Elon Musk is stepping up to help customers in a big way, especially when they are having issues with Tesla’s Service.
Perhaps one of the biggest advantages Tesla owners have is access to Musk through X, his social media platform. Over the years, we’ve seen Tesla add features, refine its cars’ performance, and more, all through asking Musk directly through a post.
Now, Musk is stepping up in another way by resolving a few Service complaints that customers had.
The first occurred last week when a recall on a Tesla battery was not honored by Service. The company sought $30,000 for a replacement and labor, which was not right. Musk responded that he would personally investigate the matter. The vehicle was fixed at no cost as it was a recall, and was ready for pickup the next day.
A Tesla story in four parts.
Pretty nuts that the user in that second post is the CEO of a trillion-dollar company. pic.twitter.com/5VhXLka5s8
— TESLARATI (@Teslarati) August 8, 2025
It also revealed a new strategy Tesla is using to combat service communication issues:
Tesla creates clever solution to simplify and improve its Service
The next occurred with a Cybertruck owner who was in Japan. Their car was parked at an airport in the U.S. and had lost a vast majority of its state of charge, leaving them just fifty miles of range at the time.
Musk reached out to the owner and said Service will take care of the car and will investigate the cause of the battery drain:
This is strange. Tesla service will take care of your car and we will find out why this happened and fix it.
— Elon Musk (@elonmusk) August 8, 2025
There are not too many companies out there where the CEO will get involved with individual issues like these. It’s pretty exclusive to Tesla, as Musk has commonly stepped up to resolve complaints with vehicles or to confront features that some owners might find useful.
Service has been a weak point of the company for some time, but it has worked to refine and resolve customer complaints by building more Service Centers across the world that can handle these issues.
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