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A series of unfortunate events led to a negative playing experience buying a Tesla

BitJam

Member
May 30, 2021
211
671
Silver City, NM
Hi folks! I've been making a lot of calls to Tesla to try to get things fixed with my car. In my last call when they again said they couldn't help me they asked me to send a long email to their CentralUS_ordersupport listing all the problems. I spent several hours making the list. I decided to post it here first in case anyone was crazy enough to read all or part of it and offer suggestions before I send it on to Tesla. Here is the first draft:


Buying a Tesla has been a dream of mine for years. I thought it was an unattainable dream until I got on unexpected inheritance and decided to splurge on my Tesla dream.

Things started out with a rough start and then, surprisingly, when downhill from there. The general impression I've got is that I am NOT a valued customer and you will try to nickel and dime me every chance you get, tripping me up with rules I didn't expected and didn't know existed. I have also been consistently told things that are simply not true and this seemed to be your normal operating procedure. I was held responsible for your mistakes after getting misled by you.

I live in Silver City, New Mexico which is in the southwest corner of New Mexico. This may have led to some of the problems but I will write more about this later.


1) The first problem happened when I ordered the car via the Web. I had already been in touch with Sales Advisers at the closest Service Center in El Paso, Texas. They told me I could pick up the car in El Paso which is about 150 miles from my house. But when I placed my order I only had a choice of picking it up from Colorado Springs or Littleton in Colorado. Both are over 600 miles away.

I was able to get in touch with someone the next day. They told me I was misinformed and my only choices were to either pick up the car in Colorado or pay $750 to have it delivered to my home. I asked if I could get my $100 deposit back since I paid it under false pretenses. I was told "no". This was a bad sign of things to come. IMO this was also a bad business decision because it shows a lack of faith in your cars and you are forcing *me* to take responsibility for *your* mistake.

In addition, there was no mention "home delivery" option on your web site when I was trying to complete my order. I had seen mention of it elsewhere but the only official notification I got was from the SA I talked with to help me complete the order. Unfortunately, when using the home delivery option over the phone there is a major flaw in the process. They told me I had to choose a Service SC. I said "fine, I want to use the El Paso SC". They told me no, I have to choose a service center in Colorado! I got angry. I told them I'm not driving 1200 miles every time I need the car serviced.

Turns out this question was extremely poorly worded almost as if it was designed to mislead customers. For some reason I don't understand the SA wanted my to pick the location where my car would be shipped from. I don't care! Ship it from Fremont, ship it from Mars, I don't care. But this unexpected question was not the question I was asked. I was asked to select a SC in Colorado. Since I wasn't expecting to be involved in the shipping location I naturally assumed the words had their clear meaning and I was being forced to use a SC over 600 miles away.

For health reasons, flying/driving up to Colorado Springs and then driving the car back home was not an option for me so I decided to pay $750 more to get the car delivered to my house.


2) I never got assigned a Sales Adviser (SA) and I was never given an estimated delivery date (EDD). I was told this is normal and I needed to remember the estimated delivery window that was only displayed *before* I ordered. This is ridiculous on its face. In addition, I'm an active member at the Tesla Motors Club (TMC). Everyone else or almost everyone else who was waiting for a Model Y immediately got an SA and a EDD assigned to them after they ordered. Either there was a vast conspiracy of 100s of people at TMC or I once again told things that were not true by people at Tesla. It seemed that in almost every interaction with Tesla I was given the wrong information.


3) Since the glib reassurance from Tesla were mostly wrong and since it was already demonstrated that you take no responsibility for your own mistakes I decided to order an inventory vehicle instead of wait for months or worse for the car I ordered. Since I was never given an SA or an EDD (while almost everyone else had them) I was not certain I was actually in the queue to get a car or if I was in the queue, where I was in it.

An SA wanted to help me transfer my order to an inventory vehicle but this plan had a fatal flaw due to the extremely slow response time from the SAs. Batches of inventory cars would show up in the Denver area around midnight. They would usually be snatched up in an hour or two. If I text the SAs, I don't get a response until the next morning, sometimes late in the morning. It seemed unlikely or impossible for the SAs to respond fast enough for me to get an inventory car before someone else buys it.

The SA also give me more incorrect information. They said that for them to transfer my order to the demo car they would need the vin of the new car. I told them over and over that the vins are not displayed publicly and the only way I can get a vin for an inventory car is to use the "Buy it now option". Their response was "we need the vin".

