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

Poor communication and customer service for delivery

Discussion in 'Model 3: Ordering, Production, Delivery' started by kirkit, Aug 31, 2018.

  1. AZRI11

    AZRI11 Member

    Joined:
    Sep 2, 2016
    Messages:
    816
    Location:
    Rhode Island/Azores
    I went on a rant last night. Completely agree. Louis Botelho on Twitter
     
    • Informative x 1
    • Love x 1
  2. GreenT

    GreenT verT

    Joined:
    Mar 14, 2014
    Messages:
    948
    Location:
    France
    Sadly, as you've read here, it's not just the distance.
    The distance (I'm 130 miles from two SC's) only compounds the problems where they have to tow the car all the time. Rangers do not have the resources.
    I used to live close to several SC's within a half-hours drive and the service was better; but back then (4 years ago) there were but 1 in 100 of today's numbers. We were all on a first name basis. It was like a private club.
    We (early adopters) all chalked minor hiccups up to the company being young.
    They have not been scalable.
    Gone through the usual. 3rd motor, 3rd MCU, 3rd set of handles, bad sensors, bad windshield blowers, bad tire sensors, bad 12v, you've read the list.
    I bought into my S off a "pen and ink" drawing back in 2010 (Roadster days) and waited years for delivery.
    They can no longer use that excuse. I really thought Tesla would learn from their mistakes ... as any young company has to ... but they're sadly not.
     
    • Love x 1
  3. neroden

    neroden Model S Owner and Frustrated Tesla Fan

    Joined:
    Apr 25, 2011
    Messages:
    14,676
    Location:
    Ithaca, NY, USA
    Pretty much every firmware major version increment has broken something; none of them have fixed anything in years. I still have an outstanding warranty claim for damage to the media player caused by firmware update; I've been very distracted but I may still sue them over their failure to honor their warranty. It's outrageous.
     
  4. jabberwky

    jabberwky Member

    Joined:
    Jun 29, 2018
    Messages:
    19
    Location:
    SF, CA
    My delivery is schedule to this Friday 4PM. This is Wednesday night but no update on loan financing, down payment and etc.
    Can I just pick up the car on Friday?
     
  5. C141medic

    C141medic Active Member

    Joined:
    Apr 9, 2016
    Messages:
    1,714
    Location:
    New Jersey
    No update or contact with your delivery advisor?
     
  6. GreenT

    GreenT verT

    Joined:
    Mar 14, 2014
    Messages:
    948
    Location:
    France
    Wait a sec. What's your symptom?
    My USB stick went into Error Loading mode for every 3rd song YEARS ago.
    Service always say they cannot reproduce. Tell me the stick is too big. Even though it worked fine in 2013 and 2014.
     
    • Informative x 1
  7. Crispix

    Crispix Member

    Joined:
    Jun 24, 2013
    Messages:
    311
    Location:
    San Diego
    Amen. I've owned a Mode S for five years, and a Model 3 since January. And I'm stupidly going to sell the S and get myself a P3D.

    Back in 2013, there were so few of us that delivery and service was exceptional. We were treated like rock stars. I could email service and get a response in 15 minutes. Car came back from its first annual service not just clean, but detailed and waxed! Expectations were consistently exceeded.

    It's become horrible. I could tell stories, but I absolutely dread the San Diego service center. I'm lucky if I get the car back within a week dirty as hell but without any new problems. 2018 was a saga of shitty service (for what was a very minor issue that just got out of control) and poor communication.

    Delivery of our Model 3 in January was also pretty bad with very poor or non-existent communications from our delivery specialist, plus several errors in those communications that took multiple attempts to fix.

    Love the cars. Very meh on the company. And yet, here I go again!
     
    • Love x 1
  8. Electric700

    Electric700 Active Member

    Joined:
    May 21, 2013
    Messages:
    1,660
    Location:
    Florida, United States
    Kirkit, sorry to see you're having these issues. Did you get your car?

    I think Tesla is working on making the delivery experience better, but it will take time. There are a lot of people who are very satisfied with their Teslas, and I know you can be one of them.
     
    • Like x 1
  9. alloverx

    alloverx Member

    Joined:
    Mar 20, 2016
    Messages:
    818
    Location:
    Seattle
    You need to plan for an increase in the ramp of anything. In this case, they should simply hire 2 people who update a website or customers account with the vehicle status and location.
     
