On Tesla account is says currently in production. Had set a date 2 weeks ago for pickup and had emailed DS yesterday to make sure everything was on schedule for pickup on Sunday and they said yes. I don't mind a delay but it's frustrating that I had to reach out and was still given false information within 48 hours of my original pickup date.
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Deliveries on hold
- Thread starter Vedettes
- Start date
On Tesla account is says currently in production. Had set a date 2 weeks ago for pickup and had emailed DS yesterday to make sure everything was on schedule for pickup on Sunday and they said yes. I don't mind a delay but it's frustrating that I had to reach out and was still given false information within 48 hours of my original pickup date.
Out of curiosity, and at the risk of further derailing a meandering thread, how do people usually communicate with their DS and/or Tesla?
I had gotten the impression when I started this process, both because Tesla makes hay of being in/near Silicon Valley and because the seem to be pushing eMail addresses ("Your delivery Specialist is ... <email>") rather than phone numbers, that eMail would be the best path. That worked great for the owner advisor, but I get the impression my DS has never seen an eMail I've sent. With my car having been in "undergoing preparation" for a week, I finally called the delivery department resulting in a game of telephone tag (which is at least an improvement). Likewise, I'm annoyed that I had to initiate delivery scheduling (since the loan terms need delivery by end-of-month), and that apparently my DS doesn't check his eMail.
Hi TooManySeats,
My DS said the best way to communicate with him was via text message...
I too got the idea that email was not working...
Try texting - do not expect lightning responses, but it may be "better."
Shawn
My DS said the best way to communicate with him was via text message...
I too got the idea that email was not working...
Try texting - do not expect lightning responses, but it may be "better."
Shawn
Yeah DS is annoyingly bad, I'm communicating via emails. And like you I had to initiate delivery scheduling and then he gave me 2 dates for possible delivery. I replied back saying the date which works but after that he never confirmed scheduled delivery for that date. So I may get my car 28th or 29th but not sure. At least I know it's delivered to the SC so that's positive. On the other hand communicating with OA haa been great, she gave me phone number and I was communicating via text. Though she won't respond immediately which is understandable, she usually gets back to text messages within a day. I'm planning to email my DS tomorrow and ask him to confirm the date, if he doesn't respond I'll text my OA.
Overall, yeah very annoying that I have to initiate all communication. It should be the other way round since they are the ones getting more than 100K for a car and I definitely think it's not that hard to keep the customer informed. It's their damn job, even though they may be quite busy, a good DS should be able to figure out a way to properly communicate.
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GOPJEW
Member
For the most part on two of my 3 deliveries I had the same experience with my DS - however my last one was EXCEPTIONAL. Nick @ Tyco Road and his team were awesome this past Friday, working with me to make sure every little thing was great and when we identified a few small things wrong they asked if they could fix them before I took the car - which I gladly did.
Not to defend poor customer service, which I do believe exists, but you also have to put yourselves in their shoes a little. EVERY person who ordered a custom Tesla is emailing their DS asking for info and, oftentimes, they have the same lack of info that you have. The My Tesla page is nice, but oftentimes behind/off slightly and the DS can only operate with what corporate it giving them.
Again - not defending when they are poor at responding with at least a courtesy note that they have no new info etc, or to confirm they received your date for delivery, etc (or, in one of my cases completely failed to give the SC the list of items that needed fixed so I had to go over it with them four times), but try to understand that EVERYONE is asking them the same questions, over and over, and they are human.
What I have done is, after receiving my vehicle is I will send them an email with a summary of what I felt they did right and what I felt they did poorly - they can’t change anything for my experieince but maybe your constructive criticism can help them become better for the next guy. Copy their supervisor. If they don’t change they probably won’t have a job much longer and their superiors should also work to make sure the process is better. When I was frustrated about the lack of comms between the DS and the SC folks, I send a note to the DS, his supervisor, my OA and the SC manager with a calm, meticulous timeline of events.
The OA made calls, the SC Manager called me and, from my last experience just 3 months later the process was better.
Again, not disagreeing with your frustrations, I share them, jsut trying to make a suggestion of how to make it better for the next guy.
Not to defend poor customer service, which I do believe exists, but you also have to put yourselves in their shoes a little. EVERY person who ordered a custom Tesla is emailing their DS asking for info and, oftentimes, they have the same lack of info that you have. The My Tesla page is nice, but oftentimes behind/off slightly and the DS can only operate with what corporate it giving them.
Again - not defending when they are poor at responding with at least a courtesy note that they have no new info etc, or to confirm they received your date for delivery, etc (or, in one of my cases completely failed to give the SC the list of items that needed fixed so I had to go over it with them four times), but try to understand that EVERYONE is asking them the same questions, over and over, and they are human.
What I have done is, after receiving my vehicle is I will send them an email with a summary of what I felt they did right and what I felt they did poorly - they can’t change anything for my experieince but maybe your constructive criticism can help them become better for the next guy. Copy their supervisor. If they don’t change they probably won’t have a job much longer and their superiors should also work to make sure the process is better. When I was frustrated about the lack of comms between the DS and the SC folks, I send a note to the DS, his supervisor, my OA and the SC manager with a calm, meticulous timeline of events.
The OA made calls, the SC Manager called me and, from my last experience just 3 months later the process was better.
Again, not disagreeing with your frustrations, I share them, jsut trying to make a suggestion of how to make it better for the next guy.
