Ridiculous "cpo" buying experience

[Mave]

I'm new to this forum and I really wished I had found this before I ordered my model S. From reading this forum I see that those so called "cpo's" are just used cars with an extended warranty and since they are sold sight unseen it's a matter of luck.
Anyhow I ordered it on 01/04, 10 days ago. I completed the online tesla account and uploaded all the required docs. So far I only got ONE email from who I guess is my so called sales advisor on 01/08, 4 days after my order. It was a generic email scripted asking if I want to finance of pay cash. I had already indicated I was going to pay cash, which shows she did not even look at my info. I responded to her within an hr asking questions about my trade, the vehicle, confirming that I would be paying cash. It's been 6 days now and guess what no answer. I called their 1800 number on 01/10 2 days later the gentleman confirmed she is supposed to be my SA. I then called her cell phone, while it was ringing she sent me a text saying she is on another call she will call me back. I still left a detailed VM. Of course she did not bother to call. I called back on 01/11, the next day the 1800 number talked to another rep who said she would fwd this to my SA and her manager. it's been 3 days and I still have not heard from anyone of them. I also fwded the emails I sent to my SA which were ignored to the "[email protected]" 2 days ago and no answer yet. Since they do not refurbished vehicles anymore I'm wondering why it takes this long and more importantly why they are ignoring me.
It's like I'm begging them to give them my $55k. The irony is I saw another MS with the same color, same options, 10k miles less from a private dealer and it was $3k less. I am so regretting not buying from them as I am sure they would have been a little more enthusiastic to take my cash.
Does anyone have any suggestions on what I should do next? A number or email I can call? Never had such a bad experience buying a vehicle and I have bought quite a bit of them.

 

[Tam]

...bad experience...

I would speculate that Tesla CPO is a broken system when it comes to timeliness and communication.

The disadvantage with non-Tesla dealership is it doesn't carry Tesla CPO extended warranty (either 4 year / 50,000 miles additionally whichever first or 2 year / up to 100,000 odometer miles whichever first).

You'll be fine if you have the patience!

 

[Mave]

Thanks Tam,
I read more threads here and I now realize it's just the way they deal with customers. Take it or leave it type of thing. At this point they have my $2500 deposit so I will wait a few more days. I must say customer service over the phone acted all nonchalant about it I assume they hear customers complain about this all the time..
I'm currently reading the thread "CPO Experience/Process December 2018" and I see it's the way they treat their customers. It still does make it right.

 

[rycart]

Hey, sorry to hear about your experience. Just keep calling and bugging people. My experience, while not as bad as yours, was also disappointing. You wouldn't think you'd have to chase them down in order to give them your money. Be patient and persistent.

The Tesla CPO process definitely needs work, but I love my car and I have had excellent experience with their mobile service team. This forum is also a great place to get answers, as their tech support number can have long wait times. Good luck!

 

[PhilDavid]

As much as there are problems with car dealers, there is something to be said about a sales advisor at a dealership being paid a commission to close a sale as that incentives them to at the least respond to customer inquiries and provide information.

This process has been replaced at Tesla with people who could not care less and often times just plain ignore any inquiry you might have. It might also have to do with them being completely understaffed but still it results in an awful customer service experience.

Who would have thought for all the bad talk about car dealers, Tesla would come up with an even worse way to buy a used car than the experience at a typical premium car dealership.

As Tesla ramps up production, I hope they understand the importance of improving customer service and treating customers who buy their cars fairly.

 

[BrianS85]

I think it depends on the service center doing the delivery and your specific SA. Myself and another user on here both had great experiences with the San Diego service center. My SA was responsive but didn't actually do anything other then send an email to the delivery specialist (located within the SD service center) telling them to get the car ready. At that point the delivery specialist took over the process and I had my car within 12 days of ordering.

One huge disadvantage about buying from that third party dealer is that not only would you not get the extended warranty, but you wouldn't even be able to purchase an extended warranty from Tesla. So you either buy from Tesla and get the warranty, or buy from a private party and pay about $5k for the warranty. But cars purchased from a third party dealer are totally ineligible. I would just give it some more time.

