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My very disappointing CPO delivery experience

Discussion in 'Model S' started by KL670, Jun 25, 2017.

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  1. KL670

    KL670 Member

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    Feb 7, 2016
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    I picked up the car yesterday and must say I had a very disappointing experience. The issues are as follow:

    1: I noticed at least 20 rock chips on the hood (with a giant 1 in the middle) and it didn't seem like the reconditioning crew even bother to touch it up.

    2: The panoroof makes an extremely misaligned and loud motor sound.

    3: The windshield has small chips in multiple areas.

    4: Inside the car, there're scratches and scuff marks everywhere. Worst of all, many of scuff marks were removable as I was able to successfully remove some of them myself during the inspection process. That tells me no one cared to TRY to remove them before. There's grime and disgusting pocket areas. The touchscreen had a layer of dust or sand on top of it, very rough to the touch. The sun visor has some nasty stains on it. Shoe marks all over the seats. Scratches on the inside of the trunk door.

    5: The old license plate was still hanging on the car. We had to point it out and then someone came to remove it.

    6: There are fitment issues between the quarter panel and front bumper.

    7: My delivery person. I have nothing personal against him, but half of the time he had to go to the back to look for answers to my questions. I was told by my CPO advisor that I'd be given a full list of items that were worked on during the reconditioning process. I was given a very uninformative list which didn't tell much. My delivery person did show me a few important things such as pairing up my phone and driving procedure but I felt like it was a very insufficient "walk through." After him walking back and forth around a dozen times I felt bad and didn't want to ask more questions including important ones about purchasing a service plan and when I'd need to get one.

    8: Last but not least, within 5 mins of my driving the car off the lot, the "tire pressure system needs service" statement came on. The service center was closed and I looked at the tires and didn't see any obvious flattening. So I decided to call Tesla and report to them. I drove home with my wife and child safely. However, I wonder if it's another situation where people didn't care to recalibrate the tire pressure system before delivery which I highly suspect.

    9: Actually there's more. I got home and decided to try charging the car and realized that the delivery person never showed me where the charging cable was. I was intuitive enough to look in the trunk and found it. However, as I unwrapped it, I noticed there's grease/oil coming out of adaptor portion of the cable. I went ahead with the charging and it seemed ok.

    As you can tell, I'm still very upset by the experience. That's why I'm emailing at 5:30 am. I understand I didn't pay $150k on a brand new car but I was assured that the car would be in stellar condition. That's obviously not the case. I didn't expect brand new but expected some care and effort. And I saw NONE of that especially with the dirty but removable areas on the interior of the car. They promised to take care of some of the issues like re painting the hood and fixing the roof but couldn't promise what could be done about the windshield. I'll bring it in to the Burlingame SC and see.

    I'd give my experience a D overall. They made us wait close to an hour before the presentation. The presentation had outdated information which the presenter herself pointed out. The customization process was lacking. The only positive thing is I got to drive home the car. But then again the tire pressure issue came up.

    I consider myself a fair person and I give credit where it's due just like how I've been praising my CPO advisor to people around me about how he found me the right car. I've given out his number to at least 5 people including family members. In fact, I even posted his number on this forum.

    I don't know about you but spending $52k on a car is a big deal to us. I believe in Tesla'a mission but my direct experience thus far has been disappointing. I hope Tesla will make things right for me again so I can be that big mouth guy again, but about the positive and not the negative.

    Please, I don't need statements like "that's why I'd never buy a used car".
     
    • Informative x 7
  2. JPUConn

    JPUConn Member

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    They should set you up with a loaner and take care of this.

    Depending on miles some of the rock chops on hood and windshield may fall within cosmetic and left alone.
     
  3. seclinton

    seclinton Member

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    Bring it back today, hand them the keys and say fix this. There's a standard for CPO that needs to be followed. Call Tesla customer service and bring it back. They will fix your issues. Sorry you had this experience
     
  4. Fattchris

    Fattchris Member

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    Heber City, UT
    Sorry to hear that. I'm very interested to see how they handle this situation; keep us updated.
     
  5. KL670

    KL670 Member

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    I forgot to add, one of the keys doesn't work.
     
  6. RichardD

    RichardD Supporting Member

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    Sorry to hear that, is the Frunk creased as well? My delivery specialist explained that the chips in the paint are wear and tear, but when I showed them the extent, they agreed to a due bill repair. They explained the window should have no chip marks so I would definitely point that out. It really seems that quality control and consistency are still lacking as some get fantastic and above and beyond service, while others are left lacking. Please keep us posted.. and take pictures so we have points of reference.. use things like quarter, rulers etc for points of reference..

