Forums

Join The Community
RegisterLogin

My Voice to TESLA on my issues.

I thought I would voice my concerns about my issues and in doing so will cause change for the better, below is my email that I wrote to my delivery experience specialist:

Dani,

I wanted to start to the point, this experience has been the most disappointing car experience I have ever had.
The problems started with delivery being changed over and over, when the car arrived it had been damaged.

The car has damaged to the rear bumper, front bumper, passenger fender and wheel. I didn't buy a damaged car or repaired car and this is what i am getting, i don't want to hear anyone making excuse that its third party shipping. If you don't have a reliable shipping company then Tesla needs to resolve this issue cause I will not be the only customer with this problem. I was really excited to purchase the car but this experience has really upset me, nothing has gone right with this purchase. I know the service center is working on getting me new parts which has made me happy that its not being repainted at a body shop and that all parts will be new but out off all the cars 5 cars i purchased since June 2012 this will go down in my books as the worst experience. I like what Tesla is about as a company but I can't recommend a product that has issues like these, I am even more frustrated that i can't voice my concerns except going on Facebook and other social sites to get my point across. I was so frustrated that I told the service people i don't want the car, i want a new car or my money back.

djp@pixi.com | JUNE 29, 2013
This guy sounds like one of NNT's class mates

I don't follow what you are saying.

You troll hunters are idiots.

Greg, are you aware of the restrictions that the great state of Texas, places on Tesla?

Can someone explain to me why most of the replies are about the legitimacy of my claim versus addressing the actual problem?

I posted pictures so that everyone can see that I have an issue.

Tesla Service is resolving the issue and they are going out of their way to do this. My best experience so far has been dealing with the service people but thats not what I have a problem with.

My problems are in relation to delivery expert not following up and being MIA. The car arriving damaged, which I think should be an easy fix for the company to improve. I post these comments cause I want someone to fix them and improve the overall experience.

Lets focus on the actual problem and stop avoiding the issue at hand by turning focus to other areas.

@greg@canpolusa.com

"Can someone explain to me why most of the replies are about the legitimacy of my claim versus addressing the actual problem?"

Because there are a bunch of self-appointed troll hunters in this forum (likely a bunch of stock holders who don't even own the car) trying to squash any criticism of Tesla.

And like good attack dogs, they attack the messenger instead of the message.

Mel | JUNE 29, 2013
Greg, are you aware of the restrictions that the great state of Texas, places on Tesla?

Greg's response:
I am aware of the restrictions but I do a lot of shipping within our company and we only deal with carriers that have polices in place that monitor the freight (example: Taking pictures, don't transfer freight, and follow guidelines on how to transporter freight securely).

This is not suppose to be a difficult concept.

STOP CONDEMNING GREG.... geesh. We know that cars don't always get delivered in perfect condition... let Greg vent.

Greg, most deliveries now days go through a service centers where they get detailed and problems get fixed before the customer has to worry about it. It is the exact same thing dealers do when they receive a shipment of cars. They pull out the damaged ones and fix them then put them on the lot to sell and the customer never knows.

In Texas I am sorry to say, Tesla's hands are tied. They will get it fixed for you but it will take time. If you don't want other customers in Texas to have this issue you will have to call your state legislature and have them remove the limitations on Tesla. People shipping cars are not perfect and things will happen sometimes like in your case but Tesla is not allowed to come in your state and inspect the car before that third party shipper gives it to you.... period end of story.

What do you want Tesla to do to stop this problem?????

They are not allowed in your state so how do they correct the problem?

Any suggestion would be greatly appreciated by Tesla because I am sure they want more happy customers and less unhappy ones in Texas.

Greg, please let us know how your discussions go with Tesla ,it might be something you can help with.

Update:

I got a follow up call from the service center:
They have informed me that all parts are in and they will try to do a Sunday delivery on the car.
I am really impressed that they are addressing the issues quickly and that they are willing to do a Sunday delivery.

My Delivery Experience Specialist:
I got a follow up email which I responded with my issues and concerns.

Mel | JUNE 29, 2013
Greg, please let us know how your discussions go with Tesla ,it might be something you can help with.

