Tesla Motors Inc (TSLA): Customer Response To Model S Accident Was Apple-Esque

Posted Oct 16, 2013

When it comes to building a brand, it seems like Tesla Motors Inc (NASDAQ:TSLA) is very influenced by Apple.  Tesla focuses on taking care of their customers.  If your Apple iPhone, iPad, or iPod has problems, you can walk into the Genius Bar and get a replacement or get help in fixing it.  In parallel, Tesla has a major focus on taking care of their customers when something goes wrong.

Earlier this month, a Tesla Model S customer got into an accident.  On the Tesla Motors forum, the customer involved in the accident said “This recent story of the car being unsafe due to a battery fire is ridiculous. My car did not so much as smoke, and not a drop of liquid was released. This is the safest car on the road hands down, and for me, I can say honestly say it saved my life.”

Below is a photo of what the accident looked like:

[Image credit: jdovi]

Tesla called Model S customer (“jdovi”) after they received multiple alarms from the car and they wanted to make sure that he was OK.  Tesla picked up his car free of charge, transported it 50 miles to the nearest service center, and arranged a loaner Model S.  What other car company does that?

The other car involved in the accident was a Hyundai Elantra.  That car was nearly totaled and that driver had to go to a hospital unfortunately.

“The car (Model S) just works and when it doesn’t, ‘we will take care of you promptly.’  And you become part of the community?  Part of the Tesla family.  You know, ‘we look out for you.’  That kind of stuff breeds loyalty,” stated John Rosevear, a senior auto analyst at Fool.com.

[Source: TreeHugger/Tesla Motors Club Forum/Fool.com Interview]