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Horrific Delivery Experience - Delivery Refused

Discussion in 'Model X: Ordering, Production, Delivery' started by millerm77, Sep 4, 2018.

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  1. millerm77

    millerm77 New Member

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    Today was supposed to be a day of happiness and the joy of getting a new car. I drove 140 miles to pick up our 2nd Tesla (Model X). Upon arriving for our appointment at the Delivery Center (6:18 PM) today, we noticed nobody was around. I literally walked in the delivery center and started calling for someone. Nobody was there to greet us. I ended up send our Delivery person a text message to let her know we were here and that nobody was around.

    Additionally, I was contacted by my Tesla delivery person (Linette Gonzalez) a few hours prior to coming to pick up the car saying that she found some discoloration spots in the paint on the hood. This surprised me because I would have thought this would have been caught through manufacturing quality inspections. She gave me a few options to deal with this. However, the options could not be carried out due to her not knowing Telas own policies. She had to back track on the information she gave me. Then as I am driving to Fremont to go pick up the vehicle, she calls back again and wants me to pay for a modification I made about a week ago, that nobody informed me of any of these extra fees. I put this modification in with Nicole Nino and asked her at the time if there would be any fees. She told me no, just reply back to my email indicating you want Autopilot. It's a software update for crying out loud!

    As I could not find anyone inside the delivery center, I went back outside to take a look at our new Model X. I quickly noticed the key fobs were left unattended inside the vehicle and someone could have easily stolen the vehicle from the lot. I then noticed the seats were all laid back as if someone was joy riding in the vehicle. I quickly started noticing lots of adhesive tape marks on the paint around the vehicle. Even more, I noticed some very glaring front end damage that someone attempted to cover up. The right front bumper had obvious creases, rough paint, and clear coat spatter/smudge marks on the headlight and black molding. There were even areas they painted, but did not put any clear coat on. It literally looked as if someone took a can of spray paint and tried to cover up some front end damage. This is probably the reason for the adhesive marks all over the vehicle to prevent overspray. The middle and other side of the bumper also had some minor dings and scratches. This is the sort of stuff you see at a used car dealership - NOT TESLA!!!!

    Then on further inspection, the same side passenger door was not lining up with the rear door. The front passenger door was sticking out about a 5/8" (on the bottom) as compared to the other side, where it was flush. The appearance was that the front end impact may have caused the door to be pushed out. I believe it is actually against the law for a car dealership to not disclose damage and try to pass this off as a new car. I was horrified and extremely upset that I had waited all this time for the delivery of this car only to find that the car is not acceptable. Both delivery specialists agreed that this vehicle was not in a condition that they could in good conscience give to a customer.

    I ended up having to drive back home very upset and without my Model X. They are supposed to put a new order in and it will be another 6 weeks (may be longer because of end of quarter) before it is finished. Tesla's customer services, quality, fit & finish and attention to detail is horrific. I am actually contemplating whether or not I even want this vehicle anymore. I am so pissed off right now that I wonder what the actual ownership will be like moving forward. They made no offer of any consolation for my troubles. Shame on you Tesla...I'd like to think you are better than this!!!

    Prior to all this, our sales rep was moved to a new position. I only found out about the move when I sent a follow up email to get the status of our vehicle. Her auto-reply email stated that she moved to a new position and to call a 1-888 number for status checks. Not only did she not provide us another person to contact but, the 1-888 number she provided led us to a poorly staffed and mismanaged customer service. I stayed online for nearly two hours only to hang up the phone frustrated and upset and unable to get through. I finally got through this later that day and it only took 30 minutes to get a hold of somebody. However, the customer service rep that was helping me was clueless. She left me on hold for another 30 minutes while she consulted the delivery department to find somebody to assist me. Then she came back on the line and said that she is still trying to get somebody to help her and placed on hold for another 20 minutes. Finally, she gets back on the line and says that I need to go to a ‘service center’ to find out the status of our vehicle. Are you effing kidding me? At this point, I’m ready to cancel my order. I am so furious and upset at the lack of competency Tesla is showing me at this point that it makes me so nervous to know what after ownership might be. I hope this is not the experience of what Owners might come to expect. Our sales rep Dayton Erickson also moved on to another job and turned her phone in. So, our text messages to her were also being left unanswered.
     
