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Contacting my "Tesla rep"

Discussion in 'Model S' started by Petrokalis, Sep 25, 2012.

  1. Petrokalis

    Petrokalis S P2420 / X S207

    Joined:
    Jul 26, 2012
    Messages:
    45
    Location:
    San Jose, CA
    I've been lurking on this forum for quite some time and thought that it was time that I'd participate in the discussion. :smile:

    Over the past few months I have seen various forum "regulars" saying that they had contacted their Tesla rep for this and that. How do I know how to contact "my rep"? I've done all my paperwork online and never received any indication as to who my rep was nor how to contact them. I have a few questions about my reservation (P2420) and wanted to ask someone at Tesla who might be able to help. The only email address that I have is the one that came on my "Time to Build" email ([email protected]). Should I have received some other contact information?

    As you all would probably guess, that email is an information black hole. I haven't received any response from my inquiry (going on 2 weeks now).

    Should I contact someone else? I was tempted to mail [email protected], but wanted to ask you all first.

    Thanks

    P.J.
     
  2. efusco

    efusco Moderator - Model S & X forums

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    Nixa, Missouri, United States
    On the "My Tesla" page there should be something in the right column showing who your rep is, or at least a point of contact to find out. Most of us got a call or email once we signed the MVPA or sooner if you've been on the list a while.
     
  3. Petrokalis

    Petrokalis S P2420 / X S207

    Joined:
    Jul 26, 2012
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    Location:
    San Jose, CA
    I don't have a "right column" on the " My Tesla" page. I only see the "garage view."

    I seem to recall a long time ago, been a reservation holder since Sept 2010, that there was once a name there. Then, out of the blue, it changed from a name to a generic email address. Of course, this is all from an increasingly fuzzy memory.

    All the emails I received have been from " Tesla Customer Service" or the "Tesla Sales Team" from [email protected].
     
  4. dsm363

    dsm363 Roadster + Sig Model S

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    In that same Time To Build Your Model S e-mail, they provide a phone number to call so try that if the e-mail [email protected] doesn't work.
     
  5. FlasherZ

    FlasherZ Sig Model S + Sig Model X + Model 3 Resv

    Joined:
    Jun 21, 2012
    Messages:
    7,019
    I, too, do not have any contact information listed on "My Tesla", never have.

    I just used the people who had gotten in touch with me about things over the last year or so -- an ownership experience advocate who replied to my question on first responder guides, and a product specialist who handled my MVPA and the questions on delivery.

    If I'm just being a numbskull, can someone post a screenshot of what the contact information looks like? I've looked in "My Profile", the "My Tesla" landing page with my garage, etc. Perhaps it's only Roadster owners that have an assigned contact?

    tesla-site.png
     
  6. dsm363

    dsm363 Roadster + Sig Model S

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    Only Roadster owners had an assigned person in the My Tesla section I believe.

    Go ahead and ask questions to your ownership experience advocate and once you've received your build e-mail, there is an e-mail address in that e-mail that you can use to ask questions.

    I think this e-mail address if for once you have your car.
     
  7. gg_got_a_tesla

    gg_got_a_tesla Model S: VIN P65513, Model 3 Res Holder

    Joined:
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    Redwood Shores, CA
    I don't think there's a specific person assigned to a set of reservation numbers or anything like that. In the past, customer@ and ownership@ got me to certain reps that I simply contact directly now. Not sure if it's okay to list their names/email addresses out here (what harm is there in that anyway?)

    Petrokalis, please PM me if you need some (reliable, in my experience) Tesla contacts in the Bay Area.
     
  8. dsm363

    dsm363 Roadster + Sig Model S

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    We probably shouldn't list individual reps e-mail addresses but if e-mailing the generic reservation e-mail address doesn't get you anywhere, calling the phone number in the e-mail should get you an actual person to ask your question.
     
  9. pguerra

    pguerra Member

    Joined:
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    180
    "My rep" seems to be a little misleading. I have been in contact with 3 different reps at various times. They all were simply the first ones to pick up the phone when I called Tesla with a question and the following few days of email and phone conversation after that. ALL of them were very personable and responded super promptly via email or phone. I'm sure if a went back through my email and emailed the first representative again, he (Peter), would pick up the conversation where we left off.

    Perhaps "my reps" (plural) is a better description. I was thinking about it the other day, the ease of communication with Tesla reps is way better than some local dealer that treats me as a number or with a commission in mind.
     
  10. dsm363

    dsm363 Roadster + Sig Model S

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    I was all the way at the DMV today and they asked for another form that I didn't have (they didn't list it over the phone). I called the ownership number and they faxed it within 10 min so I didn't have to drive home. Very nice.

    Now that Tesla is growing, you'll likely not talk to the same person each time.
     
  11. Petrokalis

    Petrokalis S P2420 / X S207

    Joined:
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    Location:
    San Jose, CA
    I received a phone call today from Tesla. The rep (really wish I could remember his name) answered all my questions. Hooray for persistence.

    One of the questions I ask was if I was able to get a factory tour if I chose factory delivery. He told me that if I took delivery at the factory and didn't choose to take a tour, Tesla was going to be offering factory tours to owners in starting in January 2013.

    Maybe some of you "out of town-ers" who are getting home delivery might get the chance to take a factory tour after all...

    - - - Updated - - -

    I received a phone call today from Tesla. The rep (really wish I could remember his name) answered all my questions. Hooray for persistence.

    One of the questions I ask was if I was able to get a factory tour if I chose factory delivery. He told me that if I took delivery at the factory and didn't choose to take a tour, Tesla was going to be offering factory tours to owners in starting in January 2013.

    Maybe some of you "out of town-ers" who are getting home delivery might get the chance to take a factory tour after all...
     
  12. sublimaze1

    sublimaze1 8Dec2012 / Leeroy Jenkins

    Joined:
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    I read through this thread, and decided to look back and see when I first was contacted by my service rep. I know that several times in 2011, I was contacted by the roadster program to "secure" a roadster which would allow me earlier access to a Model S, but neither did I bite nor remember who this was. In my email, there is an Aug 3 missive regarding the first time I contacted or was contacted by my rep, Sean.

    Since then, we had emailed or talked at least once a week. @pguerra: sometimes I do not get the information I want. Initially, I thought that my rep was vague or not educated regarding this or that, but after I spoke to him in depth about specific issues, it became clear to me. These customer experience representatives are very closely monitored. Essentially, they are gagged as to the information that they give. For example, last night when I talked to him on the phone, I asked specific questions about the current financial state of Tesla. He was very honest and stated that he is unable to comment on that. He is also unable to comment on other owners in my area, their delivery dates, etc.

    In some areas, this forum distributes more of the information that I need, but am careful to cross reference. In other areas, he is more helpful, but generally only specific to my reservation number and my specific car.

    Last night I read through the Sept 23rd SEC filing. ALL OF IT. I can never get those hours back, but what I gleaned, is that the service reps are doing a service to us - the best that they can, while still maintaining the letter of the law set forth by EM, the board, and Tesla. They (the reps) cannot afford to slip up. In fact, we cannot afford to have them slip up. If you read the filing, you will understand why.

    The customer experience reps are good people trying to do a good job. I don't push mine. And as a result, he does not mind calling me back and knows that I will accept his truncated responses as "all he can give" and we leave it at that.

    Soon I will exchange my customer service representative for a Ranger Service Representative (or equivalent). That will be a good day for me.
     

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