Tesla’s clean-energy division Tesla Power has a whole group devoted to scanning the web for buyer complaints and folks badmouthing its CEO Elon Musk, based on a brand new Insider report.
Two former workers that spoke with the outlet beneath the situation of anonymity mentioned that along with resolving points that prospects complained about on-line, Tesla workers had been instructed to ask prospects to delete their posts.
A group of greater than 20 workers looked for buyer complaints on social media and overview websites, whereas a separate group of 9 folks hunted for posts that focused Musk particularly, an ex-employee mentioned in an interview with Insider. Their former position concerned dealing with complaints by way of Tesla’s official buyer help service versus these posted on social media. Nevertheless, they informed the outlet they had been additionally anticipated to comb by way of the web for pissed off Tesla prospects throughout their “downtime” on the job—which was all however non-existent as they already labored by way of breaks to keep away from getting swamped with points from Tesla’s customer support pipeline alone.
One other ex-employee who labored as a supervisor at Tesla Power till final yr, mentioned that workers tasked with scouring social media “would mainly simply lookup #TeslaEnergy, #Elon, simply something that has to do with Tesla and power and Elon.” This appears to be supported by a job itemizing Tesla put out earlier this yr in search of full-time workers to “handle social media escalations directed on the CEO,” as first noticed by reporter Jay Boller on Twitter. A wise transfer on Tesla’s half given the monitor report of high-priced authorized repercussions for Musk’s unhealthy tweets.
The previous supervisor informed Insider that prospects may generally obtain a quicker response by complaining on social media relatively than going by way of Tesla’s customer support channels.
One Tesla Power buyer who spoke with the outlet mentioned their devoted challenge supervisor instructed them to do exactly after experiencing an issue with their photo voltaic roof contract.
“She informed me to go surfing and complain … on Twitter or Fb, as a result of she mentioned the one factor this firm listens to is social media sentiment,” mentioned the client, who requested to not be named in Insider’s report.
Although even after posting concerning the problem on Twitter, Tesla apparently by no means reached out. In a May report concerning the firm purportedly ghosting prospects for months on finish, one potential buyer Insider spoke with had higher luck on that finish. After his requests for a session together with his assigned Tesla rep went ignored, the rep lastly referred to as to apologize and handle his considerations after he complained about his expertise on Twitter, he informed the outlet.
Tesla didn’t instantly reply to Gizmodo’s request for remark, although that could be as a result of the corporate dissolved its PR department final October. Within the meantime, it seems like if you’re having points getting a response from Tesla Power reps, your greatest wager may be to place them on blast on social media.