There are so many "Nightmare" stories of Preowned purchases out there, I wanted to share mine. I feel it was nearly perfect. YES nearly, I believe Tesla needs to work on their communication skills within their preowned department or my story could have been perfect. I clicked purchased on 3/3/19 and proceeded to wait, for 5 days till I sent an e-mail to my used car sales advisor who i spoke with in January when I first started to try and find the right Tesla for us. After 3 more days, he e-mailed me after I sent customer support an e-mail asking if anyone wanted my $$$. He apologized for taking so long getting back but said he was on vacation. Seems he was the only Tesla employee who could assist me. All my documents had been already uploaded to my Tesla page, and I had accepted the trade in amount offer. I was ready to go. Our Tesla was in Las Vegas and I wanted to fly down and drive it home.
I was contacted via e-mail by a deliver adviser the next day asking me if I could upload all my information into my Tesla account. I called him, told him I followed the e-mail I received with my thank you for deposit e-mail, and did it then. I asked if he had looked at my account to see if anything was there or missing? He had not. He looked and said it was all there and thanked me. (if he had looked first, we could have had a better first contact) I told him I wanted to fly to Las Vegas and pick up the car and would like to know how long till the car would be ready to pick up. He said he would put in for the car to be transferred to the service center where they would perform the 70 point inspection and it would be ready for pick up on 3/23/19. He would ask for confirmation for the car to be shipped to the center and let me know, he assured me it would be ok to plan for my delivery.
5 Days later I called and asked if the car had been delivered to the center and was in the process of being prepared. I had purchased tickets to fly, and they were one way. One way or another Tesla was providing me a car to drive home! He said he would confirm that the car was at the center and call me back. Next day I called at 4:30pm PST, to catch him before the end of his day, he put me on hold after he pinged the GPS of the car to see where it was and said it was at the center and should be ok to fly.
3 days before I was to fly to Las Vegas, having not heard anything on the status of my delivery I called the service center's delivery department in Las Vegas. Voice mail says they will call you within 24 hours. 30 hours later, I called and asked the service manager who answered the phone, if he could tell me if my car was there, and if it would indeed be ready for delivery on Saturday at 11:00? He put me on a brief hold, then transferred me to a person who he gave me a name and a number to if we got disconnected. She answered the phone, said she was a delivery specialist and would check my cars location and status and call me right back. 3 minutes later, she DID. Car was charging right along and would definitely be ready on Saturday.
Friday we drove to Seattle to drop off our trade in at the service center, were they were friendly and helpful.
Saturday we arrived at the Las Vegas service center and they were BUSY. They were apologetic for our 30 min delay but they got the paper work done, took us out to a NEW TMS100 to do a walk around with a Sales advisor while some thing was going on with paper work. We sat in the car, ask and answered questions, knowing somethings would be different. Soon a different person took us out to our car, finally we saw our car!! WE did our walk around, check for things people mention in post to look for, rim rash, blemishes not in photos, anything we saw in photos etc. We paired our cell phones, we made sure the car was in our Tesla app account. The car was 100% charged showing 265 miles of range, couldn't get a real answer on 265 vis 294 range on my order form. Pictures were taken, GPS was set, and 2 hours after we arrived we were on our way.
Things the service center did:
New tires
Replaced the rear pano glass roof panel which had a blemish in our preview pictures
Removed the CA HOV stickers
Washed exterior and vacuumed the interior
There are some swirl patterns in the glossy paint and a deep scrap by one of the door handles, but I would give the exterior a 8 and the interior a 10 since it looks brand new.
Would I buy another Pre Owned Tesla, Yes, Would I maybe pay to have it deliver instead of driving 1559.7 miles NAAA we had a great 5 days traveling and learning about the car along the way.
I was contacted via e-mail by a deliver adviser the next day asking me if I could upload all my information into my Tesla account. I called him, told him I followed the e-mail I received with my thank you for deposit e-mail, and did it then. I asked if he had looked at my account to see if anything was there or missing? He had not. He looked and said it was all there and thanked me. (if he had looked first, we could have had a better first contact) I told him I wanted to fly to Las Vegas and pick up the car and would like to know how long till the car would be ready to pick up. He said he would put in for the car to be transferred to the service center where they would perform the 70 point inspection and it would be ready for pick up on 3/23/19. He would ask for confirmation for the car to be shipped to the center and let me know, he assured me it would be ok to plan for my delivery.
5 Days later I called and asked if the car had been delivered to the center and was in the process of being prepared. I had purchased tickets to fly, and they were one way. One way or another Tesla was providing me a car to drive home! He said he would confirm that the car was at the center and call me back. Next day I called at 4:30pm PST, to catch him before the end of his day, he put me on hold after he pinged the GPS of the car to see where it was and said it was at the center and should be ok to fly.
3 days before I was to fly to Las Vegas, having not heard anything on the status of my delivery I called the service center's delivery department in Las Vegas. Voice mail says they will call you within 24 hours. 30 hours later, I called and asked the service manager who answered the phone, if he could tell me if my car was there, and if it would indeed be ready for delivery on Saturday at 11:00? He put me on a brief hold, then transferred me to a person who he gave me a name and a number to if we got disconnected. She answered the phone, said she was a delivery specialist and would check my cars location and status and call me right back. 3 minutes later, she DID. Car was charging right along and would definitely be ready on Saturday.
Friday we drove to Seattle to drop off our trade in at the service center, were they were friendly and helpful.
Saturday we arrived at the Las Vegas service center and they were BUSY. They were apologetic for our 30 min delay but they got the paper work done, took us out to a NEW TMS100 to do a walk around with a Sales advisor while some thing was going on with paper work. We sat in the car, ask and answered questions, knowing somethings would be different. Soon a different person took us out to our car, finally we saw our car!! WE did our walk around, check for things people mention in post to look for, rim rash, blemishes not in photos, anything we saw in photos etc. We paired our cell phones, we made sure the car was in our Tesla app account. The car was 100% charged showing 265 miles of range, couldn't get a real answer on 265 vis 294 range on my order form. Pictures were taken, GPS was set, and 2 hours after we arrived we were on our way.
Things the service center did:
New tires
Replaced the rear pano glass roof panel which had a blemish in our preview pictures
Removed the CA HOV stickers
Washed exterior and vacuumed the interior
There are some swirl patterns in the glossy paint and a deep scrap by one of the door handles, but I would give the exterior a 8 and the interior a 10 since it looks brand new.
Would I buy another Pre Owned Tesla, Yes, Would I maybe pay to have it deliver instead of driving 1559.7 miles NAAA we had a great 5 days traveling and learning about the car along the way.
