Returning Tesla M3 after awful delivery experience

[jbrady3324]

I’m betting there’s absolutely nothing wrong with the car, or at least nothing that can’t be fixed with a quick service visit... It’s just another case of a really crappy delivery specialist or delivery team.

Tesla does run incentives on inventory cars from time to time like not charging the extra for paint colors other than black or the upgraded wheels. They usually go out as internal memos and only last a week or so.

The paint and scratches can be fixed, I am sure of that. The nicks on the hood and trunk, ehhh maybe-maybe not. But they aren't deal breakers. I can live with them with some form of compensation.

The rattle.... that HAS to be fixed. It is driving me nuts. Every minor bump or dip in the road. Can it be fixed? I am sure it can, but will they, I have no idea. Plenty of posts on the forum by people who still have rattle issues.

 

[Pwcsrter]

Our store did the DMV paperwork and picked up the plates and installed them - special Green car plates so in Ontario at least, you normally get a car with plates. We had wind noise and rattles that the service centre has worked faithfully on - most fixed first time, some need more than one trip. If I ride with them and point it out, it usually is all they need.

I met the Delivery Manager, who manages the deliveries and he said he was responsible for making sure everything was right. As I said before, our second delivery was better than the first.

A box of chocolates at Christmas to the Detail Manager, and he knows our cars by heart, and our names. And he worked till 3AM to make sure the second car was ready for delivery.

The people in our store seem to really care about making you happy. They don't always succeed, and the volume of M3s that they are selling is making it difficult to be perfect, or even above average. Hopefully you can meet a Manager tomorrow that you can look in the eye and tell him what he has to do to make it right.

 

[hlin07]

The paint and scratches can be fixed, I am sure of that. The nicks on the hood and trunk, ehhh maybe-maybe not. But they aren't deal breakers. I can live with them with some form of compensation.

The rattle.... that HAS to be fixed. It is driving me nuts. Every minor bump or dip in the road. Can it be fixed? I am sure it can, but will they, I have no idea. Plenty of posts on the forum by people who still have rattle issues.

My friend, I'm so sorry for your delivery experience. You are what I'd call the average Joe, non-fanboy that wants to support Tesla but want a great customer service from a luxury car price standpoint. All those people that are attacking you are most likely Fanboys that can tolerate virtually everything Tesla does.
To help Tesla becoming a better company, YOU MUST RETURN THE CAR. Companies only get better when customers demand it, if you can put up with this non-sense, then Tesla will think it's ok to continue this process. Their response that you'll love the car so you'll ignore everything is ridiculous.
The downside of course is you will have to wait for them to send your money back. I'm still waiting for my 1000 refund since 3/1. I'm not sure if you have other rides arranged, so can't offer suggestion on that.
I hope it'll work out for you eventually, the car clearly does not meet your expectation now, and I predict that it'll get worse. I don't mean the car is bad, I mean the service centers are not designed to handle this many model 3s, you'll likely wait months just to have them check out rattles, misalignment, etc.
Disregard what everyone says (including mine), go with your feeling. It's your money, your car, YOUR DECISION.

 

[brianman]

Fantastic overall attitude and approach in the post referenced below.

Small note on one specific point...

when i refused my car, the delivery gal grabbed a sales person and they joined me at the car. i explained to them, "nobody is upset here, you guys can find what I want, you have it. it's just not this one. take a look and give me a call" that seemed to empower them somehow, and 2 hours later (I left, ran some errands, they called me, i came back) i took delivery of my car. i couldn't be happier now.

I was helping with orientations at the end of September. A Tesla employee would take care of the paperwork and point the new owner to the car, and we'd walk over with them. Sometimes the employee would walk with us to the car, sometimes not. In either case, eventually it was just the volunteer with the customers and their car. My "routine" refined over the weekend, and eventually converged on a fairly consistent pattern.

