Returning Model X with in 7 Days of Delivery

[glusc2002]

Has anyone gone through the process of returning their Tesla with in the 7 days. I took delivery 3 days ago but considering returning due to about 15 due bill paint issues on the day of delivery and I'm worried that from past experience with their partnered body shop on my Model 3, they wont do a satisfactory job, at least on the 1st try. What is the process an how long did it take for you to get your new Tesla, and was that in better condition that the previous. Also if you had a loan from a 3rd party lender, how did a return effect that. What should I be expecting best and worst case scenario? Thanks guys!

 

[glusc2002]

Here's a link to pictures of the Model X issues I found on delivery day and then another link to Model 3 Issues post delivery. The Model 3 went in for trunk alignment and came back with chip in the corner paint when they took the trunk off and likely placed it on the ground with sharp corners down, causing the chip in paint. The repair came back worse with bubbles and rough edges. Additionally some photos of the passenger interior where water leaked in from the bottom soaking up the floor mat and creating beads of water on the carpet and condensation under the floor mat protector. It's possible that the rubber seal channel was compromised during manufacturing process. Lastly after service appointment, note the condition of the interior upon pickup.

Model X 2019 Delivery Day Issues

Model 3 Post Delivery Issues

 

[Tourman]

I wouldn't touch alignment on the FWDs. They tend to make it worse. Dings you might be able to get Tesla to fix, but I'd just take the car to the detailer instead.

You are not going to get a better paint or condition on any other manufacturer. They all have paint issues.

 

[In2oil]

I returned my model 3 within the 7days, on June 24 2019. Tomorrow, it has been exactly 8 weeks an no signs of any refunds and or communication with Tesla USA. I re ordered a new Tesla 5 weeks in after relinquishing my defective Model 3 performance. Tesla here in my city called me to inform me that my new Tesla would be ready to be picked up. Very excited, went and looked at the car, I was pleasantly surprise of the improved fit and finish yet couldn’t get over the poor paint job. There is a huge amount of orange peel and the side of the car. So much so, yiu can’t even see a clear reflection, it’s so bad. While at Tesla service center, I asked for more clarification of when I would be getting my money back. Instead of the 4-8 weeks, the lady at Tesla tells me it will be more like 8 to 12 weeks. I paid cash for model 3 performance, there is no way I will give Tesla another 80k for the same car again. After looking at the paperwork for the return, I have no garantie that Tesla will refund my full amount. Tesla has some serious customer service issues.

here is a copy of the email communication I received from the delivery specialist. Read the last sentence. It’s crazy that a premium car company tells you to accept a 80k car with defect like orange peel.

btw, Even the employee at Tesla won’t get any calls back from Tesla about my refund. I am worried.

—————

Hi Jacques,

Thanks for your email.

If you wish to wait until the funds have returned to you, I will ensure you do not receive a car until after this date. Once the funds are returned, we can then begin finding a match for you. I will un-match you from your current VIN 407206.

I don't know what more evidence I can provide to you stating that your car finished production in August 2019. This tracker is very off and does not align with our internal records. I would refrain from using it moving forward.

Any orange peal present on future cars will not be re-worked, as this is common on most of our vehicles.

Still waiting to hear back from the US team.

Best,

 

[testarossa]

I wouldn't touch alignment on the FWDs. They tend to make it worse. Dings you might be able to get Tesla to fix, but I'd just take the car to the detailer instead.

You are not going to get a better paint or condition on any other manufacturer. They all have paint issues.

Seriously? Any "luxury" car manufacturer other than Tesla would be bankrupt if it sold cars with these kind of consistent paint issues throughout their line up. Most of us tend to turn a blind eye to these problems because we're buying an "idea" rather than a $100k luxury car.

 

[glusc2002]

View attachment 443417 I returned my model 3 within the 7days, on June 24 2019. Tomorrow, it has been exactly 8 weeks an no signs of any refunds and or communication with Tesla USA. I re ordered a new Tesla 5 weeks in after relinquishing my defective Model 3 performance. Tesla here in my city called me to inform me that my new Tesla would be ready to be picked up. Very excited, went and looked at the car, I was pleasantly surprise of the improved fit and finish yet couldn’t get over the poor paint job. There is a huge amount of orange peel and the side of the car. So much so, yiu can’t even see a clear reflection, it’s so bad. While at Tesla service center, I asked for more clarification of when I would be getting my money back. Instead of the 4-8 weeks, the lady at Tesla tells me it will be more like 8 to 12 weeks. I paid cash for model 3 performance, there is no way I will give Tesla another 80k for the same car again. After looking at the paperwork for the return, I have no garantie that Tesla will refund my full amount. Tesla has some serious customer service issues.

here is a copy of the email communication I received from the delivery specialist. Read the last sentence. It’s crazy that a premium car company tells you to accept a 80k car with defect like orange peel.

btw, Even the employee at Tesla won’t get any calls back from Tesla about my refund. I am worried.