    • Disagree x 2
  2. Tam

    Tam Active Member

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    I feel bad that this happens to you. If I were you, I would ask for another one and not accept fixing this one. I am still not clear if that is what you did also.
     
  3. millerm77

    millerm77 New Member

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    Thanks! That is exactly what I did and asked for. I also asked for restitution for my misfortune, pain, and lost time. Everything I have experienced thus far tells me not to expect much. This company is in disarray and will not sustain it's business with quality control issues like this. They are also trying to offer me an inventory vehicle.
     
    • Disagree x 1
  4. JPWX

    JPWX Member

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    Orange County, CA
    That... is just bananas. I am sorry to hear about your experience. I probably would cancel the order. My car came out nearly flawless when I picked up on Sunday, but the process leading up to all that made me very wary of the Tesla "brand."
     
    • Like x 1
  5. CUBldr97

    CUBldr97 Member

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    that's absolutely a pathetic experience! This was at Freemont? stories like these really make me wonder what the hell they do at final inspection at the factory.
     
    • Disagree x 1
  6. Varmint

    Varmint Member

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    Yes, he said it was Fremont. What shatters my brain the most was that it was empty. Don't they um, have work to do? Maybe a few dozen M3 deliveries per hour or something? I'm really starting to think the stress is getting to those people and they're trying to cry out for help, in their own flawed way, and at the expense of customers. I really hope Elon gets a clue soon that this and this alone is enough to tank Tesla. They're their own worst enemy.
     
    • Disagree x 1
  7. Raechris

    Raechris Member

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    Location:
    Boston
    Sorry to hear your experience - unacceptable. It seems T growing pains with M3 are reaching a boiling point. I hope they slow down and deliver the quality products they have proven to be capable of. I send vibes your next VIN provides many miles of trouble free cruising.
     
    • Like x 1
  8. Vitold

    Vitold Active Member

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    Did you take any pictures?
     
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  9. Plan B

    Plan B Active Member

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    Model X is an amazing vehicle but Tesla it's self is going down hill. I would walk if I were you.
     
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  10. jeffro01

    jeffro01 Active Member

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    Okay so I'll be "that guy"... I find it awfully hard, if not impossible, to believe that the Fremont delivery center was "empty"... That's THE location for a vast number of deliveries and having been there a few times myself, it's always been hectic...

    We all know bad delivery experiences happen, we all know they shouldn't ever happen, but we also all know that first time posters shouldn't be given unlimited credit with regards to their story. I'm not saying this post is a lie, I'm saying it doesn't add up... All of the sudden we're getting "nightmare" delivery experiences from first time posters...

    Jeff
     
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  11. davidc18

    davidc18 Active Member

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    You should NOT accept that vehicle. Either cancel and move on or get a new build.
     
  12. Plan B

    Plan B Active Member

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    Freemont is amazing, just being there you get this awesome warm fuzzy feeling that you are at the mothership.
     
    • Love x 1
  13. P85_DA

    P85_DA Supporting Member

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    ;);)
     
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  14. BestHand

    BestHand Member

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    We all have been new posters. A lot of people came here to share and a big part of frustration. It is no surprize, people do not just came to forum to say that everything is fine. They want advice and/or share some experience, they feel a bit better after.
    I hope that some how Tesla will make it for OP, everybody hopes so, because everybody hope for better experience too.
     
    • Like x 2
    • Disagree x 1
  15. Skipdd

    Skipdd Member

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    Normally I give benefit of the doubt, but in this case I do have to wonder. You said you were surprised that requesting Autopilot was free? EAP and FSD are chargeable. Anything else is already there. You said this is your second Tesla - which model and year? Curious that you weren't aware of the different options/charges for Autopilot.

    There have been a number of people that have experienced quality issues, and refusing a car for such makes sense. Btw, accepting an inventory car, if the options are the same is a reasonable offer, provided the mileage is low, car is in good condition, and they offer you some consideration. Did they?

    I took an inventory car that matched my configuration that had 50 mi on it and was $4k cheaper.
     
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  16. regis14

    regis14 Member

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    Sorry to hear about your experience millerm77! I also had a horrific failed delivery for a Model X on Fri, Aug 31 in Fremont. I definitely feel like the car they tried to sell me had several big failures in Quality Control! How did they dare try to sell me a piece of junk?! My favorite was "your passenger door has a few inches long bump; you can take that to the service center and fix it 'on your own time' ". Like how much time would it take me to fix? A month?!

