Tesla customer service hacks, including reaching a human and chat

Tesla customer service has its good and poor moments. But here's how to reach a human and report a problem.

• Some Tesla and Starlink customers have said service at Elon Musk's companies needs to be improved.
• Despite Tesla's success, customers' complaints could tarnish the reputation of the business.  
• Here's a look at how to contact a human at Tesla customer support. 

As the carmaker ferociously grew sales, its footprint of Tesla service centers hasn't kept pace, resulting in long wait times and other customer service issues for some Tesla owners.

It's often difficult to reach an actual person when contacting the customer support services at big companies. But chat and other hacks can help a Tesla customer get help and report a problem.

Does Tesla have 24/7 customer service? 

Yes, Tesla has roadside assistance that is available 24/7. 

According to Tesla's website, you can request immediate roadside assistance from the bottom of the Tesla app home screen. In your request, include any information that may help our team locate you and best understand the condition of your vehicle.

To request roadside assistance from your Tesla app:

1. Open the app and select 'Roadside.'
2. Select the issue(s) your vehicle is experiencing.
3. Confirm any additional details related to your request.
4. Select 'Request help.'

Services covered include breakdowns, flat tires, lockouts, and depleted batteries. 

How do you report a problem at Tesla?

To chat with Tesla support directly, you can use the chat function on their site. You can also call their support line at 1 888-518-3752. Reaching a human on the support phone line can be difficult, but if you call from a number not associated with a Tesla account, the prompts will offer you options to reach a person, including charging questions, vehicle and software issues, or password and account issues.

Does Tesla have good customer service?

Although Tesla stock is valued at more than $600 billion and as of January 2023, SpaceX was valued at $137 billion, experts said customers' complaints could tarnish the SpaceX and Tesla's reputation.

Tesla complaints have rolled in from customers about fixing repairs, lack of contact, and long wait times.

A class-action lawsuit is currently underway in California regarding arduous and expensive Tesla repairs. A group of Tesla owners allege that Tesla is monopolizing the market for repairs and parts for its vehicles, forcing customers to endure extensive repair times and costly parts — all under threat of losing their warranty coverage if they sought repairs or service from companies other than Tesla.

In court documents, Tesla denied the antitrust allegations and said its warranties and practices were "perfectly lawful."

Twelve electric vehicle owners previously spoke to Business Insider about problems with Tesla vehicles. Some commented on how slow and unresponsive Tesla's customer service was, while others said it was quick and easy.

Customer Steven Banks told Business Insider that simple repairs have left his car stranded at the Tesla shop for weeks. He doesn't feel like Tesla treats its customers as well as other luxury dealerships do and is frustrated that he can't get a customer service rep on the phone. Banks is a longtime Tesla fan in Massachusetts who sold his Model S and has a new Model Y on the way. 

"The customer service is lousy," Banks said. "They get away with it because the products are fantastic."

Tim Levin contributed to this story.