  10. jasdelta

    jasdelta Member

    Joined:
    Jul 22, 2018
    Messages:
    192
    Location:
    LINCOLN CA
    I got an email yesterday to schedule delivery between Sept 22-29th. I chose the 24th, at my local SC, so will see how it goes, wish me luck.
     
  11. Curtmark

    Curtmark Member

    Joined:
    Sep 1, 2018
    Messages:
    10
    Location:
    Maryville
     
  12. Curtmark

    Curtmark Member

    Joined:
    Sep 1, 2018
    Messages:
    10
    Location:
    Maryville
    Sorry about last post-somehow sent it without hitting a button.

    Hard to read some of these comments. Supposed to pick up my M3 tomorrow 3 1/2 hours away in Atlanta (also closest SC's) but they haven't told me yet if they've put a stop on my cancellation. Had cancelled out of anger yesterday after going back and forth with Torri with "Inside Sales" after they reneged on accepting my 2015 Audi S3 on trade in 2 days before I take delivery! Basically accused me of odometer manipulation due to mistake CarMax made on their initial appraisal. The car sounds great but the prospects of going through all the hassles with service, etc., really gives me reason to pause? I'm definitely outside recommended 120 mi distance to SC and I don't know if I'd be eligible for any mobile service (live outside Knoxville, TN)? Sheesh, expensive decision now made more complicated logistically by not being able to drive my trade in down to return in the M3. Tell me what to do...(0-;
     
    • Informative x 1
  13. jtc_LA

    jtc_LA Member

    Joined:
    Sep 18, 2016
    Messages:
    13
    Location:
    Los Angeles
    I went thru 5 VINs before I got my car (LR, RWD, delivery in Los Angeles, Marina Del Rey)


    1st was 401xx rejected on July 14 due to misaligned panels, scratches on driver door, hood, dings, etc.


    2nd was 566xx - MDR delivery center called Aug, 7, the night before delivery to cancel, last batch of cars had paint issues


    3rd was 401xx - called the day before, Aug. 20, car passed QC, good to go, got there the following day, the car wash/detailing guy found a scratch on the driver side door, that no one noticed before, tried to touch it up, made it worse, car has to go to body shop for repaint, will take 1-2 weeks. Since I'm planning to keep the car a while, and repainted body panel will affect resale, I declined to take it.


    At this point (Aug. 21) I decided black color may not be the best idea, so I switched to silver. Made it clear that I wanted a new car, not one that had been reworked/repainted.


    4th was 373xx - delivery scheduled for Aug. 28, assured up and down it was a new built car, insisted on seeing the Monroney sticker, turns out it was built in June, so it's been around 2 months, obviously something's up.


    5th was 613xx - took delivery on Sep. 2 - (silver) some very minor paint issues, and misaligned panels, but very minor. Took the car, best one I ever owned. Friend of mine who used to work at Porsche and Ferrari dealership was with me, took it for a spin, he was impressed, he said he now understands why I waited for it so long, and why I put up with all the issues.


    Car is great, buying experience was not.
    But in the end, it was worth it.
     
    • Like x 2
    • Informative x 1
  14. jasdelta

    jasdelta Member

    Joined:
    Jul 22, 2018
    Messages:
    192
    Location:
    LINCOLN CA
    You could call them and request a delay in delivery until you get your finances/ trade figured out.
     
  15. Curtmark

    Curtmark Member

    Joined:
    Sep 1, 2018
    Messages:
    10
    Location:
    Maryville
    True but really the finances can be worked out. I've already got decent finance terms with Tesla and could sell my Audi outright or to CarMax (their appraisal was decent). My question really is: what am I getting myself into? I get treated like a king at Audi and could just order an e-Tron? Thanks for input.
     
  16. C141medic

    C141medic Active Member

    Joined:
    Apr 9, 2016
    Messages:
    1,714
    Location:
    New Jersey
    Go for the E-tron. If you’re concerned about what you’re getting yourself into with Tesla and already have a great relationship with Audi, I’d say go for the Audi.
     
    • Helpful x 1
  17. Curtmark

    Curtmark Member

    Joined:
    Sep 1, 2018
    Messages:
    10
    Location:
    Maryville
    Well the all electric version of the e Tron is just now beginning production, a sport back (not all that crazy about), 0-60 just sub-6 sec. So while it will most likely be a fine EV I doubt it will be nearly as fun to drive as the M3?
     
