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Poor service from OA

Discussion in 'Model X' started by ek993, Jun 22, 2018.

  1. ek993

    ek993 Member

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    Looking for feedback on people's experience with OA's. I placed an order for a Model X on 6/7 and got the order confirmation on 6/10 and a VIN on 6/19.

    Leading up to the order my OA was very responsive replying to both emails and iMessages almost instantly. Following the order I sent an email to him on 6/11 and another this week as well as an iMessage with some questions. He hasn't replied to any of them. Thought he may have been part of the recent layoffs but just called the store and he is still working there but out on a test drive.

    I hope this isn't indicative of Tesla customer service. I am changing from a Range Rover to the Model X. Land Rover customer service is excellent and worried about what I should expect with Tesla.
     
  2. Peteybabes

    Peteybabes redneck drivin' a tesla...

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    you may just need to speak to a delivery specialist now instead of the OA?

    my OA was pretty much useless after the intial payment. i dealt with delivery guys at the service center. give them a call and see if they will help?
     
  3. GOPJEW

    GOPJEW Member

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    MY OA’s have been awesome. The DS I dealt with was less than spectacular but my Service Center folks have been great.

    I suspect it is just an individual. Like any other company...even Range Rover (where I had terrible service support when I owned mine)...it happens
     
  4. ek993

    ek993 Member

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    Ok will try the DS. Maybe that's part of the problem - its not that clear what the various roles are in the purchasing process. I thought the DS just comes into play once the car is scheduled for delivery.
     
  5. Need

    Need Active Member

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    Good luck on the DS. Our OA was so much better than our DS in answering questions. You may also want to try calling to texting instead of emailing. It seems all the Tesla folks responded much faster on phone call or txt.
     
  6. dethman

    dethman Member

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    my OA has been following through after the order and has been very responsive to any of my texts or emails. my DS on the other hand takes days to respond to emails, if he ever does at all. it's weird.
     
  7. Peteybabes

    Peteybabes redneck drivin' a tesla...

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    so i guess it's just luck of the draw who's best...

    the problem with my Tesla location is either high turnover, or employees quickly move to another role so i'm left hanging, kinda blows.
     
  8. Need

    Need Active Member

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    We may have the same DS LOL. But I think it actually makes sense. OA does test drives and answers questions. So answering questions is 50% of their job. DS's main job is to do the delivery, so answering non-delivery related questions would be put in the back burner. Also 90% of the emails to the DS probably have to do with "When do I get my car??", so they kind of just let the emails set for days... :p
     
  9. ek993

    ek993 Member

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    Sent two emails, one text and now 1 phone call - no response from any of them.
     
  10. P85_DA

    P85_DA Supporting Member

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    DS’s are more overworked than the OA ...depending on type of question you can call the main 800 # someone will always answer immed and you can get most questions answered ..if they cannot answer than they have shortcuts to call the OA direct ..when I got my first Tesla in 2013 it was white glove service all the way ..but now with more volume that is happening less...in general OA will take your money and find an inventory car or help with initial order ...beyond that finance questions , registration , production ...etc will be done by the DS
     
  11. Radonculous

    Radonculous Member

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    Ready for dissatisfaction. I didn't know this, but apparently you can compare your experience with buying another high end care with that of Tesla. You have to completely lower your expectation and standard. Consider this as a premium and not a luxury car. The salespeople are great, but beyond it meh...
     
  12. ek993

    ek993 Member

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    Actually that was one of the questions. When I placed the order he offered an inventory car that was identical to my spec with the exception of carbon fiber interior. At first I wanted to wait for my spec but after looking at online photos of the dark ash (premium white interior) I could easily live with the change. i have been trying to contact him to see if the car is still available - although given the elapsed time now I guess not.

    I have bought a lot of high end cars before (Range Rover, Porsche) and also a number of premium cars (BMW, Jaguar). I have never been ignored by the salesperson on any of my previous purchases though!

    I told the guy at the store that my OA hadn't responded to my emails and texts - he said he would get him to call as soon as he got back from the test drive. That was hours ago - I guess I am not getting that call back.
     
  13. P85_DA

    P85_DA Supporting Member

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    Don’t give up the carbon fiber :eek:...the best trim IMO( disclaimer I had all 3 Tesla’s carbon :D)
     
  14. TexasRat

    TexasRat Member

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    I gave up the CF once I saw the oak. With the cream interior, the CF would just a huge contrast. The oak is actually pretty nice. I LOVE CF, but my wife and I agreed that our color was not the combo for it.
     
