Had a disappointing delivery experience this past Friday. Originally scheduled delivery at the Rockin, CA service center on Friday, 9/21 at 2PM for VIN 883xx - red, AWD Model 3 with 19" wheels. First issue started the night before delivery. Was sent an email at 10:45PM with the subject line: 'Delivery Confirmation.' Glanced over it, and thought great, looks good. Arrived the next day at the Rocklin SC at 1:50PM and went to check in with my significant other. After the person that said they would check us in flat out ignoring us after he walked away, another nice Tesla employee came over and offered to check out what was going on. Turns out that they had changed the delivery appointment to Roseville, roughly 10 miles away. It was listed in the email they had sent as the delivery location late the night before. Roseville and Rocklin look somewhat similar at 11PM at night, particularly when you've seen Rocklin listed on the appointment for two weeks on your Tesla account.
So, we quickly made our way over to the Roseville location, roughly 30 minutes late. It turned out to be a business park of some kind with ZERO signage as to where we were supposed to go. Drove around until we saw some Model 3s and figured must be somewhere around there. My other half made her way to check in while I looked around for the car. One of the reps in the area got a call and ended up at my car after looking for the VIN for a bit. While they started the paperwork, the detailer pulled the car out and went about cleaning it up. She was working her ass off, but it was definitely less than an ideal situation for someone. Having to clean up a bunch of vehicles that have been sitting out in the sun all day, and no where to take other than under a small amount of tree shade 15 minutes before the car is supposed to be ready, is a nightmare. Having professionally detailed cars before, I completely understand how tough that must be. End result was a mostly clean car with some issues that we discovered later.
We were introduced to two people. The first person was very inexperienced - it was his second day on the job. The other was who I believed to be our Delivery Experience Specialist, but I think he went buy a nickname that was different from his printed name on the only email we received from him. He was the one that got us started on our paperwork. We definitely felt very rushed (partially a result of us being late), and there seemed to be a bit of a disconnect on knowledge about us submitting our final payment, checking our insurance, etc... Basically, "Oh, if you're good on your Tesla account, then you're all good." He wasn't going to check anything. I also couldn't get a clear answer out of him when the car was legally considered delivered. He kept side stepping the question.
After filling out the paperwork, my significant other and I wanted to take some time to look over the car and make sure everything was in order. We've seen and heard the stories on here. The delivery team's interest was simply to get us to sign the paperwork, give me a 5 min demo, and call it good. They also wanted to do the full delivery of the vehicle in the shade, which I understand may not have been to mask issues (which it would have), but we asked them to pull it in the sun in order to better inspect the paint. I initially found what I thought were a few issues with the front driver door alignment, to which I was told that "the vehicle meets the standards set by Tesla." It was the same line when I asked about the glass roof not being flush with the front windshield. Wasn't off by a lot, but enough that I noticed it relatively quickly. Was given the same line about the car meeting Tesla's quality inspections. Then, I found a few paint issues that looked like dust nib repairs that weren't properly cleaned up. Look like they were wet sanded without be buffed out. The delivery specialist agreed that this was an issue and finally brought out the due bill. He asked the detailer to come over and see what she could do. She was able to get it most of the way cleaned up, but they put a complete detail down on the due bill.
It was at this point that my significant other was in the car and making sure that the interior functions all worked. She turned on the A/C and let it run for a bit. Would not blow cold air. Delivery specialist said something about the AC being one of the quality control checks right before that. We were not given any options that mentioned vehicle refusal in all of this. We were told to call the Rocklin SC and make an appointment. He put it down on the due bill, handed us a copy, and basically told us, "Good luck". There was no offer to help us deal with any of it. So, we tried calling, and were forwarded to the central number. Tried from the car as well and there was a least a 30 minute wait. Our D.A. made no attempt to contact Rocklin and set anything up for the car to be taken care of. Other than the small issues that buffed out quickly, the paint looked good and almost everything else seemed pretty good. My S.O. and I made the decision to just take the car and go straight to Rocklin. The service people were super swamped, but very helpful and managed to get us a Model S loaner. We were told that the service personnel would not be able to look at the car until today, and we got a text stating that it was being looked at and to text back or call a certain number for updates. We tried texting later in the day and heard nothing back. I assume they haven't figured it out yet.
Why am I posting this? One, to let other people know of our experience, so they can be better prepared, particularly if they are scheduled to take delivery at the Rocklin, CA location. The other reason is to ask what people on here think is reasonable in terms of making this right on Tesla's end. Is that reasonable to ask of them? Something like free supercharging for at least a year. I'm thinking it really depends on how long the car spends being serviced and what the issue is, but what does everyone else think?
