Sales Follow-up

[NewTMSMan]

Just curious if anyone received any contact from Tesla, you sales person or the DS after you picked your car up. I have not been contacted at all regarding my experience, thanking me for the purchase or any follow-up to see if I am happy or if there are any issues. Very strange as with every car I have purchased I received some follow-up or some form of contact to ensure I was happy with the new car.

Anyone else?

 

[Pinot.Noir]

I received a follow up phone call from my DS about 3 weeks after delivery.

 

[NewTMSMan]

Ahhh, ok, may be I am not being patient enough, it's only been about 1 1/2 weeks for me

 

[DarkMatter]

I received contact from my OA. It might be inconsistent. That would be pretty normal for the Tesla sales organization.

 

[bmah]

I received contact from my OA. It might be inconsistent. That would be pretty normal for the Tesla sales organization.

Yep. It's going to vary depending on which Store / Service Center you ordered from.

I didn't officially get any contact from my OA, but I ran into him at the Store he worked at several times after taking delivery and he asked how things were going. Never met my DS in person. I'm in the Tesla-saturated SF Bay Area though, so things might be different here and not representative of the experience in other parts of the country or world. Also I've had my car for over two years.

Bruce.

 

[stan23]

I got about 2 calls a week after delivery.

 

[Jbarnes]

glad to hear there is some type of follow up post delivery.

 

[mbhforum]

My post sales experience was AWFUL. Not only did I not get a follow up call or email from my DS, but I had to deal with Tesla messing up my cashier's check (see below link), them not sending my a keychain pouch (since my keys were attached to the key ring with a zip tie and they were "out" of the pouches). I also ran into my DS at the SC and didn't even get as much as "How's the car treating you?". Tesla's sales process leaves a lot to be desired.

I did get a survey but filled it out before any of my troubles started. Should have waited to fill it out a few weeks.

Bounced Check?!!

 

[DarkMatter]

Just had my second follow-up after service as well. Things seem to be a little rocky on the details, and unfortunately those matter at this price point for many people.

 

[EnjoyingLife]

No follow up it's been two weeks. I did run in to my OA casually asking how the car was. There was a survey and I didn't sugar coat anything. Take it however you want to take it Tesla. I doubt they'll read those...

 

[NewTMSMan]

Very interesting to read all of this, seems CX is not high on the Tesla priorities. The simple little things go a long way when dealing with customers, including a consistent experience. Another minor example is I saw many people getting some type of swag bag on delivery and key pouches, I got nothing at delivery (well other than the car ).

I wonder what the DS actually does as they typically are not responsive pre-delivery, my delivery (as well as others I have seen) was handled by another person, not my DS, and post delivery it seems they don't do anything either.

I am also surprised they don't have any forum presence here or on other forums, another easy thing to do that would improve CX. They have a lot of brand / product advocates (including me) because the product is good and differentiated, but that doesn't last (they should ask Apple) and then the CX and brand advocates are extremely important.

 

[Brian-MS90D]

For whatever it's worth, my experience was the best car purchase experience of my life. Perfect? No, of course not nothing is. Better? OMG yes. The Tesla experience has been far superior to past experiences.

Yes, I received two follow up's after delivery (one by email and one by phone).

 

[NewTMSMan]

For whatever it's worth, my experience was the best car purchase experience of my life. Perfect? No, of course not nothing is. Better? OMG yes. The Tesla experience has been far superior to past experiences.

Yes, I received two follow up's after delivery (one by email and one by phone).

Just curious, which aspects? As you can tell from my posts, this was probably one of my worst experiences (not completely terrible, but just no where near on par with Audi, BMW or even Chevrolet). Seems they have a broad range of CX and just wondering which aspects people find good. One thing I noted from other posts is people appreciated the ease of delivery with no upsell as part of the process, which makes sense for me, but wondering what else people found good?

