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New Purchase Experience

Discussion in 'Canada' started by xG35, Feb 20, 2016.

  1. xG35

    xG35 Member

    Feb 8, 2016
    Soon to be Tesla Owner, while the whole purchase, deposit and credit check can be done online...

    Is it just me or does none of the staffs at store level likes to follow up on your outstanding requests and questions after you ordered? Seriously, this is a 100K+ car... Is it too much to ask for? A self-serve experience doesn't mean a disconnected one.
  2. Chrisizzle

    Chrisizzle Member

    Nov 25, 2014
    Toronto, Ontario, canada
    I see you are from Canada and I can say you are not alone. I had the same observation when I moved from Volvo to Tesla here in Toronto. I expected a much better customer experience from Tesla given the price tag. This doesn't justify anything but they are also swamped and can't seem to return calls (a problem when you need service).

    Having said that, the car itself makes everything worthwhile and I have some incredible customer service stories. They delivered loaner car 400km when mine broke while traveling and they contacted me about a complimentary brake repair from a post I made on this forum.

    There will be moments of annoyance until delivery but you'll be happy in the end.
  3. MarkoJ

    MarkoJ Member

    Jan 16, 2016
    Victoria, Canada
    I placed an order earlier this month and "delivery specialist," certainly takes time to respond (maybe I am use to answering my clients emails same day in my business?).

    I am cutting it super close to the $5,000 EV rebate fund in BC running out and I don't have an answer yet on the following questions....

    - If the car enters production and I deem it is cutting it too close to get it up to Vancouver for the $5,000 rebate if I can delay delivery during production and for how long (the idea behind that to buy a couple of months for the government to hopefully top up the fund again).
  4. CHG-ON

    CHG-ON Still in love after all these miles

    Jun 24, 2014
    Santa Cruz Mountains, USA
    My guess is that they are so busy and they have not staffed up enough. I hear the same issues in the US. I will say that when I bought mine, ordered 6-26-14, delivered 9-30-14, the DS, Charles May, was exceptionally responsive to every question or issue I had. He always responded within the day. I have since found the same amount of attention and responsiveness with my service center: Sunnyvale, CA. They have been awesome in every regard. My rep., Karin Naylor simply could not do a better job. She and the service team are awesome.

    I don't know if it is that I live in CA, near the HQ and factory. But I have never had such good service. It is on par with Apple, who are flawless also.
  5. mibaro2

    mibaro2 Member

    Dec 2, 2012
    Georgetown, ON
    When I bought my car 2 yrs ago, the DS actually followed up with me after I ordered. He was quick to respond to emails and inquiries.
    He even followed up on the government rebate for me.
    I think that in the last year the store has gotten so busy that don't have time. (not making an excuse for them, just a possible reason).
  6. MarkoJ

    MarkoJ Member

    Jan 16, 2016
    Victoria, Canada
    My service experience so far....

    February 4th, firm order.

    From sales person, February 9th: "Good news! The Provincial Government added an extra $300,000 to the CEV for BC fund over the weekend, should now last a few months and be here for your delivery!"

    From delivery specalist, February 19th: "
    Delivery timeline is late March, does it works? (Possible but no guarantee to get the CEV funds that time)."

    My email, Febraury 19th: "Is there any way to speed up delivery to improve the chances of receiving the CEV funds? If the car enters production and it looks like it won't make it up to Vancouver before the CEV funds run out how long can I delay delivery (in hopes that the government adds money to the program)."

    No response for 5 days....I had to email again.

    DS, February 24th: "
    The car is already in Pre-production and going to be produced very soon. I’ll take an eye on it and make sure have it shipped to Vancouver as soon as it’s ready to be transport. Hope you can still get the CEV rebate that time."

    My email, Febraury 24th: "Second part of the question, if the cars enters production and it is cutting it too tight for the CEV rebate is it possible to delay transport/delivery a few months?"

    DS, February 25th: "We can't delay the delivery if the car enters production unfortunately. Do you prefer to take delivery in a later timeline?"

    My email, February 25th: "Depends, do we know when the car will enter production?"

    DS, "Around a week."

    My email, "How long does production take from your experience and how long to ship up to Vancouver after production is done."

    DS, "
    The production and shipping could be variable sometimes."

    Not expecting them to gurantee the $5,000 CEV rebate by any means but would be nice if they were a bit more helpful in terms of trying to make a decision as to whether delay delivery or not. It is kind of like talking to a robot.

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