Charged $500 when told I had time to decide before delivery

[grayguy]

When I was considering purchasing my Tesla, it was right at the time they switched from AP1 to AP2 (and bumped the cost from $3k to $5k). It was unclear what was actually going to be included for that fee, and when it would be available. I wanted to take delivery before the end of the year for tax purposes, and my sales person said that I could decide on that portion after ordering because it was a software feature. He said, "you can decide all the way up until the day you are taking delivery for any of the software stuff, but if you want to take delivery as soon as possible, you can order the car now and decide later on the software features."

That made sense to me, so I put in the order.

Fast forward to a few days ago:

I emailed the sales guy and finance person about adding the AP2. I asked about rolling the AP2 into the financing if possible, but wanted to make sure the knew I wanted it so I could get it for the $5k instead of the $6k it would cost after delivery. The finance guy replied saying it couldn't be included in the loan amount because that was already fixed, but asked the sales guy to reply about the particulars about arranging for payment. No response from the sales guy.

Today, the day before picking up the car, I reach out to the sales guy and delivery specialist about paying for the AP2 before delivery, and I hear back from the sales guy that Tesla will need to charge me $500 for a change order. I reminded him of our conversation when I was in the showroom, and that he said it was no issue to add it all the way up until I was signing the paperwork. He said, "I understand. I think we had miscommunication. I can submit your request, but it's unlikely to be approved. I'll need you to pay the $500 now, or you can just order it after delivery for the $6,000 cost.

I thought I would share this to help anyone who is in the purchasing decision process. If you are told that you can always add the software at any time before delivery for the same cost, know that it will have a $500 change order fee attached to it.

The purchasing process with Tesla is admittedly a different animal than with other dealers, so I was a little more trusting of what my salesperson said than I should have been. I should have known that change order fee for hardware modifications applies to any software add-ons prior to delivery.

 

[Yinn]

I can submit your request, but it's unlikely to be approved. I'll need you to pay the $500 now, or you can just order it after delivery for the $6,000 cost.

If you didn't yet pick up the car, I think you have a good chance of getting it waived, seeing how it's only software...that isn't available yet. Plus the desire to increase profit margins in Q4.

As silly as it seems to just turn something to an on feature, my OA/DS did tell me up front about any changes incurring a $500 charge though.

 

[bswn1]

They charged me $500 to change from 60 to 75 a day after confirming my order.

 

[croman]

I find that Tesla's sales process is lacking in customer care. They want to sell a car but they aren't willing to ensure that they communicate clearly enough so customers know what they are buying and what they aren't buying.

 

[Yinn]

They charged me $500 to change from 60 to 75 a day after confirming my order.

WOW!

 

[andrewket]

When I was considering purchasing my Tesla, it was right at the time they switched from AP1 to AP2 (and bumped the cost from $3k to $5k). It was unclear what was actually going to be included for that fee, and when it would be available. I wanted to take delivery before the end of the year for tax purposes, and my sales person said that I could decide on that portion after ordering because it was a software feature. He said, "you can decide all the way up until the day you are taking delivery for any of the software stuff, but if you want to take delivery as soon as possible, you can order the car now and decide later on the software features."

That made sense to me, so I put in the order.

Fast forward to a few days ago:

I emailed the sales guy and finance person about adding the AP2. I asked about rolling the AP2 into the financing if possible, but wanted to make sure the knew I wanted it so I could get it for the $5k instead of the $6k it would cost after delivery. The finance guy replied saying it couldn't be included in the loan amount because that was already fixed, but asked the sales guy to reply about the particulars about arranging for payment. No response from the sales guy.

Today, the day before picking up the car, I reach out to the sales guy and delivery specialist about paying for the AP2 before delivery, and I hear back from the sales guy that Tesla will need to charge me $500 for a change order. I reminded him of our conversation when I was in the showroom, and that he said it was no issue to add it all the way up until I was signing the paperwork. He said, "I understand. I think we had miscommunication. I can submit your request, but it's unlikely to be approved. I'll need you to pay the $500 now, or you can just order it after delivery for the $6,000 cost.

