Cancelled my MS order out of frustration

[duggadugga]

Before I go on this rant, big shout-out to everyone on this forum who is just so awesomely helpful. So much better than Tesla's actual "customer service". I swear if Tesla fired their top 10 customer service people and replaced them with random people from this message board, they'd probably sell more product.

Timeline of events:

10/18 I order my MS. Yay! So much excite! Hm weird, the Tesla Canada website says that they will do home delivery, but I am not given that option at checkout. Oh well, I will confirm and sort it out later. Squee!

10/23 No one has contacted me yet, so I call the local service center. They say someone will call me back tomorrow.

10/24, 10/25: I sit by my phone like a teenage girl in an 80s movie waiting for a call from her crush

10/26: I get a text back that they will not do home delivery.

10/26, 4 minutes later: I write back, send a screenshot of the web page where they say they will deliver to my house because I am the eligible distance away.

10/26-11/24: absolutely no communication

11/25: An automated text saying that delivery is 2-5 weeks out.

11/25, a few minutes later: me saying does "delivery" mean to my home address as advertised?

11/26, after no one has answered me: "Hello, does anyone staff this phone number?"

11/26: someone responds "we do not offer home deliveries due to the covid restrictions in place. We will be in touch."

Now, putting aside this nonsense about COVID (how could going into a showroom be more COVID-safe than having a truck drop off a car at my house), it's appalling they won't honour what was on their own website.

I realize that driving is part of the fun and honestly if they had not has this on their website, I would just make the drive to Vancouver and enjoy the drive back. But it is winter, we are in partial lockdown, and the roads are somewhat dangerous. Oh yeah and I'm buying a $100k car. The failure to respond for weeks on end, the bitchy tone.... I'm sorry, but one of the big reasons I'm even able to afford a Tesla was because I had a career as a professional executive in the customer service industry, so I can't abide this.

I'm so disappointing that I will be missing out on driving this amazing car because the customer service organization seems to be just poisoned and indifferent from top to bottom.

Thanks for reading, and thanks again to the people on this amazing forum. You guys are the real customer service heroes and it's unfortunate that Tesla takes advantage of your enthusiasm to offer up this sorry-ass excuse for service.

I hope to join the family one day, just not today.

 

[ucmndd]

Ok.

 

[Alysashley79]

Just want to say I’m sorry you had this experience.

I also have to point out...when you take delivery at the service center it’s contactless. You don’t actually go inside. They come out. You sign the docs socially distanced they give you the keys and do a walk around. If any issues you schedule immediately through the app.

I don’t know if someone didn’t point this out to you...they should have. The service center can’t actually do anything to assist you with the situation until you take delivery of the vehicle. A delivery specialist should be the one to help you with this.

 

[VT_EE]

If you are looking for decent responsiveness, this is the wrong company for you. You order, you wait, you take delivery when and how they want. Otherwise, no soup for you.

 

[glide]

You made the right decision, OP. Hopefully more people like you will follow suit and Tesla will start to get their house in order.

I have never seen a company treat their customers as shamefully as Tesla and manage to stay in business very long.

 

[AMPd]

You made the right decision, OP. Hopefully more people like you will follow suit and Tesla will start to get their house in order.

I have never seen a company treat their customers as shamefully as Tesla and manage to stay in business very long.

Couldn’t agree more.

 

[COS Blue]

when you take delivery at the service center it’s contactless. You don’t actually go inside.

This was not my experience (5 weeks ago, in Denver). I had to go inside to sign papers. Perhaps they would have brought them outside had I asked, and I think I had the option to do contactless pickup after hours, but I wanted someone to be there in case there were issues.

 

[Alysashley79]

This was not my experience (5 weeks ago, in Denver). I had to go inside to sign papers. Perhaps they would have brought them outside had I asked, and I think I had the option to do contactless pickup after hours, but I wanted someone to be there in case there were issues.

Maybe it’s different state to state. (Because of covid) all our businesses operate at no more than 25% capacity inside. Which means no customers allowed inside.
I agree with you that I wouldn’t do it after hours either. I’d want them to be there. Just not breathing on me.

and guys cmon. Is Tesla’s customer service what it used to be NO! Are they the worst out there. Nope. The Ford dealerships in our area are terrible. (And before someone says you can’t compare a Tesla to Ford. My truck retailed around $70k so I can) Amp’d I know you’ve been around since the early days circa 2013 ish? My guess is the ones that complain the most are those of us that have been here since the beginning when they’d basically roll out the red carpet as you arrived for service.

 

[Uncle Paul]

Tesla, like everybody else, is constantly adapting to the reality of Covid. While their policy previously promoted home delivery, they must have recently revamped their proceedures.

They are not doing this to lose customers, but to respond to many governmental policies.

No need for lots of drama. You will need to go to your local delivery center to pick up your car and sign final documents.

