I should start by saying that I have been a delighted and completely satisfied customer for 5 1/2 years with my Model S. My wife recently got a Model X which we both love. I have referred two other people (a friend at work and a family member) and between them they now drive 3 Teslas. And in all the time I have been a Tesla owner, I have been very happy with Tesla customer service, Tesla cars and my overall Tesla experience.
There is on exception - and I am struggling to get this fixed.
Back in May 2019 we ordered my wife's Model X. I was trying to give myself a referral bonus as a current owner of a Model S. At this point I messed up! I could not find a place to put in my referral information so asked my sales adviser and he pointed out I was supposed to order using my link. I had placed the order already without using the link. My mistake, of course.
I spoke to my sales rep and I suggested cancelling my order and reentering it to get the referral bonus (1000 miles plus entry into drawings for a Roadster or Model Y). He advised against this and said that he could get corporate to fix it for me. When I took delivery in mid-June, I asked again repeatedly and was told it would show up in the next couple of days. For many weeks I have texted him back and forwards, he escalated the issue to supervisors. Eventually I called support in mid-July and found a person who said she could help - she could see the communications in the system I had had with Tesla and assured me the referral award would show up in a day or two. It never happened. I do not have my 1000 miles free supercharging and I do not have an entry into the drawings that are part of this offer.
It is almost impossible to find a person to talk to for help (other than new sales), so I sent in my request for help using the online help channel. So far no answer.
I remain delighted in my cars and the customer service overall. But I am very disappointed in two things - the lack of responsiveness on this issue and the inability to actually talk to people who can help.
There is on exception - and I am struggling to get this fixed.
Back in May 2019 we ordered my wife's Model X. I was trying to give myself a referral bonus as a current owner of a Model S. At this point I messed up! I could not find a place to put in my referral information so asked my sales adviser and he pointed out I was supposed to order using my link. I had placed the order already without using the link. My mistake, of course.
I spoke to my sales rep and I suggested cancelling my order and reentering it to get the referral bonus (1000 miles plus entry into drawings for a Roadster or Model Y). He advised against this and said that he could get corporate to fix it for me. When I took delivery in mid-June, I asked again repeatedly and was told it would show up in the next couple of days. For many weeks I have texted him back and forwards, he escalated the issue to supervisors. Eventually I called support in mid-July and found a person who said she could help - she could see the communications in the system I had had with Tesla and assured me the referral award would show up in a day or two. It never happened. I do not have my 1000 miles free supercharging and I do not have an entry into the drawings that are part of this offer.
It is almost impossible to find a person to talk to for help (other than new sales), so I sent in my request for help using the online help channel. So far no answer.
I remain delighted in my cars and the customer service overall. But I am very disappointed in two things - the lack of responsiveness on this issue and the inability to actually talk to people who can help.
