Carlos from Spain:

I don't think thet implemented the current system with customer experience in mind, firewalling customers from real customer service people is never a positive thing, but rather the reason was cost cutting as Tesla was burning throught money fast, and this is another of the cost cutting measures. But I think they will improve it more and more as they sell more and more cars though.

I think they understand there are good and bad ways to save money. The Apple store experience is worse imho. If I don’t have a computer to schedule a visit first going in person is impossible. They won’t even talk to you without first getting an appointment. This was pre covid. I have not been back. Assume it is the same still. 
Given an emphasis on customer service these days I really think Tesla thought they were doing the right thing. For me, for example, it has worked great. Of course I’m also the guy who brings these types of people a dozen donuts in the morning when I come in.