 

[Mave]

The thing is I am actually fine waiting a little bit. The issue is the total lack of communication and it's been going almost 2 weeks. It's one thing if the car is not ready or they don't know where it is or whatever other reason they have but I think the least courtesy if to inform the customer hey look we don't have your car yet we working on it or something. So I agree with Brian I believe my SA is just overworked or she just does not care. My SC is Baltimore, about 1hr away.
Really what they should tell you before taking your $2500 non refundable deposit is that it may take 1 or 2 months before you get your car. The website says something about you have to pick up the car within 3 days something like that I was so naive I thought I would have had the car before the end of last week. When things started going sideways I started googling and bam found this forum with similar stories all over the place. Just hoping the car won't be crappy an dirty like others have had to deal with

 

[seattlite2004]

OP....your story sounds similar to this Rich Rebuilds CPO disaster

 

[armanslr]

Sorry to here about your issues. I went through the same terrible customer service experience prior to picking up my vehicle. Even after I picked up my vehicle, I would have expected my SA to contact me or even send a generic email to see how the pickup went.

Once I went to the San Diego pickup location, it was like a 360 when it comes to customer service. Everyone was in a great mood, smiling, courteous, and very helpful. Once you get your car you'll be enjoying it so much that you will not even be thinking about your SA.

Keep us posted!

 

[Mave]

Sorry to here about your issues. I went through the same terrible customer service experience prior to picking up my vehicle. Even after I picked up my vehicle, I would have expected my SA to contact me or even send a generic email to see how the pickup went.

Once I went to the San Diego pickup location, it was like a 360 when it comes to customer service. Everyone was in a great mood, smiling, courteous, and very helpful. Once you get your car you'll be enjoying it so much that you will not even be thinking about your SA.

Keep us posted!

Thanks man I really look fwd to get the car!
A quick update I had wanted to wait a few more days and see if they would contact me but I could not so I just called. The rep saw that this would be my 3rd call and that my SA emailed me once a week ago with no more contact and he said he would send this to the manager (not the first time I'm being told this but this time he seemed concerned about it) and that they will be contacting me before the end of the day. I doubt it but we shall see

 

[armanslr]

Thanks man I really look fwd to get the car!
A quick update I had wanted to wait a few more days and see if they would contact me but I could not so I just called. The rep saw that this would be my 3rd call and that my SA emailed me once a week ago with no more contact and he said he would send this to the manager (not the first time I'm being told this but this time he seemed concerned about it) and that they will be contacting me before the end of the day. I doubt it but we shall see

I wouldn't get your hopes up. I tried calling the 1800 number and asked to get assigned a new SA but was told it is not possible. My SA was really unhelpful, the only time she was useful was when she scheduled my pickup appointment!

Having said that, just sit patient, read the forums and educate yourself about the Model S. You will certainly LOVE your car when you get it, I know everyone says that but it is the truth. Keep us updated, I can't wait to hear your thoughts after you pick up your car!

 

[Mave]

Sorry to here about your issues. I went through the same terrible customer service experience prior to picking up my vehicle. Even after I picked up my vehicle, I would have expected my SA to contact me or even send a generic email to see how the pickup went.

Once I went to the San Diego pickup location, it was like a 360 when it comes to customer service. Everyone was in a great mood, smiling, courteous, and very helpful. Once you get your car you'll be enjoying it so much that you will not even be thinking about your SA.

Keep us posted!

armansir how long did it take you to get your vehicle

 

[JayyyDeee]

I'm new to this forum and I really wished I had found this before I ordered my model S. From reading this forum I see that those so called "cpo's" are just used cars with an extended warranty and since they are sold sight unseen it's a matter of luck.
Anyhow I ordered it on 01/04, 10 days ago. I completed the online tesla account and uploaded all the required docs. So far I only got ONE email from who I guess is my so called sales advisor on 01/08, 4 days after my order. It was a generic email scripted asking if I want to finance of pay cash. I had already indicated I was going to pay cash, which shows she did not even look at my info. I responded to her within an hr asking questions about my trade, the vehicle, confirming that I would be paying cash. It's been 6 days now and guess what no answer. I called their 1800 number on 01/10 2 days later the gentleman confirmed she is supposed to be my SA. I then called her cell phone, while it was ringing she sent me a text saying she is on another call she will call me back. I still left a detailed VM. Of course she did not bother to call. I called back on 01/11, the next day the 1800 number talked to another rep who said she would fwd this to my SA and her manager. it's been 3 days and I still have not heard from anyone of them. I also fwded the emails I sent to my SA which were ignored to the "[email protected]" 2 days ago and no answer yet. Since they do not refurbished vehicles anymore I'm wondering why it takes this long and more importantly why they are ignoring me.
It's like I'm begging them to give them my $55k. The irony is I saw another MS with the same color, same options, 10k miles less from a private dealer and it was $3k less. I am so regretting not buying from them as I am sure they would have been a little more enthusiastic to take my cash.
Does anyone have any suggestions on what I should do next? A number or email I can call? Never had such a bad experience buying a vehicle and I have bought quite a bit of them.

