Are Europeans that unimportant that they can be handled as 2nd Class Customers?

[CK_Stuggi]

Just looking at the changes of the design Center in the last week goes to show how unprofessional Tesla is terms of internal and external communication. How hard can it be to 1. Decide on the changes. 2. Brief your representatives on them. 3. Inform customers with cars not yet in production, if affected. 4. Swap out the old website against the new and be done with it.

How it works right now it seems like the decision makers make a decision, implement it before anybody tests it and then change their mind. All on the live company website, leading to questions of customers which the DSs don't have answers for add they have no further info either. THAT'S unprofessional, growing and reinvesting or not.

 

[kseitzberg]

I totally agree that the communication is very limited if even existing.

With regards to the missing automated chargeport I will take it all the way. We have been promised chargeports that could open and close electronically. Having experienced several times this winter that my port was frozen, this is one of the features that I expected to make a difference. Have also been informed that a retrofit is not possible. As I have been employed with a law firm for 12 years, I have many good contacts, and if Tesla is not willing to either install a new chargeport or compensate for the missing item, I will have one of my old colleagues to contact Tesla, and take it all the way.

So far I have been very supporting (and still is), and have a super good relationship with Tesla in Denmark - visiting the office almost weekly to get a cup of coffee, when in the area.

If they just had informed us about this issue before delivery, it would make a difference. However with no communication at all I fully understand why they have lots of problems.

Currently communicating with the Nordic management, as well as the management in US, on both the issue concerning the chargeport, but also with regards to the poor quality of deliveries in Europe, and the poor condition that the cars arrive in.

I love my 2 TMS'es and Tesla as a company, however now is the time to get professional!

Start communicating, deliver top quality, inform and fix the existing problems with the cars already on the street, and focus on getting the existing products perfect instead of launching changes all the time.

 

[CK_Stuggi]

I mean, come on, how hard can it be to design the two charge ports concurrently?
The statement that it will be several months before they become available tells me TM didn't think of the EU customers at all when they designed this, as that statement only came several months after the feature was announced. Which falls straight in line with the thread topic.

To all those doubting the poor condition in which cars arrive in Germany, I have seer both the pictures Venomtoxic took and personally seen a car that freshly arrived at the SeC. It was appalling.
Consider this: the cars are transported to NYC harbor by train, then shipped to the Netherlands, assembled there (customs thing) and then transported on an open trailer to the service centers. There they have to be polished.

Many people in Europe take their cars for paint coating and treatment first thing after delivery. As will I. it's an extra 1000€ and a 4 day vacation but I hope it will take care of the poor paint I've read so much about.

Our US friends may also remember that we have to pay customs on top of the purchase price, pushing the final bill significantly over what a Model S is in the US. This is not TMs fault, of course, but they would be stupid to disregard EU customers being willing to pay significantly more.
That's why they should make sure to provide the same level of service and customer satisfaction.

All that said I can't wait for my June delivery. Which would mean my VIN 795xx should enter production these days or it won't make it across the pond by the end of the oh-so-unimportant quarter 2.

Sent from my SM-N910F using Forum Fiend v1.3.3.

 

[CK_Stuggi]

To be fair, the car I personally saw at the SeC was fresh off the trailer and when delivered/handed over two days later, the lucky new owner reported it in pristine flawless condition (both are members of a German tesla drivers forum).

Sent from my SM-N910F using Forum Fiend v1.3.3.

 

[PAT]

I also took delivery of my P85D about two weeks ago in switzerland of course with the same frustrating experience regarding the charge port. However the rest of the car was close to flawless and had much improved since the beginning and also since my last delivery of the P85+ one year ago. Bottom line I would agree that Tesla needs to improve communication to customers. It is also frustrating to the service center staff as they get to know many new things by us customers through forums like this.

 

[Glitch]

I also took delivery of my P85D about two weeks ago in switzerland of course with the same frustrating experience regarding the charge port. However the rest of the car was close to flawless and had much improved since the beginning and also since my last delivery of the P85+ one year ago. Bottom line I would agree that Tesla needs to improve communication to customers. It is also frustrating to the service center staff as they get to know many new things by us customers through forums like this.

But what did they say when you mentioned it???

Me 2 will bring the car to the detailer it will be wrapped completely in Xpel.

 

[PAT]

But what did they say when you mentioned it???

