Who to complain to about awful delivery?

[sbtz]

Yes, I realize that I'm probably pissing into the wind at this point, but I need to know who I can complain to about my awful (yet to be, because they keep jerking me around) delivery experience? I'm guessing tweeting at Elon isn't going to help, with today's news. Nobody at the Vegas delivery team seems to have a supervisor who is actually present, such less reachable or helpful. The actual delivery centers don't even pick up their phones anymore, and frankly, I doubt that anyone really cares.

I've been on the phone with them at least twice a day for over a week now, been promised calls back and never received one, and now can't be sure where my car is, where I'm supposed to take delivery, and when. Literally every single call flips it around with a new answer. I'm so very sick of it, but they have me over a barrel. I've been unfailingly polite and I've gotten nothing.

Does anyone have a name or email of someone I can contact, even after the fact, besides some feedback email that probably never gets checked?

 

[Earthpower]

I saw this number on another thread as a dedicated delivery phone - 888-771-2505. I have not called this number but it was listed on another thread here.

The delivery teams seem overwhelmed and are probably stressed. I have been giving them the benefit of the doubt.
When I was unable to reach my delivery coordinator quickly, I stopped by the sales center and talked to someone in person. They were polite and friendly and acknowledged their busyness was not ideal. I felt better about the process. I had to stall my delivery so I am in a different situation.

 

[KenF]

The delivery teams are certainly overwhelmed. As soon as Tesla assigns you car, they will call you. Until then, they have no information to provide. The stores themselves have no role in VIN assignment, so, unfortunately, there’s nothing they can do.

To minimize frustration, I suggest just forgetting about the car until you get “the call.”

 

[Stacks]

The delivery teams are certainly overwhelmed. As soon as Tesla assigns you car, they will call you. Until then, they have no information to provide. The stores themselves have no role in VIN assignment, so, unfortunately, there’s nothing they can do.

To minimize frustration, I suggest just forgetting about the car until you get “the call.”

And...if you’re delayed, you get ignored again until you get “the second call.”

 

[sbtz]

The delivery teams are certainly overwhelmed. As soon as Tesla assigns you car, they will call you. Until then, they have no information to provide. The stores themselves have no role in VIN assignment, so, unfortunately, there’s nothing they can do.

To minimize frustration, I suggest just forgetting about the car until you get “the call.”

I have a VIN, I have/had a delivery date, I have/had a delivery advisor.

My original delivery date was to be tomorrow morning - this was set weeks ago. Then out of nowhere they offered home delivery - I declined. I called in a week ago to confirm that everything on my profile was good to go for delivery. I was told that it got switched to home delivery. I wouldn't have even known, and would've showed up at the DC with a check and no car (car would be at my house, maybe). I asked them to switch it back - they couldn't and threatened to delay my delivery. I asked to have it escalated and never received a call back. I've called the Vegas folks a number of times since, and been promised a call back (I promise, I've been polite and not annoying) and NEVER gotten one. Each time I call, it's a different story - "oh, you're good to go at the DC" "oh, you're scheduled for home delivery, isn't that great?"

Out of frustration, I went to the DC yesterday, because they never pick up the phone, and they confirmed I was good with my original (tomorrow) appointment for delivery at the DC. I called Vegas to confirm this morning, since may profile showed home delivery - voila, it's home delivery again. I ask for someone, anyone to just straighten it out so I know where to show up with my check. Nothing - never got any calls back as promised. They told me my car is at a hub 2hrs away with no plans to move it.

I went BACK to the DC today and was told that I was good for delivery there tomorrow. I ask them to double check - hey, it's actually home delivery ("oh you're so lucky!"). Where's my car? At the delivery hub. Any plans to move it? Nope. I'm about to lose it. She asks me to wait 5 minutes under a shade-tent outside. Half an hour later, I ask what's going on - she says they're still making calls. 15 more minutes later, she says good news: I'm good for delivery SUNDAY AT THE DC. Fine... I'm fine with that at this point.

I get home - check my profile. HOME DELIVERY ON SUNDAY. (but really, who/what can I trust?) I call Vegas back, they're seeing the same. They're promising to call me back. Fat chance - 3 different reps at Vegas have promised callbacks. This has been the worst car buying experience ever. (And no, I'm not nearly this annoying and verbose when dealing with them... I've just lost it.)

TL;DR I have a VIN, I don't know where my car is, or when I can take delivery, neither does Tesla, and they can't get their stories straight.

 

[golfpilot]

I drove off with the wrong car... they never checked my ID and the guy seemed to be annoyed with every question I had.
A month later, I really don’t care. The car is unbelievable! Suck it up and deal with it, enjoy your new car

 

[sbtz]

I drove off with the wrong car... they never checked my ID and the guy seemed to be annoyed with every question I had.
A month later, I really don’t care. The car is unbelievable! Suck it up and deal with it, enjoy your new car

How? I don't know when and where I'm getting this car.

