How responsive is your DS?

[cplaw]

When you contact to inquire about the status of production (or when it may go in production), how quick (or should I say slow) is your DS to respond by email?

 

[miggz410]

Usually the same day or with in 24 hours...

 

[democappy]

Usually the same day or with in 24 hours...

Same here. If I write an email in the morning I will usually get a response in the evening. Nothing I ever asked was anything I needed an urgent response on.

 

[Buddy]

Response within 24 hrs each time.

 

[AMPd]

He was pretty quick, within a few hours I'd get a response.

 

[alexvirital]

She's replied generally within 8 or so hours of my asking, and 90% of my emails have been "hey we still on track? STILL ON TRACK?!"

Better response rate than I have to work emails since I ordered, so I cannot complain. Anyone bought beer or cookies for their SC staff at pickup? I feel so bad for these guys having to deal with me. :C

 

[madmantm]

Same here, about one day responses they must be busy i guess.

 

[PtG62901]

What do you think you gain by contacting the DS? The local DS isn't calling the factory and telling them Joe is bugging me, so push his car ahead of other cars on the build line. I'm not doing it, because it costs Tesla money and effort that could be used better doing something else positive. Am I missing out? Call them enough, get a tee-shirt?

 

[fsubrett48]

I just reached out to my DS to get on the same page as him with my trade in, when to apply for financing, secure transportation to the service center if I trade in earlier, and for an updated estimate since I just went into production yesterday. I don't think that's wasting anyone's time or money.

 

[jzhan]

Mine was extremely unresponsive.
Not once did my DS reply me within 48hr window and one times for an entire week until I sent him a reminder that he still hasn't answered my email. I'm not a pushy customer at all. All in all, I emailed my DS 4 times in almost 3 months (including coordinating delivery). I would say that it was one of the worst customer service experiences I had. At the end of the day though, I got my car, but the DS's professionalism was complete c**p.

 

[oferrer]

I've sent a total of two e-mails to my DS, the first one he responded quickly which was the introduction e-mail and I replied to ask some questions about the earliest date to apply for financing.

The second e-mail, I asked about potentially moving the delivery date as I won't be available during the two weeks that the car is supposed to be here, I just wanted to make sure it wouldn't be a problem to push the delivery date a couple weeks. That e-mail went unanswered for 3 days. I called him and left a VM, another day went by and nothing. I called the main 1-800 number and they just told me I'd have to talk to my DS about it.

I e-mailed again saying I was following up on the question, this time I CC'd everyone that was part of the intro email that was sent to me. After a few hours one of the people I CC'd replied saying it won't be a problem and they'll just hold the car at the service center for a couple more weeks until I'm available to pick it up, however I never heard back from my actual DS.

I'm happy with the overall experience so far. Being able to select everything online and actually order the car is a big improvement over the regular car buying experience, my DS hasn't really added anything to that experience tho, if anything it's been the only bad part about it.

 

[BigAirHarper]

I never pestered my DS with "what train is my car on" questions or anything of he sort. I was trading a car in and kept asking questions about what was next with no responses. So I sold my car privately on Craigslist in 3 hours, hahaha. I didn't hear from her until 2 weeks ago when I initiated an email asking the estimated delivery date (6.5 hr drive to the store) so I could coordinate a trip down. Responded once and didn't hear from her again until this week to finalize my closing loan paperwork and MVPA. Soooo in my experience non responsive is the norm.

I've had way better customer service with the customer specialist who took my wife and I on a test drive. Heck she took it in her own accord today to go out and shoot a couple of pics of our car still in the wrapper from the truck ride today! She has been impressive and responsive.

 

[ModelX]

My DS was great, and I did bring him food in thanks!

 

[Grossie]

My DS seems like a good guy, typically has responded pretty quickly, but then I'm 3 days away from delivery and most correspondences have come in the last 10 days. No cookies though, I'm getting my car right after work on Monday.

As much as I wanted to get updates during the wait I never saw a point in bothering the guy, he's not a senior vp at Tesla who can call and get me ahead in line. If I did know a senior vp I would have emailed him/her for sure!

My finance guy was super responsive, always within a few hours (leasing).

 

[cplaw]

Has anyone ever asked to switch DS? Does Tesla send a survey like other manufacturers about the customer service experience? I sent an email to DS on Tuesday, but still haven't heard back. I just sent a follow up email today....