How do I get in touch with someone from TSLA who has actual authority?

[FredMertz]

I am getting frustrated with the lack of accountability of people on the chat line or the 25-year old that picks up the phone at my local service center.

Does anyone know of a way to contact a "manager" -- someone who has the seniority and authority to give me a definitive answer on the price reduction issues I am having? Chat personnel telling me the price reduction for my stealth is "in the system and approved" while local service center guy telling me they will not lower the price of the stealth.

FWIW, I tried tweeting Elon, but that seems like a black hole...

 

[richyrich]

Don't you have a delivery advisor? There should be one assigned and they're the point person to help you - I know mine on a first name basis, get texts and email replies in minutes, I heard from them the day after ordering. They can escalate if it's not something they can solve.

Like all companies there is no "executive hotline" that bypasses normal customer service - it would be impossible to manage since most people feel their issue is the most important thing in the world and the angries would abuse it. As with any org, stay calm, be persistent (but not unreasonable) and you should get somewhere eventually - most people want to help.

FYI this is not a Tesla challenge, I've dealt with organizations large and small who struggle to properly route and fix problems, it happens.

 

[FredMertz]

Don't you have a delivery advisor? There should be one assigned and they're the point person to help you - I know mine on a first name basis, get texts and email replies in minutes, I heard from them the day after ordering. They can escalate if it's not something they can solve.

Like all companies there is no "executive hotline" that bypasses normal customer service - it would be impossible to manage since most people feel their issue is the most important thing in the world and the angries would abuse it. As with any org, stay calm, be persistent (but not unreasonable) and you should get somewhere eventually - most people want to help.

FYI this is not a Tesla challenge, I've dealt with organizations large and small who struggle to properly route and fix problems, it happens.

Is the delivery advisor the person who sent me the "Congratulations on your Tesla order" email? If so, that person does not respond to my emails. The only guy that responds to my emails was a guy who randomly picked up the phone at the local delivery center one day and gave me his email if I had any questions. He's the one that said I can't get a price adjustment, despite the chat agent telling me that she saw an "approved" price change on my account.

I'm not looking for some sort of super executive support team -- just someone one layer ahead of the guys that pick up the phone at the local deliver center. Someone with accountability, whose job performance is in some part tied to customer service.

I hate to be a Karen, but I just want to talk to someone's supervisor.

 

[SparkyTX]

When I was having order/delivery issues I was able to speak to my delivery advisor's supervisor but that was as high as I was able to get. I asked to have them contact me and they did. I've sent feedback via the Questions and Comments section under the Contact link at the very bottom of the Tesla website but I received no reply from that. Like richyrich said most companies have these communication links but they often seem like blackholes as I can imagine Tesla's is hit pretty hard.

 

[SEndicott]

That's a tough one. I am not sure there are many people that are in the know at Tesla. While a completely different subject than your original post, yesterday when I picked up my MY I asked my Delivery Advisor is he knew if sounds isolation cover for the heat pump had been installed. He said he didnt know but would ask the Service Manager. He came back a few minutes later and told me that "The Service Manager , who has been here for 7 years, said that I was incorrect. Tesla's do NOT have a heat pump and have never had a heat pump, and I was incorrect." I pushed back, and even pulled up my cell phone that shows the Model Y's do have a heat pump and he still didnt believe me. I figured it wasnt worth the fight. I just shook my head and went on with my delivery.

 

[glide]

I am getting frustrated with the lack of accountability of people on the chat line or the 25-year old that picks up the phone at my local service center.

Does anyone know of a way to contact a "manager" -- someone who has the seniority and authority to give me a definitive answer on the price reduction issues I am having? Chat personnel telling me the price reduction for my stealth is "in the system and approved" while local service center guy telling me they will not lower the price of the stealth.

FWIW, I tried tweeting Elon, but that seems like a black hole...

Haha! First Tesla purchase?

There is no escalation path. No one in charge. Your only option is to tweet the CEO and hope he responds back. Basically, if you’re not an influencer, you have no recourse.

Keep in mind, this is how they treat you *before* they have your money.

 

[FredMertz]

I just had a long conversation with a different gentleman at the local delivery center. It appears that I am going to downgrade to the LR AWD.

As I explained to him (it was a pleasant conversation -- he let me vent), I started this whole process ready to purchase a $70,000 car -- Performance with FSD. First, they slashed my trade-in, so I cut the FSD, so I cut that $70,000 to $63,000. Then they wouldn't give me a price adjustment on the stealth Y, costing me $1000 reduction and $1500 NYS rebate. So now, I'm getting the LR AWD with the wheels I want, which gets me down to a $53,000 car.

That is some crappy business they pulled off there.

 

[MP3Mike]

Then they wouldn't give me a price adjustment on the stealth Y, costing me $1000 reduction and $1500 NYS rebate. So now, I'm getting the LR AWD with the wheels I want, which gets me down to a $53,000 car.

That is some crappy business they pulled off there.

They don't negotiate or give discounts to people, other than for things like demos/loaners. They can't price adjust a "stealth" performance Model Y to the new price, because they no longer sell that configuration so there is no price to adjust it to.

