I am an early Model 3 orderer and owner from September last year, shareholder, and all round advocate of everything Tesla.
So on May 13th it was the wife’s turn...a suitable car in inventory popped up (tow bar was essential)...slightly impulsive but a £46k purchase made. Paid the £100...and waited for the mighty Tesla to role into action. Texts start the very next day (much better comms than when I bought mine) and yes, your car will be ready to collect 25th May. Whoa, okay that’s a bit quick got to find the cash now. 2 hours later, moved to 9am 28th May. Phew that gives me a couple of extra days to find the cash. Had been hoping for a part exchange with Tesla, but got the usual expected derisory offer £16k for a lexus NX, (which we sold for £24k in the end to a private buyer). So I was going to have to find the whole lot...which I did. Good work me. Paid them on the 25th, added the car to our insurance from the 28th and then the fun starts.
11.15am 27th May Tesla text swings back into action. “Sorry, your car is not on site, we are arranging for a transporter to bring it and next collection date is 8th June.”
Okay, so immediately on the phone...”hold on a sec, when we ordered it said the location of the car was in London, and in stock for immediate delivery, where is it” Tesla: “we don’t know, can’t see in our system” (aka a lie) A few phone calls later it transpires it might or might not be on a transporter but it is apparently somewhere near Cambridge. Okay fine...why couldn’t we have been told that...”Hey it’s Tesla” I say to my wife...”not quite on top of the customer service but don’t worry they will get it to us, it’s lockdown, it’s not easy etc”. Give them a chance. And indeed Tesla did promise that if it got to Heathrow earlier they would try and sort a quicker handover, but they were fully booked right now until the 8th.
So we patiently spend 10 days without our Lexus and without our £46k. (Which had I put in Tesla shares would now be worth about £60k). I turned into a taxi driver...my wife works for the police doing shifts at ungodly hours. But hey ho I love Tesla I will do this for them.
As we are impatient, and Tesla have our money and we have no Lexus, we call several times in the run up to the 8th. “has it arrived at Heathrow?” Tesla: “yeah,yeah,yeah it’s here, sorry no handover slots” okay... the 8th it is. My wife moves her shift I take the morning off...
You know what happens next. Friday morning we got the final get ready for collection on Monday email, yippee...now we can get excited....and then 4pm Friday, I get a whats app from my wife “can you call Tesla and go mental”.
She had received another text (admittedly they had tried ring as well to forewarn (customer service improvement noted)). “We are sorry but your car will no longer be available for collection at 9am 8th June, please call us to arrange another collection time” (a further customer service improvement instead of the auto kick to the back of the collection queue).
I obviously go WT*, that is less than 1 working hours notice! Come on Tesla this is getting really bad.
So my wife jumps on the phone (I couldn’t)...they were still clueless and fumbling as to exactly where this car is...everyone vaguely important has gone home...yes we are sorry and yes we will sort it. Someone will ring you tomorrow (Saturday)...which they did
The more important person who rings Saturday just can’t give a delivery date...WT* again...“is this car locked in a garage and have they lost the key” it’s a Tesla for god sake, you can’t lose Tesla’s!!!!..they promise they will get it to us as soon as they can...but when is that...my wife has no car and I have no £46k....please please please please we just want the car that we ordered for immediate delivery on the 13th May.
Ah, okay, if you can’t get it to us, you will lend us a loan car...not ideal. We aren’t far from weybridge I can get one from there. “Not sure we can do that, they are different”. Hmmmm....Unless I missed something Tesla is Tesla!
So we wait patiently today for a solution.....and yes, Tesla text arrives at 5.34pm...a loan car is available for us to collect from Heathrow at 3pm tomorrow. Hmmmm let me just check that I had nothing else planned to work around you Tesla....I always wanted to drive to Heathrow to collect a loan car that I didn’t want...
So my question to you all...do I just give in and go...spend 3 hours out of my working day, to collect a loan car, or should I despite being a very loyal Tesla customer stand my ground and say Tesla this simply isn’t good enough.
