Continuing Tesla's abhorrent treatment of this particular customer, the folks at Mt. Kisco NY SC have successfully delayed by 7 weeks crediting my account with the 1000 miles promised for taking delivery of my MY before the end of September.
My delivery specialist at the time of delivery said it would take 2 days to show up. After 3, I tried to contact them. As was usual for the Mt. Kisco location, I was unsuccessful in getting anyone to respond to my emails/phone calls. I was able to "chat" with someone online who gave the standard apology script and said it would be taken care of within 48 hours.
3 days later, no miles. Tried again the phone route and actually got someone to pick up. They said they would look into the issue and have the miles credited to the account asap. I didn't hold my breath.
4 days later, tried the phone call again. Again they answered (I'll give them credit for answering the phone), forced me to listen to the apology script and said they would push the issue up the chain of command and get it resolved.
4 more days go by, no miles. Phone call again made, apology script again recited, empty promise again made.
A week goes by and I try again. This time I get someone with a fancy title - Customer Experience Manager (CEM). He states in his response email that I am due the miles and assures me that the miles will be "forced on to your account now and that should be visible within 24 hours."
I took that promise right to the bank, but for some reason the deposit was rejected!
A couple of days later, having accepted the challenge of trying to get Tesla to honor it's promise, I contact the CEM via email. His response was that the "Regional Manager has submitted this for us but informed me it could take a few days to appear." He invited me to respond if the miles were not there within 3 days. No more of the apology smoke.
Friday comes and goes and lo, no miles posted to my account.
The following week I email again to the "manager" and eventually I receive an email that the person has some personal issues and has reached out to his fellow workers to carry on the effort to "manage" my issue. Sympathetically, I ask for their email/names so I don't have to bother him, but get no response.
Back to the phones I go. Someone answered (I'm surprised they don't have my number blocked!) and told me that I was in luck! The regional manager was there that day and could take care of my problem. That person assured me that the the regional manager would call me by 3pm. Can you guess what didn't happen?
Back to the CEM via email. He responded quickly with the following:
"Apparently they are a bit backed up applying these promotional miles. I was informed today, specifically on your case it should be applied within the next 7 days."
That was 8 days ago. I'm not giving up. I fully expect to take up more time of the phone/email/chat personnel and give them plenty of opportunities to polish their apology skills.
From this I have learned that anything a SC person tells you is not worth the time to listen to. Make them write it down and I suspect even that won't be worth the paper it's written on.
This is not an isolated experience I've had with Tesla customer relations. If interested, please search out my other threads on this site.
So, thanks for letting me vent.
PS - The CEM in his last email he wrote -
"Thankfully at the end of the day it will be done and in reality is roughly the value of $40-$45 but I know it is the principle of it."
He is correct, it is the principle of it.
But he misses the point. If Tesla does not honor it's acknowledged commitments to it's customers, how long do you think the company can survive when other manufacturers begin ramping up their electric vehicles and provide decent (relatively speaking) customer service?
My delivery specialist at the time of delivery said it would take 2 days to show up. After 3, I tried to contact them. As was usual for the Mt. Kisco location, I was unsuccessful in getting anyone to respond to my emails/phone calls. I was able to "chat" with someone online who gave the standard apology script and said it would be taken care of within 48 hours.
3 days later, no miles. Tried again the phone route and actually got someone to pick up. They said they would look into the issue and have the miles credited to the account asap. I didn't hold my breath.
4 days later, tried the phone call again. Again they answered (I'll give them credit for answering the phone), forced me to listen to the apology script and said they would push the issue up the chain of command and get it resolved.
4 more days go by, no miles. Phone call again made, apology script again recited, empty promise again made.
A week goes by and I try again. This time I get someone with a fancy title - Customer Experience Manager (CEM). He states in his response email that I am due the miles and assures me that the miles will be "forced on to your account now and that should be visible within 24 hours."
I took that promise right to the bank, but for some reason the deposit was rejected!
A couple of days later, having accepted the challenge of trying to get Tesla to honor it's promise, I contact the CEM via email. His response was that the "Regional Manager has submitted this for us but informed me it could take a few days to appear." He invited me to respond if the miles were not there within 3 days. No more of the apology smoke.
Friday comes and goes and lo, no miles posted to my account.
The following week I email again to the "manager" and eventually I receive an email that the person has some personal issues and has reached out to his fellow workers to carry on the effort to "manage" my issue. Sympathetically, I ask for their email/names so I don't have to bother him, but get no response.
Back to the phones I go. Someone answered (I'm surprised they don't have my number blocked!) and told me that I was in luck! The regional manager was there that day and could take care of my problem. That person assured me that the the regional manager would call me by 3pm. Can you guess what didn't happen?
Back to the CEM via email. He responded quickly with the following:
"Apparently they are a bit backed up applying these promotional miles. I was informed today, specifically on your case it should be applied within the next 7 days."
That was 8 days ago. I'm not giving up. I fully expect to take up more time of the phone/email/chat personnel and give them plenty of opportunities to polish their apology skills.
From this I have learned that anything a SC person tells you is not worth the time to listen to. Make them write it down and I suspect even that won't be worth the paper it's written on.
This is not an isolated experience I've had with Tesla customer relations. If interested, please search out my other threads on this site.
So, thanks for letting me vent.
PS - The CEM in his last email he wrote -
"Thankfully at the end of the day it will be done and in reality is roughly the value of $40-$45 but I know it is the principle of it."
He is correct, it is the principle of it.
But he misses the point. If Tesla does not honor it's acknowledged commitments to it's customers, how long do you think the company can survive when other manufacturers begin ramping up their electric vehicles and provide decent (relatively speaking) customer service?
