First Delivery Cancelled 14 Hours Prior?!?

[scottysize]

I get an email 14 hours prior to my delivery saying my car didn't ship, so I won't be getting it Saturday August 3rd at 9am as promised. 14 hours prior? Really? They couldn't find earlier last week that my car didn't ship? Now he's saying he hopes it ships this week, but it'll probably be next Tuesday, meaning a possible delivery August 18th. I mean, WTH? At this rate, I'll be making my first payment before I take delivery.

 

[schnitzelboy]

I feel your pain - my delivery was pushed back last minute three times over the course of 10 days - as little as 12 hours before. My situation was also complicated by the fact I was renting a car which I had returned...

It's crazy to think we can track a toothbrush we buy on Amazon at every stage of its journey - but not something that was likely the most expensive thing most of us have ever bought online.

All I can tell you is the post-delivery experience with the car is worth the wait.

 

[Thunder7ga]

Mine got pushed 16 hours before scheduled delivery but my ISA called me. The car was still at the staging location near by and not the lot so they had to delay it by a day.

 

[Wooloomooloo]

Do you have to do your trade in before delivery? Having to set up your financing and pay the deposit is one (unreasonable) thing, but doing the trade in before receipt of the car is another.

 

[theschnell]

Hey at least they gave you 14 hours notice. I called before driving 2 hours down and they said good to go. Take off afternoon of work. Arrive at delivery center with family. Wait an hour. “Sorry, we just found 6 inch crack in rear of glass roof. Could become safety issue if it expands. Can’t let you take car”.

I’m like you’ve got to be kidding me. Cracked rear glass a safety issue? But they wouldn’t budge.

They have my down payment, my financing and insurance are all in place.

My initial request was to have a loaner or rental car if car not fixed within 10 days. So far they have been unwilling to commit to that.

They have offered new VIN all along, but initially I didn’t want to do my financing over again and also drive down again with new VIN and risk of another issue.

But they have not budged, so my latest offer is to go with new VIN but they deliver to my house for free so I don’t have to convince my wife to take me down there again and I don’t have to take more time off of work.

I sent that last night and so they have not had a chance to reply on that yet.

It has been very frustrating to say the least.

 

[scottysize]

So the complete saga as a follow-up.

After the initial cancellation, I never heard back from my "Delivery Specialist". Never heard another word from him. After about a week, the Dallas Service Center called me to say my car was in and scheduled me to pick it up. Initially we set it up for Friday. Then Thursday, they found a computer problem while checking the car out and pushed it to Saturday. Friday, they found that they had to replace the computer and cancelled Saturday because they needed to order a computer. After a week, they contacted me on Friday morning and said, come get your car. I was there in an hour and a half. Took delivery of the car right away. I explained how the car works to my wife in front of the Tesla guy and signed a receipt showing that I picked up the car, and drove away happy and giddy.

That was last Friday. After not hearing from my Delivery Specialists, he finally emailed me on Saturday to tell me I owed him money. See, I decided to go ahead and purchase the Self-Driving at the discounted price once I heard it went up to $5k. He setup a credit card payment 3 weeks ago, but screwed it all up. When he got done adding SD, it showed that Tesla owed me $53k. When I picked up my car, it didn't show SD, so I figured it wasn't added, but my paperwork that was sent to me shows it, so i guess I did get it. Anyway, I do owe him money for it, as long as I got it, but I also told him exactly what I thought of his customer service. If he's the delivery guy, how the hell does he NOT know my car didn't ship initially? Isn't that his job? I asked him repeatedly to speak with his manager. He just ignored me. Here's his response:

"Scott,



I sent your request to speak to a manager when you first requested, and again the second time, and it is on them to contact you if they find it necessary.



I 100% kept track of your vehicle as the status changed from California to Texas. There isn’t a button that tells me an exact GPS reading of the vehicle, as vehicles are turned off during transit so the battery health is not ruined for our customers vehicles. The only status I have of a vehicle is “in California” “not in California” or “in Texas”. I did everything I could to make sure the information was accurate, and at a certain point I am relegated to rely on other teams to provide that information to me. If it is not, I cannot do my job effectively. Dallas provided me with the updated status of your vehicle 14 hours before your delivery, that was not my choice to break the news to you then.



Take care Scott.



