Rant on:
Ordered an inventory 75X back in October. I live in RI and was told I needed to pick up the car in Mt Kisco, NY. Arranged a slot back in October for December 18th at 9:30 AM at the Mt Kisco store (after being told home delivery is nightmare). I knew I was headed out of the country on the 21st through year, so coordinated that date accordingly. I drove to NY Sunday night, planned work meetings for Monday in NYC, and arranged to return my BMW X5 to a local dealer Tuesday morning all to be ready to pick up the X (and get aftermarket wheels put on locally after pickup) that morning.
All was confirmed through delivery specialists (who are impossible to contact by phone and don’t respond to email) as of Friday.
Then, at 4:30pm today ET I got an automated text from Tesla telling me my delivery was rescheduled to Dec 24 at 2:30pm. Let me repeat, I got an automated text, like the kind a cable company might send, totally blowing up a carefully planned delivery schedule on a $100k car. WTF! No call from delivery specialist or anyone else. I called my super helpful sales rep, who sadly due to the way Tesla has organized their processes can’t really do anything to help.
Turns out that my Tesla, which was in Chicago when I ordered it, is now in Arizona. This was an inventory car, not an assembly line build. How does a company selling 6 figure cars fail so miserably on customer service? How does a company that can produce such a complex machine, replete with amazingly sophisticated technology and wonderful driving dynamics, manage to get that car through the horrendously complicated process from design to market, and manage to mess up such basic blocking and tackling as delivering the car from Chicago to NY within 5 weeks?
I am now paying debt on a car I haven’t closed on, am at risk of losing $7,500 in tax credits since I am out of town till year end, have lost a day of work productivity (and used a vacation day), and can’t even get someone to answer the phone in the delivery department?
As a gadget guy, avid driver and early adopter of a lot of cutting edge stuff, I am ready to accept the kind of foibles and issues that come with new technology. But this has nothing to do with that aspect of Tesla ownership. This is unexcusable dropped process balls and the commoditization of customer service that makes me feel completely unvalued as an owner..
Ordered an inventory 75X back in October. I live in RI and was told I needed to pick up the car in Mt Kisco, NY. Arranged a slot back in October for December 18th at 9:30 AM at the Mt Kisco store (after being told home delivery is nightmare). I knew I was headed out of the country on the 21st through year, so coordinated that date accordingly. I drove to NY Sunday night, planned work meetings for Monday in NYC, and arranged to return my BMW X5 to a local dealer Tuesday morning all to be ready to pick up the X (and get aftermarket wheels put on locally after pickup) that morning.
All was confirmed through delivery specialists (who are impossible to contact by phone and don’t respond to email) as of Friday.
Then, at 4:30pm today ET I got an automated text from Tesla telling me my delivery was rescheduled to Dec 24 at 2:30pm. Let me repeat, I got an automated text, like the kind a cable company might send, totally blowing up a carefully planned delivery schedule on a $100k car. WTF! No call from delivery specialist or anyone else. I called my super helpful sales rep, who sadly due to the way Tesla has organized their processes can’t really do anything to help.
Turns out that my Tesla, which was in Chicago when I ordered it, is now in Arizona. This was an inventory car, not an assembly line build. How does a company selling 6 figure cars fail so miserably on customer service? How does a company that can produce such a complex machine, replete with amazingly sophisticated technology and wonderful driving dynamics, manage to get that car through the horrendously complicated process from design to market, and manage to mess up such basic blocking and tackling as delivering the car from Chicago to NY within 5 weeks?
I am now paying debt on a car I haven’t closed on, am at risk of losing $7,500 in tax credits since I am out of town till year end, have lost a day of work productivity (and used a vacation day), and can’t even get someone to answer the phone in the delivery department?
As a gadget guy, avid driver and early adopter of a lot of cutting edge stuff, I am ready to accept the kind of foibles and issues that come with new technology. But this has nothing to do with that aspect of Tesla ownership. This is unexcusable dropped process balls and the commoditization of customer service that makes me feel completely unvalued as an owner..
