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Delivery Support Specialist: a black hole

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Got started with an order back in May by ordering online and quite quickly got a phone call and email from a nice person identifying themselves as my delivery support specialist, stating that everything looked good and if I ever had any questions to just give them a call, and would be happy to answer any questions or concerns! I was pleasantly surprised!

  • Followed up with an email. Nothing (three attempts).
  • Followed up with a phone call (Twice. Direct to VM and message inbox full)
  • Followed up with text message (nothing).
Since initial contact followed by the typical auto-messages people have had about delivery and manufacturing within 2-4w and 7 days, and those days having passed, there has been no ability to connect with this "delivery support specialist".

Honestly, I'd rather they would never have called then to lead me to believe its a smooth, communicative process.

Anyone else experience something similar?
 
While I don't have any direct experience with a Delivery Specialist yet, communication with my sales rep has yielded similar results as yours.

Ordered a MY right after a test drive, got home and had 2 emails waiting in my inbox from my sales rep. I responded and had 2 questions. Went 4 days and crickets. Sent a follow-up email. It's been 2 more days and still nothing.

Really disappointing...
 
I have the same experience. I ordered at the end of May and got multiple texts at the beginning of June. I reached out to my Delivery Specialist last week and he finally got back to my today. He doesn’t know when the car will be ready, 4-8 weeks to be safe.. so basically like I just put in an order and haven’t been waiting a month.
 
I won't bore you with my delivery experience, but suffice it to say it was awful. An endless parade of people I spoke to who didn't seem to have any ability to make any system changes or action anything. They delivered my first car to Southern California and I live in Northern California. I eventually got my car and I love it, but boy it wasn't easy.
 
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I ordered back in December 2019, and had two conversations with my 'delivery specialist' early May. I left one VM with him early June when I got the 2-4 week delivery text. That VM did not get returned. Got an automated text on Sunday 'expecting delivery June 23-25'. No VIN on the website. I am letting it go because I am not in a hurry to get the MY after hearing all the fit-and-finish issues.
 
I have had similar experience BUT did at least get a response. I threatened to cancel and reorder or move away from Tesla all together and I got a phone call... She explained how Tesla works in this regard and how Elon envisions this process to be completely humanless and one day she wont have a job blah blah. But she just said she understands my frustrations but contact and interaction is limited until a VIN is assigned and that is when communication is started/picked up.
 
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Yeah, communication is one of the things they need to be better at. While Elon's dream one day may be to be fully automated, we arent there yet. Especially as a society. Humans expect communications, timelines, follow through, etc. It is tough to say lets go fully automated when society isnt there yet. I would generally agree talking to a person has been a challenge. I dont have a delivered MY yet, but I am hopeful each day it will be "soon".

That said, I have a slightly better verbal interaction with my two delivery agents. Like you, I received a call from a guy in Las Vegas 24-48 hours after placing my order. He has been "helpful" and generally answers and/or returns my voicemails to him. However I think his information is provided by the script in front of him and he gives me the Tesla line. He even told me yesterday I wouldn't get a VIN assigned until my MY was about to be loaded on the truck. Two weeks prior he told me that I would get a VIN when it "got wheels attached on the assembly line". So even his story is flipping around.

The other rep I have been working with is one of the local delivery agents I met while test driving a MY at the SC. I felt I had an instant rapport with him, so I asked if he could be my delivery agent when the time came to take delivery. He said sure, shared his contact info with me and has been pretty good about getting back to me. However, he hasn't responded to an email I sent him a few days ago, so who knows.

Sorry for the lengthy response. The TLDR version.....Yes, communication is lacking and just like the delivery process, only God and Elon know what is going on, and I doubt Elon does that much. :)
 
My Tesla experience is pretty good one so far...
Test drove a model Y on May 15th. Got a call from "Tim E." the same day and followed with emails a day after. He was very knowledgeable and answered my emails and text quickly. One time, Tim's supervisor "Cindy" even answered my questions via text when Tim wasn't available...Ordered my MY online on May 19th.. My delivery is tomorrow (6/26) at 5 PM at Littleton SC... I sure hope for a great experience tomorrow...
 
I ordered back in December 2019, and had two conversations with my 'delivery specialist' early May. I left one VM with him early June when I got the 2-4 week delivery text. That VM did not get returned. Got an automated text on Sunday 'expecting delivery June 23-25'. No VIN on the website. I am letting it go because I am not in a hurry to get the MY after hearing all the fit-and-finish issues.

Today is the 25th did you hear from Tesla?
 
Don't have a Y ordered but have experiences with buying a 3 and an X. Buying a 3 (my first Tesla) was a nightmare in part because I was anxious trying to get the car right before the 1/1/19 tax credit dip. My delivery date got canceled twice and both times I was getting runarounds if I was lucky enough to get someone to pick up the phone at my local delivery site. Second time with the X in early-to-mid 2019 was much better. I think it's a hit or miss and to some extent depends on your local service center; whether or not you have a rep at the time of purchase (and how good that rep is; it's probably better to have a rep) and whether you're taking delivery at a high volume period like the end of the quarter. But overall customer service along with fit and finish (I will include paint quality in there) are two of Tesla's last remaining major issues to address. (My sense is that they are better now at delivering parts and scheduling service.)
 
Many of us ordered a year ago (or more) with a $2,500 deposit and have nothing. My 19inch, red/white awd is apparently unobtainable! I specifically asked if the combination was a problem and was told it was fine. My calls and texts have gotten a "i will look into it" response. That was 2 weeks ago. Nothing. All is done on my end. As a early order and model 3 owner, I expected more and got nothing.
 
My delivery is tomorrow (6/26) at 5 PM at Littleton SC... I sure hope for a great experience tomorrow...

Congrats on getting yours so soon. I order 4/29 but haven't heard a word. I know there are others that have been waiting a longer time than me, so I feel for them as well. If you see a Red with White interior and 19" wheels tell them I am patiently awaiting their call. :)
 
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I think I am dealing with bigger problems than OP but some of the same. I choose my delivery for this Saturday in Cleveland at 6:00pm. I have a 6+ hour round trip to pick it up since I am in Michigan and delivery center is Cleveland. My delivery advisor is terrible at communication and I can't get a hold of him or any concrete information with my vehicle. I asked if Saturday is a go (I had everything setup on my end to do the 6+ hour trip) but now on my Tesla account it says delivery appointment is Tuesday June 30th at 3:30pm. I did not change this, did not okay it, did not get notified via email / phone / text nothing.

I will now likely not be able to get my vehicle but have no contact from Tesla of what is going on. The only chance of me picking it up whatsoever next week is if they took it to the Toledo service center (which doesn't do deliveries) and I could pick it up at night there.

So I think my vehicle is gone - since this is all Tesla's fault will I get my $100 back? Will this be able to be rescheduled for mid July?

Beyond infuriating.