We took delivery on a Model S last week. It was an inventory car. It had some minor cosmetic exterior issues which I did not consider show stoppers. At the time. The events since then have been pretty amazingly bad customer service. I've bought a lot of cars over the years, with both good and bad experiences, but nothing like this.
1. Went to ask the delivery desk attendant what to do, showed pics. Was told there was no one available to look at the car and to to make a service appointment with pics before leaving the lot, and to notate it as "at delivery". If that wasn't acceptable, we could refuse the car. We chose to accept delivery. The app offered us a mobile appointment a few days later. So far, so good.
2. Day before that appointment, Tesla messaged that this had to be an SC appointment, and made an appt at the Fort Worth SC several days later. That's much further for me than the Plano, SC, so I asked them to move it. They did so,adding a few more days to the lead time.
3) Day of that appointment, Tesla canceled and said "Come in Sunday 9-2 and we will look at it, no appointment needed".
4) We arrive at noon today (Sunday). There is a line of newish Teslas running the full length of the parking lot. We hoped that line was for something else, and went to find the service entrance. We waited in line at the podium for about 20 minutes, after which we were told they probably wouldn't get to everyone already in line; come back early morning next Sunday. It was clear they expected to stop at 2pm, regardless of how many cars were still in line. We objected and asked for an appointment (We have Sunday morning commitments). They initially offered appointment was 3 weeks out. We objected to that and they offered us a slot this week.
5) We spoke to someone near the end of the line. He had already been there over an hour. There were still around 50 cars ahead of him. I doubt he will get helped today.
I fully expect them to cancel that appointment again, although we did ask the attendant to put a note not to do so. I understand that we should have arrived earlier, but they gave us no indication that we needed to. They were amazingly casual and unapologetic about the whole thing--as if trained to be that way. I have to wonder if they hope we will just give up on having them look at it so they don't have to go on record refusing a fix. (If so, they may well win that battle).
1. Went to ask the delivery desk attendant what to do, showed pics. Was told there was no one available to look at the car and to to make a service appointment with pics before leaving the lot, and to notate it as "at delivery". If that wasn't acceptable, we could refuse the car. We chose to accept delivery. The app offered us a mobile appointment a few days later. So far, so good.
2. Day before that appointment, Tesla messaged that this had to be an SC appointment, and made an appt at the Fort Worth SC several days later. That's much further for me than the Plano, SC, so I asked them to move it. They did so,adding a few more days to the lead time.
3) Day of that appointment, Tesla canceled and said "Come in Sunday 9-2 and we will look at it, no appointment needed".
4) We arrive at noon today (Sunday). There is a line of newish Teslas running the full length of the parking lot. We hoped that line was for something else, and went to find the service entrance. We waited in line at the podium for about 20 minutes, after which we were told they probably wouldn't get to everyone already in line; come back early morning next Sunday. It was clear they expected to stop at 2pm, regardless of how many cars were still in line. We objected and asked for an appointment (We have Sunday morning commitments). They initially offered appointment was 3 weeks out. We objected to that and they offered us a slot this week.
5) We spoke to someone near the end of the line. He had already been there over an hour. There were still around 50 cars ahead of him. I doubt he will get helped today.
I fully expect them to cancel that appointment again, although we did ask the attendant to put a note not to do so. I understand that we should have arrived earlier, but they gave us no indication that we needed to. They were amazingly casual and unapologetic about the whole thing--as if trained to be that way. I have to wonder if they hope we will just give up on having them look at it so they don't have to go on record refusing a fix. (If so, they may well win that battle).