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[email protected] is a complete waste of time

Discussion in 'The UK and Ireland' started by thegruf, Nov 2, 2019.

  1. thegruf

    thegruf Active Member

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    So you cant talk to Tesla these days, everything refers you back to [email protected]

    Slight issue with this is that email never gets answered.
    Totally completely utterly useless.

    So if anyone from Tesla GB is reading this - I am (or was?) trying to complete the purchase of an inventory car from you.
    You wasted a day of my time and a considerable journey on the agreed day of collection with a string of excuses why it wasn't ready and sent me away with a passing comment that it was probably damaged in transit.
    That was a month ago and you havent responded to any communication since. And by the way you can expect to provide a price reduction in line with depreciation as I haven't even seen the car yet.

    As difficult as ever to deal with this company :(

    Excited customer => Fed-up customer - why does it have to be like this?

    (Even though I loathe VAG; I so very nearly switched loyalty to the Taycan - but the range is crap)
     
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  2. Tonybvi

    Tonybvi Member

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    I’m afraid I have to contradict you there. I have always had very prompt, friendly and helpful replies to from that email address. I think that the mail is directed to the relevant delivery centres as I actually met a couple of the people who had been answering my queries at Edinburgh when I collected my X last week. Perhaps Edinburgh is unusual in that I have always found them very informative. But I do have to use the deliveryGB email to contact them.
     
  3. Glan gluaisne

    Glan gluaisne Supporting Member

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    FWIW, in the interest of balance only, Tesla are no worse than VW when it comes to communications. I placed a deposit for a VW ID.3 back in May. I've had one email, with a link to a web site that didn't work, nothing more at all.

    Trying to contact VW via email is pointless, they just don't answer, all I've got when I've tried was an automated acknowledgment (in German), but noting more. I cancelled my reservation a couple of weeks ago, and have heard nothing since, and they haven't yet refunded the deposit. I can foresee me probably having to spend a long time trying to sort things out with them on the 'phone, but, based on things so far I may have to learn German first...
     
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  4. WannabeOwner

    WannabeOwner Well-Known Member

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    It does appear to be like that, although I seem to have had a different experience (collecting MS next week, order placed a couple of days ago) (Heathrow in case that is relevant)

    I got to speak to a salesman, have had no trouble getting back in touch with him and sorting out a number of What Ifs

    A delivery person contacted me (by email) about the collection date and I've had useful discussion to set date / time (and she has accommodated the procrastination on my part too ...)

    But I'm not sure how that has come about as on the face of it none of that stuff exists any more ...

    ... I also tried to buy a Wall Charger but a call to Sales had me on hold for an hour before I gave up ... twice ... such that I just bought a brand new one off eBay (someone who changed their mind) and saved myself £50 in the process
     
  5. Rooster6655

    Rooster6655 Active Member

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    Does the sales phone number no longer work?

    The strategy used to be email then phone and ask them to read the email, however backward that seems!
     
  6. WannabeOwner

    WannabeOwner Well-Known Member

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    I gave up being on hold (for a basic purchase of Wall Charger) twice last week ...
     
  7. thegruf

    thegruf Active Member

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    ^this

    I am glad at least one person has had a positive experience, but if Tesla dont respond to my emails on Monday then I'm cancelling.
    Had enough now ... and then of course I then have the joy of getting my £4000 deposit back.
     
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  8. ebraith

    ebraith Member

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    Yep, customer service is terrible.
    Turns out an app and a website are no match for trained staff.

    who knew?

    im still waiting over a month on a response from that address.
     
  9. Cowpring

    Cowpring Member

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    Seems a bit hit and miss regarding emails. I've sent three emails to deliveryGB. First was replied to within 24 hours. Second was replied to within two weeks. Third i'm still waiting for a response to (sent about 4 days ago).
     
  10. WannabeOwner

    WannabeOwner Well-Known Member

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    I get no "bag tag" on emails (typically a unique identifier number in the Subject), so I have no idea how they are dealing with emails, and keeping a thread of correspondence together as would be normal using a Documentation Management System. I reply, within a single thread, using different FROM addresses to emails ... with bag Tag that would be easy, without? must be much more difficult to tie emails together.

