Model X Paint Issues and Defects Pre-Delivery

[HP1]

I was scheduled to take delivery of the Model X last Tuesday the 12th. As soon as I walked in the door my specialist let me know that they found a paint defect. She showed me the rear tailgate driver side, it had ridges in the clear coat. They said they could fix it through their authorized body shop, AutoCraft in Austin. I declined as I've used that shop for our first Tesla and they seriously swirled up the paint and it also came back with swirls on the chrome door handles. Plus I didn't want body work on my brand new X!!! I called my detailer and had him come out to survey the car. He found 3 small dents and several scratches, some deep into the paint and chrome trim. My detailer said he could fix the paint defect without paint work and also the scratches, and I trust him as I've used him for many years or many different cars. The Austin Tesla Center refuses to pay him to do the work since he is not "Tesla Authorized". It makes sense to me to just pay my detailer, which should be the same price or cheaper than their "Authorized body shop", but Tesla Austin doesn't see it that way. They forced me to approve them to take the new X to AutoCraft for an estimate of work, they did that and AutoCraft told me they think they could get it out without paint work, but they wouldn't know for sure until they begin work. I refused. Tesla then basically said its AutoCraft or you could just take delivery of your X and fix it yourself. I said that is unacceptable and they need to pay my detailer to fix the issues. They then got back to me after a day and told me they are taking the X to their backup body shop Roger Beasley for an estimate of work.

To me this seems to easy to resolve, but they are being real strictlers for some reason on using their "Certified" Body Shops. I could see using them if its actually structural body work involved, but it is not, its just detailing.

I had a similar issue on a custom ordered bmw years ago and they wanted to paint the whole right side of the car due to car arriving with deep scratches in the front passenger side door. We settled on them sending me a check for the cost they would have incurred paying a body shop to repair the damage because I would rather live with the scratch then live with a brand new car getting paint work and never being the same and losing resale value on top.
In this case I'm not even asking for a check, I'm just asking them to use my detailer that I trust.

Another thing is their in house detail team should have caught all of these issues well before they scheduled an appointment with me to take delivery.

Have any of you ran into a similar issue? How did you resolve it? I think my next step may need to be calling Corporate Customer Care.

 

[SoccerMan94043]

Is rejecting delivery an option and getting back in line for a new one?

 

[HP1]

I suppose that could be my last resort. But then again my bank has already wired them the funds for the car and I really don't want to wait another 6 weeks or so! Hopefully they get their head straight and just go with my proposed solution like any other company would.

 

[aesculus]

I think Tesla is in their rights here. It's their car until you accept it. They have a formal process to decide who works on the cars. You have to deal with that.

Having said that you could perhaps make them an offer that you will take a discount on the car and release them of the finish liability based on the repair price they estimate.

And yes, they should not have allowed your car to leave the factory in that state.

 

[HP1]

Yeah, its crazy that it left the factory like that. Ironically I was touring the factory two days prior and saw the panels painted and unpainted and they were showing us how they pass through multiple stages of quality control and paint checks.

Update: I called them today and they told me the car came back from Roger Beasley but they already had the work done
They told me no paint work was needed so I'm headed there now to go check it out and hopefully just take delivery if all is well so I can still meet my clear shield appointment tomorrow. Wish me luck!

 

[JustinA1]

Good luck!

Side Note: Which major news outlet will have the headline 'Tesla delivers poorly painted Model X, refuses to pay for it' tomorrow?

 

[Ryan MF]

Keep in mind these types of decisions are probably not in the discretion of the manager at the service center to make. There is probably a corporate policy or something like that saying they need to use certified shops which in other cases is probably the best bet.

 

[aesculus]

Yeah, its crazy that it left the factory like that. Ironically I was touring the factory two days prior and saw the panels painted and unpainted and they were showing us how they pass through multiple stages of quality control and paint checks.

Update: I called them today and they told me the car came back from Roger Beasley but they already had the work done
They told me no paint work was needed so I'm headed there now to go check it out and hopefully just take delivery if all is well so I can still meet my clear shield appointment tomorrow. Wish me luck!

I am pretty sure you will be happy. A reputable body shop contracted by Tesla would not let it leave in poor condition.

Enjoy the car.

 

[TaoJones]

Yeah, you're not alone.

