Tesla MS Design changes and quick rant / Tesla Customer Service

[Silverpnt01]

Someone brought this up on the official forums. The MS in the designer looks to have a standard center console now.

They have changed the wheels and added the console since my car went into production 3/5 and I haven't even taken delivery. Anyone else kinda miffed about how they do these things? It bugs me to get a car from the factory that is already outdated. I would have paid a upgrade fee if they had at least offered to update the car to the newest standard before delivery.

The other issue is Tesla's customer service. It has been absolutely terrible. I placed the order online and did not receive any phone calls about the status or thanking me for placing the order. In fact the first time I spoke to them personally is when I called them to bring up the issue about the design changes and not getting a chance to update the car to the newest standard items. Basically their response was oh well, you made the order, if you don't like it you can re-order the car and place a new deposit. Not a very positive conversation even if it was cordial. By then my car had already been through the order, production and is in the process of being transported to the DS. Also the email response time is terrible to non-existant.

Tracking of the delivery has been terrible as well, if amazon can get me dozens of items and track them from china or wherever to here, I would think there would be a more intuitive way for Tesla to determine where in the transport/delivery phase the vehicle is. Its kinda disconcerting to hear, we think it may be somewhere in Texas and might make it to the Birmingham rail station in the next few days, but we aren't sure and we have no real idea when a truck will take it from the rail station to our store. Things like that are kinda important, especially since I've been renting a car for a month waiting on the MS delivery. It ain't cheap renting and knowing dates helps planning for budget and such.

I'm worried that if this is the type of CS they provide now as a "niche" company, that the issues will only compound as the company grows bigger.

Im looking forward to eventually receiving my MS, and enjoying what I have, but its still frustrating and doesn't make up for the poor CS.

Has anyone else had these concerns, or am I just someone who has had a unusual CS experience.

 

[TexasEV]

The Model S is continuously improved. You are getting what you ordered. It's not "outdated". If you want a car model that won't have newer, better ones produced after yours for a defined period of time, then you don't want a Tesla.

 

[DarrinR]

I empathize with Silverpnt01. It's one thing to buy a car, take ownership and then find out that there are new upgrades you would have liked, vs. ordering a car and while it is still in production, find out that there are upgrades available that you weren't aware of...

 

[Silverpnt01]

The Model S is continuously improved. You are getting what you ordered. It's not "outdated". If you want a car model that won't have newer, better ones produced after yours for a defined period of time, then you don't want a Tesla.

Sorry, TexasEV, I disagree, its one thing if I took delivery of the vehicle and have had it, even for a couple of weeks, I can understand the changes. Its another that when changes occur to it while under production, and you aren't given the option to bring it up to whatever the new standard is.

 

[gsxdsm]

If you feel bad now about missing the included center console, just wait until the 100D and "other stuff" announcement.

But that is how it is - Tesla is always changing. Every week something new. Once you get your car you will forget all about it and love driving it more than you can imagine.

I would recommend those deciding on placing an order to just be patient at this point. I don't have any proof but there's a lot of little whispers about bigger changes coming very soon.

 

[Krugerrand]

Sorry, TexasEV, I disagree, its one thing if I took delivery of the vehicle and have had it, even for a couple of weeks, I can understand the changes. Its another that when changes occur to it while under production, and you aren't given the option to bring it up to whatever the new standard is.

I think you might be under the impression that it's a simple thing to change the options on a car while it is in production. It's not. Don't know how else to say that to you. A tour of the factory might make the point clear.

On your other point about 'travel' logistics. Much of that can be outside of Tesla's control. Once the car leaves Tesla's physical possession it's quite likely that they'd 'lose track' of it if the company/people handling that aspect aren't providing Tesla with those minute to minute details you're wanting. Just sayin'.

 

[ecarfan]

The Model S is continuously improved. You are getting what you ordered. It's not "outdated". If you want a car model that won't have newer, better ones produced after yours for a defined period of time, then you don't want a Tesla.

Yes, that is the way Tesla operates, and I think it is the right approach. Significant changes are made frequently (compared to other car manufacturers) not on a "model year" basis, and they are not announced in advance, nor should they be. You get the car that you ordered. If something new comes along after you order but before you take delivery, in most cases you cannot modify your order, and that helps Tesla run a smoother production process.

There have been some minor exceptions. A few weeks after I placed my order in the fall of 2013, power folding mirrors were added to the Tech Package option. I was able to change my order to include them, for an additional $250 (or maybe it was $500), perhaps because I had ordered the Tech Package option when I first placed my order.

As to the "whispers about bigger changes coming very soon" mentioned by @eclipxe, there are always rumors and there will always be significant changes in the pipeline. If you wait to order based on rumors, you will never place your order....

 

[chriSharek]

I empathize with Silverpnt01. It's one thing to buy a car, take ownership and then find out that there are new upgrades you would have liked, vs. ordering a car and while it is still in production, find out that there are upgrades available that you weren't aware of...

I take delivery on Tuesday. I was "offered" the opportunity to upgrade to the 90D from the 85D that I originally ordered (and not have to pay the $500 change fee) which I did. But, not providing the center console now is clearly an addition to the car that we will not receive - so for that, I tend to agree with Silverpnt. The wheels - well, I get that. No big deal - ever evolving. I'm actually happy I got the "old" 5-spoke 19s.

Perhaps maybe they could offer the center console (since it truly is an accessory) at a 50% price or something to those that have cars in production.

 

[Tamar]

Well, you can still order the console aftermarket. Same option that I had for LTE upgrade when my car "just missed" the improvement last May.

Your car isn't outdated, it's just different. Congrats on your purchase; I know you'll enjoy it!