They will contact as your deliver time gets near to collect their necessary information and schedule a pick up time for your delivery.

That your area is in partial lockdown and the roads are somewhat dangerous also might be one of the reason they are currently not providing home delivery service.

Understand you would prefer home delivery, but alas...

 

[AMPd]

Tesla, like everybody else, is constantly adapting to the reality of Covid. While their policy previously promoted home delivery, they must have recently revamped their proceedures.

They are not doing this to lose customers, but to respond to many governmental policies.

No need for lots of drama. You will need to go to your local delivery center to pick up your car and sign final documents.

They will contact as your deliver time gets near to collect their necessary information and schedule a pick up time for your delivery.

That your area is in partial lockdown and the roads are somewhat dangerous also might be one of the reason they are currently not providing home delivery service.

Understand you would prefer home delivery, but alas...

Oh stop! Not returning calls is because of covid? No, you know it’s not, but I guess you gotta keep your fanboy status intact.

Maybe it’s different state to state. (Because of covid) all our businesses operate at no more than 25% capacity inside. Which means no customers allowed inside.
I agree with you that I wouldn’t do it after hours either. I’d want them to be there. Just not breathing on me.

and guys cmon. Is Tesla’s customer service what it used to be NO! Are they the worst out there. Nope. The Ford dealerships in our area are terrible. (And before someone says you can’t compare a Tesla to Ford. My truck retailed around $70k so I can) Amp’d I know you’ve been around since the early days circa 2013 ish? My guess is the ones that complain the most are those of us that have been here since the beginning when they’d basically roll out the red carpet as you arrived for service.

My last pick up was in 2015 so I can’t complain about deliveries as it was an awesome experience.
However I can certainly agree with the op and others who dislike the current experience because if I were in their shoes I wouldn’t be happy either. It’s no secret Tesla customer service and interaction with customers as a whole leaves a lot to be desired. The employees seem to put in the minimal effort to keep their job and that’s it.

Edit: also although I do like to be pampered, I’m not interested in a red carpet roll out, however the current service system is way on the other side of the spectrum. Certainly there has to be a middle ground.

 

[Uncle Paul]

Tesla is known for not doing constant updates. Typically goes radio silent until delivery details are locked in. They avoid back and forth communications.

 

[AMPd]

Tesla is known for not doing constant updates. Typically goes radio silent until delivery details are locked in. They avoid back and forth communications.

Tesla is such a forward thinking company they adapted covid restrictions years before we even had a covid outbreak! Tesla da best!

 

[drtimhill]

You made the right decision, OP. Hopefully more people like you will follow suit and Tesla will start to get their house in order.

I have never seen a company treat their customers as shamefully as Tesla and manage to stay in business very long.

Sadly I agree .. Tesla have great cars but have the (sadly common) attitude of a newly successful company ... they take their customers for granted. At the moment, they have no real competition (and yes, I know about X company about to ship Y car), but when it comes (and it will), they will either have to change or get pushed aside.

 

[Zythryn]

I completely understand, and am bummed it didn't work out.
I would ask that you send, if you haven't already, that feedback to both your local store as well as Tesla corporate.

While the cars are phenomenal, they need to get their act together with regards to proper communication!

 

[RLC3]

Maybe it depends where you are. I am in Portland, and the delivery and service here have been outstanding. MS in 2017, MX 5 months ago. Customer service has always been good, and the service center has been as well.

That said, it would indeed be lovely if the service were good everywhere.

 

[ucmndd]

If I’m reading your timeline right, it seems like they gave you a definitive answer a week after you ordered... you just didn’t like it and were hoping they’d yield?

 

[BrandX]

you just didn’t like it and were hoping they’d yield?

Or to put it differently, the OP didn't understand why Tesla wouldn't do what they promised on the website.

 

[ucmndd]

Or to put it differently, the OP didn't understand why Tesla wouldn't do what they promised on the website.

I don’t think “promised” means what you think it does.

At any rate, the fact that we’re in the middle of a once-in-a-lifetime pandemic would seem to be a reasonable excuse to suspend such activities, which is what OP was told a week after they ordered.

Inconvenient, sure. And I understand and agree with the general frustration with Tesla’s customer service organization. But in this case it seemed they communicated expectations to the OP pretty clearly.

Tesla Canada changes Carrier Direct policy and ends home delivery [Update] - Drive Tesla Canada

 

[aerodyne]

Perhaps it's all for the best. What if the OP had bought the car, and had a valid service issue? That would be a wake up call for sure...

 

[ucmndd]

Perhaps it's all for the best. What if the OP had bought the car, and had a valid service issue? That would be a wake up call for sure...

True story. Mobile service can’t do everything, and if OP doesn’t want to drive 400km to Vancouver for a task most consider fun, they’re gonna really loathe doing so to get something fixed.