Ordered MX

[BryWay]

Earlier this month, I finally placed an order for an MX (Performance) since the lease on my 2016 BMW 750i is about to end. The no-hassle online ordering was a breeze. I've also received a VIN for the car, and a notification that it has been scheduled for production. Simultaneously, I also received pre-approval for a new lease through Tesla within a matter of hours. As all of this unfolded, I kept pinching myself saying "this is too good to be true... so smooth."

However, now I'm starting to worry, because the customer associate at my nearest dealer (Tesla of San Francisco) with whom I arranged a test drive before ordering, and who is managing my delivery, has now gone dark. She said she'd arrange for me to pick up the car at the dealership on Monday 11 March, at which time I'd be expected to bring my deposit, etc. With that date approaching, I've reached out a few times, and have received no responses.

Is it unreasonable for me to expect her to reply letting me know whether things are still on track for the 11th? Just wait for them to reach out to confirm the appointment? I'd planned to take the delivery day off, but the nature of my work requires me to give a *lot* of notice that I'm going to be away.

What were *your* experiences as your own delivery windows approached?

 

[Super_Popular]

It's pretty typical for the sales staff to go dark until they want payment. It's always been like that, dont take it personally.

 

[posity]

You are describing 'the Tesla way'. I think many (most?) of us can give a grade anywhere from a C to an F for the delivery experience. You really need to go into buying a Tesla with minimal expectations on the delivery because, well, that's what you get. And you might need to work through a couple things that need fixing right after you receive your car - but that's when things generally start to look up. The Service Centers try their hardest to make our owner experiences a positive one. And then once you are through the delivery, and maybe an initial tweek or two, you get to drive the car. Then is when your opinion will skyrocket: it is definitely worth the initial hassles. So suffer through it, keep your expectations remarkably low about the sales experience, because in the end it is a vehicle without any equals.

 

[GreenT]

You are describing 'the Tesla way'. I think many (most?) of us can give a grade anywhere from a C to an F for the delivery experience. You really need to go into buying a Tesla with minimal expectations on the delivery because, well, that's what you get. And you might need to work through a couple things that need fixing right after you receive your car - but that's when things generally start to look up. The Service Centers try their hardest to make our owner experiences a positive one. And then once you are through the delivery, and maybe an initial tweek or two, you get to drive the car. Then is when your opinion will skyrocket: it is definitely worth the initial hassles. So suffer through it, keep your expectations remarkably low about the sales experience, because in the end it is a vehicle without any equals.

Until you need service ... and the opposite occurs.
Sorry, but I would NEVER buy this brand again until:
- service centers quadruple
- they learn to pick up the phone (to answer or dial)
- my car leaves service with fewer problems than when it went in

 

[ek993]

100% normal. My SA answered every email within minutes right up to the time I placed the order. Immediately after that he disappeared off the face of the earth - I never heard from him again despite multiple emails and phone calls.

The DS was no better either.

 

[Peteski]

It probably comes down to the individual employees you are dealing with, but our local Tesla showroom is really good and I still keep in touch with the original sales guy I dealt with. But on handover, it was a different person who contacted me and took me through that process. She basically sent me an email when the car was ready and it had all the instructions for payment etc. All pretty smooth and painless, except there was a bit of a mix up over a change of address as we had moved house between ordering and handover.

 

[DCGOO]

However, now I'm starting to worry, because the customer associate at my nearest dealer (Tesla of San Francisco) with whom I arranged a test drive before ordering, and who is managing my delivery, has now gone dark. She said she'd arrange for me to pick up the car at the dealership on Monday 11 March, at which time I'd be expected to bring my deposit, etc. With that date approaching, I've reached out a few times, and have received no responses.

You have been handed off to a Delivery Specialist, after the sale has closed, all comms go through the DS. The DS contact info should be visible on the web page with your order information. Out here in the flatlands, the DS’s are pretty responsive.

 

[K3Man]

Yep! What everyone said above is pretty much how it goes. Expect to have a lot more than one "Delivery Specialist" as well, none of whom you will probably ever meet, even on the day you get your car. Like Plan B wrote, "don't take it personally."

