Model S Delivery Issues and Communication Concerns

[Arnold Panz]

It's likely a case of you can either (a) spend time getting all this information together and disseminating it to the owners, or (b) spend that time building and delivering the cars.

I don't think these are the same people -- as far as I can tell they have specialists whose sole job it is to communicate with customers. I am not suggesting that reservation holders get additional communication or that Tesla waste its time with needless communications. My point is more of a philosophical one, in that Tesla has taken the approach of withholding certain information that they have because (I think) they think that it would frustrate people, when the contrary is true.

I totally get that they're a start-up and swamped and it's a fluid situation. I'm a big boy and can handle "bad" news as long as its communicated openly and honestly. I realize Tesla is more open than any other car maker, but Tesla has set a high standard for its customer relations. Tesla also has an additional issue with respect to being a startup, which is that there's no history of promises met for almost anyone to draw on. For example, my wife's lease is up and she wants a new MY 2013 Mercedes GL. We went to Mercedes a couple of months ago and they said they'd be available in September. We had zero doubt that they would, in fact, be available this month. Tesla, for very understandable reasons, can't say the same thing or get the same benefit of the doubt. In such a circumstance, providing as much information as possible is preferable because in the absence of information, people make assumptions and speculation that can often lead to unnecessary frustration and disappointment.

No one was a bigger "fan boy" of Tesla than me (I originally reserved an S on day one) and extol its virtues to everyone I know. The lack of good communication these last couple of months have worn my patience and eroded much good will, which is incredibly unfortunate and was totally unnecessary.

One more point. Didn't Tesla know this onslaught was coming? I mean, how can one be caught so flat-footed when you have months to prepare? This is for me (and many others) the most money I've ever spent (or will spend) on anything other than my house, and I did it totally on blind faith. To expect decent communications and information doesn't seem to me to be an unreasonable request. To the contrary, when I tell people what's going on they think I'm nuts for having so much faith with no information! My wife, I don't even tell her because she'd be even more angry with me than she already is for my whole Tesla obsession (she thinks it's my mid-life crisis purchase).

 

[VolkerP]

I state my observation how two groups of TMC users got vocal lately:
- the ones used to get anything, anyhow, fast, for any cost. Can't buy patience, still.
- the ones hurt by financial surprises, be it unveiling of options&pricing, prep&delivery charge, or service plan.

This post won't get better so I shut up here :tongue:

 

[v12 to 12v]

Ditto. Let's give the team some slck. That said, anyone know the latest/ highest delivery number? Wondering where we re at...

Slack, I hope you intended.

Could be that they are trying to get as many remotely located cars out the door and on the road as soon as possible so that there is a chance to close those deals by the end of the 3rd quarter

Thats a date that is being watched closely by Wall Street.

 

[Doug_G]

I don't think these are the same people -- as far as I can tell they have specialists whose sole job it is to communicate with customers.

Sure, but you also need people at the factory to handle that side of the communications. Do you realize what a huge logistical challenge this all is? They're going from delivering nothing to delivering 1,600 cars a month in the space of a few months.

It's all very fine to say they had time to prepare, but it's always hard to ramp up. For example: they don't need service personnel for Model S right now, but in a few months they will. They had to hire them months ago and start their training. And in the meantime they're costing you money not earning you any. Resources, particularly cash, are required for that.

 

[ModelS1079]

...To the contrary, when I tell people what's going on they think I'm nuts for having so much faith with no information! My wife, I don't even tell her because she'd be even more angry with me than she already is for my whole Tesla obsession (she thinks it's my mid-life crisis purchase).

Ha! We are living the same life. Wait, that's MY wife you are talking to...

 

[dsm363]

If you're going to have a mid-life crisis I think the Model S isn't a bad one.

 

[v12 to 12v]

I state my observation how two groups of TMC users got vocal lately:
- the ones used to get anything, anyhow, fast, for any cost. Can't buy patience, still.
- the ones hurt by financial surprises, be it unveiling of options&pricing, prep&delivery charge, or service plan.

And possibly another type that will not post a delivery date because they don't want to ruffle anyone's feathers.

 

[teslasguy]

Wow! I'm really torn on this one! I spent my entire career in the software industry, so I'm very much aware and atuned to just how hard it is to successfully launch a new product that is in very high demand while also managing customer expectations. So on one hand I find myself nodding affirmatively to posts here by Doug_G and Bonnie (ok, so I'm a Bonnie fanboy ;-). Yet on the other hand I can very much understand and appreciate the frustration that Charged_Up must be feeling. I'm P1117 and have now been waiting for over 3 years. So I'm sure I'd be pretty frustrated if 'my time' rolls around and I see people with numbers like 1800 getting the "call" before me, and I can't even get a logical response from anyone at Tesla. Remember, Tesla folks keep insisting that cars are NOT being delivered out of sequence order. I've personally been told that no one with a higher number will get theirs before me. I finalized very soon after getting the email and I have no options that have been identified as "problematic" by Tesla. So right or wrong, these communications have set my expectations. We're not talking about numbers 50 or even 100 apart, but hundreds apart. Again, I can very much appreciate how difficult it must be for Tesla reps to be deluged with call and emails constantly over this. But to me the answer seems to be relatively straightforward. Just as George B. addressed questions in an email from someone a day or two ago, he could post a blog addressing some of these issues. He could select a few situations where individual delays and out-of-sequence cases seem to be occuring and explain them. I'm sure that would go a long ways towards stopping all the emails the reps must be getting crushed by. Maybe I'm a little too naive, but what I see in these posts here are a lot of very loyal Tesla customers that are very frustrated right now. I really think a little more centralized, process oriented communications from Tesla would go a long ways towards keeping us natives cheering instead of chucking spears.

 

[Krugerrand]

Do you realize what a huge logistical challenge this all is?