You experience sounds like my NEW Model S buying experience. I have never experienced anything resembling good service or even basic service from Tesla

 

[Uncle Paul]

Tesla is known for not wanting to engage in back and forth chit chat. They will maintain radio silence until they have something specific to communicate.

People usually want frequent updates on their order, however Tesla has seen just how much time can be eaten up by non productive (but feel good) banter.

A little like how Dad feels when the kids in the back seat constantly chant..."are we THERE YET!. Answer always seems to be the same...soon.

 

[Mave]

Tesla is known for not wanting to engage in back and forth chit chat. They will maintain radio silence until they have something specific to communicate.

People usually want frequent updates on their order, however Tesla has seen just how much time can be eaten up by non productive (but feel good) banter.

A little like how Dad feels when the kids in the back seat constantly chant..."are we THERE YET!. Answer always seems to be the same...soon.

Well, it's fine if they aint got nothing to say but at least tell me that once. So the problem here is not that I want frequent updates, it is that I want ONE update. And unlike the kids in a car I won't keep asking if we there yet. But if one asks a question and there is no response then they are more likely to keep asking.. IMHO

 

[LittlebbJesus]

Well, it's fine if they aint got nothing to say but at least tell me that once. So the problem here is not that I want frequent updates, it is that I want ONE update. And unlike the kids in a car I won't keep asking if we there yet. But if one asks a question and there is no response then they are more likely to keep asking.. IMHO

I recently went through the experience my self. It did not go perfectly. I’m fact, it was quite troublesome. The end result though was a beautiful model s. I will say that my sales advisor and I were in frequent contact and he was quite helpful.

 

[armanslr]

armansir how long did it take you to get your vehicle

I ordered my car on the Dec 31st, my car was ready for pickup on January 8th. I picked it up on the first available Sunday as it was quite a drive for me ~120 miles each way. I kept calling the 1800 number to get updates and they were able to track my car while my delivery specialist did not help at all and would not disclose any information.

 

[Mave]

Ok so of course no one called me back yesterday like they promised. So I called them this am. The rep tried to serve me the same BS about the SA would call me back I told her I don't think so. She put me on hold came back said she had to step away from her desk to go check on the status of this and she would call back. Sounded like some more BS. Of course she did not call back.
So I called again talked to someone else who said the rep I talked to this am did the same crap aka "sent my inquiries to the SA and her manager". I started to get a bit angry seriously. Told her this was messed up. She tried to tell me they had to move the car from MD to PA where I live. I told her the SC in Baltimore is much closer than the other one in PA as I live close to the MD border and I specifically chose that one since it was listed as being in Baltimore in the first place. So apparently they have no idea where the car is or where it's supposed to be delivered. Quite pathetic.
A few min ago the delivery guy called and told some truth saying the delivery will take weeks without saying why. By then the quote they gave me for my trade won't be accurate and will decrease making me lose some money due to their incompetence. He told me to sell it to carmax lol.
So I will keep posting updates here but whoa. OMG. RIDICULOUS.

 

[armanslr]

Relax my friend! Everything will be fine. They told me they had no idea where my car was either, until I kept calling and was able to talk to someone who confirmed it was en route to San Diego. The communication by Tesla is extremely poor, and I doubt it will get better, so just sit back and wait until you get contacted by them to schedule your delivery!

Honestly, these cars are WELL worth the hassle of buying used via the CPO program. Your going to love your Model S.

 

[Youn1944]

I am in the Dallas TX area and I took delivery of my Model S on 10/31/18 and I have not receive my title. I was told it would take another 2 to 3 weeks before I would receive my title. I was wondering if anyone else had this experience?