Also, an additional suggestion is to not be a needy buyer. You don't need to know the exact location of your car in the build process, nor do you really need to have someone holding your hand and responding to every question you have. That's what we're here for.

Lastly, chances are you are NOT going to made to feel like a VIP on the day of your delivery, especially if you take delivery up in the Bay Area. Those days are long gone with Tesla. It's just the way things are now.

Anyways, congratulations on your purchase and we all hope that your new Tesla is everything you were hoping for when you get it.

 

[dnstommy]

Tesla is a tech company, it is not hard to create a workflow like Dominos? Internally Tesla knows where you car is, just integrate that data with the customer app.

 

[Fer M]

Congrats on your order. I too ordered an MX 1/31 and got a text while back saying it’d be ready for delivery between 2/24 and 3/13, pretty wide range if you ask me but got no choice but to roll with it.

Also decided I’m trading in my current vehicle and got alotted 500 miles til delivery day, well those 500 came and went like nothing, does Tesla expect you not to drive your vehicle? Will reach out to the DS and ask about that. They should at least give you 1-1.5k miles per month as Thats average for most folks.

How did you get an exact date for delivery? I’ve yet to reach out to my DS as the online account just updated today as to who my point of contact is.

 

[mattack4000]

Based on historic trends, they are about to start building the Q1 LHD cars now. You will likely get your car in first week of March.

 

[MXWing]

Until you need service ... and the opposite occurs.
Sorry, but I would NEVER buy this brand again until:
- service centers quadruple
- they learn to pick up the phone (to answer or dial)
- my car leaves service with fewer problems than when it went in

Member of Rivian Auto Club RIVIAN AUTO CLUB

Check yourself before you wreck yourself.

Where are you going to take delivery of your Rivian? Are you close to the factory in IL?

Say you take delivery - but then what about service?

Say you drive across state lines to get it fixed out. Do they have a Rivian loaner program? Do you have accommodations to tow it? From what we know, you aren't SUPERCHARGING it.

Rivian can easily QUADRUPLE their service centers because uhhh 0 * 4 = 0!

The amount of cognitive dissonance is mind bottling!

 

[hill]

Until you need service ... and the opposite occurs.
Sorry, but I would NEVER buy this brand again until:
- service centers quadruple
- they learn to pick up the phone (to answer or dial)
- my car leaves service with fewer problems than when it went in

If you take over the last 14 months or so - of a similarly equipped leased vehicle, you will get the best experience for the least amount of money. Check out what's available on swappa lease then decide. If you think the vehicle you leas/swapped into is the greatest thing since sliced bread, you can pick it up if it's a good price. If not, you just walk away. .... or just stick w/plan 'A'. Good luck.
.

 

[buckerine]

I think the experience depends to a great extent on your location. Many parts of California seem to have insanely poor service. My area of the world has phenomenal service. Everyone I met with, from the SA all the way to delivery was just simply outstanding. Not only were they responsive, they answered all of my issues thoroughly.

After sales service was also phenomenal. I really went into the purchase expecting the worst and have experienced service even better than BMW and Mercedes.

 

[testarossa]

Expectations should be set fairly low for customer service. You're dealing with a bunch of just graduated college kids who may or may not have plans to work for Tesla in the following weeks/months. That said, there is NOTHING else in the market that can rival Tesla, not Jaguar, not Mercedes etc. Things will only shift once Porsche comes to play.

 

[ccathcart609]

I actually just posted a thread recently with a very similar experience. I’m all my car buying history I’ve never felt so much like a number versus a person. Very unprofessional in that they don’t even respond with a “got your message, looking into it”. Whether it be the DS or Ses manager, I had the same experience. Only positive is, we have a Tesla store in our mall. I went there today shopping. Decided to swing by. They looked me up and confirmed my vehicle is due to be completed at the factory tomorrow. And then would be shipped. I didn’t even know it was in production. Besides production I’ve had numerous other communication sent without responses. And no communication from the DS or sales guy. Anyway, no matter the retail business a certain level of professionalism is expected. It feels like Tesla feels they don’t need to build relationships. Eventually it will catch up to them.

