanding managers and even compensation on top of what they paid for.....
In all fairness, sometimes they do respond, but its pretty random.
Kinda like those people who check the “high priority” flag on every. single. email.
If Elon gave out his private number for emergency life threatening Tesla issues he’d get 1000s of emails from entitled owners...