TMC is an independent, primarily volunteer organization that relies on ad revenue to cover its operating costs. Please consider whitelisting TMC on your ad blocker and becoming a Supporting Member. For more info: Support TMC

Not so Great Delivery Experience, so far

Discussion in 'Model 3' started by swamins, Jul 26, 2018.

  1. swamins

    swamins New Member

    Joined:
    Jul 20, 2018
    Messages:
    3
    Location:
    Santa Cruz
    We are a Mar 31 pre reveal reservation holder. Was finally scheduled for delivery on July 20 at Fremont Delivery Hub at 545pm. We checked in at 530pm and were waiting excited for our turn. Slowly the crowd around us dissipated as they walked away with their cars and we got little worried. At around 645pm we got hold of a delivery specialist and it was then clear we were just plain forgotten. We got past this as were happy to finally get to see car. We had a cashier's check and requested to see the car before getting the papers done, but we were informed that someone started s/w update and will take 20 mins to complete. We were suggested to get the papers done in parallel while waiting for the update to complete. It was almost 7pm and we were tired from a long day and long wait, we got the paper work done.

    At around 730pm we got to see the car and straightaway it was obvious that the car wasn't cleaned, there were lots of smudges, scratches in the front bumper, our delivery specialist readily agreed to get it cleaned. We waited for another 20 mins, once the car came back I did a quick walkthrough to see there was no obvious misalignment. Unfortunately we found a lot of uneven panel gaps on the driver side of the car, the B pillar door trim gaps were large enough that we could see the frame through, similarly the tail light wasn't flush. The passenger side of the car and front was perfect. Delivery Specialist apologized and agreed that these were unacceptable. We was ready to take delivery provided it could be fixed with a service appointment. Meanwhile his supervisor came by and without even looking at what we were pointing out tried to reason out that it was within limits of tolerance and that Tesla is different and not for everyone. My only point was comparison with other undelivered Model 3's in the lot, each of them were finished beautifully with even panel gaps. We understand all the challenges Tesla is going through to scale both in manufacturing and delivery, but this doesn't mean customers take what is delivered w/o voicing their displeasure if something is wrong, especially if it cannot be fixed by after sales service. Finally we were given the option of waiting for a new VIN, but we were "warned" by the supervisor that there is a possibility that what comes next could have even bigger issues. We were shocked by this statement, haven't seen a sales person have such low confidence in her own products ! We tried to get email / phone to keep in touch, but we were just told we will be reached out. We came back home, it was emotionally draining to be so close to a car that we have been waiting for two years 3 months and not getting it, the experience with the Supervisor didn't help a bit.

    Our ISA from Las Vegas reached out on July 21 and apologized. I mentioned to her that in all the confusion we forgot to get our cashier's check back, so if the new VIN is not in sight I would like to cancel the check and reissue one later. She agreed to get back. This is where the next leg of miscommunication / confusion begins. Our ISA got back saying she has not been able to reach to the delivery specialists at Fremont Hub to convincingly tell me that I will indeed need to wait for a new VIN or whether our previously assigned car is being fixed. I was surprised to know that there was even an option to fix it, as we were told on the day of delivery that it cannot be. This last one week has been excruciating to say the least. In all earnest, she has been trying all through the week and trying to update me on what is the status of our delivery and it is going nowhere. We are now totally lost, getting a simple answer on whether we are getting a new VIN or is it the old one that is getting fixed shouldn't be so difficult.

    I am firm believer in Tesla's mission, a customer and a shareholder, but this has certainly been a less than ideal experience so far. Come what may in terms of scale, with some sort of CRM S/W to track deliveries and customers, I cannot imagine why there is so much ambiguity on what is the next step for us. Can anyone let us know if there is an escalation channel available to reach out at Tesla. Otherwise we plan to drive down to Fremont delivery hub over the weekend and at least get our cashier's check back, while we wait all over again.
     
    • Informative x 1
  2. SpudLime

    SpudLime Member

    Joined:
    Jun 10, 2018
    Messages:
    515
    Location:
    Chantilly, Va (Loudoun)
    Wow. I’m sorry you had this experience.
     
  3. ebmcs03

    ebmcs03 Active Member

    Joined:
    Dec 22, 2017
    Messages:
    1,089
    Location:
    So Cal
    You sure they haven’t cashed your check already?

    Sounds like a pretty bad experience.
     
  4. swamins

    swamins New Member

    Joined:
    Jul 20, 2018
    Messages:
    3
    Location:
    Santa Cruz
    I don't think so, since the tesla account online shows we are due the amount on the cashier's check.
     
  5. sperkin

    sperkin Member

    Joined:
    Mar 23, 2017
    Messages:
    236
    Location:
    Los Angeles, CA
    I was forgotten as well. They only came to talk to me after I started to look at customers' info and their issues in their Google doc on a Mac station in the showroom. I was taking pictures of the document then they cared and went to get my car. It was 1 hour past my appointment and others came in after me where taken in to get their car.
     
  6. Plan B

    Plan B Active Member

    Joined:
    May 8, 2015
    Messages:
    3,596
    Location:
    PDX
    Get that check back and wait for an AWD.
     
