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Model X Delivered!

Discussion in 'Model X: Ordering, Production, Delivery' started by rms57, Mar 17, 2018.

  1. rms57

    rms57 Member

    Joined:
    Dec 23, 2017
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    Location:
    Maryland
    Just wanted to say thanks to everyone on the forums. It's been a long wait, but we finally took delivery of our vehicle this morning. I thought I'd share my experiences with the process for anyone else out there looking to buy. Most importantly, we love our vehicle and it's nearly perfect. No regrets at all with our purchase.

    It's an interesting story, so hopefully people will learn from our experience. The purchasing process was amazing. Dan at Montgomery Mall in Bethesda, MD was an absolute pleasure to work with. On occasion, Abby was kind enough to help out including the day they brought two Model X's up to the roof so we could compare colors side by side. We ordered back in November 2017 with delivery expected before the end of 2017. We had a reservation number, expected timelines, etc. We even ordered all our accessories. We received a call in December to schedule home delivery, but something happened in Fremont... the vehicle apparently was never put into production which I found by contacting sales myself. I'm still confused as to how the Delivery Department called and scheduled a Home Delivery one week before the end of 2017 if the vehicle was never produced? Huge bummer, but Dan in Sales and Rob in Tesla Service were kind enough to help complete our trade in and get us into a loaner Model X for the months leading up to our eventual delivery.

    Eric was our Delivery Experience Specialist. Unfortunately, my interactions with him weren't what I was expecting from Tesla. He never reached out to let us know of the delay in delivery, apologize for any inconvenience, etc. After finally being contacted by him, I let him know that I had already purchased accessories including a Gen 1 Adapter. He simply told me to bring it in to service and have it exchanged for a Gen 2 adapter. This is where I started to finally get upset... Surprisingly, the original delay didn't bother me, lol. I spoke with Graham (I think that was his name. Gentleman with a British accent in Rockville). He opened the adapter and told me he'd look into it since Eric was too busy at the moment. He came back to tell me that while he's not a higher-level employee, he's often given the responsibility of one and would take care of it. Not the case, lol. He literally told me the Gen 1 adapter came up in his system as the latest generation and that he'd actually never seen this adapter before. It was a 10-30 Nema. The funniest part was when he tried to actually connect it to my Gen 2 adapter to prove his point. Lol. Wish I had a video! He went onto tell me that his folks in service had never seen this type of adapter before. I couldn't understand how the service department of an electric vehicle company didn't know about charging accessories for their car?! I demanded to speak with Eric who started backtracking and proceeded to tell me he didn't realize I already had the part when we spoke. I reminded him of his email to me stating to bring in the adapter for an exchange in the service department! Eventually, I was asked to return the part to Tesla Commerce and credited my first service appointment for free. It's scary to think I'll be dealing with these people for potential issues and maintenance in the future. Easily the biggest disappointment in this process.

    Delivery was a breeze with Rob after having already been in a P90D for the past few months. We looked over the car and only found a small smudge in the back headliner and a tiny scratch on the silver bezel around the screen. We transferred our car seats and were on our way.

    The vehicle is a 2/18 build with a 78XXX Vin given it was supposed to be a 2017. The MCU is clearly still 1st Gen as its listed as undefined when checking whatsmyua.info. 6-seater, White 100D with Cream, Carbon Fiber, and 22" Black Turbine Wheels.

    Would I do it again? Absolutely. Just wanted to share our experience so others can possibly avoid some of the headaches we faced. Huge thanks to Dan, Rob, and Abby in this whole process!

    If anyone has advice as to who I should work with in service in the future, I'd greatly appreciate it! I'm even willing to take it to Northern VA if necessary.
     
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  2. Dutchie

    Dutchie Active Member

    Joined:
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    Canada
    Congratulations! You are going to love it! Having mine nine months now, I can say that —unlike other cars — the "new car" feeling does not wear off on this one.
     
    • Like x 1
  3. Bprime

    Bprime Member

    Joined:
    Mar 21, 2018
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    Location:
    TN
    Congrats!
    How do you like it so far?
     
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  4. WINGIT

    WINGIT Supporting Member

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    Georgia
    Congratulations!
     
