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Are DSA's incompetent or overworked?

Discussion in 'Model 3: Ordering, Production, Delivery' started by smatthew, Aug 10, 2018.

  1. smatthew

    smatthew Member

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    The experience with my Delivery Services Agent has been horrible. I'm wondering if this is par for the course, or abnormal.
    Issues I've experienced.
    DSA does not answer phone
    DSA's voicemail box is full
    DSA does not respond to all emails. If you get a response, it's at least 48 hours later.
    DSA offered delivery dates via phone and email but did not schedule delivery.
    DSA finally scheduled delivery leaving not enough time for the car to get prepped, so delivery cancelled. No re-scheduling available yet because my DSA has not responded to my email or contacted me.

    I vote incompetent.
    If you can't keep your voicemail working, turn off the voicemail.
    If you can't respond to emails in a timely manner you should be let go.
     
    • Like x 3
  2. C141medic

    C141medic Supporting Member

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    Or at least flogged.
     
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  3. smatthew

    smatthew Member

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    The beatings will continue until morale improves!

    edit: Just spoke to Tesla after waiting on hold for an hour. Yes, DSAs are slammed, but they claim the level of service I'm getting from my DSA is not normal.
     
  4. jdmasters

    jdmasters Member

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    with the unemployment levels, quite likely both.
     
  5. Mxbzz

    Mxbzz Member

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    Imagine having 100 clients to tend to at any given moment. You, the delivery advisor, are tasked to be the liaison between the factory, the service center, and the contracts department. The client, only sees you as their window of communication between all three moving pieces of the puzzle. Therefore, you get all the flack when the issue lies within one of the three other departments.

    Given an 8 hour work day, trying to chase down the bottleneck for each client and then relay that information (and probably getting interrupted numerous times on the phone when trying to type out that informative email response), or trying to get a hold of a client on the phone (chances are the client is at work, and the delivery advisor only works during business hours as well), it sounds like an extremely stressful job.

    I don't know if these delivery agents are measured in an SLA/some form of a metric, but I'd cut them some slack as from what I can tell, it's not as simple as tracking a package on their end. It's obvious Tesla is still fairly logistically unorganized. Sure, there are probably some bad delivery advisors in the bunch, but I'd wager that they are more overworked than incompetent.
     
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  6. mkspeedr

    mkspeedr Member

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    The turn over rate is very high.

    The bay area is saturated with Tesla buyers.
     
  7. boriszima

    boriszima Member

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    Perhaps ask him how many clients does he work at a time?
     
  8. IslandGirl

    IslandGirl Member

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    I was about to ask if you were picking it up at a store/service center but saw that you're in the Bay area so it's a delivery center. It seems being close to all the action has it's downside.

    With our first delivery our rep was great. It wasn't as busy. However, once she scheduled the delivery date, all my communications was with my delivery specialist. Mainly because I had called in to ask a question about delivery and when he pulled up my account he said he was my DS. He was also the one who moved my delivery date up when the car was do in a week earlier, then once again when it came in 2 days later than it was supposed to.

    We have an upcoming delivery and I haven't heard from our specialist since she called last week. I sent a couple emails but no reply and it's been a week. I called today to get something updated and the rep said they would get the message to her. My account was updated some time after.

    Yeah, they are super swamped. I'm currently not worried since I spent all my self inflicted angst on the last delivery.
     
  9. beachbum77

    beachbum77 Banned

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    You may have hit the nail on the head.

    The ISA should not be the one scheduling deliveries. It should be the Delivery Center only once they actually have the car, have inspected the car, and it is ready to be delivered. The ISA should just be the link with the contracts and transport people. Once the car is at your delivery center with contracts ready to be signed they are done. They should have no part in the scheduling and re-scheduling of screwed up deliveries because there would no longer be any.

    ELON! You reading this? This flawed system is causing a lot of turmoil and ruined experiences for your buyers. That is NOT a good thing.
     
  10. Gavyne

    Gavyne Member

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    Some could be incompetent, but most are all swamped. They're delivering way above capacity so they're pretty stretched to the limit. It really doesn't help though when people keep contacting them for things that take time, but they aren't things that help anybody. I know people who keep requesting for an update on their car during transit almost daily. Each time 1 person out of hundreds they are serving asks for a transit update, they gotta track down the car just to respond with "it's in transit". And we know logistics is currently a bottleneck for Tesla, so it probably takes more time than usual for them to track down a car in transit.

    Now multiply that request by a factor of 100's, daily, and for each person you +1 email and +1 voice mail because leaving 1 contact method isn't enough for most people. And this is just tracking down a car in transit request lol. There's no excuse for them to be this swamped but I kinda see it as growing pain. Tesla's expanding rapidly and some parts are gonna hurt for awhile until they train enough people to cover the load.
     
  11. S4WRXTTCS

    S4WRXTTCS Active Member

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    The question I asked support went unanswered.

    The question I asked someone I previously talked to at Tesla (some customer retention specialist or something like that) went unanswered. It was going to come back as a no anyways as I asked him if they would extend my resale guarantee for a few months (so I could trade it in for the 3 to reduce the sales tax owed).

    The only one at Tesla that gets back to me promptly/consistently is the service department.
     
  12. AnarchyEOD

    AnarchyEOD Member

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    Call your delivery location... they might have a date and time for you. Mine did. ;)
     
  13. Big Dog

    Big Dog Member

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    why can't they be both overworked AND incompetent?
     
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  14. smatthew

    smatthew Member

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    Perhaps they're all overworked, leading to the less-than-competent ones getting in way over their heads.

    Delivery needs to be the next department Elon revamps for increased volume.
     
  15. tpham07

    tpham07 Active Member

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  16. smatthew

    smatthew Member

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    Read it - I'm not asking "Where in transit is my car?". I'm asking "Can you re-schedule my delivery since Tesla logistics didn't make my delivery happen". And absolutely no response.
     
  17. rjcbox

    rjcbox Member

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    This.
     
  18. notAnExpert

    notAnExpert Member

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    Reading a lot of similar posts, I think they are overworked. I think the issue is Tesla as an organization is, at this point, not equipped to offer a smooth delivery experience to all those who ordered. In fact, I’m holding back on ordering a Model 3 until I see less posts like yours.

    On the other hand, I have had nothing but a responsive and positive experience with my “Owner Advisor” in the Palo Alto store. He has been excellent in helping me with a test drive, answering a lot of questions, and help navigate a trade-in. He emails/calls/texts me promptly with everything I need help with.

    I brought up my delivery concerns with him after reading posts on forums. He said that owner advisors are not in the process flow once the order is placed, but he promised to be my point of contact and find out order status, etc. if the normal ISA channel doesn’t respond. He asked me to provide him the order information and that he would keep an eye. As you are in the Bay Area and close to so many stores, have you tried contacting them to see if you find a responsive owner advisor who can help?
     
  19. Trevor B

    Trevor B Member

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    Good idea. How do I go about finding an owner advisor in the SF store?
     
  20. Trevor B

    Trevor B Member

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    Not my problem ... Tesla is a multibillion $ company, not some mom & pop operation to cut them slack :rolleyes:
     
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