I have been fortunate to own Lexus, BMW and most recently Audi and the dealer experience with all of these have been head and shoulders above most else, though we have had good luck with local Toyota and Subaru dealerships. Had a freak valve spring rupture requiring practically an engine rebuild on my Audi S3, just outside of warranty, and the dealer "comped" me the entire repair. Service experiences are the Royal treatment always with loaners that are nicer than my car being serviced! Got a feeling I'm not in for the same experience with Tesla, especially considering my terrible experience with my "delivery specialist" (whatever that is?). So I'm hoping the drive will make up for all that!
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Poor communication and customer service for delivery
- Thread starter kirkit
- Start date
If you guys get a chance go over to the Texas forum here and check out the "Texas Hold UP!" thread. Texas had some cars arrive via rail and the Service centers treat them like bastard step children. They receive the LOWEST priority. My car arrived in Dallas on 8/15 and is still sitting there in the rail hub as far as I know. Meanwhile every car that shows up via truck gets delivered with the highest possible priority.
Texas Hold Up!
Texas Hold Up!
DR61
Member
Our delivery experience on Aug. 29 was OK; ISA was accurate and communicated more quickly that I responded during the 9 day run up to delivery. Our car was at delivery center (Rocklin, CA) as expected, but was a few minutes late on delivery due to detailing being behind schedule. Delivery people were were ok but somewhat inexperienced; even so it took only 45 min. when we were told to expect 15 min. Our experience was better than any previous car delivery at conventional dealers, who usually took many hours.
The car is worth the 29 month wait!
The car is worth the 29 month wait!
When you changed your Model 3 config. Did the config listed under your Tesla.com account reflect your changes?
I changed mine over the phone and the new changes still are not reflected under my Tesla.com Account.
Just an update in case anyone is interested, I cancelled my order altogether.
Tesla Downers grove handled my situation after the botched initial delivery (as I described before). One of the managers there was very understanding of my situation, and admitted they totally screwed up. He tried his best to make the situation right (within his powers). They offered home delivery or a rental on them for me to come by Chicago to pick up the car.
Home delivery just wouldn't have worked since people had quality control issues. You are required to pay in full before home delivery, and if I did, it would have been extremely difficult to reject delivery.
But as a few guys here have stated, I didn't feel it was above and beyond like some of the other cars I've owned in the past.
Had the delivery experience gone smooth, I wouldn't have thought twice about future service issues. But unfortunately the delivery experience and the attempt to fix the situation just wasn't enough. Model 3 has been selling crazy, and being 100+ miles from the closest service center...I don't know if they have scaled their service to meet this massive increase in sales.
They are currently processing my refund. I may revisit Tesla in another year or so based on how smoothly things go with everyone around here, especially with service issues. Now just isn't the right time.
Tesla Downers grove handled my situation after the botched initial delivery (as I described before). One of the managers there was very understanding of my situation, and admitted they totally screwed up. He tried his best to make the situation right (within his powers). They offered home delivery or a rental on them for me to come by Chicago to pick up the car.
Home delivery just wouldn't have worked since people had quality control issues. You are required to pay in full before home delivery, and if I did, it would have been extremely difficult to reject delivery.
But as a few guys here have stated, I didn't feel it was above and beyond like some of the other cars I've owned in the past.
Had the delivery experience gone smooth, I wouldn't have thought twice about future service issues. But unfortunately the delivery experience and the attempt to fix the situation just wasn't enough. Model 3 has been selling crazy, and being 100+ miles from the closest service center...I don't know if they have scaled their service to meet this massive increase in sales.
They are currently processing my refund. I may revisit Tesla in another year or so based on how smoothly things go with everyone around here, especially with service issues. Now just isn't the right time.
Pandamoanium
Member
One huge issue for me is that I'm not the only one doing more work to get their car delivered than the ISAs managing the deliveries. I've read some truly awesome stories still which makes me think there are some ISAs that want to do well. For our X, it was literally one of the easiest and best transactions.