<name redacted> | Home Delivery Specialist - Midwest

7180 Pollock Drive, Las Vegas, NV 89119

 

[StellarRat]

Do you have to do your trade in before delivery? Having to set up your financing and pay the deposit is one (unreasonable) thing, but doing the trade in before receipt of the car is another.

I brought my old car to the delivery appt., so I think the answer is no.

 

[Barklikeadog]

So the complete saga as a follow-up.

After the initial cancellation, I never heard back from my "Delivery Specialist". Never heard another word from him. After about a week, the Dallas Service Center called me to say my car was in and scheduled me to pick it up. Initially we set it up for Friday. Then Thursday, they found a computer problem while checking the car out and pushed it to Saturday. Friday, they found that they had to replace the computer and cancelled Saturday because they needed to order a computer. After a week, they contacted me on Friday morning and said, come get your car. I was there in an hour and a half. Took delivery of the car right away. I explained how the car works to my wife in front of the Tesla guy and signed a receipt showing that I picked up the car, and drove away happy and giddy.

That was last Friday. After not hearing from my Delivery Specialists, he finally emailed me on Saturday to tell me I owed him money. See, I decided to go ahead and purchase the Self-Driving at the discounted price once I heard it went up to $5k. He setup a credit card payment 3 weeks ago, but screwed it all up. When he got done adding SD, it showed that Tesla owed me $53k. When I picked up my car, it didn't show SD, so I figured it wasn't added, but my paperwork that was sent to me shows it, so i guess I did get it. Anyway, I do owe him money for it, as long as I got it, but I also told him exactly what I thought of his customer service. If he's the delivery guy, how the hell does he NOT know my car didn't ship initially? Isn't that his job? I asked him repeatedly to speak with his manager. He just ignored me. Here's his response:

"Scott,



I sent your request to speak to a manager when you first requested, and again the second time, and it is on them to contact you if they find it necessary.



I 100% kept track of your vehicle as the status changed from California to Texas. There isn’t a button that tells me an exact GPS reading of the vehicle, as vehicles are turned off during transit so the battery health is not ruined for our customers vehicles. The only status I have of a vehicle is “in California” “not in California” or “in Texas”. I did everything I could to make sure the information was accurate, and at a certain point I am relegated to rely on other teams to provide that information to me. If it is not, I cannot do my job effectively. Dallas provided me with the updated status of your vehicle 14 hours before your delivery, that was not my choice to break the news to you then.



Take care Scott.



<name redacted> | Home Delivery Specialist - Midwest

7180 Pollock Drive, Las Vegas, NV 89119

"

Send him an email demanding the 53k

 

[sdrevik]

I drove down 4 hours to Atlanta only to find they had the WRONG COLOR.

 

[theschnell]

I drove down 4 hours to Atlanta only to find they had the WRONG COLOR.

What are they doing for you? Just getting you a new VIN and saying come back?

As an update on my situation, I pushed my ISA far too hard and now she won't talk to me. I do take some responsibility for that outcome. So now I am stuck waiting for current car to get a new glass roof. I really wish I had accepted new VIN when they offered it.

Such is life. I was super unhappy and tried to push back pretty hard. For me it backfired as they just basically stopped responding to me after going back and forth probably 6 or 7 times via email. In hindsight, I don't really blame them for their response. I kind of put myself into a corner.

Anyway, they just have way too many cars to deliver. Their customer service sucks right now, but if you want the car, you'll learn to work with them rather than pitch a fit. At least thats how it turned out for me. They'll get better once they are not so overwhelmed.

 

[Canikony]

So the complete saga as a follow-up.

After the initial cancellation, I never heard back from my "Delivery Specialist". Never heard another word from him. After about a week, the Dallas Service Center called me to say my car was in and scheduled me to pick it up. Initially we set it up for Friday. Then Thursday, they found a computer problem while checking the car out and pushed it to Saturday. Friday, they found that they had to replace the computer and cancelled Saturday because they needed to order a computer. After a week, they contacted me on Friday morning and said, come get your car. I was there in an hour and a half. Took delivery of the car right away. I explained how the car works to my wife in front of the Tesla guy and signed a receipt showing that I picked up the car, and drove away happy and giddy.