1. Walk them around the car, indicate that they need to look for stuff like paint issues, dents, wrong color, wrong wheels, etc. -- "... because I'm not doing that. I don't want to, and I shouldn't from a responsibility/liability standpoint." (A little more here in a minute)
2. Show them how to open the frunk and the trunk, and make sure they see the license plate bracket for he front and the charging equipment.
3. "Now we sit in the car for the rest. This is really what I'm here for. To help you get setup to drive the car and answer some of your questions." We figure out seating positions (usually me in the rear middle seat.) and go through the seat, wheel, mirror, driving mode adjustments, etc. Phone as a key. Phone as a phone. etc.

Sorry, got longwinded... what I wanted to talk about was #1 some more.

While doing the walkaround, I would explain the (at the time) policy of 3 day return window and the due bill email they should send.

The critical part is this:
"If/when you drive away with this vehicle, you will want to keep it. Set that aside. Write your issues down in email, then revisit each item in the list and mark the important ones with an asterisk/star. If they don't resolve (or promise to resolve in a way that you trust) each of the marked ones, then reject the car. Just say, 'I don't want this one.' They are making a lot of these cars. If there is something wrong with this one, get another one. Don't start your ownership with a car you're not happy with."

 

[brianman]

… Unfortunately, time runs out on Monday and the car will be returned that morning. I gave Tesla chance to make this all right and they failed at every single level.

This sounds like the right move. Hopefully they'll match you with a better vehicle (if you want) or find another option that's acceptable.

 

[brianman]

The rattle.... that HAS to be fixed. It is driving me nuts. Every minor bump or dip in the road. Can it be fixed? I am sure it can, but will they, I have no idea. Plenty of posts on the forum by people who still have rattle issues.

You have a few days before Monday...

Can Chicago Model 3 owners maybe meet up with this member and help him narrow down the rattle source?
@ChicagoAdam11
@chicagoM3
@chicagoM30402
@chicagoMX
@ChicagoP3D
@chicagoTes
@Chicago_Teddy
(Maybe I'll get lucky with one of those.)

 

[Tezla1]

I am thinking they I was advertised something else and was delivered something else. Clearly retuning the car is the only move here. Like I said, if Tesla could tell me why the miles are there and where they came from between Saturday and Monday, that would be a different story. But, the referral failure, scratches and overall poor pushy experience adds up to a bad experience overall with Tesla. Accept it and enjoy the car might be easy for some people, but others have expectations for a 50k car.

I also found it odd that the car had plates on it at pickup. Another reddit owned picked up from the same location yesterday.. no plates.

First, congratulations on a happy, healthy baby.

As a new father myself, I can understand what you must be going through - not enough sleep, no more free time and so many new errands and things to do. It’s a happy time but also a time of huge stress, been there & I also remember doing a few things I could have handled better.

As for the car, I think you should keep things in perspective.

A year from now, It won’t seem important what you did with a car.

Focus on what matters most.

I also took delivery of a M3 AWD 6 months ago & my car had scratches and taillight misaligned. The Tesla experience was far from ideal. But, I worked it out as best as one can and I’m very happy with the car overall.

Just a reminder - Dont stress on all the little things in life, certain battles are not worth your stress and time.

 

[CAR3NUT]

I picked up my M3 on Dec. 31, 2018 in pouring down rain, not a great delivery experience, as it was the last day to get the full rebate and they were pushing cars out as fast as they could. Mine had 125 miles on it and never bothered me. After I got it home and cleaned it up I found some scratches on the passenger door and fender. A Tesla Ranger came to my house looked at the issue, asked if he could take the car to their body shop, I said okay, 1 1/2 hours later car came back with all issues resolved. I love this car and couldn't see myself going back my to 2012 Corvette Grand Sport, 1986 Ferrari, and 3 Porsche's which over the past year I sold all three and this M3 is my new Hot Rod.

 

[Groucho]

Picked up my M3 LR RWD in late September 2018 from the Vancouver Powell street location. Also had a bad delivery experience, thorugh I kept it.

Car was 3 hours late, 50% charged, arrived dirty ionside and out with patches of white overspray, surface scuffing, paint defects, pulled thread on the front speaker bar behind steering wheel, and passenger seat cover stitching issues -- also had ~100km on it (but that didn't really matter too much to me).

