My car is gone...:/

[Roy W.]

To be fair this is a premium car in terms of price. My last car (a Cayman) was about the same price and I got exeptional service from them the whole way though, as you would expect when spending £50k

The car might cost £50k, but it’s really a £20k car sitting on a £30k battery.

Another area where I’ve experienced extremely poor customer service is each time I’ve bought a house, probably the most expensive things I’ve ever bought!

For me price is irrelevant when it comes to customer service. I expect good customer service whether I’m spending a £1 or £1000.

 

[Grymbok]

To be fair this is a premium car in terms of price. My last car (a Cayman) was about the same price and I got exeptional service from them the whole way though, as you would expect when spending £50k

All the pre-sales I got from Tesla for my SR+ order was way ahead of what I got from Volvo (the other option I was considering, same price range). Don't know what Volvo after-sales would have been like, but they did tell me that I would not get a car from them any time soon, and depending on the spec I wanted I could be waiting in to 2020...

 

[Grymbok]

The car might cost £50k, but it’s really a £20k car sitting on a £30k battery.

Another area where I’ve experienced extremely poor customer service is each time I’ve bought a house, probably the most expensive things I’ve ever bought!

For me price is irrelevant when it comes to customer service. I expect good customer service whether I’m spending a £1 or £1000.

People used to say that about Teslas, but I don't think it's as true now for the Model 3, at least for the SR+. It's fair I guess to say that the price differential from the bottom to the top of the range is bigger than for other cars that start in the £35k bracket, so by the top of the M3 range you possibly are just paying for more batteries and under-specced compared to similar priced ICE. But then there's the running cost saves of course...

 

[Durzel]

I'm a great believer in the value in being able to talk to someone. If that person doesn't have all of your answers, and you keep having to call to ask the same questions, then obviously that is not great and can be irritating in its own way, but the alternative is that you have no information and are left to stew in your own anxiety. If you're trying to get a hold of them desperately to find out if your car is actually going to be delivered, etc then time is an added factor. If you're faced with having to book a day off work, travel several hours there and back (should things not pan out), most people can't just do that at the drop of a hat without assurances.

It would not be hard for Tesla to get a call centre spun up with a crib sheet to work from, and the ability to escalate queries to actual Tesla staff, and then wind it down when demand tails off. It doesn't require significant investment (the company I work for do it off and on based on demand) and it is not rocket science.

@Ryder35 's case is a classic one in point - faced with no information he has to make a choice about whether to travel to pick up a car that might not be there, or not travel and find out it was there all along - but no one told him - and possibly end up with the car going to someone else. It is a uniquely troubling consideration that YOUR car might be fair game for anyone else on the list who wanted the same spec, which seems to be the case with allocations as they are now, so if you can't make an appointment the car you'd previously believed was yours ends up being someone elses. It's not a comfortable position to be in.

Whilst you tend to only hear about the bad experiences on forums it sounds at the moment a bit like the wild west, with people getting cars and feeling both lucky and exhausted by the process, which is rather bizarre really.

 

[TomD]

The car might cost £50k, but it’s really a £20k car sitting on a £30k battery.

I keep seeing this point popping up but it is such a poor argument. There is no other product that you justify poor service by saying well "X" part costs £££ to justify poor service.

Tesla have a higher gross profit per Model 3 than the likes of Audi/Mercedes/BMW etc and they make multiples more than the likes of Ford so why are we holding Tesla to a lower standard?

 

[coatesy89]

I spoke to my my local tesla centre today and they said "oh your VIN might have been de-allocated" ... because I couldn't make the appointment. Just done the PCP via blackhorse.. lets see how long that takes to get approved.

Wanted it to be a 69 plate... but now i've read your comments i'm just grateful I've got a delivery date 22nd of August - 3PM but suspect texting back "NO" might have messed that up! Anyway... I've been on the phone to them for 1:03h... wonder how many of us are on!!! At least the music not too offensive?

 

[Roy W.]

I keep seeing this point popping up but it is such a poor argument. There is no other product that you justify poor service by saying well "X" part costs £££ to justify poor service.

Tesla have a higher gross profit per Model 3 than the likes of Audi/Mercedes/BMW etc and they make multiples more than the likes of Ford so why are we holding Tesla to a lower standard?

That wasn’t the argument I was making. Please read the last paragraph of the post.

 

[Roy W.]

I spoke to my my local tesla centre today and they said "oh your VIN might have been de-allocated" ... because I couldn't make the appointment. Just done the PCP via blackhorse.. lets see how long that takes to get approved.

