Delivery Nightmare

[moriiii]

Wow that sucks. Tesla can't spare a few bucks to charge customers brand new cars? That is ridiculous.

Yes, that is ridiculous. I was disappointed when I picked up my M3 last fall and it only had about 170 miles of range - I would have raised a stink for sure if it had just 50. When I was selling cars, we always filled them up with gas before delivering them to the customer - a simple courtesy.

 

[jkoya]

Mine wasn't fully charged on delivery either. I was going to SuperCharge at the Tesla store/SC, but none were available. All were being used by new cars with the Zero Emissions plastic license plate. Some cars were parked in the SC spaces and not even charging.

 

[sri1955]

Don't think this is the way all deliveries go. I would have asked someone with experience to help me.

I had my car delivered to my home and the delivery guy was extremely helpful

 

[Bob M]

Hello All!

I've been a lurker for a while and I'd like to thank all of you for helping me actually pull the trigger on my Model 3 AWD.

I picked up my car Saturday but the process was truly terrible and its clear that Tesla still is not up to par with other auto manufacturers in regards to customer service.

I placed the order 2 days prior to delivery, and was notified that the car could be picked up at the Fremont Delivery Hub. I received no calls from a delivery specialist and when I called, I was directed to a full mailbox that disconnected me. Only though hounding emails was I able to actually get someone from Tesla to talk to me about my trade in, delivery time, and needed documents. I got all this 11:30pm the day before my delivery.

Saturday came and I was directed to wait in the parking lot for my delivery "specialist" to show up. I eventually got a call and I walked over to meet him. He informed me he was actually a software intern and had never even been in a model 3 before delivering to me.

He knew absolutely nothing about the car, but thankfully this forum and YouTube told me how most everything worked. He couldn't open the car, the trunk, didn't know it even had a glove box, and wasn't quite sure that the "extra" charging plug was for. I spent time showing him how to pair my phone to the car and setting everything up. Then he shook my hand to leave before we had actually signed any paperwork.

I asked him about registration, how transferring my trade in plates would work, and what else I needed to provide to Tesla. At that point, I didn't even show him my ID, I could have been anyone! He told me he needed me to sign a bunch of paperwork but I wasn't allowed to have a copy of any of it and that it would populate in my account later. I had to fight to get copies that day of everything in the transaction.

Then I asked him about my trade in and he said he wasn't told anything about that. He said I could take both cars home cause he didn't have any paperwork on that. Obviously that wasn't going to fly, so he called around and they sent another intern over with some trade in papers (all of which I had already filled out online) and they got in my old car and left.

It was pretty poorly handled and felt a lot like selling a car on Craigslist. Signing papers on the kid's back since we didn't even have a table was a nice touch.

I was particularly insulted that Tesla gave me the car with a 50 mile charge. It was just barely enough to get me home. They refused to hook it to one of the many open supercharges since they weren't allowed to give free charges.

We drove away from the Fremont factory pretty pissed off and disgusted how things went. I felt like a total afterthought to Tesla who was just in it to get rid of a car and they didn't care if you liked it or not.

After a few days with the car, I've calmed down. I only need to buy it once, but I get to drive it daily. The car is pretty spectacular in nearly every way. I just wish the delivery process could be more professional where I feel like a valued customer and not a mark.

Sorry for venting...happy to be here!

I bought mine about 5 weeks ago through the Walnut Creek store. The gave me the test drive and over the phone they walked me through the online purchase. 6;hours later the store people showed up at my house in antioch with my car. Everything registration and pink slip wise went perfectly.

 

[Knightshade]

Yes, that is ridiculous. I was disappointed when I picked up my M3 last fall and it only had about 170 miles of range - I would have raised a stink for sure if it had just 50. When I was selling cars, we always filled them up with gas before delivering them to the customer - a simple courtesy.

FWIW there's only ~70-something delivery centers in the whole country, delivering (when production is US focused) 5000-7000 cars a week... most of those delivery centers don't have superchargers at all, just L2 chargers (and few enough of em)....and they're often scrambling around to manage delivering the cars as is....so while I agree they "should" come more charged generally, it's unsurprising they don't given how many larger things get forgotten....

(mine, besides only being half charged, came with an incorrect window sticker (and it wasn't on the window- which is a federal crime), without any phone cables and they had no extras, with only 1 key card instead of 2, and they forgot to do the required state inspection but delivered it to me anyway (which is illegal), I didn't find out they'd missed the inspection until weeks later when I never got a permanent plate and asked why and they realized they'd forgotten it)

 

[doyleranch]

Hello All!