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  15. lynnpt2001

    lynnpt2001 Member

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    I have purchased more than 30 cars in my lifetime, never one over 100K this is the first. I have to say the experience in the beginning of the sale was above par. Now since I places the order in April, not so much. They said it would be a June delivery so we sold the car we had...then I got a call from the DS scheduling a July delivery date. I saw on my account that the car was in transit weeks ago so I called to see if it may arrive sooner, they said yes and scheduled a June 19th delivery. I did hear anymore and on the night of the 18th the DS send me an email saying the car was still in CA and had not been shipped yet. WTF, in today's world you have a car that you can track with an app you can't tell me where it is? I order a 5.00 part on Ebay and know when it arriving. Less than 24 hours until delivery they don't know the car is not on site? And yes now my OA is not much help and virtually non-responsive at best. I am in sales and relationships with customers is how I succeed. Tesla may have the upper hand currently because of the product but if they don't maintain the high level of interaction with customers willing to part with money that would pay some mortgages they are going to suffer in the long run. It is only a matter of time that the other "dumb a**" auto makers catch up and offer competitive products with well trained and caring staff that will dig deeply into Tesla' market. Don't promise a delivery in the month of June if is isn't going to happen. Some people rely on cars as a means to survive. Then to make another promise to deliver earlier and then renege at the last minute is unacceptable. BTW the second email back from the DS had a completely different reason for not having the car here for delivery, I am at a point where I don't know what to believe and am close to cancelling. So far they have not met any of my expectations and they weren't at all unreasonable. I would think they would have offered something more than "sorry my bad"...
     
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  16. LTR2018

    LTR2018 Member

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    I hear you.
    I am, literally, paying more for this car than my house (which was bought back in 1986, to be fair).
    I get my car on Monday. 6/25. After being told by my DS after ordering that '...end of May or early June' is expected delivery. She was way off...

    OK.
    I get it. Production/delivery delayed. As I've explained to the kids..."I'm just one of Elon's pawns..." in this game of Q2 deliveries.

    I just hope and pray that the car is flawless.
    I love Tesla. The mission. The message.
    But the delivery...?
    Time Will Tell...as Tower of Power once said.
     
    • Like x 1
  17. dethman

    dethman Member

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    It's true, tesla's monopoly on high end EVs is ending, the ipace and taycan are already being looked at favorably, with many more to come. If they cannot provide a good customer experience and a reliable product they will not succeed in the long term.
     
    • Like x 1
  18. tpham07

    tpham07 Active Member

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    Except none of those vehicles have a free to use supercharger network with 10,000 chargers globally. But hey if you prefer having a city car by all means buy the Porsche.
     
    • Like x 2
  19. DCGOO

    DCGOO Member

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    I understand the frustration and I have no idea what actually happened in your case. But comparing a 6,000 LB vehicle purchase, shipped intermodal, beginning on a train in California, to anywhere in the US, where in about a third of the country is actually ILLEGAL to sell, to a $5 ebay purchase, is not exactly fair. Honestly it is amazing to me they can even think about delivering such a device anywhere for $1200. Now if you really want express delivery with tracking, I think that would involve hiring a driver, buying the car in CA, and driving it to PA. Fedex Freight might be able to help. But I am guessing the fee for that would be more than the price of the car. It actually may not be legal to air freight a car with lithium batteries on board.
    With complete and total respect.... You've got to be kidding (sorry)
     
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  20. GOPJEW

    GOPJEW Member

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    Out of curiosity - what are your questions related to?

    DS's (NOT defending them necessarily, I have had good, OK and down right UGLY service from DS's over my 3 deliveries) tend to be overwhelmed with EVERY purchaser's inquiries - please realize that they deal with all of the deliveries for an area that ALL of the OA's AND individuals who did NOT use an OA and just ordered on line - so they get overwhelmed. They also don't always have details - I know this as during my last delivery I became friendly with the regional supervisor and learned how little information they have from the factory - frankly it is kind of sad that corporate does not let you track your vehicle along the assembly line like some others do - particularly for a high-tech company like Tesla.

    OA's are great when it comes to features and how things work, but again, they have access to even less data about your order.

    Just not sure what you are hunting for, you may be just like every new, excited Tesla owner who is used to the instant gratification world we all live in - get ready to be disappointed in that, until you get your Tesla then I say good luck wiping the smile off of your face!

    Good luck.
     
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