I leased my Model 3 on 5/16. I've had it for 53 days today and am on my second temporary registration after a grueling process thus far. My first temporary registration expired on 6/29 and two weeks before hand I began calling Tesla, both the numbers for corporate and for the store I took delivery from, trying to ensure I'd have my plates before my tags expired.
6/29 came with no plates or registration received so I called the store and was told I needed to go to the BMV to extend the temporary registration and all I needed was my temporary tag. I drove to the BMV and was told I needed the title memorandum to do this, which Tesla did not provide me. I drove home and called the store again.
After another call back from the store, I was told that they would mail me a new temporary registration and tag and was assured that my paperwork is still routing through the BMV to get me my plates and registration. The delivery manager even emailed me a picture of the new tag and sent me a PDF of the new registration.
It has been 9 days since they told me this. Still no temporary registration or tags. I have been driving with an expired registration for over a week at this point. On 7/5 I called the Tesla store again and asked when my plates were mailed. The person who answered said they don't mail anything, things are only sent by FedEx, and that nothing has been shipped to me yet. This was a Friday, he set up FedEx priority overnight shipment so I would get the new registration and temp tag on Saturday. He even sent me a tracking number.
They never shipped the package. They generated the label but never actually gave it to FedEx to be delivered to me. I called again on Sunday and was told no one on the delivery team was available but they would call me back on Monday (today). I emailed the delivery advisor and his manager (the ones "helping" me) as an added measure to ensure a call back today.
No call back today. Not sure what I was expecting but my expectations have dropped into critically low levels. I went to the BMV again in defeat and was told the only way to get a new temporary registration at this point is to file a complaint with my state's attorney general. Jumped at that opportunity. 45 minutes later, I have a new temporary registration and tag and another 30 days to HOPEFULLY receive my registration and plates. The BMV said they had no record of any pending paperwork for the registration/plates in my name, meaning I was lied to by Tesla all this time????
I got home and completed the formal complaint. My state's attorney general is assigning a specialist to me who will mediate this issue for me now and will help me to recoup losses from Tesla (i.e. the fee from the BMV for a new temporary registration, compensation for the hours and hours I've spent over the last month trying to resolve this, etc.) but still no end in sight yet.
I am in disbelief that the delivery staff at my local Tesla store couldn't put two pieces of paper into a shipping envelope for FedEx to deliver to me. I received notice today that a package is coming to me from them scheduled for tomorrow. They are a day late and a dollar short. It took them 9 days to do this. I am rejecting the package and working only with the attorney general's office at this point with the hope of getting my plates/registration sometime in the near future.
Tesla makes a great car. Unfortunately their product doesn't account for their business as a whole. Customer support, relations, and experience makes up a large chunk of buyer satisfaction, and Tesla earns a 0 from me in every single category. I have yet to contact them one time where a) my issue was resolved in one phone call, b) I received a timely email response, c) I didn't spend hours on the phone for one issue, d) I didn't wait on hold for 20 minutes before even reaching someone, it goes on and on.
It's looking like this will be my first and last Tesla. I owned 3 Cadillacs and an Audi before I purchased my Model 3. I am accustomed to the not only a great product, but also a great consumer experience. Cadillac and Audi went over and above for me no matter my request. With Tesla, I'm lucky if I can even get a "screw you" from them.
6/29 came with no plates or registration received so I called the store and was told I needed to go to the BMV to extend the temporary registration and all I needed was my temporary tag. I drove to the BMV and was told I needed the title memorandum to do this, which Tesla did not provide me. I drove home and called the store again.
After another call back from the store, I was told that they would mail me a new temporary registration and tag and was assured that my paperwork is still routing through the BMV to get me my plates and registration. The delivery manager even emailed me a picture of the new tag and sent me a PDF of the new registration.
It has been 9 days since they told me this. Still no temporary registration or tags. I have been driving with an expired registration for over a week at this point. On 7/5 I called the Tesla store again and asked when my plates were mailed. The person who answered said they don't mail anything, things are only sent by FedEx, and that nothing has been shipped to me yet. This was a Friday, he set up FedEx priority overnight shipment so I would get the new registration and temp tag on Saturday. He even sent me a tracking number.
They never shipped the package. They generated the label but never actually gave it to FedEx to be delivered to me. I called again on Sunday and was told no one on the delivery team was available but they would call me back on Monday (today). I emailed the delivery advisor and his manager (the ones "helping" me) as an added measure to ensure a call back today.
No call back today. Not sure what I was expecting but my expectations have dropped into critically low levels. I went to the BMV again in defeat and was told the only way to get a new temporary registration at this point is to file a complaint with my state's attorney general. Jumped at that opportunity. 45 minutes later, I have a new temporary registration and tag and another 30 days to HOPEFULLY receive my registration and plates. The BMV said they had no record of any pending paperwork for the registration/plates in my name, meaning I was lied to by Tesla all this time????
I got home and completed the formal complaint. My state's attorney general is assigning a specialist to me who will mediate this issue for me now and will help me to recoup losses from Tesla (i.e. the fee from the BMV for a new temporary registration, compensation for the hours and hours I've spent over the last month trying to resolve this, etc.) but still no end in sight yet.
I am in disbelief that the delivery staff at my local Tesla store couldn't put two pieces of paper into a shipping envelope for FedEx to deliver to me. I received notice today that a package is coming to me from them scheduled for tomorrow. They are a day late and a dollar short. It took them 9 days to do this. I am rejecting the package and working only with the attorney general's office at this point with the hope of getting my plates/registration sometime in the near future.
Tesla makes a great car. Unfortunately their product doesn't account for their business as a whole. Customer support, relations, and experience makes up a large chunk of buyer satisfaction, and Tesla earns a 0 from me in every single category. I have yet to contact them one time where a) my issue was resolved in one phone call, b) I received a timely email response, c) I didn't spend hours on the phone for one issue, d) I didn't wait on hold for 20 minutes before even reaching someone, it goes on and on.
It's looking like this will be my first and last Tesla. I owned 3 Cadillacs and an Audi before I purchased my Model 3. I am accustomed to the not only a great product, but also a great consumer experience. Cadillac and Audi went over and above for me no matter my request. With Tesla, I'm lucky if I can even get a "screw you" from them.
