I have been driving my Model S for 4 years but I still remember my delivery experience which was very nice, done by well prepared staff in service center, smooth and pleasant.
Today I was supposed to pickup my AWD Model 3, but did not work out. The whole communication leading up to the failed delivery was already total chaos. Let me lay out the whole story:
0. I was a day-1 reservation holder who lined up at the store on the day the reservations opened up (March 31 2016), two and a half years ago. Having a Model S was also supposed to give me priority in the waiting list, but we all know how that got ignored along the way through production hell and changed to "whoever wants to pickup what we have now" type of queue.
1. I got an email in April 2018, that I can configure my car if I want the LR-PUP-RWD version. I indicated that I want to wait for the AWD version.
2. Next email in June 2018 informed me, that now I can configure the AWD, so I did and got an estimated time-frame of 3-5 months, i.e. Sept-Nov range.
3. On Sept 11, I got an email from Delivery Specialist BV that my car will be available between Sept 26-30 to be picked up from the Oakville Tesla location and I should choose a date. I replied that I'd like to pick it up on the 29th (thats today), and asked if I could add EAP to the config which I did not have on originally. Since it is a software-only option I hoped it does not affect delivery.
4. On Sept 15, four days later, I got another email from a different delivery specialist PK, telling me that my car will be available for pickup on the first week of October in Mississauga. I replied (within hours) to both of them asking for clarification which date and location is the correct, considering the conflicting information I am getting from them, also asked again about the possibility to add EAP.
5. On Sept 24 late night (with no reply from either BV or PK to my emails in the meantime), I got a text message on my phone from a third delivery specialist DP, telling me that my car will be available on Sept 29 at Mississauga (so a new third combination of date and location) and I could choose from 2 time-slots either 11:30am or 5:30pm. I replied both in text and email that I would prefer 11:30 -- did not mention EAP to him, due to the short time-frame left I did not want to complicate it anymore.
6. On Sept 25 I got an email from DP that my delivery is confirmed for Sept 29 11:30am at the Mississauga location. I asked for the exact name I should put on the Bank draft as "payable to".
7. On Sept 27, I got a response from PK (this is the 2nd DP, not the third who confirmed the delivery) that I should make the cheque payable to "Tesla Motors Canada ULC". So I went into the Bank and got the bank draft for the balance as shown on my-Tesla web site for my order (which did not include the EAP).
8. On Sept 28 I got another email from PK, that he added EAP, and I need to go online to the my-Tesla site and confirm it. I saw the price has changed EAP was added, confirmed it and went back to the Bank to get another draft.
9. On Sept 29 (today) at 1am I got notification that my delivery was re-scheduled to 10:30am, so an hour earlier (with less than ten hour notice).
10. I have showed up at the delivery center at 10:30, checked in, got my information entered into their computer and was told to wait until called.
11. While waiting I checked my phone and saw I got another email from WP (a delivery manager) telling me that hey are not able to prepare my vehicle for delivery today and need to re-schedule. I asked a delivery specialist running around the waiting room to confirm whether i should go home and wait for the re-schedule or stay and may get my car today. He never came back to me.
12. An hour later I talked to John Dixon from the Tesla Owner's Club (not a Tesla employee, an owner-enthusiast who was there to help voluntarily), who managed to find out for me that my car has not yet arrived to the delivery center, so there is no point for me to stick around.
So, delivery is a complete mess of miss-communication. I found out that they did deliver ~130 cars yesterday at this location and planning to deliver ~300 today, while having about 500 cars in the parking lot, so there is enough left for tomorrow too.