Yeah as I mentioned in my quote I do agree that they are busy and will probably be bombarded by questions. But a good DS I believe can manage his communicating with customer cleverly, if someone is emailing a month before delivery asking for info, sure not much info he/she can give. He doesn't have to respond immediately, but can put a follow up on his email and reply a day or few days later that at this point not much info and he'll reach out when delivery is close.
But for people whose delivery is like few days away, the DS is absolutely responsible to be on top of that and should communicate with those customers much quicker and efficiently. I'm not saying they should respond to every single query, I'm taking about basic stuff like initiating/confirming delivery dates. Most of this just comes to email management and how you triage/reply your emails. May be it feels easy for me because in my job I triage hundreds of emails every day and plan out how to respond if it needs my action. If they are not used to this, may be Tesla should teach or provide training on how to effectively communicate with it's customers.
I don't know about others, but my excitement for taking delivery has considerably gone down given my DS lack of interest in communicating with me. Is it a big deal? don't know and once I see my car I may forget all this but sure could have been way better. I'll see how it goes on delivery day. But I'm sure planning to give some feedback to them after delivery to say they have to improve their communicating a bit.
But for people whose delivery is like few days away, the DS is absolutely responsible to be on top of that and should communicate with those customers much quicker and efficiently. I'm not saying they should respond to every single query, I'm taking about basic stuff like initiating/confirming delivery dates. Most of this just comes to email management and how you triage/reply your emails. May be it feels easy for me because in my job I triage hundreds of emails every day and plan out how to respond if it needs my action. If they are not used to this, may be Tesla should teach or provide training on how to effectively communicate with it's customers.
I don't know about others, but my excitement for taking delivery has considerably gone down given my DS lack of interest in communicating with me. Is it a big deal? don't know and once I see my car I may forget all this but sure could have been way better. I'll see how it goes on delivery day. But I'm sure planning to give some feedback to them after delivery to say they have to improve their communicating a bit.
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Don't let your experience with the DS alter your enthusiasm. When you finally see the car and get to park it at home, you'll quickly forgive many of the headaches in exchange for the finished product. My experience with DS was insanely bad (to me at least). I still can't believe how bad it was. But, every time I see the car I forget about it, lol. If you rely on the whole team and keep everyone in the loop, you're more likely to receive the customer service you want and deserve. Keep emailing, but CC everyone else you've worked with in the past from sales to documentation and everyone in between. It serves as a reminder to the primary recipient that people are aware of your work/communication and also gives anyone with more information or concern a chance to chime in and help out. The process is a learning experience for everyone involved. Anyone making the same mistakes over and over (myself as a customer or Tesla employees) won't last long. The customer will either go insane or the employee will be fired, lol.
You and me both. My car went into production on 3/12. I was scheduled to pick up today, but DS called me yesterday morning saying the car is still in production, same as what website shows. He said the earliest date is Friday the 30th. I am thinking it has to do with all these issues around the mcu2.
I'm actually thinking may be due to Model 3 delivery/production ramp up? MCU 2 issues have been resolved, vehicles have been delivered with new MCU2 and it was a software thing. My guess would be probably they are trying to rush and deliver as many model 3 before quarter end to show invertors that they are ramping up on model 3. Though X/S sales will bring in more revenue.
If you are getting the car delivered at Seattle Sodo, I think i know the DS. I picked up my Model X last week and this DS wasn't very good. I had to make the delivery appointment since he never contacted me. He didn't really keep me updated at all... All I was told was before the end of the month which isn't helpful. When we arrived at Seattle Sodo, he didn't say hello to my wife (not too friendly)... The next day, I spoke with the bank and he didn't send the PO to the bank for the loan. He sent it to the wrong email address.... I had to call him, email him, talk to the bank, etc...
I will say the OA who I met in Bellevue on a test drive before purchasing is awesome. I've been contacting him to get some of these things resolved and he has been very helpful. He just called me this weekend to check on me.
Yeah, the experience could be way better based on the prices of these vehicles (my wife is really disappointed) but once you get the car and you spend a couple of days, you'll be blown away.
I'm picking from Bellevue SC and OA has been very good. It's the DS who is bad at initiating/even responding or scheduling. At this point I will just email him or text to my OA to give a firm date for delivery since my car is already in SC. I also choose express delivery since I don't want spending time with them when they are showing no interest. I'll make sure I'll take the checklist with me to see no major issues are there. After that I don't want to deal with them
AZ90D
Member
Finally picked up mine yesterday after the two delays because it was left in Fremont due to lack of delivery trucks. Car was perfect. Drove it right to detail place for clear bra, tint, and chrome delete. Got to briefly try ludicrous and launch mode. My kids screamed.
After being delayed twice, we finally had our MX delivery last night!
The whole process took about 2 hours Here’s what it entailed:
- review and sign the documents with the DS
- intro with an Orientation Specialist (I think I knew more about the car than he did lolol ....since there were a few details he was unsure about)
- go over the car thoroughly
Thankfully, we didn’t have any issues. My build (Vin 884xx) was the last week of Feb so we didn’t get the new MCU. Outside of that, everything went well!
The whole process took about 2 hours Here’s what it entailed:
- review and sign the documents with the DS
- intro with an Orientation Specialist (I think I knew more about the car than he did lolol ....since there were a few details he was unsure about)
- go over the car thoroughly
Thankfully, we didn’t have any issues. My build (Vin 884xx) was the last week of Feb so we didn’t get the new MCU. Outside of that, everything went well!
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