Tesla

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

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All Insights

TOP INSIGHTS

A weekly roundup of Tesla's key feedback

Customer Service Frustrations

A significant number of users, approximately 10%, express frustration with Tesla's customer service, particularly the difficulty in reaching a human representative and resolving billing issues efficiently.

I spent an hour trying to resolve a billing issue, only to be bounced between AI and human reps without a solution.

App Connectivity Issues

Around 5% of users report connectivity problems with the app, such as being unable to log in or experiencing unreliable server connections, which can be particularly problematic during travel.

After an update, I couldn't log back into the app, leaving me without access to my car for days.

Feature Malfunctions

Approximately 7% of users are experiencing issues with specific app features not functioning as intended, such as the Storm Watch feature not activating during severe weather.

The Storm Watch feature never activates, forcing us to keep our batteries charged manually.

Widget Functionality Loss

About 3% of users are disappointed with the removal or malfunction of iOS widgets, which were previously a convenient feature for quick access.

The iOS widgets stopped working after the last app update, which is frustrating.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Tesla

Tesla receives a mix of high praise for its technological advancements and user-friendly app, but also faces criticism for app connectivity issues and customer service challenges. Users appreciate the app's comprehensive features and the car's performance, though some express frustration with the autopilot and subscription management.

#2 RUNNER UP

Rivian

Rivian is praised for its app's design and functionality, with users appreciating the intuitive interface and features like climate control and remote commands. However, some users report issues with app connectivity and reliability, particularly with the phone-as-key feature and vehicle wake-up times.

#3 Straggler

FordPass

FordPass is generally well-received for its ease of use and comprehensive vehicle control features, such as remote start and vehicle status monitoring. However, some users experience issues with app updates affecting functionality, and there are complaints about the app's reliability and responsiveness.

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Nuggets

Major Highlights of the Week

Subscription Billing Issues

Users face challenges with subscription billing, particularly when referral credits are not applied correctly, leading to unexpected charges on credit cards. The process to resolve these billing issues is cumbersome and lacks efficient customer support.

I was charged for a subscription despite having referral credits, and customer service couldn't resolve it.

Adapter Unlocking Problem

The app prevents users from starting a session due to an adapter unlocking issue, even when the adapter is not needed. This hinders the user experience by blocking essential app functionality.

The app won't let me start a session because it insists on unlocking an unnecessary adapter.

Decimal Precision Limitation

The app's limitation to only two decimal places for utility rate plans restricts accurate energy cost calculations, affecting users' ability to track savings accurately. This precision issue is particularly problematic for users with specific rate plans.

I can't input my exact utility rate because the app only allows two decimal places.

Storm Watch Feature Failure

The Storm Watch feature fails to activate during severe weather, forcing users to manually manage battery levels and undermining the app's smart energy management capabilities. This failure diminishes the perceived value of the Powerwall system.

Storm Watch never activates, so I have to keep my batteries charged manually.

iOS Widget Malfunction

Recent updates have caused iOS widgets to stop functioning, removing a convenient feature for users who rely on quick access to app functionalities. This issue disrupts the seamless integration of the app with iOS devices.

The iOS widgets stopped working after the last update.

Users experience login issues where access is denied after signing out, leaving them unable to use the app and potentially stranded without vehicle access. This problem is exacerbated by inadequate customer support during critical times.

I was locked out of the app after signing out, and support was unavailable to help.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Subscription Billing Issues

Adapter Unlocking Problem

The app prevents users from starting a session due to an adapter unlocking issue, even when the adapter is not needed. This hinders the user experience by blocking essential app functionality.

Decimal Precision Limitation

Storm Watch Feature Failure

iOS Widget Malfunction

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is great, but I wish they would adjust the charging statistics page to allow for flat fee inputs for work/home charging. This would help in understanding actual spending and gas comparison better.

Csk378

The app doesn't allow me to set the Backup Reserve to 90%, and it keeps showing an error. Also, it charges from the grid despite my settings, which is frustrating.

jcgpr

The Storm Watch feature hasn't worked for years, forcing us to keep our batteries charged between 80%-100% all the time. It's frustrating to see a highlighted feature that doesn't work, especially with unpredictable weather.

Tabbarrett

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

The app doesn't allow me to set the Backup Reserve to 90%, and it keeps showing an error. Also, it charges from the grid despite my settings, which is frustrating.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Tesla

Top Insights This Week

Customer Service Frustrations

App Connectivity Issues

Feature Malfunctions

Widget Functionality Loss

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts