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Rejected delivery, now what?

bjori

Member
May 10, 2018
30
32
Palo Alto
TLDR:
10days ago (June 3rd) we rejected delivery of our Model X (upgrade from Model 3 reservation).
Yesterday I got snailmail from Wells Fargo (the Tesla lender) along with a courtesy call, with my loan account details and notification the first payment is due mid-July.

Is that normal practice? I have no date for new delivery.


Full details:

We order the model X May 7th, when our Model3 reservation was probably getting vin assigned (line waiter, Palo Alto, CA). We decided to upgrade since our 3rd child is on the way.
The delivery was set mid June. We notified the sales guy about our upcoming camping trip, anniversary, birthday, and our lease ending.
We go on vacation for couple weeks (Hong Kong&China) and get a mail from Tesla that they found an inventory match for our order -- and it could be ready whenever we come and pick it up!
I want the car ASAP of course! We setup delivery same day we arrive back. Its nontrivial to apply for loans in such a wildly different timezones, so after I eventually go for the easy way out and accept the Tesla lender.

Sunday June 3rd we had an appointment at 2pm for pickup in Fremont. We just landed from Hong Kong that morning and customs took longer the usual so I mail my delivery advisor to ask if 3pm would be ok so we have sufficient time to get home, drop of the luggage, and give the kids a bite or two before heading out again. "Yes, come in at 3 PM. I will let them know." the delivery advisor replies with. Awesome \o/
I had done the ACH on June 1st to ensure everything from our end was smooth.

We show up 10-15minutes before 3pm, ready for best day ever. Our daughter singing about getting a Tesla and there is no gasoline smell. The checkin guy checks us in and asks us (me, my wife, our 4year old and 1year old) to have a seat (on these stylish, and uncomfortable couch). We stand for a while since we've been sitting for 13hours. There is a poster there with wifi details and suggesting you setup the app, which I do.

Half an hour later we've seen several cars being delivered, although no representatives had walked to our area, and the checkin guy hadn't said a word - running to the backroom couple of times.
There is another couple in the area with us, clearly getting angry and the guy finally standsup and confronts the checkin guy wtf was going on. Just sitting there for 45minutes without being offered water or any updates on what is happening.
The checkin guy makes some excuses and asks him to sit down again "its almost your turn".
A guy emerges from the backroom and gets the other couple and is surprised noone had come and talk to him or offered water.

We continue waiting. We've been there now for 45minutes and our older daughter needs to go to the bathroom. My wife asks the checkin guy, who points her to the backroom. 15 minutes later she comes back very confused looking and tells me there is a great lounge there in the back, with water, coffee, juice for the kids and even a play room. "Its not just for staff, there are bunch of customers there too!".
I look at her a bit confused but decide to check it out. Its true! Whaat. Ok. Thats more what I had expected!

After an hour wait. I get myself caffeinated and the kids run around playing. It has been now over 90minutes and I mail the delivery advisor
"Sooo... been here for an hour and a half now. With two kids getting crankier by the minute. Are we still doing this ? "
I didn't get any reply but maybe 10minutes later couple of people walk to us and say they've taken the car to prepare it, and suggest we do the paperwork.

We sign all the paperwork, loan and all. We asked if we can't at least see the car before we sign the "we have taken delivery of the car" paperwork, but that wasn't possible. "Besides, I won't date this for you, and you haven't actually taken delivery of the car until you drive it off the lot" she replies. We joke about driving circles around the lot and sleeping in the car for days before taking the actual delivery. It was all very weird though, but they claimed this was normal procedure. There was the other guy clearly shadowing the procedures before taking us out for his first solo delivery with the car.

