Zzzz...
Member
How about using car internal GPS / 3G to show customer exact location of the car? A web page on the TM web site. Car is powered the moment it left assembly line, and that would lower number of inquires to DS/internal delivery team.
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Tesla is communicating better.
- Thread starter pilotSteve
- Start date
Arnold Panz
Model Sig 304, VIN 542
Nope, I don't think staffing for this was part of the calculations. Again, we know from their Sig pricing and dates on the MVPAs for Sigs that they expected a much smoother ramp up than they had/have. They are optimists at heart, which you need to be to be as successful as they've been, but their optimism in this case blinded them a bit to the possible pitfalls and downsides of anything less than a perfect ramp up of production, and left them completely flat-footed in their ability to deal with customers once the crap hit the fan.
They're trying their best, and this is why I have never blamed anyone but the top executives, because no one dealing day to day with customers is happy about the situation, but the company as a whole was/is just ill-equipped to deal with these issues right now. They are doing their best to fix it, I think, but it takes time, which is something they don't have right now. I expect by early next year the bugs will be fixed and it will be a much better user experience for customers. Of course, this is why the Sig premium was so inexcusable. because they left themselves no margin for error. But that's all in the past now, and we just have to hope their efforts to improve work.
I'm not sure I follow. The need enough DS positions for 400/week run rate. If they staff to that level, why would they have no cars to deliver in June?
And I echo Arnold's note. The DS folks seem to have been almost universally great individually. The problem was at the staff planning level, not the individual.
Well this isn't exactly the '70s anymore where lithographs, carbon copies, typewriters and snail mail ruled the day. It is the 21st century. The boats have cargo manifests. It doesn't take three days to access them. Furthermore, it isn't the first time Tesla has shipped cars to Hawaii. There are at least 7 Roadsters and at least one Model S which was delivered last month. If anything they should be getting better at this with the experience they've gained.
Well at this point I have mixed feelings about even talking to whoever I'm talking to (he's working with a delivery specialist but I don't know his title). If I reach out, I pretty much expect a delayed response and then even if I get a response, I'm not sure I'd put credence into it. I just don't want to set up another expectation and then be disappointed again.
contaygious
Active Member
I always get fast responses from delivery or ownership addresses personally. I think they are doing better.
Tesla is at the cutting edge and the bleeding edge. They had to operate as leanly as possible to surivive. At the same time it was an enormous undertaking. There have been forces working against them as well. Some do not want to see Tesla succeed so they had to hold things tight and close. I think they are are over the hump now.
I think that systems will be falling into place soon. We have been watching history in the making.
I think that systems will be falling into place soon. We have been watching history in the making.
Arnold Panz
Model Sig 304, VIN 542
While Tesla and those of us who have committed to the S financially over the past 3.5 years, bask in the glow of the MT COTY, I still think that much needs to be done to enhance communication. I'm one of the very early GP's, at P-83. I received my very exciting "window" email on October 10th asking for me to fill out the delivery information, and stating that, "your Model S will be ready for delivery between 10/28/2012 and 11/11/2012." This was from an "acting admin for the Delivery Experience Specialist responsible for delivering your Model S." A couple of weeks later I received a phone call informing me of the 2+ week delay over the original window. Since then I have received nada. I have sent emails, about weekly since, to the original "acting admin", and have received very pleasant responses, saying "Keep checking!", "I'll always keep you in the loop", "This is definitely the best way to get the most recent update!", "I'll do my absolute best to keep you in the loop!", "I'm sorry for your frustration, and Tesla will get you your VIN as soon as responsibly possible". I don't call this "communicating better." So here I sit on November 12, with no idea of when I might expect to have my car available. If it was to be 2 weeks after the end of my previous window, that would be the 25th, under 2 weeks from now. But I've yet to hear from a real DS.
So my vote goes for *not* communicating better.
So my vote goes for *not* communicating better.
Sorry Napabill, but I'm not following how the communication to you could be improved. You email the person responsible, they tell you there has been delay and no known ETA. You email again, they respond again.