(as of now, DC thinks it's there on Sunday. Vegas thinks it's at home. Can't be two places at once.)

 

[Need]

How? I don't know when and where I'm getting this car.

(as of now, DC thinks it's there on Sunday. Vegas thinks it's at home. Can't be two places at once.)

If it is between DC and Vegas, I trust DC. Even the people at the DC told us that the folks at Vegas have no idea how the DC in SoCal works. My coworker was given the wrong address for the DC at Costa Mesa. They sent him the the Service Center at Costa Mesa. Before we went, we double check with Vegas asking "ARE YOU SURE the address is correct.. that's the address for SC not DC" The guy said YES that is the address. We went to the SC and as soon as we said we are here to take delivery, the girl just shake her head and told us they NEVER had delivery at the SC at Costa Mesa. She said Vegas kept sending people to them.

 

[Stacks]

There seems to be some disconnect with different Tesla departments. I had a delivery rescheduled by my DC and then within 24hrs someone else had rescheduled it without contacting me.

This seems to be similar to what you’re going through. Someone changes something and then it flags their system and someone changes it back.

 

[Ron Klinge]

My experience so far has been very similar to that of "stbz." Received an email from a "delivery specialist" back on 9/6 offering me a delivery window between 9/26 and 9/30. I asked for 9/30, or the week after that (because I was traveling) and was told that the first week of October was fine - just to let her know what day. I replied and asked for 10/7, but then heard nothing back. Then on 9/13 I get a text from a new person, offering me delivery in "the next couple of days." I reply and tell him that I'm out of town, but that I was already promised delivery the first week of October. He tells me he has no record of that, but that he was the individual assigned to my delivery and would help me through the process. He told me he couldn't hold the car that they had until the end of the month, but that they'd arrange for another when I was back in the country. Then a few days later I get a text from another delivery specialist who says they'd matched me with a car and I could take delivery between 9/26 and 9/30 (the same window originally offered). I reply and said that I could take delivery on 9/30, and so he sets up an appointment at Costa Mesa. Then a day and half later, I get an email from someone at the delivery center telling me that they could not match me with a VIN in time for my delivery and so were canceling the appointment. I have tried emailing Costa Mesa (got no reply), and calling the Las Vegas call center. LV answered the phone, but told me I should call the DC. I called the DC and left a message, but never got a return call. In the mean time, my credit union loan application is about to expire and they're telling me that their interest rate will soon be increasing. This has been BY FAR the most disappointing and frustrating car buying experience I've ever suffered through before! I'm still very excited about the car itself, but Tesla's completely inept approach to customer service is beginning to leave a very bad taste in my mouth.

 

[sbtz]

My experience so far has been very similar to that of "stbz." Received an email from a "delivery specialist" back on 9/6 offering me a delivery window between 9/26 and 9/30. I asked for 9/30, or the week after that (because I was traveling) and was told that the first week of October was fine - just to let her know what day. I replied and asked for 10/7, but then heard nothing back. Then on 9/13 I get a text from a new person, offering me delivery in "the next couple of days." I reply and tell him that I'm out of town, but that I was already promised delivery the first week of October. He tells me he has no record of that, but that he was the individual assigned to my delivery and would help me through the process. He told me he couldn't hold the car that they had until the end of the month, but that they'd arrange for another when I was back in the country. Then a few days later I get a text from another delivery specialist who says they'd matched me with a car and I could take delivery between 9/26 and 9/30 (the same window originally offered). I reply and said that I could take delivery on 9/30, and so he sets up an appointment at Costa Mesa. Then a day and half later, I get an email from someone at the delivery center telling me that they could not match me with a VIN in time for my delivery and so were canceling the appointment. I have tried emailing Costa Mesa (got no reply), and calling the Las Vegas call center. LV answered the phone, but told me I should call the DC. I called the DC and left a message, but never got a return call. In the mean time, my credit union loan application is about to expire and they're telling me that their interest rate will soon be increasing. This has been BY FAR the most disappointing and frustrating car buying experience I've ever suffered through before! I'm still very excited about the car itself, but Tesla's completely inept approach to customer service is beginning to leave a very bad taste in my mouth.

I was finally able to get traction by going to the Costa Mesa DC (even then, it was terrible). I also found an agent in Vegas that was actually not just friendly, but more importantly, helpful and responsive. Even then, my delivery was awful. I arrived for my morning appointment, sat there for a long while before someone came up to tell me my car wasn't ready. It'd be another 2hrs or so. So I was sent home, only to come back, wait longer... finally, my car was delivered dirty and with some paint defects. I'm so unbelievably sad/disappointed in this whole experience.

 

[super20g]

The bummer is service is backed up now so if you drop your car off to get delivery defects fixed, you'll probably be in a loaner for a few weeks. Been 2 weeks here and still see the car is at the body shop unlocked every day... And car hit 85 (what I have speed mode set at) on the way to the body shop... Kind of kills the new car experience for sure. Hope your experience gets more pleasant going fwd.