Let me start by saying I have been a huge Tesla fan and supporter, an early Model 3 reservation holder, and my family owns a Model X P100D. I am as excited as everyone here to get into a Model 3.
3 weeks ago I got the email we have all been waiting for... my Model 3 is ready! A VIN was assigned, appointment made, my wife and I both took the day off of work and got excited to go pick up our new car. (Pearl white, Performance, cash buyer)
With less than 2 days to go I emailed to confirm delivery, and quickly got a call back: my car was not ready. Apparently there was a major issue with the battery, the car would not start, and my delivery adviser would locate a new car. I was very disappointed, but understood that the crew at Tesla is working hard and these things can happen.
Fast forward several days, I received an email from a new Inside Sales rep to reschedule for delivery the next week. No acknowledgement of the previous issue, fine. I was offered a variety of appointment times, and scheduled for the following Friday. Same drill - my wife and I made accommodations to take the day off of work. I was more cautious this time, wanting to confirm with the new Sales Rep when a VIN had not been assigned the week of the delivery. She did not return calls or emails for several days. Finally I was 2 days out again with no email, calls, or VIN - I called the general customer support line. After waiting for 30 minutes, I was told everything was totally fine on Tesla's end. I asked why I couldn't get in contact with the Sales Rep, and received a short email after the call that everything is on track for Friday. Less than 48 hours to go - I was assured Tesla had it under control.
The next evening I received an email that a car has not been assigned, and a delivery tomorrow would not be possible. Less than 24 hours away - Tesla has canceled my appointment again with little explanation. How is this possible? I understand that mistakes happen - but why did Tesla reach out to schedule again if a car was not available? My Sales Rep was unable to provide any escalation point, a concession or compensation of any kind, or a plan of action beyond trying to schedule me again for Tuesday (again with no specific car assigned).
Is there any escalation path, or way to get help from Tesla?
I totally understand there are lots of people in queue to get their cars, but when they schedule you for an appointment it creates a high expectation. Today it really feels like Tesla does not care about me and my family as customers. This is a nightmare that no one wants after eagerly watching the development of the model 3, and waiting for a car for so long.
3 weeks ago I got the email we have all been waiting for... my Model 3 is ready! A VIN was assigned, appointment made, my wife and I both took the day off of work and got excited to go pick up our new car. (Pearl white, Performance, cash buyer)
With less than 2 days to go I emailed to confirm delivery, and quickly got a call back: my car was not ready. Apparently there was a major issue with the battery, the car would not start, and my delivery adviser would locate a new car. I was very disappointed, but understood that the crew at Tesla is working hard and these things can happen.
Fast forward several days, I received an email from a new Inside Sales rep to reschedule for delivery the next week. No acknowledgement of the previous issue, fine. I was offered a variety of appointment times, and scheduled for the following Friday. Same drill - my wife and I made accommodations to take the day off of work. I was more cautious this time, wanting to confirm with the new Sales Rep when a VIN had not been assigned the week of the delivery. She did not return calls or emails for several days. Finally I was 2 days out again with no email, calls, or VIN - I called the general customer support line. After waiting for 30 minutes, I was told everything was totally fine on Tesla's end. I asked why I couldn't get in contact with the Sales Rep, and received a short email after the call that everything is on track for Friday. Less than 48 hours to go - I was assured Tesla had it under control.
The next evening I received an email that a car has not been assigned, and a delivery tomorrow would not be possible. Less than 24 hours away - Tesla has canceled my appointment again with little explanation. How is this possible? I understand that mistakes happen - but why did Tesla reach out to schedule again if a car was not available? My Sales Rep was unable to provide any escalation point, a concession or compensation of any kind, or a plan of action beyond trying to schedule me again for Tuesday (again with no specific car assigned).
Is there any escalation path, or way to get help from Tesla?
I totally understand there are lots of people in queue to get their cars, but when they schedule you for an appointment it creates a high expectation. Today it really feels like Tesla does not care about me and my family as customers. This is a nightmare that no one wants after eagerly watching the development of the model 3, and waiting for a car for so long.