Warning about accepting delivery

[ikigaiHI]

As someone who has refused delivery and also accepted delivery I have some advice:

The person doing delivery will agree with anything you point out at delivery and tell you all will be corrected in your first SC visit and that you have 100miles/7days to return the car so you should accept.

Know that you will not get a SC appointment within 7 days and when you appt does happen items on your list will be "in spec" and "no action taken" on your SC ticket.
So your panel gaps, light/door alignments etc can be up to 4mm off and they'll not correct them.

Tesla makes a big deal about touchless delivery/home delivery but do not accept delivery before fully inspecting the car inside and out! Once you accept your ability to get anything done is diminished substantially.

If practical, go to your SC, run through a full checklist. Make notes, take pictures and tell the SC what you want fixed. Email them the list and say I'll be back when you've done the repairs to accept delivery.
Note. They will tell you all of this will be done through the App but you'll have accept delivery to do it that way. Do not do that!

There's been a big improvement in quality this year but still many reports from latest builds of issues. Wait till later next year if you want but you're missing out on a truely amazing car now.
Just go prepared and make sure you'd accept 'your car' as it stands to avoid disappointment.

Good luck!

I was able to take mine directly from the SC to the Body Shop of the dealer group where I used to work and the Manager spent a little over an hour and used about 3 feet of masking tape (in 1/2" pieces) marking paint flaws. I took the vehicle back with a lot of the tape still on in the door jambs (I video'd and removed the exposed pieces) and met with the "finish specialist" who, not surprisingly spent about 30 minutes saying that he could barely see any flaws and that those he did see were "within specs"
Having spent nearly 40 years in Auto Sales and a lot of it in this guy's shoes, I knew where this was heading so the next day I returned the Model Y LR. I loved driving it (albeit for about one day only) but as I told someone else I wasn't ready to play "Let's Make A Deal" on the long list of issues I presented. I may still consider another Model Y later because I have been hearing some good things about the company addressing many of these delivery/manufacturing issues.

 

[ikigaiHI]

Have you gotten your refund yet? How long it took? I have returned mine on August 6th. So far nothing and I don't even know who to contact? I had ordered online and my DS quit/fired after taking delivery so don't know who my point of contact is ¯\_(ツ)_/¯

Have you tried either of : 1) the local Tesla GM or 2) your State AG?

 

[Shap]

Have you tried either of : 1) the local Tesla GM or 2) your State AG?

I returned mine on July 6th and still waiting for the refund. The good news - I finally was able to get Tesla rep. They even promised me to refund my interest I need to pay for these "waiting" days. I personally doubt they will.

 

[Phil Stasik]

My wife and I are about to order a MY, and I have to thank all of you for your perspective and great advice. We'll keep you posted about the good, the bad -- and maybe -- the ugly details of our experience. This has been a pretty dramatic discussion. I'm curious, does anyone know if anyone from Tesla actually follows this forum?

In any case -- we got our checklists printed and ready!

 

[am_dmd]

Have you tried either of : 1) the local Tesla GM or 2) your State AG?

Not yet but after asking chat support I am told refund usually takes 6-8 weeks.

 

[am_dmd]

I returned mine on July 6th and still waiting for the refund. The good news - I finally was able to get Tesla rep. They even promised me to refund my interest I need to pay for these "waiting" days. I personally doubt they will.

Did you finance through Tesla or third party?

 

[Jamezam]

I wonder if Tesla does a factory pre-delivery inspection and if the Delivery Center does a pre-delivery inspection before delivery to the customer?

In automotive assembly, there is something called GD&T (Geometric Dimensioning and Tolerancing). So, the line-employees are more likely than not, just assembling Tesla's within the GD&T guidelines. I've heard and I believe Tesla is currently just trying to fulfill orders and during a pandemic no less.

Imagine having to wear PDE all day long while assembling Tesla's for us. My partner's M3 is flawless, she took delivery almost two-years (May 2019) after the first M3 was delivered.

I understand Tesla's quantity over quality currently, for me, after reading everything over the past months I'm not sure if I am going to keep my MY order, just cancel it and wait until next year, or just take delivery and hope the MY is acceptable to me. I'm not so overindulged and picky that I would decline accepting delivery as long as I have in writing the things Tesla will fix. I have a fender dent in my Honda Ridgeline that I caused and I've lived with it for years. Funny too, that I've never ever looked at the fit and finish of any other vehicle brand.