This 3 is just annoying. I'm ready to pass on it altogether and I'm sure Tesla won't care. I've done all the heavy lifting for my ISA and even now the paper work and financial documents are not correct. Delivery is set for 13SEP2018 and I have a feeling it's not going to go through. I've called into Tesla HQ and even the delivery team here local to me. Nothing to do apparently until the ISA can get her *sugar* together and put in the ten minutes it'll take to type it up correctly.
This is probably the only time I miss the dealership model, customer service in my experience was mostly more positive when they're trying to make a sale. This Model 3 and past Model S make me think they could not care less.
This 3 is just annoying. I'm ready to pass on it altogether and I'm sure Tesla won't care. I've done all the heavy lifting for my ISA and even now the paper work and financial documents are not correct. Delivery is set for 13SEP2018 and I have a feeling it's not going to go through. I've called into Tesla HQ and even the delivery team here local to me. Nothing to do apparently until the ISA can get her *sugar* together and put in the ten minutes it'll take to type it up correctly.
This is probably the only time I miss the dealership model, customer service in my experience was mostly more positive when they're trying to make a sale. This Model 3 and past Model S make me think they could not care less.
Sorry it didn't work out for you kirkit. As for me I went ahead and kept my delivery appt. They were running behind so my 2PM Saturday delivery appt. became more of a 3-3:30 appt.
oops- hit send too soon. I could've been out the door in 45 minutes but our specialist, Jonathan, who made up for all the terrible dealings I had had with Tesla CS up to that point, was willing to re-do all the finance papers to account for a larger deposit (that was supposed to be my trade in that Tesla reneged on at the last minute!) and therefore lower my monthly payments. He told me that re-doing the finance agreement entailed sending the stuff back and forth to CA and could take 15 minutes, or it could take an hour. I was going to be dropping my Audi off at an Atlanta area CarMax after picking up the M3. Well, it took more like close to 2 hours. But Jonathan took us around in the parking lot and demonstrated a lot of the features, and was very helpful, and patient with us too. He was apologetic about Tesla screwing up our trade in last minute and sympathized with our dealings with Inside Sales. We finally got out, and, the car is like..."buttah". Right now it all seems worth it and then some. I will try not to dread needing service someday. But the car, wow, the car....
Are you getting your $1000 deposit and your $2500 order deposit refunded as well? If so how did you swing that? I thought it was non refundable.
I originally had a delivery date of August 21 fory MS 75D . I never got a call the days prior to confirm pick up, so I called them to make sure. They said everything was ready to go. The day I showed up, they tell me the car hadn't even arrived.
So we reschedule again for August 25th.
I show up again for delivery and they then tell me there's a large crack on the glass roof and they didn't feel safe to deliver it. Not sure why they couldn't relay this to be before I got there.
Thankfully I'm only 3 miles away from the Portland SC. They did also give me a loaner, which I still have as of today (September 13).
I popped in to the SC on September 9 because everytime I called for status updates, no one could give me an answer. They told me the replacement glass will arrive September 14th.
Oddly, I got a call today from the Vegas center to scheduled pick up, which I placed for Today thinking I got lucky.
Called the SC and they confirmed the glass hadn't come in yet. They actually (finally) called me back a 2nd time to tell me the details: original replacement glass had a minor defect so they ordered another replacement. Now my NEW appointment is for September 22.
*Fingers crossed*
I'm not terribly mad at them since they gave me a loaner for the time being. I didn't even sign anything yet, except for the loaner. I'll admit communication could be much better...
So we reschedule again for August 25th.
I show up again for delivery and they then tell me there's a large crack on the glass roof and they didn't feel safe to deliver it. Not sure why they couldn't relay this to be before I got there.
Thankfully I'm only 3 miles away from the Portland SC. They did also give me a loaner, which I still have as of today (September 13).
I popped in to the SC on September 9 because everytime I called for status updates, no one could give me an answer. They told me the replacement glass will arrive September 14th.
Oddly, I got a call today from the Vegas center to scheduled pick up, which I placed for Today thinking I got lucky.
