Tesla Delivery experience lacking in customer service

[Cladbolg]

Hi, I picked up a model s plaid ultra red today. Ordered May 23, 2023. Got a VIN assigned about a week later and delivery scheduled for June 11. Locked in financing earlier at 3.99%. Tesla then dropped inventory pricing by $5,000. I saw a vehicle in inventory that had the exact same specs minus the yoke. Called Tesla to change my VIN to the inventory car which after some investigation on their part regarding whether I would get the discounted price and keep 3.99% financing, they were able to assign me to the inventory VIN.

Early today I got a message about pick up. Ubered to the Tesla dealership. Walked around until I found the car. It had a card with my name and pick up time on it. Walked around did inspection then had to accept delivery on the app to get inside and inspect interior. Build quality was great with no issues. The screen cover on the main screen was dirty but i peeled that off and screen itself was perfect. Then drove off in the new ride.

What blew my mind was on a $120k vehicle I had 0 contact with a SA on delivery. Not even a welcome let me walk you to your car and show you stuff. Actually since I ordered online I had 0 contact with anyone at tesla except text messages reminding me to proceed with steps in the app and the phone call I made to get new VIN assigned. Good thing Tesla makes amazing vehicles because the customer service experience leaves a lot to be desired. Very happy with the car. Coming from a BMW M8 I do miss the customer service. It was never great but this seemed to have deteriorated even more since I picked up my MXP on June 9, 2022. What are your thoughts?

 

[aerodyne]

Hi, I picked up a model s plaid ultra red today. Ordered May 23, 2023. Got a VIN assigned about a week later and delivery scheduled for June 11. Locked in financing earlier at 3.99%. Tesla then dropped inventory pricing by $5,000. I saw a vehicle in inventory that had the exact same specs minus the yoke. Called Tesla to change my VIN to the inventory car which after some investigation on their part regarding whether I would get the discounted price and keep 3.99% financing, they were able to assign me to the inventory VIN.

Early today I got a message about pick up. Ubered to the Tesla dealership. Walked around until I found the car. It had a card with my name and pick up time on it. Walked around did inspection then had to accept delivery on the app to get inside and inspect interior. Build quality was great with no issues. The screen cover on the main screen was dirty but i peeled that off and screen itself was perfect. Then drove off in the new ride.

What blew my mind was on a $120k vehicle I had 0 contact with a SA on delivery. Not even a welcome let me walk you to your car and show you stuff. Actually since I ordered online I had 0 contact with anyone at tesla except text messages reminding me to proceed with steps in the app and the phone call I made to get new VIN assigned. Good thing Tesla makes amazing vehicles because the customer service experience leaves a lot to be desired. Very happy with the car. Coming from a BMW M8 I do miss the customer service. It was never great but this seemed to have deteriorated even more since I picked up my MXP on June 9, 2022. What are your thoughts?

Yes...welcome to Tesla. May you never have a need for Service. It will make your delivery experience look good by comparison.

 

[Patrick W]

I'm always saddened when I hear stories like this. When I got my first S back in 2015 is was a much different world. It was still illegal to sell Teslas here in Utah so not many were being sold (everything other than delivery had to be done with folks in California). So when mine arrived things at the store were so slow that a local person spent over an hour with me in the car after closing answering my many questions. Now with the way things are I have been known to hang around the Tesla store and act as an volunteer "helper" and spend lots of time with new first time EV buyers. It's a fun experience that I recommend others doing if they can.

 

[fholbert]

Hi, I picked up a model s plaid ultra red today. Ordered May 23, 2023. Got a VIN assigned about a week later and delivery scheduled for June 11. Locked in financing earlier at 3.99%. Tesla then dropped inventory pricing by $5,000. I saw a vehicle in inventory that had the exact same specs minus the yoke. Called Tesla to change my VIN to the inventory car which after some investigation on their part regarding whether I would get the discounted price and keep 3.99% financing, they were able to assign me to the inventory VIN.

Early today I got a message about pick up. Ubered to the Tesla dealership. Walked around until I found the car. It had a card with my name and pick up time on it. Walked around did inspection then had to accept delivery on the app to get inside and inspect interior. Build quality was great with no issues. The screen cover on the main screen was dirty but i peeled that off and screen itself was perfect. Then drove off in the new ride.

What blew my mind was on a $120k vehicle I had 0 contact with a SA on delivery. Not even a welcome let me walk you to your car and show you stuff. Actually since I ordered online I had 0 contact with anyone at tesla except text messages reminding me to proceed with steps in the app and the phone call I made to get new VIN assigned. Good thing Tesla makes amazing vehicles because the customer service experience leaves a lot to be desired. Very happy with the car. Coming from a BMW M8 I do miss the customer service. It was never great but this seemed to have deteriorated even more since I picked up my MXP on June 9, 2022. What are your thoughts?

How did you get your black key cards?

