Delivery issues still not fixed since October 2018 delivery...any advice?

[Pandawan]

VERY long story short, my wife and I noticed a fair amount of issues when taking delivery of our P3D+ in October last year. This included damaged paint, bent panel, and damaged interior components. I didn't think it warranted asking for a new VIN at the time and the delivery person assured us that everything would be fixed.

Had to cancel appointment with bodyshop for full XPel wrap (including interior console) obviously.

Before we left we scheduled an appointment for November for the service center and body shop. I received an email a week before the appointment notifying me the appointment was cancelled and needed to be rescheduled due to lack of space and replacement parts for my car.

Tesla service center called me in February to bring in the car on 2/15. They called me a week later and returned the car saying they didn't have the parts still. They only fixed the bent panel and SOME of the paint chips. They wouldn't allow me to keep the car at the service center. They had the car for a week.

I've called the service center several times and nobody has responded. I emailed Tesla Customer Service and all they said they could do was ask the service center to contact me (which they still haven't). They told me that the Costa Mesa service center is their #1 busiest center worldwide (which I believe) but they couldn't do anything else for me. I informed them that this really isn't an acceptable solution and when I asked for a more acceptable resolution they stopped responding to my emails.

I paid for a new car but only received 85% of a new car and this is the ONLY reason I haven't placed an order for the Model Y yet.

I really don't want to head over to the service center to raise hell but it's been 6 months and I don't know what else to do but this customer service is absolutely terrible. LOTS of promises in prior emails from the tesla service center but nothing has been actually done.

Oh and I'm still waiting to get the car wrapped since it'd be pointless to do the wrap with the previous damaged paint.

Anyone have better luck with customer service?

Edit: Forgot to mention they quoted me a week to have car completely fixed after picking it up in February.

 

[M109Rider]

I can understand your frustration. It shouldn’t take that long for service, but we all know why. They even said it’s the busiest centre worldwide.
If you’re looking for advice, I think you already gave yourself the right advice.
Go visit the service centre, and see if you can work it out with them.

Hope it works out.

 

[Tdriver]

Lean on them ....hard.

 

[Pandawan]

Man...I really didn't want it to come down to this.

I was hoping there'd be another way as I really don't want to be THAT guy.

 

[PoitNarf]

Is there another service center in the area you could go to instead? Perhaps one less busy than the busiest one in the world?

 

[Pandawan]

Is there another service center in the area you could go to instead? Perhaps one less busy than the busiest one in the world?

Doesn't seem like it =\ From what I was told by the service center nearly everyone in my area (OC, LA, IE, etc.) all are serviced out of Costa Mesa. I mean I get it they're busy, but man 6 months and the parts they supposedly ordered aren't available still? They're the one that called me in for February to have the car fixed.

 

[PoitNarf]

Doesn't seem like it =\ From what I was told by the service center nearly everyone in my area (OC, LA, IE, etc.) all are serviced out of Costa Mesa. I mean I get it they're busy, but man 6 months and the parts they supposedly ordered aren't available still? They're the one that called me in for February to have the car fixed.

Definitely unacceptable response from the service center about your issues. If I were you I’d head down to the service center in person and talk with a manager. You don’t need to go in yelling and screaming. Just go in there and be kind but very firm about your unresolved issues.

 

[richyrich]

Man...I really didn't want it to come down to this.

I was hoping there'd be another way as I really don't want to be THAT guy.

So heading the service center doesn't have to mean being an ass i.e. THAT guy - it probably won't get you what you want. Most people confronted with someone aggressive or unreasonable will get defensive or intimidated and I don't think either will help you get what you want.

I recommend you go in, ask for the service/location manager and tell them you have a complex, long-running situation that's frustrating you and you'd appreciate their help. Sit down and explain. Provided you get their full attention and explain it clearly, any reasonable human being will be inclined to sympathize and help if the facts you've stated are true. Make sure you have a) a full list of the issues and work to date and b) a good understanding of what you want as resolution - this makes it easy for him. Ideally give him any time he needs to investigate and stick around until he comes back with a commitment.

If the SC manager isn't reasonable, contact the main Tesla helpline number and ask for a manager there since you have a serious complaint about the service center manager. As above, explain and proceed.

 

[T34ME]

Anyone have better luck with customer service?

Yes, Cathedral City Service Center. 5 STARS

What is it that you want the members of TMC to do?

 

[Glamisduner]

VERY long story short, my wife and I noticed a fair amount of issues when taking delivery of our P3D+ in October last year. This included damaged paint, bent panel, and damaged interior components. I didn't think it warranted asking for a new VIN at the time and the delivery person assured us that everything would be fixed.

Had to cancel appointment with bodyshop for full XPel wrap (including interior console) obviously.

Before we left we scheduled an appointment for November for the service center and body shop. I received an email a week before the appointment notifying me the appointment was cancelled and needed to be rescheduled due to lack of space and replacement parts for my car.

Tesla service center called me in February to bring in the car on 2/15. They called me a week later and returned the car saying they didn't have the parts still. They only fixed the bent panel and SOME of the paint chips. They wouldn't allow me to keep the car at the service center. They had the car for a week.

I've called the service center several times and nobody has responded. I emailed Tesla Customer Service and all they said they could do was ask the service center to contact me (which they still haven't). They told me that the Costa Mesa service center is their #1 busiest center worldwide (which I believe) but they couldn't do anything else for me. I informed them that this really isn't an acceptable solution and when I asked for a more acceptable resolution they stopped responding to my emails.

