Text of an email sent to
[email protected] at 2:45 AM this morning, we shall see what happens.
Subject: "Lost" Car - RN1XXXXXXXX, VIN 5YJ3EXXXXXX051XXX
I’m writing, seeking resolution to the logistics problem which is preventing delivery of my car to the North Houston Service Center. As best as I can tell my car has been stranded at the BNSF Intermodal Hub north of Fort Worth for going on two weeks, perhaps more. Everyone I attempt to talk to can provide no better answer than it is “in transit” or “there have been some logistical issues”. I am seeking quick resolution of this transportation/delivery issue which has dragged on far too long without resolution.
Given that I live in Texas and have had to pay for my car up front I don’t understand how this transport could possibly take as long as it has. For Tesla to be unable to precisely tell me of the location of the car, its current state of battery charge and the day it will be delivered to Houston is frankly just horrible customer service.
From what others are saying I expect the car to exceed my high expectations, but the painful delivery process and specifically the lack of communication during the delivery process makes purchasing a car from Tesla, not an enjoyable experience. My wife on several occasions has advocated to just call the whole thing off. However, I believe in Tesla and Tesla’s vision for future transportation. So please, for the good of all, fix this “logistical delivery” *sugar* Storm before it taints the entire brand.
Now for the specific details on my situation:
I configured my car on the evening of June 27th and almost immediately lost the ability to make changes to the car’s configuration. After much effort (could be the topic of another email) I got the car’s color changed to my current configuration. On the morning of July 18th I received the “Welcome to the Model 3 Family!_Texas" email and letter which explained the delivery process for Texas. That letter also made the statement that my estimated delivery date would be
14 days after the car was fully funded.
Early evening on July 18th I received a second email containing a Pro-Forma MVPA and an assigned VIN. In the email my ISA stated, “The fastest way to assure receipt of your payment in a timely manner will be for you to mail you cashier check”. Following her instructions funds were pulled from my bank accounts which funded a cashier’s check which was mailed via certified mail on Friday, July 19th. The return receipt indicates Tesla received my cashier’s check on Monday, July 23rd.
Now, had Tesla done what committed to do in that first letter, I should have had taken delivery of the car the first week of August. I still don’t have a car.
On July 25th I exchanged a series of emails where it came to light that Tesla was going to change my VIN. On August 8th I received an email containing my MonroneyDocument and my new VIN and a delivery date 14 days later on August 22nd.
From what I’ve been able to now piece together my car has been in transit from Lathrop, CA since August 9th. Had it been shipped by truck it would have arrived 2 to 3 days later. But it apparently did not go by truck, it went by train, and has been stuck in “Dallas” for at least two weeks awaiting transport to Houston. I don’t understand what could possibly be so difficult to result in this kind of delay.
In the past 14 days, there have been 7 trucks delivering vehicles from Lathrop to Dallas Cedar Springs and 13 additional trucks to Houston North. Why haven’t these trucks, once unloaded, been sent to the BNSF hub to retrieve the stranded vehicles there and deliver them to Tesla’s service centers throughout the state? Makes no sense. I even have seen indications of one truck making two deliveries between Lathrop and Houston with a 49-hour gap between the two deliveries.
Why then is it any way acceptable that today, 22 days after the second VIN assignment and 38 days after Tesla received my cashiers check for payment in full, my car has yet to even make it to Houston, much less get delivered to me?
At this point, I’m on my third delivery appointment, first 8/22, then 9/1 and now 9/8. The September 8th appointment was based on the car arriving in Houston this past Tuesday or Wednesday of this week.
Which did not happen.
I need a phone call immediately (XXX-XXX-XXX) from someone, a high-level individual with direct knowledge of the exact whereabouts of my car and what is being done to promptly deliver the car to Houston North so that this third delivery date is not missed. I also need to receive daily updates as to the car’s location, status and any pertinent information regarding what is being done to ensure delivery. Anything less than that would be unacceptable.
I would also strongly advise Tesla, that for any customer who has had to pay up-front, that daily tracking information be provided as to the whereabouts of their vehicle during shipment. That communication, which could be easily accomplished, would go a long way to alleviate the frustrations of your Texas customers and would give Tesla important early feedback so that steps could be taken catch logistical issues early before they turn into messes as mine has become.
I trust you can quickly resolve the issues with my car and take my constructive criticism to heart by taking steps to ensure this situation is not repeated in the future.
Sincerely,
). From what I know about 10 cars were delivered from OK to Austin by the truck. There would be at least 10 happy families.