These SAs seemed confused about the process. When I say a demo car close to my specs I used the "Buy it now" option to get the vin and then I immediately texted the vin to the SA. Of course I was once again misinformed by the SAs and they were unable to transfer my order after I game them the vin. Oh well. I expected the SAs were wrong and I expected to lose the $100 deposit on the first car so I was willing to eat that loss.


4) Turns out the car I ordered from inventory in Colorado Springs was actually in Utah and it would take a day or two before it got to Colorado Springs. This was needlessly surprising and delayed the delivery by a few days. Once again I felt I was misinformed. I ordered a car that was in inventory in Colorado Springs when the car was actually in another state. Not a big deal overall but it further erodes my confidence in what you tell me and it would be very easy for you to fix to be more clear what people are actually buying. I know it caused a lot of consternation over on TMC.


5) Finally the car arrived in Colorado Springs, got prepped the next day and was ready for 3rd party shipping. I was informed a few days later to expect the car delivered to my home Wednesday of the following week on June 30th. This was great! Like Charlie Brown and the football I didn't realize that everything I was told was wrong. The car would not be delivered on June 30th and it would not be delivered to my house.


6) If my health was better then I would have saved money by flying up to Colorado Springs to pick up the car in person and have a grand adventure driving it 600+ miles home. But I was exposed to toxic chemicals at work in a totally freak accident that damaged my immune system and left me with little energy. I deal with it by spreading things out and doing a lot of resting in between. My plan was to do nothing but rest on Monday or Tuesday in order to have energy to inspect the car when it was delivered to my house on Wednesday.

Then on Monday morning I got a call from the shipper. I had great difficult understanding anything they said. Even with native speakers I can have trouble distinguishing when one word stops and the next word begins. It is a much more difficult problem when a person has a thick accent and they don't leave spaces between their words.

I finally figured out they wanted to deliver the car today but instead of delivering to my house or near my house they wanted to drop it off on the other side of town! This is something they could have figured out the previous week but they choose to move up the delivery date and surprise me with this significant change in plans.

Before I got sick I used to be good at dealing with emergencies and I enjoyed the adrenal rush. Now I have to be careful with adrenal rushes because they are like energy loans with a high interest rate that can take weeks to pay back. Anyway, my adrenals kicked in to deal with this totally unnecessary emergency. Even if they couldn't bring their truck directly to my house I'm sure there are plenty of places nearby they could get the truck that would be close enough for me to easily walk to. But since I had just woken up and since it was so difficult for me to communicate with the shipper I decided to accept their original proposal of dropping off the car at Walmart which is on the opposite side of town from where I live. They told me to expect the truck between 2 and 3 in the afternoon.

I figured that if I couldn't get a ride to Walmart from a neighbor then I could drive my own car there and leave it overnight then get a ride the following day to pick it up. I then made arrangements with Walmart to make sure this was okay.

The driver was supposed to call me when they were one hour away. Since they were supposed to arrive between 2 and 3pm, I expected the call between 1 and 2pm. This was just a few hours away so I decided to stay awake and not squeeze in some much needed sleep.

Turns out the driver was 4 hours late. I got a call at 6 saying they would arrive at Walmart at 7. If I had known they would be this late then I would have taken a nice long nap and be refreshed for picking up the car. Instead I was already pretty exhausted.

Not only did they keep telling me Walmart Walmart Walmart, they texted me the address 1501 Silver Heights Boulevard which shows up on Google Maps smack dab in the middle of the Walmart store.

I got to Walmart a little early and according to instructions from the store I parked near the store near the Garden Center. I walked through the parking lot to near the street because I figured this was the best place for the driver to park. Imagine my surprise when I saw a car hauler truck with a cute little blue Model Y zip right past Walmart and into town!

I called the driver back and asked him if he just drove past Walmart. He said "yes". I said "see you soon" since I thought he would turn around and come back to Walmart. I was wrong. He did turn around but then he parked his truck about a quarter mile away and unloaded my car at a different shopping center! He was in a heck of a hurry. His only priority was to get the car unloaded and handed off as fast as possible and then get back on the road.

By this time it was raining and I was standing out in the rain with my old car on the exact opposite end of the Walmart parking lot and my new car a quarter mile away at a different shopping center. They driver was adamant he was not going to do the right thing and bring my car to Walmart as promised.

It would probably take just as long to walk back to my old car and drive it to the new shopping center than it would to just directly walk there. Either way I had a bit of a walk in the rain. Further, I don't know if I was allowed to leave my old car at the other shopping center overnight so the only option I had was to walk a quarter mile in the rain to get my new car.