    PS welcome to the tesla club, i hope you do enjoy the car though!
     
    • Like x 1
  7. seclinton

    seclinton Member

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    Same thing, but seriously, could've bought a $2 battery
     
  8. Az_Rael

    Az_Rael Supporting Member

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    Unfortunately, this is not that uncommon depending on the SC.

    Did you get all of this on the Due Bill? There are very specific requirements for cosmetic issues listed on the CPO agreement, and if they exceed those requirements, Tesla has to fix them. If they didn't fill out a due bill for all of this, I would head back ASAP and get it filled out. Don't delay as they might then argue all the cosmetic issues happened after you left.

    Honestly, I would have refused delivery if I was that unhappy. Yes, it sucks after waiting so long, but you should always be prepared to do it. That really puts the onus on Tesla to get the car fixed right to make the sale. When I bought my CPO, I did not pay until delivery day just in case I had to refuse delivery. We will do the same with the CPO we currently have on order.


    IMG_0377.jpg
     
    • Informative x 6
    • Like x 2
    • Helpful x 1
  9. azred

    azred Member

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    So it made more sense to take delivery and then spend an hour typing a message to this forum rather than refusing delivery?
     
    • Disagree x 10
    • Like x 4
  10. KL670

    KL670 Member

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    And it also made sense for you to spend 1 min to do exactly what someone asked not to do?
    People come here for support, knowledge, and community. Thanks to those who try to provide that.
     
    • Like x 9
  11. CLLACAB

    CLLACAB Member

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    Where did you pick up the car?
     
  12. KL670

    KL670 Member

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    Fremont. I was told that's the only option as we're in the Bay Area.
     
  13. CLLACAB

    CLLACAB Member

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    We flew up to Fremont to pick up our CPO and had the same experience. We had items like a damaged hood, the spoiler had a huge scrape and the rear splitter was cracked. These were just a few of the problems we identified. We put it all on a Due Bill and Tesla ageed to fix everything. We told them we were walking if they did not agree. When we took it to our local center, Van Nuys, they were shocked at the condition of the car. But they were great and fixed everything. They had the car for almost two weeks. You need to take it back immediately and get a Due Bill. Make them repainted the hood if it is really bad.
     
  14. ModelX

    ModelX Active Member

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    So sorry to hear this! I hope there is a plan to fix things as soon as they open and you are able to talk to them! A CPO car should be an amazing experience; excited you could get a Tesla!
     
  15. KL670

    KL670 Member

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    Thanks for everyone's input and support. I didn't get an actual due bill although the delivery person said he would. He asked a supervisor-type person to contact the Burlingame SC for me. The email contained request to repair the hood and roof. I still have enough faith that they'll at least keep their word on these repairs. I hope they'll take care of the windshield as well. Will keep everyone posted.
     
  16. Black_P85

    Black_P85 Member

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    So sorry to hear about all this. I am confident from reading past blogs and issues that Tesla will make this right by you just sounds like it will require some care and attention to finding the right contact at your SC. Keep us posted we are pulling for you!
    Also quick question do you know the city or state of origin that the car came from to have all those rock or pebble chips? Sounds like maybe AZ or Nevada?
     
  17. Snerruc

    Snerruc Member

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    Isn't enough, enough? I feel very sorry for the op, but enough is enough. Tesla's behavior will not change until people refuse to buy cpos without seeing them and driving them first. When Tesla doesn't sell any, their behavior will change.
    Personally, I only recommend new purchases to my friends. I advise against any purchase of a used Tesla from Tesla unless it is available for inspection and driving. To me a cpo Tesla is about the equivalent of a 10 year old Ford . Buyer beware.
     
    • Like x 4
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  18. AMPd

    AMPd Active Member

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    Dang, sorry to hear about the **** level of service. Which it sounds like it was
    The delivery person being so clueless that he couldn't answer so many questions is also f'd up.


    When I picked up my car at Fremont the woman was very knowledgeable and helpful.
    They found a scratch on the rear bumper and had it fixed while I signed the "paperwork" aka iPad.
    She answered all my questions and even went over how the car works even thought I was already familiar with Tesla's
     
  19. Buster1

    Buster1 Member

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    But there have been thousands of good CPO buying experiences. Right?

    Hmmm....
     
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  20. croman

    croman Active Member

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    Tesla's CPO program is so hit or miss...Tesla doesn't care as their cars move fairly quickly and people don't mind getting dirty, cosmetically challenged cars. This story isn't unique nor is it uncommon.
     
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