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What ever happened to the “Escalate To Management” button?

What ever happened to the “Escalate To Management” button?

I used the “Escalate To Management” button once about 1 ½ years ago and it worked okay, not great, but the issue was escalated.

I’ve been trying to get an answer to a simple question for over a month now and getting no reply at all, zero, zilch, nothing. I guess team Tesla must be stretched thin?

I decided to use the “Escalate To Management” button and noticed it was no longer on my car’s Tesla page. There is a support-question-form but with no dropdown option to escalate. Does anyone know what happened to it? Did they discontinue the escalate option?

EVRider | March 8, 2019

Yes, the option to escalate was removed.

sr.smr | March 8, 2019

You still have the option to ask a question on your account page, but I found out it gets referred to you local service center. I agree with your suspicion that the staff is being spread thin.

DanFoster1 | March 12, 2019

‘Escalate To Management’ was likely very much abused; a great many people believe tiny problems constitute an emergency.

barrykmd | March 12, 2019

I wouldn't call it abuse. Tesla is well-known for its poor communication and customer service. For many, contacting management was the only was the get a response from them.

There's probably no management left at Tesla, the way the big boss treats people.

OK, Teslatap, time for your rebuttal :-)

TeslaTap.com | March 12, 2019

Barry, my theory is when the high volume of M3s totally swamped the phone lines, people switched to overloading the Escalate. It appears Tesla has greatly increased the phone support capacity, so that long waits are far rarer now. Still it was a nice feature to have. I think there could have been better ways to regulate Escalate if abused, such as giving owners 1 escalate per year, or having an owner show they had already tried to contact support, perhaps with a support number. Not quite sure how it would work, but does make it all more complex. Then again, in trying to be profitable, the staff that dealt with Escalate may have been let go. I never needed/used it myself, but clearly there has been the need for some owners on occasion.

PBEndo | March 12, 2019

@barryk and TT
We should be able to parse the needs of owners with problems Certain knowledgeable owners (TT, Bighorn, NKYTA, etc.) can hand out forum question credits/codes to OP's that have what sounds like a legitimate concern that needs escalation. The more codes from the forum, the higher your problem gets escalated.

PBEndo | March 12, 2019

@barryk and TT
We should be able to parse the needs of owners with problems Certain knowledgeable owners (TT, Bighorn, NKYTA, etc.) can hand out forum question credits/codes to OP's that have what sounds like a legitimate concern that needs escalation. The more codes from the forum, the higher your problem gets escalated.

PBEndo | March 12, 2019

@barryk and TT
We should be able to parse the needs of owners with problems Certain knowledgeable owners (TT, Bighorn, NKYTA, etc.) can hand out forum question credits/codes to OP's that have what sounds like a legitimate concern that needs escalation. The more codes from the forum, the higher your problem gets escalated.