In the electric vehicle sector, Tesla has long been a frontrunner, but its after-sales service is often regarded by owners as one of its weak spots. Due to the limited number of service centers, wait times in some regions can exceed a month, and getting direct contact with the service team is not always easy.
Communication improvements in the mobile app
Currently, after repairs are completed, Tesla owners can continue to communicate with service staff through the mobile app, but this window only lasts for two hours. If the issue reoccurs after that, owners often have to go through the cumbersome communication process all over again.
According to Raj Jegannathan, Tesla’s VP of AI/IT Infrastructure and After-Sales, this time limit will soon be extended — potentially to 24 hours or longer, giving owners much more flexibility to provide feedback after their vehicle has been serviced.
Looking into it. After a service visit is complete, we close the in-app messaging option after 2 hours. We will change this to 24hours or more.
— Raj Jegannathan (@r_jegaa) August 18, 2025
Other recent improvement measures
To make up for shortcomings in the service experience, Tesla has rolled out several initiatives in recent years:
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Collision repair rental program: A $45-per-day rental plan that includes free FSD (Full Self-Driving), free tolls, and free Supercharging.
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Regional manager contact disclosure: In some showrooms, if owners disagree with warranty decisions, pricing changes, or initial diagnostics, they can directly reach out to regional or local managers.
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Mobile repair fleet: Enables on-site service so owners don’t need to drive to a service center. However, the size of this fleet has decreased by about 11% year over year.
Goal: Fixing communication gaps
Whether it’s extending the app communication window or opening direct channels to regional managers, the core aim of these efforts is to reduce communication barriers between owners and after-sales teams. After all, for many owners, a timely and efficient service experience is just as important as vehicle performance.