This was not the end of my problems. The driver was in my car staying out of the rain. When I showed up he didn't ask for an ID or for the insurance papers I had spend about an hour scrambling to change earlier in the day after I was informed the delivery date was changed. He would have given my car to anyone who asked for it. He handed over one key card in a small ziplock bag. I asked him where the other one was. He said "this is all I've got. Take it or leave it". Perhaps I should have left it but I was already beyond exhausted and leaving it would have meant another long walk in the rain to Walmart and then through the Walmart parking lot to get my old car. Also I was forced to pay for the new car in full before Tesla would ship it and there are horror stories of it taking Telsa weeks or months to return money to people. If I refused the car now, who knows how long it would take for me to get another one?

I checked to make sure the charger was their so I wouldn't be completely stranded but I neglected to check for the license plate. I didn't realize it was "do it yourself license plate day" at Tesla. When I got home an SA told me the license plate was probably in the glove box and I would need to attach it myself. Such quality service!

By this time I was exhausted and I knew I would have very little time or energy to inspect the car before the 24 hour inspection window expired.


7) The next day I was shocked to discover that the car had 311 miles left on it after my drive home. This meant it spent a week with a full or nearly full battery as it was being shipped to me! This seemed messed up so I added it to the list of things to deal with when I next talked with an SA.

Unfortunately the SA implied that Elon Musk and all the EV car experts are wrong. The SA said that is is perfectly fine to leave an EV at a 100% state of charge indefinitely. I got angry and told them to stop lying to me. If that SA is right and Elon Musk and all the EV experts are wrong then please let me know! It will be so much easier for everyone to keep their cars topped up to 100% when they are home.


8) When I told the SA on Monday that I was given only one key card they said they would have one sent out right away and also send out the binder or folder (or whatever it is) that is supposed to come with the key cards. They key card arrived yesterday (the 30th) but of course there was no binder or folder or whatever that was supposed to come with it.

I called about this today and was not helped. I was told that I need to send an email to this address listing my complaints. Hence this email.


9) Despite having my hands full with all of these mostly unnecessary problems I check my loot box to see if my referral miles were there. Of course they were not. Now this brings us to another wonderful Tesla Catch-22. When I originally ordered my first car I think the loot box was available but during the wait it disappeared. I had assumed that when the SAs transferred my order over to the demo car, the referral miles would transfer over too.

But since I was misled by the SAs and they couldn't transfer the order even after I gave them the vin which they said I needed, I guess the referral miles didn't transfer over.

The loot box is only available after you take delivery of the vehicle. I called up today to get the referral miles re-instated and I was told that I they were unable to do this since I had already accepted deliver of the vehicle. So by the time I am able to see that the miles are missing, I'm no longer able to get them re-instated.



It feels like I was needless misled through almost every stop of the process. Towards the end it felt like was being flimflammed and nickel and dimed like I was a rube at a carnival sideshow. This is particularly frustrating because these seem to be a series of bad business decisions which will hurt Tesla. I want to see Tesla succeed and I want to see people land on Mars.

As you probably already know, Tesla is not allowed to sell cars in New Mexico. They are not even allowed to have SCs here. So a person has to be really dedicated (and/or foolish) to buy a Tesla in New Mexico. It costs more to buy the car, it's more of a hassle, and it is more difficult to get the car serviced since all the SCs are out of state.

Once the laws change, Tesla sales in New Mexico should skyrocket. The people leading the charge for that change will be happy Tesla customers who live in New Mexico. So at this point, one happy customer in New Mexico is probably worth more to you than 3 or 4 happy customers in Colorado or California.

The smart business move is to do the right things. Don't mislead or lie to your customers. When you do mislead them then take responsibility for your mistakes. Don't foist the responsibility for your mistakes onto your customers. If a 3rd party agent screws up then man/woman up and take responsibility. Don't just say you're not responsible. Assure your customer that this was a fluke but using your action to show they are a valued customer. Don't give empty meaningless apologies and then continue to exploit the already bad situation by trying to bilk them out of ever nickel and dime possible.

Yes, I want to see Tesla succeed. Yes, I want to see humans land on Mars. But if the price for this is that you need to stop treating your fellow human beings with decency and respect then the cost is too high.
 
Last edited:

Seminole

Member
May 28, 2021
105
188
FLL
I don’t know where you copy and pasted this from but the formatting makes this unbearable to read.

This is way too long, nobody is going to read that whole thing if they get a wall of text. Be more concise, say what the issues you have are and what you want to be done to resolve them. The details likes cute blue car going by are completely unnecessary.

