Took delivery of my Model Y a couple of days ago. The delivery process was an absolute nightmare.
First of all, I love the car. This is our second Tesla, and I am a big fan. I am also an investor.
Problems at delivery:
- last minute call from Tesla the evening before delivery, telling me that I need to reapply for financing because my previous authorization had expired. I had to scramble to enter all my information again, unfreeze credit at all 3 bureaus, accept the offer, etc.
- Vehicle was not ready when I arrived at my appointment time.
- Numerous fit and finish problems that need rectification. I consider these to be minor issues, that will be remediated fully eventually, but I am really unhappy that Tesla has put me in the position of being responsible for uncovering the issues, scheduling and taking time out of my work day to bring the vehicle in for repair. If these issues are going to occur, then the remediation should be handled in such a way that is transparent to the customer, not dependent upon us.
> hazy paint
> scratched and chipped paint
> black fingerprints on visors and headliner trim
> B Piller trim falling off and not securely installed
> front speakers on both doors, completely fallen off
> door gasket not secured in place
> driver window misaligned and not closing properly
> various gaskets around windows, trunk, windshield not correctly aligned/installed
> plastic covers in front truck not correctly secured/installed
> exterior trim around one window not correctly aligned
> charger door not correctly aligned
- Wheel covers were not provided. I was told they ran out of parts, and the wheel covers would be shipped to me directly at some point, although nobody could confirm anything to me. Other Model Y vehicles on the lot being delivered at the same time appeared to have their wheel covers.
- Asked to confirm that the tow hitch was installed at delivery. The plastic cover was in place, and I wanted to visually confirm the tow hitch was installed. The delivery associate was unable to pry off the plastic cover, so he escalated to another person for advice. Came back and told me that the tow hitch was not installed at the factory, tow hitch was not available, could not say when it would be available. This made me really upset, as nobody ever communicated anything about this to me before, and I was being put in the position of paying for an option that was never delivered. Long story short, after I took the vehicle home and decided to pry the cover off myself, I discovered in fact the tow hitch was present and perfectly installed. Really unimpressed with Tesla about that one.
So, key takeaways for me--really great car, would not trade it for another--miserable delivery and customer service experience. The ironic thing is that Tesla's approach to getting cars out the door to boost Q2 delivery numbers is both terrible for me as a customer and great for me as an investor. That logic cannot be sustained long term. Tesla needs to to align investor interests with customer satisfaction, or I fear the company will be disadvantaged as more BEV alternatives start to crowd the market.
First of all, I love the car. This is our second Tesla, and I am a big fan. I am also an investor.
Problems at delivery:
- last minute call from Tesla the evening before delivery, telling me that I need to reapply for financing because my previous authorization had expired. I had to scramble to enter all my information again, unfreeze credit at all 3 bureaus, accept the offer, etc.
- Vehicle was not ready when I arrived at my appointment time.
- Numerous fit and finish problems that need rectification. I consider these to be minor issues, that will be remediated fully eventually, but I am really unhappy that Tesla has put me in the position of being responsible for uncovering the issues, scheduling and taking time out of my work day to bring the vehicle in for repair. If these issues are going to occur, then the remediation should be handled in such a way that is transparent to the customer, not dependent upon us.
> hazy paint
> scratched and chipped paint
> black fingerprints on visors and headliner trim
> B Piller trim falling off and not securely installed
> front speakers on both doors, completely fallen off
> door gasket not secured in place
> driver window misaligned and not closing properly
> various gaskets around windows, trunk, windshield not correctly aligned/installed
> plastic covers in front truck not correctly secured/installed
> exterior trim around one window not correctly aligned
> charger door not correctly aligned
- Wheel covers were not provided. I was told they ran out of parts, and the wheel covers would be shipped to me directly at some point, although nobody could confirm anything to me. Other Model Y vehicles on the lot being delivered at the same time appeared to have their wheel covers.
- Asked to confirm that the tow hitch was installed at delivery. The plastic cover was in place, and I wanted to visually confirm the tow hitch was installed. The delivery associate was unable to pry off the plastic cover, so he escalated to another person for advice. Came back and told me that the tow hitch was not installed at the factory, tow hitch was not available, could not say when it would be available. This made me really upset, as nobody ever communicated anything about this to me before, and I was being put in the position of paying for an option that was never delivered. Long story short, after I took the vehicle home and decided to pry the cover off myself, I discovered in fact the tow hitch was present and perfectly installed. Really unimpressed with Tesla about that one.
So, key takeaways for me--really great car, would not trade it for another--miserable delivery and customer service experience. The ironic thing is that Tesla's approach to getting cars out the door to boost Q2 delivery numbers is both terrible for me as a customer and great for me as an investor. That logic cannot be sustained long term. Tesla needs to to align investor interests with customer satisfaction, or I fear the company will be disadvantaged as more BEV alternatives start to crowd the market.