The car had been taken outside from the delivery hall, and I was a bit disappointing because I wanted a family picture in the crazy light, standalone with the car, not next to some junky car inches away. We walk around the car, its probably 5pm at this point. I can't see a thing from the glare. The guy tries to tell me about the charging, not finding his words or knowing what the adapters are called or anything. The falcon wings don't open up fully so I have to bend under them to load the kids. The delivery guy has no idea why or how to fix it. I spot some weirdness in the back, the finishing at the back of the seats and the trunk looks like kids had worked on it. Tears and open seams, the fabric even to short in some places, and way to long in others. There also appear to be some scratches around the bumper but its difficult to see in the glare. The inside was a bit "used looking", not well detailed.
My wife starts looking around a bit more and sees all these minor issues all over, and then the big one -- at the bottom of the passenger doors, where the car is "stamped" together, there is a huge rift as if the Hulk was pulling the car apart. Also a hole there in the middle of the welding, along with huge color disfiguration.

Some technician came out trying to fix the falcon wings and then took the car somewhere. We went inside and the head of delivery, or something along that line, came to say all these things are normal and no $100,000 car is perfect and its probably the best we can expect...

After a bit back and forth we rejected the delivery and left. The day later the delivery specialist called me, and started a pissing contest about quality with my wife on the phone, and eventually hung up on my wife.
Few hours later my original sales guy called and we went back to the showroom to talk, and he setup a new reservation for us, along with setting us up with a loaner car for last weekend (we had 2night camping trip planned). Epic drive btw. Otherworldly.

That reservation hasn't moved yet (still claims waiting on reservation payment), and the previous car is still associated with my account. And I haven't actually heard anything for over a week now. And nothing at all from the delivery people since the blowout. The sales guy estimated delivery sometimes in July, and since the lease of our current car is expiring June 20th, he said he'd try to get us a loaner until our car is ready.. although I haven't heard more on that.

Then Wells Fargo calls me yesterday telling me the account details and when first payment is due.. Uhh.. Sooo.. Tesla sent in the paperwork without us actually ever getting a car? o_O

Is this all normal? Anyone rejected a car before and can share their story and how it worked out for them?
 

jtdiddy

Member
Mar 31, 2016
298
208
Irvine CA
sorry for your poor experience. it seems it really ranges depending on your delivery specialist.

my delivery experience was ok. not great, not bad, just ok. our delivery specialist was a guy that seemed half sedated the whole time and the most boring, monotone guy i've ever met. he kind of dulled the experience for us unfortunately.

luckily, the X was the main show and i was so giddy just to finally play with my car and see it for the first time. driving it off the lot was an amazing feeling though
 
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bjori

Member
May 10, 2018
30
32
Palo Alto
Got a call from Tesla today. They said the paperwork was accidentally processed and were working on a resolution with Wells Fargo.
They also hadn't realized my down payment and all documents hadn't been ported over to the new reservation number so will be working on that also.
 
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bob_p

Active Member
Apr 5, 2012
3,691
2,802
We have a Model X that should be delivered next week.

Tesla recently changed the policy (again), and now requires the car payment to be made and the paperwork signed before it can be shipped to Texas. So we did that yesterday, including signing the paperwork to trade in our 2012 S P85 for the new X.

Our X is still at the factory. Yesterday afternoon, our S P85 disappeared off our Tesla Account page and also from our smartphone - even though we still have the car and haven't yet traded it in.

Clearly this is a process failure - and I reported the problem so that Tesla can address this for future purchases - and ensure we don't have any problems using the S P85 for the next week, until we get our X.
 

brkaus

Well-Known Member
Jul 8, 2014
7,742
6,275
Austin, TX
Tesla recently changed the policy (again), and now requires the car payment to be made and the paperwork signed before it can be shipped to Texas. So we did that yesterday, including signing the paperwork to trade in our 2012 S P85 for the new X.
This is Texas enforcing the Texas laws. Tesla was sneaking by in the past.

We need to get the Texas laws changed.
 

TexasRat

Member
Jun 5, 2018
599
651
Austin, TX
This is Texas enforcing the Texas laws. Tesla was sneaking by in the past.

