Costa Mesa delivery experience -WOW!

[Gavyne]

My Costa Mesa delivery in July was great. I was greeted by no less than 4 associates within the first 5 minutes of me stepping inside the showroom. They were prompt at getting me helped and fetching my delivery specialist. I also wasn't hurried once I got to my car, had plenty of time to inspect and play around with the settings.

I did go on a Friday though, so weekday is probably best if you want a better experience. You can't really blame them for weekend deliveries, they're likely filled with every day working adults who can't take time off during the week. So they have to squeeze many deliveries in on the weekends to accommodate new owners.

 

[T34ME]

My parents did Costa Mesa. They had a FAR better experience than I did. I can't say mine was bad. I just don't like the 5 minutes and you're out experience. They got an hour of personalized time to learn the car on a weekend. I got 5-10 minutes on a weekday.

I see your location is listed as NorCal. Did you drive all the way to CM to pick up your car on a weekday? What month did your parents pick up their car?

SIL and I were cruising Katella Ave tonight and a red 3 came up fast behind and started prowling us. He already had permanent plates. Was that you @9erDog ?

 

[9erDog]

I see your location is listed as NorCal. Did you drive all the way to CM to pick up your car on a weekday? What month did your parents pick up their car?

SIL and I were cruising Katella Ave tonight and a red 3 came up fast behind and started prowling us. He already had permanent plates. Was that you @9erDog ?

Nope. I’ve got a Blue one and do have my plates. I also don’t generally prowl but am likely to scope out and admire other 3s!

 

[Bruin1996]

Just picked up a Performance Model 3 from CM this afternoon... I had rejected a delivery 2 1/2 weeks ago for a bumper defect which they replaced for me without any hassle. They did not have EAP activated (also not activated 2 1/2 weeks ago) but took care of that in 15 minutes l. EAP was very helpful during my trip back from OC to the IE in the stop and go traffic. All in all, I was satisfied with my CM Model 3 delivery experience. Just waiting for my car to get Xpel wrap and tint now before I start driving it daily.

 

[FrankieG]

There was an interesting ethnic mix taking possession of their new cars, not what I expected.

Kind of an odd comment. A disproportionate number of Scandinavian people I assume.

 

[dethman]

Tesla costa mesa should learn from this. If you spend time with a customer, and treat them right, they will be happy.

My delivery specialist was LITERALLY standing next to me in the showroom, never acknowledged me nor said hi despite our email correspondence. Was quickly shuttled by another employee to sign papers taking delivery and take the $$ before seeing the car. And after finding issues, minimized everything and said 'oh its within spec' (was not) and 'service center will fix it no problem' (needed 2 weeks at service center and a body shop to fix at least 6 different issues).

Treat people right, give them a good product and they will be happy. Treat them like lemmings you are taking money from and they will be dissatisfied with your service and your company.

 

[pleeau]

Did you have Derek for delivery? Ah, I see your delivery was on a Saturday. Avoid weekend delivery in Costa Mesa at all cost!

My daughter and SIL (son-in-law) live in Cypress. Look for the OBM model 3 'BabaBoowie' that is now the terror of Orange Ave.

I think I had Derek for delivery, too (i'm terrible with names.). He was very friendly, but did initially try to get me to sign without having me check out the car. However, my negative experience was primarily with Michelle (I can't even remember if that was her name anymore).

After he saw me having a hard time with her, he did seem a lot more relaxed, admitting he would be careful, too, if ponying up 70k for a car. Other than that, he was a very pleasant fellow.

Unfortunately, I wasn't offered any date other than the Sunday. I just took the date they gave me, but it sounds like a weekday is much better. It also helps if there are no problems with the car. It all went downhill after finding issues.

On the plus side, Tesla service reached out today to get more pictures in advance of my service date to see if they need to order any new parts. Another fail on the part of Michelle who supposedly took pictures of the problems, but apparently didn't pass them on.

 

[Brian N]

Yeah Costa Mesa still sounds like a mixed bag. Glad the OP had a good experience though!

I’m so worried that I am considering picking up in San Diego instead.

Please please please keep giving us feedback on Costa Mesa! It is helpful to many of us posting on here and I’m sure tons more just lurking.

 

[BOBEDIGITL]

Kind of an odd comment. A disproportionate number of Scandinavian people I assume.

I definitely wouldn't call it odd. After a few mins of being inside the Marina Del Rey delivery center, my wife pointed the same thing out to me. I was too excited to get my car to even notice. At the time of my delivery, everyone taking delivery or waiting for delivery were either white males or white couples I'd estimate either all in their mid to late 40's. My wife and I are both hispanic (though she looks white) and both just turned 30. So at least during our delivery, not a big mix. Our delivery specialist said I was the youngest person he had ever helped. Good to know I'm doing something right!