Called the SC and they confirmed the glass hadn't come in yet. They actually (finally) called me back a 2nd time to tell me the details: original replacement glass had a minor defect so they ordered another replacement. Now my NEW appointment is for September 22.
*Fingers crossed*
I'm not terribly mad at them since they gave me a loaner for the time being. I didn't even sign anything yet, except for the loaner. I'll admit communication could be much better...
Something similar happened to a neighbour here in Canada when they got their Model S. They had to fly from Windsor to Toronto to pick it up and when they got there it was the same thing, no car huge mix up waste of time even though he was told it was ready. That night an executive from Tesla called him directly to personally apologize. They then set him up with a rental car for a week, and then delivered the Model S on a flatbed truck and compensated him for everything. So just make sure you're talking to the right people as Tesla will for sure make this right.
This has always been true. The problem with Tesla has always been finding the right people at Tesla. The amount of time I've spent badgering Tesla employees for phone numbers and email addresses until I actually was able to contact the right person is ridiculous. Once I got the right person, all smooth.
I know it's been a month since the last post, but just went through/going through something similar.
Day 1 reservation holder, sight unseen, configured in June when the other options opened up and was assigned a delivery advisor/specialist September 4th.
There was an introductory email which I replied to with some questions and no response for a week when I got a phone call.
Conversation went well, I asked the questions again, had a couple more which were supposed to be followed up with. I was told I should have VIN in a few days and we could schedule delivery from there.
After that conversation, nothing followed, I emailed them several times. I can understand they could be very busy, but the complete absents of a response is outright rude and unprofessional. Even a brief "Swamped right now, but will get back to you" would have done.
By the end of September I had to head off for a business trip. I let the DA know I'll be returning on the 11th and could pick up the car on the 12th if anything materializes. Still nothing.
On October 11th I finally get a response where they say:
"Due to a change in routing of a train that was intended for Ontario and Quebec the car that’s was matched to you is no longer matched to you. We are working to get another car with your configuration to you as soon as possible."
Something bothered me (pissed me off) about that so I called Tesla's customer service number. The customer service rep said that a VIN was assigned to me on September 20th and my advisor was supposed to inform me of my delivery window. Since a date was not picked within the window, the VIN was removed from my account.
Now I'm being told it could be December or the new year before another car is matched to my account.
Seriously?! I had one window and no one bothered to let me know? And now I could be waiting another 3 months for the next one?
This is total BS.
I believe in Elon and his mission, but this is unacceptable. At this point I might as well hope it gets delayed until next spring so I get a 2019 model. Hopefully then a heated steering wheel will be included.
Day 1 reservation holder, sight unseen, configured in June when the other options opened up and was assigned a delivery advisor/specialist September 4th.
There was an introductory email which I replied to with some questions and no response for a week when I got a phone call.
Conversation went well, I asked the questions again, had a couple more which were supposed to be followed up with. I was told I should have VIN in a few days and we could schedule delivery from there.
After that conversation, nothing followed, I emailed them several times. I can understand they could be very busy, but the complete absents of a response is outright rude and unprofessional. Even a brief "Swamped right now, but will get back to you" would have done.
By the end of September I had to head off for a business trip. I let the DA know I'll be returning on the 11th and could pick up the car on the 12th if anything materializes. Still nothing.
On October 11th I finally get a response where they say:
"Due to a change in routing of a train that was intended for Ontario and Quebec the car that’s was matched to you is no longer matched to you. We are working to get another car with your configuration to you as soon as possible."
Something bothered me (pissed me off) about that so I called Tesla's customer service number. The customer service rep said that a VIN was assigned to me on September 20th and my advisor was supposed to inform me of my delivery window. Since a date was not picked within the window, the VIN was removed from my account.
Now I'm being told it could be December or the new year before another car is matched to my account.
Seriously?! I had one window and no one bothered to let me know? And now I could be waiting another 3 months for the next one?
This is total BS.