—————

Hi Jacques,

Thanks for your email.

If you wish to wait until the funds have returned to you, I will ensure you do not receive a car until after this date. Once the funds are returned, we can then begin finding a match for you. I will un-match you from your current VIN 407206.

I don't know what more evidence I can provide to you stating that your car finished production in August 2019. This tracker is very off and does not align with our internal records. I would refrain from using it moving forward.

Any orange peal present on future cars will not be re-worked, as this is common on most of our vehicles.

Still waiting to hear back from the US team.

Best,

Wow! that is just crazy nonsense! what a crap experience. just terrible.

 

[Tourman]

Seriously? Any "luxury" car manufacturer other than Tesla would be bankrupt if it sold cars with these kind of consistent paint issues throughout their line up. Most of us tend to turn a blind eye to these problems because we're buying an "idea" rather than a $100k luxury car.

Not sure I'd consider these Luxury just due to price. More than half of the cost is the battery itself. Anyway I'll give you that and call it a Luxury vehicle.

Find me a manufacturer of 100K vehicles that comes with immaculate and thick paint jobs, and won't need paint correction or detailing after taking delivery. Maybe if you bought a million dollar Rolls Royce Phantom, but otherwise good luck.

The fact that you had the same complaint about the Model 3 - a car that's roughly half the price, tells me your standards are just too high.

If it's a really bad eyesore, sure complain to Tesla and see if they can touch it up, but it already sounds like they are trying everything in their power. At least you didn't have to deal with delivery hell last year, which is more of a customer service issue than the alignment or paint job issues.

Now the last point is FWD alignment - I've read reports of people trying to address those, and having it become worse than original. I've heard the same report from mobile service techs, so proceed carefully.

 

[In2oil]

Wow! that is just crazy nonsense! what a crap experience. just terrible.

I am still waiting.. 9 weeks and counting. I am getting the run around.

 

[MP3Mike]

What is the process an how long did it take for you to get your new Tesla, and was that in better condition that the previous. Also if you had a loan from a 3rd party lender, how did a return effect that. What should I be expecting best and worst case scenario? Thanks guys!

The process is you return the car. You will get your money back in 1-2 months. You can order a replacement car anytime you can pay for it.

The reason for that is almost no lenders will allow you to change the collateral on a loan, so you have to pay off the loan when you return the car and get a new loan on the replacement.

I have seen one person that refused to accept delivery on 4 cars because of essentially the same issue(s) on all of them at which point Tesla told him that he had to take the 4th one or not get a Tesla. (That they wouldn't bring a 5th one for him to review.)

 

[ebrown7b]

Tesla recently changed their return policy. You are not allowed to re-order the same trim level of the vehicle in the next 12 months (trim == LR / Performance).

From: Return Policy

"If you decide to order another vehicle, you may not order the same trim for a period of 12 months but may order another vehicle in a different trim at any time."

 

[bewilderman]

The process is you return the car. You will get your money back in 1-2 months. You can order a replacement car anytime you can pay for it.

The reason for that is almost no lenders will allow you to change the collateral on a loan, so you have to pay off the loan when you return the car and get a new loan on the replacement.

I have seen one person that refused to accept delivery on 4 cars because of essentially the same issue(s) on all of them at which point Tesla told him that he had to take the 4th one or not get a Tesla. (That they wouldn't bring a 5th one for him to review.)

How about the monthly payment from the time you return the car until they refund the money? Especially if you have taken a 3rd party loan? Does Tesla pay it while they sit on our money and we take public transport to work?

 

[MXWing]

Tesla recently changed their return policy. You are not allowed to re-order the same trim level of the vehicle in the next 12 months (trim == LR / Performance).

From: Return Policy

"If you decide to order another vehicle, you may not order the same trim for a period of 12 months but may order another vehicle in a different trim at any time."

3P to 3SR would not be productive for margins if buyers were forced to do that?

 

[MP3Mike]

How about the monthly payment from the time you return the car until they refund the money? Especially if you have taken a 3rd party loan? Does Tesla pay it while they sit on our money and we take public transport to work?

I haven't heard, but I would assume that you have to continue to make payments, and then your lender would have to refund you the "overpayment" once they got payed off. (Unless Tesla coordinates the pay-off amount with the lender.)

 

[jimbo69ny]

I haven't heard, but I would assume that you have to continue to make payments, and then your lender would have to refund you the "overpayment" once they got payed off. (Unless Tesla coordinates the pay-off amount with the lender.)

I am very curious about this. I am financing through tesla. I was just allocated an X and I should get it in 7-10 days. I was going to do a home delivery because the closest dealer is over 200 miles away. But I am worried about the potential issues with the car if it is home delivered.