And FYI the “folder” that is missing is literally a little paper bifold looking thing that holds the two keys for when you purchase the car. It’s made to be thrown away.
 

und2000

Supporting Member
Supporting Member
May 25, 2021
138
362
Twin Cities, MN
Hi folks! I've been making a lot of calls to Tesla to try to get things fixed with my car. In my last call when they again said they couldn't help me they asked me to send a long email to their CentralUS_ordersupport listing all the problems. I spent several hours making the list. I decided to post it here first in case anyone was crazy enough to read all or part of it and offer suggestions before I send it on to Tesla. Here is the first draft:

Buying a Tesla has been a dream of mine for years. I thought it
was an unattainable dream until I got on unexpected inheritance
and decided to splurge on my Tesla dream.

Things started out with a rough start and then, surprisingly,
when downhill from there. The general impression I've got is
that I am NOT a valued customer and you will try to nickel and
dime me every chance you get, tripping me up with rules I didn't
expected and didn't know existed. I have also been consistently
told things that are simply not true and this seemed to be your
normal operating procedure. I was held responsible for your
mistakes after getting misled by you.

I live in Silver City, New Mexico which is in the southwest
corner of New Mexico. This may have led to some of the problems
but I will write more about this later.

1) The first problem happened when I ordered the car via the Web.
I had already been in touch with Sales Advisers at the
closest Service Center in El Paso, Texas. They told me I
could pick up the car in El Paso which is about 150 miles
from my house. But when I placed my order I only had a
choice of picking it up from Colorado Springs or Littleton in
Colorado. Both are over 600 miles away.

I was able to get in touch with someone the next day. They
told me I was misinformed and my only choices were to either
pick up the car in Colorado or pay $750 to have it delivered
to my home. I asked if I could get my $100 deposit back
since I paid it under false pretenses. I was told "no".
This was a bad sign of things to come. IMO this was also a
bad business decision because it shows a lack of faith in
your cars and you are forcing *me* to take responsibility for
*your* mistake.

In addition, there was no mention "home delivery" option on
your web site when I was trying to complete my order. I had
seen mention of it elsewhere but the only official
notification I got was from the SA I talked with to help me
complete the order. Unfortunately, when using the home
delivery option over the phone there is a major flaw in the
process. They told me I had to choose a Service SC. I said
"fine, I want to use the El Paso SC". They told me no, I have
to choose a service center in Colorado! I got angry. I told
them I'm not driving 1200 miles every time I need the car
serviced.

Turns out this question was extremely poorly worded almost as
if it was designed to mislead customers. For some reason I
don't understand the SA wanted my to pick the location where
my car would be shipped from. I don't care! Ship it from
Fremont, ship it from Mars, I don't care. But this unexpected
question was not the question I was asked. I was asked to
select a SC in Colorado. Since I wasn't expecting to be
involved in the shipping location I naturally assumed the
words had their clear meaning and I was being forced to use a
SC over 600 miles away.

For health reasons, flying/driving up to Colorado Springs and
then driving the car back home was not an option for me so I
decided to pay $750 more to get the car delivered to my house.

2) I never got assigned a Sales Adviser (SA) and I was never
given an estimated delivery date (EDD). I was told this is
normal and I needed to remember the estimated delivery window
that was only displayed *before* I ordered. This is
ridiculous on its face. In addition, I'm an active member at
the Tesla Motors Club (TMC). Everyone else or almost
everyone else who was waiting for a Model Y immediately got
an SA and a EDD assigned to them after they ordered. Either
there was a vast conspiracy of 100s of people at TMC or I
once again told things that were not true by people at Tesla.
It seemed that in almost every interaction with Tesla I was
given the wrong information.

3) Since the glib reassurance from Tesla were mostly wrong and
since it was already demonstrated that you take no
responsibility for your own mistakes I decided to order an
inventory vehicle instead of wait for months or worse for the
car I ordered. Since I was never given an SA or an EDD
(while almost everyone else had them) I was not certain I was
actually in the queue to get a car or if I was in the queue,
where I was in it.

An SA wanted to help me transfer my order to an inventory
vehicle but this plan had a fatal flaw due to the extremely
slow response time from the SAs. Batches of inventory cars
would show up in the Denver area around midnight. They would
usually be snatched up in an hour or two. If I text the SAs,
I don't get a response until the next morning, sometimes late
in the morning. It seemed unlikely or impossible for the SAs
to respond fast enough for me to get an inventory car before
someone else buys it.

The SA also give me more incorrect information. They said
that for them to transfer my order to the demo car they would
need the vin of the new car. I told them over and over that
the vins are not displayed publicly and the only way I can
get a vin for an inventory car is to use the "Buy it now
option". Their response was "we need the vin".