 

[FredMertz]

They don't negotiate or give discounts to people, other than for things like demos/loaners. They can't price adjust a "stealth" performance Model Y to the new price, because they no longer sell that configuration so there is no price to adjust it to.

You seem to be confusing can't with won't.

If they can still physically produce the car, I think it is reasonable to think that a programmer at one of the leading tech companies on the planet can figure out a way to allow the billing system to reduce the price. It's just a matter of wanting to do it.

 

[jimmym1981]

You seem to be confusing can't with won't.

If they can still physically produce the car, I think it is reasonable to think that a programmer at one of the leading tech companies on the planet can figure out a way to allow the billing system to reduce the price. It's just a matter of wanting to do it.

True...they won't do it simply because it does not qualify for the reduction, since it is no longer is available to order. Welcome to the Tesla way...

 

[calypso]

How in the heck do you get a "delivery advisor"? I placed an order online - other than a "thank you for your order" email, I've had no updates or communication sent from Tesla.

 

[MP3Mike]

You seem to be confusing can't with won't.

If they can still physically produce the car, I think it is reasonable to think that a programmer at one of the leading tech companies on the planet can figure out a way to allow the billing system to reduce the price. It's just a matter of wanting to do it.

No, it is a matter of policy. Their policy is the published price is the price. i.e. What is published is what they charge. There is no lower published price to adjust your order to match.

 

[gigawatt1010]

How do I get in touch with someone from TSLA who has actual authority?

Tweet @elonmusk. Just wait till he regains control of his twitter account.

 

[JohnSnowNW]

How in the heck do you get a "delivery advisor"? I placed an order online - other than a "thank you for your order" email, I've had no updates or communication sent from Tesla.

You don't get a delivery advisor until you're closer to delivery. Though, Tesla changes the way they communicate so often that I'm actually not sure you'll get a "delivery advisor" in the same sense that other people have had one in the past.

 

[TomServo]

I ordered ours on June 29th, got the welcome e-mail, completed all the "pre-delivery" steps I could to include financing. And was a futuer owner in waiting without ANY other communication from Tesla. When they announced the price reduction on a Sat afternoon I didn't know who to call so I went out to the Order page and when that chat box popped up I started a chat session. Gave the person my order #, he responded that the folks that would handle that weren't available, but someone would be getting back to me with 24 hours. On Sunday I received this e-mail:

Good Afternoon Thomas,

I wanted to follow up and let you know that the request has been submitted for the price to be adjusted to the latest pricing for your Model Y order. Please allow 24 hours for these changes to reflect on your Tesla account.

Best

Brandon Green
Delivery Support Specialist, Inside Delivery
6569 Las Vegas South, Suite 200, Las Vegas, NV 89119

It wasn't until late Monday evening (after checking my account all day) that the adjustment to my purchase order was updated to reflect the $3K discount. And at the exact same time, I noticed my VIN had been posted. So from a Saturday afternoon chat session to having my purchase order revised on Monday afternoon was about 48 hours.

I have heard others say all they did was call their local Service Center and they could/would make the update.

Good luck

PS: Oh and to this date, I have not spoken to a human or been assigned a Delivery Specialist or whatever they are called.

 

[secondclaw]

I've had an order since March, and have no delivery advisor. The only human contact I ever got was a person who was doing my trade-in valuation.
Requested price adjustment via Chat on Monday, and received no emails or any alternate communication. No price adjusted either.

 

[calypso]

You don't get a delivery advisor until you're closer to delivery. Though, Tesla changes the way they communicate so often that I'm actually not sure you'll get a "delivery advisor" in the same sense that other people have had one in the past.

Right on, appreciate the info. Just wanted to make sure I was not missing some magical step in the process.

 

[TomServo]

Well as I was still monitoring this thread I just received a message that I need to schedule my delivery, so on Saturday, July 25th at 11:00 am we are scheduled to take delivery. Fingers crossed I get a good one.

 

[richyrich]

The only guy that responds to my emails was a guy who randomly picked up the phone at the local delivery center one day and gave me his email if I had any questions. He's the one that said I can't get a price adjustment, despite the chat agent telling me that she saw an "approved" price change on my account.

If they're saying there's a price adjustment on file but you still haven't picked up the car, maybe just wait until you get closer to pickup time - at that point you'll get all the docs and they'll be keen to sort out any discrepancies. If the adjustment is on file, they'll apply it. Quite a few things can't be sorted out until then anyway.

If your price adjustment is to get the new lower Y prices, as far as I know and going by all sources, you will get the lower price, don't worry about it. Also imagine just how many enquiries they have with exactly that same question right now?

 

[richyrich]

You don't get a delivery advisor until you're closer to delivery. Though, Tesla changes the way they communicate so often that I'm actually not sure you'll get a "delivery advisor" in the same sense that other people have had one in the past.

Sorry, not true. I ordered online last Saturday and got a call from my DA on Sunday. Maybe it's a Canadian friendliness thing? ;-)