I do understand that a $70K vehicle deserves a lot more scrutiny than vehicles half the price of a Tesla. I just want to be happy with my MY that I will be looking at daily and happy with Tesla taking care of all the issues that we should expect to be acceptable to us the end consumer, especially when shelling out so much dough...

 

[NY_Rob]

I'm not so overindulged and picky that I would decline accepting delivery as long as I have in writing the things Tesla will fix.

Sorry to say- having it "in writing" doesn't mean what it used to... the Delivery Advisor notes "customer not happy with door alignment, tail light and chargeport door alignment". The Service Center works on your car 3 wks later and returns it un-repaired with a notation on the service ticket "all items above found to be within spec". Too late to return the vehicle and now Tesla refuses to address the items they put "in writing" that they would repair.
No joke, it's happened dozens of times on this forum. "Within spec" is the Service Centers favorite/most often used phrase nowadays and it relieves them of any responsibility to repair shoddy quality vehicles.

 

[HenryT]

Sorry to say- having it "in writing" doesn't mean what it used to... the Delivery Advisor notes "customer not happy with door alignment, tail light and chargeport door alignment". The Service Center works on your car 3 wks later and returns it un-repaired with a notation on the service ticket "all items above found to be within spec". Too late to return the vehicle and now Tesla refuses to address the items they put "in writing" that they would repair.
No joke, it's happened dozens of times on this forum. "Within spec" is the Service Centers favorite/most often used phrase nowadays and it relieves them of any responsibility to repair shoddy quality vehicles.

It would be interesting to see what 'spec' actually is. Since it is so often used as a measure for accepting or rejecting repair requests you would think the obvious thing to do would be to publish it so we can check ourselves and stop wasting Tesla's time.

 

[Jamezam]

1. Tesla must realize all their quality control issues are a real challenge in the sense of why would a company strive to have the world's best battery technologies, range, and software/hardware technologies and then ignore the shell that encloses all those technologies?

2. If there are consistent quality control issues, eventually customers are going to start questioning all the other technologies. And, once other companies get truly serious about EV's, even with Tesla's current popularity, Tesla is just handing other manufactures a win, by not focusing on the QA side of things.

3. And, as much as Tesla prides itself on not selling vehicles like a traditional car dealership, and how much pride they used to have in acknowledging their customers. In many ways Tesla customers are being treated worse than a dealership. That is, currently, it all seems to be about the numbers, when they already have the numbers.

Some delivery centers are making promises to its customers in the form of either truly not knowing about acceptable tolerances, i.e., GD&T and telling them the service center will address them. Or, they are lying to customers because of a growing traditional dealership mentality...

P.S. I did some research yesterday, and could not find industry standards for vehicle manufacturing, i.e., GD&T, i.e., panel gap tolerances, alignment tolerances, etc.

If someone on TMC could find an industry standard for tolerance numbers, then we can be better educated about taking delivery and countering SC's tolerance numbers they use to say gaps and alignments, etc., are within spec.

 

[egoodro85]

Has anyone then asked for what the actual spec is? I'm a Mercedes Benz Master Certified Technician and when I put its in spec I'm also required to put what that spec is. The repair order is a legal document and needs to be addressed as a legal document. I have a MY performance scheduled for delivery and have pre warned them I will be doing a full inspection of the vehicle and documenting any of my findings. Has anyone tries lemon law because the lemon law court would definitely favor the customer when the techncian put it is in spec.

 

[Jamezam]

I used the Lemon Law once when my brand new Mazda pickup would just stop running while driving. After taking it two times, the third time I told them if it’s not fixed this time you either have to buy my truck back or give me a new one. Funny how it was 100% fixed the third time.

Our lemon law states:
“In Washington State there is a Lemon Law for new (and some nearly new) motor vehicles. This law (RCW 19.118. 031) simply states that an owner of a vehicle that has substantial and continuing problems with warranty repairs is entitled to an arbitration hearing through the Attorney General's Office free of charge.”

