We want to preface this by saying we are really behind this company and the ethos it is cultivating however our experience thus far has been nothing but frustrating and disappointing. I am hopeful these ordering and delivery woes will be ironed out by the end of next year.
We ordered a midnight grey Dual Motor AWD Performance, without the $5,000 upgrade package and had an appointment to take delivery this weekend (10/13) at the Rocklin, CA center. First of all the buildup to the delivery process was very frustrating as I had no less than 6 or 7 delivery coordinators either emailing or texting me in the weeks leading up to it to coordinate a date - unfortunately none of them seemed to be communicating with each other and knew nothing of my conversations the other coordinators. This could have been ignored since we had a set appointment except for the fact that despite my attempts at calling, texting and emailing every single coordinator that reached out to me, no one would return my messages and we didn't have a finalized purchase agreement with our financing information (two days prior to our delivery appointment). I called the Tesla main line and the operator said I'll leave a message with the delivery coordinator working on your account and then named someone who was definitely not one of the 6 or 7 people I had already spoken with. Long story short, in desperation, I contacted our original owner advisor in the showroom who took us on a test drive and he helped get the ball rolling at the 11th hour.
We showed up to the Rocklin center at our scheduled appointment time, completed our paperwork and were escorted our to our car. We matched the Vin to our purchase agreement and proceeded to go over our delivery checklist. We found a few minor clearcoat flaws here and there, oily finger print smudges on the light colored fabric above the drivers side, some left over sticky residue from stickers, trunk light burned out and one major flaw, which was that the roof and rear glass was misaligned. As we were going over the car we wondered how we would actually know that the car was the performance model since the cars aren't badged. Our phone app only said Dual Motor All Wheel Drive as did the display on the dash screen. We asked the delivery coordinator and he wasn't quite sure but said he'd look into it. It was then we noticed that the Monroney Sticker didn't match our order. It noted a Dual Motor All Wheel Drive (non-performance) with the Auto-Pilot option, something we didn't purchase. The pricing on the sticker also didn't match our order, but the VIN was the one assigned to us. We thought surely, this was a mix up and they brought us to the wrong car.
The delivery coordinator returned and confirmed we were right, this car wasn't the one we ordered and explained there had been some glitches with the VIN matching service. He was scrambling to see if there was an unmatched car on the lot that they could assign to us so we could leave with a car that day. He recommended we go eat some lunch and come back in a little while while they looked into it. When we returned from lunch the delivery coordinator said he had great news for us. The car we were given was in fact our car, the performance model, but that it's firmware hadn't been updated. He stated that they updated a few things in the system and we were ready to go. We were absolutely not convinced of this and it seemed pretty shady that the car was originally listed as a non-performance with other add on options and now was all of the sudden the performance model we ordered. My husband noted that the performance vehicles front motor and some hardware components were different than the non-performance vehicles and that performance rear motors have a higher selection standard per Elon's tweets. We explained that we didn't feel comfortable taking this car, as there's no real way to look at the engines and in fact no way at all to confirm that we were getting the $10,000 performance upgrade. The delivery coordinator said, you'll know when you drive it. At this point we felt like they were just trying to get this car off the lot. Spending this much money on a car, we want to feel 100% about it and this experience was botched from the get go. We rejected the delivery and asked to be assigned another VIN. They said we'd have to be put back in the queue but we requested they find us another car asap and try to have it delivered to our home since we wasted 8 hours of a Saturday with this. We'll see how this is resolved.
Anyone else with a similar experience?
We ordered a midnight grey Dual Motor AWD Performance, without the $5,000 upgrade package and had an appointment to take delivery this weekend (10/13) at the Rocklin, CA center. First of all the buildup to the delivery process was very frustrating as I had no less than 6 or 7 delivery coordinators either emailing or texting me in the weeks leading up to it to coordinate a date - unfortunately none of them seemed to be communicating with each other and knew nothing of my conversations the other coordinators. This could have been ignored since we had a set appointment except for the fact that despite my attempts at calling, texting and emailing every single coordinator that reached out to me, no one would return my messages and we didn't have a finalized purchase agreement with our financing information (two days prior to our delivery appointment). I called the Tesla main line and the operator said I'll leave a message with the delivery coordinator working on your account and then named someone who was definitely not one of the 6 or 7 people I had already spoken with. Long story short, in desperation, I contacted our original owner advisor in the showroom who took us on a test drive and he helped get the ball rolling at the 11th hour.
We showed up to the Rocklin center at our scheduled appointment time, completed our paperwork and were escorted our to our car. We matched the Vin to our purchase agreement and proceeded to go over our delivery checklist. We found a few minor clearcoat flaws here and there, oily finger print smudges on the light colored fabric above the drivers side, some left over sticky residue from stickers, trunk light burned out and one major flaw, which was that the roof and rear glass was misaligned. As we were going over the car we wondered how we would actually know that the car was the performance model since the cars aren't badged. Our phone app only said Dual Motor All Wheel Drive as did the display on the dash screen. We asked the delivery coordinator and he wasn't quite sure but said he'd look into it. It was then we noticed that the Monroney Sticker didn't match our order. It noted a Dual Motor All Wheel Drive (non-performance) with the Auto-Pilot option, something we didn't purchase. The pricing on the sticker also didn't match our order, but the VIN was the one assigned to us. We thought surely, this was a mix up and they brought us to the wrong car.
The delivery coordinator returned and confirmed we were right, this car wasn't the one we ordered and explained there had been some glitches with the VIN matching service. He was scrambling to see if there was an unmatched car on the lot that they could assign to us so we could leave with a car that day. He recommended we go eat some lunch and come back in a little while while they looked into it. When we returned from lunch the delivery coordinator said he had great news for us. The car we were given was in fact our car, the performance model, but that it's firmware hadn't been updated. He stated that they updated a few things in the system and we were ready to go. We were absolutely not convinced of this and it seemed pretty shady that the car was originally listed as a non-performance with other add on options and now was all of the sudden the performance model we ordered. My husband noted that the performance vehicles front motor and some hardware components were different than the non-performance vehicles and that performance rear motors have a higher selection standard per Elon's tweets. We explained that we didn't feel comfortable taking this car, as there's no real way to look at the engines and in fact no way at all to confirm that we were getting the $10,000 performance upgrade. The delivery coordinator said, you'll know when you drive it. At this point we felt like they were just trying to get this car off the lot. Spending this much money on a car, we want to feel 100% about it and this experience was botched from the get go. We rejected the delivery and asked to be assigned another VIN. They said we'd have to be put back in the queue but we requested they find us another car asap and try to have it delivered to our home since we wasted 8 hours of a Saturday with this. We'll see how this is resolved.
Anyone else with a similar experience?
