Hi,
I'm a new owner...purchased my brand new Model S90D in December with all the bells and whistles and have generally loved it except for what I just experienced. Wanted to share what happened in the hope that some folks may have ideas for how to handle it. In any event, I had an error message come on the other day relating to a chargeport door malfunction. I call up Tesla service and they agree to send someone to pick up the car and bring it in for the door to be replaced. They say they will have the car back to me in a day. So far I'm super impressed. I dont need them to pick up or drop off the car for me. I was close enough to do it myself and I told them that but they said it wasn't a big deal and didnt want to make me go out of my way.
Yesterday a flat bed tow truck comes to my building to pick up my car. We do a walk around to make sure no damage. We notice one small hairline scratch on the driver's side door and some paint swirling on the back passenger side door panel. The tow driver marks down on his inspection sheet only that there was a hairline scratch to the driver side door and I initial. Stupidly, I didnt ask for a copy and the driver didn't volunteer one. Other than this, its a brand new mint condition car (which I baby because obviously). I even gave the tow driver a $20 tip because I watched him carefully load the car onto the truck and do what appeared to be a good job of loading it and in the hope that he would be careful with the car.
Fast forward to today. I'm in an apartment building with valet garage attendants that I tip very well to take care of my car (its not a self park garage). They call me to let me know that the car just got back (driven / not towed and a later than promised but I dont really care) but there is a big dent in the rear bumper that they have never seen before. I also find some big deep scratches in other places and at least one nick to the interior leather. I call up Tesla and ask why they delivered a car that was damaged and they tell me that at least some of this damage was reported on the yellow inspection sheet that they got from the tow company when the car was delivered to them. They send me the yellow sheet and it doesn't have my initials at all and contains a description of damage that I didn't sign off on including a scratch to the front fender (never saw one before) and a scratch to the area where the dent appears. Tesla tells me that the dent is indicated on that yellow sheet so it "clearly" existed before the car was delivered to service. Obviously, what they sent me was completely different than what I signed off on and I tell them this but its like deaf ears and finger pointing at me and my garage attendants.
So, I'm thinking that something is definitely not right. I ask to speak to a supervisor and we go through the motions that maybe they will pay for some damage but not for the dent since it was preexisting. I ask if Telsa got any pictures that the tow company took since I observed the tow driver at all times before he left with the car and saw he took only one picture of the driver side door mini scratch which I signed off on. To my surprise, the supervisor said yes they have a picture from the tow company of the preexisting damage to the rear bumper. I ask whether the picture has date/time or geo location info but it doesn't. [I'm a former criminal defense lawyer]. Anyway, and here's the kicker, whoever took that picture that was trying to hide the fact that they caused the damage didn't do a good job since you can see in the picture in the car's paint's reflection the surrounding neighborhood where the car was when the picture was taken and its clearly not my neighborhood but the neighborhood (which I've been to before) right near the Tesla service center. I live in Manhattan and the service center is in Brooklyn near the shipping yards and lo and behold in the background of the picture you can clearly see shipping cranes and shipping containers, which is kind of funny except that now my car is freakin damaged. So its pretty obvious at this point that the tow driver took the picture after he left my building and probably right before he delivered the car to the service center which means he caused the damage and probably falsified the inspection sheet.
I pointed this out to Tesla and they finally stopped pointing the finger at me and offered to repair the bumper and some other scratches I noticed. But now I'm concerned that I dont know what caused this damage, there could be other damage that maybe Tesla won't repair, and I'm generally quite frustrated and the nice new car experience that I had before this is pretty much gone. I own the car and would appreciate any thoughts for how to handle this with Tesla or others.
Thanks
I'm a new owner...purchased my brand new Model S90D in December with all the bells and whistles and have generally loved it except for what I just experienced. Wanted to share what happened in the hope that some folks may have ideas for how to handle it. In any event, I had an error message come on the other day relating to a chargeport door malfunction. I call up Tesla service and they agree to send someone to pick up the car and bring it in for the door to be replaced. They say they will have the car back to me in a day. So far I'm super impressed. I dont need them to pick up or drop off the car for me. I was close enough to do it myself and I told them that but they said it wasn't a big deal and didnt want to make me go out of my way.
Yesterday a flat bed tow truck comes to my building to pick up my car. We do a walk around to make sure no damage. We notice one small hairline scratch on the driver's side door and some paint swirling on the back passenger side door panel. The tow driver marks down on his inspection sheet only that there was a hairline scratch to the driver side door and I initial. Stupidly, I didnt ask for a copy and the driver didn't volunteer one. Other than this, its a brand new mint condition car (which I baby because obviously). I even gave the tow driver a $20 tip because I watched him carefully load the car onto the truck and do what appeared to be a good job of loading it and in the hope that he would be careful with the car.
Fast forward to today. I'm in an apartment building with valet garage attendants that I tip very well to take care of my car (its not a self park garage). They call me to let me know that the car just got back (driven / not towed and a later than promised but I dont really care) but there is a big dent in the rear bumper that they have never seen before. I also find some big deep scratches in other places and at least one nick to the interior leather. I call up Tesla and ask why they delivered a car that was damaged and they tell me that at least some of this damage was reported on the yellow inspection sheet that they got from the tow company when the car was delivered to them. They send me the yellow sheet and it doesn't have my initials at all and contains a description of damage that I didn't sign off on including a scratch to the front fender (never saw one before) and a scratch to the area where the dent appears. Tesla tells me that the dent is indicated on that yellow sheet so it "clearly" existed before the car was delivered to service. Obviously, what they sent me was completely different than what I signed off on and I tell them this but its like deaf ears and finger pointing at me and my garage attendants.
So, I'm thinking that something is definitely not right. I ask to speak to a supervisor and we go through the motions that maybe they will pay for some damage but not for the dent since it was preexisting. I ask if Telsa got any pictures that the tow company took since I observed the tow driver at all times before he left with the car and saw he took only one picture of the driver side door mini scratch which I signed off on. To my surprise, the supervisor said yes they have a picture from the tow company of the preexisting damage to the rear bumper. I ask whether the picture has date/time or geo location info but it doesn't. [I'm a former criminal defense lawyer]. Anyway, and here's the kicker, whoever took that picture that was trying to hide the fact that they caused the damage didn't do a good job since you can see in the picture in the car's paint's reflection the surrounding neighborhood where the car was when the picture was taken and its clearly not my neighborhood but the neighborhood (which I've been to before) right near the Tesla service center. I live in Manhattan and the service center is in Brooklyn near the shipping yards and lo and behold in the background of the picture you can clearly see shipping cranes and shipping containers, which is kind of funny except that now my car is freakin damaged. So its pretty obvious at this point that the tow driver took the picture after he left my building and probably right before he delivered the car to the service center which means he caused the damage and probably falsified the inspection sheet.
I pointed this out to Tesla and they finally stopped pointing the finger at me and offered to repair the bumper and some other scratches I noticed. But now I'm concerned that I dont know what caused this damage, there could be other damage that maybe Tesla won't repair, and I'm generally quite frustrated and the nice new car experience that I had before this is pretty much gone. I own the car and would appreciate any thoughts for how to handle this with Tesla or others.
Thanks