These SAs seemed confused about the process. When I say a
demo car close to my specs I used the "Buy it now" option to
get the vin and then I immediately texted the vin to the SA.
Of course I was once again misinformed by the SAs and they
were unable to transfer my order after I game them the vin.
Oh well. I expected the SAs were wrong and I expected to
lose the $100 deposit on the first car so I was willing to
eat that loss.

4) Turns out the car I ordered from inventory in Colorado
Springs was actually in Utah and it would take a day or two
before it got to Colorado Springs. This was needlessly
surprising and delayed the delivery by a few days. Once
again I felt I was misinformed. I ordered a car that was in
inventory in Colorado Springs when the car was actually in
another state. Not a big deal overall but it further erodes
my confidence in what you tell me and it would be very easy
for you to fix to be more clear what people are actually
buying. I know it caused a lot of consternation over on TMC.

5) Finally the car arrived in Colorado Springs, got prepped the next
day and was ready for 3rd party shipping. I was informed a
few days later to expect the car delivered to my home
Wednesday of the following week on June 30th. This was
great! Like Charlie Brown and the football I didn't realize
that everything I was told was wrong. The car would not be
delivered on June 30th and it would not be delivered to my
house.

6) If my health was better then I would have saved money by flying up
to Colorado Springs to pick up the car in person and have a
grand adventure driving it 600+ miles home. But I was
exposed to toxic chemicals at work in a totally freak
accident that damaged my immune system and left me with
little energy. I deal with it by spreading things out and
doing a lot of resting in between. My plan was to do nothing
but rest on Monday or Tuesday in order to have energy to
inspect the car when it was delivered to my house on
Wednesday.

Then on Monday morning I got a call from the shipper. I had
great difficult understanding anything they said. Even with
native speakers I can have trouble distinguishing when one
word stops and the next word begins. It is a much more
difficult problem when a person has a thick accent and they
don't leave spaces between their words.

I finally figured out they wanted to deliver the car today
but instead of delivering to my house or near my house they
wanted to drop it off on the other side of town! This is
something they could have figured out the previous week but
they choose to move up the delivery date and surprise me with
this significant change in plans.

Before I got sick I used to be good at dealing with
emergencies and I enjoyed the adrenal rush. Now I have to be
careful with adrenal rushes because they are like energy
loans with a high interest rate that can take weeks to pay
back. Anyway, my adrenals kicked in to deal with this
totally unnecessary emergency. Even if they couldn't bring
their truck directly to my house I'm sure there are plenty of
places nearby they could get the truck that would be close
enough for me to easily walk to. But since I had just woken
up and since it was so difficult for me to communicate with
the shipper I decided to accept their original proposal of
dropping off the car at Walmart which is on the opposite side
of town from where I live. They told me to expect the truck
between 2 and 3 in the afternoon.

I figured that if I couldn't get a ride to Walmart from a
neighbor then I could drive my own car there and leave it
overnight then get a ride the following day to pick it up. I
then made arrangements with Walmart to make sure this was
okay.

The driver was supposed to call me when they were one hour
away. Since they were supposed to arrive between 2 and 3pm,
I expected the call between 1 and 2pm. This was just a few
hours away so I decided to stay awake and not squeeze in some
much needed sleep.

Turns out the driver was 4 hours late. I got a call at 6
saying they would arrive at Walmart at 7. If I had known
they would be this late then I would have taken a nice long
nap and be refreshed for picking up the car. Instead I was
already pretty exhausted.

Not only did they keep telling me Walmart Walmart Walmart,
they texted me the address 1501 Silver Heights Boulevard
which shows up on Google Maps smack dab in the middle of the
Walmart store.

I got to Walmart a little early and according to instructions
from the store I parked near the store near the Garden
Center. I walked through the parking lot to near the street
because I figured this was the best place for the driver to
park. Imagine my surprise when I saw a car hauler truck with
a cute little blue Model Y zip right past Walmart and into
town!

I called the driver back and asked him if he just drove past
Walmart. He said "yes". I said "see you soon" since I
thought he would turn around and come back to Walmart. I was
wrong. He did turn around but then he parked his truck about
a quarter mile away and unloaded my car at a different
shopping center! He was in a heck of a hurry. His only
priority was to get the car unloaded and handed off as fast
as possible and then get back on the road.

By this time it was raining and I was standing out in the
rain with my old car on the exact opposite end of the Walmart
parking lot and my new car a quarter mile away at a different
shopping center. They driver was adamant he was not going to
do the right thing and bring my car to Walmart as promised.