I've been a lurker for a while and I'd like to thank all of you for helping me actually pull the trigger on my Model 3 AWD.

I picked up my car Saturday but the process was truly terrible and its clear that Tesla still is not up to par with other auto manufacturers in regards to customer service.

I placed the order 2 days prior to delivery, and was notified that the car could be picked up at the Fremont Delivery Hub. I received no calls from a delivery specialist and when I called, I was directed to a full mailbox that disconnected me. Only though hounding emails was I able to actually get someone from Tesla to talk to me about my trade in, delivery time, and needed documents. I got all this 11:30pm the day before my delivery.

Saturday came and I was directed to wait in the parking lot for my delivery "specialist" to show up. I eventually got a call and I walked over to meet him. He informed me he was actually a software intern and had never even been in a model 3 before delivering to me.

He knew absolutely nothing about the car, but thankfully this forum and YouTube told me how most everything worked. He couldn't open the car, the trunk, didn't know it even had a glove box, and wasn't quite sure that the "extra" charging plug was for. I spent time showing him how to pair my phone to the car and setting everything up. Then he shook my hand to leave before we had actually signed any paperwork.

I asked him about registration, how transferring my trade in plates would work, and what else I needed to provide to Tesla. At that point, I didn't even show him my ID, I could have been anyone! He told me he needed me to sign a bunch of paperwork but I wasn't allowed to have a copy of any of it and that it would populate in my account later. I had to fight to get copies that day of everything in the transaction.

Then I asked him about my trade in and he said he wasn't told anything about that. He said I could take both cars home cause he didn't have any paperwork on that. Obviously that wasn't going to fly, so he called around and they sent another intern over with some trade in papers (all of which I had already filled out online) and they got in my old car and left.

It was pretty poorly handled and felt a lot like selling a car on Craigslist. Signing papers on the kid's back since we didn't even have a table was a nice touch.

I was particularly insulted that Tesla gave me the car with a 50 mile charge. It was just barely enough to get me home. They refused to hook it to one of the many open supercharges since they weren't allowed to give free charges.

We drove away from the Fremont factory pretty pissed off and disgusted how things went. I felt like a total afterthought to Tesla who was just in it to get rid of a car and they didn't care if you liked it or not.

After a few days with the car, I've calmed down. I only need to buy it once, but I get to drive it daily. The car is pretty spectacular in nearly every way. I just wish the delivery process could be more professional where I feel like a valued customer and not a mark.

Sorry for venting...happy to be here!

My experience was fairly similar, unfortunately. I purchased a model S and I lived 200 miles from the pick-up location. The car barely had enough charge for me to make it to the closest supercharger much less get me home, and I had to figure out how to do everything myself.

 

[hcdavis3]

Yes, that is ridiculous. I was disappointed when I picked up my M3 last fall and it only had about 170 miles of range - I would have raised a stink for sure if it had just 50. When I was selling cars, we always filled them up with gas before delivering them to the customer - a simple courtesy.

Yup my delivery day not enough charge to get home. They put it on their Supercharger and I got charged for the juice.

 

[Trevor B]

Don’t buy your story. It sounds as true as Jussie Smollet’s story.

@roxybalboaguy What was that again?

After charges dropped, 'Empire' actor Jussie Smollett says he has 'been truthful and consistent from day one'

 

[mazers]

Sorry to hear about your experience. They should have made sure that you had enough charge to get home. That said, you'll soon forget the bad and really, really love driving that car!

 

[Dana1]

Y

Hello All!

I've been a lurker for a while and I'd like to thank all of you for helping me actually pull the trigger on my Model 3 AWD.

I picked up my car Saturday but the process was truly terrible and its clear that Tesla still is not up to par with other auto manufacturers in regards to customer service.

I placed the order 2 days prior to delivery, and was notified that the car could be picked up at the Fremont Delivery Hub. I received no calls from a delivery specialist and when I called, I was directed to a full mailbox that disconnected me. Only though hounding emails was I able to actually get someone from Tesla to talk to me about my trade in, delivery time, and needed documents. I got all this 11:30pm the day before my delivery.

Saturday came and I was directed to wait in the parking lot for my delivery "specialist" to show up. I eventually got a call and I walked over to meet him. He informed me he was actually a software intern and had never even been in a model 3 before delivering to me.