    • Like x 1
  18. jbcarioca

    jbcarioca Active Member

    Joined:
    Feb 3, 2015
    Messages:
    4,873
    I was furious last week. Despite a litany of problems that were obviously all related to the mess in Inside Delivery Las Vegas and local Inside Delivery. My Las Vegas person tried very diligently but could not solve a couple of very simple documentation deficiency.

    In the end my delivery happened. One discrepancy Inside Delivery told me to forget it, now way. An hour later I went directly to Service and they solved the problem instantly and politely. All my service encounters have been excellent for the last four years and still have been for this delivery.

    ...then there is my P3D+. My spouse said it was just like our former Porsche 911, but quieter, quicker and much, much roomier. She repeatedly talks about how much more roomy the car is than was our P85D.

    Lousy Inside Delivery is horrible. Luckily it normally gets much better.
     
    • Informative x 1
    • Like x 1
  19. bsoft16384

    bsoft16384 Member

    Joined:
    Aug 21, 2016
    Messages:
    10
    Location:
    Denver, CO
    I own a Model S 75D and I was going to pick up my Model 3 LRD tomorrow.

    To say that my experience has been bad would be an understatement. My delivery specialist is on vacation right now, which I understand, but there's no one backing her up. I still don't have an estimate on a trade-in or the option to pay. I know that the trade in estimate is probably going to be lowball, and I have an offer from Vroom to buy my Model S outright at a very competitive price.

    OK, so I'll pay cash and take the Vroom offer. I call the delivery center to see if I'm still on for delivery, but no one answers and I get sent to voicemail. I call multiple times and get voicemail. I finally talk to someone in the sales department and they say that I will get a call back. About an hour later I get a call back, which unfortunately I miss and get a voicemail from another delivery adviser. He doesn't leave a direct phone number, just the general one that gets sent to voicemail. I call back about 10 times and finally get an answer.

    Turns out my Model 3 has a bad front drive unit and they are waiting on a part to fix it. And I only know because I spent over an hour of my time the day before to relentlessly try to track someone down and get an answer.

    At this point I'm not even sure I want to own a Model 3, or any Tesla. I have had only minor issues with my Model S, but it certainly doesn't inspire confidence that my Model 3 managed to leave the factory with a broken drive unit, and that they are trying to fix it in the service center before delivery. It doesn't inspire confidence that they will make it right if something breaks when they won't answer the phone or tell me what's going on. I'm fortunate to live near-ish a service center, but it's still over an hour away - it's at least four hours of my time if I need an issue fixed, and more if the issue is serious enough to make the Model 3 un-driveable.

    I bought my Model S because I could afford an expensive car, because it was high-tech, because it was by far the most capable EV at the time, and because I believe in the company and in electric cars in general. Before the Model S I owned a Nissan Leaf, which I was perfectly happy with except that it had slightly too little range to get me to the airport and back, and the fact that it didn't have adaptive cruise control, pre-collision braking, or other active safety features. I don't need to drive a luxury vehicle, and if I do, I expect it to be a hassle-free experience.

    This doesn't live up to my expectations of any vehicle, let alone an optioned up $62k Tesla.
     
    • Informative x 2
    • Love x 1
  20. Dinozero

    Dinozero Member

    Joined:
    Jul 24, 2018
    Messages:
    47
    Location:
    Kentucky
    Reading all of your replies.. as someone that has dreamed of a Tesla and have a delivery date. It is very troubling.

    The only peace I have is reminding myself.. that everyone hates their car dealer. I have owned over 20 cars, but only bought 2 from the same place. I have had bad experiences at MANY different dealerships.

    Toyota, Ford, Dodge, Toyota, Hyundai.. all of them have had something happen at some point that made me hate going there.

    My wife's Chevy so far has been the nicest to us but her car only has 14k miles and has had no issues so far.

    I have never owned a *luxury* brand before.. maybe they treat you a lot better. I don't know.. but I would probably puke when I saw the charges.

    Right now I am buying a Tesla because it is the only vehicle in the world that serves my need. I drive 33k miles a year and I need AWD. The tesla can do that for me so much cheaper than the next gas vehicle can that the tesla is honestly not an expensive car for me. Once you factor the fuel savings I am spending as much on a Tesla as I would a Subaru + fuel.

    Once I own the Model 3 2 or 3 years if the service is still lousy and Ford and other big name manufactures have a nicely made long range AWD EV available maybe I will trade it away and return to a Big3 auto manufacture but right now Tesla is the only option.
     
    • Love x 1

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