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Delivery Remedied

Discussion in 'Model S: Ordering, Production, Delivery' started by SECRET M, Nov 24, 2015.

  1. SECRET M

    SECRET M Member

    Joined:
    Oct 12, 2015
    Messages:
    19
    Location:
    Saratoga, CA
    Hi guys,

    Just wanted to share a quick story regarding our delivery at the Tesla Factory.

    Our initial test drive, configuration, and ordering process was incredibly smooth and just delightful. It was a really fresh perspective on how the car buying experience could really be!

    When we were introduced to our delivery specialist, the process was still fairly smooth. We noticed a slight increase in response time/turnaround, but it was not anything bothersome. Part of the process of waiting for the car is preparing to receive the car, which kept us nice and busy.

    Given the number of pictures I've seen online with respect to Tesla deliveries, I was expecting the Tesla Fremont factory delivery to be something really awesome and special considering that (A) it was Tesla, and (B) it was at their factory! (Think BMW or Porsche European Delivery).

    So the main storyline. I had two requests for our delivery:


    1. Dual Charger Installation
      • Aside from setting up our garage for EV charging etc, I ordered a dual charger installation from the website as it was no longer a factory installed option.
      • In doing so, I reached out to our delivery specialist to see if it could be arranged to install the dual charger prior to delivery. We reached out several times to verify that it would be in process. Both times, I was asked to forward the order confirmation email again.
      • When the car was finally ready, we had to choose the latest possible delivery date due to schedule conflicts for my wife and me; we also hoped it would allow more time for the dual chargers to be installed!
    2. Tailor the entire delivery towards my wife, not me
      • My wonderful wife is the reason we considered at Tesla. She was the one that encourage thinking about a hybrid or electric car to replace her soon-to-end leased Mini Cooper S
      • It also happened to be her 30th birthday when I finally agreed for us to consider a Tesla rather than the other cars we were looking at
      • Our financing paperwork had both of our names on it, but mine happened to be first, so I was worried that the delivery team would focus on me rather than her
      • I emailed our delivery specialist and talked to him on the phone to double-confirm that the delivery would focus on my wife

    To my dismay when we received our car at the factory, both of the above requests, despite early planning, discussions with the very personable delivery specialist, and repeated reminders, failed to happen.


    1. Dual Chargers were not installed:crying:
      • The delivery specialist was not there at my delivery. It was someone else that was training a new delivery person (which is OK with me, but I expected the trainer to really pay attention).
      • The delivery team had no idea my dual chargers were supposed to be installed. No record of it existed according to them. They also asked me if I ever received an order confirmation [frustrating].
    2. Entire delivery kept focusing on me, rather than my wife :confused:
      • ​Everything from the 'Congratulations ___FILL IN NAME___' to the focus on the delivery team was on me! I kept trying to redirect them, but they didn't follow.
      • My wife is a nice person that really doesn't mind either way, but it really set the tone of the delivery to be about me rather than her, despite this being her car.

    Please keep in mind, these are not massive faux pas that should turn anyone away from a Tesla. These are missteps that take away from a very special experience.

    I received a call today from the delivery specialist, and the delivery manager as well, to follow-up. They immediately swooped in to pick up our car and get the dual chargers in immediately. They also dropped off a Tesla P85 loaner to hold us over while the car was being completed.

    I wanted to share that although our delivery experience was a hiccup, the response of the team after the fact was delightful. I have this week off of work, and I happen to also be servicing two of our other cars (I have 3 loaner vehicles right now!), and the Tesla service experience was by far the best.

    I was hoping for some other type of way they can make it up to my wife, but I could not think of anything. They offered to take her through the delivery experience and walk her through the features of the car again, but I think the moment has passed.

    Hope you guys have positive delivery experiences. I am a huge car guy, so I really do think the process of picking up your very expensive car is something you want to remember as a fun and joyful day!

    Cheers!
     
  2. AMPUP

    AMPUP Member

    Joined:
    Mar 27, 2014
    Messages:
    467
    Location:
    Dunn Loring, VA
    Nothing unreasonable with your request. Ultimately it was poor customer service. I assume you followed up with them and provided that feedback? If not you should, else that DS will continue to provide poor service for the next customer. I have no doubt this was an isolated incident and not the norm.
     
  3. SECRET M

    SECRET M Member

    Joined:
    Oct 12, 2015
    Messages:
    19
    Location:
    Saratoga, CA
    Absolutely did. They now have the car to install the dual chargers less than 24 hours after my email to them regarding this issue. It feels more like an exception than the rule from what I've read here. Hoping they can throw in some swag for my wife. Goes a long way!
     
  4. GasKilla

    GasKilla No Gas Know Peace

    Joined:
    Nov 11, 2015
    Messages:
    412
    Location:
    Los Angeles, CA
    From all I've read taking delivery at the factory isn't as nice of an experience as a delivery at your local SC, that said Tesla shouldn't promise things they can't deliver. Sorry to hear it didn't go as promised. They only get one shot at it and it sounds like they missed the shot. Just be sure to put your wife's name on the paperwork when you order your Tesla.
     
  5. jeffro01

    jeffro01 Active Member

    Joined:
    Jan 30, 2013
    Messages:
    1,160
    Location:
    SF Bay Area
    We took delivery at the factory and found it to be a very pleasant experience with how Tesla has it setup. Maybe our expectations just weren't very high... LOL :) But... We were pleasantly pleased with the experience and such.

    Jeff
     
  6. green1

    green1 Active Member

    Joined:
    Mar 25, 2014
    Messages:
    4,105
    Location:
    Calgary, Alberta, Canada
    Not sure what people expect from delivery, I was handed the fobs, and the fellow from Tesla pulled out a screwdriver and put on my plate. That was it. Should I have expected more? What more could I have wanted?
     
  7. bmah

    bmah Obscure Member

    Joined:
    Mar 17, 2015
    Messages:
    728
    Location:
    Lafayette, CA
    I don't quite get this...why? We did a factory delivery (because at the time the factory was the closest service center to us), and thought everything went great (more swag would have been nice but, shrug, they can't give away the entire online store to every new owner). The factory tour was extremely cool, and our delivery person, while a little new to the job, seemed to cover everything we needed to know, and was efficient and friendly. That said that was the only Tesla delivery experience we've ever had (hopefully not the last) and our only factory delivery for any vehicle, so I don't have a basis for comparison.

    SECRET M: Hope the powers that be at Tesla can fix things up so that you and your wife are satisfied...particularly the part about not focusing on your wife as the "real" owner. I would have been pretty irked too, if that was our situation. My wife spec-ed out all three of the cars that have been "hers" since we got married and fortunately each time we dealt with sales staff who understood and respected that. I'd really like to hear the final resolution of that part.
     
  8. Bonlaw

    Bonlaw Member

    Joined:
    May 26, 2013
    Messages:
    308
    Location:
    Orange County, Ca
    Our delivery was to both my husband and me - both times. Perhaps the application purchase agreement was only in your name.
    image.jpeg
     

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