cancelled my order

[PDFS]

I’m not sure why you have to keep bugging the DS until the car is ready

Because you are given a delivery date but do not have a bottom line and my Bank USAA required paperwork and we were told it would come from DS. I also needed to sell securities do I needed a bottom line so I would know how much to sell

I know first world problems but buying a Tesla is a want not a need. For a want it should be fun. If Tesla doesn’t want DS involved then they should assign someone else. As an early supporter purchaser of a Tedla this current experience was horrible whereas I wrote letters the first time about how great the people were when I bought the first one

 

[AMPd]

The BoD needs to grow some and replace Musk as CEO. He's great when it comes to start-ups and concepts, but horrible when it comes to running a maturing company, especially the customer service aspect.

Unless it changes significantly, I won't be buying a second Tesla.

Or they can hire someone to oversee the customer service department

 

[dannycamps]

Or they can hire someone to oversee the customer service department

They just need someone to coordinate the efforts from order to delivery. The employees appear to be all over the country which makes it complicated to conduct good follow-up with customers.

My sales advisor was in CA (I think). The delivery advisor was somewhere else, and the service center was on the east coast. When I scheduled the delivery appointment, I had to call and reschedule due to a time conflict.

I spoke with the delivery advisor who said she would update the appointment in the system. When the service center called a few days later to confirm the appointment, they had no idea the time was changed.

 

[Uncle Paul]

It is totally normal for Tesla to go Radio Silence after the order is posted. They will not reconnect until they have your car in hand and gone through final inspections.

They do not have time for idle chit chat, and frequent back and forth. Takes tons of time and some customers will grind ever little detail, driving the advisors crazy.

Just place your order and wait till they contact you with a request for funding information. They will gather the information they need to register the car, arrange for financing and delivery.

 

[seattlite2004]

I thought Tesla was a tech company? Tech the sh1t out of the ordering/shipping/delivery information process like amazon or any other online reseller and shipping company. No need for humans...just automated tracking...email, text or pull from tesla.com. Maybe they are too busy writing code for the neural network and can't and should not be bothered be bothered with the customer experience.

 

[Barry]

Or they can hire someone to oversee the customer service department

You mean like the way the way they are supposed to control his online comments?

Seriously, JOn McNeil was very helpful that way, but he was a victim of the mass executive exodus..

 

[dabbler]

I think I would just place the order with a deposit and wait for Tesla to contact me when they have the vehicle and request payment. If they expect the customer to wait and be on their schedule, then they should be prepared to wait for the customer ( on their schedule) to complete the transaction. People are motivated only by actions that have a direct effect on them.

 

[aerodyne]

I think I would just place the order with a deposit and wait for Tesla to contact me when they have the vehicle and request payment. If they expect the customer to wait and be on their schedule, then they should be prepared to wait for the customer ( on their schedule) to complete the transaction. People are motivated only by actions that have a direct effect on them.

Good point...and I might add, you can't change people, but you CAN modify their behavior....

 

[Tarzan_fi]

I am about to cancel as well, because of the updates late last week. Will reorder the new version.

 

[Downtown]

Totally agree. I think Tesla is where it is on customer service due mainly to:

1. Lack of Alternatives. As said here, what else are you going to buy? I am skeptical that legacy car companies even Porsche/Audi will want to do something game changing in short to medium term rather than allowing time to transition from their much bigger and profitable gas car business. Makes sense for now - Tesla is not profitable! The lack of competition means Tesla for now can and will prioritize its many other challenges.

2. Profitability and Cash Flow. I understand once upon a time when Tesla did not have Model 3 and the related challenges of increase in volume and cash burn, it provided great customer service. Easier to do that when you are a startup with smaller numbers of customers and cars to deal with. Shows that they are not inherently down on customer service and if there is real competition and people are actually not buying the cars in numbers rather than just complaining then they can fix.

3. Crazy Customers. It is wonderful to have customers who are obsessed with your product, brand and CEO. This does mean there is a certain percentage of buyers that are focused on details about car and the buying experience that most car companies do not have to deal with so the already underresourced Tesla customer reps deal with an intense client base. My guess is like most things 20% of the buyers ask 80% of the questions and generate a ton of “stuff” to respond to.

Bottom line, wonderful car I would not trade for anything else but the customer experience (for some) will suck more than it has to.

Sorry for your experience. Problem for the customer - and the only thing that keeps Tesla alive - is that there is really no "Tesla-killer". One by one the competing EVs disappoint in terms of range, efficiency, pleasure to drive, or a combination thereof. I have a deposit for the Taycan, but if the range is not around 300 I will look at the refreshed model S next year.

Instead of talking sci-fi about robotaxis, for 2019-2020 Tesla should get serious about fixing the customer experience. I would rate my P85D ordering / delivery a 10 (everything as people on this forum were describing - a new experience in buying a car), my first 3 (LR RWD) a 9 (OK, no surprises, but not much enthusiasm), my second 3 (P3D-) a 4 (audio system working intermittently, chaos at delivery center).

The cars are awesome, but there is only so much patience and good will in any customer.

