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.
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.