I believe in Elon and his mission, but this is unacceptable. At this point I might as well hope it gets delayed until next spring so I get a 2019 model. Hopefully then a heated steering wheel will be included.
I took delivery of a P3D- on September 25 (a Tuesday) when I could have asked for another time/date slot, and went there expecting to bring sleeping bags. I'm close to Fremont, and my "old" 2016 Model S was an early lease return, but to be fair, I'd say communications were adequate, but less than desired. In 2016, the volume of production was lower than at present, and there were more communications, but I'd say that the horror stories about delivery weren't quite as bad back then. I'm just thinking they are transitioning to a hybrid dealer / mail order model, and want to get to a walk on the lot to buy the car without extensive reservations kind of model. On the delivery day, people were buying 2 Model 3s at a time, and there were substantial Model S/X's being picked up. For the price, it should be a little more white glove, but it isn't all bad. I have one issue to escalate, and ended up getting a call from the guy that sold me the model S. He's a manager now over the group that "has contacts" in the right places.
I have a positive update to my situation.
It was a new delivery advisor that informed me of the possible December timeline on October 15th and apologized to about communication issues. Something they're actively working on.
Well that delivery advisor got back to me on Thursday the 18th at 2:41pm to inform me that a new match had been made and I could anticipate delivery in early November.
Not 5 minutes had passed when at 2:44pm on the 18th I got a call from a senior delivery advisor informing me that he'll be taking over my account and that he's got a car ready for pick up on Saturday the 20th in Toronto! Because of the events that played out, they offered to delivery the car to my house in Ottawa as compensation. It was going to take a little longer to have it delivered so I opted for the pick up.
So yes, I went down and picked up the car on Saturday! The pick up experience itself was very good. There were no issues with paper work and the car was in great condition. No panel gap issues, or paint issues. There was one small scratch on the center console, but that gloss piano black is such a finger print magnet that I'm putting a matte or carbon fiber film on it anyway. I did not complain or point it out.
While I was still told two stories about why the first delivery did not work out, I'm going to leave it alone as Tesla certainly put the effort in and turned the experience around extremely quickly. Thanks for that.
And yes, the car is so awesome! Reading everything so far, I new I was going to love the car when I got it, but it was painful having waited so long only to be told I'd have to wait until winter when it was so close.
It was a new delivery advisor that informed me of the possible December timeline on October 15th and apologized to about communication issues. Something they're actively working on.
Well that delivery advisor got back to me on Thursday the 18th at 2:41pm to inform me that a new match had been made and I could anticipate delivery in early November.
Not 5 minutes had passed when at 2:44pm on the 18th I got a call from a senior delivery advisor informing me that he'll be taking over my account and that he's got a car ready for pick up on Saturday the 20th in Toronto! Because of the events that played out, they offered to delivery the car to my house in Ottawa as compensation. It was going to take a little longer to have it delivered so I opted for the pick up.
So yes, I went down and picked up the car on Saturday! The pick up experience itself was very good. There were no issues with paper work and the car was in great condition. No panel gap issues, or paint issues. There was one small scratch on the center console, but that gloss piano black is such a finger print magnet that I'm putting a matte or carbon fiber film on it anyway. I did not complain or point it out.
While I was still told two stories about why the first delivery did not work out, I'm going to leave it alone as Tesla certainly put the effort in and turned the experience around extremely quickly. Thanks for that.
And yes, the car is so awesome! Reading everything so far, I new I was going to love the car when I got it, but it was painful having waited so long only to be told I'd have to wait until winter when it was so close.
Nine2Five
Member
I’m not sure about my delivery advisor, I emailed her 4 days ago with a couple questions haven’t heard anything back but that is counting the weekend also so who knows, Emailed her again this morning so we will see if I get a response.
The first advisor I had did work weekends, however, the other two did not.
Maybe give it a few more days? If it comes up to later in this week, like Thursday, without a response, reply again.
Have you had a phone conversation with them?
On one hand, I didn't want to come off as nagging, but on the other, this info was necessary to make certain decisions.
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