Greg's Response:
I hope that someone listens and fixes these issues. If I didn't care then I would say nothing but I do care and I want this to be resolved. Even with the frustration I had, I would still buy another car. I just don't want Tesla to say to me in the future sorry your car had damaged we will not accept it for trade in the future.

I am glad you are getting good responses back from Tesla to resolve your issues. It should always be the first thing we do (to work with Tesla using all possible effort to achieve your goal) before coming to the forum.

Glad they are making things right, but wow -- what a frustrating experience as a new car buyer.

There have been a couple of issues like this; I assume Tesla is paying attention to which delivery companies are doing such a bad job and replacing them where possible. They are probably just as pissed as anyone at seeing a car delivered with damage like that; I hope they get the responsible people fired.

To the self-appointed troll police: I hate to say it, but I think lately I've seen more occurrences of a legitimate posters getting attacked than real trolls posting. Yes, there are the NNTs of the world, but not everyone who has a problem with their Tesla is an NNT. And when someone *does* have a frustrating experience, getting attacked on a Tesla message board certainly doesn't make them feel any better.

It would be great if Tesla's mechanism for owners in the forums worked well, but it doesn't. And that is Tesla's fault, not the owners'. So lighten up a bit. If you have doubts, ask for pictures or a VIN (politely). But researching the poster, his name, his company, his location, etc. just seems a little bit stalkerish.

@greg,

Since TM revolutionizes the auto industry and is a start-up company that builds the world best automobile, we the MS owners as the early adapters and believers want TM to success. We never claim that MS or TM's post-sale service is perfect and has no need to be improved. This TM sponsored forum is designed as a platform for us to discuss the good or bad relating to MS or TM that aim to help the improvement to MS and TM. However, unlike us, there are people for the sake of their own interest who want TM to fail. They come to this forum with tainted purpose to make up things in order to bring reproach on MS or TM. They are trolls and they cannot have the access to the private thread unless they are MS owners or reservation holders. Thus, if you post a private thread, your criticism, no matter how harsh it is, can be respected and your issue would be seriously listensed.

@bradslee:
sorry, but that doesn't sound right: one is only "eligible" to critique if one either has a reservation or already owns a MS and only then one's opinion is being respected?

@bradslee@yahoo.com

"They are trolls and they cannot have the access to the private thread unless they are MS owners or reservation holders. Thus, if you post a private thread, your criticism, no matter how harsh it is, can be respected and your issue would be seriously listensed."

OB THE PROCESS FOR GIVING OWNERS ACCESS IS BROKEN comment

Also, it's important for prospective owners to know these things so they can make an informed decision.

@tobi_ger,

Only criticism from "bona fide" (not "eligible") critic would be respected.

Update:

Tesla Service has contacted me to inform me that the car will be ready for pickup tomorrow. I am surprised how quick the issues are being resolved and that it will be ready on a Sunday.

Mr Georgio.....I have worked in the shipping industry a while ago for few years. Even the best ones incur yearly cost due to shipping related damages. The best ones keep a tight track their of damage rate in order to minimize their costs. As said above, the reason you may have not experienced this before is because other car companies fix such shipping related damages in local service centers/dealerships before transferring the cars to the buyers. I must say, even though the content of your post accurately reflects the pic. of your car, the tone is quite misleading. The tone of ur post made it sound like Tesla delivered your car after putting your vehicle thru a 10 car pile-up demolishing derby!

PS: Recommend to diversify if planning to leave a long lasting family business to ur heir..this OIL thing is not a sure thing in the long run....

I love the name of this topic - My Voice to TESLA on my issues

... and figured the Forums was the best place to play this out? Well maybe not. A lesson for many here to take heed of.

The troll hunters are becoming worse than the trolls.

Sorry you had a bad experience Greg, and I think I would expect a new car as well.

Im pretty sure you could have refused delivery though.

Use width="600" in your HTML to fit the column.

So basically as this all turned out, was that the third party shipper in Texas damaged the car after it left the Texas service center, and Tesla has bent over backward to make it right?

It sucks to have your car damaged like that. I'm a bit perplexed about how a car shipper can be that careless, but it seems like Tesla was not the issue here. Glad it all worked out for you though, and welcome to the family.

