Tesla Is Reportedly Policing Social Media Posts Uploaded By Customers
Image via Arcansel / Shutterstock.com
A former employee has revealed to Insider that Tesla’s solar-power venture, Tesla Energy, has a team of more than 20 employees who scour the web on the lookout for customer complaints. They revealed that aside from solving customers’ problems, the team also tried to get customers to remove negative reviews.
Even more intriguing, a separate team of at least nine people look for posts specifically targeting CEO Elon Musk. In a job advertisement for Tesla Energy, one of the tasks included addressing “social media escalations” aimed at Musk.
“They would basically just look up #TeslaEnergy, #Elon, just anything that has to do with Tesla and energy and Elon,” a former manager at Tesla Energy revealed.
Employees were also required to search for unhappy customers in their “downtime,” reported Insider. An ex-employee estimated that they dealt with approximately 18 complaints from the regular hotline daily, and had to find additional time to scour social media for inflammatory posts.
“There’s almost no downtime and that’s what makes it difficult,” they said.
It seems that some customers of Tesla Energy have taken to complaining on social media in order to receive quicker attention from customer service representations. In May, customers told Insider that the company had ghosted them for weeks.
While most companies have a dedicated team in place to address customers’ reviews and questions on social media, it does seem strange that such a huge organization like Tesla would try to police customers’ complaints – though it’s unclear if they're succeeding.
[via Insider, cover image via Arcansel / Shutterstock.com]
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