Taking delivery of a new Tesla is often described as a unique experience. It’s quite different from a traditional dealership model, where you can spend hours negotiating prices and loan rates.
While this efficiency appeals to many, it can sometimes be intimidating for first-time Tesla buyers, especially if they’re unfamiliar with how a Tesla works. Tesla often works to identify first-time customers in advance to offer in-person or online tutorials; however, this approach doesn’t always work well. Sometimes, the process can fall short, leaving people feeling overwhelmed.
The following tale of a delivery experience has a rough start, but Tesla has promised to improve the delivery experience. Let’s take a look at what happened and what Tesla plans to do.
Rough Start
Over on X, @jonbbc’s mother had some issues with her new Model Y Refresh delivery. It was a frustrating experience when she arrived early as a first-time Tesla owner at the Grand Rapids delivery center in Michigan.
According to the post, she received a less-than-warm welcome from the staff. She had asked for assistance with her first-ever Tesla, but staff at the site were unhelpful, suggesting she conduct her vehicle inspection alone and then return to sign the paperwork when ready.
This turned what should have been an exciting day into an overwhelming experience, leaving her feeling anxious and isolated. Eventually, a Tesla technician stepped in to help and acknowledged her disappointment, and worked with her to straighten things out. However, as it was rightly pointed out, staff should be more accommodating, especially when a first-time owner explicitly asks for help and identifies themselves as new to electric vehicles.
My mom was really nervous to accept delivery of her new Tesla Model Y today in Grand Rapids, Michigan. When she arrived 15 minutes early, none of the staff gave her a warm welcome. They wouldn’t even go out to the car with her. She was really disappointed & she became even more… pic.twitter.com/qlEfWQqr1W
The good news is that the story didn’t end there. Tesla employees reached back out to @jonbbc on X with apologies. More significantly, they also stated that Tesla plans to make changes to its mobile and web interfaces within the next two to three weeks, specifically aimed at improving the delivery experience for first-time EV and Tesla owners.
Tesla’s current process, as mentioned, aims for efficiency, and uses the Tesla app for documentation and processes. Tesla also has systems in place to support newcomers, but these systems appear to have failed in this specific case.
Clearly the pre-delivery offers of tutorials didn’t work, as some customers just need a more human touch to the entire experience. On top of that, the on-site staff failed to offer support even when asked explicitly, making the entire experience rather disappointing. While we know this isn’t the experience at every location - some locations even make delivery a rather exciting event with bows, placards, and group tutorials - it is still an issue that Tesla will have to address, given their corporate ownership of each location.
What Will Change?
The key takeaway here is that the inherent nature of the Tesla model does work - but not for every single customer, and not for every single delivery location. While Tesla didn’t say exactly what will change, they will likely focus on bridging this gap.
This will likely include clearer step-by-step guidance within the app and on the website for new owners, as well as easier ways to request dedicated staff assistance during the delivery window - hopefully before finalizing the acceptance procedure.
We’d also love to see Tesla improve pre-delivery communications, with more prominent and frequent offers of tutorials to first-time customers.
Even if Tesla just had a viewing area that walked people through some of the newer or most popular Tesla features, this could be a big improvement for some buyers. It would also give others something to watch while they want to be attended.
It’s good to see Tesla’s staff reach out to @jonbbc to address the issue, but this was done behind closed doors - which really doesn’t help Tesla broadcast its commitment to improving its services. Tesla’s lack of a PR team really makes matters such as this frustrating as the message to other customers isn’t always clear.
Hopefully these planned changes will lead to a smoother and less intimidating experience for first-time buyers across all locations.
Subscribe
Subscribe to our newsletter to stay up to date on the latest Tesla news, upcoming features and software updates.
Tesla’s plan to brand its autonomous network of taxicabs has found an interesting little snag. The US Patent and Trademark Office (USPTO) has issued a “nonfinal office action” regarding Tesla’s application to trademark the term “Robotaxi” specifically in connection with autonomous electric vehicles.
This is an initial refusal by USPTO’s examining attorney and is very particular for autonomous electric automobiles. A separate trademark application by Tesla for the term “Robotaxi” as it relates to its upcoming autonomous ride-hailing service is still under examination and has not yet received a similar rebuttal.
Understanding the Refusal
A “nonfinal office action” means the USPTO has found potential issues with the trademark application, as stated, which prevents its immediate approval and subsequent granting to Tesla. Tesla now has a three-month period to file its counterarguments and address the USPTO's concerns.
If Tesla’s response satisfies the examiner, the trademark could be granted.
While the exact content of the office action isn’t detailed in the initial report, such refusals for terms like “Robotaxi” often occur if the USPTO considers the term “merely descriptive” or “generic” for the goods in question. In this particular context, “Robotaxi” could refer to any autonomous taxi vehicle.
Trademark law generally prevents the exclusive registration of terms that competitors would need to use to describe their own similar products. For a term to be trademarked, it typically needs to be distinctive and act as a brand identifier rather than just a descriptive name of the product’s class or type.
