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

Order Delayed and Delayed...

Discussion in 'Model 3: Ordering, Production, Delivery' started by jaland8624, Aug 27, 2018.

  1. jaland8624

    jaland8624 Member

    Joined:
    Aug 27, 2018
    Messages:
    7
    Location:
    Orange County
    I'm just trying to get answers. I placed my order for the model 3 (LR Solid Black, EAP, 18" Aero) on 6/3/18 with an original 3-6 week delivery window (after waiting almost 2 years after placing my reservation payment- even before the live reveal), it is now going on 12 weeks. I called customer service 3 times and they are absolutely useless- just read to me exactly what is online. I know it's not their fault, but it is just frustrating because of zero communication on the order status and no explanation of the delay. I tried to ask questions (asked was there something wrong with my account) but no feedback or talk to a manager- not even an option. Is this the type of customer service to expect from Tesla? This is getting ridiculous. I just went through the order tracker and filtered everyone in CA that ordered the same configuration as me and configured after me, all got delivery or at least a VIN. Can anybody give me some incite or is in a similar situation.
     
    • Love x 1
  2. Troy

    Troy Active Member

    Joined:
    Aug 24, 2015
    Messages:
    1,803
    Location:
    Something is definitely wrong with your order. People in California are getting Model 3 LR deliveries (not VINs but deliveries) in 13 days on average. Not sure what to do but if you can cancel that order, you could use a new email account to create a new myTesla account and place a new order. No reservation is required. Even non-reservation holders are getting their car very quickly because there is hardly any queue.
     
    • Disagree x 2
    • Like x 1
    • Love x 1
  3. MikeATL

    MikeATL Member

    Joined:
    Aug 7, 2018
    Messages:
    350
    Location:
    Atlanta, Georgia, United States
    is your's RWD or AWD? RWD manufacturing seems to be lower priority than AWD right now (however, I think people are getting them fast if they happen to order a configuration that is already made and in inventory.) Have you tried to get help face to face with someone at the sales center?

    BTW.. don't cancel your order. that's going to definitely put you at the end of the line and you'll lose your $2500 deposit if you paid one.
     
  4. Randy7fx

    Randy7fx Member

    Joined:
    Jul 21, 2016
    Messages:
    273
    Location:
    Charlotte, NC
    Just my two cents, but I would take @Troy advice over just about anyone, in terms of order management and impact. Pretty sure the $2500 deposit is fully refundable prior to getting a VIN, but to @MikeATL point, you should probably get face to face help and confirmation.
     
    • Love x 1
  5. jaland8624

    jaland8624 Member

    Joined:
    Aug 27, 2018
    Messages:
    7
    Location:
    Orange County
    I ordered the RWD. I called into customer service again today (the 1-888 number) and they were again, absolutely no help. I told them others with the same exact configuration (from friend's order and based off the order tracker spreadsheet) were getting deliveries or at least a VIN and they placed the order way after I did- she said, she can't speak on that fact. I asked, is there no priority? Is my paper work lost? I ordered this car on 06/01/2018 with a 3-6 week delivery. She gave no answers and only ensured me that there is nothing wrong with my order and I just have to wait for the VIN to be assigned. We kept going in circles, so I ended it there.

    I ended up calling my delivery center- Costa Mesa, CA. The person there seemed more empathetic, but said they have no visibility on the status of Model 3s and gave me a number to call- which was the same 1-888 number I called just before. So, I wasted over an hour of my life again and still no update. Note: I told both the reps about the option to cancel my order, and both said do not do it, I will go in back of the queue. I feel like I'm in the back regardless, but do not want to cancel and do it all over.
     
    • Informative x 1
    • Like x 1
    • Love x 1
  6. S4WRXTTCS

    S4WRXTTCS Active Member

    Joined:
    May 3, 2015
    Messages:
    3,962
    Location:
    Snohomish, WA
    If I was in your shoes I'd be pretty frustrated.

    There is nothing special about your configuration.

    What they're telling you really isn't factual either as the discussion with the DS starts well before you get the VIN. In fact I don't have a VIN yet because I just got off the phone scheduling my delivery. I'll probably get the VIN within the next couple days.
     
