Delievery Lottery

[alcfeoh]

What I don't get about the delivery process is that there are some people in line for over 2 years now.

I entered the line in March 2018, had to confirm my order with a down payment in June, once done the car was delivered two weeks later, despite a 2-3 months delivery estimate window at that time. It was so fast I could not believe it, and had to finance the car because I didn't have time to save enough cash, though I was expecting to have plenty of time to do so.

I guess it's because I live in California and it's just easier for Tesla to deliver cars to customers who aren't too far away.

 

[Opsedward]

Just a note about our M3 order and delivery experience. Ordered AWD, black, EAP, 18-inch wheel car on June 27. Was given Sept-Nov approx. delivery date. Several weeks ago, was contacted by Fremont delivery scheduler who gave us a range of dates and times to choose our delivery and requested confirmation of items in our Tesla account. Last weekend, received assigned VIN and confirmed delivery date of 26 Sept at 5:00 PM as I had requested.

With trepidation because of the many stories about the delivery overload and paint quality, we showed up at the Costa Mesa delivery center today about 30 minutes early. Tesla was very organized, with a table set up at the front door to take name and delivery time. We told them we were early but that was not a problem. We were shown the lounge area and asked to wait for our delivery assistant. Uli showed up within 10-15 minutes and escorted us to our car. I told him we wanted to inspect the car for paint and interior items before signing documents and paying our balance. He was very understanding and we immediately went to the car and did a thorough inspection.

We were very impressed with the condition of the car including paint, interior, etc. As good quality as that on our earlier 2 Model S deliveries. We then finished the delivery documents and sat in the car for some familiarization. After some questions and discussion, we were completely satisfied and after a few photos with the car, left as once again, very satisfied customers. My hat's off to the Tesla delivery team at Costa Mesa. They did a great job and we really love our new Tesla Model 3. My fears of quality and delivery snafus were totally assuaged.

 

[engle]

Agree that many, many customers have not been treated properly in terms of the delivery and communication process. They need to fix it going forward, and I expect that they will.

Please understand that TSLA is desperate to be "cash flow positive" and show a "GAAP profit this Q3" to please Wall Street. I'm not saying that makes it right - just explaining to those who may be unaware what's going on.

I can tell you as a current lease-owner of a Model X P90D since 3/22/2016 (2.5 years), that Tesla's Fremont service center has been nothing but fantastic. Much better than any Benz dealer in the Bay Area over many, many years. Since it is the manufacturer, they can do a lot of "good will" for you, so it pays to be very nice to them. I hope the other service centers are similar.

In my case:

1. We misplaced one of our keys. My service advisor gave us two brand new keys as "goodwill" for free.
   
   
2. They waived labor for tire replacements.
   
   
3. They didn't charge to replace the special air filters a Model X has.
   
   
4. A pick-up dropped a large piece of debris on the freeway my X ran over. Although Tesla service sent it to the body shop after they fixed what they could, they let me keep a Model S loaner for 2+ months while the X was waiting for parts.
   
   
5. Speaking of #4, I managed to exit the freeway on the wheels with 2 flat tires into a parking lot. They told me to leave a key in the back for the tow truck driver. They remotely unlocked it when the tow arrived. They sent an Uber Black which took us to the Fremont Service Center, where a loaner Model S was waiting for us.

They didn't have to do any of that, except #5.

Since my VIN was early, they upgraded a bunch of parts over the years and did courtesy inspections. I never bought the "extended warranty", and they didn't charge for any of the stuff that covers but did those things anyway for me.

 

[Dan Detweiler]

What I don't get about the delivery process is that there are some people in line for over 2 years now.

I entered the line in March 2018, had to confirm my order with a down payment in June, once done the car was delivered two weeks later, despite a 2-3 months delivery estimate window at that time. It was so fast I could not believe it, and had to finance the car because I didn't have time to save enough cash, though I was expecting to have plenty of time to do so.

I guess it's because I live in California and it's just easier for Tesla to deliver cars to customers who aren't too far away.

Yes, that is one of the major rubs for many of us. I reserved on April 25, 2016 thinking that I would have at least some priority over folks that reserved two years later. Nope. Kinda feel like I wasted my money and could have invested that $1000 myself rather than giving Tesla an interest free loan. Delivery date has changed three times now and still no VIN or confirmation that there is a car of any kind in my near future. I certainly understand the pressures Tesla is currently under to show profitability. I get it. Just feels like we have been forgotten somewhat.

Glad you got your car though!

Dan

 

[Shmackers]

Agree that many, many customers have not been treated properly in terms of the delivery and communication process. They need to fix it going forward, and I expect that they will.

Please understand that TSLA is desperate to be "cash flow positive" and show a "GAAP profit this Q3" to please Wall Street. I'm not saying that makes it right - just explaining to those who may be unaware what's going on.

I can tell you as a current lease-owner of a Model X P90D since 3/22/2016 (2.5 years), that Tesla's Fremont service center has been nothing but fantastic. Much better than any Benz dealer in the Bay Area over many, many years. Since it is the manufacturer, they can do a lot of "good will" for you, so it pays to be very nice to them. I hope the other service centers are similar.

In my case:

1. We misplaced one of our keys. My service advisor gave us two brand new keys as "goodwill" for free.
   
   
2. They waived labor for tire replacements.
   
   
3. They didn't charge to replace the special air filters a Model X has.
   
   
4. A pick-up dropped a large piece of debris on the freeway my X ran over. Although Tesla service sent it to the body shop after they fixed what they could, they let me keep a Model S loaner for 2+ months while the X was waiting for parts.
   