Me 2 will bring the car to the detailer it will be wrapped completely in Xpel.

They told me that at this point they can not confirm or rule out that the automated chargeport will/can be retrofitted.

 

[neroden]

i asked Jerome Guillen about the promised Autoclose chargeport and that is his reply that really made me feeling like a 2nd class customer as a european citizen:

Thank you for your note. The power charge port door is not yet available in Europe. It will not be ready for several months. This is not a retrofittable feature.

I understand that this might be disappointing news. The designs are not compatible.

Many thanks for your continued support.

I would not be that unhappy if they would have told us that this is an US customer only feature. It was promised for every dual motor Model S.
And even making that not retrofittable should be enough to think about starting a lawsuit. :cursing:

If I had been in your position, I would have refused acceptance of the car for not having the feature you expected. Insist that they manufacture and deliver another one. At point of delivery, that's your right and Tesla should go along with it in order to provide proper customer service. (They can always sell the car as an inventory car.)

It really is appalling communication on Tesla's part.

 

[CK_Stuggi]

Oh and as my DS just told me, no Premium Rear Consoles for EU customers either. So no chance for an armrest and decent cupholders for rear seats in my 110K € car. Dafuq?

 

[Ames]

Oh and as my DS just told me, no Premium Rear Consoles for EU customers either. So no chance for an armrest and decent cupholders for rear seats in my 110K € car. Dafuq?

I ordered the executive rear seating package to a) get a rear console, b) avoid floor mounted cup holders, and c) avoid the ugly center rear headrest...

 

[felixtb]

I ordered the executive rear seating package to a) get a rear console, b) avoid floor mounted cup holders, and c) avoid the ugly center rear headrest...

and D to avoid too many kids in the car......

 

[CK_Stuggi]

Well my point was if you want a) and b) but not the executive rear seats, you can get the premium rear console as an add-on - UNLESS you're a EU customer.
Seriously, why not offer it to EU customers, for what it's worth I'd even pay DHL shipping and stuff. Shouldn't be an issue!

 

[Brunel]

Sorry for reopening this thread, but has anyone heard any more news on whether a retrofit option for the auto close charge port door is going to happen?

 

[AGT Tactical]

I just took delivery of my P85D today - One of the first in Germany because US customers get their delivery first and much faster. Also it seems that the automatic closing Charger Port wont get delivered in Europe -> i see this as a lie to the customers as that feature is stated by Tesla itself on their blog for the P85D. Also some parts of my car were that scratched or defective that i have to make an appointment were they try to fix those issues but i was also told that one bubble in my cars Paint will stay and that i have to cope with that. i have to drive there on my vacation and get a loaner for that. I think that is not really acceptable but after waiting 5 months for that car i dont know what to do other than hope that they can fix that in some way. i have never bought an car expensive that was in that kind of state....
I guess the US people are taken much more care of.

I've had two Tesla's delivered in the last year here in the US. Both cars were perfect. The Service Center prep work and delivery, (done by Americans) was perfect. So since you brought the subject up, perhaps the real problem is with the Europeans on your end. You see, I was an exchange student in Europe years ago, and I've lived in 5 different European countries since then. My wife is Danish, and we were married in Helsingsor. She'll be the first to tell you that people treat other people's expensive cars differently over there. Often I noticed that some Europeans would look at a nice car with envy, and even hatred of the owner. My own Danish nephew has complained about my Telsa (what do you need that for). But over here, most people appreciate a nice car, believing that even if they can't afford one now, they might in the future. So, perhaps instead of "unfair treatment by Tesla" you've been the victim of your own people, e.g. the European delivery guy who "accidentally" nicks the cars with a chain during unloading, or the socialist detailer who thinks its unfair that anyone can spend so much on a car. Just saying...I've seen it.

 

[BoerumHill]

Just looking at the changes of the design Center in the last week goes to show how unprofessional Tesla is terms of internal and external communication. How hard can it be to 1. Decide on the changes. 2. Brief your representatives on them. 3. Inform customers with cars not yet in production, if affected. 4. Swap out the old website against the new and be done with it.

How it works right now it seems like the decision makers make a decision, implement it before anybody tests it and then change their mind. All on the live company website, leading to questions of customers which the DSs don't have answers for add they have no further info either. THAT'S unprofessional, growing and reinvesting or not.