That was last Friday. After not hearing from my Delivery Specialists, he finally emailed me on Saturday to tell me I owed him money. See, I decided to go ahead and purchase the Self-Driving at the discounted price once I heard it went up to $5k. He setup a credit card payment 3 weeks ago, but screwed it all up. When he got done adding SD, it showed that Tesla owed me $53k. When I picked up my car, it didn't show SD, so I figured it wasn't added, but my paperwork that was sent to me shows it, so i guess I did get it. Anyway, I do owe him money for it, as long as I got it, but I also told him exactly what I thought of his customer service. If he's the delivery guy, how the hell does he NOT know my car didn't ship initially? Isn't that his job? I asked him repeatedly to speak with his manager. He just ignored me. Here's his response:

"Scott,



I sent your request to speak to a manager when you first requested, and again the second time, and it is on them to contact you if they find it necessary.



I 100% kept track of your vehicle as the status changed from California to Texas. There isn’t a button that tells me an exact GPS reading of the vehicle, as vehicles are turned off during transit so the battery health is not ruined for our customers vehicles. The only status I have of a vehicle is “in California” “not in California” or “in Texas”. I did everything I could to make sure the information was accurate, and at a certain point I am relegated to rely on other teams to provide that information to me. If it is not, I cannot do my job effectively. Dallas provided me with the updated status of your vehicle 14 hours before your delivery, that was not my choice to break the news to you then.



Take care Scott.



<name redacted> | Home Delivery Specialist - Midwest

7180 Pollock Drive, Las Vegas, NV 89119

"

Funny how on top of things he is when money is owed... doesn't sound any better than having private dealerships.

 

[Canikony]

I drove down 4 hours to Atlanta only to find they had the WRONG COLOR.

I guess the delivery checklist should be updated to ensure the correct color of vehicle!

 

[scottysize]

What are they doing for you? Just getting you a new VIN and saying come back?

As an update on my situation, I pushed my ISA far too hard and now she won't talk to me. I do take some responsibility for that outcome. So now I am stuck waiting for current car to get a new glass roof. I really wish I had accepted new VIN when they offered it.

Such is life. I was super unhappy and tried to push back pretty hard. For me it backfired as they just basically stopped responding to me after going back and forth probably 6 or 7 times via email. In hindsight, I don't really blame them for their response. I kind of put myself into a corner.

Anyway, they just have way too many cars to deliver. Their customer service sucks right now, but if you want the car, you'll learn to work with them rather than pitch a fit. At least thats how it turned out for me. They'll get better once they are not so overwhelmed.

Ya. I had no problems working with my local service center. Their communication was outstanding for as busy as they are. It's the dweeb in Arizona who isn't doing anything but trying to get sales who screwed up and doesn't know how to communicate.

 

[apharris]

I get an email 14 hours prior to my delivery saying my car didn't ship, so I won't be getting it Saturday August 3rd at 9am as promised. 14 hours prior? Really? They couldn't find earlier last week that my car didn't ship? Now he's saying he hopes it ships this week, but it'll probably be next Tuesday, meaning a possible delivery August 18th. I mean, WTH? At this rate, I'll be making my first payment before I take delivery.

I got a call 30 minutes before time of delivery at my house. Car hadn't left Fremont and they have no idea when it would. But, "we'll call you when it does."

 

[Jarrotk]

I also had my delivery cancelled last minute. 6 hours prior to delivery. What poor service.

 

[N5329K]

When they call, you might consider telling them, "I'll try to remember to bring my check. But if I forget, I'll be sure to call."
Robin

 

[scottysize]

I also had my delivery cancelled last minute. 6 hours prior to delivery. What poor service.

I think they're just so overwhelmed trying to get the cars out that things are getting dropped, but I'll tell you what. I had to deal with the Arizona guy again because my plates didn't arrive on time. What a jerk <name redacted> is. If anyone gets <name redacted>, immediately ask for someone else. After he collects your check, he is unresponsive. Does not give a crap about you afterwards. Just a horrible "Delivery Specialist". He only cares about the check, then could care less if you get your car or if you have any problems afterwards. He's horrible.

 

[ForeverFree]

I’ve dealt twice with <name redacted>, and he was great.

YMMV ...

 

[SageBrush]

A friend in SW Colorado had his delivery delayed. Stuff happens during this crazy ramp but I hope things get sorted out for him ahead of time. He has to schedule vacation for himself and his wife, arrange family care, and travel ~ 400 miles to Denver (and then back) for the pick-up. I think he was given a couple days notice of the delay but I doubt that was enough.