 

[SMAlset]

If you are concerned about not hearing back, maybe call the store and see if she's been at work. Sometimes these guys get shifted to other areas of Tesla as needed. One of the guys we were working with when my husband placed his order got moved over to the Fremont Factory to help out with deliveries there. From what I read about the recent 7% announced cutbacks, delivery was one area they reduced the number of people in, which was understandable after the big year end "tax credit" push was over and with the focus now on Europe and China deliveries. All the same I would still reach out to the Store and reconfirm your date. As another point of reference after I got a final date for my Model 3 delivery (9/2018), I don't think I heard back from them until maybe sometime during the week before the actual date.

Congrats on the new car and hope your delivery is as smooth as the ordering process has been for you. It does get nerve-racking as the day grows nearer with it being a big purchase and so much anticipation built up. Is this your first Tesla? I'm sure you will love driving it. What color?

 

[SMAlset]

I actually just posted a thread recently with a very similar experience. I’m all my car buying history I’ve never felt so much like a number versus a person. Very unprofessional in that they don’t even respond with a “got your message, looking into it”. Whether it be the DS or Ses manager, I had the same experience. Only positive is, we have a Tesla store in our mall. I went there today shopping. Decided to swing by. They looked me up and confirmed my vehicle is due to be completed at the factory tomorrow. And then would be shipped. I didn’t even know it was in production. Besides production I’ve had numerous other communication sent without responses. And no communication from the DS or sales guy. Anyway, no matter the retail business a certain level of professionalism is expected. It feels like Tesla feels they don’t need to build relationships. Eventually it will catch up to them.

My Model 3 delivery was during a rush period (end of 3rd Qtr) and kind of felt that way. Everyone knew they were super busy trying to do as many deliveries as possible and so I wasn't expecting much personal attention. I will say that everyone I dealt with at the Fremont Delivery Center was very pleasant and professional despite I'm sure their long days and feeling the pressure of so many deliveries each day. This was in contrast to when we picked up our MS the year prior and it all went through the Palo Alto store. We were given a choice of that store or the Factory for delivery. We had one continuous person handling our calls and emails at that location, and back then they were even giving out gift bags on delivery day. Honesty the gift bags were nice but not necessary. Never with any other car we had purchased before did the dealership ever give us a gift bag. With the volume of cars and deliveries they are experiencing, I can understand them dropping the swag. To us the car was the best thing we got anyway .

 

[Sonic_78]

The delivery hand off is a little sloppy, I will admit. Could be better, but we all get our cars so....

Better than having to spend a whole day bartering with a salesman, then the salesman's manager, then the finance jag off, each seeing how far they can get you to bend over.

 

[BryWay]

My saga continues. Sorry it's been a while since I've updated this thread.

I was supposed to take delivery of the car on 11 March. My DS had even set up a delivery appointment for me. However, just before delivery, Tesla announced they were closing the majority of showrooms, laying off staff and (surprisingly) reducing prices across the board. If I'd taken delivery of my car, I'd have paid ~$12K *more* than the new pricing for the same configuration.

I managed to get in touch with my sales associate, and she was super-helpful. She said to take advantage of the savings, I'd have to let her cancel my existing order, and that I'd have to place a new order. Unfortunately, she said I'd have to eat my original $2500 deposit since the original order had gone into production. I didn't mind, since I'd still be saving ~$9.5K (after deducting the lost $2500 deposit). So I ordered a new car -- same specs as before:

- Long Range
- Performance (without Ludicrous Mode)
- 22" wheels
- White exterior
- Premium White Interior
- 6-seat config
- AutoPilot + FSD

Price netted out to ~$125,500 -- nearly $12K cheaper than the first one I ordered (and canceled). Surprisingly, I was contacted almost immediately after placing the new order (which I did entirely on my iPhone, using Apple Pay to pay the deposit -- such a smooth process!!), and told I wouldn't be losing my original $2500 deposit afterall. So that, plus the $2500 deposit for the new order ($5K total), would be deducted from the price of my new car! Totally thrilled about that!

The one drawback is that I moved to the end of the line. It's now looking like I'll be taking delivery toward the end of March. They haven't been able to give me a better estimate than that. I have a new VIN, and the car has been scheduled for production. Taking the advice of people who've commented above (thank you!) I'm just laying low until the end of the month gets closer.