I'm quite disappointed in the whole experience, that we weren't able to take delivery of our brand new car, and that we essentially operated as a shuttle service to fix something that shouldn't have been an issue in the first place.
TL
R: Messy delivery, car delivered with no AC, almost zero help from the delivery team on dealing with it, acted as a Tesla shuttle to take my car directly from delivery to service, and still don't have the car, nor know how long it will take to get it back.
So, we quickly made our way over to the Roseville location, roughly 30 minutes late. It turned out to be a business park of some kind with ZERO signage as to where we were supposed to go. Drove around until we saw some Model 3s and figured must be somewhere around there. My other half made her way to check in while I looked around for the car. One of the reps in the area got a call and ended up at my car after looking for the VIN for a bit. While they started the paperwork, the detailer pulled the car out and went about cleaning it up. She was working her ass off, but it was definitely less than an ideal situation for someone. Having to clean up a bunch of vehicles that have been sitting out in the sun all day, and no where to take other than under a small amount of tree shade 15 minutes before the car is supposed to be ready, is a nightmare. Having professionally detailed cars before, I completely understand how tough that must be. End result was a mostly clean car with some issues that we discovered later.
We were introduced to two people. The first person was very inexperienced - it was his second day on the job. The other was who I believed to be our Delivery Experience Specialist, but I think he went buy a nickname that was different from his printed name on the only email we received from him. He was the one that got us started on our paperwork. We definitely felt very rushed (partially a result of us being late), and there seemed to be a bit of a disconnect on knowledge about us submitting our final payment, checking our insurance, etc... Basically, "Oh, if you're good on your Tesla account, then you're all good." He wasn't going to check anything. I also couldn't get a clear answer out of him when the car was legally considered delivered. He kept side stepping the question.
After filling out the paperwork, my significant other and I wanted to take some time to look over the car and make sure everything was in order. We've seen and heard the stories on here. The delivery team's interest was simply to get us to sign the paperwork, give me a 5 min demo, and call it good. They also wanted to do the full delivery of the vehicle in the shade, which I understand may not have been to mask issues (which it would have), but we asked them to pull it in the sun in order to better inspect the paint. I initially found what I thought were a few issues with the front driver door alignment, to which I was told that "the vehicle meets the standards set by Tesla." It was the same line when I asked about the glass roof not being flush with the front windshield. Wasn't off by a lot, but enough that I noticed it relatively quickly. Was given the same line about the car meeting Tesla's quality inspections. Then, I found a few paint issues that looked like dust nib repairs that weren't properly cleaned up. Look like they were wet sanded without be buffed out. The delivery specialist agreed that this was an issue and finally brought out the due bill. He asked the detailer to come over and see what she could do. She was able to get it most of the way cleaned up, but they put a complete detail down on the due bill.
It was at this point that my significant other was in the car and making sure that the interior functions all worked. She turned on the A/C and let it run for a bit. Would not blow cold air. Delivery specialist said something about the AC being one of the quality control checks right before that. We were not given any options that mentioned vehicle refusal in all of this. We were told to call the Rocklin SC and make an appointment. He put it down on the due bill, handed us a copy, and basically told us, "Good luck". There was no offer to help us deal with any of it. So, we tried calling, and were forwarded to the central number. Tried from the car as well and there was a least a 30 minute wait. Our D.A. made no attempt to contact Rocklin and set anything up for the car to be taken care of. Other than the small issues that buffed out quickly, the paint looked good and almost everything else seemed pretty good. My S.O. and I made the decision to just take the car and go straight to Rocklin. The service people were super swamped, but very helpful and managed to get us a Model S loaner. We were told that the service personnel would not be able to look at the car until today, and we got a text stating that it was being looked at and to text back or call a certain number for updates. We tried texting later in the day and heard nothing back. I assume they haven't figured it out yet.
Why am I posting this? One, to let other people know of our experience, so they can be better prepared, particularly if they are scheduled to take delivery at the Rocklin, CA location. The other reason is to ask what people on here think is reasonable in terms of making this right on Tesla's end. Is that reasonable to ask of them? Something like free supercharging for at least a year. I'm thinking it really depends on how long the car spends being serviced and what the issue is, but what does everyone else think?
I'm quite disappointed in the whole experience, that we weren't able to take delivery of our brand new car, and that we essentially operated as a shuttle service to fix something that shouldn't have been an issue in the first place.
TL
R: Messy delivery, car delivered with no AC, almost zero help from the delivery team on dealing with it, acted as a Tesla shuttle to take my car directly from delivery to service, and still don't have the car, nor know how long it will take to get it back.
