Get a new delivery advisor?

[neroden]

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.

Good. Get him fired.

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.

 

[DrDabbles]

Good. Get him fired.

I don't want anybody to be fired. My goal is to provide feedback in a constructive way so that future buyers don't have the same frustration. Getting fired sucks, getting feedback gives you the chance to improve.

 

[neroden]

I don't want anybody to be fired. My goal is to provide feedback in a constructive way so that future buyers don't have the same frustration. Getting fired sucks, getting feedback gives you the chance to improve.

You should want to get him fired. Failing to get you your paperwork, failing to call you back when you bother him about him not doing his job, failing to respond to contacts from other parts of Tesla,... just not doing his job! You've already flat out refused to deal with him. Why would you want any other customer to have to deal with him?

Perhaps it's not as clear-cut a case as the delivery advisors who have been flat-out lying to people (of which a couple of have been documented), but this is egregious -- it's costing you money because he's not bothering to do his job. If he doesn't do it once, fine, you call and ask him to do it. He doesn't respond to you, fine, you call the rest of the company and have them ask him to do it again. He doesn't respond to that, what is he getting paid for?!?

He's not going to improve. He's been given the chance to improve and he has repeatedly chosen to not do his job, *as you have already documented*. He's deadwood.

 

[DrDabbles]

He's not going to improve. He's been given the chance to improve and he has repeatedly chosen to not do his job, *as you have already documented*. He's deadwood.

I don't know if he's been given a chance to improve or not, since I don't work at Tesla and I'm not his manager. So instead, I have given feedback and I'll let the people in charge decide what is best. The desire to see someone lose their livelihood seems far too strong, and I just have no desire to inflict that on someone without giving them the opportunity to change how they work. I've been fired from a job without previous feedback from a manager, and it sucked.

 

[neroden]

I don't know if he's been given a chance to improve or not, since I don't work at Tesla and I'm not his manager. So instead, I have given feedback and I'll let the people in charge decide what is best. The desire to see someone lose their livelihood seems far too strong, and I just have no desire to inflict that on someone without giving them the opportunity to change how they work. I've been fired from a job without previous feedback from a manager, and it sucked.

I get where you're coming from. I just don't think anyone needs feedback from a manager to know that you're supposed to (a) respond to customer phone calls, and more importanty (b) respond to escalated requests from other departments asking you to respond to customer phone calls.

Not realizing that he is supposed to send the registration paperwork is a training problem, not his fault. Failure to respond to contacts -- you don't need any training to know that you're supposed to call people back. FFS. Even an "I'm swamped right now, trying to catch up" message would have helped you.

 

[starter146]

I was able to get a new DA by emailing
[email protected].

My original DA would email me, never read my replies and re-email me introducing herself again. I was stuck in this endless loop for 2-3 weeks.

Last week I got fed up after not getting a response for a week and emailed
[email protected]. A new DA got back to me the next day. He is very responsive and usually responds in less than 5 minutes.

 

[DrDabbles]

I get where you're coming from. I just don't think anyone needs feedback from a manager to know that you're supposed to (a) respond to customer phone calls, and more importanty (b) respond to escalated requests from other departments asking you to respond to customer phone calls.

Not realizing that he is supposed to send the registration paperwork is a training problem, not his fault. Failure to respond to contacts -- you don't need any training to know that you're supposed to call people back. FFS. Even an "I'm swamped right now, trying to catch up" message would have helped you.

I'd like to revise my earlier opinion. I was told I might have to wait 24 hours, then 2-3 days, then up to 5 days for my vehicle to be activated in my account. It turns out, an earlier hunch was correct, and my DA hasn't changed my account status since before I paid for the car. The website's status indicator still says I need to pay and take delivery. My worry now is that I might have to wait up to 5 days from Oct. 9th when someone had my DA send me an email asking to confirm I received the car (I died inside reading the email). To top that off, the delivery date supplied in the message was wrong.

I have no idea what my DA is doing, but he's obviously not doing his job. I've written to customersupport@tesla to ask they fix my account status, and that they send me to someone that can do something about this person. I'm so over dealing with him, and truthfully I'm done dealing with Tesla for a while. I hope the next time I have to call them for any kind of support, it's so far in the future that this is just an annoying hazy memory.

 

[DrDabbles]

Final update from me on this. My vehicle is now fully delivered, marked as delivered in Tesla's system, and I have no further outstanding issues that require me to interact with my advisor. I have spoken to some fantastic people in the customer support group over this past week. They were willing to work on my issue internally, give me updates as they worked on tracking down details, people, paperwork, etc., and I thought they did a great job.

But like everywhere, some people were there just punching the clock. Their schedule ended at 5pm local time, and that's when they were stopping work on my case. The next morning, maybe they got busy or maybe they forgot, but I wouldn't usually hear back. Two people really stuck out to me as going above and beyond, and certainly doing a better job than I would in their position, so I wrote positive feedback to them to share with their management.

My delivery advisor seems to be making a name for himself internally and externally, and I've given my feedback for his manager to see. I don't know what will come of it, but I doubt it will end with me getting a concerned phone call asking for feedback. And that is honestly the most frustrating part of this all. Tesla is totally opaque from the outside, and there's no real method to properly escalate an issue directly to someone that might have authority or control over the situation. Even worse, until your vehicle is actually marked as delivered to you, it seems none of their systems and probably few of their support staff consider you a "customer". They're spoiled by the demand for their vehicles right now, so you either want one or it is immediately sold to someone else desperate to own one of these vehicles. I'd hate to see them continue this kind of service, though, because the one thing that has smoothed everything over for S and X owners was the fact that Tesla's service was so much better than they expected.

Good luck to everyone in this thread still waiting. I absolutely love my car, and I'm sure the rest of you will too. I'm just disappointed it took so much back-and-forth on my part to get to this point.

 

[DrDabbles]

This thread is a blast from the past, and I guess I can sum up the entire ownership experience by referring back to my last post. Tesla absolutely continued this kind of service, their customer support is worse now than it was back in 2018, the service center experience is exactly like what the delivery experience was, and I've finally traded my Model 3 for another brand.

Too bad Tesla didn't invest in supporting customers properly.