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Is the insane lack of email responses/customer service I am experiencing common?
- Thread starter Guruguys
- Start date
IdaBish
Member
My experience with Tesla advisors has not been too bad. It does take a few attempts to get a hold of someone, but the real issue I had was with the online shop/store support. I don't think I have found any evidence so far that emails to their order support has ever gotten a reply other than return labels. Even the two Tesla advisors, I talked to, told me they had no way to contact that dept, and that they also have had issues with them...and they work for Tesla. So no hope for rest really
DSolie
Pew Pew
I haven't really had a problem with my Used Vehicle Advisor (granted, I still don't have my MX). He's off today and I wanted to know if the car had even been picked up yet (TX to WA), so I called the used Vehicle Team and a person answered right away and was very helpful. He didn't give me the answer I wanted.... But he answered the phone.
I've been waiting for my registration documents since taking delivery of a Model Y on 6/30. I was surprised when the proper documentation was not included with the delivery to my home address in New Hampshire. The car was shipped from Paramus, NJ. It has been sitting in my garage with 7 miles clocked on the odometer patiently waiting its registration papers. I’ve contacted my sales agent, delivery agent, and customer support through email and chat several times. Everyone is quite pleasant and responsive to work with but they all admit they must work through the DMV at headquarters (with no customer facing team), to send me the proper documentation. So it seems Tesla’s customer facing teams also must send emails and texts to communicate with Tesla headquarters, just like we must with all the customer facing teams. Yesterday, one customer support agent, through the chat room. took ownership of my plight (thank you very much), and I received a FedEx tracking number with an implied promise of overnight delivery, today July 10th. Well my enthusiasm was short lived when opening the tracking number showed that the package of critical documents was originating from Paramus, NJ, the same place that should have included the documents when they shipped the car. I may be getting worked up for nothing, but it has been 24 hours since I received the tracking number from customer support, and Paramus, NJ has yet to initiate shipping. So much for overnight delivery. I wonder if Tesla lost the paperwork for my car.
Yes, my experience with service has only been fair. There is very limited phone support - being on hold for 25+minutes. Tesla and Mr Musk need to boost their service before i will buy my 3rd Tesla. Answering the phone is a PRIORITY.
Sounds like the normal fooling around tesla does after you order your car. Get the name and number of someone at their headquarters and call them.
Pretty much the same here. It’s to the point that I can’t even muster up enough fanboyishness to justify a cybertruck let alone convincing my wife to go through the ordering/delivery experience with Tesla again.
Only thing going for Tesla right now is the charging network which is a must for us.
I remember when US car manufacturers thought the US public would buy whatever they produced. The Japanese manufacturers delivered a better product - now where are the US manufacturers? If Tesla does not realize that owning a luxury product is a complete package, and that their abysmal service leaves an opening for a competitor, then a complete competitor will eat their lunch.
My car is getting closer to delivery, I received a text today saying to schedule the pickup. That being said I spent hours yesterday trying to get the proper insurance documents, everything said that the insurance cannot expire within 60 days, but I'm at the end of a 6-month plan and my insurance company cannot provide me an ID card that does not expire next month until the policy is able to be renewed which is still a couple of weeks away. After explaining this in emails and providing information and an binder from my insurance company, Tesla said they can't accept the binder and it had to be Insurance ID (My insurance company said the binder is legal document in Texas and actually more valid than ID in most cases). I asked again about the 'valid for 60 days' and told them I wouldn't be able to get an ID that expired in less than 60 days. No response for the rest of day (despite having excellent responses for about an hour earlier in the day). I tried to call to get ahold of the person that i was emailing to no avail. The next day I went ahead and submitted the ID that expires in less than a month which had just become available that morning (it took 24 hours after adding the Tesla to the plan). I asked again if this is going to be an issue and no response. Finally I did get a response saying thank you for submitting the ID in email, and then the text came saying to schedule the pickup about an hour later but the text said I have to provide insurance that doesn't expire within 60 days... so I called them again and was told to ignore the text and that Texas is different and everything else... I would have saved hours yesterday, and lots of stress, If they would have just emailed back when I asked if the 60-day expiration on the insurance thing is going to be a problem...
Tesla really needs to figure out how to do customer service online if they're going to be an online company. Like most of us, I'll deal with it, there are no other options, but with manufacturers starting to provide other options (I have to admit I almost gave up and was going to wait for the much less expensive (with fed rebate) Mach-E) Tesla can't mess around with this type of customer service too much longer.
Tesla really needs to figure out how to do customer service online if they're going to be an online company. Like most of us, I'll deal with it, there are no other options, but with manufacturers starting to provide other options (I have to admit I almost gave up and was going to wait for the much less expensive (with fed rebate) Mach-E) Tesla can't mess around with this type of customer service too much longer.
theganjaguru
Guru
That makes a perfect analogy. Tesla’s customer service was inspired by a dating app. You sign-up find someone you like, exchange numbers only to be ghosted.
buttnutt
Member
Thanks. Like many others I am sure I just assumed it would be at least average customer support going in. Like many others too, I didn't do a lot of research on this aspect.