When I picked up my chariot at the factory, I was greeted with a 3-foot swirl on the hood, other swirls elsewhere, and multiple body panel misalignment.

Tesla paid for the paint correction at the detailer of my choice, and I got an estimate for panel alignment from one of their authorized body shops. Tesla said as long as I got the misalignment addressed within the warranty period, they would cover it, and I've been waiting over a year for a call from the service advisor telling me they have a loaner available for the 3 days to a week that the body shop requested. I'll raise the issue again the next time I want to be without my car for a week.

Recently, a SvC disregarded my and the service advisor's written direction to NOT wash the car. By coincidence, as I parked my loaner a few days later, out came my dripping wet car and the dirty cloth that the employee was in the process of using to dry it. I wash my car every two weeks and, thanks to my detailer's patient instruction, wipe down the car the same way every time (linear motions - not circular). So it was easy to see the circular microswirls all over the car as a result of the SvC's disregard. Showed up well in photographs the next morning, too. Glad I was there to see the dirty cloth insanity since it was getting dark at the time, and I was able to note the problem on both copies of the work order.

My call to the SvC the next business day went unreturned. Back to my detailer the car went two days later (first available appointment). While at the detail shop, at first I was told that Tesla would reimburse me for the cost, and then upon seeing the invoice, they refused. Given the previous good service I have received at that SvC, I did not escalate the matter, but from that day forward, they will not have the opportunity to mishandle my vehicle again. Plenty of other SvCs out there whose employees presumably can read a work order, a post it note, and words written on a mirror hanger to not wash a car.

My recommendation to you for future work is to simply photograph the car inside and out after parking at the SvC, review carefully the inspection form that the service advisor fills out during their walkaround, and do not be in a rush when picking up your car. Inspect all surfaces including wear points, window tint, and interior trim pieces. All of these have been damaged by SvC personnel in my case at one time or another, and it's just a royal PITA with which to have to deal.

Expect this to get worse. Service is only as good as their weakest link, and their weakest link is and will continue to be new employees who are being hired as fast as possible and who are only going to get better over time (or not).

A good service employee is worth their weight in platinum (or soon, perhaps lithium) - and fortunately, most of those whom I've encountered have been excellent. Some have been beyond excellent - I'm thinking of SvCs in several different states that have been phenomenal, when, frankly, they didn't have to be. All of those stories you hear about stellar Tesla service? There's a reason for those. Unfortunately, sometimes you get stellar service and careless damage to your car *at the same SvCs* during the same or different visits.

All it takes is 1 or 2 or 4 or 5 bad experiences, and hours can be lost straightening each one out - not to mention it tends to kill the word of mouth.

 

[HP1]

So I went to see the X and was very surprised that they fixed the paint defect and also other scratches around the car and they didn't create any new ones along the way. Only thing left are the scratches in the chrome trim and the small dings. But I had them note it in writing that they will be paying to fix those after delivery. They insisted on keeping the car overnight so they can perform final safety and firmware checks, not sure why as they should have done all of this prior to my original delivery date on the 12th. Either way I'm picking it up in the morning and then driving it a few blocks down the road to get the tint and clear shield put on the front end and then Modesta coating thereafter. Monday it should be ready to enjoy!

 

[loganintx]

clear shield

What PPF are you applying and to what panels?

 

[HP1]

Most likely go with the repairable xpel again, full hood, fenders, bumper, lights, and mirrors.

 

[loganintx]

Most likely go with the repairable xpel again, full hood, fenders, bumper, lights, and mirrors.

I got quotes for similar coverage from 2 installers in Austin. They ranged from $1,300 to $1,800 depending on install options such as badging removal, etc.

 

[MichealW]

I have a X and several issues with the paint as well... Drip marks on the lift gate a ripple in the bumper and a light flaw in the driver door. What the hell happened to the paint department at Tesla while working on these cars? They have been painting the Model S for how long? Is the X really that different to paint then the S? Did they hire new people to paint those cars? I'm confused.

I really don't like the idea of doing body work on a car this new and expensive so I may wait for the car to be a year old or so before I start work with a body shop. I have talked to Tesla and they are promising to fix this stuff. Glad to hear that it can be done without repainting in some cases.

With all this said, I still love the car and have to pinch myself every day... Truly a high tech marvel.