So I tried to contact someone in Freemont and they have basically walled off all operations. There is no way to talk to anyone of any significance over there.
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Disappointed in Tesla
- Thread starter srthomas21
- Start date
So I tried to contact someone in Freemont and they have basically walled off all operations. There is no way to talk to anyone of any significance over there.
Well Tesla, you pretty much have a completely dissatisfied customer. Just got an update and they won't give my dealer any reason why my paid for car has not shipped. They are telling me I might get it on Friday night. What is really unbelievable is there is no explanation for this. No details etc. They don't give a damn over at Freemont. They won't even tell the dealer what is going on. For a high ticket car customers expect and demand better. I can live with an explanation of some kind, I can't live with a complete lack of information. It makes me think they are A. hiding something or B. they really just don't give a damn. Both are unacceptable.
The dealer is at his end. He's trying to help and is super nice but all logistics will tell him is that it might be here by Friday. He offered to give me a free annual service for all the headache but at this point I just want an explanation. I tried calling Tesla directly but they have a moat and 20 ft high walls around anyone of importance there.
Super disappointed in a company that's supposed to be better than this.
The dealer is at his end. He's trying to help and is super nice but all logistics will tell him is that it might be here by Friday. He offered to give me a free annual service for all the headache but at this point I just want an explanation. I tried calling Tesla directly but they have a moat and 20 ft high walls around anyone of importance there.
Super disappointed in a company that's supposed to be better than this.
I just got delivery yesterday and was in a similar spot (signed lease before taking the car). Before agreeing on signing I explicitly asked my delivery specialist to agree (in a written form) to compensate any loss if there is a delay of delivery (lucky me there was no delay). So I'd suggest asking same from your DS.
I'd say it most likely C. They are just swamped doing other things and you have slipped through the cracks. I'm sure if someone who had the power to expedite your car was aware of the issue they'd be all over it. I guarantee you it is not personal. Though I've been in your shoes before and I totally understand the frustration. And yes, you should get something for their failures. Maybe two annual services. Or have them work with the finance company to push out your payments a month. Tesla makes expensive cars but they are still a new company growing at an incredible and almost unbelievable pace. It's not an excuse but it does explain why this can happen.
Good luck. Enjoy your car when you finally get the darn thing.
Thanks, the strange thing to me is that my dealer has talked directly to the logistics manager. They won't give him a reason why it's been sitting there since March 27th when it finished production. So he has talked directly to the main guy in charge and didn't get jack from him. I know I haven't slipped through the cracks as he's talked directly to the guy.
Tweet @elonmusk
On LinkedIn send email to this guy:: https://www.linkedin.com/in/josh-ensign-3604431
or this guy: https://www.linkedin.com/in/josephjyoon
They owe you an explanation and to make you whole. For whatever reason they may not be able to get you the car any faster, but they should be providing better customer service and greater transparency -- especially since you did them a favor by signing the lease papers and taking on that obligation sight unseen. You can also point out that other owners and potential owners are hearing about your situation via online forums and you imagine others are not going to be inclined to take the same risk in the future.
I suggest you tell them you want it delivered to the Service Center and request that they go over the car thoroughly to ensure there's nothing wrong. And they should give you a loaner immediately to use until your car arrives.
Good luck.
On LinkedIn send email to this guy:: https://www.linkedin.com/in/josh-ensign-3604431
or this guy: https://www.linkedin.com/in/josephjyoon
They owe you an explanation and to make you whole. For whatever reason they may not be able to get you the car any faster, but they should be providing better customer service and greater transparency -- especially since you did them a favor by signing the lease papers and taking on that obligation sight unseen. You can also point out that other owners and potential owners are hearing about your situation via online forums and you imagine others are not going to be inclined to take the same risk in the future.
I suggest you tell them you want it delivered to the Service Center and request that they go over the car thoroughly to ensure there's nothing wrong. And they should give you a loaner immediately to use until your car arrives.
Good luck.
My DS really is trying. There is just no transparency happening on the Fremont side at all. I emailed the regional manager who is out of town with no email access until April 25th so that doesn't help.
I expected tesla to go above and beyond with the customer experience but they really have not unfortunately. I've had to tell them I wanted compensation, none would have been offered if I hadn't asked.
