Staggering amount of issues found at/after delivery. Considering returning the car.

[MXWing]

As I said earlier, Tesla has constraints they need to work off of and quality ends up getting sacrificed.

Best practice is focus on quality/accuracy and speed comes with time.

Prioritize speed and quality/accuracy diminishes.

Tesla is pressured internally to show a profitable Q3. This means high volume delivery and low capex.

Owners pressure Tesla to deliver their car in 2018 to maximize their tax credits.

These factors together is a recipe for frustration.

The only real hole I see is not having a customer service czar that just keeps fighting to minimize issues and make as many people happy as possible.

Edit: I did a car swap into a Volt just now and I thought something was wrong. Car was lethargic and heavy. I was wondering if the parking brake was on or if the car was out of gear, motor problem etc. No issue - other than it’s not a Model 3.

 

[Spy021]

Let's not overreact, as if warning needs to be issued to people taking delivery. This amount of problems is concerning but it's not widespread. One or two of them is common. You're not buying a BMW when it comes to fit and finish (not that BMW don't have other problems). Tesla's a toddler still in diapers compared to a company making cars for over a century (and mostly based on last centuries technology).

Our charge port looked just like that but neither of us noticed it to be an issue until later, when I saw one that fit flush, and I mentioned it to Tesla who replaced it in my office parking lot while I worked. BMW never did that. Problems do happen and I feel bad for the OP. That's a reason for this forum -- to come here and get support -- and to keep Tesla's feet to the flames if this becomes something we need to issues warnings about if widespread. But we shouldn't cast one person's problems over the entire fleet. We need to look overall...

Car Brands Ranked by Owner Satisfaction

I wasn't implying that the OP's problems were typical. On the contrary, most of the metrics I see regarding delivery satisfaction have indicated it to be an overall positive, even if the forums tend to be flooded with stories that state otherwise. My statement was directed at the OPs specific situation, which seems to have become a sh!t show. Additionally, the feedback in the thread reaffirmed that buyers can wait to sign paperwork after the inspection is helpful information.

 

[Dnssup]

I see. Thanks for the info! I'll be anxiously waiting for your report.

Not to discount OP’s experience in any way, but I just returned from Cleveland Lyndhurst for my AWD delivery. They were nothing but professional, the car was delivered outdoors charged to 90% with no paint or fit issues. There were some tree droppings on the car, but everything rubbed off immediately and I didn’t see point in starting issue with that. I didn’t bring a checklist, but went over it thoroughly. The delivery specialist didn’t fight for a second when I asked to see the car before making the ACH deposit.

To others going to this SC, keep your eyes out, but no need to expect disaster.

 

[MXWing]

Not to discount OP’s experience in any way, but I just returned from Cleveland Lyndhurst for my AWD delivery. They were nothing but professional, the car was delivered outdoors charged to 90% with no paint or fit issues. There were some tree droppings on the car, but everything rubbed off immediately and I didn’t see point in starting issue with that. I didn’t bring a checklist, but went over it thoroughly. The delivery specialist didn’t fight for a second when I asked to see the car before making the ACH deposit.

To others going to this SC, keep your eyes out, but no need to expect disaster.

Oh man.. wish you were able to ask about OPs issue but I understand the focus and excitement of your baby.

I’m asked to accompany deliveries as I am impartial and not excited like the owner.

I would say a good thing in general is to keep in mind owners that have issues and if others are lobbying on their behalf it will help with resolution.

 

[fnce_prof]

A quick update: Didn't drive to Cleveland yesterday because I was assured by a delivery manager (different guy than the ones I've been talking to at the SC) that I would be perfectly within the two day "return window" because I did indicate to multiple parties within Tesla of my intention to return and my intention to personally drive the car back. He in fact would put in the system that he advised me to keep the car. So I think (hope?) I should be fine if in the worse scenario I need to get my money back without replacing the car.

Said the higher-ups are still working on the potential options e.g. return & replace, return & refund, reimbursing the repair cost+some concessions, etc. I would be able to have the full menu of options to decide on how to proceed next week.

 

[fnce_prof]

Not to discount OP’s experience in any way, but I just returned from Cleveland Lyndhurst for my AWD delivery. They were nothing but professional, the car was delivered outdoors charged to 90% with no paint or fit issues. There were some tree droppings on the car, but everything rubbed off immediately and I didn’t see point in starting issue with that. I didn’t bring a checklist, but went over it thoroughly. The delivery specialist didn’t fight for a second when I asked to see the car before making the ACH deposit.

To others going to this SC, keep your eyes out, but no need to expect disaster.

