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Delivery delayed one week, cannot reach advisor

Discussion in 'Model 3: Ordering, Production, Delivery' started by oscarfish, Jul 23, 2018.

  1. oscarfish

    oscarfish Member

    Joined:
    Jul 23, 2018
    Messages:
    26
    Location:
    Baltimore, MD
    I am having some major frustration with my Model 3 delivery. I ordered June 30; account showed an estimated September-November delivery. Got an Email notification from my inside sales associate that the car is ready on July 10. Woo-hoh! It took a couple days to get her on the phone, but we completed the vehicle purchase agreement, scheduled a delivery appointment, and I had a cashier's check from my bank.

    7/17: Delivery was scheduled for 4pm. Shortly after noon I get a voicemail and Email from my delivery advisor that the car was damaged, possibly in delivery (small body work needed). Wife and I visited the dealership anyway that day. We met the advisor who hoped to have more info for me by the afternoon of 7/19. No firm commitment, though.

    7/19: I could not reach delivery advisor by phone so I sent him an Email asking for an update. Received an Email after hours: "There’s a strong possibility the vehicle will be ready by Tuesday, July 24, 2018."

    7/22: I Emailed him late asking for an update, asking if we can schedule for Tuesday (tomorrow).

    7/23: Crickets. His extension goes to voicemail after one ring. He doesn't answer his cell phone. The store's delivery extension goes to voicemail. My inside sales advisor's extension goes to voicemail.

    The store is Owings Mills, MD. When I call the main number I can't speak to a human being; there is no option to speak to a manager.

    To complicate things, I have a payment pending on 7/25 on my trade-in, which will screw up the amount on the lien they're paying off. On 7/19 I mentioned this as well and received no reply.

    Is there a way to effectively escalate this? I feel my delivery advisor is deficient. At this point I want to speak to his manager, but I don't know who that is. Frustration is mounting quickly at the inability to contact someone to get answers.

    Any advice would be most welcome.
     
    • Informative x 1
  2. zer0cool

    zer0cool Member

    Joined:
    Apr 26, 2015
    Messages:
    445
    Location:
    charlotte, nc
    Indeed; they probably don't have enough people working on delivery. My delivery has also been delayed for 2 weeks (from 7/14 to 7/27). I ordered just a few days before you and had a delivery date just a few days before you.

    Similarly I received a call mere 2 hours before originally scheduled delivery time (I was literally about to leave my home) telling me that a part needs to be replaced (not damage but just a faulty hardware piece). So I contacted them a few days later and absolutely no info. At least I was able to reach my delivery specialist and people at my local store; but neither had any info about when repair would be done.

    Fortunately exactly one week after 7/14, I got a call from my delivery specialist rescheduling delivery to 7/27. Have my fingers crossed that no other issues come up.
     
  3. Sg911

    Sg911 Member

    Joined:
    Jul 6, 2018
    Messages:
    435
    Location:
    Fort mill SC
    Thx for the info. Sorry to hear that! Since it’s at the 1 yard line , I would BE contacting everyone,and their mother, even Elon and his on Twitter ...
     
  4. PHd410

    PHd410 Member

    Joined:
    Dec 9, 2017
    Messages:
    23
    Location:
    Maryland, USA
    @oscarfish, I would continue to pursue them at Owings Mills , as well as your ISA to get a status. I’ve stopped by there the last 2 weeks. Two weeks ago my VIN hadn’t arrived but I did notice a black Aero with rim damage — the VIN had the last 2 digits different from mine. I was hoping that damage was noticed by them and addressed prior to the delivery attempt. In seeing my car last week I didn’t notice any glaring problems, but then most in the lot are still covered in grime from the transport.
    My delivery is scheduled for Thursday. No final numbers or ACH payment button available for me.
    Wishing you well in your delivery quest.
     
