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How long to correct damage discovered at delivery?
- Thread starter Lhshockey24
- Start date
You need to report it to them within 3 days, but once they know about it you can set up a time to fix it at your leisure.
C141medic
Active Member
When I had issues with mine I had to contact the SC to schedule an appointment. Don’t wait on them to call or email you.
SoundBySully
Member
My car was delivered with a bunch of paint scratches and defects, i was assured at delivery Tesla would sort it out, was asked to send pix of the damage, Delivery agent also took pix at delivery, so not sure why they made me take pix as well. i sent the pix and was told a case would be opened and someone would call me to sort it out. after a week no one called, so i used the tesla phone app to make a SC appt., just dropped the car off today for the paint to be fixed. they gave me a 2018 75D model S as a loaner car. Hope it goes well and quickly, not a fan of the S, big and heavy felling compared to my Model 3
Hi there,
In my case, I first tried to schedule a repair with the Tesla San Jose body shop via email (as I was told by Tesla service I need to go to the body shop for paint repair). When I came to drop off the car at the body shop, they said the repair description is not in the 'system'. They asked me to drive to a nearby SC in Santa Clara, then the SC gave me that [email protected]. After I emailed norcal-concern and described all the paint blemishes/scratches & other damages, I decided to drive back to the body shop again. I showed the body shop my email communication when I made my appointment. Unfortunately, I only mentioned about 1 scratches on the front passenger panel in those emails and not other damages. So the body shop asked me to fwd those emails & agreed to take my car only for that 1 repair.
The next day, a repair advisor from the body shop texted me to give an estimate repair completion date. Then I asked him to repair a major door alignment that was not in my email. I still had other paint scratches to fix that I mentioned in norcal-concern email, but I thought it'd be too difficult to describe in a text message so I decided not to mention them. The repair person was actually very nice and said he'd take care of that door alignment repair.
The following day (2 days after I emailed), I got a call from [email protected] (she's actually from the Santa Clara SC that I chose in the email). She said that she has updated the system with all additional scratches & damages that I need to fix. I texted the repair advisor again to check the system for additional repairs. He acknowledged it and Tesla did repair every paint scratch & damage that I wrote in the email to norcal-concern. All while giving me a 6 days free 2018 Model S rental car
So all in all, it's quite a lengthy process and requires patience. But Tesla does respond to emails + test messages and take care of its customer well.
I hope my experience helps.
Hi there,
In my case, I first tried to schedule a repair with the Tesla San Jose body shop via email (as I was told by Tesla service I need to go to the body shop for paint repair). When I came to drop off the car at the body shop, they said the repair description is not in the 'system'. They asked me to drive to a nearby SC in Santa Clara, then the SC gave me that [email protected]. After I emailed norcal-concern and described all the paint blemishes/scratches & other damages, I decided to drive back to the body shop again. I showed the body shop my email communication when I made my appointment. Unfortunately, I only mentioned about 1 scratches on the front passenger panel in those emails and not other damages. So the body shop asked me to fwd those emails & agreed to take my car only for that 1 repair.
The next day, a repair advisor from the body shop texted me to give an estimate repair completion date. Then I asked him to repair a major door alignment that was not in my email. I still had other paint scratches to fix that I mentioned in norcal-concern email, but I thought it'd be too difficult to describe in a text message so I decided not to mention them. The repair person was actually very nice and said he'd take care of that door alignment repair.
The following day (2 days after I emailed), I got a call from [email protected] (she's actually from the Santa Clara SC that I chose in the email). She said that she has updated the system with all additional scratches & damages that I need to fix. I texted the repair advisor again to check the system for additional repairs. He acknowledged it and Tesla did repair every paint scratch & damage that I wrote in the email to norcal-concern. All while giving me a 6 days free 2018 Model S rental car
So all in all, it's quite a lengthy process and requires patience. But Tesla does respond to emails + test messages and take care of its customer well.
I hope my experience helps.
Very helpful! Sounds like eventually everyone does get taken care of. It’s still a far cry from the days when I could post about an odd rattle on TMC and a service manager would call within the day to offer an appointment for any issues.
jkoya
NA2 NSX
My car was delivered with multiple paint and alignment issues. I called the Tesla approved body shop directly to make an appointment, as suggested by the local Tesla SC. Over the course of about 2.5 months, I added about 13 additional issues beyond what was stated on my Due Bill. On each email to Norcal-Concerns, I cc'd my service advisor at the body shop and forwarded all emails from Norcal-Concerns to my service advisor as well. The Service Advisor also set up the 2 week Model S 100D loaner as well. Dropped off my car on appointment day and everything on my service profile was taken care of !!
