Tesla Reliability Doesn’t Match Its High Performance. Is Tesla’s newfangled electric- vehicle technology causing the reliability problems?
The Nissan Leaf EV has been above average in reliability for several years; it’s average this year. But the Tesla is a much higher- performance and higher- tech vehicle, with more than double the driving range of the Leaf. The Tesla wasn’t the only high- performance vehicle that fell below average in reliability. Others include the BMW X5 and 5 Series, and the Chevrolet Corvette.
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When automakers roll out new technology, be it infotainment, transmissions, or engine variations, it often has a deleterious effect on vehicle reliability. Tesla is not only the poster child for a new type of high- performance, high- mileage EV, but it also has been adding complex new variations as assembly- line updates, such as all- wheel drive this year. So it’s not surprising to see problems continue to crop up. Despite the problems, our data show that Tesla owner satisfaction is still very high: Ninety- seven percent of owners said they would definitely buy their car again. It appears that Tesla has been responsive to replacing faulty motors, differentials, brakes, and infotainment systems, all with a minimum of fuss to owners.
And Tesla’s attention to customer service has been effective. Almost every survey respondent made note of Tesla’s rapid response and repair time, despite the lack of a traditional dealer service network. For its early adopters, Tesla has made a practice of overdelivering on service problems under the factory warranty, as noted by these owners: “A minor amount of play developed in the differential gears. Tesla replaced the entire drive system. Remarkable service!”And: “Had a creaking ball joint in the driver. Tesla replaced it the following day after they were notified.”When asked for a comment, a Tesla spokesperson said in an email, “Close communication with our customers enables Tesla to receive input, proactively address issues, and quickly fix problems.
Model S over- the- air software updates allow Tesla to diagnose and fix most bugs without the need to come in for service. In instances when hardware needs to be fixed, we keep the customer’s convenience and satisfaction top of mind.”The real problem may be down the road, when Tesla migrates its technology from the $1. P8. 5D down to the $3. Model 3, which it says will be launched in about two years.
And there is also the concern about the cost to consumers once their Model S warranties expire. It’s one thing to have a quirky, problematic car that sells 2. It’s quite another when Tesla scales up to its 2. U. S. Model 3 buyers, who may not have the luxury of being so forgiving.
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