Wanted it to be a 69 plate... but now i've read your comments i'm just grateful I've got a delivery date 22nd of August - 3PM but suspect texting back "NO" might have messed that up! Anyway... I've been on the phone to them for 1:03h... wonder how many of us are on!!! At least the music not too offensive?

I’d reply to the text again with a YES! At the very least they’ll be confused and then ring you.

 

[TomD]

That wasn’t the argument I was making. Please read the last paragraph of the post.

I appreciate you weren't arguing that point but it is a common argument when defending the way Tesla handle customer service/experience.

 

[coatesy89]

I’d reply to the text again with a YES! At the very least they’ll be confused and then ring you.

Will do! Not actually had any calls from them yet! Just texts!

 

[dazzleh]

At least the music not too offensive?

Sometimes late at night I can still hear the song echoing around my head.

 

[Edifice]

Can you get it on Spotify?

 

[coatesy89]

Sometimes late at night I can still hear the song echoing around my head.

They just answered! The feeling is almost euphoric? Why am I shaking?

 

[coatesy89]

I’d reply to the text again with a YES! At the very least they’ll be confused and then ring you.

1 and a half hours of waiting was worth it, they've put a note not to cancel the appointment. Phew! Long wait... still not filled with confidence... Now just the PCP to chase up.

 

[ilyak]

This has to be classified as an ILLNESS. An ICD code?
Stalking cars on ships at sea. Seriously?

Try going on any Apple forums a few days before the next generation of iPhones is supposed to start getting delivered - you'll see people tracking UPS flights. Anxiety and excitement in anticipation of a high value purchase is a pretty normal human trait.

 

[coatesy89]

Try going on any Apple forums a few days before the next generation of iPhones is supposed to start getting delivered - you'll see people tracking UPS flights. Anxiety and excitement in anticipation of a high value purchase is a pretty normal human trait.

At least with UPS the tracking updates! Less can be said for Tesla!

 

[ilyak]

At least with UPS the tracking updates! Less can be said for Tesla!

Oh this happens before Apple sends out the tracking numbers. There's a trick to figuring out the tracking number from the order and phone numbers using UPS freight tracking software, from there on people match flight departure times from ICN (freight tracking is unreliable before the phones make) to ANC to internal tracking updates to figure out what plane their phones are on. Don't ask me how I know all of this...

 

[coatesy89]

Oh this happens before Apple sends out the tracking numbers. There's a trick to figuring out the tracking number from the order and phone numbers using UPS freight tracking software, from there on people match flight departure times from ICN (freight tracking is unreliable before the phones make) to ANC to internal tracking updates to figure out what plane their phones are on. Don't ask me how I know all of this...

Yes I won't ask! If you were a therapist specialising in Tesla Anxiety you could make a killing!!! Probably enough to .... buy a Tesla and ... Join the queue!

 

[GreenT]

Try going on any Apple forums a few days before the next generation of iPhones is supposed to start getting delivered - you'll see people tracking UPS flights. Anxiety and excitement in anticipation of a high value purchase is a pretty normal human trait.

I wouldn't know.
I wouldn't be caught DEAD with an Apple phone.
Bad enough most gullible Apple consumers don't remove the default signature "Sent from my ***** " as if they were given the product FREE.

 

[andics]

Cancellation sent (and no answer on when the refund will be done...#surprise).

I jumped to something very different to make up the loss of excitement from the model3....a BMW Z4 M40i...I can collect when I want from the next week.

It has been a pleasure for the last 2 months!

See you all on the other side.

 

[Ryder35]

@Ryder35 's case is a classic one in point - faced with no information he has to make a choice about whether to travel to pick up a car that might not be there, or not travel and find out it was there all along - but no one told him - and possibly end up with the car going to someone else. It is a uniquely troubling consideration that YOUR car might be fair game for anyone else on the list who wanted the same spec, which seems to be the case with allocations as they are now, so if you can't make an appointment the car you'd previously believed was yours ends up being someone elses. It's not a comfortable position to be in.

Whilst you tend to only hear about the bad experiences on forums it sounds at the moment a bit like the wild west, with people getting cars and feeling both lucky and exhausted by the process, which is rather bizarre really.

Well it had a happy ending! Yesterday morning in desperation I emailed heathrrow service centre begging them to go over the road and see if I actually had a car! 20 minutes later, whilst I was on hold to the delivery number an email came from delivery gb to apologise and confirm I had an appointment and car allocated for 4\;30 as per the website. Now have the car and I must say it was worth all the stress