It would probably take just as long to walk back to my old
car and drive it to the new shopping center than it would
to just directly walk there. Either way I had a bit of a
walk in the rain. Further, I don't know if I was allowed
to leave my old car at the other shopping center overnight
so the only option I had was to walk a quarter mile in the
rain to get my new car.

This was not the end of my problems. The driver was in my
car staying out of the rain. When I showed up he didn't
ask for an ID or for the insurance papers I had spend about
an hour scrambling to change earlier in the day after I
was informed the delivery date was changed. He would have
given my car to anyone who asked for it. He handed over
one key card in a small ziplock bag. I asked him where the
other one was. He said "this is all I've got. Take it or
leave it". Perhaps I should have left it but I was already
beyond exhausted and leaving it would have meant another long
walk in the rain to Walmart and then through the Walmart
parking lot to get my old car. Also I was forced to pay for
the new car in full before Tesla would ship it and there are
horror stories of it taking Telsa weeks or months to return
money to people. If I refused the car now, who knows how
long it would take for me to get another one?

I checked to make sure the charger was their so I wouldn't
be completely stranded but I neglected to check for the
license plate. I didn't realize it was "do it yourself
license plate day" at Tesla. When I got home an SA told me
the license plate was probably in the glove box and I would
need to attach it myself. Such quality service!

By this time I was exhausted and I knew I would have very
little time or energy to inspect the car before the 24 hour
inspection window expired.

7) The next day I was shocked to discover that the car had 311
miles left on it after my drive home. This meant it spent
a week with a full or nearly full battery as it was being
shipped to me! This seemed messed up so I added it to the
list of things to deal with when I next talked with an SA.

Unfortunately the SA implied that Elon Musk and all the EV
car experts are wrong. The SA said that is is perfectly fine
to leave an EV at a 100% state of charge indefinitely. I got
angry and told them to stop lying to me. If that SA is right
and Elon Musk and all the EV experts are wrong then please
let me know! It will be so much easier for everyone to keep
their cars topped up to 100% when they are home.

8) When I told the SA on Monday that I was given only one key card
they said they would have one sent out right away and also send
out the binder or folder (or whatever it is) that is supposed to
come with the key cards. They key card arrived yesterday (the
30th) but of course there was no binder or folder or whatever
that was supposed to come with it.

I called about this today and was not helped. I was told that I
need to send an email to this address listing my complaints. Hence
this email.

9) Despite having my hands full with all of these mostly unnecessary
problems I check my loot box to see if my referral miles were
there. Of course they were not. Now this brings us to another
wonderful Tesla Catch-22. When I originally ordered my first car
I think the loot box was available but during the wait it
disappeared. I had assumed that when the SAs transferred my order
over to the demo car, the referral miles would transfer over too.

But since I was misled by the SAs and they couldn't transfer the
order even after I gave them the vin which they said I needed, I
guess the referral miles didn't transfer over.

The loot box is only available after you take delivery of the
vehicle. I called up today to get the referral miles re-instated
and I was told that I they were unable to do this since I had
already accepted deliver of the vehicle. So by the time I am
able to see that the miles are missing, I'm no longer able to
get them re-instated.

It feels like I was needless misled through almost every stop of
the process. Towards the end it felt like was being flimflammed
and nickel and dimed like I was a rube at a carnival sideshow.
This is particularly frustrating because these seem to be a
series of bad business decisions which will hurt Tesla. I want
to see Tesla succeed and I want to see people land on Mars.

As you probably already know, Tesla is not allowed to sell cars
in New Mexico. They are not even allowed to have SCs here. So
a person has to be really dedicated (and/or foolish) to buy a
Tesla in New Mexico. It costs more to buy the car, it's more of
a hassle, and it is more difficult to get the car serviced since
all the SCs are out of state.

Once the laws change, Tesla sales in New Mexico should skyrocket.
The people leading the charge for that change will be happy Tesla
customers who live in New Mexico. So at this point, one happy
customer in New Mexico is probably worth more to you than 3 or 4
happy customers in Colorado or California.

The smart business move is to do the right things. Don't mislead
or lie to your customers. When you do mislead them then take
responsibility for your mistakes. Don't foist the responsibility
for your mistakes onto your customers. If a 3rd party agent
screws up then man/woman up and take responsibility. Don't just
say you're not responsible. Assure your customer that this was
a fluke but using your action to show they are a valued customer.
Don't give empty meaningless apologies and then continue to
exploit the already bad situation by trying to bilk them out of
ever nickel and dime possible.

