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Good experience at Marina del Rey and software issue in first 24 hrs

Discussion in 'Model 3: Ordering, Production, Delivery' started by Fair Verona, Sep 1, 2018.

  1. Fair Verona

    Fair Verona Member

    Sep 1, 2018
    Los Angeles
    Just wanted to share our delivery experience at Marina del Rey, California. I scheduled for 1pm last Thursday after a super quick turnaround of less than 2 weeks from configuration on 18 August, we could have taken delivery as early as August 27, but wasn't available to pick up until the 31st. Configured a Long Range Rear Wheel Black M3 (planning on getting wrapped so no point paying extra for paint).

    We rocked up to the delivery center and they already guessed who I was, so I must have been the only person with a 1pm delivery that day. They checked we had the Tesla app already installed on our phone and took us to the showroom to wait. Our delivery specialist Arthur came out after a few minutes and introduced himself, said he was going to check everything was in order and then we would go sign the paper work. We decided on the day to have both myself and my partner on the registration (initially it was only going to be me). Arthur said that would be fine because we were paying cash (apparently it's a lot more work to change if there's finance involved) and they just had to redo the paperwork. This probably added an extra 45 minutes to the process, but Arthur actually hung out with us for a lot of the time and we just walked around the showroom looking at the cars and chatting which was really nice. The entire time we were there maybe 2 other deliveries were going on so it was pretty quiet.

    We finally got the paper work done and it was time to take us out to our car. I was nervous hoping there wouldn't be any issues with the car and had a checklist ready. Arthur wanted to jump into showing us how to use the features on the touch pad but I actually asked him if we could have a few minutes to look things over on the car. Everything looked great and I happy to see only 6 miles on the odometer. I noticed some light scuff marks on the back trunk and tiny spots on the side of the car which I pointed out. He said he'd get them buffed out for us no problem before we left. He then took us through the settings on the touch pad and answered our questions and gave us our mini Model 3 which was hidden inside the center console, which I thought was pretty cool. I kind of ruined the surprise by starting to open everything up and saw the little box in there and pulled it out going 'what's this?'. Arthur then took our car to be buffed which took about 15 mins. We came back and there was still a spot that had been missed so he happily took it back again to get rebuffed out and didn't make me feel like I was being a pain at all. After that we were good to go!

    I thought it was a really great delivery experience, our specialist was awesome and I really couldn't have asked for anything more. Highly recommend booking during the week as it's very quiet and they really have the time to spend with you - we took up at least 2 hours and didn't feel rushed or anything.

    That night, we had an issue where the fog lights and then headlights wouldn't turn off after parking the car. They stayed on for hours no matter what we did. We called roadside assistance (it was about 1am by this time) and they took us through resetting everything and trying everything we could but nothing worked and it looked like a software problem, so they said they'd put a service center request in for us to get it checked out. I was a little concerned about the lights draining the battery but it only used up 3 miles, surprisingly. A bit of a bummer on the first day we have the car, but not enough to take the excitement out of it as it's just a pleasure to drive (especially coming from a 2007 manual Honda).

    The next morning I called the service number on the email and got transferred a couple of times about the issue. I wanted to get it fixed the same day because of the fact it was continuously draining the battery. They person on the phone said they spoke to Burbank service center (my closest) to try and book me in same day but they were full so they just suggested that I go there anyway and they wouldn't turn me away. I felt a little skeptical about this but didn't have much choice and braced myself for a long wait.

    Showed up to the Burbank service center, walked in and saw the guy who took us for our original test drive so was nice to show him I had got the car. He took me to the service center area and surprisingly, I was attended to immediately. They had me drive my car into the service area and a technician looked at it straight away while they showed me to the waiting area which had coffee and water etc. The headlight issue was a software problem and turns out, apparently sometimes the new cars need a 12v reset (which has to be done at the service center). After about 20 minutes it was all fixed, and they offered to put it on the supercharger for me as I was getting a little low, which I accepted. That thing charges fast! Got a follow up call the next day to check everything was working well (it was).

    So despite a minor issue in the first 24 hours, I've been incredibly impressed at the service and friendliness of everyone I've come into contact with at Tesla. Maybe I've gotten lucky or maybe it's the locations but I feel well taken care of and LOVE this car!
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  2. Gavyne

    Gavyne Member

    Jul 27, 2018
    Always good to hear positive delivery experiences!

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