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Frustration

I took delivery of my model s 2/11/13 and while I love the car I am ready to call my attorney out if complete frustration with the organization:

1) the car was delivered with only one key and repeated calls to get a second key have brought nothing but promises and no key.
2) the car was ordered with the super charging system and I was informed that while it was back ordered it would definitely be installed prior to delivery. As of today I still have no super charger and have not been able to get a definitive answer as to when it would be received
3) most important , the windshield has been coming apart and I have been told it will take 4 to 6 weeks to receive a replacement. I am now in the position of not being able to drive my new car for 4 to 6 weeks. I have been told by my Porsche dealer to contact an attorney and make a lemon law claim. I am loathe to do this, but I may have no alternative.

P_D;
+1

And we're not even in Denmark.

@Pungoteague_Dave,

+1
I think that your feeling is correct. It will be in someone's wild imagination that TM has delivered a MS with the windshield falling apart.

@Pungoteague_Dave: I am a Tesla Fanboy, and I've avoided venting my customer service frustration in the forums, but having experienced a total lack of communication on what is happening with my car along with a lack of follow up on questions I have raised, I think this varies heavily by region. I suspect if I was close to a service center, all my issues would have been resolved by now, but instead since it is not convenient to get to me (300 miles from nearest) or vice-versa, I have been blown off. There were also countless minor issues with the process of getting my car to me. That said, there area no critical issues on my car, and in fact it works fantastically. There are a few minor issues that are relatively superficial, but nonetheless indicate to me that the complaints in this thread are believable.

Tesla has done a great job on the design and build, but anything after the fact (delivery, follow up, general customer service) are experiencing dramatic growing pains. I don't think suing is the right answer, and I do believe at the top levels they are very concerned about this, but there is not enough bandwidth to communicate to the customer in a satisfactory way. This is the downside of selling direct. You MUST fully replace the function of the dealership, and so far they have fallen short for anyone outside of the near radius of a store.

I hope that this changes quickly, as I fear they are in real danger of screwing up the ownership experience of the people who bought this car after the car of the year awards, which are NOT early adopters, and will have a very different level of expectations. As people have said, it is a VERY expensive car, and if you buy a very expensive car, the dealership will take very good care of you. This is table stakes, for the success of the new sales model. The follow on sales, and word of mouth is what will create the growth potential for Tesla, and if the experience is poor, you can be sure that sales will suffer. The clock is ticking.

@Leofingal,

Well said. You should email your comments to Mr. Blankenship and Mr. Musk for their awareness of the after sales issue and taking action to improve the matter.

Leofingal, I am sure you are correct in your personal experience, and it worries me a bit. Like you, my primary residence is a long way from any service center or supercharger (or any public charger at all), over 200 miles to Rockville, so beyond a normal charge range at highway speeds. My car is there now, and they do provide a rental, but for me, it is a full day to drop off and another full day to pick up. I was promised road ranger service at my farm, confirmed several times, but it turns out that only applies when the service can be provided at the farm. In this case the service center needed the car.

I have found the telephone service people to be quite knowledgeable and responsive. What kinds of problems are you having? My issues now are loose bumper nuts, wheel balance, whining noise from rear, tire system waning issues, and pano roof noise.

@Leofingal | February 24, 2013
...
You MUST fully replace the function of the dealership, and so far they have fallen short for anyone outside of the near radius of a store.

Really? You know that? For "anyone(=everyone)...)"? I'd warrant there are many exceptions. But clearly "for many" or "for some" that's true. Possibly even "for most". And of course demands on customer service are about to experience (compared to, say, the end of January) a 4X ramp-up over the course of 2013.

The increased "density" of owners/cars will support increased density of service stations and more robust staffing, too, of course. Ideally, that capacity ramp would catch up to and get ahead of delivery ramping. It had better!

Could someone tell me where these great dealerships are? My experience is that once you take delivery, if you call the dealership you get transferred to the service department. I usually don't see the person who sold me the car until I've ready to buy a new car.


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