So I ordered a Model S last October. My SA assured me there was not going to be any "refresh" coming. (First mistake was trusting him.) Forward to December and the Tesla Factory had just shut down. I was concerned hearing about suspension issues in China and also that a refresh could be coming. I was called by delivery department and wanted to ask some questions. Mind you I had already been waiting two months for an $80K car. The delivery department basically said we don't know. Take it or leave it. This was my first experience with Tesla. I have been driving the Lexus brand for 20 years, and drive a less expensive car, and have had a far better experience with the process. Needless to say I didn't take delivery. Then there was the period of darkness where nobody knew anything. I had to pull my current car off the market for sale. Then the refresh news. Ok fine. Glad I waited and didn't buy an outdated car. But then I am told that I will have to pay the new price (when my SA said that you are locked in on pricing no matter what happens) with a measly $2K discount. Fine. I will let it go, although now I am getting really ticked off. Then as I start to question everything this SA told me (including Tesla gives out loaner cars during service in LA - wrong again), I am really disappointed this is the level of customer care they offer. Moving forward my account was changed from Feb 15th- March 15th delivery date to "we will reach out to you". Absolutely no time frame while others who ordered AFTER the refresh was announced have dates or at least the month of March.
Now I finally get a new order agreement in, and it is wrong. No discounts. No delivery date. Also being told I will not even be able to test drive the car because I will likely have it before showrooms have test vehicles. How does someone now buy a $90k car with a whole new steering system and no stalks without a test drive? And if I delay delivery, I will likely go to the back of the line again and have to wait months. I reach out to a new SA who doesn't respond back. I mean this is absolutely shockingly bad customer service. I might understand for a Model 3, but for a Model S or X they need better customer care. Not impressed with Tesla thus far. At some point this is going to catch up with Tesla as more EV brands hit the road and other options are available.
Now I finally get a new order agreement in, and it is wrong. No discounts. No delivery date. Also being told I will not even be able to test drive the car because I will likely have it before showrooms have test vehicles. How does someone now buy a $90k car with a whole new steering system and no stalks without a test drive? And if I delay delivery, I will likely go to the back of the line again and have to wait months. I reach out to a new SA who doesn't respond back. I mean this is absolutely shockingly bad customer service. I might understand for a Model 3, but for a Model S or X they need better customer care. Not impressed with Tesla thus far. At some point this is going to catch up with Tesla as more EV brands hit the road and other options are available.
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