  5. rms57

    rms57 Member

    Joined:
    Dec 23, 2017
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    Location:
    Maryland
    Love it. We're coming from a Cayenne which we absolutely loved but was getting a little too small for our needs. Sizewise, the X is only inches bigger, but the interior is much more spacious. Ride quality is right on par with the 22s in the X and 21s in the Cayenne. Would argue the X is actually a little smoother. Our Cayenne didn't have the upgraded air suspension though. Drove it in the snow here in the Northeast today and while it did well, we'll need some XI3s or R2s for the future. Too late in the season to invest at this point. Need to do some more research on aftermarket wheels before pulling the plug. We have a small road trip of about 250miles next week so we're eager to see what kind of range the 100D gives us. All in all, very happy with the vehicle.
     
    • Like x 1
  6. GOPJEW

    GOPJEW Member

    Joined:
    Jul 5, 2015
    Messages:
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    Location:
    Potomac, MD
    Excellent write up and congrats on your X.

    FYI - Tesla does monitor these forums and I am sure the higher ups have seen this. I had some similar frustrations at the Rockville SC during delivery, but ultimately the car was excellent. It was my second Tesla and, frankly, the Rockville SC has gotten bigger and busier since I got my S - but overall the service guys in the back have almost always done a phenomenal job for me (though to be honest I only had 2 issues with my S and I only had my X for a short period before it was wrecked).

    There are definite follow-though issues at Tesla right now, but, while it is not the level of customer service we’d expect at this price point they do try hard and will ultimately get things taken care of.

    I take delivery of my new X (replacing my Dec delivery one) tomorrow but picking it up in Tysons instead - hoping that goes smoother. My last one was excellent and am really hopeful this one will be as good/better.
     
    • Like x 1
  7. rms57

    rms57 Member

    Joined:
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    I'm excited for you to finally get your replacement. Timing should be perfect with the new MCU as well. Are you planning on doing all your future services in Tyson's as well? Love to hear about your experience with them vs. Rockville.

    If it's any consolation, I've had a vehicle damaged by a service department in the past as well. Dropped off my '07 RS4 for a 45k service and ended up getting hit in their loaner by a vehicle who then fled the scene. I called the cops with the plate and everything was taken care of. I called the service department to let them know and they said "it's ok, someone actually ran into the back of your RS4 here today as well." Lol. Things happen. Everyone was ok.
     
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  8. loxo

    loxo Member

    Joined:
    Jan 10, 2018
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    Location:
    Switzerland
    Awesome - Congrats! But you forgot something: pics! :)
     
    • Like x 1
  9. GOPJEW

    GOPJEW Member

    Joined:
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    Location:
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    I will definitely go back to Rockville - no gripes. The front staff, including Graham (whom I've had dealings with too) are somewhat fresh but the service staff behind the scenes have always been top notch.

    I was frustrated by the disconnect between delivery and service - there was no reason why service should NOT have had all of the parts to fix my X ready and waiting from the delivery checklist - no one from service ever called me to set up the appointment and apparently Eric had never transferred the "owe" list to service - that is an unacceptable disconnect. When I picked up my wife's Audi the other week the sales guy immediately pulled a service advisor over to go over our list and make arrangements for fixes...Tesla did none of this.

    I do not know if this is a culture at Rockville or all of Tesla - I guess I will find out today. When I picked up my S 3 years ago they immediately made my appointment at delivery to fix my issues (which were very minor too).

    I emailed Bruce, the service manager and Nina, the Delivery Manager an outline of how they could have done better last go round - they did appreciate it as "feedback" and not as a "complaint." It does not hurt for you to share your experiences with Nina - in particular - who oversees Eric - she would want to know as she is a very diligent person.

    However, during this episode (which I will write up more fully later) I did notice that there seems to be a lack of a true customer support structure within Tesla in general to take care of situations, in essence no one person oversaw the issues from soup to nuts and that caused me to have to work to stay on top of things that otherwise would have (or did) fall through the cracks. But, every time I came across someone they did try hard to satisfy me so I do think the culture is, ultimately, to make us happy as customers. (Ironically, I should have done the same with Audi as the bank just took another payment out of my account for the car I traded into them...Audi messed up the payoff - no company is immune to problems).

    Overall, I am going to go back to Rockville SC both from a convenience standpoint and from historical evidence that the guys in the service bays do great work and will care for your vehicle! And if one of their guys "wrecks" your X Bruce will step up as he did for me!
     
    • Like x 1
  10. rms57

    rms57 Member

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    Dec 23, 2017
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    Location:
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