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.
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.