   
5. Speaking of #4, I managed to exit the freeway on the wheels with 2 flat tires into a parking lot. They told me to leave a key in the back for the tow truck driver. They remotely unlocked it when the tow arrived. They sent an Uber Black which took us to the Fremont Service Center, where a loaner Model S was waiting for us.

They didn't have to do any of that, except #5.

Since my VIN was early, they upgraded a bunch of parts over the years and did courtesy inspections. I never bought the "extended warranty", and they didn't charge for any of the stuff that covers but did those things anyway for me.

I'm completely on board with being cash flow positive and profitable. But #1 through 3 = what you love about them is preventing just that. I'm now on delayed delivery #3. The people I've interacted with at Tesla are working their butts off and are doing their best to deliver great service, but it's become clear their management and systems aren't supporting them. Onto delivery appointment #4 (re-arrange work schedule, plan around transportation needs...)

 

[Dan Detweiler]

I'm completely on board with being cash flow positive and profitable. But #1 through 3 = what you love about them is preventing just that. I'm now on delayed delivery #3. The people I've interacted with at Tesla are working their butts off and are doing their best to deliver great service, but it's become clear their management and systems aren't supporting them. Onto delivery appointment #4 (re-arrange work schedule, plan around transportation needs...)

If I were you I would contact the delivery center directly and ask if the car in question is physically on the lot before I changed any more plans. If it is just your DA or someone at Freemont I just wouldn't trust them anymore...I certainly don't.

Dan

 

[mzairboy]

So, based on observations on various threads on here my assessment of the situation is relatively simple. Basically the VIN assignment doesn't mean anything anymore. As they approach the end of the quarter, they are simply seeing where the cars are (including in transit), and matching them to whoever can pick them up the fastest.

That means, if you're expecting a delivery, there is a very good chance your car will be yanked from under you and delivered to someone else if they happen to be an easier logistic case. Why bother transporting the car all the way to you, if someone nearby to where the car currently is can buy it this weekend? This is why all the text messages went out. This gauges interest and then they will sort things out and redirect cars for the remainder of this week for a final weekend push.

To all the unlucky people who were patiently waiting for a delivery, don't be surprised to see it delayed now. The official reason will be something like "logistics". But the real reason is likely your assigned car was just sold to someone else. I would not be surprised because of this to see deliveries now being pushed into November as they ramp back up the production line. They can't sell you what doesn't exist.

Of course this will probably happen again in December. So basically, it's just a big lottery now if you get your car.

I agree with you, and have come to the same conclusion.

First they changed my config online, different than my original order. I called for months trying to have the config changed. Multiple customer service agents said the website was backed up, but the factory had my correct configuration. Guess what? They shipped the car to me with the wrong wheels as shown on the wrong online configuration. They insisted they could not swap the wheels at the delivery center, and I'd have to wait for a new car. I did not want to wait and they offered a home delivery for the hassle so I decided to take delivery with the wrong wheels. I paid in full because that is required for a home delivery. But after I paid in full and the funds were taken out of my account, they canceled delivery.

I called and called and called. Talking to someone at Tesla in authority, or who knows what is going on is next to impossible. Finally someone told me they gave the car to someone else, but I'd have a new VIN the next week. I told them I already paid in full, but they said it didn't matter because a new car was coming, all I could do was wait. Once the new VIN was on my account, they scheduled delivery for Sept 28. I asked if home delivery was still possible. They said no, that is not an option. I told them I was on vacation Sept 28, but they said if I didn't take it within 3 days I'd have to wait for yet another VIN.

So I changed vacation plans. A few days later I noticed my account shows Oct 4 delivery. I called and called and called my IDA. Complete silence and I still haven't heard from him. Delivery team in Nevada says I still have a delivery date of Sept 28, but that there is also a note for home delivery on Oct 4. So I called the Devon, PA delivery center myself and gave them my VIN. They said the car will only arrive sometime in Oct, and a home delivery is not possible due to PA laws.

I completely understand the end of the quarter push. They need this for their survival. I am an investor, huge fan, and reservation holder. However the way I am getting jerked around with delivery dates, options, and not a single person having a clue, is really souring the experience. I would be much more accepting of delivery date changes if they had not taken the money from my bank account. I understand logistics are challenging and dates might change. But after I pay the car in full, there is absolutely no reason to assign it to someone else. And then threaten to give the second car away to someone else as well...absurd.

I've driven an original Roadster, Model S P100DL, a model X, and Performance Model 3. No doubt in my mind the most incredible cars ever. My car will be incredible, whenever I get it. The current customer service however, doesn't even come close.

 

[Dexterryu]

This is an interesting thread... I'm scheduled for delivery on the 30th and like most of you have no VIN or MVPA. I've spoken with my local delivery center and they've been fairly straight forward with me (basically they are as confused as we are).

That said... there are two things I try to keep in mind.

#1) This is a brand new, first mass produced product by a fairly young company. They're obviously pressing to show a Q3 profit for their investors/shareholders. The delivery/logistics department is obviously overwhelmed. They also have in their inexperience and/or focus on manufacturing fumbled the distribution/delivery of their product. So long as I get my car reasonably close to my delivery window I'm OK.

#2) This is thee hot new product. It's very reminiscent of every new Nintendo/Playstation/Xbox/Iphone product release where is more demand than supply. Stores never know if/when they'll receive stock, how many they'll get, and like this case it doesn't matter whether you've pre-ordered/reserved or not.

In both cases, I expect this to be smoothed out over time. In both cases, as early adopters we deal with the frustration and angst of getting the product whereas those that wait and order when supply meets demand just go to the store and buy theirs.