Hi all,
I've found this forum to be incredibly valuable for gaining information about our Model S, Model 3, and now for our Model X reservation. So many people have shared a plethora of information and I have tried to be a a sponge taking it all in. But I've gotten to the point where I cannot sit on the side lines anymore.
Our family has been loyal Tesla customers and avid Elon supporters. We put our deposit down 3 years ago for the Model X and waited patiently for the cars reveal and immediately fell in love with it - as everyone has (and for good reason). As one of the first reservations, we were invited to configure early in November 2015. We decided to pick the highest optioned car in order to receive it first, and avoided options that indicated delivery would be delayed (P90D, 7 seats, premium pck, autopilot, black leather, upgraded sound system - essentially everything except ludicrous mode). We confirmed our order the same day we were invited to configure. Tesla indicated the car would be ready January - early February. As January and February came and went, we received no update as to when our car would be produced. Then I started to see a few MX's on the road, and then started to hear of other cars going into production with higher VINs.
Given that we are VIN #32x we were a bit confused why we hadn't heard from our DS while other cars with high VINs were being delivered. We were told our car went into production March 10th. On March 11th, we received an email from Jon McNeil saying our car was "built" and would be delivered "this month." Around March 15th, I set a pick-up date of March 29th. March 22nd - 25th I called and emailed multiple times to confirm if the pick-up date would still occur, and received no response. Finally on March 26th, I was told the car was still in production and would not be ready for pick up, and they did not know when it would be ready or why it was delayed.
Meantime, many people with Non Performance models have begun to take delivery in the 2,000 - 3,000 VIN range. Performance models that are VIN 500 - 2000+ have taken delivery of their cars. People who made an initial reservation a month ago, have taken delivery of their cars. Which is awesome that the production ramp has increased so significantly, but I still have not received or heard about my car, VIN #32x.
I am not sure why I made a reservation at all? Other cars were given priority before mine so it didn't "secure" a spot. My car is supposedly held up due to sourcing a part, but it isn't unique to other configurations, so why don't I have my car yet? It seems that almost every configuration of P90D and 90D has been produced and delivered and our reservation 3 years ago was completely pointless.
As Model S owners, Model X reservers, Tesla shareholders, Solar City customers, Powerwall reservation holders - we love how Tesla and Elon are changing the world and we have backed every endeavor possible. However, this Model X experience has left us with such a sour taste that we have begun to question whether the company has begun to neglect the people that helped to make it such a success. This type of customer care is unlike the Tesla we've known. I reached out to the manager of the DS, Kyrstin, and for one week, she didn't return my emails or calls and left me in a holding pattern when I told her I was leaving the country and needed to coordinate what was going on with my car. Finally, I called her from a different number and she picked up, only to tell me that it will take at least 2 more weeks if not longer for my car to be complete. My question - do I even want this car? Seems like they are having issues constructing it. Wouldn't I be better off making a new reservation at this point (if I decided I wanted to continue down this path)?
I'm hoping someone can help me make sense of my circumstance or find someone else who may share a similar experience but was able to find resolution in the end. I've been put on hold and no one is giving me information or answering any questions. My hands are tied and I feel as if I've been sold a hollow dream that's become a nightmare with no end in sight. This isn't how a loyal customer should be treated and shame on them for alienating Tesla fans. I've put up with a lot and tried to be patient, but this may be the last straw for me.
