Tesla Model 3 Customer Support

[runinshoes]

I was wondering if anyone else is having difficulty contacting their Inside Sales Advisor. I received a call about a week ago telling me that I was given a VIN # for my new model 3 and can schedule a delivery date. I returned the phone call and set up the delivery date with her. I also asked her if she could send me the final invoice for the car so that I could set up my third party financing with my credit union and she said that she would send it right away.

Unfortunately, that conversation happened over a week ago. I tried to call the Sales Advisor repeatedly through the week and sent an email for the request but still no reply. I decided to call the customer service hotline which kept me on hold for 45 minutes and spoke with another representative. He was very attentive and sensitive to the timeliness of the situation and told me that he or my Inside Sales Advisory would contact as soon as possible.

I guess my issue is that I have to pick up the car in less than a week and I still have not received a phone call back or an email. I really excited about the car but am now a bit leery about the customer service practices.

Is this common? I would love to get some helpful advice from someone.

 

[glide]

Tesla is the worst at everything outside of the final product they deliver. So yeah, I would say that is normal.

 

[marusan]

I've heard rave reviews about service and support from Model S/X owners. I'd be lying if I didn't say all these stories about terrible experience with ISAs, and getting no love on the phone when you say you're a Model 3 customer didn't concern me about what ownership is going to look like, especially if things go sour up front. Case in point, I've written delivery<at>tesla.com twice since I ordered to find out why my order agreement (MVPA) is so messed up (i.e., not even mentioning the model, tire upgrades, etc.). Nearly three weeks later, and still no response.

I have to admit that one of the reasons I went with the performance model was to buy a little cachet should I run into issues. Possibly foolish.

 

[ewoodrick]

Is recommend emailing your ISA, much less disruptive than phone calls.
You know what the price of the vehicle is going to be, add 1k plus tax tag and title for your area. Then get bank to approve for slightly more than that.
Two days in advance Your financing page should appear and that's when you get the final numbers and can get check from bank.
I'd hate to be a ISA right now, they have to be really busy, and every 30 minute phone call is 3 email customers they can't help.

This is one of the disadvantages of using third party banks

 

[FinallyGotMyM3]

Yes I had a hard time contacting the sales advisor. Whenever he emailed he missed some crucial details and then wouldn’t respond to emails.

I think they’re just super busy. I’m picking my car up tomorrow and finally got the final price and ability to pay today.

 

[paladinfello]

Email is the best way to get a hold of your ISA. In my case, mine got really sick and stopped responding for two weeks. New IDA picked up the case and got me setup for delivery.
Call the 888 and see if they can get you any information on your account. Person who picked up for me in the two week blackout was able to tell me that my original car was given away (already had a VIN) and my account was locked and would not get a new VIN assigned to it. She was able to unlock it and I was assigned a new VIN the next day. Car is now being delivered tomorrow. The original choke point for Tesla was manufacturing 3's, now the issue is not enough ISA's to process all the vehicles with the available inventory and the flood gates that have opened.
My credit union was able to cut me a check on the spot. All they needed was the final delivery documents from Tesla that you will sign electronically. Those documents are generated back at Tesal (not your ISA or so I was told). Might be worth it to check the spam folder for anything from Tesla, can't be too careful.

 

[Regenshire]

I am dealing with this right now. My ISA has never even spoken to me on the phone and has not provided her phone # so I could call her. I am supposed to take delivery on Tuesday (07/17) and I don't have my Final MVPA yet, which I need to provide to my lender so they can fund the transaction. I haven't received any sort of response from my ISA to my email asking for an update on the status of the MVPA.

I ended up calling the support # listed on my order delivery screen and after a 45 minute wait talked to a rep. He said he escalate my MVPA and I should receive it this weekend. I am still waiting for it and I am very nervous about it. This whole "you will not receive it until 72 to 48 hours before your appointment" thing is very frustrating and makes no sense. This should be an easy to streamline part of the process that should be driven by software that generates the docs almost automatically. I just don't understand why we have to wait on paperwork of all things.

I have to travel 300 miles just to pick up my model 3, and I have a flight and hotel room booked (combing some work meeting while I am there) so I am nervous I am going to get there and not be able to pick up my car and instead will have to scramble to get a plane ticket back home.

 

[streetskooler]

I contacted my ISA by email a few times and once by phone. He always got back to be fairly quickly and answered the one time I called. I guess it depends on your ISA and how busy they are

 

[Twiglett]

Depends on your ISA
Mine was outstanding. Always responded quickly and with all the information I needed.
Completely painless purchasing and delivery process.

 

[TahitiChris]

I had outstanding ISA. She contacted me 2 days after I ordered. The next day, I had my VIN and my delivery date. I picked up my Model 3 on schedule. My delivery specialist told me that he would provide me with copies of my purchase agreement. When he didn't, I sent an email to my ISA and she sent the copies within the hour. I chose to finance through Tesla. I knew it would not be the best interest rate I could get, but I also knew that I was likely to get a streamlined delivery that way. No problems. Great experience.

 

[RayK]

My ISA was on the ball as well, only having one instance of not following through on an action she said she would do; emailing me the final delivery confirmation which was 1 day before my appointment time. Yes, getting hold of her on the phone was more me leaving voicemails than her actually answering. Emails were responded to promptly, considering that the 5 days from order confirmation to delivery included the weekend. Wasn't worried too much as I figured the worst case would be that I'd go to the delivery center and the car or paperwork won't be ready. I live about 30 minutes from Fremont so it wouldn't be too much of a problem. However, everything went well at delivery, with the exception of me having to go back about a week later and get copies of all the paperwork. All I'm waiting for now is my registration and title.

 

[MikeR2k]

I have to travel 300 miles just to pick up my model 3, and I have a flight and hotel room booked (combing some work meeting while I am there) so I am nervous I am going to get there and not be able to pick up my car and instead will have to scramble to get a plane ticket back home.

I’m in the same boat except I’ve got an extra 45 miles to go I’m waiting on my final MVPA to give to my credit union and I still haven’t heard from my ISA when my delivery date might be.

 

[Regenshire]

I’m in the same boat except I’ve got an extra 45 miles to go I’m waiting on my final MVPA to give to my credit union and I still haven’t heard from my ISA when my delivery date might be.

Picking up in Bellevue I assume?

I am on pins and needles right now as I still don't have my final MVPA. I am on hold for sales support right now, hoping I can get some sort of resolution. If I was close to the delivery site I wouldn't be so anxious about it, since it could be delayed a day without any issues.

But since I am flying over to Seattle tomorrow, taking care of some work meetings, and then picking up on Tuesday the uncertainty is stressful. If I can't pick up the car I will have to scramble to get a flight back home and then do this all again, all because they can't get me a single document in a timely manner.

 

[Regenshire]

I just got off the phone with Tesla sales support and I am ready to spit fire. Support is telling me that all of the documents that need to be submitted to the Contract Team by my ISA have not been submitted and thus the Contract Team can't create the final MVPA price sheet. They couldn't give me more detail then that, other then it doesn't look like the order is setup correctly in their system. Tesla Sales Support is sending an email to my ISA and I am being told they will follow up with her first thing when she is scheduled to be in the office on Monday to try to figure out what is going on and to try to resolve it. I am hoping she actually replies to them.

I am very dissatisfied with my ISA.