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Get a new delivery advisor?

Discussion in 'Model 3: Ordering, Production, Delivery' started by tomc603, Oct 1, 2018.

  1. tomc603

    tomc603 Member

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    Hey all, before I start making another round of phone calls, has anybody successfully been assigned a new delivery advisor? Thanks!
     
  2. jeanvaljean

    jeanvaljean Member

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    Mine, as of today, said he no longer has access to my account. And his email sig now says he works for Energy Sales.

    Wonder if all the energy people who helped for q3 went back to their regular jobs. And if so, how I get a new DA...
     
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  3. R1Fast

    R1Fast P3D Blue/White

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    I have been 1-2 days from (re)scheduled delivery 5 times now, and have yet to see an 'assigned DA'. How and where are they assigned? Nothing in my Tesla Account, email, or any communication with the T.
     
  4. stillwaiting

    stillwaiting Member

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    My advisor is MIA too, I guess he is either on vacation or back to his previous role. that said anyone on the delivery assistance number was able to answer my queries.
     
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  5. tomc603

    tomc603 Member

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    They reach out to you before anything else happens. For me, I got an email telling me that my car was built and asking me for several details (payment/lender details, driver's license, insurance policy, etc. Do you have a VIN assigned to you? If so, you may want to call the customer support number. They can get you in contact with the delivery hotline, and those people can tell you roughly what the status is.
     
  6. jeanvaljean

    jeanvaljean Member

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    What is the customer support number? Sorry for dumb question.
     
  7. tomc603

    tomc603 Member

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    The delivery hotline people said my DA had two other people call them to find out what's going on. They were able to tell me where my car is, but nothing about the status, no further dates, nothing. They directed me back to my DA. So I sent him one final email to see if he'd follow up at all. I knew the answer, but figured I'd give it one last chance. Tomorrow morning, I'm asking for a new DA. I'm not really sure what I'd do if they say no, so hopefully being re-assigned is a thing that's possible.

    tesla.com/support has the contact info.
     
    • Informative x 1
  8. stillwaiting

    stillwaiting Member

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    8887712505
     
  9. R1Fast

    R1Fast P3D Blue/White

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    For me that was an ISA (inside advisor). Not someone who said she could do anything about delivery other than schedule.

    Isn't the DA the person assigned who's on the hook for your actual delivery?
     
  10. tomc603

    tomc603 Member

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    At this point I've talked to so many people and learned so many acronyms that I have no idea which does which. I presumed a delivery advisor was the person that let you know the car was ready, got your account in order, scheduled you at a delivery center. They seem to be in Las Vegas as best I can tell. Then I presumed a delivery specialist was the person you spoke to when you pick up the car- the person that greets you, goes over any remaining paperwork, verifies payment or takes final payment, and walks you through the car's features and controls. They are at the delivery centers.

    I thought, but I could be totally wrong, that an ISA was an internal sales person that helped you through the process of buying a car, figuring out options, etc. Basically, the person you get if you call the 8xx number on Tesla's site for "sales". But again, I could be completely wrong. I've talked to too many people about it, and I can't keep them straight anymore.
     
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  11. MXWing

    MXWing Well-Known Member

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    Best way to get things done is to go to a sales center and talk to someone in person.

    They have more channels to get answers than we do.
     
  12. jeanvaljean

    jeanvaljean Member

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    Sales center or delivery center? They're different places here in Columbus. Will try sales center today first.
     
  13. R1Fast

    R1Fast P3D Blue/White

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    +1 on this. That is how I finally got my most recent VIN; walking in and talking to a salesperson. Something, for some reason, dozens on the phone and the SC/DC couldn't do!
     
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  14. tomc603

    tomc603 Member

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    I hope I don't have to do this, since I know where my car is and it is assigned to me. My nearest sales center is also a pain for me to get to. But at this point, any communication would be good communication I suppose.
     
  15. tomc603

    tomc603 Member

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    Just got off the phone with Tesla's delivery hotline. Seriously, for the call volume and type they're probably getting these have all been extremely nice people and I've really enjoyed talking with them. I've done customer service with the general public, and anybody that can do the job without yelling at everyone complaining is a hero. :D

    That said, the person I spoke with doesn't believe they'd be able to assign me a new delivery person. But they offered to look into what's going on and get me on the schedule themself instead of going through the hassle of finding and dealing with somebody else. Thats fine with me, so they're looking into the details now and working out how a home delivery works. The person I spoke with hasn't arranged one of those yet, so they're going to collect everything they need and contact me with details.

