Sold my 2013 p85+ and wanted to upgrade to a MX. I knew what combination I really wanted, colors, options etc...it was just a matter of waiting until something popped up on their site.
2/4 Sold P85+
2/26--FINALLY! Found the car I wanted...pulled the trigger paid the $100 order fee.
2/27--Generic Congratulations e-mail
2/28--David, my "Used Vehicle Advisor" calls me and explains process to me
3/4--Notice that an MVPA has populated in my Tesla.com account
3/4--I take the initiative to download, print, sign and execute it--sending them a copy and my credit union a copy
3/6--David calls to let me know there will be a $2k delivery fee (as expected.)
3/7-I get an email from Danielle another used vehicle advisor who lets me know they have an ETA for when the car will be delivered they tell me 3/11 with pickup scheduled for 3/14
3/7 I call my insurance company and ask them to add vehicle to policy effective 3/14
3/9 Danielle calls me and tells me "surprise" your car has arrived early and we want to deliver it to you on 3/11, all we need from you is an active insurance policy...so I call and have my insurance company change the date to 3/11and send Danielle the insurance binder and upload it. She calls me to tell me that a binder won't do, I need to have the actual ID card, I try and haggle with her a bit on this but she won't budge--tells me that binders are not actual insurance and its agains the law to release the car etc..
3/10 I talk to my insurance company who explains that I won't receive an ID card until it ships in the mail, I go back and forth with them a bit and they tell me if I drive over in person and make the premium payment, they will expedite the ID card and have a digital one ready for me on 3/11 in the AM. So I do that.
3/11 Get the insurance ID card..attempt to reach the local delivery team and keep getting routed to people who tell me they can't help but will forward me to someone who can. I try for 30min eventually give up and try again later in the day. 4:00pm on 3/11 I get a call from Tommy who says he is the operations manager--he tells me they cannot accept the insurance binder--I explain to him, yes yes I understand, I went ahead and got the ID card. He says something like "ohhhh uhm ok, well your car still hasn't gone through out detailed 170 point inspection, nor the 4 hour detail so it won't be ready until tomorrow." OK no biggie
3/12 I call around 11am to find out whats going on and talk to someone named Luke who tells me the car is in inspection but won't be ready today he will call me with an update at 6pm. 6pm comes and he does indeed call to tell me they found some minor issues with the charging port door and also a service bulletin that hadn't been fixed. But says they are going to work on those tonight and the car will go in for detail tomorrow morning and I can pick it up at 2:00pm tomorrow
3/13 Show up at 2:00 and am told my delivery advisor will be with me soon. 2:20 comes around and a kid comes by and says he is our advisor and walks my wife and I over to the car outside. Beautiful looks good, I walk around it and notice the two items that were documented in the pictures as being cosmetic issues, a minor dent on the hood and a significant scratch on the wing..but as I am looking more closely I notice two items that were not documented with the photos. One of the rear plastic fender trim pieces is sticking out and falling off. And also on the passenger side there is some crazy scratching on the door jam. I then get inside and notice the interior is filthy, like literally crumbs on both seats and all inside the center console. I pull my delivery advisor aside and I say hey I knew about the two items but can you have someone look at these two things because they were not on the photos. He literally responds with "No. can't have anyone look at it, it's take it or leave it if you have an issue." I said, excuse me but I am sure someone can spare 5 min to at least look at this trim piece because I mean it shouldn't be sticking off like this. He replies: "No, there is nobody everyone is busy and I am sure if you don't want it someone else will." Wow I say. I tell him I am going to need a minute and he walks away. I walk back inside with my wife and she's like "WTF is going on, why does the kid have an attitude?" I'm like i have no idea...I sit down inside and collect my thoughts---few minutes later Luke who I had previously spoke with on the phone comes over, introduces himself and explains to me that Tesla has a ZERO TOLERANCE policy for used vehicles and tells me there is nothing he can he, he can't even cancel the order that I need to call my initial delivery advisor David. I ask him if he knows how refunds work because I already paid in full for the car and the other delivery kid who was standing next to him now answers and says "Don't worry dude you'll get your money back it just might take a couple months." I leave in complete shock and attempt to reach David.
3 hours later I get a call from David who asks me "what happened?" I explain to him what went down and he was of course very apologetic. He tells me we are nearing the end of the quarter and they are trying to move everything so fast they aren't doing any repairs on any cosmetic items even if they would otherwise be warrantied. He says he's going to call the "quality department" and ask them if they will commit to fixing those two items if I take delivery. He calls me back an hour and a half later and says "Hey sorry but they won't fix either of those items, I am cancelling your order."
So like far too many others--hugely disappointed. I realllllllly want another Tesla but at this point I am so insulted by this experience that I don't know how I can go back. Hopefully the sting wears off in a couple days and I can go back to the looking for another one. Oh, and I am out the $100 order fee--go figure.