    • Love x 1
  7. MikeATL

    MikeATL Member

    Joined:
    Aug 7, 2018
    Messages:
    350
    Location:
    Atlanta, Georgia, United States
    I know you’re frustrated, but I think the people you’re talking to are being honest and giving you all the information you have. There is no “about to be assigned” list... either you’re assigned or you are waiting. What seems random, probably has a logic you can’t see.. for example, someone declines a car after it’s already delivered to their region so Tesla assigns it to a new person in that area even though they placed their order after a lot of other people elsewhere. Sure, someone very close to the process is probably an expert who can tell you when you’ll likely get assigned, but that person isn’t on the customer service line.
     
    • Love x 1
  8. kwazi7

    kwazi7 Member

    Joined:
    Nov 28, 2017
    Messages:
    108
    Location:
    Toronto
    I vote on using a new email, and creating a new order.. and see if it comes through faster. Then when they call you, you can point out to them their screw-up and get a refund on the first order.
     
  9. Randy7fx

    Randy7fx Member

    Joined:
    Jul 21, 2016
    Messages:
    273
    Location:
    Charlotte, NC
    Going to the back of the queue is relative. Doesn't really matter if the queue is only 14 days, does it?
     
  10. jaland8624

    jaland8624 Member

    Joined:
    Aug 27, 2018
    Messages:
    7
    Location:
    Orange County
    Yeah, I know it is not the person on the line's fault, it's just this whole system seems random/unclear and it shouldn't be. We should have some expectation of clear communication and status of the order. Especially when it's way past the original expected delivery date and the fact other people in the same delivery center/area are getting the same exact configuration and ordered after. So yes, makes no sense to me on the outside.
     
  11. bluetinc

    bluetinc Member

    Joined:
    May 11, 2009
    Messages:
    760
    Location:
    MD
    #11 bluetinc, Aug 28, 2018
    Last edited: Aug 28, 2018
    Wow, while I can't help connect you to the right person, I can give you another data point. Close friend ordered without a reservation, exactly your configuration, on 8/7 and it was delivered in Maryland on 8/22. You just need to (nicely) escalate to a higher level person. Good luck -- Peter
     
  12. jaland8624

    jaland8624 Member

    Joined:
    Aug 27, 2018
    Messages:
    7
    Location:
    Orange County
    Thanks for the info. It's unbelievable...reserving since day 1 of the reveal gives no priority...ordering 3 months ago gives no priority. Who makes up these queues? I don't have a VIN number that I know of..but even if I did and it is stuck somewhere...reassign me a new vehicle. Just don't get it.
     
    • Love x 1
  13. bluetinc

    bluetinc Member

    Joined:
    May 11, 2009
    Messages:
    760
    Location:
    MD
    I'm sure you know this but, I also know what tunnel vision is like when I'm upset for being done wrong.

    Tesla did try to roughly keep priorities, your issue is MUCH more serious than a mix up with priorities. You order was lost somewhere along the way (it has happened to others before), and the trick now is to get them to find it. When you call, I'd specifically let them know your issue "My order has been lost in the system and I need to have it escalated to the correct person who can find it and correct this" and don't worry about speaking about VINs, priority, or reserving on day 1. Any of that will send them down their standard response list to anyone who asks about those things and you don't want that, you want to make sure they understand you are the exception and that the system had a hiccup and you would like some help fixing it. Once you have the right person, you will have your car within two weeks-- Peter

     
    • Love x 1
  14. spurs10

    spurs10 Member

    Joined:
    Aug 16, 2017
    Messages:
    232
    Location:
    Vancouver Canada
    How to escalate? I am in the same boat waiting for my RWD in Canada. I see they start contacting people with AWD orders and another guy who configured after me will be getting his car this week.
     
  15. bluetinc

    bluetinc Member

    Joined:
    May 11, 2009
    Messages:
    760
    Location:
    MD
    I don't know who to point you to, and I'm not sure what your dates look like because it's Canada. jaland8624's dates are egregious for the US, and show that it's truly been lost. If you are in the same boat, start with the 800# and email addresses to work up from there.