 

[bewilderman]

I haven't heard, but I would assume that you have to continue to make payments, and then your lender would have to refund you the "overpayment" once they got payed off. (Unless Tesla coordinates the pay-off amount with the lender.)

I doubt it. The bank is entitled to the payments until they get their money back. Its Tesla who is withholding the money after accepting the car back for return. I would think 7-10 business days is plenty for them to process a refund. Return doesn't look like a viable option. I would be extra careful during my delivery inspection. Does the re-order restrictions apply for refused delivery too?

 

[MP3Mike]

I would think 7-10 business days is plenty for them to process a refund.

You might think that, but that isn't what people report actually happens.

 

[testarossa]

I haven't heard, but I would assume that you have to continue to make payments, and then your lender would have to refund you the "overpayment" once they got payed off. (Unless Tesla coordinates the pay-off amount with the lender.)

The other issue is that you're still going to be responsible for the interest payments as neither Tesla nor the bank will refund that portion.

 

[MXWing]

The other issue is that you're still going to be responsible for the interest payments as neither Tesla nor the bank will refund that portion.

Anyone else let you return a car outside of an actual lemon claim?

There’s only so much one can expect when returning a purchase that could be 6 figures.

 

[bewilderman]

Anyone else let you return a car outside of an actual lemon claim?

There’s only so much one can expect when returning a purchase that could be 6 figures.

Sure. They don't have to either.

But this policy description sounds condescending to me. Why offer to accept returns if you are going to ascend the moral high horse and punish them by blacklisting them and restricting their future purchase options as if they did something wrong? Its like abortions. No normal person does it for fun. People who are forced to return their $100,000 Teslas do it with great anguish and disappointment, disrupted plans, lost time, and probably some financial loss too. Stigma shouldn't be added on top of it. But any company is free to choose their policies (as long as they don't break any applicable laws) and this is what Tesla chose. We don't have to sign the dotted line if we don't find them acceptable.

But withholding the money beyond whats expressed in the policy should make them liable for the interest payment and/or rent on the user's car until the money is refunded. It is very glaring that the return policy conveniently omits the whole subject of the refund. This is precisely why I said that returning doesn't look like a viable option. They should just remove this gimmick. This is a lawsuit waiting to happen.

 

[jimbo69ny]

Return Policy
Terms and Conditions

• Owning a Tesla vehicle means you are driving one of the most advanced, best performing and safest vehicles available. We are confident that you will feel great about your new vehicle, and so are giving you time to experience and enjoy your new Tesla. Subject to the terms and conditions of this policy, if you are unhappy with your vehicle, you may return it to us within seven (7) calendar days.
• We will accept your vehicle for return if the vehicle:
  • Has an odometer mileage of less than 1,000 miles at the time of return;
  • Has a New Vehicle Limited Warranty that has not been voided;
  • Has not been the subject of any submission or application for any available incentives or perks;
  • Is in new condition, without damage or abnormal wear and tear; and
  • Has not been resold or transferred to any person or entity.
• To return the vehicle, you will need to deliver the vehicle (including all original equipment and any parts and accessories that came with the vehicle, including the mobile connector kit) to us at a Tesla Delivery Center (or other location that we agree to), and complete a vehicle inspection, by the end of the seventh (7th) calendar day following the delivery date. If you are unable to return your vehicle by the 7th calendar day after making good faith efforts, please contact your closest Tesla Delivery Center. Extenuating circumstances may be evaluated on a case-by-case basis.
• Once you have returned your vehicle, the return process is final and may not be cancelled. At this time, we are not able to facilitate vehicle exchanges. If you decide to order another vehicle, you may not order the same trim for a period of 12 months but may order another vehicle in a different trim at any time. However, if you are found to have abused this policy or have acted in bad faith, you will be prohibited from purchasing any vehicle for a period of 12 months.
• You will remain responsible for any fees or charges that may later become due while the vehicle was in your possession, such as unpaid tickets and citations or applicable property taxes. If you acquired your vehicle with a lessor or lender, you may be responsible for additional fees or charges required by your lessor or lender in order to reverse the transaction. In addition to returning the vehicle, you will need to ensure title to the vehicle is transferred to Tesla free and clear of any liens.
• If you traded in a vehicle as part of your original transaction, you will not receive that trade-in vehicle back, though we will refund you the applied trade-in value as part of your return. If you had negative equity in your trade-in vehicle, you may need to pay us an additional amount to cover the negative equity.
• If you acquired your vehicle through a third party lessor or lender, you may have other terms or conditions in your lease or financing agreement, which are outside of our control. This return policy may not apply in such situations depending on the agreement between you and your third party lessor or lender.
• This return policy is intended to give you confidence in your purchase of a Tesla vehicle, and so is in addition to any other rights you may have under applicable law.