@jbunn@hotmail.com....agree if Tesla had refused to make it right with him it would have been the "most disappointing" delivery experience as the OP claims. In the absence of that such a claim at best is being over-dramatic.....BTW, Tesla may need some kind of delivery check list during hand over of cars......who knows some may claim shipping damage when it's damage done after shipping....

The reason for the questions about the veracity of the story is a history of people making dubious claims about Tesla. It seems like your claims are however true and deserving of attention.
There are two points that I have questions about.
The first relates to this comment:
"I wanted to start to the point, this experience has been the most disappointing car experience I have ever had."
This seems like a gross exaggeration based on some body panel damage caused by the third party delivery company which Tesla has now bent over backwards it seems to make it right. It seems specious and unfair to make such a bold claim before waiting to see how Tesla make it right. Many people, particularly those looking for ammo against Tesla, will check the initial posts on these forums only and not read on to see that the problem has been fully sorted. Leading with such inflammatory language to me seems unfair to the company who seems to be going out of their way to right the wrong.

My second question relates to this comment;
"I am even more frustrated that i can't voice my concerns except
going on Facebook and other social sites to get my point across"
Once again this seems inflammatory and patently false considering you describe 1. emailing a delivery specialist directly 2. writing on Tesla's facebook 3. posting on Tesla's forum and there is also teslamotorsclub and twitter. The ability to actually communicate directly with Tesla in multiple ways seems to me to be far ahead of what any other car company can offer short of boutique super car manufacturers. You have had ample opportunity to vent your concerns haven't you?

I think if you have an issue and get stonewalled or fobbed off on resolving it then this sort of post is appropriate. However posting a highly inflammatory negative post only to then report back 3 pages later "all sorted, happy customer" seems pointless and prejudicial to the company. Now its a free country and anyone is free to post however they want but if there was a single action that could allay many peoples concerns with critical forum posts it would be waiting to see if the issue will be quickly and satisfactorily sorted BEFORE going on a forum rant.

I've never had reason to complain about Tesla before, so when the price of the extended warranty jumped without warning, rather than take to the forums I emailed service@teslamotors.com. Their response was unacceptable, so I emailed George Blankenship, who promptly replied personally and addressed my concern (and everyone else's!). He even engaged in a follow up discussion about the state of things in Texas (where I am).

I once had a serious lemon of a Mitsubishi 3000GT Sypder (a $50,000+ car; considerably more in today's dollars) and had to call the Regional VP every day for a month to get them to resolve my far more serious problems with that car, and with their acting like they were doing me a huge favor.

Sure the process is still a bit frustrating here in Texas and likely will be for a couple more years, but Tesla has done a phenomenal job dealing with it as best as could be expected.

Greg, my point here (to you and to everyone else) is to give Tesla a chance to make things right before coming to the forums to air your concerns; in the end, this headline should have been "Tesla Delivery Fail; Good Save by Service."

GReese is a troll.

bunn@hotmail.com | JUNE 29, 2013
So basically as this all turned out, was that the third party shipper in Texas damaged the car after it left the Texas service center, and Tesla has bent over backward to make it right?

It sucks to have your car damaged like that. I'm a bit perplexed about how a car shipper can be that careless, but it seems like Tesla was not the issue here. Glad it all worked out for you though, and welcome to the family.

Greg's response:
The way i see it is all the issues are Tesla issues, they start from Tesla Delivery Expert booking me in several times and the car was not even in the state and then the delivery damage from the carrier they hired.

ustineet | JUNE 29, 2013
@jbunn@hotmail.com....agree if Tesla had refused to make it right with him it would have been the "most disappointing" delivery experience as the OP claims. In the absence of that such a claim at best is being over-dramatic.....BTW, Tesla may need some kind of delivery check list during hand over of cars......who knows some may claim shipping damage when it's damage done after shipping....

Greg's Response:
I had not even picked up the car so nothing about the damage is over-dramatic, I agree with them having some policies in place for shipping. I would like them to use reputable shipping companies that have polices and guidelines and not some questionable shippers.

riceuguy | JUNE 29, 2013
I've never had reason to complain about Tesla before, so when the price of the extended warranty jumped without warning, rather than take to the forums I emailed service@teslamotors.com. Their response was unacceptable, so I emailed George Blankenship, who promptly replied personally and addressed my concern (and everyone else's!). He even engaged in a follow up discussion about the state of things in Texas (where I am).

