-
Want to remove ads? Register an account and login to see fewer ads, and become a Supporting Member to remove almost all ads.
[Resolved] Help! Having a nightmare at the delivery center
- Thread starter nishy1
- Start date
lucy
bluehair
Soolim
Member
It feels good to be vindicated. Now, tell us how good Tesla could be in responding to your evidence. Please keep us posted, as we like to hear good ending to a story.
gg_got_a_tesla
Model S: VIN 65513, Model 3: VIN 1913
Bugeater
Member
I would request that the person who gave you the runaround / big hassle / inaccurate info be told to apologize to you!
Electricfan
Active Member
Looks like it's on them - it's on your order agreement.
Be CAREFUL!!! That could ALMOST be construed as "criticism of Tesla", or "COT" for short. COT is not approved on this forum!!!
(I'm totally kidding of course)
- - - Updated - - -
Guys
Major major major update
I was looking through my files this am and guess what? The red calipers WERE on my final order confirmation. The tesla dealership gave me the total run around yesterday and they were wrong!!!!
I've emailed them (without saying I told you so) but let's see what they do.
Strangely it didn't appear in the final configuration but surely this is now totally on them????
That's great! However, I don't think you should just email them and sit back. I would follow up with a visit - have the config printed out - and hand it to them personally. Its not to make a scene or anything, but just to let them know you are dead serious. This now means its their screw up, and they need to own it and do right by you. As others have said - please keep us posted. This definitely should go your way now. They should throw in something free - a service visit maybe - to compensate you for all the trouble they've caused you.
One last piece of advice: you are dealing with the service center now (am I right? if not please ignore the rest). Well, the service center will have a totally different attitude about this - they do NOT LIKE fixing factory mistakes. (Read this forum, you'll definitely get that picture). SO, they may STILL argue with you about it.
If they do, here is what you do: ask them politely and calmly for the name of the regional service manager. Get his/her email and phone number. Contact him/her and get the problem resolved that way. If that doesn't work, keep going up the chain.
I'm a little worried that the service center is going to take the attitude that they've already won this fight and its all over - you agreed to the settlement and gave up your rights. NO, YOU MOST CERTAINLY DID NOT. Do not give in. Do not give up. Take it as high as you need to, but get the red calipers. They are yours. You configured the car with them and you have proof.
Note to moderator: maybe you should edit the thread title to reflect this issue is NOT resolved?
Last edited:
Electricfan
Active Member
Very smart. Love the personal responsibility you took. Agree with you that Tesla needs to rectify this, though. Nothing in the order process should be tricky in the least. Do you think it would be good for Tesla to call all buyers once they put down the deposit and place the order, to confirm everything? You did it yourself, but others might not realize it could save them a lot of heartache.
Andyw2100
Well-Known Member
It's not just the question of calling to make sure the order is completely correct. A call would certainly serve that purpose. But even more importantly, a call could serve to help build the relationship between the brand new customer and Tesla.
The company has chosen a sales model that is very different from the typical auto dealership model. Ordering a car online is certainly less personal than walking into a dealership or a store and dealing with a person. While some Tesla customers may live close enough to stores to go to one if that's what they would prefer, many don't, and are left with ordering via the internet as their only option. A simple phone call from Tesla to follow up on their newly placed order would go a long way towards making the buying experience less impersonal.
Ok so now I'm mildly ticked off.
Tesla (the delivery specialist) called this am to say he received the email I sent which proved the red calipers were on my order confirmation. He said the email was very "helpful" and he'd get back to me.
At 5pm he called back and said he had really gone to bat for me and convinced them they should replace the calipers. He said they saw a lot of changes in the order and it could have gone either way but ultimately they were giving me the benefit of the doubt when they really weren't sure they should. The guy thought I'd thank and grovel to him.
I reminded him that I needed no benefit of the doubt since the calipers were clearly on my final confirmation but he kept acting like they were doing me a massive favor.
Remember they screwed up. The order confirmation clearly states the calipers were ordered and they made the excitement of picking up my car completely irrelevant compared to the stress they put me under by a) screwing up b) making me feel like I was trying to con them into giving me the calipers and c) arguing with me on the phone. It ruined the experience on a $130k purchase.
Then the guy gives me the speech about doing me a favor???
I get they are going to rectify the issue and that's the main thing but they should at least recognize the hell they put me through and take a somewhat apologetic tone. Not happy with my DS or tesla customer service. I have asked that someone from the headquarters calls me tomorrow. I just want them to explain how they're doing me a favor.
What asses.
Tesla (the delivery specialist) called this am to say he received the email I sent which proved the red calipers were on my order confirmation. He said the email was very "helpful" and he'd get back to me.
At 5pm he called back and said he had really gone to bat for me and convinced them they should replace the calipers. He said they saw a lot of changes in the order and it could have gone either way but ultimately they were giving me the benefit of the doubt when they really weren't sure they should. The guy thought I'd thank and grovel to him.
I reminded him that I needed no benefit of the doubt since the calipers were clearly on my final confirmation but he kept acting like they were doing me a massive favor.
Remember they screwed up. The order confirmation clearly states the calipers were ordered and they made the excitement of picking up my car completely irrelevant compared to the stress they put me under by a) screwing up b) making me feel like I was trying to con them into giving me the calipers and c) arguing with me on the phone. It ruined the experience on a $130k purchase.
Then the guy gives me the speech about doing me a favor???