He knew absolutely nothing about the car, but thankfully this forum and YouTube told me how most everything worked. He couldn't open the car, the trunk, didn't know it even had a glove box, and wasn't quite sure that the "extra" charging plug was for. I spent time showing him how to pair my phone to the car and setting everything up. Then he shook my hand to leave before we had actually signed any paperwork.

I asked him about registration, how transferring my trade in plates would work, and what else I needed to provide to Tesla. At that point, I didn't even show him my ID, I could have been anyone! He told me he needed me to sign a bunch of paperwork but I wasn't allowed to have a copy of any of it and that it would populate in my account later. I had to fight to get copies that day of everything in the transaction.

Then I asked him about my trade in and he said he wasn't told anything about that. He said I could take both cars home cause he didn't have any paperwork on that. Obviously that wasn't going to fly, so he called around and they sent another intern over with some trade in papers (all of which I had already filled out online) and they got in my old car and left.

It was pretty poorly handled and felt a lot like selling a car on Craigslist. Signing papers on the kid's back since we didn't even have a table was a nice touch.

I was particularly insulted that Tesla gave me the car with a 50 mile charge. It was just barely enough to get me home. They refused to hook it to one of the many open supercharges since they weren't allowed to give free charges.

We drove away from the Fremont factory pretty pissed off and disgusted how things went. I felt like a total afterthought to Tesla who was just in it to get rid of a car and they didn't care if you liked it or not.

After a few days with the car, I've calmed down. I only need to buy it once, but I get to drive it daily. The car is pretty spectacular in nearly every way. I just wish the delivery process could be more professional where I feel like a valued customer and not a mark.

Sorry for venting...happy to be here!

Yikes, sorry. That’s a horrible first day and totally unnecessary. Even my July delivery was better than that.

 

[Knightshade]

@roxybalboaguy What was that again?

After charges dropped, 'Empire' actor Jussie Smollett says he has 'been truthful and consistent from day one'

To be fair, they said they dropped the charges after he agreed to forfeit his cash bond.

he basically paid them $10,000 not to prosecute him.

 

[bwilli]

My first post - please be kind.

I took delivery at the end of September at the delivery center in Bellevue WA (suburb east of Seattle). I arrived a little early for my appointment and it took about 6 hours before I actually sat in my car. Of that 6 hours I spent about 45 minutes that was necessary and productive and 5 hours standing around waiting. After 5 Audi and 1 BMW deliveries I was shocked by the different delivery experience for Tesla. The one genuine saving grace was that once I got the car there were several local Tesla Club members who had volunteered to help familiarize the new owners with their cars. The fellow who helped me spent at least 45 minutes showing me all the nuances of the car and since I hadn't ever driven a Tesla until that moment I can only say that he, to a large degree, softened my agony over the delivery experience.

Like the vast majority of owners I absolutely love the car. It realized that the acceleration of the car would be impressive but I wasn't expecting the handling to be so incredibly good. The way it follows the road it feels like drivng a cat! It tracks right in the same league as my previous Audi's which are great sport sedans.

One ongoing frustration is that after 6 months I still don't have my dual motor badge. It is hard to imagine waiting this long for something that seems so simple. Is this just me or are others enduring this terribly long wait for a simple badge?

BWilli
M3 LR AWD (Multicoat Red, Prem Black,19” Sp. Wheels, FSD, EAP)
Reserved 4/8/16. Ordered 6/30/2018. Delivered 9/26/18

 

[Slarty_B]

View attachment 390684 My first post - please be kind.

I took delivery at the end of September at the delivery center in Bellevue WA (suburb east of Seattle). I arrived a little early for my appointment and it took about 6 hours before I actually sat in my car. Of that 6 hours I spent about 45 minutes that was necessary and productive and 5 hours standing around waiting. After 5 Audi and 1 BMW deliveries I was shocked by the different delivery experience for Tesla. The one genuine saving grace was that once I got the car there were several local Tesla Club members who had volunteered to help familiarize the new owners with their cars. The fellow who helped me spent at least 45 minutes showing me all the nuances of the car and since I hadn't ever driven a Tesla until that moment I can only say that he, to a large degree, softened my agony over the delivery experience.

Like the vast majority of owners I absolutely love the car. It realized that the acceleration of the car would be impressive but I wasn't expecting the handling to be so incredibly good. The way it follows the road it feels like drivng a cat! It tracks right in the same league as my previous Audi's which are great sport sedans.