 

[PDFS]

Totally agree. I think Tesla is where it is on customer service due mainly to:

1. Lack of Alternatives. As said here, what else are you going to buy? I am skeptical that legacy car companies even Porsche/Audi will want to do something game changing in short to medium term rather than allowing time to transition from their much bigger and profitable gas car business. Makes sense for now - Tesla is not profitable! The lack of competition means Tesla for now can and will prioritize its many other challenges.

2. Profitability and Cash Flow. I understand once upon a time when Tesla did not have Model 3 and the related challenges of increase in volume and cash burn, it provided great customer service. Easier to do that when you are a startup with smaller numbers of customers and cars to deal with. Shows that they are not inherently down on customer service and if there is real competition and people are actually not buying the cars in numbers rather than just complaining then they can fix.

3. Crazy Customers. It is wonderful to have customers who are obsessed with your product, brand and CEO. This does mean there is a certain percentage of buyers that are focused on details about car and the buying experience that most car companies do not have to deal with so the already underresourced Tesla customer reps deal with an intense client base. My guess is like most things 20% of the buyers ask 80% of the questions and generate a ton of “stuff” to respond to.

Bottom line, wonderful car I would not trade for anything else but the customer experience (for some) will suck more than it has to.

I know I asked a lot of questions and was very demanding

My questions were. What is the final price/bottom line
Can you please complete the form for my Bank

 

[Downtown]

I know I asked a lot of questions and was very demanding

My questions were. What is the final price/bottom line
Can you please complete the form for my Bank

Outrageous

 

[jeffro01]

I cancelled my order this morning after repeated failures by the delivery specialist to respond to telephone calls, emails and my visits to the Delivery center with questions. This would have been my second Model S. What I really find hard to believe is that no one seemed to care that I was an unhappy customer. How can a company make such a great car but do such a lousy job at customer service? I sent in an email to the Delivery Specialist informing him why I was unhappy and cancelling my order. He immediately cancelled the order but never reached out to even attempt to salvage the sale.

Pretty typical Tesla these days... At least you weren't directly lied to as I was which cost me a pretty penny during my lease swap...

Tesla's slogan should be: Tesla - Great cars, Incompetent and Corrupt Company

Jeff

 

[PDFS]

I have to give some credit Tesla my deposit was refunded today. Cancelled Friday and deposit refunded next business day. To bad they could not have been as responsive in delivery. The other thing that surprises me is no calls emails or texts. It would not have taken much to keep me as a customer or to rescind the cancel demand. Good luck to the rest of you and I hope your buying experience is great. You will love your car

 

[Dan Baldwin]

Pretty typical Tesla these days... At least you weren't directly lied to as I was which cost me a pretty penny during my lease swap...

Tesla's slogan should be: Tesla - Great cars, Incompetent and Corrupt Company

Jeff

I don't know about Corrupt, but you are right-on regarding everything else. The level of Incompetence is nightmarish and is getting closer and closer to completely bespoiling the magnificence of the car itself.

 

[PDFS]

Well I got over my anger and still missed driving a Tesla. I spoke with the local OA and told her what I was looking for. I also watched EV-CPO, Teslacpo.io and Teslainventory.stats. The OA called me about three weeks ago with a 2018 (November build) red MS100D with cream interior and carbon fiber decor for $76,800. It also had FSD. I told her to go ahead and order it. She did not know about my previous problems with the previous order. She stayed in touch with me letting me know what was going on. I took delivery last Friday and love the car as much as I loved my previous MS70. The Delivery guys were not very good they only called me twice once to cancel the initial scheduled delivery and once to confirm the second delivery. I had to ask for a bottom line and they did not fill out the bank's form until day of delivery so they did not get their money for a day or two later. On the day of delivery I had to wait for over an hour after my appointment to be taken care of because the Delivery specialist was delivering a car to another buyer and they kept him busy. I think it was their first Tesla. The delivery specialist that actually delivered the car to me was very good. He was not the DS that called me previously.

The car I got was never listed on any of the websites. She found it through their system. It was located in southern Florida and Shipped to Westmont, Illinois for delivery to me. The carpets are a little dirty with some spots in a few places so my wife will clean that up this week. The Shipper put a few dents in the front lower bumper and Tesla is ordering a new bumper to replace the damaged bumper. I did not notice the dings but my wife did. She has a better eye for that kind of thing. Other than that the car is great. The manager did try to say the reduced price took that into account and the OA and I countered that those were incurred after the discount was applied so he agreed to replace it.

 

[scottm]

@PDFS Welcome back to the fold.

Tesla cars are like crack. Hard to quit once you've taken a hit.

 

[PDFS]

@PDFS Welcome back to the fold.

Tesla cars are like crack. Hard to quit once you've taken a hit.

Got that right. My wife just looked at me with disbelief every time I talked about not buying another Tesla

 

[scottm]

When wives are demanding Tesla, there will never be a "demand problem" for Tesla.

 

[SucreTease]

This is probably a bad time to try and reach someone. Right now, it's "All hands on deck" to deliver enough cars to make for record quarter. See this article. If you could possibly wait until July 1, I am sure it would be easier to reach someone.