They buffed the scuffing out before I drove it away, though I discovered more paint issues the next day when it wasn't dark and rainy.

Took about a month to get a bodyshop appointment to fix the front fender paint job (3rd party through Tesla), they kept the car for 8 days, and they returned it with a badly scuffed hood and chewed up rear right wheel that had been curbed hard.

They take no responsibility for the wheel and said that I can't prove that I didn't curb it myself, and refused to do anything further. They also disconnected my front/rear dash cameras when they got the car for repairs, so I can't prove they did it either.

The hood is waiting to be buffed out (they recommended I wait until after winter for the full exterior detailing), and still waiting on a seat cover replacement.

I like the car, but I can't say I'd recommend Tesla customer service.

View attachment 400998

 

[jbrady3324]

Picked up my M3 LR RWD in late September 2018 from the Vancouver location in 2018. Also had a bad delivery experience, thorugh I kept it.

Car was 3 hours late, 50% charged, arrived dirty ionside and out with patches of white overspray, surface scuffing, paint defects, pulled thread on the front speaker bar behind steering wheel, and passenger seat cover stitching issues -- also had ~100km on it (but that didn't really matter too much to me).

They buffed the scuffing out before I drove it away, though I discovered more paint issues the next day when it wasn't dark and rainy.

Took about a month to get a bodyshop appointment to fix the front fender paint job (3rd party through Tesla), they kept the car for 8 days, and they returned it with a badly scuffed hood and chewed up rear right wheel that had been curbed hard.

They take no responsibility for the wheel and said that I can't prove that I didn't curb it myself, and refused to do anything further. They also disconnected my front/rear dash cameras when they got the car for repairs, so I can't prove they did it either.

The hood is waiting to be buffed out (they recommended I wait until after winter for the full exterior detailing), and still waiting on a seat cover replacement.

I like the car, but I can't say I'd recommend Tesla customer service.

View attachment 401009 View attachment 400998

Wow

 

[xtcEV]

As they say, "dont worry about it, once you drive the car, you will love it" and the magical ferry will wave her wand and you will forget about the crappy delivery experience and poor quality issues.

 

[Earthpower]

My delivery experience was good, there was a rescheduled date and minor paint issues were addressed within the month. In my area, Tesla was having trouble finding a delivery site, ice auto dealers were buying out sites Tesla was renting so for a while there was no place to deliver cars in large numbers. Maybe the sc local to you was dealing with local opposition adding to stress. My service experience was good, I had MS loaners the entire time. I was very satisfied and I love the car. Delivery staff are doing their best, like a lot of places, understaffed and overworked. I approached them with this in mind and I think it goes a long way. I have found their tech support and service to be great. I had some strong misgivings at delivery but I'm glad I kept the car. Be aware Tesla dealing with opposition from local ice dealers, etc. May be causing delivery hiccups which then impact customer service.

 

[MrABRanch]

I am thinking they I was advertised something else and was delivered something else. Clearly retuning the car is the only move here. Like I said, if Tesla could tell me why the miles are there and where they came from between Saturday and Monday, that would be a different story. But, the referral failure, scratches and overall poor pushy experience adds up to a bad experience overall with Tesla. Accept it and enjoy the car might be easy for some people, but others have expectations for a 50k car.

I also found it odd that the car had plates on it at pickup. Another reddit owned picked up from the same location yesterday.. no plates.

Sounds like you had a crappy experience, doesn't sound like the Tesla sales team but I'll keep my eyes open when i go get mine next week.
Congratulations on the kid, wow man that's a lot, damn that is way too much to handle for me, my kid is just 3 and we're now getting back on a even keel, new born is like all hands on deck 24/7...at least for us, I would not buy a new car at that point until things had settled down a bit, just my 2cents.

I do think people here are being harsh and just not kind/understanding, you're buying a new car, it should be new...but if you got a discount because it's a demo etc then there would be more miles on it, I know they lied or misinformed you, but still 70 odd miles is not bad (if you got a discount) - I didn't get a discount if I find above 20 I will not sign...so it depends on if you got a discount because it was a demo or show car or completely new.

