I suggest you log in to your account, tap on “Ask a question” and submit an executive escalation:
View attachment 355750
Done. Thank you for the suggestion.
-------------------------------------
Dear Tesla Executive Team,
I am writing to kindly request a new replacement vehicle under the Illinois New Vehicle Buyer Protection Act due to having exceeded a reasonable number of repair attempts as well as having exceeded a reasonable number of business days that the vehicle has been and will continue to be out of service.
The first complication began when I was notified just three hours prior to my delivery appointment that my vehicle was “missing” and that my appointment had been canceled without explanation. I later learned from [xxx] that the vehicle failed its Pre-Delivery inspection (PDI) and that it required two weeks in the auto body for repairs.
After the repairs were completed, I inspected the vehicle on the day of delivery and documented three full pages of defects that still existed with the vehicle in an email to the [xxx] Delivery Manager. He informed me that he would assist with scheduling a Service Center appointment for the repairs, but that in the interim I could take delivery of the vehicle.
I took delivery on Tuesday, September 25th, and immediately invested $2,766.40 USD in wrapping the front-facing surfaces of the vehicle with LLumar Platinum Paint Protection film as well as LLumar Formula One window tint in the areas that I had not initially discovered any defects.
I was without possession of the vehicle for approximately 10 days during this $2,766.40 USD service, but I felt it was important to protect such an expensive investment.
After virtually stalking the delivery team and the service center with countless emails, text messages, voicemails and finally an in-person surprise visit, I was eventually contacted to schedule an appointment with the Tesla Service Center. I scheduled the appointment for 8:00 am on Wednesday, October 24th 2018. The appointment was confirmed on Friday, October 5th 2018, which gave the Service Center 19 days’ notice to make any necessary arrangements for the appointment given the explicit details I had originally submitted in my 3-page email that was complete with photos and markups to the photos to the [xxx] Delivery Manager on Thursday, September 29th 2018.
When I delivered my vehicle to the Service Center at 8:00 am on Wednesday, October 24th 2018, I requested that my vehicle be returned three days later in the evening on Friday, October 26th 2018. The Service Center representative replied, “I have to be honest... we have a lot of these Model 3s that are in service for delivery defects, so we might not be able to finish by Friday. There is a chance that it could take until early next week.”
That conversation took place five weeks ago.
After three weeks of no updates and unreplied messages, I paid yet another a surprise visit to the Service Center, and was surprised to learn that my vehicle had left Tesla’s possession and had been transported to [xxx] Auto Body without any notification. I paid a visit to [xxx] Auto Body and was shocked to learn that in those three weeks, the vehicle had simply been left in outside storage untouched in their exterior parking lot in freezing temperatures with summer tires (Michelin Pilot Sport 4S) that are well-known to crack in temperatures below forty (40) degrees. Although I was promised my vehicle back in roughly one week, no work had been done on the vehicle in those three weeks. Moreover, I was extremely disappointed to learn that the majority of the delivery defects had not actually been communicated to [xxx] Auto Body by the Tesla Service Center team. Nonetheless, I patiently explained the issues and defects, and they appeared to take note.
Fast-forward to today, Monday, November 26th, and I have learned that not only had the vast majority of the repairs I had specified in my walk-through two weeks ago had gone unrepaired/undocumented, but that that new damage had been done to the vehicle in the form of scratches to the center pillar glass on the driver side. In addition, new parts will now need to be ordered—for example, the entire front bumper cover assembly. The estimated turnaround time for those parts (front bumper over and driver side pillar glass) is another 10 business days (two weeks). This excludes panel gap issues and chrome window trim realignment issues that still have not yet been addressed, as well as paint defects that also remained.
Moreover, none of this takes into account that the vehicle will not be returned to me when [xxx] Auto Body is completed with their work. They have instructions from the Service Center to return the vehicle to them for replacement of the roof glass (defective UV treatment) and steering wheel assembly replacement (damaged/scratched leather). I cannot even begin to estimate the additional time that will be required for those parts to be ordered and replaced, since I do not have access to the Service Center’s extensive backlog of other appointments that will come before mine.
I have been the legal owner of this vehicle for nine (9) weeks, but I have had possession/use of the vehicle for only three (3) of those weeks. In addition, it is estimated that I will not see the vehicle for at least another two to three (2-3) weeks at a bare minimum, most probably more.
Again, I am writing to kindly request a new replacement vehicle under the Illinois New Vehicle Buyer Protection Act due to having exceeded a reasonable number of repair attempts as well as having exceeded a reasonable number of business days that the vehicle has been and will continue to be out of service.
