For my whole story, see my original post above. Short version, original delivery scheduled for Aug. 8th (black RWD aero), got a call 6pm the night before cancelling the delivery because they found some issues with the last batch of cars.
The following day, Aug. 8th, I went to the delivery center anyway, because I wanted to get some answers face to face. The place was quiet, no deliveries at all that day. Spoke to Emma Aguilera, the Delivery Supervisor, found out that last batch of cars from Fremont had some paint issues, they were still trying to figure out how to resolve it, and all deliveries for that day and the following were cancelled. She reached out to my ISA (Giovani Marin) to have him re-match me with a newly built car, and new VIN. Next day Giovani said he'll have to wait for a new batch to be released, a few days or so, then around 4 days to ship the car to LA, prep, then deliver, so hopefully I'll have a car at some point late next week (that would around Aug. 17th). A few day later I called him again and things started to go south. The story changed to "I don't have an update, and I don't know when I'll have one", he apologized, said this is happening to a lot of people in LA, but that's all he knows. I continued to follow up every few days, each time I got the same answer, I have no update, no VIN.
Yesterday, Aug. 18th, I went to the Marina Del Rey delivery center again (on Alla Road), Emma was not in, but I spoke at length to a very friendly delivery guy named Gianni Cherry. Told him the whole story, including how upset I was that 10 days later I still don't have a new car/Vin/delivery date. As it turns out they did match me with a new car (not sure why my ISA was not aware of this), it's in Burbank, BUT they found paint drips on the rear bumper, it's going to the body shop, 7-14 days before it's ready. I must have really bad luck.
I said I was not interested in waiting that long, nor do I want a car that had to be repainted. I want a new car and I want it ASAP, and I will keep coming back in person if that's what it takes, this is no way to treat a 2 year reservation holder. I was firm, but polite, but made sure he knew I wasn't happy. He said he'll look into it, find me a car and I will definitely hear from him by 6pm that day.
It seems as deliveries are increasing there is small number of unassigned cars floating around between Freemont, their N. Cal holding lot, Burbank, and MDR, for any number of reasons (last minute cancellations due to whatever, job loss, death in family, customer decided to upgrade to AWD or Performance, after the car was built, whatever). Trick is finding one of these "unassigned cars" and matching it to me.
He did call, as promised, and said a customer was supposed to take delivery of a car with my configuration at MDR, walks in, sees a Model 3 in white, and changes his mind, now wants one of those colors. So now they are trying to reassign that car to me. I will keep you guys updated to let you know what happens.
Moral of the story, if you can't get help over the phone, with either the delivery center or your ISA, and you can make the time, go to your Delivery Center in person. Be polite, but firm, and don't leave until you have an update, along with the name, email and phone number of someone who is willing to help. I'd also recommend to maybe find another person like yourself in this forum, and maybe show up together. Strength in numbers. Let me know if I can answer any questions.
I wish for Tesla to succeed, but they need a lot of work on the customer service front, especially when things to wrong. There is no excuse for not getting any update 7-10 days after a cancelled delivery.
The following day, Aug. 8th, I went to the delivery center anyway, because I wanted to get some answers face to face. The place was quiet, no deliveries at all that day. Spoke to Emma Aguilera, the Delivery Supervisor, found out that last batch of cars from Fremont had some paint issues, they were still trying to figure out how to resolve it, and all deliveries for that day and the following were cancelled. She reached out to my ISA (Giovani Marin) to have him re-match me with a newly built car, and new VIN. Next day Giovani said he'll have to wait for a new batch to be released, a few days or so, then around 4 days to ship the car to LA, prep, then deliver, so hopefully I'll have a car at some point late next week (that would around Aug. 17th). A few day later I called him again and things started to go south. The story changed to "I don't have an update, and I don't know when I'll have one", he apologized, said this is happening to a lot of people in LA, but that's all he knows. I continued to follow up every few days, each time I got the same answer, I have no update, no VIN.
Yesterday, Aug. 18th, I went to the Marina Del Rey delivery center again (on Alla Road), Emma was not in, but I spoke at length to a very friendly delivery guy named Gianni Cherry. Told him the whole story, including how upset I was that 10 days later I still don't have a new car/Vin/delivery date. As it turns out they did match me with a new car (not sure why my ISA was not aware of this), it's in Burbank, BUT they found paint drips on the rear bumper, it's going to the body shop, 7-14 days before it's ready. I must have really bad luck.
I said I was not interested in waiting that long, nor do I want a car that had to be repainted. I want a new car and I want it ASAP, and I will keep coming back in person if that's what it takes, this is no way to treat a 2 year reservation holder. I was firm, but polite, but made sure he knew I wasn't happy. He said he'll look into it, find me a car and I will definitely hear from him by 6pm that day.
It seems as deliveries are increasing there is small number of unassigned cars floating around between Freemont, their N. Cal holding lot, Burbank, and MDR, for any number of reasons (last minute cancellations due to whatever, job loss, death in family, customer decided to upgrade to AWD or Performance, after the car was built, whatever). Trick is finding one of these "unassigned cars" and matching it to me.
He did call, as promised, and said a customer was supposed to take delivery of a car with my configuration at MDR, walks in, sees a Model 3 in white, and changes his mind, now wants one of those colors. So now they are trying to reassign that car to me. I will keep you guys updated to let you know what happens.
Moral of the story, if you can't get help over the phone, with either the delivery center or your ISA, and you can make the time, go to your Delivery Center in person. Be polite, but firm, and don't leave until you have an update, along with the name, email and phone number of someone who is willing to help. I'd also recommend to maybe find another person like yourself in this forum, and maybe show up together. Strength in numbers. Let me know if I can answer any questions.
I wish for Tesla to succeed, but they need a lot of work on the customer service front, especially when things to wrong. There is no excuse for not getting any update 7-10 days after a cancelled delivery.