No, most people do not realize the logistical challenge, otherwise they wouldn't be complaining. The world does not revolve around one reservationist, nor is Tesla purposely, or willfully, or maliciously ignoring specific reservationists, though, that appears to be the belief of some.

Raise your hand if you've started a car company from scratch. Come on, don't be shy. Shame on all of you who haven't and yet are so free with your criticism and complaints.

Yes, the world understands you've forked over a good chunk of money on faith and to be part of the 'I got in on the ground floor' gang, and have been waiting in some cases, years. Stand and take your bow. Without you, none of this would be possible.

Now that you've been officially recognized, sit down, and do try and realize that while contructive criticism can be helpful (indeed, it's already resulted in changes made by Tesla - how cool is that?!), whining like spoiled rotten children is not helpful and doesn't get you your car any faster, but it sure does make you look silly.

What I wish for all you unhappy people is a chance to walk a mile in Tesla's shoes. Perhaps having a perspective other than your own would be helpful for a better understanding of reality.

 

[Arnold Panz]

If you're going to have a mid-life crisis I think the Model S isn't a bad one.

That's exactly what I tell her! Same price as a Porsche, but infinitely more practical for our family.

- - - Updated - - -

Now that you've been officially recognized, sit down, and do try and realize that while contructive criticism can be helpful (indeed, it's already resulted in changes made by Tesla - how cool is that?!), whining like spoiled rotten children is not helpful and doesn't get you your car any faster, but it sure does make you look silly.

What I wish for all you unhappy people is a chance to walk a mile in Tesla's shoes. Perhaps having a perspective other than your own would be helpful for a better understanding of reality.

Can you point out who is "whining like spoiled children"? To the contrary, what I am suggesting is exactly constructive criticism -- criticism of Tesla's communications and a suggested alternate approach. I deal with demanding clients all the time -- one of my first lessons in client relations was to let the client know where things stood with their work. Even if it's to tell them "I haven't gotten to it yet but I will soon by xx date", that's better than no communication at all. Even if it's later than originally anticipated, people universally respect and appreciate that type of communication.

The implication that anyone who hasn't started a car company has no right to criticize Telsa is a total non sequitur and irrelevant. It seems, frankly, to be unusually hostile, and I don't see any reason for such hostility to well-meaning and loyal posters on the forum.

 

[teslasguy]

- - - Updated - - -

The implication that anyone who hasn't started a car company has no right to criticize Telsa is a total non sequitur and irrelevant. It seems, frankly, to be unusually hostile, and I don't see any reason for such hostility to well-meaning and loyal posters on the forum.

+1 Really uncalled for post.

 

[RDoc]

+1 Really uncalled for post.

Agreed, Tesla has to build good customer relations, not just rely on a hand full of uncritical loyalists.

 

[AnOutsider]

The implication that anyone who hasn't started a car company has no right to criticize Telsa is a total non sequitur and irrelevant. It seems, frankly, to be unusually hostile, and I don't see any reason for such hostility to well-meaning and loyal posters on the forum.

Agreed.

 

[TroySnX]

Agreed.

Also agreed!

 

[SigGuy]

Also agreed!

Of course... agreed. I think the divide here comes from the fact that most of us live in two camps: we're fans of Tesla and we're also customers of Tesla. Tesla is not a religion, it just sometimes feels like one. The fact is that this is a business proposition, "I'll build a car for you and you give me $100,000". As customers, none of us owe them ANY "slack". They should do what they say, when they say they will. Nothing else is acceptable in any business transaction. Now if one chooses to be fan and root for the company beyond the business arrangement, that's great. And you can voice your fandom. But don't lose sight of the fact that none of us owes Tesla anything other than money and once we hand over that money, Tesla owes us a quality car and ownership experience. I will give them some slack (although I'm starting to lose some patience) because I choose to support the company beyond my purchase. But I don't owe them that and they shouldn't expect it.

 

[Sparrow]

I am glad there are other "whiners" out there it at least makes me feel like there are others that are being past by and feel the same pain I do everytime someone with a sequence number 100s of vehicle behind mine posts that their car is scheduled for delivery. When I called Monday, which was the first time I had ever called them for anything other than my original reservation, and got no information on my status, I told them to email me instead of call me, I'm afraid I might say something that I shouldn't when I do speak with another person at Tesla.

 

[brianman]

I'm afraid I might say something that I shouldn't when I do speak with another person at Tesla.

Putting customers in this position is always a bad idea.

 

[jasonkelly]

I feel like this thread has been hijacked. Can we keep it to basics, please?

 

[Arnold Panz]

I am glad there are other "whiners" out there it at least makes me feel like there are others that are being past by and feel the same pain I do everytime someone with a sequence number 100s of vehicle behind mine posts that their car is scheduled for delivery. When I called Monday, which was the first time I had ever called them for anything other than my original reservation, and got no information on my status, I told them to email me instead of call me, I'm afraid I might say something that I shouldn't when I do speak with another person at Tesla.

For those of us who want Tesla to succeed, this is a real issue. How many others who aren't vocal on the forums or in contacting Tesla are privately seething at the lack of communication/transparency? Again, these are Sig reservation holders, who should be extolling the virtues of Tesla now and after they get their cars, and Tesla should be doing everything it can to keep this group informed. Instead, they are slowly eroding a lot of good will that may or may not come back after the cars are delivered. I can't see how this is a good thing, or not worthy of discussion.

And I agree Sparrow -- in a weird way I'm grateful to the others who are ahead of me in the queue who haven't heard anything yet either because at least we know it isn't personal!

 

[mnx]

Geroge B did say the ramp up would be painfully slow! The maximum amount of pain occurs just before you get your car...

Seriously you've waited 3+ years, what is another couple weeks?