 

[MurrayJimW]

No follow up call. No survey. No contact whatsoever with Tesla since my delivery on 06/16/2017 (with the exception of a tire problem on day 1 for which I contacted them and was told it was my problem). I don't really care, but feel fortunate the post delivery problems have been minimal. Interesting to read about keychain "pouches" on here though. Never seen such. No idea if there was something else I should have gotten that I didn't.

 

[Brian-MS90D]

Just curious, which aspects? As you can tell from my posts, this was probably one of my worst experiences (not completely terrible, but just no where near on par with Audi, BMW or even Chevrolet). Seems they have a broad range of CX and just wondering which aspects people find good. One thing I noted from other posts is people appreciated the ease of delivery with no upsell as part of the process, which makes sense for me, but wondering what else people found good?

I've always hated the traditional car purchase process that - in my opinion - is the complete opposite of customer service. Purchasing a vehicle is a very expensive purchase, but traditional dealerships treat the transaction like a flea market sale. All traditional dealerships in my experience of purchasing 7 ICE cars (2 Acura, 2 VW, 1 Jeep, 1 Honda, 1 Land Rover) in my lifetime do most of the following:

• Approach the interaction from a hostile position, with the main objective being selling me the car for the highest price possible.
• Have a process that intentionally creates a high stress, set deadline environment. There are a variety of tactics for this including requiring interaction with multiple identities who convey different stories (sales person, sales manager, credit paperwork person, credit manager).
• Intentionally obscure the financing and purchase price information.
• Employ unprofessional employees with little product knowledge (car salespeople don't exactly make a lot of money and they work bad hours).
• There are certainly worse tactics out there, but the above are what I've personally experienced each time. Not terrible, but certainly not pleasurable or what I would call customer service. More like wheel and deal.

The only exception to the above was when I purchased 2 VW's at the same time (one for my wife and one for me). The 2 VW's were my most recent purchase and I purchased 2 at once to minimize the car buying experience pain. The dealership experience when buying 2 cars at once was much closer to the Tesla experience, I assume because the dealership was happier with the deal. Of course, per Murphy's law those VW's ended up being dieselgate cars...

The Tesla experience was - to put it simply and in one sentence - like buying an iPhone from the Apple store. Pleasurable and it better fit the concept of "customer service."

 

[Hey_Hey]

I haven't taken delivery of my MS yet (I just placed my order on Wednesday), but it was a better experience than I have had in the past.

I've purchased or leased three cars since 2012. My first was a Nissan LEAF lease which actually pretty smooth. Their EV specialist worked with me and everything was streamlined. I was able to walk into the store, test drove a LEAF, and walked out of the store within two hours with a car (I did my homework prior to arrival). My second purchase was an Infiniti JX-35 for my wife that I special ordered. It took around 6 weeks to get delivery, but the negotiation process was painful. I got quotes from other dealers and threatened to buy elsewhere before they lowered their price. My last purchase was a Cadillac ELR lease three years ago that was painful as well because they had no idea what they were talking about. They didn't know about the sales incentives that GM was offering and it took over an hour for them to just confirm the sales price and monthly payment. Their service/maintenance department has been atrocious since then.

My Tesla experience has been low pressure and generally well informed. The only hiccup has been the understanding of the new cream interior. Most of the staff didn't know if the carpet was cream or black and they didn't have any high quality pictures or material samples. They did offer several times to get me into an inventory car in September (Q3) but once I mentioned that I wanted a late October or early november delivery they dropped that without any hesitation.

 

[MorrisonHiker]

Another minor example is I saw many people getting some type of swag bag on delivery and key pouches, I got nothing at delivery (well other than the car ).

I think they stopped the key pouches around June 2016. In that month they switched to delivering fobs with a rubber cover stretched around them.

They cut back on the swag bag around the beginning of 2017. We had deliveries in June and December of 2016 where we got a mug, a pen and an umbrella. At the March 2017 delivery, we didn't get any swag.

 

[DarkMatter]

Swag was stopped some time this year.

 

[Tesmotorfaqcom]

I didn't get any phone call from OA or DS but did get call from the service center asking about the experience.