Could be customers are being told things are “within spec” to avoid the lemon law.

Not that we want the hassle, or to be an asshole, however maybe, even if they claim within spec, we still challenge it with the lemon law, because they won’t show us the specs. Then maybe, maybe QC will get better.

Over the years I’ve successfully achieved great results by filling complaints with our Attorney General. If something seems blatantly wrong with my $70K MY, and Tesla ignores it. Then our AG will be my next step…

 

[Threader]

I used the Lemon Law once when my brand new Mazda pickup would just stop running while driving. After taking it two times, the third time I told them if it’s not fixed this time you either have to buy my truck back or give me a new one. Funny how it was 100% fixed the third time.

Our lemon law states:
“In Washington State there is a Lemon Law for new (and some nearly new) motor vehicles. This law (RCW 19.118. 031) simply states that an owner of a vehicle that has substantial and continuing problems with warranty repairs is entitled to an arbitration hearing through the Attorney General's Office free of charge.”

Could be customers are being told things are “within spec” to avoid the lemon law.

Not that we want the hassle, or to be an asshole, however maybe, even if they claim within spec, we still challenge it with the lemon law, because they won’t show us the specs. Then maybe, maybe QC will get better.

Over the years I’ve successfully achieved great results by filling complaints with our Attorney General. If something seems blatantly wrong with my $70K MY, and Tesla ignores it. Then our AG will be my next step…

to be fair crooked trim or a dust nib in the paint does not prevent you from safely using the vehicle as intended. Whoever won a lemon law for panel gaps?

 

[Balthezor]

to be fair crooked trim or a dust nib in the paint does not prevent you from safely using the vehicle as intended. Whoever won a lemon law for panel gaps?

I thought Lemon law applied to like powertrain or like if the vehicle's function is affected. Not cosmetic issues. I have no idea though since I never had to use Lemon law.

I did have a Range Rover that had a lot of issues, Land Rover gave me a new one. Rattling noise on cabin ceiling, apparent crack in the lift gate, and then the airbag warning light continuing to turn off after 3-4 fixes. The airbag is the one that finally made them replace it. Guess they don't want to get sued if something bad happened. They didn't even want me using the vehicle. They not only drove to my home to drop off a loaner and take the car, they also refunded me a couple months of payment for when the vehicle was in service.

Replacement had no issues whatsoever.

 

[Jamezam]

That’s why I said “blatant wrong”, safety wise.

 

[BlindPass]

1. Tesla must realize all their quality control issues are a real challenge in the sense of why would a company strive to have the world's best battery technologies, range, and software/hardware technologies and then ignore the shell that encloses all those technologies?

2. If there are consistent quality control issues, eventually customers are going to start questioning all the other technologies. And, once other companies get truly serious about EV's, even with Tesla's current popularity, Tesla is just handing other manufactures a win, by not focusing on the QA side of things.

3. And, as much as Tesla prides itself on not selling vehicles like a traditional car dealership, and how much pride they used to have in acknowledging their customers. In many ways Tesla customers are being treated worse than a dealership. That is, currently, it all seems to be about the numbers, when they already have the numbers.

Some delivery centers are making promises to its customers in the form of either truly not knowing about acceptable tolerances, i.e., GD&T and telling them the service center will address them. Or, they are lying to customers because of a growing traditional dealership mentality...

P.S. I did some research yesterday, and could not find industry standards for vehicle manufacturing, i.e., GD&T, i.e., panel gap tolerances, alignment tolerances, etc.

If someone on TMC could find an industry standard for tolerance numbers, then we can be better educated about taking delivery and countering SC's tolerance numbers they use to say gaps and alignments, etc., are within spec.

1.) Tesla’s ethos aren’t necessarily owner value, satisfaction, or customer service. In fact, if the vision is robo taxis and reducing overall car ownership, it’s arguable that it’s Tesla’s ethos that are facilitating the lower standards.

There’s a “greater good” mentality in the Tesla community, although if passing the burden of QC/QA onto the consumer in order to cut costs were done by other manufacturers we’d see it for the corporate greed that it is.