    I will say, the midnight delivery date/time that home deliveries have on the website also seems to appear on Tesla's side. I know several people have been confused by this, because Tesla aren't open at midnight. I previously assumed the date listed was a carrier pickup date, and that midnight was just a default value in Tesla's system. But the delivery person I spoke with today was also confused by the date listed, so whatever the value may mean, Tesla isn't doing a good job telling their own people.
     
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  16. tomc603

    tomc603 Member

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    After a week of what I can only say were frustrating calls with great service representatives, I still had to deal with my assigned delivery specialist. In the latest round of "Of course he messed that up", he didn't bother to send me the registration package for my car. So now I have a car that I can't legally drive, my town hall closes at noon tomorrow, and there are no inbound FedEx shipments scheduled for me at all, let alone anything coming overnight. He had four days to send the paperwork, and just didn't bother.

    As if that wasn't enough, the delivery truck sent to my house wasn't told they'd be picking up a trade-in vehicle. And as far as I know, no other transporter has been arranged to come get it. Not that I would know without hounding someone else anyway. Not it's up to me to chase someone down and make sure Tesla get their vehicle from my property. This guy got nothing right.

    Finally, when I called the delivery hotline today to say I expect my package by 10am tomorrow, they again offered to reach out to my delivery specialist. I flat out told them I refuse to deal with him anymore. Now they're hopefully reaching out internally to find out what to do. I've even told them that if the paperwork can be produced at my "local" service or sales center, I'd be willing to drive the 2 hours round trip to get it from them. But they're not sure if they can do that because my car came out of the Baltimore port instead of a delivery center.

    The one up-side of all this is that I have taken detailed notes throughout the entire process, because I planned on sharing my experience here and in a blog post. Now I'll be sharing them with Tesla directly in hopes that they can do something to prevent anybody else from the completely mysterious, undocumented, confusing nonsense I've been through.
     
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  17. R1Fast

    R1Fast P3D Blue/White

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    Update on my end as well.

    6th appointment today at 10am with no status/confirmation call from Tesla in the last 48hrs.

    Showed up at Bellevue SC on time and was promptly greeted by my advisor. I asked if the car was finally ready and he said "yes it is!". I literally got goosebumps.

    We started reviewing paperwork when another employee walked up with "bad news..". I don't need to tell you the rest of the story but the car is still 180mi away in Portland.

    I asked to speak with the delivery manager, Sirena. She apologized profusely but 'yawn-been-there-done-that' too many times already. When I told her I sold my car 2 weeks ago and I'm still waiting for my P3D six appointments later, she offered to put me in a loaner until it's resolved.

    Small progress today, and it was a nice gesture on her part. No Tesla's available to loan so they stuck me in a Mazda from Enterprise on their dime.

    I'm really hoping the number of #uckups combined with the added pressure of an out-of-pocket-expense that racks up every day the car is delayed is enough for them to expedite my delivery. And after this whole mess, they need to add some kind of concession to make things right.

    I wonder if they will enable EAP since the cost is absorbed and it's a relatively quick SW flash. Since the car has been sitting for a few weeks I'm guessing it needs an update anyway. What do you guys think?
     
  18. RyanT

    RyanT Member

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    What a mess. I've been trying to talk to them about my trade in, they took my model S 2 weeks ago but still haven't sent the check for it. I managed to talk to my DA but he didn't see anything wrong. Seriously, there's $41k missing here. It's so clear cut, I was trying to explain it's on page 6 of the MVPA but he either hing up on me or got disconnected. Now I'm calling HQ again and they're leaving him messages.

    I guess I'll keep calling until they send the check to the credit union *sigh*. I wonder how much money they're wasting on the customer care personal on all these calls..
     
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  19. tomc603

    tomc603 Member

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    I don't know. I haven't heard of anybody getting freebies like that from Tesla. But if you're racking up days and miles on their rental, how many days can they go before it's cheaper to just give you the car and a feature like FSD? Even at $100 a day, they've got less than a month before they've already paid the $3k. Good luck.

    Whaaaaat? Two weeks and they haven't paid you for the car you sold them. That's getting awful close to lawyer time. I mean, please don't sue them because I don't want my share price to go down, but wow that's nuts.

    Yeah, the leaving messages game for a DA that doesn't bother to communicate in the first place has been a fun game to play. Hopefully you can escalate to a manager and find out what the hell is going on.

    This is what really burns me. If they had even a basic CRM system, it could remind service reps to call customers. It could even schedule automatic follow-up messages like "Still working on this". Even a fake message would be better than none at all. If they think they're going to double the number of cars they're selling in the next 3-6 months and that whatever they're doing now is going to scale, they're absolutely insane.
     
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  20. willa1975

    willa1975 Member

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    I get a new delivery advisor every time they cancel on me.

    On #5 now.
     
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