In praise of an excellent order and delivery service - Nashville

[SucreTease]

One reads on these forums, as one does, of many complaints when a product or service doesn't meet up to reasonable expectations. That is the nature of online forums, which are necessarily heavily biased towards complaints and problems. It is the dissatisfied customer who has the greatest emotional motivation to post their experience.

That is why I want to take this opportunity to praise my order and delivery experience for my new Red Model S 100D. The folks at the Nashville-Brentwood showroom provided exemplary support; particularly my Owner Advisor, John Blanks, and my Delivery Specialist, Lindsay Ek. Both of them were very responsive to my emails and text messages, and kept me posted of all changes as my order and vehicle moved through the process. My vehicle was in nearly perfect condition, with the exception of a few minor quibbles which I have confidence will be satisfactorily taken care of.

Also, because I financed my vehicle through Alliant Credit Union (with that awesome 1.49% loan), which allowed me to sign all of my documents online before I even showed up at the showroom for delivery, there was virtually nothing for me to do upon delivery except to sign over my trade-in vehicle. It was eerie just taking the vehicle without all of the paperwork that one spends signing at a traditional dealership. It felt almost like I was taking it without paying for it.

That red is so sharp, I could slice bread with it!

 

[CBPfromTN]

Hi there! I also am a John Blanks customer and we have been SO happy with the great customer service he has provided so far. Mr. Blanks is very knowledgeable and so available for any questions. We have been speaking with him since Nov. 17th when we test drove a Model S and I couldn't get over how accommodating this dealership as a whole, is! I just ordered my model S last week and am super excited!
I am like you, I ALWAYS give credit where it's due and I don't know if all Tesla dealerships are this great, but I'm here to tell you, I certainly agree with you about Mr. Blanks. He is very professional, he KNOWS what he is talking about and he is just a wealth of information! I felt COMPLETELY at ease when I made my final decision and this was precisely what and how the Tesla buying experience should be. I have never had so much fun purchasing a car! The most difficult part is waiting for delivery but I know that Mr. Blanks will be there every step along the way! Exceptional experience, exceptional car with an exceptional owner advisor. It just doesn't get any better! (By the way, I ordered Obsidian Black with WHITE interior!) CAN.NOT.WAIT!

 

[wjkalana]

I have a complete opposite experience at Nashville delivery center. They delivered my car to my home while I m traveling as I asked them to do it due to complications that can arise from tax credits. They did deliver it day earlier than they initially thought. That’s where the good experience ends. I asked Lindsay to take some photos and send it to me before giving it to the driver which she never did. Then I felt something is fishy and I asked a professional detailer to come to my house and check out the vehicle. There were multiple scratches on the car and also there was a paint chip in one location. To make matters worse she didn’t even answer any of my emails and I had to call and hunt her into line. She said she is working a resolution but till now she didn’t call me or email me. I m hoping to call back on Monday morning.

 

[SucreTease]

They delivered my car to my home while I m traveling as I asked them to do it due to complications that can arise from tax credits. They did deliver it day earlier than they initially thought. That’s where the good experience ends. I asked Lindsay to take some photos and send it to me before giving it to the driver which she never did.

I'm sorry to hear that you did not have a positive experience. My understanding is that when if you take delivery at your house, that means that it goes from the distribution center to your house instead of going to the showroom—not that it goes to the showroom first, then to your house. Maybe someone can correct me if I am wrong about that. If I am correct, that means that the showroom does not have to opportunity to clean your car up for you. That is why I turned down home delivery.

 

[SucreTease]

Mr. Blanks is very knowledgeable and so available for any questions. We have been speaking with him since Nov. 17th when we test drove a Model S and I couldn't get over how accommodating this dealership as a whole, is! I just ordered my model S last week and am super excited!
I am like you, I ALWAYS give credit where it's due and I don't know if all Tesla dealerships are this great, but I'm here to tell you, I certainly agree with you about Mr. Blanks. He is very professional, he KNOWS what he is talking about and he is just a wealth of information! I felt COMPLETELY at ease when I made my final decision and this was precisely what and how the Tesla buying experience should be. I have never had so much fun purchasing a car! The most difficult part is waiting for delivery but I know that Mr. Blanks will be there every step along the way! Exceptional experience, exceptional car with an exceptional owner advisor.

Completely agree with everything you wrote. You filled in all the details I left out.

BTW, I placed my order on 11/5, it was confirmed with VIN on 11/9, and I received delivery on 12/16.

 

[wjkalana]

I'm sorry to hear that you did not have a positive experience. My understanding is that when if you take delivery at your house, that means that it goes from the distribution center to your house instead of going to the showroom—not that it goes to the showroom first, then to your house. Maybe someone can correct me if I am wrong about that. If I am correct, that means that the showroom does not have to opportunity to clean your car up for you. That is why I turned down home delivery.

No it came to Nashville SC first. Then they cleaned it up and send to my house.

 

[Snobun]

I'm sorry to hear that you did not have a positive experience. My understanding is that when if you take delivery at your house, that means that it goes from the distribution center to your house instead of going to the showroom—not that it goes to the showroom first, then to your house. Maybe someone can correct me if I am wrong about that. If I am correct, that means that the showroom does not have to opportunity to clean your car up for you. That is why I turned down home delivery.