So on May 13th it was the wife’s turn...a suitable car in inventory popped up (tow bar was essential)...slightly impulsive but a £46k purchase made. Paid the £100...and waited for the mighty Tesla to role into action. Texts start the very next day (much better comms than when I bought mine) and yes, your car will be ready to collect 25th May. Whoa, okay that’s a bit quick got to find the cash now. 2 hours later, moved to 9am 28th May. Phew that gives me a couple of extra days to find the cash. Had been hoping for a part exchange with Tesla, but got the usual expected derisory offer £16k for a lexus NX, (which we sold for £24k in the end to a private buyer). So I was going to have to find the whole lot...which I did. Good work me. Paid them on the 25th, added the car to our insurance from the 28th and then the fun starts.
11.15am 27th May Tesla text swings back into action. “Sorry, your car is not on site, we are arranging for a transporter to bring it and next collection date is 8th June.”
Okay, so immediately on the phone...”hold on a sec, when we ordered it said the location of the car was in London, and in stock for immediate delivery, where is it” Tesla: “we don’t know, can’t see in our system” (aka a lie) A few phone calls later it transpires it might or might not be on a transporter but it is apparently somewhere near Cambridge. Okay fine...why couldn’t we have been told that...”Hey it’s Tesla” I say to my wife...”not quite on top of the customer service but don’t worry they will get it to us, it’s lockdown, it’s not easy etc”. Give them a chance. And indeed Tesla did promise that if it got to Heathrow earlier they would try and sort a quicker handover, but they were fully booked right now until the 8th.
So we patiently spend 10 days without our Lexus and without our £46k. (Which had I put in Tesla shares would now be worth about £60k). I turned into a taxi driver...my wife works for the police doing shifts at ungodly hours. But hey ho I love Tesla I will do this for them.
As we are impatient, and Tesla have our money and we have no Lexus, we call several times in the run up to the 8th. “has it arrived at Heathrow?” Tesla: “yeah,yeah,yeah it’s here, sorry no handover slots” okay... the 8th it is. My wife moves her shift I take the morning off...
You know what happens next. Friday morning we got the final get ready for collection on Monday email, yippee...now we can get excited....and then 4pm Friday, I get a whats app from my wife “can you call Tesla and go mental”.
She had received another text (admittedly they had tried ring as well to forewarn (customer service improvement noted)). “We are sorry but your car will no longer be available for collection at 9am 8th June, please call us to arrange another collection time” (a further customer service improvement instead of the auto kick to the back of the collection queue).
I obviously go WT*, that is less than 1 working hours notice! Come on Tesla this is getting really bad.
So my wife jumps on the phone (I couldn’t)...they were still clueless and fumbling as to exactly where this car is...everyone vaguely important has gone home...yes we are sorry and yes we will sort it. Someone will ring you tomorrow (Saturday)...which they did
The more important person who rings Saturday just can’t give a delivery date...WT* again...“is this car locked in a garage and have they lost the key” it’s a Tesla for god sake, you can’t lose Tesla’s!!!!..they promise they will get it to us as soon as they can...but when is that...my wife has no car and I have no £46k....please please please please we just want the car that we ordered for immediate delivery on the 13th May.
Ah, okay, if you can’t get it to us, you will lend us a loan car...not ideal. We aren’t far from weybridge I can get one from there. “Not sure we can do that, they are different”. Hmmmm....Unless I missed something Tesla is Tesla!
So we wait patiently today for a solution.....and yes, Tesla text arrives at 5.34pm...a loan car is available for us to collect from Heathrow at 3pm tomorrow. Hmmmm let me just check that I had nothing else planned to work around you Tesla....I always wanted to drive to Heathrow to collect a loan car that I didn’t want...
So my question to you all...do I just give in and go...spend 3 hours out of my working day, to collect a loan car, or should I despite being a very loyal Tesla customer stand my ground and say Tesla this simply isn’t good enough.