 

[Mercimek]

I’ve had nothing but positive experiences with service. They’re fast and convenient, with good communication (this is in the greater Toronto area). I’ve had all of my services done in my workplace parking lot. Much better than dropping it off.

I do agree with delivery experience. I hope one day they will have the same type of feel as picking up a brand new bmw from the showroom. That’s a pretty special experience in comparison.

 

[Cladbolg]

How did you get your black key cards?

Yes they were inside the car lol.

 

[uscbucsfan]

I think many would describe your experience as perfect. People that work at Tesla know very little about the car. The fact you were able to buy/pick up the car and had no issues without having to work with a "sales person" is exactly the goal Tesla has.

 

[mjwojtukiewicz]

Hi, I picked up a model s plaid ultra red today. Ordered May 23, 2023. Got a VIN assigned about a week later and delivery scheduled for June 11. Locked in financing earlier at 3.99%. Tesla then dropped inventory pricing by $5,000. I saw a vehicle in inventory that had the exact same specs minus the yoke. Called Tesla to change my VIN to the inventory car which after some investigation on their part regarding whether I would get the discounted price and keep 3.99% financing, they were able to assign me to the inventory VIN.

Early today I got a message about pick up. Ubered to the Tesla dealership. Walked around until I found the car. It had a card with my name and pick up time on it. Walked around did inspection then had to accept delivery on the app to get inside and inspect interior. Build quality was great with no issues. The screen cover on the main screen was dirty but i peeled that off and screen itself was perfect. Then drove off in the new ride.

What blew my mind was on a $120k vehicle I had 0 contact with a SA on delivery. Not even a welcome let me walk you to your car and show you stuff. Actually since I ordered online I had 0 contact with anyone at tesla except text messages reminding me to proceed with steps in the app and the phone call I made to get new VIN assigned. Good thing Tesla makes amazing vehicles because the customer service experience leaves a lot to be desired. Very happy with the car. Coming from a BMW M8 I do miss the customer service. It was never great but this seemed to have deteriorated even more since I picked up my MXP on June 9, 2022. What are your thoughts?

Hey, they used to deliver it straight to your house. They did mine in March 2019. No more, too many deliveries, not enough people

 

[uscbucsfan]

Hey, they used to deliver it straight to your house. They did mine in March 2019. No more, too many deliveries, not enough people

That was only in certain areas, it was never everywhere, but they still do sometimes.

 

[mjwojtukiewicz]

That was only in certain areas, it was never everywhere, but they still do sometimes.

Well, I DO live within 10 miles of service center. BUT someone I know bought a 120K model S and was within 20 miles of where the car was and they didn't deliver

 

[eskudo12791]

Did you go into the building and ask for assistance, or just wandered the lot and are upset that nobody came out and hounded you? Read a review of my local dealer recently that nobody came out into the lot and greeted them, I would rather approach someone when I need help than be hounded on the lot

 

[mjwojtukiewicz]

Did you go into the building and ask for assistance, or just wandered the lot and are upset that nobody came out and hounded you? Read a review of my local dealer recently that nobody came out into the lot and greeted them, I would rather approach someone when I need help than be hounded on the lot

FIrst, it was not me, it was an acquaintance and he just dropped over 100K and they said here's your keys, bye. And this car had the yoke, no showing you how to work it etc. Where I live (Long Island) there are MANY Teslas on the road, 3 service centers and about 15-20 super charging sites from Brooklyn to Montauk

 

[eskudo12791]

FIrst, it was not me, it was an acquaintance and he just dropped over 100K and they said here's your keys, bye. And this car had the yoke, no showing you how to work it etc. Where I live (Long Island) there are MANY Teslas on the road, 3 service centers and about 15-20 super charging sites from Brooklyn to Montauk

My question was for the OP.

 

[WyoDude]

Hi, I picked up a model s plaid ultra red today. Ordered May 23, 2023. Got a VIN assigned about a week later and delivery scheduled for June 11. Locked in financing earlier at 3.99%. Tesla then dropped inventory pricing by $5,000. I saw a vehicle in inventory that had the exact same specs minus the yoke. Called Tesla to change my VIN to the inventory car which after some investigation on their part regarding whether I would get the discounted price and keep 3.99% financing, they were able to assign me to the inventory VIN.

Early today I got a message about pick up. Ubered to the Tesla dealership. Walked around until I found the car. It had a card with my name and pick up time on it. Walked around did inspection then had to accept delivery on the app to get inside and inspect interior. Build quality was great with no issues. The screen cover on the main screen was dirty but i peeled that off and screen itself was perfect. Then drove off in the new ride.

What blew my mind was on a $120k vehicle I had 0 contact with a SA on delivery. Not even a welcome let me walk you to your car and show you stuff. Actually since I ordered online I had 0 contact with anyone at tesla except text messages reminding me to proceed with steps in the app and the phone call I made to get new VIN assigned. Good thing Tesla makes amazing vehicles because the customer service experience leaves a lot to be desired. Very happy with the car. Coming from a BMW M8 I do miss the customer service. It was never great but this seemed to have deteriorated even more since I picked up my MXP on June 9, 2022. What are your thoughts?