Glad you had a good experience there. I'm sure there are good staff over there (the new manager that I've been working with on the return process is much better and more responsive) but they def. have some bad apples among their low-level staff. I'm gonna follow up with the executive team to see what could be done with their attitude and the sheer amount of misleading information given.

Also you might want to take a close look at the paint for signs of over buffing. I would check the plastic trims and areas around the lights as well. I literally had those all over the car and it strongly suggests that the detailing "staff" there are complete idiots.

 

[MXWing]

A quick update: Didn't drive to Cleveland yesterday because I was assured by a delivery manager (different guy than the ones I've been talking to at the SC) that I would be perfectly within the two day "return window" because I did indicate to multiple parties within Tesla of my intention to return and my intention to personally drive the car back. He in fact would put in the system that he advised me to keep the car. So I think (hope?) I should be fine if in the worse scenario I need to get my money back without replacing the car.

Said the higher-ups are still working on the potential options e.g. return & replace, return & refund, reimbursing the repair cost+some concessions, etc. I would be able to have the full menu of options to decide on how to proceed next week.

Wonderful news given the severity of the situation. You are already winning if higher ups are involved.

My advice is to request a replacement with AWD and red paint and at the June 26th Prices. Pay difference if needed.

 

[beachbum77]

Tesla wanted to go private so it wouldn't need to achieve immediate profitability. It is what it is. Tesla has to shove out as many cars as they possibly can Q3 and Q4 not only for their sake but those who want the maximum credit.

Tesla already burns $9,000 per minute. I am sure if they want to burn $12,000 they can get more people, more centers, and better quality people. Where does the extra $3,000 per minute come from? You can complain.. but can you offer a solution?

Yes. Slow down and get things right. If Musk had not opened his mouth about Q3 AND Q4 profits along with positive FCF forever, they could have ramped slower while growing the support staff along the way. But no. In typical Musk fashion, he goes off the rails with his nonsensical forecasts. Ultimately the shareholders may pay the price for this reckless behavior.

Many saw the delivery bottleneck coming months ago and were ridiculed for our comments. At its worst, we are hearing of employees lying to customers demanding payment before seeing and inspecting their cars. There is not a single law on the books to back that up. In fact much the opposite. Consumer protection laws along with dealer laws forbid such activity. Allowing Tesla to circumvent these dealer rules is going to come back to bite everyone. Certain cities and states that do not allow Tesla to collect money and process sales are going to find themselves targets of litigation as that has forced prepayments for residents of states like Texas. It is a common fact that once payments pass from buyer to seller, all leverage is exhausted.

If Tesla does not get their act together quickly, they could see their ability to sell cars in states rescinded, and become forced to operate under dealer laws, which as we are seeing might not be such a bad thing.

 

[MXWing]

Yes. Slow down and get things right. If Musk had not opened his mouth about Q3 AND Q4 profits along with positive FCF forever, they could have ramped slower while growing the support staff along the way. But no. In typical Musk fashion, he goes off the rails with his nonsensical forecasts. Ultimately the shareholders may pay the price for this reckless behavior.

Many saw the delivery bottleneck coming months ago and were ridiculed for our comments. At its worst, we are hearing of employees lying to customers demanding payment before seeing and inspecting their cars. There is not a single law on the books to back that up. In fact much the opposite. Consumer protection laws along with dealer laws forbid such activity. Allowing Tesla to circumvent these dealer rules is going to come back to bite everyone. Certain cities and states that do not allow Tesla to collect money and process sales are going to find themselves targets of litigation as that has forced prepayments for residents of states like Texas. It is a common fact that once payments pass from buyer to seller, all leverage is exhausted.

If Tesla does not get their act together quickly, they could see their ability to sell cars in states rescinded, and become forced to operate under dealer laws, which as we are seeing might not be such a bad thing.

It’s not only TSLA that desires a profitable Q3/Q4 but also the customers. They are anxious to get their cars on time before end of year.

I think you are spreading FUD when you say Tesla refuses to show people cars without payment. Texas situation is Texas anti competition laws specific to that state. They should be sued for violating interstete commerce laws. Tesla has no need nor do I sense the malice to try and rob people.

Tesla sells out their entire 3 inventory by end of year. I present the case here:

https://teslamotorsclub.com/tmc/threads/psa-model-3-ordering-only-gets-worse-not-better-as-we-approach-end-of-year.128916/

The best mix for Tesla is to focus on fewer, higher margin deliveries. Those whose didn’t get a car will not be happy. Tesla is damned if they do, damned if they don’t.