Separate Application for Ride-Hailing
Tesla still has a distinct, separate, and still pending application to register “Robotaxi” as a trademark for “transportation services, namely, autonomous ride-hailing services.” The criteria for trademarking a service can differ from those on trademarks for goods, and it’s possible Tesla may have more success securing the name for the service itself, which would allow them to brand the network as “Tesla Robotaxi.”
Why This Matters
Securing a trademark grants exclusive rights to use a brand name in conjunction with specific goods or services. This helps prevent customer confusion and to protect the brand identity.
If the refusal for the vehicle trademark becomes final, Tesla may be limited in its ability to exclusively name a good (specific vehicle) the “Tesla Robotaxi.” Other manufacturers could also potentially use “robotaxi” descriptively for their own autonomous taxi vehicles.
The ability to trademark “Robotaxi” for the ride-hailing service is arguably more critical for Tesla, as they’re working to establish a unique brand for their autonomous transportation network, which kicks off in Austin next month.
The USPTO’s office action won’t hinder Tesla’s ability to develop or deploy its own vehicles in June - instead, it’ll just impact how Tesla can brand the app and their vehicles, which could cause some last-minute delays if they have to rebrand.
Cybercab and Robovan/Robobus Trademarks
While Tesla is facing challenges with the broader Robotaxi term for vehicles, the company is also seeking to trademark “Cybercab,” “Robovan,” and “Robobus.” Securing a less descriptive name for the vehicle itself often has a higher chance of success with USPTO, as it is far more distinctive than a more general term like “robotaxi.”
Why Didn’t Tesla Do This Years Ago?
Tesla may have waited too long to file a trademark for the term “Robotaxi.” While the company has been discussing a self-driving fleet since 2016, the concept of autonomous taxis has gained a lot more traction in recent years — and competitors like Uber have also begun using the term.
We suspect there was some strategic timing behind these filings. Earlier versions of FSD — particularly those prior to V12 — may have lacked the progress needed to support Tesla’s robotaxi ambitions. Filing for a trademark that isn’t actively in use or about to be used can make it harder to defend or retain.
Moreover, while the idea of autonomous vehicles has been around for years, a clearer public understanding of Tesla’s specific plans has only emerged over the past 18 months. Filing too early can trigger speculation long before the company is ready to reveal details.
Ultimately, whether Tesla secures the rights to “Robotaxi” remains uncertain — but trademarks like “Cybercab” and “Robovan” seem much more likely to stick.
One of Tesla’s greatest weaknesses, as it has quickly become one of the world’s most ubiquitous cars on the planet has always been service. Escalating issues to managers and sometimes even reaching a Tesla Service employee can be a total coin flip, depending on your Service Center.
Tesla is continuing its push to integrate AI across its customer support channels in an effort to improve customer service. According to Raj Jegannathan, Tesla’s VP for IT, AI Infrastructure, Apps, Infosecurity, and Vehicle Service Operations (that’s a lot), Tesla is launching a pilot program for a new AI designed to improve customer interactions with Service.
Tesla Service’s new AI Agent detects comms delays, monitors sentiment, & auto-escalates to leaders. Starts tomorrow at 10 pilot locations. In 2 weeks, type “Escalate” in ‘message center’ to reach managers. Guardrails in place to prevent abuse. We’ll keep improving!
At 10 pilot service locations, this new AI agent will begin working behind the scenes at Tesla Service, to help with customer communications. It will provide three key features:
Detect Communications Delays: The AI will actively monitor service interactions to identify potential delays in communication or progress. These are often a key pain point for customers who reach out to Tesla Service and don’t receive a response for several days, as Service has nothing new to add. The AI can now step in and let the customer know Tesla is still waiting on parts or something else.
Monitor Customer Sentiment: By monitoring the tone and content of the messages between the customer and Service agents, Tesla will be able to identify situations where a customer might be dissatisfied or facing difficulties.
Auto-Escalate: If either a communications delay or negative sentiment is detected, the AI can automatically escalate issues to human managers for review. This helps to address problems before customers need to seek escalation themselves or become upset about an issue.
Customer Escalation Requests
Alongside the new AI tool, Tesla is also introducing a more direct way for customers to get higher-level attention. According to Tesla, within the next two weeks, customers can simply type “Escalate” in order to have their issue routed directly to management.
Raj’s team is currently working on implementing guardrails to prevent abuse, but this will soon make its way to improving Tesla’s service offerings. We’re glad to see Tesla taking steps to identify and correct deficiencies in the process - it has always been a sore tooth for Tesla in the last few years.
![Exclusive: A Look Inside the Tesla Diner [PHOTOS]](https://www.notateslaapp.com/img/containers/article_images/2025/diner-seats.jpg/b0b4cb51b80d1f29298c9ca6b9ad2ae8/diner-seats.jpg)
![Tesla's Hidden 'Elon Mode' Unveiled: A Sneak Peek into the Future of FSD [Video]](https://www.notateslaapp.com/images/news/2022/fsd-beta-inside_300w.jpg)
_300w.png)