 

[Petra]

Seeing some of the changes makes me glad I ordered when I did and pushed delivery out three months.... Wife hates the next-gen seats (we narrowly missed getting forced into next gen seats to get the grey interior, which probably would have caused us to not buy the car) and now the wheel change and included center console? The old spoked 19" wheels are nicer and we both prefer not having the center console (the open space is much more functional).

The continual update thing is a double edged sword, as is the lack of communicating upcoming changes to owner advisors.

 

[purplewalt]

I look at it like this: if the OP had been to Chevy showroom, and purchased a specific new car, as long as the Dealer delivered what you purchased you should be happy.
If the next day (or week) another truckload of Chevy's gets delivered to the same showroom, yet those cars have the latest added NEW feature, those cars are now the latest model.


Tesla just tends to add new features when they have figured out what they want to do (Software downloads/updates being similar).
And when they have all the processes in place and a adequate supply for production, they go ahead and roll it out.

Will they (ever) become more transparent about upcoming modifications?
I doubt it.
It would impact production and sales too much.
This (added center console) is just round six or seven for upgrades and features.

I recall the huge outcry when the "D" came out, and a bunch of new owners felt they had been slighted.
Currently the only car available without a D is the 70.

To Summarize: when you order a car, it will be the latest and greatest for a time.
It might be one year, one month, one week, one day.
But you got exactly what you ordered.
Not with the NEXT thing/feature which has not yet been announced/produced.

 

[omarsultan]

IMO, forcing a center console is a step backwards. I used to be of the opinion that a center console is a must-have, but now I am a big fan of the open space. We have the console in the MX, so I have some experience with it, but if I were to buy a new MS, I'd see if I can get the console deleted from the config..

 

[AoneOne]

Tesla could fix this problem, but I don't know if they're able. They'd have to set a date after which an option will be included and publicize that fact, and they'd have to make a corresponding price adjustment, a discount for those who buy in the meantime, and/or a price increase for the new option.

Some people will still buy just before the announcement and, if they missed an offered discount, complain. To fix this, they could pro-rate the discount, highest just before the option is included, tapering down to nothing for those who bought before the announcement.

I don't know if Tesla has the internal predictability to schedule major upgrades like this, and they'd have to improve their pricing models, but the biggest issue would certainly be their inability to keep the public informed. Perhaps the recent departure of their executive in charge of communications bodes well.

 

[tomas]

As an owner of a "classic" 2012 P85, I agree that the unannounced improvements are a two edged sword. I'm personally very happy with a lot of the items that came "standard" on my car that are no longer offered, such as lacewood and sycamore brown. I guess you can now add "open floor area" as another "classic" feature I prefer. At the same time, I missed out on folding mirrors and 125 kW charging... things I'd like to have. In the long run, it barely matters. When I drive a loaner D with AP, parking sensors, and new UI... it's weird! I sure am glad to get back to my car. I got value for money, and intend to drive it for 8+ years. I will be buying a 3, and I'm guessing that will have many of today's new-fangled features, but the one I get will probably be loaded with different stuff by 2020. Vive la difference!

 

[Kickin]

Find a new owner on the forum that has the center console that doesn't want it, and offer to buy it from them at a discount, problem solved

 

[Petra]

Find a new owner on the forum that has the center console that doesn't want it, and offer to buy it from them at a discount, problem solved

That's assuming that they're still putting the yacht floor in under the new console and making it removable...

 

[omarsultan]

When I drive a loaner D with AP, parking sensors, and new UI... it's weird! I sure am glad to get back to my car.

I also have an early build (summer 2013, not even parking sensors) P85 and this is a great point. All the improvements over the years have not changed the fundamental hands-on driving experience*. I just had a P90DL for the day while they did some "Due Bill" work on the MX, and while its certainly faster off the line, that's about it. Other than flooring it on the on-ramp, the drive home was pretty much as enjoyable as ever.

*Yes, there is AP, but that is not hands-on. Personally, I like to drive, so lack of AP is not a huge issue for me. YMMV

 

[Pruitt]

My 90D should be in my hands Wednesday. It will not include the new wheels; nor will it include the center console, to my knowledge.

I like the newer style wheels better than I do the older ones. When asked about them, my DS said they would be available for purchase soon, just as the old style are now. In the meantime, maybe I'll be able to work out a trade with someone who gets the newer style wheels but wants the older style. You might try that...

Regarding the center console - I'd like to have that too. Too bad I missed out. I'm for sure not going to pay $600 for one from the Tesla store. If I decide I really need one, I'll check out some of the less costly aftermarket versions.

I'm not upset at having missed out on those. I placed an order on January 10, 2016. What I'm getting, and what I felt was worth paying for, is what was available when production started in late February. Since I ordered, I've heard rumors about the 100 kw battery and autopilot 2.0 hardware. I could have waited a few months for the battery, then a few more for the new autopilot hardware (or vice-versa). And at that point, what else might be coming down the pipe that I'd wait for? If Tesla survives for the long term, I could wait for the next upgrade until I die.

 

[Pruitt]

The biggest thing that makes or breaks the customer service experience is, I think, the Delivery Specialist. My guy, Zack in Decatur, GA, has been great. We've talked maybe half a dozen times since I ordered. He's always ready to answer my questions, and after the car was shipped, check on its location (takes him all of about 30 seconds to do that), and current status. He's been, as far as I can tell, completely up front and open about what he does and does not know, and what he can affect and what he can't affect as far as delivery timing goes.

Sadly, from what I've read and heard, not all DS's are cut from that same mold. That's a pity since they are, for most of us (well, at least for me), the "face" of Tesla until we receive our cost-more-than-my-first-three-houses automobile(s). They make or break the experience. Some help may be in line for some DS's who don't seem to understand this part of their role.

I'll stop now. Sorry - I get really long-winded in the early morning.