If you take home delivery, the car is supposed to be inspected/detailed in Fremont after getting off the production line, then it gets on a truck to your home. It is supposed to be transported in an enclosed transporter too. On the other hand, they use open carriers for cars heading to SvC and wait for them to be inspected and detailed by the SvC. That’s how it was explained to me. My car is supposed to be a direct ship but somehow it ended up at a SvC 400+ miles from me and we are waiting for them to find another transporter to get my car to me.

 

[CBPfromTN]

I have a complete opposite experience at Nashville delivery center. They delivered my car to my home while I m traveling as I asked them to do it due to complications that can arise from tax credits. They did deliver it day earlier than they initially thought. That’s where the good experience ends. I asked Lindsay to take some photos and send it to me before giving it to the driver which she never did. Then I felt something is fishy and I asked a professional detailer to come to my house and check out the vehicle. There were multiple scratches on the car and also there was a paint chip in one location. To make matters worse she didn’t even answer any of my emails and I had to call and hunt her into line. She said she is working a resolution but till now she didn’t call me or email me. I m hoping to call back on Monday morning.

 

[CBPfromTN]

I have a complete opposite experience at Nashville delivery center. They delivered my car to my home while I m traveling as I asked them to do it due to complications that can arise from tax credits. They did deliver it day earlier than they initially thought. That’s where the good experience ends. I asked Lindsay to take some photos and send it to me before giving it to the driver which she never did. Then I felt something is fishy and I asked a professional detailer to come to my house and check out the vehicle. There were multiple scratches on the car and also there was a paint chip in one location. To make matters worse she didn’t even answer any of my emails and I had to call and hunt her into line. She said she is working a resolution but till now she didn’t call me or email me. I m hoping to call back on Monday morning.

Oh wow.....wjkalana, I would be unhappy as well. I looked at your pictures and the scratches are awful and the chipped paint is really bad. I don't blame you for being upset. I hope you hear from her Monday morning...(I feel that you will.) That isn't exactly the exciting moment I am sure you were waiting for. That being said, I am sure they will make it right for you. It's just disappointing to receive it with damage. Please keep us posted. By the way, I love that color! Good luck and I hope they will get it right quickly.

 

[wjkalana]

If you take home delivery, the car is supposed to be inspected/detailed in Fremont after getting off the production line, then it gets on a truck to your home. It is supposed to be transported in an enclosed transporter too. On the other hand, they use open carriers for cars heading to SvC and wait for them to be inspected and detailed by the SvC. That’s how it was explained to me. My car is supposed to be a direct ship but somehow it ended up at a SvC 400+ miles from me and we are waiting for them to find another transporter to get my car to me.

It was not the case in mine. Lindsay told me when it arrived at Nashville delivery center on 11th morning. Then she said they will detail it and deliver it on 14th. Driver called me when he picked the car up from Nashville.

 

[Snobun]

It was not the case in mine. Lindsay told me when it arrived at Nashville delivery center on 11th morning. Then she said they will detail it and deliver it on 14th. Driver called me when he picked the car up from Nashville.

Yeah not my case either even after they confirmed mine will be a direct ship (and explained in detail how that is supposed to happen)! My DS is surprised to find my car on his truck because he was not expecting it to head his way. And now he has to find another transporter to delivery my car. He thinks maybe Fremont is on a time crunch with all the deliveries so SvC are getting all the cars to prep/detail/redirect. Who knows. I just want my car now!

 

[Olds442]

beautiful car! @SecruTease congrats on a new model s.

 

[wjkalana]

Update: they reached out to me and offered to repair. Then I asked for a something back and had to forcefully get 1 year of free service. They are sending someone to pick the car and deliver to them.

 

[SucreTease]

Update: they reached out to me and offered to repair.

I might have helped with that. I referred OA John Blanks to this thread so that he could read the praise that that he received from @CBPfromTN and me, and also see your issue. I know that he will correct customer service issues that he is aware of, so he might have been the one to step in.

 

[CBPfromTN]

I might have helped with that. I referred OA John Blanks to this thread so that he could read the praise that that he received from @CBPfromTN and me, and also see your issue. I know that he will correct customer service issues that he is aware of, so he might have been the one to step in.

SucreTease, thanks for alerting John Blanks to this thread. He is awesome and I am glad he got to see some nice reviews from a couple of his customers. I am SO glad Mr. Blanks is our owner/advisor! I am also happy that you helped out with this situation. That was very nice of you!

 

[wjkalana]

I might have helped with that. I referred OA John Blanks to this thread so that he could read the praise that that he received from @CBPfromTN and me, and also see your issue. I know that he will correct customer service issues that he is aware of, so he might have been the one to step in.

Thank you for the support. I m now dealing with store manager instead of my delivery specialist who is terrible at replying to emails. Unlike her store manager is very fast in replying and easy to deal with. I did also submit an executive review via my account and gave a 1 star review for Tesla online review email. All in all it looks like things are moving smoothly after all this.