I get they are going to rectify the issue and that's the main thing but they should at least recognize the hell they put me through and take a somewhat apologetic tone. Not happy with my DS or tesla customer service. I have asked that someone from the headquarters calls me tomorrow. I just want them to explain how they're doing me a favor.
What asses.
Electricfan
Active Member
Awesome news that you are finally going to get what you ordered!
Sorry they aren't being polite about it. I had some minor issues with my car which was delivered in June, and you wouldn't believe what I went through to get them resolved. I had to go to the regional service manager for help. In the end they fixed the problem but did pretty much what you are seeing - minimized the defect and acted like the whole thing was somehow my fault. I guess that's why I reacted so strongly to this thread, and will probably react to all future threads where people have delivery issues. Now you can add your voice and experience and help future buyers who experience issues. If we stand together we have a lot better chance than alone.
I really think Tesla is going through growing pains on how they handle customer problems. Its been suggested (heard this on facebook) that they are adding personnel from BMW (in Houston's case) and other service shops, and those people are bringing in bad attitudes that they had in the dealership where they used to work. I can tell you when I talked to the regional service manager there was a completely different attitude - it was "we'll get this sorted out, sorry about that". And they did. Which leads me to believe Tesla upper management wants the customer treated with respect and fairly, its just getting lost in translation at the service center level sometimes. We've got to let them know when it happens and not take it lying down. I'm glad you're raising cain about your order - you deserve what you ordered and some kind of compensation for the screw up and the screw up handling the screw up. In my opinion anyway.
Sorry they aren't being polite about it. I had some minor issues with my car which was delivered in June, and you wouldn't believe what I went through to get them resolved. I had to go to the regional service manager for help. In the end they fixed the problem but did pretty much what you are seeing - minimized the defect and acted like the whole thing was somehow my fault. I guess that's why I reacted so strongly to this thread, and will probably react to all future threads where people have delivery issues. Now you can add your voice and experience and help future buyers who experience issues. If we stand together we have a lot better chance than alone.
I really think Tesla is going through growing pains on how they handle customer problems. Its been suggested (heard this on facebook) that they are adding personnel from BMW (in Houston's case) and other service shops, and those people are bringing in bad attitudes that they had in the dealership where they used to work. I can tell you when I talked to the regional service manager there was a completely different attitude - it was "we'll get this sorted out, sorry about that". And they did. Which leads me to believe Tesla upper management wants the customer treated with respect and fairly, its just getting lost in translation at the service center level sometimes. We've got to let them know when it happens and not take it lying down. I'm glad you're raising cain about your order - you deserve what you ordered and some kind of compensation for the screw up and the screw up handling the screw up. In my opinion anyway.
It's alarming to me how different your customer experience has been thus far compared to mine. I've had two model S's, and Tesla has treated me more than fairly. They have gone over and beyond in a few cases. I'm not sure if this can be explained by scaling and geography alone. It's really odd.
Electricfan
Active Member
I'm curious, have you had any serious defects in your cars at delivery? By serious, I mean something you didn't think was right and that they needed to correct for you?
[I know you didn't ask me] But I'm with andrewket, I never had any problems at my local service center. Not only that, they were always very friendly and went above and beyond.
-I had no issues upon delivery.
-I posted a thread here about the AC making odd noises (which apparently is normal), the service center called me (a few days later?) asking me to bring it in to get it looked it.
-I also noticed a VERY slight misalignment of the rear bumper cover with the rear quarter panel (or something like that). Asked them if it's an easy fix. The tech said the screw (or whatever part holds it), isn't where the TINY misalignment was, and it's not going to be an easy fix. The tech told the service adviser, and the service adviser asked me how I would like to proceed (i.e. take the bumper off and try to put it back on and see if it's still there, etc.). I said if it's not an easy fix, leave it alone. They could have EASILY minimized this issue, as it is VERY minor.
-Later, I had my scroll wheel button on the steering wheel replaced (it wasn't reacting well to me adjusting the volume). I over-reacted and shot off an angry email to the service center about why the buttons next to the scroll wheel had VERY minor scratches on them (looked like tool marks). They said they'll gladly replace the buttons, and asked when I'd like to bring the car back. I never did (it's only visible under direct sunlight at certain angles, and my kids have done worse already, so whatever).
-I had a loaner. Before I took it out, the service center looked it over and noted all the minor bumps/dents/etc. I missed that the wheel had curb rash (positive I didn't do it), and when I brought it back I noticed a very minor door ding (likely happened in my possession). I brought it to their attention, they said they don't care about something that small (I didn't think they would, but when I was getting the car, the rep noted a pen sized dent on the hood, so when I saw the door ding on the loaner, I was a little concerned).
So yeah, I've only had extremely positive experiences, and NEVER have they tried to minimize any of my issues.
Electricfan
Active Member
I'm glad I'm not the only one who's sent angry emails.
The OP and I have had bad experiences with problems that existed on our cars at delivery (well technically I noticed my problem the next day while giving it its first bath). I'm glad you didn't, as it really sucks to have a brand new car and not be happy with something about it. Somehow its worse than a problem on a car you've had 6 months. Brand new cars shouldn't have issues. Then, to have difficulty of any kind in getting the issue resolved can be really crushing. That's what I'm interested in - and a little sensitive about - so again I'm glad you're not in the club!
My good experiences with Tesla service far outnumber the bad, for the record.
Similar threads
