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03/21 - Poor Model X Factory Pickup Experience

Discussion in 'Model X' started by roser, Mar 21, 2016.

  1. roser

    roser Member

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    Picked up my P90DL today at the Fremont factory.
    They are really rushing these cars and the delivery experience as we near end of quarter.

    My Model X only had 8 miles of range after it left detailing, so they parked it at the factory supercharger and the delivery specialist said "lets do the orientation and inspection while its being supercharged." It was raining, rather hard too. No big indoor reveal with a red bow or red carpet.
    I said "you must be kidding, I'm really not comfortable inspecting the car in the rain, nor do I want my wife out there", so they offered to do the orientation outside while supercharging then move the car inside for the inspection.
    We're familiar with the car so we didn't spend much time with the orientation, instead asked them to move it inside for the inspection.

    Once inside they dried it off the best they could. I noticed some body panels were slightly mis-aligned, to varying degrees, anywhere from 2mm to 5mm out of alignment. (Trunk, one FWD, front door + quarter panel gap was tapered, one chrome trim piece was loose and pointed these out. I was told by the DS and the assistant manager that "they are within spec, don't worry this is a great car, looks great to me". I asked what the "spec" was and they didn't know or know who would know. I wasn't satisfied with that answer for a $160k car, but they didn't care, just wanted me out the door so they could deliver the next Tesla. They initially refused to write anything on a due bill, saying "service will look at it and fix it if its not within spec". After spending nearly 2 hours and them eager to get rid of me, they finally wrote up the alignment issues on the due bill, and I signed off and supercharged my car so I could get home. A service tech will be in touch in the next few weeks to address some of these issues and I will update.

    Other issues that they were willing to address without resistance were buffer marks on the plastic wheel arch, scratch on onyx wheel, rear cargo trim not installed properly. While driving home, I heard a few rattles that will need to be investigated as well.

    I'll post some pics of the alignment issues later. The mis-alignments and issues are minor, and the car may be in "spec" whatever that is, but I was disappointed with the overall delivery experience and how the delivery team would try to brush off my concerns rather than address them.

    On a positive note the factory tour was nice, and the car looks great.

    12321253_10153985616859326_9072616430349535503_n.jpg
     
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  2. ModelX

    ModelX Member

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    Sorry to hear this!
     
  3. K-MTG

    K-MTG Sunshade Captain of TMC

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    Very disappointing, I have seen many complaints arise on the forum recently. Please submit a complaint to Tesla, they need to revamp their inspection process.
     
  4. Darryl

    Darryl ModelXTracker.com Co-Adm

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    I was wondering how they were going to push out 2000-3000 cars in a couple of weeks when they weren't able to get 200 production cars out in the first 10 weeks of the year.

    They tried to get me to sign off on paperwork before I even saw the car. I refused and it ended up I couldn't take car home because of issues.

    Finally got it home today.
     
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  5. ModelXBoy

    ModelXBoy No More Door Captain of TMC! Oh Yeah Baby!

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    Oh man man man! I am truly speechless. I start to think the reason we are not seeing any Xs on the road is because most of them are in the service center for fixing issues.
     
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  6. K-MTG

    K-MTG Sunshade Captain of TMC

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    So much delay and still they couldn't solve build quality issues. Perhaps I should have not upgraded to the premium package if the doors cause so many problems.
     
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  7. roser

    roser Member

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    Yes, they pushed me to sign paperwork before the factory tour and inspection. I was hesitant, but he said "don't worry, if there are any issues we will add them to the due bill. Its up to you tho." I signed the paperwork at that time, not realizing they would be signing a different song later. So definitely don't sign the paperwork before the inspection is complete. Once you sign the paperwork the car is delivered in Q1 for Tesla and they could care a less.
     
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  8. roser

    roser Member

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    What is the correct method/channel to lodge a complaint with Tesla?
     
  9. K-MTG

    K-MTG Sunshade Captain of TMC

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    I would contact Tesla here: Contact | Tesla Motors so they can forward the response to the correct department.
     
  10. Drivin

    Drivin Member

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    I don't understand these alignment issues.
    I thought robots were installing the panels,
    Is the "spec" really accepting of this performance, or are the robots not doing their job?
    Or is this some weird robot-union issue?

    What did they do about the scratch on the Onyx wheel? Did they give you a new wheel?
     
  11. nh-srt8

    nh-srt8 Member

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    Now I'm starting to get nervous about my decision in switching my delivery to the factory. I sure hope they get these wrinkles out by next month. I switched specifically to experience the factory tour and delivery. I've got almost a 800 mile drive once we pick it up and the possibility of being stranded with the door issues that I'm also reading about makes me second guess the decision.
     
  12. roser

    roser Member

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    During the factory tour I saw that the FWD were installed by humans. The striker plates are likely also installed by humans, which can cause the doors to close at different angles. I've seen better tolerances and alignment on a $15k Honda Civic.
    Better customer service as well.

    As for the scratched wheel, they wrote "driver rear wheel scratched" on the due bill section titled "the the above promised work is the only work to be performed free of charge". Not sure if they will fix or replace it.
     
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  13. ModelXBoy

    ModelXBoy No More Door Captain of TMC! Oh Yeah Baby!

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    Yes, it seems that the problems usually happen when human is used to install the parts. For example my paint issue, the whole car is painted flawlessly except that little gap filling part they forgot to paint. Really weird and funny in the same time. First time i have ever seen such a job on a car let along a 160K car after tax.
     
  14. ankitmishra

    ankitmishra Member

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    Congrats!! (for the car). The delivery experience is sub par. Poor customer service by Tesla. Please lodge a complaint if you can.
     
  15. K-MTG

    K-MTG Sunshade Captain of TMC

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  16. vjlvjl

    vjlvjl Bluebird

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    #16 vjlvjl, Mar 22, 2016
    Last edited: Mar 22, 2016
    Sorry to hear about your experiences.

    I picked up my 90D on Thursday 3/17 at the factory and had a GREAT experience. I had 2 Delivery specialists (one was a trainee) helping me. Since this was my first Tesla, they spent as much time as I needed for the orientation - I didn't feel rushed at all. They even gave me a test drive orientation that took another 20-25 minutes becasue of rush hour traffic. Both kids (yes, I call them kids because I don't think they can legally drink yet) were simply great. Gives me great hope for this young generation!

    I did not find any issues with the car worth complaining about. I had the Model X checklist with me, went through it and didn't find any issues listed therein. Midway through my inspection, the Delivery Specialist asked to see my checklist, then proceeded to show me item-by-item. At the end of the inspection, he asked me multiple times if I was satisfied. Then offered to take me on a test drive. Needless to say, I was impressed!
     
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  17. K-MTG

    K-MTG Sunshade Captain of TMC

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    Congrats! Hopefully no issues will arise, please keep us posted with your X experience
     
  18. Dr ValueSeeker

    Dr ValueSeeker Speaks the unfettered truth

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    Try www.bbb.org.
    Elon claimed that X was delayed to make the "best quality" car in the world. He also claimed that he is personally testing the X cars. If this is the result, then what can we expect for Model 3? Time for Andrea James to eat her words.

    With so many problems with X, Model X ordering page will never open for the general public.
     
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  19. ohmman

    ohmman Maximum Plaid Member

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    A bit dramatic, aren't we?
     
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  20. eloder

    eloder Member

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    A flawed Tesla is still significantly better than every other car out there, as is evidenced by record-high consumer loyalty and segment-leading sales.

    These problems just aren't widespread, or you wouldn't have record-high consumer loyalty or segment-leading sales.
     
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