Their communication style & fire drill approach to problem solving is like an immature company stuck in perpetual start up mode. ANY decision is valued over measures consideration; we'll just course correct later if it doesn't work.

Elton has zero experience running a mature company.

 

[grahamsimmonds]

I've had two Tesla's delivered in the last year here in the US. Both cars were perfect. The Service Center prep work and delivery, (done by Americans) was perfect. So since you brought the subject up, perhaps the real problem is with the Europeans on your end. You see, I was an exchange student in Europe years ago, and I've lived in 5 different European countries since then. My wife is Danish, and we were married in Helsingsor. She'll be the first to tell you that people treat other people's expensive cars differently over there. Often I noticed that some Europeans would look at a nice car with envy, and even hatred of the owner. My own Danish nephew has complained about my Telsa (what do you need that for). But over here, most people appreciate a nice car, believing that even if they can't afford one now, they might in the future. So, perhaps instead of "unfair treatment by Tesla" you've been the victim of your own people, e.g. the European delivery guy who "accidentally" nicks the cars with a chain during unloading, or the socialist detailer who thinks its unfair that anyone can spend so much on a car. Just saying...I've seen it.

What a ridiculous thing to write! It's one thing making massive generalisations about a country but a whole continent!!? I think you should do yourself a favour and get in a plane and visit some of these countries. You might find that each of those countries are filled with people who are each very different. I don't think the U.S. has any better customer service than anywhere else in the World. You just stick "Have a nice day" at the end of each conversation. Oh there I go making an incorrect massive generalisation as well!

 

[thegruf]

... So, perhaps instead of "unfair treatment by Tesla" you've been the victim of your own people, e.g. the European delivery guy who "accidentally" nicks the cars with a chain during unloading, or the socialist detailer who thinks its unfair that anyone can spend so much on a car. Just saying...I've seen it.

That's an unwarranted, untrue and frankly an offensive generalisation

 

[AnxietyRanger]

I've had two Tesla's delivered in the last year here in the US. Both cars were perfect. The Service Center prep work and delivery, (done by Americans) was perfect. So since you brought the subject up, perhaps the real problem is with the Europeans on your end. You see, I was an exchange student in Europe years ago, and I've lived in 5 different European countries since then. My wife is Danish, and we were married in Helsingsor. She'll be the first to tell you that people treat other people's expensive cars differently over there. Often I noticed that some Europeans would look at a nice car with envy, and even hatred of the owner. My own Danish nephew has complained about my Telsa (what do you need that for). But over here, most people appreciate a nice car, believing that even if they can't afford one now, they might in the future. So, perhaps instead of "unfair treatment by Tesla" you've been the victim of your own people, e.g. the European delivery guy who "accidentally" nicks the cars with a chain during unloading, or the socialist detailer who thinks its unfair that anyone can spend so much on a car. Just saying...I've seen it.

I won't jump on the bandwagon of being offended, because there surely is some cultural truth to this as well - and we all generalize from time to time - (although all this may differ greatly from location to location, Europe on the whole is quite diverse), but Tesla would still be responsible for the "socialist detailer" they use.

In my experience Northern Europeans, which I'd include Germans and UK in as well, are generally fairly honest folk. They may grumble and try to levy taxes on you, but are also quite rule oriented, perhaps even to a fault. Vandalism isn't really their cup of tea.

I seriously doubt many luxury cars delivered in Northern Europe get vandalized prior to delivery. That certainly has never been my experience.

 

[Glitch]

Well my point was if you want a) and b) but not the executive rear seats, you can get the premium rear console as an add-on - UNLESS you're a EU customer.
Seriously, why not offer it to EU customers, for what it's worth I'd even pay DHL shipping and stuff. Shouldn't be an issue!

It is possible that EU law prohibits certain things. One thing for example the rear facing seats in the US they have the breast strap for the kids but the EU models don't have this due to law and that you should be able to open the seatbelt with 1 hand. It is possible there are other insane laws that prevents Tesla for certain deliveries.

 

[CK_Stuggi]

And there's no LTE upgrade in sight for Europe. No upgrade planned at all. Can't be hard to find a suitable modem for EU frequencies, but someone has to bother. Especially in Germany Telefonica (the EU contractor) has a sh*tty 3G network and will only expand its 4G network.
So we're stuck with this nice car and crappy reception in Germany.