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Delivery Nightmare Cautionary Tale

Discussion in 'Model 3' started by chihuahua31, Jul 26, 2018.

  1. chihuahua31

    chihuahua31 Member

    Joined:
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    Annapolis, MD
    I wanted to share my ongoing delivery nightmare that I am experiencing at the Owings Mills, MD center as a cautionary tale for others with upcoming scheduled delivery dates. For reference, my reservation was made at 7:30 AM 4/1/2016. I configured the evening of June 27th around 9 PM. On July 1, I got a call that my car was asssigned and was in the regional delivery center. I presumed this meant a short truck ride away. The earliest they could schedule me was 7/23/2018 which I thought seemed far away if the car was so close. But, I was okay with that date, as it was only 3 weeks away. My long wait was nearly over, or so I thought.

    After fighting with a relatively unresponsive ISA, I got all my paperwork and everything in line a week prior to delivery. I was a fairly easy customer as I was paying all cash. The last business day before my delivery date (7/21) the local delivery center called me around 4 PM to tell me the car had not arrived and they didn't know where it was. They said they had no choice but to cancel my delivery date Monday morning at 10 AM. I was beside myself, but understood I was in the middle of the Model 3 delivery surge. I said I would call them Monday for an update. I called Monday morning bright and early and miraculously, my car had arrived. They said they would inspect and detail it and I could pick it up around 3 PM. I was over the moon! All in all, it would be a delivery delay of 5 hours. At 1 PM, I called them to ask if it passed inspection. They said it did not.

    There was a major scratch on one of the undercarriage panels. I asked how long it would take to fix. They did not have an answer but would by COB (lie #1). They never called back that day. I called the following morning and got a pretty condescending lecture about how logistics are hard, etc etc. I was told I was never promised and estimate the previous day (lie #2) but promised an estimate that day (Tuesday 7/24) (lie #3). Tuesday came and went with no update. Fed up, I drove to the center Wednesday morning to inspect the damage myself. My car was in the Tesla lot not even in the body shop yet. I could not talk to anyone as the showroom hadn't opened yet. I called and emailed later that day. I finally got a return call at 8 PM Wednesday night. They said the car would be going to the shop Thursday but not to expect an ETC until 24 hours after they get the car (7/27). Then, they told me after the body shop estimates the time, add 2 days because they never meet their estimates. First, after the unfulfilled promises, I have no faith that the car is going to the shop Thursday or that I will get an estimated completion date this week. So, I am in limbo right now with no certainty about the future.

    I know this situation will all get worked out in time, but the whole process after putting down my $2500 has been anything but smooth and lacked any iota of good customer service. IMG_20180725_092348921 (1).jpg
     
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  2. silentcorp

    silentcorp Member

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    Denver CO
    So you were delayed, and found some defects on your car? That seems pretty par for course around here, hardly a nightmare.
     
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  3. Ejl80

    Ejl80 Supporting Member

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    This is not the first thread about a crappy experience at that store.
     
  4. chihuahua31

    chihuahua31 Member

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    What is and isn't a nightmare is subjective and has a lot of factors that play into it. Also, just because it happens to lots of people does not make it less unnerving.
     
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  5. Jedi2155

    Jedi2155 Please Insert a Model 3 into Avatar

    Joined:
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    Nothing here would make it seem like a nightmare to me. It would be rather poor service and delivery, but these have already been commonly reported.
     
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  6. Koflach

    Koflach Member

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    this is more of an inconvenience than a nightmare. Would you rather they had just delivered it to you with the scratch that they knew about?
     
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  7. chihuahua31

    chihuahua31 Member

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    Actually, yes. I even asked them to do that so that I could get it fixed on my own time. Instead, it is sitting in Tesla's lot for an indeterminate amount of time waiting for their body shop to have an opening. It's not a safety issue and it isn't even noticeable unless you kneel below the car. There are two Tesla certified body shops within 5 minutes of my house. I can go to one of them, schedule a time 2 - 4 weeks from now and get it fixed.

    I call it a nightmare because of the endless calls/emails that go unanswered asking a simple question: "When will it be ready?" I have gotten body work done before. This is how it goes: You go to a shop, show them the damage, they say, we don't have availability until Day X. This work will take Y days to do. You can drop of your car on Day X and pick up on Day X+Y. I have done it numerous times, and that is how it always works. Tesla has taken a week and can't even give me that info. It's a scratch, not a car with 3 body panels destroyed and wheels ripped off.
     
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  8. dhrivnak

    dhrivnak Active Member

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    Not true as I and many other customers received their car on time without any issues. Sometimes stuff happens and it appears Tesla is trying to make it right.
     
  9. khraiv

    khraiv Member

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    Phoenix
    You should voice this to the head of that location so that something might be done. Forum is fine for venting but will accomplish nothing else. Could even forward this post to someone at Tesla HQ
     
  10. 97Monty

    97Monty Member

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    Kansas City
    I can empathize with chihuahua and the back and froth frustrations of having to deal with what apparently is a small damaged area. However, we unfortunately have to reminder ourselves of how much volume Telsa is dealing with right now, how many are actually going through without problems. I think we all know that the delivery/service centers are the current bottlenecks. They're continuing to try and push as many cars out with the limited resources that they have, so when something like this happens, it unfortunately is probably not as high priority.