Yes, I want to see Tesla succeed. Yes, I want to see humans land
on Mars. But if the price for this is that you need to stop
treating your fellow human beings with decency and respect then
the cost is too high.
Following your chronicle on "current delivery times", this is a really good (and sad) narrative of everything you had to go through. It will be interesting to see if/how they respond. Thanks for sharing with the community.
 

Clown

Member
Jun 16, 2021
52
97
Washington
I don’t know where you copy and pasted this from but the formatting makes this unbearable to read.

This is way too long, nobody is going to read that whole thing if they get a wall of text. Be more concise, say what the issues you have are and what you want to be done to resolve them. The details likes cute blue car going by are completely unnecessary.

And FYI the “folder” that is missing is literally a little paper bifold looking thing that holds the two keys for when you purchase the car. It’s made to be thrown away.
I read "that wall of text" and understood the frustration. No need to be condescending.

I feel for OP with the delivery issues. I deal with all sorts of delivery gaffs in my line of work.
To BitJam, are you happy with your new car?
 

BitJam

Member
May 30, 2021
211
671
Silver City, NM
I don’t know where you copy and pasted this from but the formatting makes this unbearable to read.

This is way too long, nobody is going to read that whole thing if they get a wall of text. Be more concise, say what the issues you have are and what you want to be done to resolve them. The details likes cute blue car going by are completely unnecessary.

And FYI the “folder” that is missing is literally a little paper bifold looking thing that holds the two keys for when you purchase the car. It’s made to be thrown away.
Thanks for the feedback @Seminole! I copy and pasted it from the email I composed to send to Tesla. I've taken your suggestions to heart. I tried to quickly reformat the post here to make it easier to read. It will take me more time to edit it down to something smaller. Thank you again!

Also thanks for the info on the paper bifold. I had no idea what it was. I didn't even know it existed until they told me they would send it to me. That caused me to think it might be something worthwhile. Thanks for letting me know I need to bother following up on it.
 
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Seminole

Member
May 28, 2021
105
188
FLL
I read "that wall of text" and understood the frustration. No need to be condescending.

I feel for OP with the delivery issues. I deal with all sorts of delivery gaffs in my line of work.
To BitJam, are you happy with your new car?
It’s constructive criticism not condescending. If a Tesla employee gets that in an email they’ll give a generic we’re sorry response and move on. If the OP wants some sort of resolution they need to stick to facts. All the ancillary info about buying it with inheritance and every small detail is just that, ancillary info. The talk about humans to Mars is great and all but SpaceX is a totally separate company and the customer service rep working for Tesla doesn’t care about that. The two have nothing to do with each other.

Keep it as brief as possible. Things like not getting the paper folder can be removed, they resolved the issue and got you the second card. The biggest issues here are the delivery and lack of the referral miles. Detail the issues with delivery, it wasn’t delivered to your home as it was supposed to be, no communication up to the delivery, and then the delivery driver went to the wrong location and made you come to him. If you paid for home delivery and didn’t get it request some sort of refund back for a portion of the shipping cost.

Regarding the referral miles, they can be added afterwards and plenty of people on here have had it done. Let them know the original order had them and you want the miles added back.

Be respectful but firm. Not trying to come across as harsh but being realistic with you. If you send that as is you’re not going to be satisfied either, unless your goal is just to vent.
 

Seminole

Member
May 28, 2021
105
188
FLL
Here’s the paper card holder just as an FYI
 

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BitJam

Member
May 30, 2021
211
671
Silver City, NM
I read "that wall of text" and understood the frustration. No need to be condescending.

I feel for OP with the delivery issues. I deal with all sorts of delivery gaffs in my line of work.
[email protected] BitJam, are you happy with your new car?
Thanks @Clown! I appreciate the honest feedback from @Seminole. It will help me improve the letter.

I love the new car but I'm still getting used to it. I've been mostly exhausted this week due to all the excitement. I've never owned a new car before. I bought my current car 20 years ago for $2000 and I think it's finally nearing the end of its useful life. I love it (a 240 Volvo Station Wagon) but it may be time to say good-bye soon. I feel like I'm honoring the old car by replacing it with the other car of my dreams. The Volvo can be pretty peppy at sea level but up here at 6,000 feet it's severely under-powered. I may have gone from one of the slowest cars on the road (here) to one of the fastest.
 

BitJam

Member
May 30, 2021
211
671
Silver City, NM
Here’s the paper card holder just as an FYI
Thanks again! I had no idea what it was. It was just something else they told me they would do but didn't. I'm glad to see it's not a big deal and I can ignore it.