Musk is his own worst enemy sometimes but that’s the way it is. I would say short term stock holders/shorters and short term option holders can be blown out on any given week. This applies if you are bull or bear.

Tesla’s long term story is intact in my opinion. While I am a bull I have my own reasonings why I believe the company will do great.

They make products people want and have very difficult to overcome moats.

Even if they are negative EPS, Tesla’s top line is exploding YoY. Doesn’t matter if F has better bottom line if the top line is flat.

Reminds me, I need to sell some LEAP puts on Monday. Would you like to buy them?

 

[beachbum77]

It’s not only TSLA that desires a profitable Q3/Q4 but also the customers. They are anxious to get their cars on time before end of year.

I think you are spreading FUD when you say Tesla refuses to show people cars without payment. Texas situation is Texas anti competition laws specific to that state. They should be sued for violating interstete commerce laws.

The best mix for Tesla is to focus on fewer, higher margin deliveries. Those whose didn’t get a car will not be happy. Tesla is damned if they do, damned if they don’t.

Musk is his own worst enemy sometimes but that’s the way it is. I would say short term stock holders/shooters and short term option holders can be blown out on any given week. This applies if you are bull or bear.

Tesla’s long term story is intact in my opinion. While I am a bull I have my own reasonings why I believe the company will do great.

They make products people want and have very difficult to overcome moats.

Even if they are negative EPS, Tesla’s top line is exploding YoY.

Reminds me, I need to sell some LEAP puts on Monday. Would you like to buy them?

LOL... I will pass on the LEAPS, thanks.

While I agree Tesla is prioritizing higher priced cars, that is a horrible way to treat long-time reservation holders just because they are not interested in paying $8k for EAP and FSD.

Not spreading FUD at all. The practice is all over the threads here on TMC. Why buyers are caving to the pressure is unknown. But we both know once you hand over the funds all leverage is gone. Read the reports from any delivery center thread you choose. Nine times out of ten people are greeted, led to do paperwork, THEN taken to see their cars. It is an old tactic dating back long ago. By handing over funds, psychologically a buyer has accepted ownership and becomes much easier to deal with if issues arise. I have only read of one person who handed over a cashiers check, then refused the car and asked for (and received) his check back. Tesla had no choice but to give it back. But others are told Tesla will just apply the funds to the next car. And then they are "surprised" when they do not hear from Tesla right away on another VIN.

 

[neroden]

They did tell me that there "might" be some leeway w.r.t. when the car needs to be returned because I did send emails to everybody loud and clear about my intention to return on the same day. But not taking any chances. If no follow up by say later this afternoon I'll drive there myself. The issue is that no one at Tesla has any clarity about that return policy--it's as if somebody cooked up the idea in an office cubicle then bam announced it to the public. No one knows any detail about this at all. But I still doubt Tesla is willing to risk their reputation on this over one customer and the car will be returned.

About the form vs. function: it does drive very well (except that weird rattle which I assume is an easy fix).

Don't assume it's an easy fix. They'll have to rip a lot of stuff apart just to get to the rattle, and who knows what else they're going to damage while doing so. That and the cracks in the glass are decisive, IMHO -- I might have accepted the paint and headliner damage because I'm *really* not picky about appearance, but you have cracks in your glass and a mysterious rattle -- this is no good. The glass crack which is expanding will make the car unsafe to drive quite quickly.

 

[neroden]

Not to discount OP’s experience in any way, but I just returned from Cleveland Lyndhurst for my AWD delivery. They were nothing but professional, the car was delivered outdoors charged to 90% with no paint or fit issues. There were some tree droppings on the car, but everything rubbed off immediately and I didn’t see point in starting issue with that. I didn’t bring a checklist, but went over it thoroughly. The delivery specialist didn’t fight for a second when I asked to see the car before making the ACH deposit.

To others going to this SC, keep your eyes out, but no need to expect disaster.

The evidence seems to be that 95% of deliveries go smoothly, if not more.

The problem is that Tesla doesn't have a functional procedure for handling the other 5%. Most companies have a sort of "escalation specialist" at each location who deals with out-of-the-ordinary problems, and Tesla doesn't seem to have developed that.

 

[neroden]

A quick update: Didn't drive to Cleveland yesterday because I was assured by a delivery manager (different guy than the ones I've been talking to at the SC) that I would be perfectly within the two day "return window" because I did indicate to multiple parties within Tesla of my intention to return and my intention to personally drive the car back. He in fact would put in the system that he advised me to keep the car. So I think (hope?) I should be fine if in the worse scenario I need to get my money back without replacing the car.

