Remember how a few months ago I was not recommending buying a Tesla because of the bad customer support? Well… I still don’t. Despite some positive signs (which I will detail below), the overall customer experience remains sub-optimal. And on top of that, I just stumbled upon two additional frustrating issues.

The good

There were some improvements since my post in December 2018. First, the mirror problem was finally addressed. A Tesla Ranger came to my house and replaced the faulty piece in less than half an hour. Definitely a positive experience, but the fact that I had to wait more than two months to have it fixed is still a big issue.
The second positive issue: the Tesla Service managed to reply one of my emails in 14 hours during a weekend period.

The bad

Let’s say you drive with your Model S to location X. Then, a few hours later, you come back to the place you parked your car, and can’t find it anymore. You open the Tesla iOS app, it updates, and it still shows that your Model S is in the location X (which is not). Your Model S was towed away to location Y, but you will never see the location Y from the app.
Here is what Tesla says about this:

I can confirm that this is indeed normal behavior.
The GPS location of the vehicle only updates when the car is actually being driven.
You will experience the same if the car is being transported on a ferry.
When the vehicle starts driving again, the GPS location will refresh. In some cases it will takes a couple of drives for it to refresh afterwards, but in most cases it will pick up at the first drive.

Tesla EMEA Customer Support responding to the scenario described above

I am absolutely stunned by this behavior. Not only it violates the principle of least surprise, but it also means that you can never trust the location shown in your app (unless you have your car in sight). Not being able to see the real-time location of your car despite having the technical means to do it is simply astonishing. I am authenticated as the owner of this car, I am asking you to show me the location, you have the means to do it – so just show me where it is!
I asked Tesla if they plan to update this behavior and I will update this post if I receive an answer.

The ugly

I just found out that the Tesla dashcam only stores one hour of video recordings on the USB drive. At the moment you cannot change this setting, it is not documented anywhere (I found the information on reddit) and it doesn’t make any difference if your USB drive would be able to store more than that. It’s such an arbitrary and artificial limit and the fact that it’s not documented anywhere makes it even more frustrating (principle of least surprise again).
There are workarounds: the expensive way (have several USB drives and rotate them periodically), or the nerd way (use a Raspberry Pi to sync the contents of the USB drive with your file server when you get home). None of them are ideal, the right thing to do is to allow me (the owner of the car) to decide about the matter (1, 2, 100 or 0 hours of video storage).
Again, I asked Tesla if they plan any change related to this behavior.

Update 18 February: Tesla confirmed the 1-hour recording limit and logged my request to make this limit user-configurable. “As for expanding this time, we are hoping so we get a lot of requests for it.“

Update 20 February: On 16 February I asked Tesla if they plan to change the current set up, where the real-time location of the car is not shown unless you drive car. On 20 February they replied: “I have submitted this as a feature request for the development team to review. “

Did anyone notice how every drop in the stock market is reported as breaking news but the subsequent recovery is completely ignored?

Later edit, 1 October 2019:

The drop from 158 to 142USD was breaking news. But 9 months later the price is 226USD, thank you very much.

Here is a short story about Tanita Weightcheckers and how NOT to provide a service:
– in the first days of January 2013 I bought a Tanita BC543 scale. It also came with a companion iOS app where you could save your data
– I used the scale + app on a regular basis (2-3 times/week) to track my measurements and improve my shape
– I also used the web interface (weightcheckers.com) to have a better view of the graphs

– Now comes the ‘fun’ part: starting February 6th 2014, the iOS app is no longer working, the website redirects to an online store for scales, and, worst of all, all the measurement data is gone

– I contacted the customer service via Twitter, the contact form and phone. They confirmed me by phone that all the data is deleted, and the iOS app is gone.
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