I paid for a new car but only received 85% of a new car and this is the ONLY reason I haven't placed an order for the Model Y yet.

I really don't want to head over to the service center to raise hell but it's been 6 months and I don't know what else to do but this customer service is absolutely terrible. LOTS of promises in prior emails from the tesla service center but nothing has been actually done.

Oh and I'm still waiting to get the car wrapped since it'd be pointless to do the wrap with the previous damaged paint.

Anyone have better luck with customer service?

Edit: Forgot to mention they quoted me a week to have car completely fixed after picking it up in February.

If you can find my thread on similar issues maybe there may be some gems in there. I don't know what they will do for you at this point. You might be able to lemon the car though. I ended up requesting a buy back and suddenly all of the issues became resolvable. They had my car for almost a month and half, and I had only had it for 10 days or so at that point though. hell there cars price had dropped 5-6k of msrp by the time I got it back from the shop...

I still have parts in waiting for too. I have a feeling they never actually ordered any of them.

 

[Uncle Paul]

Hard to lemon a car for cosmetic issues. Sounds like they are making attempts to get the car fixed, but are simply overbooked and waiting for parts.

Understand frustration, waiting for these delivery issues to be corrected. Hard to get attention by being the squeaky wheel when so many others are squeeking at the same time.

 

[Pandawan]

I can understand your frustration. It shouldn’t take that long for service, but we all know why. They even said it’s the busiest centre worldwide.
If you’re looking for advice, I think you already gave yourself the right advice.
Go visit the service centre, and see if you can work it out with them.

Hope it works out.

Definitely unacceptable response from the service center about your issues. If I were you I’d head down to the service center in person and talk with a manager. You don’t need to go in yelling and screaming. Just go in there and be kind but very firm about your unresolved issues.

So heading the service center doesn't have to mean being an ass i.e. THAT guy - it probably won't get you what you want. Most people confronted with someone aggressive or unreasonable will get defensive or intimidated and I don't think either will help you get what you want.

I recommend you go in, ask for the service/location manager and tell them you have a complex, long-running situation that's frustrating you and you'd appreciate their help. Sit down and explain. Provided you get their full attention and explain it clearly, any reasonable human being will be inclined to sympathize and help if the facts you've stated are true. Make sure you have a) a full list of the issues and work to date and b) a good understanding of what you want as resolution - this makes it easy for him. Ideally give him any time he needs to investigate and stick around until he comes back with a commitment.

If the SC manager isn't reasonable, contact the main Tesla helpline number and ask for a manager there since you have a serious complaint about the service center manager. As above, explain and proceed.

Thanks for the input guys I'll give it a shot and see how it goes. I have all of the emails they sent me with promises of X, Y, and Z - too much to post on the forums here. I wanted to keep it as short as possible.

Yes, Cathedral City Service Center. 5 STARS

What is it that you want the members of TMC to do?

Nothing, just asking if anyone may have had a similar experience and what they were able to do to get it resolved.

If you can find my thread on similar issues maybe there may be some gems in there. I don't know what they will do for you at this point. You might be able to lemon the car though. I ended up requesting a buy back and suddenly all of the issues became resolvable. They had my car for almost a month and half, and I had only had it for 10 days or so at that point though. hell there cars price had dropped 5-6k of msrp by the time I got it back from the shop...

I still have parts in waiting for too. I have a feeling they never actually ordered any of them.

Hard to lemon a car for cosmetic issues. Sounds like they are making attempts to get the car fixed, but are simply overbooked and waiting for parts.

Understand frustration, waiting for these delivery issues to be corrected. Hard to get attention by being the squeaky wheel when so many others are squeeking at the same time.

If I can't even get Tesla's Customer Service team to help me out going back and forth with emails I highly doubt anything more would happen. I did let them know that I would have requested a new VIN at delivery if I knew it was going to take this long. Now I know the delivery "specialists" just tell you whatever you want to hear to get you to leave with the car.

I'm really not entire sure they're making any attempts since they never call back when they say they will. To be specific, here are the parts they were supposed to order back in November: Window control piece, cup holder trim, center console trim. They were cracked and completely scratched up. The primary reason my original appointment was cancelled in November was for the paint issues since they body shop was completely booked. 6 months for the service center to receive these 3 measly parts is outrageous. Meanwhile, they still haven't completely fixed the paint chips on the car.

I don't even know why they told me to bring in the car in February when they really didn't even do anything.

Lesson learned: I should have just asked for a new VIN at delivery! If I even go through with the Model Y I won't make the same mistake.

 

[Pandawan]

Not sure why but my post was moved to snippiness?

I don't understand.

 

[PoitNarf]

Not sure why but my post was moved to snippiness?

I don't understand.

It was your “huh?” post in reply to another member that was banned this morning. I imagine the mods moved your post along with the “snippy” post from the other person since it didn’t make sense with the other post from the banned member removed.

 

[TeeEmCee]

Not sure why but my post was moved to snippiness?

I don't understand.

Apostasy.

 

[Pandawan]

It was your “huh?” post in reply to another member that was banned this morning. I imagine the mods moved your post along with the “snippy” post from the other person since it didn’t make sense with the other post from the banned member removed.

Ah OK. I don't visit the boards often so I'm not familiar with all of the politics, trolls, etc.

 

[Pandawan]

Hard to lemon a car for cosmetic issues. Sounds like they are making attempts to get the car fixed, but are simply overbooked and waiting for parts.

Understand frustration, waiting for these delivery issues to be corrected. Hard to get attention by being the squeaky wheel when so many others are squeeking at the same time.

That's a great squeaky wheel analogy!