I once had a serious lemon of a Mitsubishi 3000GT Sypder (a $50,000+ car; considerably more in today's dollars) and had to call the Regional VP every day for a month to get them to resolve my far more serious problems with that car, and with their acting like they were doing me a huge favor.

Sure the process is still a bit frustrating here in Texas and likely will be for a couple more years, but Tesla has done a phenomenal job dealing with it as best as could be expected.

Greg, my point here (to you and to everyone else) is to give Tesla a chance to make things right before coming to the forums to air your concerns; in the end, this headline should have been "Tesla Delivery Fail; Good Save by Service."

Greg's Response:
The turning point for me was when my delivery expert was MIA, this cause more frustration and I just had enough. I have no regret about posting since I work hard for my money and this is not a cheap purchase. I want Tesla to learn and become a better company, this can't happen unless the issues are presented.

The service department is making things right but I would like to see the same efforts in the whole company because I plan on buying the Model X.

One thing that is positive about dealing with the Service Department was that now i will want to get the extended warranty since learning on how they handle issues.

Docrob | JUNE 29, 2013
The reason for the questions about the veracity of the story is a history of people making dubious claims about Tesla. It seems like your claims are however true and deserving of attention.
There are two points that I have questions about.
The first relates to this comment:
"I wanted to start to the point, this experience has been the most disappointing car experience I have ever had."
This seems like a gross exaggeration based on some body panel damage caused by the third party delivery company which Tesla has now bent over backwards it seems to make it right. It seems specious and unfair to make such a bold claim before waiting to see how Tesla make it right. Many people, particularly those looking for ammo against Tesla, will check the initial posts on these forums only and not read on to see that the problem has been fully sorted. Leading with such inflammatory language to me seems unfair to the company who seems to be going out of their way to right the wrong.

Greg's Response:
I will explain why I wrote that and maybe give you a bit of insight on how I feel.
Here are my frustration with the delivery expert:
I had a Delivery Expert that booked an appointment and never called me back till I was in front of Tesla, I later received an email to tell me sorry but your car is not ready today so I can rebook you for Monday. I accepted this appointment and I decided to call Service Department and check this time, service department said they had no idea what I was talking about. At this point my frustration is building cause no one is able to follow up and tell me what is going on. I contacted the delivery expert and no response again, so I called Tesla HQ and said my delivery expert is MIA and he has me running around like a hamster in a cage. They finally told me look the car is in transit still and I should get it Wednesday, the day came around and I contacted Tesla HQ and was informed the truck brook down. I got a new delivery date of Friday which it did arrive damaged.

I never went through circles like this no matter what i was buying, I got an email from my delivery expert and I told him all the issues and he replied that his volume of customer makes it difficult. This is not acceptable.

My second question relates to this comment;
"I am even more frustrated that i can't voice my concerns except
going on Facebook and other social sites to get my point across"
Once again this seems inflammatory and patently false considering you describe 1. emailing a delivery specialist directly 2. writing on Tesla's facebook 3. posting on Tesla's forum and there is also teslamotorsclub and twitter. The ability to actually communicate directly with Tesla in multiple ways seems to me to be far ahead of what any other car company can offer short of boutique super car manufacturers. You have had ample opportunity to vent your concerns haven't you?

I think if you have an issue and get stonewalled or fobbed off on resolving it then this sort of post is appropriate. However posting a highly inflammatory negative post only to then report back 3 pages later "all sorted, happy customer" seems pointless and prejudicial to the company. Now its a free country and anyone is free to post however they want but if there was a single action that could allay many peoples concerns with critical forum posts it would be waiting to see if the issue will be quickly and satisfactorily sorted BEFORE going on a forum rant.

Greg's Response:
I think your missing the entire point here, this was not a good experience by any measure. I really hope that Tesla listens and improves on these issues, The product can only be as good as the overall experience. I want Tesla to fix this cause they have the product but the customer service from the delivery expert to delivery needs to be fixed. The service department is what eased my frustrations so I give thumbs up to them.


X Deutschland Site Besuchen