We were on schedule to pick up our Model 3 from the Raleigh delivery center at 1pm on Sat. Took a couple of minutes to get checked in, as this place is tiny and they were hopping with test drives. Start going through the paperwork, and I mentioned that it had already been e-mailed to us by Leigh, the delivery coordinator. And... that's when we discovered that Leigh is the coordinator for the Charlotte location - despite her signature line in her email referencing the Raleigh location. Turns out, that despite every communication that we'd received from our ISA and on our account that pick up was in Raleigh, their logistics system (Salesforce) showed Charlotte. So while we were showing up on that day's appointment list, NO ONE matched up the deliveries to the actual cars on site.
This particular weekend was the only time that worked within our schedule once we were given a delivery window, as we were sandwiched between work trips and a week long vacation we scheduled long ago. My husband had some time on Wed and called the Raleigh location in an attempt to confirm that the car was on-site/en route and that it checked out ok. He called off and on all afternoon, but no one picked up the phone. He left messages each time as well. No response, so we (wrongly) assumed everything was ok. I emailed a question to Leigh and referenced picking up the car in Raleigh. She answered my question, but didn't catch the Raleigh reference to let us know our car was not at that location.
There was a lot of scrambling by the Tesla employees, but no one was willing to offer up any suggestions. The first guy told us that it "looked like we wasted a trip". After driving 3 hours and having NO indication that the car was in another location, I politely but firmly informed him that we would be finding a solution that afternoon. (H was... less polite, but he knew he was hot - and disappointed! - and walked outside). I gave the rep 3 options that came to mind 1) get the car to Raleigh by Sun on a transport truck, 2) That I would sign whatever to have a Tesla employee drive my car to Raleigh or 3) home delivery. Next the temporary delivery manager from OH came out (apparently Raleigh doesn't have one?? as the OH guy mentioned he was flying out and a DM from MD was coming in next). I explained that we were not willing to drive to Charlotte that day, as it was an additional 3 hours (and then another 3 hours home - we are equi-distant from both locations) and we were in town to visit family as well. He was willing to work with me on all 3 of the options I laid out. No trucks were heading from CLT to Raleigh Sat or Sun, so that option was out. He looked and while other locations HAVE let a Tesla employee move vehicles between locations, there was a limit of 1.5hrs away. So... no dice there. We are now working through getting a home delivery set up once we get back from our trip. Once we left, my husband thought about asking if they'd comp a combo of gas/meal/hotel to drive to CLT that afternoon (as we would've needed to stay overnight), but I have no idea if they would have done so.
I threw out a couple of suggestions to the Raleigh office (Leigh putting that she's the CLT coordinator in her email signature, verifying that the next day's deliveries are indeed on-site, actually answering phones...) so we'll see if anything changes. In hindsight my husband should have tried calling again on Friday, but he was wiped and didn't think about it. I was stuck in an all-day meeting, and couldn't call myself. Had we known the car was in CLT before we left, it would have been a minor annoyance, but no harm no foul, and we'd have our car now. Our next plan of action is to get up with the manager in CLT and with Leigh, and make sure that they were informed of the delivery change. I will also email Dana (our ISA) to let her know what all went on, as the Raleigh location was throwing her under the bus big time. The key for us is finding the communication breakdown and getting it fixed, so that other new Tesla owners can have a great experience.
We're still excited about the car, and can't wait for it to arrive at the house! I just wanted to caution anyone that takes delivery out of Raleigh to call until you can confirm your car is truly on-site, or risk having to come back again (or drive the 3hr to CLT).
This particular weekend was the only time that worked within our schedule once we were given a delivery window, as we were sandwiched between work trips and a week long vacation we scheduled long ago. My husband had some time on Wed and called the Raleigh location in an attempt to confirm that the car was on-site/en route and that it checked out ok. He called off and on all afternoon, but no one picked up the phone. He left messages each time as well. No response, so we (wrongly) assumed everything was ok. I emailed a question to Leigh and referenced picking up the car in Raleigh. She answered my question, but didn't catch the Raleigh reference to let us know our car was not at that location.
There was a lot of scrambling by the Tesla employees, but no one was willing to offer up any suggestions. The first guy told us that it "looked like we wasted a trip". After driving 3 hours and having NO indication that the car was in another location, I politely but firmly informed him that we would be finding a solution that afternoon. (H was... less polite, but he knew he was hot - and disappointed! - and walked outside). I gave the rep 3 options that came to mind 1) get the car to Raleigh by Sun on a transport truck, 2) That I would sign whatever to have a Tesla employee drive my car to Raleigh or 3) home delivery. Next the temporary delivery manager from OH came out (apparently Raleigh doesn't have one?? as the OH guy mentioned he was flying out and a DM from MD was coming in next). I explained that we were not willing to drive to Charlotte that day, as it was an additional 3 hours (and then another 3 hours home - we are equi-distant from both locations) and we were in town to visit family as well. He was willing to work with me on all 3 of the options I laid out. No trucks were heading from CLT to Raleigh Sat or Sun, so that option was out. He looked and while other locations HAVE let a Tesla employee move vehicles between locations, there was a limit of 1.5hrs away. So... no dice there. We are now working through getting a home delivery set up once we get back from our trip. Once we left, my husband thought about asking if they'd comp a combo of gas/meal/hotel to drive to CLT that afternoon (as we would've needed to stay overnight), but I have no idea if they would have done so.
I threw out a couple of suggestions to the Raleigh office (Leigh putting that she's the CLT coordinator in her email signature, verifying that the next day's deliveries are indeed on-site, actually answering phones...) so we'll see if anything changes. In hindsight my husband should have tried calling again on Friday, but he was wiped and didn't think about it. I was stuck in an all-day meeting, and couldn't call myself. Had we known the car was in CLT before we left, it would have been a minor annoyance, but no harm no foul, and we'd have our car now. Our next plan of action is to get up with the manager in CLT and with Leigh, and make sure that they were informed of the delivery change. I will also email Dana (our ISA) to let her know what all went on, as the Raleigh location was throwing her under the bus big time. The key for us is finding the communication breakdown and getting it fixed, so that other new Tesla owners can have a great experience.
We're still excited about the car, and can't wait for it to arrive at the house! I just wanted to caution anyone that takes delivery out of Raleigh to call until you can confirm your car is truly on-site, or risk having to come back again (or drive the 3hr to CLT).