Attached: Pictures of the two items they told me were "consistent with a vehicle of this age and mileage"
Imgur
2/4 Sold P85+
2/26--FINALLY! Found the car I wanted...pulled the trigger paid the $100 order fee.
2/27--Generic Congratulations e-mail
2/28--David, my "Used Vehicle Advisor" calls me and explains process to me
3/4--Notice that an MVPA has populated in my Tesla.com account
3/4--I take the initiative to download, print, sign and execute it--sending them a copy and my credit union a copy
3/6--David calls to let me know there will be a $2k delivery fee (as expected.)
3/7-I get an email from Danielle another used vehicle advisor who lets me know they have an ETA for when the car will be delivered they tell me 3/11 with pickup scheduled for 3/14
3/7 I call my insurance company and ask them to add vehicle to policy effective 3/14
3/9 Danielle calls me and tells me "surprise" your car has arrived early and we want to deliver it to you on 3/11, all we need from you is an active insurance policy...so I call and have my insurance company change the date to 3/11and send Danielle the insurance binder and upload it. She calls me to tell me that a binder won't do, I need to have the actual ID card, I try and haggle with her a bit on this but she won't budge--tells me that binders are not actual insurance and its agains the law to release the car etc..
3/10 I talk to my insurance company who explains that I won't receive an ID card until it ships in the mail, I go back and forth with them a bit and they tell me if I drive over in person and make the premium payment, they will expedite the ID card and have a digital one ready for me on 3/11 in the AM. So I do that.
3/11 Get the insurance ID card..attempt to reach the local delivery team and keep getting routed to people who tell me they can't help but will forward me to someone who can. I try for 30min eventually give up and try again later in the day. 4:00pm on 3/11 I get a call from Tommy who says he is the operations manager--he tells me they cannot accept the insurance binder--I explain to him, yes yes I understand, I went ahead and got the ID card. He says something like "ohhhh uhm ok, well your car still hasn't gone through out detailed 170 point inspection, nor the 4 hour detail so it won't be ready until tomorrow." OK no biggie
3/12 I call around 11am to find out whats going on and talk to someone named Luke who tells me the car is in inspection but won't be ready today he will call me with an update at 6pm. 6pm comes and he does indeed call to tell me they found some minor issues with the charging port door and also a service bulletin that hadn't been fixed. But says they are going to work on those tonight and the car will go in for detail tomorrow morning and I can pick it up at 2:00pm tomorrow
3/13 Show up at 2:00 and am told my delivery advisor will be with me soon. 2:20 comes around and a kid comes by and says he is our advisor and walks my wife and I over to the car outside. Beautiful looks good, I walk around it and notice the two items that were documented in the pictures as being cosmetic issues, a minor dent on the hood and a significant scratch on the wing..but as I am looking more closely I notice two items that were not documented with the photos. One of the rear plastic fender trim pieces is sticking out and falling off. And also on the passenger side there is some crazy scratching on the door jam. I then get inside and notice the interior is filthy, like literally crumbs on both seats and all inside the center console. I pull my delivery advisor aside and I say hey I knew about the two items but can you have someone look at these two things because they were not on the photos. He literally responds with "No. can't have anyone look at it, it's take it or leave it if you have an issue." I said, excuse me but I am sure someone can spare 5 min to at least look at this trim piece because I mean it shouldn't be sticking off like this. He replies: "No, there is nobody everyone is busy and I am sure if you don't want it someone else will." Wow I say. I tell him I am going to need a minute and he walks away. I walk back inside with my wife and she's like "WTF is going on, why does the kid have an attitude?" I'm like i have no idea...I sit down inside and collect my thoughts---few minutes later Luke who I had previously spoke with on the phone comes over, introduces himself and explains to me that Tesla has a ZERO TOLERANCE policy for used vehicles and tells me there is nothing he can he, he can't even cancel the order that I need to call my initial delivery advisor David. I ask him if he knows how refunds work because I already paid in full for the car and the other delivery kid who was standing next to him now answers and says "Don't worry dude you'll get your money back it just might take a couple months." I leave in complete shock and attempt to reach David.
3 hours later I get a call from David who asks me "what happened?" I explain to him what went down and he was of course very apologetic. He tells me we are nearing the end of the quarter and they are trying to move everything so fast they aren't doing any repairs on any cosmetic items even if they would otherwise be warrantied. He says he's going to call the "quality department" and ask them if they will commit to fixing those two items if I take delivery. He calls me back an hour and a half later and says "Hey sorry but they won't fix either of those items, I am cancelling your order."
So like far too many others--hugely disappointed. I realllllllly want another Tesla but at this point I am so insulted by this experience that I don't know how I can go back. Hopefully the sting wears off in a couple days and I can go back to the looking for another one. Oh, and I am out the $100 order fee--go figure.
Attached: Pictures of the two items they told me were "consistent with a vehicle of this age and mileage"
Imgur