    Lots of stuff like this seems to be much better handled by regular companies, let alone a Software Tech Leader. I'd forgive Tesla if it was "coming soon" but after nearly 4 years of ownership even an Elon-time-Soon has long since passed.
     
  11. Mr Miserable

    Mr Miserable Active Member

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    By Monday? Like tomorrow Monday?
    Ain't gonna happen...
    Good luck getting your money back. I think waiting for your car would be the quicker option.
     
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  12. WannabeOwner

    WannabeOwner Well-Known Member

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    :cool:
     
  13. thegruf

    thegruf Active Member

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    :rolleyes:

    yeah - expensive mistake i know, you just know Tesla will push it to the point of legal and then it all just goes to sh*

    how dumb of me to try to give them more money for a car than i paid for my house (okay that was a while back but the missus does love reminding me)
     
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  14. MelT3

    MelT3 Member

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    So, I phoned GB delivery for the 2nd time today. Very different experience from my last call which was polite, helpful and informative. This time, I was just told I still haven’t been matched, no idea when it might be and no answer why others who ordered the same spec and colour after me have already been matched. I was also told I wouldn’t hear anything from them as I’m leasing so they won’t communicate with me directly. This was the exact opposite of what I was told the first time! I think this just proves what everyone knows already - it depends who you speak to on the phone. How Tesla operate is a complete mystery, even to its own employees. Just finished writing this as I’m waiting for my lift home as I now have no car. Fed up and frustrated but hope it will be worth the wait :confused:
     
  15. thegruf

    thegruf Active Member

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    Well - no email from Tesla today, so I found a number and called them.
    To my complete surprise got through almost immediately to a friendly lady who asked for a reference number which I gave and she found the details. I asked for them to be emailed to me and of course received nothing.
    So back to where we started then.
     
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  16. Dazzler75

    Dazzler75 Member

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    It may well be there are variations in service depending on which centre you're routed to. I can echo tonybvi's experience with the Edinburgh branch. They were fantastic and always responded promptly to emails. I've had the care in for a warranty fix too and that experience was also superb.
     
  17. Dazzler75

    Dazzler75 Member

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    * car in for a warranty fix.
     
  18. WannabeOwner

    WannabeOwner Well-Known Member

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    I emailed delivery person ... got out of office and request to email DeliveryGB instead.

    My Tesla is "stuck" asking for details they already have, and (consequently?) I have no final invoice as yet.

    I'll send the money on RN number alone if nothing arrives ... collection is on Thursday, so something needs to happen!
     
  19. WannabeOwner

    WannabeOwner Well-Known Member

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    So my smugness is unravelling ...

    Having sent Email to the (personal address I have for) delivery specialist and got "Out of office until Thursday" which is the day I am collecting ... I forwarded it to [email protected] as instructed in the "out of office" note.

    Nothing (its been all day)

    I managed to find the Salesman's email address in some back-and-forth emails, so sent to him and he has sorted out the missing bits of paperwork. So far so good.

    But I have no Final Invoice, just the "next steps" page ...

    Happily my bank isn't one of those useless High Street flavour ones with all the £10K limit junk and "computer says no" stuff... but ... their motto is "Good job you only want the impossible, miracles take a little longer" so unless Tesla extract digit PDQ they are going to run me out of time
     
  20. thorfun

    thorfun Member

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    just to counter all this negativity, I have phoned (rather than emailed) Tesla delivery and have received excellent service each time. Granted they didn't tell me when my car would be here but were able to tell me some information. when I decided that I didn't want to wait and ordered from inventory they did it over the phone for me, including an email as they needed it in writing, and my Tesla order page updated immediately. Then when I decided a few hours later that I wanted to get a different car from inventory I ordered it online and put the deposit down. then phoned Tesla the next morning and they were very helpful in cancelling my previous order and moving that deposit to the new car.
    so, for me, I'm impressed with the service from Delivery GB, albeit via the phone!
     

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