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Delivery Specialists Experience

First not-so-great experience with Tesla.

Scheduled to pick up my MS on Saturday. Had not heard boo from my delivery specialist since an initial email introducing himself and asking for a copy of my drivers license and insurance, which I emailed back that day.

So last Wednesday I decide to lob in an email just to touch base - actually hoping to be able to pickup my car earlier. No response. Email on phone call on Monday. Nothing.

So today I call Tesla at 12:30 eastern time, saying I am having trouble reaching my deliver specialist. She tell me my car is in White Plains. I ask about paying, service, etc - they say I can go to the pay button on the website - oops, no pay button. They say they need my insurance, which I sent in 3 weeks ago.

She says she will have someone get back to me within two hours.

Call again at 5:30. They say it has been referred to my delivery specialist's manager - but can't tell me a name or email address, but I will get a call tonight.

8:30 I call Tesla and get a recording - leave a message.

Disappointing that my car is sitting at their service center, a place I would never park my Tesla overnight, and my delivery specialist and Tesla are nowhere to be found.

Wow. How frustrating. Mine is good about getting back to me although I've gotten some incorrect information a few times which wasn't fun. But no problem getting emails or phone calls returned.

How much "prep" is there for delivery after it arrives in the service center from the factory? I know some people have them delivered on a flatbed to their house, so I'm assumming it is not all that involved.

Can I just go there and pick it up? What would I need to bring?

I had the same issues and once I got someone on the phone at this number everything was resolved within hours. (888) 771-2505 I found this number somewhat buried on the site, but it's the line for the delivery specialist team. I took delivery last Friday and good news is I love the car so much I'm somewhat over the poor upfront service (except for the guys that jumped in and fixed, they were great.)

I will be over it too...once I get the car. I'm glad they don't have dealers because I don't see the value add.

Is there something that describes what the delivery specialist is "supposed" to do - with my car at the service center and delivery scheduled in a few days, the only communication I got was asking for a copy of my drivers license and insurance. Nothing about service options, how to pay...I'm guessing they want me to pay before I drive it away?

@ tes-s, ask to speak with Vaasha Lutchman or Chris Swann - both are senior delivery specialists and will respond immediately.

Once I got someone to help they initiated the 'payment' button and within an hr I got my final paperwork. Once those two things happen you can finalize payment and your loan if you have one. They also confirmed my appointment time to pick up the car. Other than that I just showed up, did my version of an inspection, they did a complete run through of the car, options, etc and then I drove away. Pretty simple. I made my final payment online before I went, but only because I financed and had the final check in hand. Would never have fully paid prior to laying eyes on the car. Online payment is acknowledged same day (even if withdrawn a few days later), so you could use your phone to complete while sitting at the service center.

Thanks MichL. I just got a very nice call from a Tesla delivery manager who explained my delivery specialist had moved to another location, another has been assigned, and they would get everything straightened out - including the paperwork that will arrive tomorrow via email.

This has not dampened my excitement about the car at all, and they are going to meet or beat the promised delivery date of this Saturday.

Now I wish I had called Tesla last week, instead of waiting until today!

You'll love it! Had a lively few days of questions, test rides and random strangers wondering what the car was all about, usually a 'what is that!', then getting more excited when they realize it's all electric and a Tesla. And this in the somewhat saturated SoCal area. Enjoy!

Not an excuse, but an explanation: TM is rapidly growing/expanding. During this rapid growth phase with people shifting positions (moving around the management chain) things can get overlooked.

If you/anyone experiences this type of situation where you are not being communicated directly it is our responsibility to push for information/express concerns up the chain of command.

If you establish a relationship with an individual within the home office keep their email for future reference.

@tes-s: The guys at the service center where I picked up my S85 on Monday pointed out some new cars that just arrived all wrapped. They said those were the first they've seen. Mine was not protected that way so this is a very recent change.

As for prep -- they charged up and detailed my car. When I went to pick up the car the DS spent a lot of time going over everything about the car. I just let him do his job even though I had memorized everything about the car thanks to this forum and the documentation. He had me sign some paperwork related to financing and a document saying that I accepted the car. About a week before delivery they had me send a copy of my driver's license and proof of insurance. They just wanted a copy of my insurance for my current vehicle, not new insurance for the Model S. Also there were some documents that I electronically signed by going to a web site they sent me via email. The whole process was very straightforward and they kept me well informed.

I'd say call them with any questions you have. That's what they're there for, but at least in my case there were no surprises and all steps of the process were carefully explained on the phone and in email.

About a week before the start of my delivery window, my DS called me and arranged for a delivery appointment of 7/23.

My car arrived at the service center at 7/18. It then sat outside (through a rainstorm and in the direct sun) for five days because they insisted that I have an appointment to pick it up and the soonest appointment wasn't available until my original scheduled time on 7/23.

Plus, I had asked them not to detail it so there was little if anything they needed to actually do with the car.

Frustrating, but I got over it once I finally got the car. :)

DS experience was very frustrating for me as well. Tesla should address this as it is the first real interface between customers and the company.

My DS experience has been great. When I email, I hear back the same day or get an out of office notification with a backup contact in case of emergency. I've had two different Sr. Delivery Specialists contact me as well, one to just put me at ease and to go over the process.

I've had to switch lenders due to being qualified for a higher loan amount with a different lender, Tesla made the change to the MVPA and registration forms and are sending me new ones. This has been a very smooth, almost delightful process. Even though I wanted to get the parking sensors for $500, it was nice of Jerome to personally offer to re-price my vehicle in order to get the sensors, but I opted to keep my order. The response from management was amazing, especially considering that it was over a weekend.

Everyone has their own experience here, but mine has been only positive. I hope the trend continues and that I haven't jinxed myself.

Epilogue - all is well.

Jeff and Pierce (Pearce?) got everything back on track for me. Lots going on in the northeast and with some personnel moves my delivery got a little lost.

They got it back on track, and arranged my delivery two days earlier than had been scheduled.

Spent the afternoon driving (of course!), tried out the Darien supercharger, and had one small computer problem - called up, learned how to reboot, and it is fixed.

Perhaps some growing pains, but met some really nice Tesla employees today that really care.


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