If you wait for them to take care of you - forever!
YOU have to pester them, or just return the car if you are not the type to complain.
I had an even larger scratch during delivery on the front bumper during delivery. Tesla guy did not even try to hide it, nor did he care that it was there. Documented everything, and promptly disappeared into a waiting Uber.
The scratch was big, but not deep enough to go through the clearcoat, and I knew it could be polished off.
After 2+ weeks of not responding to my emails and phone calls, I drove the car to the Tesla service location and camped out at the service desk until they offered to either send me to a body shop to respray the bumper (color match nightmare galore), or have someone try to polish it off.
I went with option B.
There were multiple further screw-ups before the job was done, but afterwards, the bumpers looked as good as new. And it cost Tesla only ~2 hours of detailer's time instead of 4-figures bill from a body shop.
They did not care.
It's 100% on you to drive to a satisfactory resolution!
a
I bought an inventory model with less than a hundred miles on it. They said because I got a nice discount they won't fix all the problems that I found a delivery. For instance there was a small tear in the steering wheel weather, and there are few spots where dust was trapped underneath the clear coat. They are fixing the areas where the panels aren't clipped properly and they're sending the missing pieces like the cup holder inserts. I'm quite disappointed though that they will not fix the steering wheel tear.
I went with an inventory car and no discount knowing they would have to fix literally everything.
I think you will be fine. Waiting for the body shop appointment for the paint might take longer than the work though. My husband had some Tesla body shop work done including paint and bumper replacement a few months ago (on his MS due to someone else's bad driving). The appointment took several months to get but the all the work was done in less than a week. Looked great after. Hope you are enjoying driving the car in the meantime. It is hard once you get in it to want to be without it!
Are you thinking of getting some PPF done after the paint issues are corrected? Don't know about Livermore area driving but the roads around the bay here are terrible for loose gravel and crap on the roadways. Hate to see you with paint chips months later.
Are you thinking of getting some PPF done after the paint issues are corrected? Don't know about Livermore area driving but the roads around the bay here are terrible for loose gravel and crap on the roadways. Hate to see you with paint chips months later.
SoundBySully
Member
I was told the same and no one called, i scheduled an appt via the app and got in 2 weeks later. Of course now they've had my car for 4 days and are saying they are waiting on approval from corporate to fix the paint. Lets see how long this takes. They did give me a 75D MS loaner, which im not a fan of, interior feels cramped compared to the Model 3
Stanwood Steve
2018 Performance Model 3
I had a few defects to be taken care of (not all were noted at time of delivery), but I was in no real hurry to get them worked - the car is so much fun to drive I didn't want to give it up, even for a day. However, all issues were noted at the Service Center on my account with photos documenting them. After about six months, I did schedule a service appointment and they arranged for a loaner (Model X). They replaced the dash pad, fixed a couple of very minor paint chips, and the big one, (a poor body panel alignment on the left rear panel), over a period of about a week. Some of these were done at the body shop and some at the Service Center. The work was beautiful and the car was returned with everything fixed. No complaints from my perspective. Although the Model X was nice, I was pleased to get my Model 3 back.
I’ve done both factory and home delivery. My most recent home delivery went ok. I had alignment and paint issues that were photographed by the delivery specialist. She said norcal-concerns would email me, and they did. I added a couple other issues that I missed at delivery. I sent them more pics and they were noted. It was then up to me to schedule the SC appointment. Once I got there, all but one issue was documented at the SC. I had to argue with the advisor on the last item, which he finally stopped stonewalling after I showed him the email thread. I then got a referral number to a local body shop. They took 5 days to get my car turned around which would have been annoying had I not been given a nice new model S loaner. All in all, make sure you take pics and document via email as they don’t do due bills on home deliveries in NorCal.
This is very true, to document everything. The Norcal concerns emails went into a black hole, the service advisor had never seen them, then the service advisor took pics, and the norcal concerns person had never seen those pics, and so on and so forth. Take care of the issues yourself and instead insist on a price adjustment at delivery... It's not worth waiting for these understaffed poor souls to deal with it.
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