2.) Yes, after years of owning a Tesla, as soon as there’s a different Make with equal EV tech, I’m interested. It will likely have superior trim, build quality, and service. I prefer EV for torque reasons, and the only competitive option right now in that regard is the Taycan Turbo and Turbo S.

3.) It’s gone downhill. Instead of a local dealership trying to earn your business, you have one national dealer in which you have zero leverage.

 

[EVDRVN]

Word of advice, if you live in CA send a certified letter to Tesla when you before you sign the contract and opt out of the arbitration clause. Being able to take Tesla to small claims court seems to wake them up both in response times and customer resolution success. Everyone should do this.

 

[Jamezam]

1.) Tesla’s ethos aren’t necessarily owner value, satisfaction, or customer service. In fact, if the vision is robo taxis and reducing overall car ownership, it’s arguable that it’s Tesla’s ethos that are facilitating the lower standards.

There’s a “greater good” mentality in the Tesla community, although if passing the burden of QC/QA onto the consumer in order to cut costs were done by other manufacturers we’d see it for the corporate greed that it is.

2.) Yes, after years of owning a Tesla, as soon as there’s a different Make with equal EV tech, I’m interested. It will likely have superior trim, build quality, and service. I prefer EV for torque reasons, and the only competitive option right now in that regard is the Taycan Turbo and Turbo S.

3.) It’s gone downhill. Instead of a local dealership trying to earn your business, you have one national dealer in which you have zero leverage.

Blind Pass, what I told my partner is, if we had 100% Level-5 autonomous vehicles, and one didn’t even need to own a vehicle any longer. A literally looking shoebox could show up at your house to take you to XYZ and we would not care that it looks like a shoebox.

Then of course, why would we even need to go anywhere, anymore, aside from in person appointments or travel.

For now, we all want a vehicle that serves its purpose and looks great. I would guess that traditionally we bought vehicles based on brands and looks. Tesla changed the game by having amazing looking cars with phenomenal technologies. So we still want at a minimum, a great looking car…

 

[iam1080]

This is what is now happened to me.

After refusing my first VIN 34xxx, I accepted my second VIN39xxx. The vehicle wasn’t perfect but the gaps were good, taillights were flush, no leaks, etc. There were some paint defects but knowing these em could be fixed , I was ok with taking the car.

Once I got home and gave the Y a real car wash, I could believe some of the things I missed, most notably completed unpainted portions within the door jams.

Long story short, Delivery Center manager told me there are plenty of vehicles that are similar and this is normal. Sorry, I disagree. Tesla doesn’t discount price at all so why are we expected to discount quality expectations?

Returning the car today. Getting into another rental. I know what a pain in the ass this process is going to be. As a 6+ time referrer and stock holder, this experience sucks

Know that you will not get a SC appointment within 7 days and when you appt does happen items on your list will be "in spec.”

Good luck!

 

[spokey]

This is what is now happened to me.

After refusing my first VIN 34xxx, I accepted my second VIN39xxx. The vehicle wasn’t perfect but the gaps were good, taillights were flush, no leaks, etc. There were some paint defects but knowing these em could be fixed , I was ok with taking the car.

Once I got home and gave the Y a real car wash, I could believe some of the things I missed, most notably completed unpainted portions within the door jams.

Long story short, Delivery Center manager told me there are plenty of vehicles that are similar and this is normal. Sorry, I disagree. Tesla doesn’t discount price at all so why are we expected to discount quality expectations?

Returning the car today. Getting into another rental. I know what a pain in the ass this process is going to be. As a 6+ time referrer and stock holder, this experience sucks

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I plan on (if my 'ship' ever comes in) taking the approach of

• doing as thorough job of inspection before accepting delivery as I can (yeah I know we all plan on that);
• dividing problems into 1) I can't live with it permanently, or 2) I can live with it permanently;
  
• for 1), Divide in to a) those things I think they can / will fix such as the rear seat latch not working
  and b) those things like paint & panel gap that loads of people on this forum can't get fixed
  Anything in b) has to be fixed before I accept delivery.
• For 2) or b), I'll accept delivery and pray to the gods

What I'm really hoping is that mine comes in pristine. That they have their sh**t together by the time they decide to build a red-black/awd/20"wheel/auto pilot only/tow hitch and actually send it to NJ