I thought I would share this to help anyone who is in the purchasing decision process. If you are told that you can always add the software at any time before delivery for the same cost, know that it will have a $500 change order fee attached to it.

The purchasing process with Tesla is admittedly a different animal than with other dealers, so I was a little more trusting of what my salesperson said than I should have been. I should have known that change order fee for hardware modifications applies to any software add-ons prior to delivery.

Escalate to management. Don't be angry, and stick to the facts. You were told incorrect information which had an impact on your decision. Tesla can easily correct this, and as someone else pointed out, it will increase revenue and margin on your car in q4, which is a win for Tesla. Tell the manager exactly what you're asking for in a calm and clear manner. 99% of the people at Tesla that I have interacted with are good and overworked people and will go a long way to make a situation right with a customer. Just give them a chance before you go in guns blazin'.

 

[Kim Kim]

This is weird.

After my order got confirmed i have done the following through my delivery specialist

Changed to carbon fiber interior
Changed back to matte obeche
From black interior to ultra white
From 5 seats to 6 seats

And still my DS says if it is anything just mail me and I will get it fixed. This is in Norway though, but it has not been any cost for these changes.

 

[grayguy]

Escalate to management. Don't be angry, and stick to the facts. You were told incorrect information which had an impact on your decision. Tesla can easily correct this, and as someone else pointed out, it will increase revenue and margin on your car in q4, which is a win for Tesla. Tell the manager exactly what you're asking for in a calm and clear manner. 99% of the people at Tesla that I have interacted with are good and overworked people and will go a long way to make a situation right with a customer. Just give them a chance before you go in guns blazin'.

Do you have a recommendation on what sort of management to speak with? It's pretty confusing who to speak with at various points in the process. The sales guy said he'd try to help me after I picked up the car, but he had to collect the $500 from me in advance to even add the software to the order.

 

[andrewket]

Start with the sales manager for your store.

 

[CmdrThor]

They charged me $500 to change from 60 to 75 a day after confirming my order.

Ouch. You got the raw end of that deal since @wk057 revealed 60 -> 75 is only a 10 kWh upgrade.

 

[bswn1]

Ouch. You got the raw end of that deal since @wk057 revealed 60 -> 75 is only a 10 kWh upgrade.

I don't see it that way. I paid for the range, not the kWh. The kWh literally means nothing to me if not for range.

If I get 259 miles per 100% charge, then who cares?

 

[JRMW]

This is one of those nonsensical decisions Tesla makes.
It's counterproductive

Their goal should be to sell us things.
They should not disincentivize us from buying things

Given their very tight Just In Time manufacturing process, it makes sense to have a $500 change fee for hardware changes, or for a downgrade (e.g. You want to cancel EAP)

But an OTA software upgrade?
That's money in the bank for them.
Charging people $500 for the "privilege" of buying a $5000 upgrade is silly.
They're losing out on sales!

Dumb business move and bad customer service

It reminds me of a restaurant I refuse to go to. Entrees are $25-40. They charged us 50 cents for barbecue sauce and $2 for their special ice (for a $15 cocktail ). Just make the entree $25.50 to $40.50 and the cocktail $17.

 

[brkaus]

Ouch. You got the raw end of that deal since @wk057 revealed 60 -> 75 is only a 10 kWh upgrade.

Not if you need the range, it's valuable to quite a few people. Yes, the 60 is a good value. But, if you need it, you need it.

By the same token, high amp charging is a bad deal "because it's only software" but for those folks that have to turn a car around quickly it's fantastic.

These cars are a depreciating asset. Not an investment. Purchase what you need/want.

 

[andrewket]

Not if you need the range, it's valuable to quite a few people. Yes, the 60 is a good value. But, if you need it, you need it.

By the same token, high amp charging is a bad deal "because it's only software" but for those folks that have to turn a car around quickly it's fantastic.

These cars are a depreciating asset. Not an investment. Purchase what you need/want.

High amp charging is in fact a hardware change. There was a small timeframe where the highamp charger was being installed in all cars and software limited if not purchased.