We need to get the Texas laws changed.
No kidding. I can't believe how awful it is right now. you have to jump through so many hoops. Do the auto manufacturers/dealerships really hate Tesla that much? It just hurts everyone. I'm dreading the process that I'll have to go through in a month or so
 

brkaus

Well-Known Member
Jul 8, 2014
7,742
6,275
Austin, TX
No kidding. I can't believe how awful it is right now. you have to jump through so many hoops. Do the auto manufacturers/dealerships really hate Tesla that much? It just hurts everyone. I'm dreading the process that I'll have to go through in a month or so
I think they just love themselves so much. Business is cut-throat.

Last go around they marched out charities they donated to as proof of good character.
 

MXZoomZoom

Member
Aug 21, 2017
45
41
Palo Alto
Yeah the mistake I made was signing before viewing in Fremont. Don't sign a THING until you inspect the car. They will pull that sh!t knowing the car has issues because of the immense pressure the company is under.

Mission-E and Crozz ID can't get here fast enough.
 

TexasRat

Member
Jun 5, 2018
599
651
Austin, TX
I think they just love themselves so much. Business is cut-throat.

Last go around they marched out charities they donated to as proof of good character.
The worst thing now is that delivery specialists cannot work in the state. I'm on my 2nd DS and they're remote. I don't know who I'm going to interact with to do my actual pickup, seems pretty lame!
 
B

banned-66611

Guest
Wonder what will happen to the junker? Will they repair it and throw it back into inventory, or just throw it back in and hope the next sucker takes it, or use it as a loaner and then CPO it..?
 

bob_p

Active Member
Apr 5, 2012
3,691
2,802
When I asked our DS about the requirement for pre-payment, she thought it was due to a Tesla policy - not a Texas policy - something to do about customers taking out loans and not being ready to accept delivery.

While there are a few inconveniences in purchasing a Tesla in Texas - this will be our 3rd Tesla we've bought - and it really isn't a big deal.

If anything, forcing Tesla to jump through a few extra hoops to sell cars in Texas further demonstrates how little value dealerships are providing for new car sales!

Of course, we will have anxiety about paying for the car before we've had an opportunity to inspect it - and if there is a problem preventing us from accepting delivery - what it's going to take to get us what we've already paid for - a "new" Tesla, without any major problems.
 

mattack4000

Active Member
Oct 1, 2017
2,393
933
CA
Maybe I got lucky. I had an appointment at 6pm on a Friday night in Fremont, place was empty except for two cars. Perhaps that’s a good time?
 

TexasRat

Member
Jun 5, 2018
599
651
Austin, TX
When I asked our DS about the requirement for pre-payment, she thought it was due to a Tesla policy - not a Texas policy - something to do about customers taking out loans and not being ready to accept delivery.

While there are a few inconveniences in purchasing a Tesla in Texas - this will be our 3rd Tesla we've bought - and it really isn't a big deal.

If anything, forcing Tesla to jump through a few extra hoops to sell cars in Texas further demonstrates how little value dealerships are providing for new car sales!

Of course, we will have anxiety about paying for the car before we've had an opportunity to inspect it - and if there is a problem preventing us from accepting delivery - what it's going to take to get us what we've already paid for - a "new" Tesla, without any major problems.
I got a new DS yesterday and she called me already, which was amazing because I never heard from my old one despite multiple emails (he no longer works there).

One thing she told me about this concern is that if I reject delivery, Tesla credits your account w/ the money or cancels the loan if there was one. Then if you roll over your money into a new tesla same day, you will also roll over your deposit to the new RN number for your new vehicle. Sounded like a pretty safe bet, so I feel better after talking to my new DS about this.
 

bob_p

Active Member
Apr 5, 2012
3,691
2,802
Our X has been sitting at the factory waiting for transport to Texas since Monday - now on our 4th day of waiting.

We're trading in our 2012 S P85 - and they've already removed that car from our Tesla Account and from our smartphone app, even though we still own that car - and with the delays in transport, we may have to keep using it for another week or two...
 

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