 

[T34ME]

Tesla costa mesa should learn from this. If you spend time with a customer, and treat them right, they will be happy......................................
Treat people right, give them a good product and they will be happy. Treat them like lemmings you are taking money from and they will be dissatisfied with your service and your company.

Yes, I hear what you are saying and I agree, but it is a two-way street. Treat your staff with respect and they will reciprocate in kind. Attitude is everything. When you are a customer purchasing a $60K product dealing with staff who might be making $15 per hour, you are in the power position, no doubt about it. Wield that power wisely! I have owned a couple of different businesses and I have found that positive reinforcement with employees always works better than negative reinforcement (even when they screw up) - better morale, better productivity, better attitude, better results. YMMV.

Kind of an odd comment. A disproportionate number of Scandinavian people I assume.

No, I was surprised by the number of Martians there, all of them tech savvy!

I'd estimate either all in their mid to late 40's. My wife and I are both hispanic (though she looks white) and both just turned 30. So at least during our delivery, not a big mix. Our delivery specialist said I was the youngest person he had ever helped. Good to know I'm doing something right!

Oye, amigo, que bueno. Soy "Californicano!" I would guess that the mid-week age demographics is different than on weekends. I would guess there is a younger crowd on weekends because of inflexible work schedules. During SIL's delivery the youngest new owner I saw was probably close to 50 with an average age of maybe 55/60.

 

[BOBEDIGITL]

Yes, I hear what you are saying and I agree, but it is a two-way street. Treat your staff with respect and they will reciprocate in kind. Attitude is everything. When you are a customer purchasing a $60K product dealing with staff who might be making $15 per hour, you are in the power position, no doubt about it. Wield that power wisely! I have owned a couple of different businesses and I have found that positive reinforcement with employees always works better than negative reinforcement (even when they screw up) - better morale, better productivity, better attitude, better results. YMMV.

No, I was surprised by the number of Martians there, all of them tech savvy!


Oye, amigo, que bueno. Soy "Californicano!" I would guess that the mid-week age demographics is different than on weekends. I would guess there is a younger crowd on weekends because of inflexible work schedules. During SIL's delivery the youngest new owner I saw was probably close to 50 with an average age of maybe 55/60.

I'm sure time of delivery has a lot to do with the demographics. My delivery was a Thursday around 3:30pm.

 

[gambit48]

I see your location is listed as NorCal. Did you drive all the way to CM to pick up your car on a weekday? What month did your parents pick up their car?

SIL and I were cruising Katella Ave tonight and a red 3 came up fast behind and started prowling us. He already had permanent plates. Was that you @9erDog ?

No, I picked up in Rocklin. 5-10 minute allowed time on a weekday. My parents picked up in Costa Mesa. They got an hour on a Saturday.

I did drive down to SoCal for my tint though.

 

[K3Man]

Been watching this thread because our delivery is set for Costa Mesa. Very interesting so far.

Also, I just got assigned Derek as our DS. He is DS #4 for us. Wonder if he will be the last one we get...

• DS #1 replied to intro e-mail.
  
• DS #2 replied several times and gave useful info.
• DS #3 was a ghost. E-mailed them several times over the span of a few weeks asking for some info and got nada from them.

Lastly, with the way our schedules are evolving, I think we can only do a weekend delivery.

 

[mariobros]

We picked up our model 3 in late May, and had a rather excellent experience. Minimal wait time, car was spotless (but had minor cosmetic issues), did not feel rushed. My car had 2 blemishes, both of which were fixed the following day by Tesla (scratch in front bumper near headlight, small dent in passenger side camera housing). I did not use the car AT ALL for a few weeks as I was awaiting PPF to be installed, and when I took it for PPF installation, they found a small dent on the driver side rear door, so I can only assume it was present when I picked it up. They took care of it at the PPF shop, not Tesla. So the delivery experience overall was good, but the car itself had minor issues. If I had larger problems with the car as others have had, I too would have had no problem refusing delivery.

 

[Big Dog]

From what the OP posted it sounds like the staff are discouraged because the stories being reported here are not necessarily the whole truth. We are hearing just one side of the story.

While that is certainly true, I would argue that their side should not much matter. Perception is the bulk of reality, and if we customers have a perception that CM stinks, CM stinks.

As an example, when I picked up the second M3 a few weeks ago (Wednesday), my Tesla delivery person was a Solar 'division' employee. While extremely nice and cheerful, I knew much more about the 3 than she did. (I'm also a finance guy who has run the numbers many times, and nicely told her that I was not interested in the upset pitch for solar while I waited for the car to be brought around.)

