Car disappears from apps after 4 days

[alstoralset]

We took delivery of a beautiful M3 last Saturday (perfect in every way!) and since then the car has been fully accessible with both our phones (iPhone and Android).

But, yesterday the car suddenly disappeared from both phones. Maybe the check bounced?

Fortunately I had the keycard with me when this happened, but I could easily see someone being stranded in this situation, considering that phone control is so fundamental to the M3 design.

The website also now shows the car as scheduled for delivery in December.

Anybody else having this issue? On extended hold with Tesla support now - thankful at least for the upbeat music....

 

[alstoralset]

For posterity, here's what I was told by the support person:

a) when you receive your car, there is a few day "grace period" where the car is accessible via phone, before the car is officially delivered, in hopes that the grace period and official delivery time will overlap.

b) The Delivery Specialist is supposed to mark the car as delivered in the system when you take physical delivery

c) But, quite often the DS gets backed up and this doesn't happen before the grace period.

d) The support person is sending a jump start email to the department that handles delivery, and the car should be officially delivered in "48 business hours."

 

[HIWEX]

Thanks, my car was delivered Tuesday last week (end of the quarter) and my car disappeared from the App on Saturday night, 4-days.
I’ll speak to the delivery team.

 

[jpfive]

For posterity, here's what I was told by the support person:

a) when you receive your car, there is a few day "grace period" where the car is accessible via phone, before the car is officially delivered, in hopes that the grace period and official delivery time will overlap.

b) The Delivery Specialist is supposed to mark the car as delivered in the system when you take physical delivery

c) But, quite often the DS gets backed up and this doesn't happen before the grace period.

d) The support person is sending a jump start email to the department that handles delivery, and the car should be officially delivered in "48 business hours."

This is exactly what happened to me in December. I had home delivery, and there was a delay from the coordinator in Las Vegas in reporting it. I hit the road the morning after I received the car, with several SC stops over a long weekend. It was corrected (with an "oops") because I inquired as to why I couldn't access my vehicle info on the Tesla website. Very thankful for the grace period, or I would have been stranded. Thank you for publishing the process, as I never asked for that description.

 

[rincewind]

In the 4 months I've had my M3P, I've never had a problem with the phone unlocking it. That said, I ALWAYS carry the keycard with me, I have it in a neat holder which also has my house key on it.

 

[HIWEX]

OK, I have a resolution.
This afternoon Tesla sent me another collection appointment for today, even though I’ve had the car for almost a week.
Whether this lasts for another 4 days or longer time will tell, that’s a question I’ve asked Tesla. At least I’ve got control back.