  7. zeezz

    zeezz Member

    Joined:
    Apr 8, 2018
    Messages:
    11
    Location:
    Bay Area, CA
    Sorry to hear. Seems like Fremont has had a rash of poor delivery experiences lately, they probably need to get some better staffing/management there.
     
  8. RBowen

    RBowen Member

    Joined:
    Jun 14, 2016
    Messages:
    87
    Location:
    San Diego
    Sad that this is still happening.
     
  9. woodisgood

    woodisgood Member

    Joined:
    Jul 26, 2018
    Messages:
    78
    Location:
    San Francisco
    Maybe the lackluster experience at Fremont is why they're pushing home delivery now. We could have easily picked up at Fremont but our only option was having the car driven to us next week (SF).
     
  10. daver6640

    daver6640 Member

    Joined:
    Feb 21, 2018
    Messages:
    306
    Location:
    Fresno
    Sorry to hear that. I was there on July 21st Saturday and was excited too but got forgotten as well. Appt at 4:30 pm and seen at 6 pm. Our Delivery Specialist brought us to our car and told us to "play around with the controls" and he would be back. He never came back. Nothing was shown...not how to open, create profile, not even opening the frunk. Good thing I have been watching the videos for two years lol. I chalk it up to just plain bad customer service and some bad luck.

    Others nearby me had their DS explaining things and spent some time with them. To hand over 60k Cashiers check and get this level of service is bad. The only reason I stuck with it is because this car is amazing!

    I have appointment on July 31st for Tesla Mobile Service for some paint chips and other small panel misalignments. No Tesla Service Center near me so I hope these people know what they are doing lol.

    So far Tesla Support (don't remember the number) has been stellar. My ISA Angela Large has also been a super star! This person responded to my emails in like 5-10 minutes.

    Maybe this is why Tesla got rid of so many employees that were not meeting expectations. I hope they are doing some employee reviews or asking us because I don't want anyone else to experience what I experienced that day.
     
  11. Barklikeadog

    Barklikeadog Active Member

    Joined:
    Jul 13, 2016
    Messages:
    1,120
    Location:
    PA
    Had to dig this up from 2014...

    from hybridcars:
    Tesla Motors has long made its case for its factory direct sales model, auto dealers have said Tesla cannot scale up to meet the volume, and Tesla CEO Elon Musk has now said dealers may be correct.

    In a face-to-face interview Saturday with Musk, Autoline Daily’s John McElroy asked how Tesla could grow to the capacity to which it aspires, as we quote McElroy:

    “When I asked him if he could really scale up his retail model in all 50 states of the U.S. and asked how they would handle maintenance and repairs,” said McElroy in a video broadcast, “Musk admitted that relying exclusively on company stores probably was not enough.”

    “We may need a hybrid system,” said Musk to McElroy,” with a combination of our own stores and some dealer franchises.”
    In a closed door regulatory meeting in fall 2013, two witnesses cited Tesla’s Legislative Director Jim Chen who told a room full of industry stakeholders Tesla only means to sell factory direct until it reaches an undefined minimum volume threshold.

    At the time it was unclear whether Chen/Tesla meant such a thing, but this otherwise confirms what dealer associations have said, namely, that Tesla cannot likely grow the whole business to support Model 3 and beyond to the scale it wants with all that on its shoulders.
     
  12. TexasEV

    TexasEV Well-Known Member

    Joined:
    Jun 5, 2013
    Messages:
    6,589
    Location:
    Austin, TX
    Elon’s quote from 2014 was taken out of context in the articles about it. The context was the protectionist laws in some states preventing direct sales. So yes, given the laws in some states he said he may need a hybrid model to sell in all 50 states.
     
  13. swamins

    swamins New Member

    Joined:
    Jul 20, 2018
    Messages:
    3
    Location:
    Santa Cruz
    Along with other aspects of Tesla, not having to deal with dealers was key in drawing me to Tesla. But my experience and of others we read about, has made me reconsider the anti-dealer stance. Despite the hundreds of reasons we do not like them, dealers play a critical role in the scale out of an auto manufacturer. Unless Tesla can transform the delivery experience and expand deliveries of Model 3's to all their existing stores pretty soon, Tesla should rethink the only "direct sales" model. We definitely do not want to deal with dealerships as they are today, there probably exists a "new" model that Elon can materialize.
     
  14. daver6640

    daver6640 Member

    Joined:
    Feb 21, 2018
    Messages:
    306
    Location:
    Fresno
    The car more than makes up for any bad customer service experience with the delivery specialist. I think the experience I had is not the norm.
     

Share This Page

  • About Us

    Formed in 2006, Tesla Motors Club (TMC) was the first independent online Tesla community. Today it remains the largest and most dynamic community of Tesla enthusiasts. Learn more.
  • Do you value your experience at TMC? Consider becoming a Supporting Member of Tesla Motors Club. As a thank you for your contribution, you'll get nearly no ads in the Community and Groups sections. Additional perks are available depending on the level of contribution. Please visit the Account Upgrades page for more details.


    SUPPORT TMC