    Kind of odd too that in Fremont delivery center, cars are just in a lot outside with the keys in as you said and anybody could just try out your car. Not the inside "show room" experience I was expecting! And my delivery associate met me half an hour late... well, during that half hour, I got to inspect the cars in depth and saw all the flaws for the car I was expecting to pick up...

    I also tried to reach out to several people at Tesla and people were just out for the long weekend or just didn't care. For example, Santana Row store guys wouldn't confirm if my referral code indeed transferred to my reorder or not. They just said "it should". Like, how long can it take to actually confirm it on their computer? I had to call Tesla 800 # and confirm it myself... how does that make sense for a tech co? Starting to lose trust in the "No compromises" brand... It's looking more like tons of compromises in quality and the way you expect to be treated for a 6 fig purchase...
     
  17. dethman

    dethman Member

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    i hope this entitlement by tesla with the attitude of 'well you want our cars and we're the only game in town so suck it and the SC will fix your poorly made car later' will change.

    problem is there are so many lemmings here willing to accept tesla's BS that it won't change until people start refusing more deliveries of shoddy cars.

    i'm even one of the problems, in retrospect i should have refused delivery until all the issues were fixed, now i'm left with a car that i don't want to take back to the SC because of the hassle, wait, and no loaners.
     
    • Like x 4
  18. spectrum

    spectrum Member

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    Location:
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    I'm sorry, but you sound kind of entitled as well. I, too, overstretched by budget and picked up an imperfect Model X, and I too complained, but you cannot expect perfection from the world's most imperfect car manufacturing company. We should take 99% of the things you noted as granted (at least right now).

    This was still your fault. We all sign waivers that say every change is $500. Even Autopilot. You could have just waited until after delivery if you changed your mind on Autopilot, would've cost you the same.

    • Tesla leaves key fobs in cars all the time. No one has ever stolen a Tesla waiting for delivery from the delivery center. In fact, there are dead zones in Model X where they leave key fobs all the time.
    • No one took your car for a joy ride. Your Model X isn't anything special — they are all the same. Why would they choose your particular one for a joyride? Tesla delivers dozens if not hundreds of these every day across the country. You can't blame Tesla if you're paranoid.
    This is a known problem with almost every Tesla, not just Model X's. Tesla Delivery centers are tasked with detailing these cars to 100% because a lot of them incur damage while manufacturing or while shipping, and generally Tesla is not even aware of these. They are pretty honest with customers if they do discover damage. Mine had rough patches of paint all over, as well. I paid a detail guy to put ceramic coating on it, and he established a proper clearcoat over the car, fixing all known paint issues. Problem solved in under $1000.

    Also, your car isn't the only one with panel gaps. They all do. I can't believe you're a 2nd Tesla owner and you didn't know this.
     
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  19. tpham07

    tpham07 Active Member

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    or the majority of us are happy with our cars? Despite what the TMC sample size may indicate, there is not a widespread quality control issue of tesla vehicles. If there was, it would be front page news. Everything else Tesla related certainly is...

    How odd that the majority of the forum members on this group are happy with their car though, so maybe it is representative of actuality. 99% satisfied, 1% not. After all, its certainly fake news that Tesla owners are the happiest with their vehicles vs any other car brand.

    Tesla (TSLA) tops owner satisfaction survey in auto industry again



    Agreed. Everyone thinks their car is effing special, but service centers have P100Ds as loaner cars, those are a lot funner to take on joyrides

    Haha, yet new member (yet again) and posts long complaining rant.
     
    • Love x 1
  20. ahmarm

    ahmarm Member

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    Mar 15, 2016
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    Location:
    Woodinville, WA
    I have been driving an X for over 2.5 yrs, my VIN is in low 4000, yes there were panel gaps, scratches, fwd alignment, headliner, rubber seal issues, but SC fixed every single one of them... I have been extremely happy with the overall Tesla experience... (this is coming from someone who sold ICE cars at dealerships in Chicago for living, all my 5 college years).
    I recently ordered another X, and also expecting a 95%+ perfect car, with minor cosmetic issues to be resolved by the SC. There’s not a single car that compares to Tesla (regardless of price) in market today that anyone can convince me to buy, even with all the imperfections.
    While I understand the frustrations others may have, I advise you to have open mind and patience, IF you truly want to drive a technology marvel.
     
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