The scratches are more serious and they should be addressed, fully, tbh I wouldn't return it I would try to get them to fix the damages, call a service center, maybe you've locked horns with someone there and now they have stonewalled you, if the damages can be repaired then keep it and move on.
Can lodge a complaint against that delivery center.
Better to not shoot yourself in the foot and loose a sweet ride!
Sorry you had such a crappy experience.

 

[BradBaker]

My delivery was a disaster.

Greece fingerprints all over the upholstery - I was told to wash when I got home with soap and water

Dirt all over the dash

Ripped upholstery when I picked up car - still waiting for fix

Paint drips on the side - still waiting for resolution

Couldn’t drive car - they lost my check and even after replaced they didn’t issue tags so car was not drivable for 45 days. I had to rent a car. Drove a Nissan that I parked to my undriveable Tesla.

Lost bank finance paperwork - Tesla never sent contract to bank so loan expired. They resent it 30 days after delivery. I now pay a higher interest rate because they lost paperwork.

Gave bank old address of closed Tesla office. Bank check lost twice.

Seriously, I couldn’t make this up. Paid for a car I couldn’t drive. Kia does a better job on deliveries. It’s very sad.

 

[OTARon]

So it sounds like it was a 7 day return. I would call that a used car not sure how they handle the 7 day returns. In IL I never got plates from Toyota when I bought 2 cars in the Highland Park area (but it was 4 years ago). Some LARGE dealers have dmv offices the issue plates on site, I would be shocked if Tesla had that in IL or anywhere !! If you didn't take a test drive you get the same 7 day return policy. IF you did a test drive, you might want to eat the 69 miles and request in a nice voice at the service center a repair of the scratches. sometimes with the right 3M product most scratches go away. I know you are sleep deprived with a new born, this feels like a big deal, and the reps should have treated you like a king, but Tesla knows what they got and we come running to them! This will be the best car you will ever own and safest to drive your bundle of joy around in.

 

[jbrady3324]

So it sounds like it was a 7 day return. I would call that a used car not sure how they handle the 7 day returns. In IL I never got plates from Toyota when I bought 2 cars in the Highland Park area (but it was 4 years ago). Some LARGE dealers have dmv offices the issue plates on site, I would be shocked if Tesla had that in IL or anywhere !! If you didn't take a test drive you get the same 7 day return policy. IF you did a test drive, you might want to eat the 69 miles and request in a nice voice at the service center a repair of the scratches. sometimes with the right 3M product most scratches go away. I know you are sleep deprived with a new born, this feels like a big deal, and the reps should have treated you like a king, but Tesla knows what they got and we come running to them! This will be the best car you will ever own and safest to drive your bundle of joy around in.

Return/rejected cars are sold new by Tesla.

 

[BayAreaBob]

I am thinking they I was advertised something else and was delivered something else. Clearly retuning the car is the only move here. Like I said, if Tesla could tell me why the miles are there and where they came from between Saturday and Monday, that would be a different story. But, the referral failure, scratches and overall poor pushy experience adds up to a bad experience overall with Tesla. Accept it and enjoy the car might be easy for some people, but others have expectations for a 50k car.

I also found it odd that the car had plates on it at pickup. Another reddit owned picked up from the same location yesterday.. no plates.

If it had plates on it, doesn't that mean it had already/previously been sold and registered?
In California, the registered owner has to submit paperwork to DMV and the plates come in the mail.

 

[BayAreaBob]

Return/rejected cars are sold new by Tesla.

In California, previously used/returned (eg opened) products must be identified as such and typically carry a refurbished label in one way or another, right? No matter what, I thought they were not allowed to be sold again as new.