Could you have flagged down someone and talked to them if you wanted?

 

[Mercimek]

I wonder if they could have the option to have a staff member present. Ie: when confirming delivery date/time, put and option to have staff member present during delivery. That will satisfy both people who don’t want to be hounded, and people who want the traditional stealership experience.

 

[bmah]

Hi, I picked up a model s plaid ultra red today. Ordered May 23, 2023. Got a VIN assigned about a week later and delivery scheduled for June 11. Locked in financing earlier at 3.99%. Tesla then dropped inventory pricing by $5,000. I saw a vehicle in inventory that had the exact same specs minus the yoke. Called Tesla to change my VIN to the inventory car which after some investigation on their part regarding whether I would get the discounted price and keep 3.99% financing, they were able to assign me to the inventory VIN.

Early today I got a message about pick up. Ubered to the Tesla dealership. Walked around until I found the car. It had a card with my name and pick up time on it. Walked around did inspection then had to accept delivery on the app to get inside and inspect interior. Build quality was great with no issues. The screen cover on the main screen was dirty but i peeled that off and screen itself was perfect. Then drove off in the new ride.

What blew my mind was on a $120k vehicle I had 0 contact with a SA on delivery. Not even a welcome let me walk you to your car and show you stuff. Actually since I ordered online I had 0 contact with anyone at tesla except text messages reminding me to proceed with steps in the app and the phone call I made to get new VIN assigned. Good thing Tesla makes amazing vehicles because the customer service experience leaves a lot to be desired. Very happy with the car. Coming from a BMW M8 I do miss the customer service. It was never great but this seemed to have deteriorated even more since I picked up my MXP on June 9, 2022. What are your thoughts?

When I picked up my Model S 85D in 2015 from the Fremont factory, it included a human being calling me to ask me when I wanted to come pick up my built-to-order car, on a day of my choosing. He asked if I could show up an hour earlier, so he could slot me and my family in for a factory tour (we of course did this). After the tour, we were escorted to a room inside the factory building where our car was waiting for us, and a delivery specialist who spent about 45 minutes going over different aspects of the car. Granted, he'd only been on the job a few weeks and most of the stuff he said, I knew already. We got handed a small amount of Tesla swag (couple of hats and leather keyfob holders).

Picking up my Long Range Model X in 2022, also from Fremont, started with me polling the Tesla app to find out (on the last day of the quarter) that I had to pick my car up within the next 12 hours or lose it. I wonder what would have happened if I wasn't so neurotic about checking. We arrived in the evening of the last-day-of-quarter chaos, and we had to hunt around the parking lot to find our car. Inside the building were a few dozen people trying to pick up their cars before midnight. There was a paperwork snafu that had to be re-done. The one saving grace was the delivery specialist (thanks Amy if you're reading this!), normally a salesperson in the Walnut Creek store, who actually went out to the car with us and helped set up a few things like keycards, phone keys, etc. Normally I'm very much of the "no thanks I'll figure this out myself" mindset, except it was 10PM by this point, we were tired and wanted to get home, and we'd just realized that Teslas in 2015 and 2022 have quite a few differences.

I would have been pretty upset if I hadn't read other people's delivery experiences here on TMC, and set expectations to be prepared for something very different from 2015. As it was, it was just depressing. But the car is great, so there's that.

Bruce.

 

[aerodyne]

^^^This. 4 out of 5 deliveries I have participated in sucked. The one that did not was in 2018.

 

[T3SLAROD]

Soon enough the car will drive to your home once you accept all agreements and send a check…..

 

[dmurphy]

Picked up my (gently used) Model S in February @ Mechanicsburg PA. Took a one-way flight to Mechanicsburg and drove it home (about 3 hours.)

Have to say, it was every bit as great as my 2 previous pickups at Paramus NJ.

Got to the lot, found the car with my name on it. Car was fully detailed out & unlocked. I could spend as much time looking it over as I wanted. Inside, outside, frunk, trunk, underneath, no problem at all.

Here's the card that was sitting on the dash, along with a clipboard on the console waiting for my signature on a few documents.

Signed the paperwork, brought it inside, met with my Advisor -- he processed the paperwork while I went back out to the car to play with the settings. He came out to attach the temporary plate and walk through the car with me... I didn't have any questions (kinda old hat by now) so -- I was off and on my way.

Really super process. Far exceeds any traditional dealership experience by a country mile.

I'm not saying the bad experiences don't exist -- of course they do -- but there ARE folks at Tesla who know how to do it right. Why they don't use our area as training grounds for the other sites, I'll never understand ...

 

[Alset2]

Which store did you pick up from?