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Does Tesla answer emails?

Discussion in 'Model S: Ordering, Production, Delivery' started by tliving, Mar 25, 2014.

  1. tliving

    tliving Member

    Joined:
    Mar 8, 2014
    Messages:
    636
    Location:
    New England, USA
    After placing my order and confirming, I had a question for the sales guy (Natick, MA) and emailed him (had his biz card). He never replied. 10 days after confirming I got an email from the delivery team (Watertown, MA) about uploading some paperwork which I did immediately. I had some follow up questions for them in my response and again no reply in more than a week. Their responses are not in my spam etc.

    In this day and age it's almost unheard of to me to get no response to emails. What gives? Are they so over committed they can't reply to emails from customers? Is this unusual?

    Sure I'm anxious for the delivery but I think waiting a week for a response to an email is pretty patient...
     
  2. MassX1317

    MassX1317 Addicted to TMC

    Joined:
    Aug 21, 2013
    Messages:
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    Location:
    Cape Cod, Massachusetts
    My sales guy in Natick (Payson) was fantastic. Answered all my questions and concerns over the couple of weeks while I was waiting to confirm.

    I think from the delivery side, there isn't much going on with the car in the early stages, that all the answers may not be there. I do agree that even if there is no answer to your question, the e-mail response time needs some improvement. Once you get in touch with your assigned delivery person and more information is made available to them, you'll get great service. My delivery specialist (Stephen) has gone out of his way to make this a positive experience. I've stressed out about things that ended up not being a big deal in the end and now I can focus on the beautiful car I will get in the next few weeks.

    Just give them a call and I'm sure they will try and answer any questions you have.
     
  3. Chipper

    Chipper Active Member

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    Sep 23, 2013
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    Location:
    Chattanooga, TN
    I cannot speak to issue with your Sales and Service Center but I too was just a bit frustrated not getting answers very quickly. Once things got closer to delivery though, they got MUCH better with communications.
     
  4. tliving

    tliving Member

    Joined:
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    636
    Location:
    New England, USA
    After starting this thread the sales guy pinged me on email. Seems he never got my last email. I guess Tesla either as a company or as individuals monitor these forums. Sort of wish they just monitored email more. It's not like the delivery guys just didn't get the email. I did the actions they asked, answered questions and asked some of my own. He's going to call the delivery guys tomorrow.
     
  5. RavynArcadia

    RavynArcadia P38188

    Joined:
    Feb 25, 2014
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    Location:
    Louisville, KY
    Ooh. We have the same scheduled pickup date. :)
     
  6. thedaysbetween

    Joined:
    Jan 11, 2014
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    Location:
    Maryland, USA

    For the record, I sent an email to [email protected] about a (possible) future Supercharger on the Eastern Shore of Maryland, and received an excellent response later that day. Just sayin'
     
  7. beck.christopher

    Joined:
    Nov 4, 2012
    Messages:
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    Location:
    Plymouth, MA
    I worked with Payson in Natick and Stephen in Watertown. Both have responded to all my emails fairly quickly after I sent the email.
     
  8. lloyds

    lloyds Member

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    I haven't had the need to contact them recently, but during the summer I did and they got back to me within 2 days.
     
  9. clea

    clea Member

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    Mar 16, 2011
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    Location:
    Laval, Quebec
    I have had emails that I sent to them before that they swear they never received and I've even had some that were bounced (I made sure that the addresses were valid). So I'm pretty sure that it's not a question of them not monitoring their emails but rather something else up with their system.
     
  10. RiverBrick

    RiverBrick Active Member

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    Québec
    I've sent one e-mail and two requests by online form since Saturday and they've not gotten back to me. The online form states the response time is less than two business days, so I guess they are technically aren't late replying yet.

    It's just that when you say you're a serious customer, already have a deposit down on an X, and are willing to immediately pay in full for a Model S in inventory, you'd think they'd be more eager to respond.

    I suspect under-staffing or misdirected resources are more to blame than technical problems, but who knows?
     
  11. tliving

    tliving Member

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    Location:
    New England, USA
    Nice!

    - - - Updated - - -

    Yeah it's odd. I use google apps email which is very reliable and does the spam thing well. Not sure what they use but it seems iffy.
     
  12. RiverBrick

    RiverBrick Active Member

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    Québec
    Tesla did get back to me today, and as a result I have an appointment tomorrow at the closest service center. All is well.

    After this meeting, I will either purchase a Model S from inventory, or request accelerated confirmation of my pending order. Probably the latter, because inventory vehicles tend to be over-equipped for my budget and tastes. It's also a concern that current loaners or demos for sale were driven during the harshest Winter in 20 years around here.
     
  13. Twiddler

    Twiddler Member

    Joined:
    Apr 19, 2012
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    545
    Location:
    Central TX
    At least the office of the CEO seems a little busy at the moment...

    Hello,

    Thank you for your email. Due to high volume, we are unable to respond to all email requests. We thank you for your comments. We will do our best to get back to you.

    Office of Elon Musk, CEO

    Tesla Motors
    3500 Deer Creek Road I Palo Alto, CA 94304
     
  14. jrreno

    jrreno Nothin' left to do but smile, smile, smile

    Joined:
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    691
    Location:
    Sarasota , Florida
    Just curious when you got your pickup date? I confirmed on 3/19, my Dash says May.
    Nice color choices BTW :)
     

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