One ongoing frustration is that after 6 months I still don't have my dual motor badge. It is hard to imagine waiting this long for something that seems so simple. Is this just me or are others enduring this terribly long wait for a simple badge?

BWilli
M3 LR AWD (Multicoat Red, Prem Black,19” Sp. Wheels, FSD, EAP)
Reserved 4/8/16. Ordered 6/30/2018. Delivered 9/26/18

I will say this for my delivery, the car was in good shape and I got the dual motor badge. It's silly that i got the badge before you did.

 

[ngogas]

Contact sc for your badge. They put one on for me yesterday when the mobile service came by to replace my turn signal module and other things.

I got the car in sept last year but didn’t really bother with the small nuisance here and there. I kept a list and mobile took care of all of it in my visit yesterday. Best service ever.

 

[StellarRat]

My delivery went well this July in Portland OR. Car was charging when I arrived. I was early so the SR brought out my paperwork and we did that before the group got the brief pre-flight training. They were doing final checking on the cars before handing them out and fixed my trunk seal in the process. It must have been not quite right. Once I knew how to get the car moving I was out of there. Probably 60 mins counting my 15 min early time. I left with 150 miles charge. That was plenty to get me home. BTW, I've never had a leak in the trunk in case anyone is wondering, so they knew what they were doing. I'm very happy with the car, no problems and it's by far the best vehicle I've ever owned.

 

[Perry]

Definitely sounds like a pretty amateurish and lackluster delivery experience, but at least you didn't have to deal with a shifty finance manager changing numbers on your contract while getting you to look the other way with a cup of tea?

I prepped my wife in advance of the delivery last summer because I knew what to expect (thanks to the online Tesla community) and knew how turned off she'd get by stuff like this. It will be a bit of a sh-show, I told her, not because anyone is trying to manipulate or take advantage of you, but because they simply don't have the ability to do any better right now. Expect glitches. Deal with them, get amazing car, win.

You're going to love the car. Tesla has a [long] ways to go in terms of streamlining their customer service with all this new volume, but they'll get there eventually. Good that you're a part of this community - you will learn much more about your car than most of the entry-level Tesla employees you might interact with.

The question is, when will they eventually get there? They've been round for over a decade. How many more decades does Tesla need to get their act together?

 

[Knightshade]

The question is, when will they eventually get there? They've been round for over a decade. How many more decades does Tesla need to get their act together?

Part of the problem is they initiated a 5x increase in the number of cars they produce, ship, deliver and maintain.

While adding virtually 0 logistical, staffing, or physical facilities to accommodate any of it,

It apparently didn't occur to them they needed truck capacity to deliver more cars until they were already unable to deliver built cars due to its lack.

It apparently didn't occur to them they needed storage capacity to hold cars pending prep/delivery all over the country until they were already unable to take/hold/prep cars due to its lack.

It apparently didn't occur to them they needed adequate supply of spare/repair parts or adequate service centers until they were unable to remotely keep up with demand for either.


Tesla has nobody who understands the actual operational parts of running a company, and seems uninterested in hiring anyone who does- so they are perpetually reacting too-late-after-the-fact to things the average convenience store manager would've realized years in advance would be an issue to be addressed/planned for.

They've been able to get away with this because everyone elses EVs are either imaginary or mostly crap compliance cars- but they need a competent COO to fix this crap before that's no longer true.

 

[Perry]

Part of the problem is they initiated a 5x increase in the number of cars they produce, ship, deliver and maintain.

While adding virtually 0 logistical, staffing, or physical facilities to accommodate any of it,

It apparently didn't occur to them they needed truck capacity to deliver more cars until they were already unable to deliver built cars due to its lack.

It apparently didn't occur to them they needed storage capacity to hold cars pending prep/delivery all over the country until they were already unable to take/hold/prep cars due to its lack.

It apparently didn't occur to them they needed adequate supply of spare/repair parts or adequate service centers until they were unable to remotely keep up with demand for either.


Tesla has nobody who understands the actual operational parts of running a company, and seems uninterested in hiring anyone who does- so they are perpetually reacting too-late-after-the-fact to things the average convenience store manager would've realized years in advance would be an issue to be addressed/planned for.

They've been able to get away with this because everyone elses EVs are either imaginary or mostly crap compliance cars- but they need a competent COO to fix this crap before that's no longer true.

Yep, basically what I said. They are totally clueless operationally and not making any moves to improve.