How would you prefer the communication go if they really can't give you an estimate they'd stand behind?
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He made a few references to things being out of sequence. Took me a little while to grok, but I think he was making reference to the cars being delivered and even produced out of order. We still don't know why they are out of order, but there ya go.
He also referenced the current customers as being wonderfully patient under the circumstances, iirc.
How would you prefer the communication go if they really can't give you an estimate they'd stand behind?
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He made a few references to things being out of sequence. Took me a little while to grok, but I think he was making reference to the cars being delivered and even produced out of order. We still don't know why they are out of order, but there ya go.
He also referenced the current customers as being wonderfully patient under the circumstances, iirc.
You seem to have missed the point that all that communication existed only because I initiated it. There has been no reaching out. Had I remained silent, I have no doubt that I'd know nothing more than a telephone call I received almost a month ago.
Would I be right in noting that you have received your S? Would seem things look far rosier on the other side of the rainbow.
Would I be right in noting that you have received your S? Would seem things look far rosier on the other side of the rainbow.
NigelM
Recovering Member
I know how tough it is to wait, but in all honesty there are plenty of Signature cars that have not been delivered yet. Tesla have told you that they'll get your car to you as soon as they can and notify you of your VIN as soon as possible. Having waited so long myself I appreciate it's hard to accept that maybe they've given you the latest status but you want more. Hang in there; as you mentioned in another post life is definitely better post-delivery.
Norbert
TSLA will win
timdorr
Model S P90D w/AP3.0
It's clear they have no information for you, so you're being put down the priority list. And it's also pretty clear the current delivery staff is *very* under-manned. Therefore, I wouldn't expect much communication from them. However, given that you didn't let them communicate on their own (perhaps they learned to expect a weekly email from you, so now you're de-prioritized further), we don't know how they would react on their own. It's a self-fulfilling prophecy.
!!!Tin foil hat time!!!
Tesla's been pretty clear that they are planning to finish up all the Signatures before moving on to general production. What if the reason they're doing that isn't just because of a need to keep the reservations in order but because their delivery team is barely keeping their heads above water and doubling the delivery rate is just going to make that worse. There has been word they're hiring/training a new internal delivery team to compliment their existing delivery specialists. So, what if they're delaying GP deliveries while that team gets up to speed? If communication is already pretty spotty (though improving!), I don't really want to see how bad it is when the workload is 2x!
But keep in mind that's just my crazy conspiracy theory. I don't even fully believe it.
Tommy
Member
This thread started off as a positive thread about Tesla's better communication efforts and I looked forward reading about such efforts. However lately it has deteriorated into a thread to post complaints about delivery issues that should be posted here Model S Delivery Issues and Communication Concerns Certainly posters have a right to post, but not a right to hijack a thread that was intended to report positive experiences with Tesla. So can we leave the bad experience remarks on the other thread and leave this thread for positive experiences?
@Tommy - +1 yes that was and is my intention for this thread. I have not received EVERY kind of email I would like to (try, daily at minimum :wink
but that doesn't meet Tesla is not delivering good (and better than 60 days ago) communication to me.
We are pioneers. Someday it will all be 100% automated web generated emails and text messages. Cool.... bring it on for new reservation holders! But for us early pioneers I believe its worth recognizing when Tesla has made a quantum leap (IMO) as they did a while ago.
Now..... where my delivery confirm
but that doesn't meet Tesla is not delivering good (and better than 60 days ago) communication to me.We are pioneers. Someday it will all be 100% automated web generated emails and text messages. Cool.... bring it on for new reservation holders! But for us early pioneers I believe its worth recognizing when Tesla has made a quantum leap (IMO) as they did a while ago.
Now..... where my delivery confirm
Oh, indeed they do. And I also poked my delivery people a few times. Once it came down to actually getting the VIN, etc., they contacted me - they had new status and informed me rather than wait for one of my occasional emails.
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