 

[yetn13]

Glad they are allowing you to return the car. You would not have become happy with it over time IMHO, given what you have experienced and explained. Their attitude can be disheartening, to say the least. From what you were saying, it seems like they were against you at delivery and treated you with disrespect, refusing to fix paint issues or give you the referral code that you were supposed to get. Not right away for you agreeing to fix the paint issues/scratches and honor the referral code isn't right. To me, that's a bigger deal than all the miles and the license plates. Their attitude of being against you the customer at delivery and the problems that has caused you isn't right. Sales staff are nice, but when you went to get the car that you purchased, your probs began. Your attitude and concerns are understandable.

If you return it, will they still allow you to purchase from them in the future?

I'm seeing someone on here says you have 3 or 7 days to decide. Others only have 24 hours. If you test-drove ANY car of theirs at any time, you only have 24 hours, which is different than it says on the Tesla website. It is also up to the delivery person if they will allow you to return within the 24 hour period that you are supposed to have.

On the bright side, it seems like the issues with your car are totally fixable, except for the miles, which is lucky, since primarily with Tesla you bought and waited for a car sight-unseen like everyone does.

Will they make you sign a non-disclosure agreement to get your money back?

Will they tell you in writing how long the refund will take so that they will stick to what they tell you?

Since you are not complaining about misaligned body panels that can't be fixed for the car to look right/even/okay, your situation could have been even worse. They should have right away said they will fix the scratches and honor your friend's referral code. That is where they created a customer service problem for you and a financial burden for you (scratches you'd pay to fix would cost you money and irk you since you paid for a new car and expected it to look new without damage). I also think it doesn't look good for them that you are having to seek help on here and discuss what happened on here. They might ban you from buying from them in the future for returning the car and for complaining on here, without really telling you why, continuing their pattern of treating you with disrespect and absurdity.

Making you or other customers have to fight and spend time to get what is right isn't something they should engage in. Had they upfront agreed to fix the problems or swap out the car for you, you wouldn't be stressed or be on here seeking advice because of the unfortunate position they appear to have disrespectfully put you in. All of this was probably energy-zapping for you. A nightmare.

 

[yetn13]

Glad they are allowing you to return the car. You would not have become happy with it over time IMHO, given what you have experienced and explained. Their attitude can be disheartening, to say the least. From what you were saying, it seems like they were against you at delivery and treated you with disrespect, refusing to fix paint issues or give you the referral code that you were supposed to get. Not right away for you agreeing to fix the paint issues/scratches and honor the referral code isn't right. To me, that's a bigger deal than all the miles and the license plates. Their attitude of being against you the customer at delivery and the problems that has caused you isn't right. Sales staff are nice, but when you went to get the car that you purchased, your probs began. Your attitude and concerns are understandable.

If you return it, will they still allow you to purchase from them in the future?

I'm seeing someone on here says you have 3 or 7 days to decide. Others only have 24 hours. If you test-drove ANY car of theirs at any time, you only have 24 hours, which is different than it says on the Tesla website. It is also up to the delivery person if they will allow you to return within the 24 hour period that you are supposed to have.

On the bright side, it seems like the issues with your car are totally fixable, except for the miles, which is lucky, since primarily with Tesla you bought and waited for a car sight-unseen like everyone does.

Will they make you sign a non-disclosure agreement to get your money back?

Will they tell you in writing how long the refund will take so that they will stick to what they tell you?

Since you are not complaining about misaligned body panels that can't be fixed for the car to look right/even/okay, your situation could have been even worse. They should have right away said they will fix the scratches and honor your friend's referral code. That is where they created a customer service problem for you and a financial burden for you (scratches you'd pay to fix would cost you money and irk you since you paid for a new car and expected it to look new without damage). I also think it doesn't look good for them that you are having to seek help on here and discuss what happened on here. They might ban you from buying from them in the future for returning the car and for complaining on here, without really telling you why, continuing their pattern of treating you with disrespect and absurdity.

Making you or other customers have to fight and spend time to get what is right isn't something they should engage in. Had they upfront agreed to fix the problems or swap out the car for you, you wouldn't be stressed or be on here seeking advice because of the unfortunate position they appear to have disrespectfully put you in. All of this was probably energy-zapping for you. A nightmare.