  5. oscarfish

    oscarfish Member

    Joined:
    Jul 23, 2018
    Messages:
    26
    Location:
    Baltimore, MD
    Thanks @PHd410. I think you'd agree Owings Mills is a shitshow. From what we saw on 7/17 the lot is loaded with M3s, and I think the delivery advisors are choking on supply...or incompetent...or both. Probably both.
     
  6. oscarfish

    oscarfish Member

    Joined:
    Jul 23, 2018
    Messages:
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    Location:
    Baltimore, MD
    An update: my delivery associate answered his cell phone by mistake yesterday and says the car is repaired. He's setup a delivery appointment at 11am tomorrow. Fingers crossed.

    My ISA also called today to tell me to make the monthly payment on my trade-in: their paying off the lien can take up to ten business days. She said Tesla would cut me a check for the overage (as we're working with the same numbers and cashiers check pre-delay). Argh...
     
  7. oscarfish

    oscarfish Member

    Joined:
    Jul 23, 2018
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    Location:
    Baltimore, MD
    Color me not surprised...

    Monday night my delivery advisor assured me I would get final confirmation we were good for tomorrow at 11am:

    I hope this message finds you well. We’ll be sure to reach out to provide a delivery update by the end of day tomorrow. Have yourself a wonderful evening and I look forward to having you here to pick-up this amazing vehicle.

    As I expected, it was crickets from him today. So I just sent an Email CC:ing everyone I could. Minutes later I get a call from the "store manager" saying the car is not due in until tomorrow afternoon. He explains they're at the mercy of the body shop. I ask what would have happened if I had showed up at 11am. He says my delivery advisor is out of the store with a personal issue.

    Just what in the **** is going on here?
     
  8. PHd410

    PHd410 Member

    Joined:
    Dec 9, 2017
    Messages:
    23
    Location:
    Maryland, USA
    Very frustrating for you and not a professional handling of the situation by Tesla. My philosophy is that they should be over communicating with the customer yet I realize they are likely stretched very thin.
    As my car hasn't been moved or prepped (as of tonight's visit), my fear is they'll discover an issue right before delivery and we'll be in the same boat as you.
     
  9. VT_EE

    VT_EE Member

    Joined:
    Apr 22, 2017
    Messages:
    489
    Location:
    Maryland
    Glad I picked Rockville for my delivery on Monday after reading this thread. I'm kind of dreading it after reading this forum for so long and hearing all the horror stories. Hopefully everything works out.
     
  10. oscarfish

    oscarfish Member

    Joined:
    Jul 23, 2018
    Messages:
    26
    Location:
    Baltimore, MD
    Update 7/25: it is ours. I present to you "Don't Panic".

    A manager - my third contact at this store - got in touch with me at noon today and advised we had a shot at delivery tonight. He confirmed we were good to go around 3:30pm and setup a delivery time of 6:30pm. Breezed through trade-in paperwork and delivery paperwork, and then got the tour. Showroom team members were excellent. Yes, we got a die-cast Model 3.


    Good luck, everyone. Hopefully it's just them being swamped. They couldn't tell me how many cars a week they're doing, but I wouldn't be surprised if it's more than a couple (or even a few) hundred.
     
    • Like x 2
  11. VT_EE

    VT_EE Member

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    489
    Location:
    Maryland
    Congrats! Fingers crossed my Monday morning delivery happens. If I don't get the contract by COB Friday, it will get pushed.
     
  12. flyingpenguins

    Joined:
    Apr 13, 2018
    Messages:
    33
    Location:
    USA
    Did everyone get a bow on the car, or was it just you? :D
     
  13. oscarfish

    oscarfish Member

    Joined:
    Jul 23, 2018
    Messages:
    26
    Location:
    Baltimore, MD
    @flyingpenguins That's the only one I saw in the "delivery room". I don't want to advance conspiracy theories, but I messaged my inside sales advisor CC:ing [email protected] and [email protected] Tuesday evening with a full account of the situation before a store manager jumped in on Wednesday and made this delivery happen spot-on.
     
    • Informative x 1

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