PS: I tried to remove that section from my original post but now it's too late. I plan to remove it from the email. Thanks again for your help!
 
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BitJam

Member
May 30, 2021
211
671
Silver City, NM
Probably cannot deliver out of Texas due to the backwards Texas laws.
Yes. This combines poorly with the backward New Mexico laws that forbid Tesla from selling cars here and even forbids them from having Service Centers here. The big hate for American built cars seems bizarre.
 

BitJam

Member
May 30, 2021
211
671
Silver City, NM
This made me sad as this shouldn't happen to people buying a $50k+ vehicle. The only thing I'd do is some minor editing, otherwise I feel it conveyed the message you wanted.
Thanks @Gor-Gor! I think it's a natural phenomenon. The cars are so good that Telsa can sell as many as they can make even with poor customer service. So there is not a lot of incentive to improve customer service at the moment. For now improving customer service won't improve sales.

I intend to follow @Seminole's suggestions and tighten up the text before sending it to Tesla. I added my referral link to my sig. If I can get one referral then I plan to take down the link.
 
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NotElunMosk

Member
Jun 30, 2021
265
453
SoCal
Sorry you had to go through such a crazy process. I do agree though that when emailing companies in general, it's better to stick with facts than add a story to it. It makes for a great forum post, but to the person receiving this email, they're less likely to care about the "story". If this made its way to an SVP/EVP at any place I've worked, they'd likely ask an assistant to summarize for them or something.

The smart business move is to do the right things. Don't mislead or lie to your customers. When you do mislead them then take responsibility for your mistakes. Don't foist the responsibility for your mistakes onto your customers. If a 3rd party agent screws up then man/woman up and take responsibility. Don't just say you're not responsible. Assure your customer that this was a fluke but using your action to show they are a valued customer. Don't give empty meaningless apologies and then continue to exploit the already bad situation by trying to bilk them out of ever nickel and dime possible.
I think everything you said could be summarized here.

If you haven't sent it yet, I think it would be helpful to state what your intention is with this email. You tell a great story, but why are you telling his story? Are you giving feedback? I'd say that. "After this entire ordeal, I still want Tesla to succeed. I want to provide you with this feedback because I believe in the company and what you're doing. But I think it's important to take situations like mine into account so that you can improve your processes".

Do you want compensation or something? State that too. "After all this, I believe it fair to have the $750 delivery fee waived. I am open to discuss further, but I strongly feel this should not have been the case", or whatever.
 

NotElunMosk

Member
Jun 30, 2021
265
453
SoCal
I don't see an ability to edit my post, but my own tldr is ultimately to be concise (ironically, my response is a bit long but hey - it's a forum :) ). Throw in some storytelling to make it compelling, but I'd rather see a list of 30 items with brief descriptions than a list of 10 items with several paragraphs for each item.
 
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BitJam

Member
May 30, 2021
211
671
Silver City, NM
Regarding the referral miles, they can be added afterwards and plenty of people on here have had it done. Let them know the original order had them and you want the miles added back.
Again, thanks for all your useful feedback. Points taken. As for this, I tried to get this done today. They asked for the original referral link I used. I provided it and then after a wait they said they could no longer change it because I had already accepted delivery. I would not be surprised one bit if a different person on a different day got a different result. I put my referral link in my sig. I figure that if I get one referral through it then I'm good and I don't have to worry about begging Tesla to do the right thing.
 

BitJam

Member
May 30, 2021
211
671
Silver City, NM
Thanks everyone for all the great feedback and support! I've read every post but I'm getting tired and I can't keep up with replies to them all. I take the criticism seriously and I intend to tighten and improve the email before sending it.

I'm amazed that anyone took the time to read it (all of it or some of it) and reply. Truly the best part of owning a Tesla is the great community of Tesla owners. I'm tired now but I'm feeling much better about the entire experience. Thank you all!
 

G2bme

Member
Jun 12, 2021
274
142
Los Angeles
I don’t know where you copy and pasted this from but the formatting makes this unbearable to read.

This is way too long, nobody is going to read that whole thing if they get a wall of text. Be more concise, say what the issues you have are and what you want to be done to resolve them. The details likes cute blue car going by are completely unnecessary.

And FYI the “folder” that is missing is literally a little paper bifold looking thing that holds the two keys for when you purchase the car. It’s made to be thrown away.
lol amen...i started reading the first 3 or 4 sentences and saw a lot more and just skipped to your comment.

TLTR
 
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