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Terrible delivery service at Tesla Hong Kong

Discussion in 'Model X: Ordering, Production, Delivery' started by thomastse, Mar 10, 2017.

  1. thomastse

    thomastse New Member

    Joined:
    Oct 21, 2016
    Messages:
    4
    Location:
    Hong Kong
    I scheduled my delivery at 3pm 9 May. I have waited 3+ hours till 6pm for my new model X and finally they told me it is being repaired and cannot provide an estimated delivery date.

    I was being left out in the service centre. I got to communicate with many staff to understand why my car was broken down. No one updated me the progress and I got to asked many times to get an answer. They just asked me to keep waiting. After 3 hours, no ETA can be provided. The delivery manager said they provide a taxi for me to go home. Until I request for a loaner then they provided me a model S loaner.

    Here are the reasons they provided in chronological order:

    9 May
    1. The car cannot reboot itself and need a software update.
    2. The 17” monitor display broken, got to be replaced, parts available locally and can be fixed in 1 to 2 days.

    10 May
    3. At 10am, I called delivery manage for an update. He told source of the problem still not found, I requested an update at 3pm.
    4. At 3pm, the delivery manager finally called and said the car’s computer will need to be replaced. They ordered parts from US and will take 1 to 2 weeks. I asked how about the monitor, which computer or MCU? The delivery manager has no clue and I asked to speak to service technician directly, he denied my request.
    5. At around 8pm, it is finally confirmed only MCU will be replaced and these are only parts ordered from the US.

    To get these answers, I have called 10+ times. Both delivery specialist and delivery manager did not take my call most of the time. I left voicemail and voice mail full. I called another Tesla staff phone number in order to reach them to have a conversation.

    It’s been a terrible experience, I have been actively chased Tesla for my car status update while there’s lack of communication within Tesla and with me. The service provided was far below expectation. As a high tech company, diagnosis of a new car problem take days. There's seems to be no quality check prior to delivery. All these added up were my furstration with Tesla.
     
  2. thomastse

    thomastse New Member

    Joined:
    Oct 21, 2016
    Messages:
    4
    Location:
    Hong Kong
    Sorry for my English, The month should be March instead of May. How can I edit my thread?
     
  3. TesTaipei

    TesTaipei Tesla Ambassador to Taiwan!

    Joined:
    Sep 23, 2016
    Messages:
    69
    Location:
    Taipei
    That's awful. Sorry to hear that. Tesla taiwan has been horrible too - it's unfortunately under the same management.

    I love my tesla. I think as a company it's great too. But I really think tesla in asia is horrible.
     
  4. Desmond

    Desmond Member

    Joined:
    May 13, 2016
    Messages:
    5
    Location:
    Hong Kong
    Hong Kong Tesla has no respect to their customers. I have a similar experience but feel quite lucky comparing with your happening. My pick up date was arranged on 10 March. But this "delivery specialist" has either made a big mistake or forgot my car. I traveled from the south of Hong Kong island to Chuen Wan and arrived at 1100, listened to the introduction for 20 mins. Then saw everyone collecting their car. Then at 1215, the delivery specialist came over and said my car is not ready. I have to wait until Mar 12 which they delivered the car to my home. It was a very bad experience. Then on March 13, I noticed the car has no air condition. I contacted the technical hotline for 3 times but the service center still has not call me to arrange a check up. I called the service center for 3 days now. There was no answering and no call back. Will give update when I have some feedback.
     

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