I have spoken to three customer service reps, sent two customer service and two referral e-mails, and had one chat session since ordering my vehicle. Basically, all were inquiries that I had forgotten to use the referral link and wanted to know if it could be added. I called the day after the initial order and was told it was possible. I also received this same message from the customer service reps, hearing nothing from the referral group.
SO, the day prior to purchase, I chatted with Jill (see below). Jill indicates she'll contact the referral group herself. She then chats back, "Absolutely your delivery person can add this to your Order!" So, I'm feeling good about things. Sent an e-mail to David Parson, the delivery support person in Las Vegas with a screen shot of the chat indicating the referral could be added. He ignores.
Go in for delivery... of course, they were not ready. Said the notary was not there, but in-the-mean-time had me speak with a very nice young man, Desmond, where I told him the whole referral situation. Showed him the screen shot of what the chat person Jill had indicated... he said Tesla will honor what they say. Then finally the notary arrives and there are all kinds of delays... car not charged, software not working to close paperwork, and who know what else was going on.
At any rate, yesterday, three weeks and four days after inquiring, out of the blue, the referral is refused. I show them the screen shot of what the chat person said their referral department told them to relay to me. Russ T, Referral Support in Draper, UT says they aren't going to honor what was communicated and, "Thank you for being part of the Tesla family." LOL
Tesla's customer service, delivery, and referral areas are in need of training to provide a fair and equitable process for all owners. Love the car, but my experience here tells me the left hand doesn't know what the right hand is doing.
Free Supercharger Miles
Chat session:
SO, the day prior to purchase, I chatted with Jill (see below). Jill indicates she'll contact the referral group herself. She then chats back, "Absolutely your delivery person can add this to your Order!" So, I'm feeling good about things. Sent an e-mail to David Parson, the delivery support person in Las Vegas with a screen shot of the chat indicating the referral could be added. He ignores.
Go in for delivery... of course, they were not ready. Said the notary was not there, but in-the-mean-time had me speak with a very nice young man, Desmond, where I told him the whole referral situation. Showed him the screen shot of what the chat person Jill had indicated... he said Tesla will honor what they say. Then finally the notary arrives and there are all kinds of delays... car not charged, software not working to close paperwork, and who know what else was going on.
At any rate, yesterday, three weeks and four days after inquiring, out of the blue, the referral is refused. I show them the screen shot of what the chat person said their referral department told them to relay to me. Russ T, Referral Support in Draper, UT says they aren't going to honor what was communicated and, "Thank you for being part of the Tesla family." LOL
Tesla's customer service, delivery, and referral areas are in need of training to provide a fair and equitable process for all owners. Love the car, but my experience here tells me the left hand doesn't know what the right hand is doing.
Free Supercharger Miles
Chat session:
· J
Hello my name is Jill and I will be assisting you today.
Me
· Good morning Jill
· I don't know if you've seen what I'm inquiring about... do I need to rehash?
9:00 AM
· Well... this is my dilemma...
9:01 AM
· This is my third try at getting a response to my referral, Free Supercharger Miles, applied. I'm supposed to pick up my vehicle tomorrow, but won't be able to as this has not happened. Have previously spoke with three reps, my delivery person, and sent two e-mails to the referral people over these last 10 day. My reservation is RN109357543. Please help!
9:01 AM
· ... Oh and my delivery is supposed to be tomorrow, but I'll have to reschedule due to waiting for this to be applied...
9:03 AM
· J
I am assuming you have reached out to your delivery advisor correct?
Me
· Yes, which he told me to e-mail the referral folks, which I have, twice to no avail.
9:04 AM
· I also e-mailed him today, saying I'll need to reschedule if this isn't resolved.
· ... haven
· haven't gotten a reply as of yet, but it's early in the day
9:05 AM
· his name is David Parson... in Dallas, TX
9:06 AM
· J
· I am email the Referral Team as we speak. One moment.
9:08 AM
· Thanks... this has been really trying...
9:08 AM
· J
· I can well imagine. I have marked my communication as Urgent
9:11 AM
· J
Is there anything else I can Is there anything help you with today?
Me
· This is the most pressing. Think the delivery person can assist with my car operation questions.
· This is stressful. I got this as a b-day gift and I don't want any regrets...
9:13 AM
· J
Absolutely your delivery person can add this to your Order!
Me
· He can add the referral>
· ?
9:14 AM
· J
Yes he can.... I can't understand why they haven't done this for you yet. That's why I am assuming you have reached out to your delivery advisor correct?
Me
9:15 AM
· Yes... he contacted me Monday about delivery. Don't know why he told me to email referral...
· Is there a way to get an e-mail I can show to him that he can make this adjustment?
9:17 AM
· J
I do not have an email. I would ask to speak to his Supervisor.
Me
· Will there be a note on my account that I spoke to you and it can be noted?
· J
We have every communication recorded
Me
9:18 AM
· ... but will it show the outcome or just note we chatted?
9:19 AM
· J
Our communication.
Me
9:20 AM
· So, just that we chatted...
9:21 AM
· J
I shows the action I have taken in sending an email to the Referral team. Your records will reflect ALL the communication we have made.
Me
9:22 AM
· okay... one moment...
9:23 AM
· Sorry, I'm at work and was interrupted. Okay, will let him know how this is to be resolved.
9:27 AM
· J
Is there anything else I can Is there anything help you with today?
Me
· No, think that is it - Thank you!
9:28 AM