     
    • Love x 1
  16. jaland8624

    jaland8624 Member

    Joined:
    Aug 27, 2018
    Messages:
    7
    Location:
    Orange County
    I called today and told them "my order is lost" and it seems like it was elevated. This time the girl did not give me standard responses, instead, put me on hold and said she was going to contact the delivery specialist assigned and let her supervisor know there may be an issue with my order. She put me on hold for 5 minutes and came back saying she sent an email and instant message to the delivery specialist and that they will get back to me. I am hoping they respond by tomorrow. I will get you guys posted.
     
    • Like x 3
    • Love x 1
  17. suwaneedad

    suwaneedad Member

    Joined:
    Dec 11, 2016
    Messages:
    890
    Location:
    Atlanta
    If you have not yet emailed customersupport at tesla.com I would try that path. This is the 'escalation' email I got at some point in the spring and my issue was resolved within 24 hours of using that email (perhaps coincidentally but I doubt it). I think they put people with brains and access on the other end of that email address. God speed.
     
  18. jaland8624

    jaland8624 Member

    Joined:
    Aug 27, 2018
    Messages:
    7
    Location:
    Orange County
    Thanks for the info. I emailed them twice in the last week and once weeks ago, all no response.
     
  19. jaland8624

    jaland8624 Member

    Joined:
    Aug 27, 2018
    Messages:
    7
    Location:
    Orange County
    Update: The delivery specialist and customer service rep (who told me they would call me back yesterday) did not get back to me. So I called back today and waited on hold for 30 (the usual) and re-explained the whole situation to a new rep. The rep did some research and said there IS a VIN assigned and I should be getting a call soon. She then was looking at my account and said I should have picked up my car weeks ago in July- I said I was confused, no one ever said anything to me or reached out to me and every time I called, every rep said I was still waiting to be assigned a VIN. Anyways, this is all confusing, I said well, can I get connected to the delivery specialist now and see what is going on. The rep would not give me her info (only gave me her first name), but put me on hold and told me that she talked to the delivery specialist and she said she is waiting to find a match for my car. The rep was confused why there was a VIN on her system. Ultimately she said the delivery specialist will call me to give me an update. I said, well I hope she calls, because she promised to call yesterday. It seems like there is progress, but still all pretty confusing. I'm hoping to get my car in 2 weeks (fingers crossed).
     
    • Informative x 1
    • Love x 1
  20. neroden

    neroden Model S Owner and Frustrated Tesla Fan

    Joined:
    Apr 25, 2011
    Messages:
    13,379
    Location:
    Ithaca, NY, USA
    I'm glad *someone* is working on your problem. The woman you finally reached -- who gave you her first name -- is the first helpful person you've encountered.

    When that happens: first get the name of the idiot on the customer service line. Second, *demand* to speak to a manager. If they refuse, hang up, call back, you'll get someone different, and say *immediately* that you need to speak to their boss about reprehensible activity by one of their colleagues. Tell them you'll be happy to wait for the manager, talk to them any time of day. If the second person gives you guff, suggest that Mr. Musk might want to hear about this, and if that doesn't work, threaten a lawsuit.

    In your case... reading the followups... your problem is that the delivery specialist is lying to you. I assume you have the delivery specialist's first name -- you should be able to find out who her boss is.

    The rep who saw the VIN in the system seems like a decent sort; you might tell her that she's the first person who's been helpful and ask to talk to her boss so that you can commend her (which you should). When you get her boss, after commending her, ask that boss how to get hold of the boss of the delivery specialist who is not doing her job.

    Yes, unfortunately.

    If you're anywhere close to a store, talk to the people in the store in person; they are usually much better able to intervene, and more helpful. Emphasize to them that your order has been lost.

    It is most certainly the fault of the "delivery specialist" that your order has been lost, so the "delivery specialist" *really* needs to be fired. You need to reach the boss of the delivery specialist.

    Tweet at Mr. Musk.

    If you are still not getting any traction after several more weeks, I actually recommend filing a lawsuit; it seems to be the best way to get Tesla's attention these days.
     

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