Said the higher-ups are still working on the potential options e.g. return & replace, return & refund, reimbursing the repair cost+some concessions, etc. I would be able to have the full menu of options to decide on how to proceed next week.

The car they gave you is such a mess that I would absolutely request a replacement; I would not even consider repairs. At the very least, a replacement car would probably have fully intact glass and no rattle. Tesla can repair this car, but it's going to take a *long time* to fix everything on this car. You will get a new car a lot faster than that.

 

[Vince C.]

Not to discount OP’s experience in any way, but I just returned from Cleveland Lyndhurst for my AWD delivery. They were nothing but professional, the car was delivered outdoors charged to 90% with no paint or fit issues. There were some tree droppings on the car, but everything rubbed off immediately and I didn’t see point in starting issue with that. I didn’t bring a checklist, but went over it thoroughly. The delivery specialist didn’t fight for a second when I asked to see the car before making the ACH deposit.

To others going to this SC, keep your eyes out, but no need to expect disaster.

Thanks for the update and congrats on the car! I’ll definitely keep an eye out here for further reports. I’m still slightly torn just because I’ve never been to the Cleveland SC and my 2 experiences at the Columbus one have been so positive. I think the comment about it not being a Model X and to deal with the flaws bothers me the most

Have you done everything through Cleveland and when was your order/config?

 

[Goatdan]

To the OP, I'm glad it seems that cooler heads prevailed. When you had originally said that you were going to post all the videos about the car on Youtube, I think that once you start doing things like that it makes it more difficult to get everyone to listen. It's better to threaten to do that if you need to, and allow them to come to a positive resolution for all parties.

In your case, I expect that the resolution will be that they will offer to take back the car and swap it or do a extensive rework and throw in some bonuses. Keep us updated!

 

[trayloader]

It might be that their "5min. turnover policy" has nothing to do with solving the "delivery hell", but overrunning the end customer before anyone spots the shoddy end control. What I hated about car rentals is now beginning to get the norm at our favorite automaker.

 

[Dexterryu]

Thanks for the update and congrats on the car! I’ll definitely keep an eye out here for further reports. I’m still slightly torn just because I’ve never been to the Cleveland SC and my 2 experiences at the Columbus one have been so positive. I think the comment about it not being a Model X and to deal with the flaws bothers me the most

Have you done everything through Cleveland and when was your order/config?

I've been to the Cleveland Store/SC several times and have been treated very well through my test drive of a model S and communications with the staff through my reservation / order, etc... Since I don't have a car yet, I can't speak for the SC. Still waiting to hear on my AWD delivery date but I will definitely be sure to update this thread with my experience.

It might be that their "5min. turnover policy" has nothing to do with solving the "delivery hell", but overrunning the end customer before anyone spots the shoddy end control. What I hated about car rentals is now beginning to get the norm at our favorite automaker.

I don't think this is an issue in Cleveland. Simply not that busy of a store/SC. It may have been that particular day but they definitely don't have regular demand to crank out deliveries at that rate.

 

[dsvick]

...I just returned from Cleveland Lyndhurst for my AWD delivery. They were nothing but professional, the car was delivered outdoors charged to 90% with no paint or fit issues.

To others going to this SC, keep your eyes out, but no need to expect disaster.

Glad you had a good experience there. I'm sure there are good staff over there (the new manager that I've been working with on the return process is much better and more responsive) but they def. have some bad apples among their low-level staff.

I've been to that showroom/service center a couple times myself and have had a great experience both times. Granted, both times were test drives, not a delivery, but the staff was helpful, nice, and professional. I'm sure there is a bit of turnover at their locations so hopefully the people the OP had to deal with were new and are getting the needed training or are/will not longer be there.

 

[Dnssup]

Have you done everything through Cleveland and when was your order/config?

Only contact with Cleveland SC before delivery was them calling to ask if I wanted to move my appointment 30 minutes later to a “group delivery” which they assured me would still give plenty of time (if not more than normal) for inspection. I agreed and it was just me and a guy who was buying a P3D+ for his teenage son. My config: res 3/31/16 online, order 6/14 white ext black int AWD aeros EAP.

I really just wanted to post my experience so others using the Cleveland center didn’t go in with the intense feeling of dread I did after reading this thread. In every stage I’ve found people that were useless but when you find someone who is helpful they go above and beyond to make everything a good experience. Best of luck, OP.

 

[Chris Fox]

They can take yours back and give you a new perfect one. Then Tesla can fix it and turn it into a demo car. In a year or 2 they can sell it at moderate discount. Everyone is happy