    As hard as it is, I would try to take stock in that Telsa is trying to make it right even if it means waiting a bit longer. I'm still waiting for a call/email to say my car is in production/enroute.
     
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  11. psykobunny83

    psykobunny83 Member

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    Miami Beach
    That sounds brual. I just love the people posting here "nothing sounds like a nightmare here to me." Lol, like sure, until it actually happens to you. Everyone is so condescending on here!
     
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  12. chihuahua31

    chihuahua31 Member

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    I have done both of these things: talked to local managers and nationally. I believe I have been as vocal as possible with everyone who will listen.
     
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  13. Lasttoy

    Lasttoy Member

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    If one reads all the post on here? No matter the subject? It seems very evident the SCs are not prepared for the onslaught of 3s arriving daily. I noticed yesterday my SC had rows of 3s to prep. Only one man does the preping.
    I think if we track the complaints about the SCs, we will see a big increase. I will bet you, they have not hired and trained enough technician to work in the SCs.
     
  14. chihuahua31

    chihuahua31 Member

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    I think it is partly because it didn't happen to them and because there are enough reports of even worse experiences that it pales in comparison. My Delivery Specialist tried to make me feel better by telling me they have a car that has been in the shop for 6.5 weeks. That isn't that comforting until you have an estimate for mine! And one that is quicker!
     
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  15. Ejl80

    Ejl80 Supporting Member

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    Don’t say that. The people on this forum will tell you it isn’t Tesla’s fault they aren’t prepared for their business to be run properly.
     
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  16. Trips

    Trips "Boring bonehead questions are not cool. Next?"

    Joined:
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    In my eyes, you are 80% of the problem. As of a month ago Tesla was estimating that you could get your car in October or November and then moved that up to August or September. They should have never told you that you could get the car early and that is why I am giving them 20% of the blame. They have kept you informed with the information they had and you have still been taking up their time calling and emailing them. They did their job by inspecting your car and not letting you have it unless it was perfect. Give them some breathing room as they want to sell you this car as much as you want it. You are still are still 2-4 months earlier then their estimate and getting it before 100,000+ people that put a deposit down before you.

    April 1st 2016 – You loan Tesla $1,000 and are now roughly #170,000 in line.
    June 26th - You were hoping to get an invite that had a 3-5 month (Sept 26th – Nov 26th) delivery window.
    June 27th - You get an invite and order with a 1-3 month (July 27th – Sept 27th) delivery window.
    June 30th – Tesla has now produced roughly 45,000 Model 3’s
    July 1st – Tesla calls and says that they can deliver your car on July 23rd.
    July 21st – Delivery center says there is a delay and they will contact you when they know more details.
    July 23rd – You call them bright and early, they have your car but still need to inspect it.
    July 23rd – 1pm you call them to check on the inspection and it did not pass.
    July 25th – In the morning you are fed up and drive to look at the car
    July 25th – You call and email and they called you back at 8:00pm saying that it needs to go to the body shop.
     
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  17. chronopc

    chronopc Active Member

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    Sorry to hear about your experience. It can be frustrating dealing with the SC. Hopefully you get your issue sorted out and you can enjoy the car.
     
  18. EricUSC

    EricUSC Member

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    Location:
    Los Angeles, CA
    I would reject any car that would require body shop work to correct because repaints can be detected with a paint meter. Anything else, I trust that Tesla will do the right thing to rectify the situation. I feel that I am very lenient when it comes to my accept/reject criteria for the Model 3.
     
  19. chihuahua31

    chihuahua31 Member

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    Annapolis, MD
    @Trips Nice summary although some of the details are misleading. Each of the calls/emails you bolded were because the local center missed a promised deadline they self-imposed. I called July 23rd in the AM because they said they would update me when they closed Saturday but they did not (not a huge deal since nothing was going to change). I called at 1 PM Monday because they said they would call me by noon with the result of the inspection (they did not). They called at 8 PM Wednesday but this is after promising me an estimate by COB Monday and they still did not have an estimate (partially because the car was still on their lot and the body shop hadn't seen it yet).

    Am I a loud and annoying customer? Guilty. Am I not letting them get off promising things and not delivering? Guilty.

    It is true that they originally promised me the car in 2-5 months when I ordered, but as soon as they changed that to July 23, the promise has changed. It doesn't matter that they beat their first estimate, it only matters that they meet or beat their most recent estimate. Anything else is a promise that is not delivered on.
     
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  20. lairdb

    lairdb Member

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    Location:
    California
    With some manufacturing and logistics experience I have a lot of sympathy for Tesla's situation, but I think you're spinning too hard. It could also be:

    Tesla says they can deliver July 23rd.
    Tesla says "never mind, someday, change your plans and chill"
    Tesla says "yes, today! change your plans and hustle down here"
    Tesla says "never mind, but by COB; we'll call"
    Tesla doesn't call and doesn't deliver by COB.
    Tesla says condescending things and promises a call. No call.
    OP leaves messages and looks in person to find facts are not consistent with what Tesla says.
    No call.
    Tesla says "we're taking action, but it's uncertain; chill. btw, bro, don't believe what we tell you when we do call"

    I think OP's issue is mostly about what Tesla says having only a tenuous relationship with reality.
     
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