I'm having a similar experience with the purchase of a S.
I'm in the process, at least trying, to trade in my 2018 S for a 2023 S. The sales experience has got to be one of the worst I've ever had. No one answers the National Sales # (888 518-3752) and no one responds to txts (510 369-1239). Completely unresponsive. Finally got a call this morning (2 hours before I'm supposed to leave the house to pick up the car). The new S has a dead battery and has to be towed to the dealership and is not available for pickup until later this week. Frankly this is ridiculous. They have had over a week to prepare the car and did nothing. Don't get me wrong, I love my S, but their sales process needs to be overhauled.