Now, perhaps the Tesla side is that they had a bunch of car delivery folks call in sick that day, and the Solar person was being a good trouper and filling in. That is not my problem; that is a staffing problem**. When I spend $50k on a car, at a minimum I expect that the person handing me the card key knows something about the car. If not, why schedule a delivery appointment, when the receptionist can just hand me the keys?

**if anyone CM employees are reading this, I'm available for work since I just retired from my company.

fwiw: when I picked up the first M3 in April, the delivery was outstanding. As I was driving out, the Tesla ee's even lined up on either side to 'clap' me out the door.

 

[Krugerrand]

While that is certainly true, I would argue that their side should not much matter. Perception is the bulk of reality, and if we customers have a perception that CM stinks, CM stinks.

As an example, when I picked up the second M3 a few weeks ago (Wednesday), my Tesla delivery person was a Solar 'division' employee. While extremely nice and cheerful, I knew much more about the 3 than she did. (I'm also a finance guy who has run the numbers many times, and nicely told her that I was not interested in the upset pitch for solar while I waited for the car to be brought around.)

Now, perhaps the Tesla side is that they had a bunch of car delivery folks call in sick that day, and the Solar person was being a good trouper and filling in. That is not my problem; that is a staffing problem**. When I spend $50k on a car, at a minimum I expect that the person handing me the card key knows something about the car. If not, why schedule a delivery appointment, when the receptionist can just hand me the keys?

**if anyone CM employees are reading this, I'm available for work since I just retired from my company.

fwiw: when I picked up the first M3 in April, the delivery was outstanding. As I was driving out, the Tesla ee's even lined up on either side to 'clap' me out the door.

Oh, well that might be true but I’ve just deemed your side of the story doesn’t matter much.

 

[Big Dog]

^^well played. (love the kitty)

 

[Krugerrand]

^^well played. (love the kitty)

 

[T34ME]

While that is certainly true, I would argue that their side should not much matter. Perception is the bulk of reality, and if we customers have a perception that CM stinks, CM stinks.

Easy there pardner. I asked the 'greeters' how many cars they were delivering a day. They said about 100 per week day and more on the weekend, so maybe 800 per week. Now to put this perception into perspective, how many complaints have we had on this forum about CM delivery? maybe half a dozen? Say a dozen for argument. So if a dozen say on TMC that CM stinks, then it stinks for everyone?

As an example, when I picked up the second M3 a few weeks ago (Wednesday), my Tesla delivery person was a Solar 'division' employee. While extremely nice and cheerful, I knew much more about the 3 than she did. (I'm also a finance guy who has run the numbers many times, and nicely told her that I was not interested in the upset pitch for solar while I waited for the car to be brought around.)

Now, perhaps the Tesla side is that they had a bunch of car delivery folks call in sick that day, and the Solar person was being a good trouper and filling in. That is not my problem; that is a staffing problem**. When I spend $50k on a car, at a minimum I expect that the person handing me the card key knows something about the car. If not, why schedule a delivery appointment, when the receptionist can just hand me the keys?

I understand now why CM delivery people might feel discouraged when they are working for $15 or $20 per hour. Tesla could pay them $50 per hour but then your $50K car would be $60K.

**if anyone CM employees are reading this, I'm available for work since I just retired from my company.

Did your company clap you out the door?

fwiw: when I picked up the first M3 in April, the delivery was outstanding. As I was driving out, the Tesla ee's even lined up on either side to 'clap' me out the door.

We got clapped out last Tuesday. We weren't expecting it, but it was certainly appreciated and we clapped back to them.

 

[T34ME]

Been watching this thread because our delivery is set for Costa Mesa. Very interesting so far.

Also, I just got assigned Derek as our DS. He is DS #4 for us. Wonder if he will be the last one we get...

• DS #1 replied to intro e-mail.
  
• DS #2 replied several times and gave useful info.
• DS #3 was a ghost. E-mailed them several times over the span of a few weeks asking for some info and got nada from them.

Lastly, with the way our schedules are evolving, I think we can only do a weekend delivery.

Yes, there are maybe two to three people who will contact you in sequence to arrange delivery of your car. We had three - #1 helped organize pre-delivery paperwork, #2 coordinated delivery schedule, #3 clarified some information we screwed up on. Generally, they work out of the Las Vegas office. Each one of them gave us a direct line telephone number and answered our calls promptly. Most of the information back and forth was via email, always promptly replied. You won't know until you arrive at the delivery center who your delivery specialist will be, at least we didn't know.