I'm just going to be patient and not get worked up over it anymore. I've let them know I'm not happy and I want to keep a semblance of a good relationship with them as I have two model 3s on order and have to have the S services etc. They are telling me Friday evening at the latest. What they should have done is hired a private transport, loaded the car today and it would have been here tomorrow evening. Its really the principle of the situation having paid for it and told it would be here April 1 - 4th and they told me this was the "fastest" way to get the car. Feel like they used me to get a number then didn't care after that.
I just don't see that I can do much more than I have already. If anyone has any contact info to someone hire up at tesla let me know.
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Smart, remain calm, document everything, and get the compensation you deserve. Either cash, or as you mentioned earlier, a full free annual. Including the cost of the brakes. I would even ask for free tire rotation in the first year too.
I still think that the Securities and Exchange Commission would find this interesting. Especially if this happened to many buyers at the end of the quarter. They really shouldn't be able to count it if it is still sitting there.
I haven't accepted the delivery. I still have to sign off on that when the car gets here. I do regret signing the lease before taking delivery no doubt. I trusted Tesla would do the right thing and they do have the reputation of being a customer centric company.
Alright guys, thanks for all the comments and suggestions on this. I'm going to chill out until my car gets here and I'll post an update with resolution.
To the OP: I can only imagine your frustration, and FWIW you have my empathy.
From what you've presented here, it does seem possible that you were made an "unkeepable" delivery promise in order to improve sales numbers. That sort of chicanery, which is quite common in other consumer industries, is distressing to find in this company that many of us want to believe is better than that.
Still, if we're going to be honest about it, we have to admit such practices are Capitalism 101. The companies are under pressure to meet/exceed shareholder expectations, the execs cascade that pressure down the chain of command and the customer-facing staff transfer it to the consumer. So while it's very frustrating, we shouldn't be completely surprised that even Tesla too would operate in such a fashion.
OP, my hat's off to you for handling it so well. That, and the fact that you're supporting Tesla with your lease and M3 reservations. I have a feeling that you will somehow be made "whole" by the company. In any case though, I think it's very important to point out the most obvious upside: dude, you're gonna be driving your own Model S soon! And IMO, that's all that really matters in the long run. Tesla will undoubtedly continue to have a variety of customer service, delivery logistics and other issues as the company grows and matures, but all of that fades into the background when we're finally behind the wheel of one of the most amazing cars ever built.
From what you've presented here, it does seem possible that you were made an "unkeepable" delivery promise in order to improve sales numbers. That sort of chicanery, which is quite common in other consumer industries, is distressing to find in this company that many of us want to believe is better than that.
Still, if we're going to be honest about it, we have to admit such practices are Capitalism 101. The companies are under pressure to meet/exceed shareholder expectations, the execs cascade that pressure down the chain of command and the customer-facing staff transfer it to the consumer. So while it's very frustrating, we shouldn't be completely surprised that even Tesla too would operate in such a fashion.
OP, my hat's off to you for handling it so well. That, and the fact that you're supporting Tesla with your lease and M3 reservations. I have a feeling that you will somehow be made "whole" by the company. In any case though, I think it's very important to point out the most obvious upside: dude, you're gonna be driving your own Model S soon! And IMO, that's all that really matters in the long run. Tesla will undoubtedly continue to have a variety of customer service, delivery logistics and other issues as the company grows and matures, but all of that fades into the background when we're finally behind the wheel of one of the most amazing cars ever built.
Unfortunately, this is typical. Internal communications within Tesla has been bad since day one and I don't know why they haven't fixed it yet.
And now they've admitted that it's still at Fremont?
Ouch. That's pretty dishonest of them. Document everything.
To be fair later they said it was on a Tesla carrier just sitting in Freemont. My imagination runs wild when I think about it too much haha. I can see them loading up car carriers full of a teslas and not having a truck to actually move the cars so "technically" they are loaded on a carrier but no trucks to move them. I seriously think its probably just parked on their lot somewhere.
This is exactly what I just can't fathom. The internal communication and transparency is completely broken. Imagine what's going to happen when all the model 3 orders are being produced. If they don't fix it they are going to have a lot of pissed off people. The really sad part about this is they won't even tell the DS what the reason is for the delay. It's like it's some big secret or something. I can handle valid reasons with a solution. What I have a hard time with is lack of transparency and zero communication. Especially in a situation like this.
I agree. One of the reasons I agreed to this is because I want Tesla to succeed . I wanted them to hit that delivery guideline. One other poster on this thread said they asked him to do the same thing (sign lease early) but his delivery went smooth. I put too much faith in their processes and didn't realize how broken their internal communication structure / culture is.
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