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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.

I am picking up the car in couple of hours so I hope everything is resolved. I will post my feedback later.

I see that your company, Canpol, is in the business of supplying offshore oil companies. Heh.

Jon@w3art.com | JUNE 30, 2013 NEW
I see that your company, Canpol, is in the business of supplying offshore oil companies. Heh.

Greg's Response:
Not sure what relevance this has to the issue.

@Greg,
Truly stinks that you had a bad experience. I'd stop wasting your time responding to the tesla fan boys and troll hunters. This is a public forum, you are free to post as you want, either in the public or private forums (if you are an owner, which you clearly are).

You are 100% correct in my opinion, it doesn't matter if Tesla transported it or a third party did, Tesla is responsible either way. It appears as though the company has come through. Hopefully now that you have your car, you'll love it. Good luck and enjoy.

@Greg,
Truly stinks that you had a bad experience. I'd stop wasting your time responding to the tesla fan boys and troll hunters. This is a public forum, you are free to post as you want, either in the public or private forums (if you are an owner, which you clearly are).

You are 100% correct in my opinion, it doesn't matter if Tesla transported it or a third party did, Tesla is responsible either way. It appears as though the company has come through. Hopefully now that you have your car, you'll love it. Good luck and enjoy.

Greg's Response:
I am already excited and thanks for your positive feedback.

I had a truly bad delivery experience too...but its long forgotten after 6k miles on the car :)...and my local service center, which knew about my delivery 'experience', has bent over backwards for me since...hopefully you'll have a similar experience going forward.

cfriedberg | JUNE 30, 2013
I had a truly bad delivery experience too...but its long forgotten after 6k miles on the car :)...and my local service center, which knew about my delivery 'experience', has bent over backwards for me since...hopefully you'll have a similar experience going forward.

Greg's Response:
What was your experience? It seems like they are doing what is possible to resolve this issue. I am impressed with how the service department is handling the situation.

I posted on here. You can use Volkerize to find it. Multiple time changes. Late. Didn't come charged. Car not registered properly or inspected. Not washed or cleaned. Was called a whiner, told my expectations to high Yadda Yadda by the fan boys and troll hunters. Eventually squared away. White Plains service center staff are gems. But again, After almost 6k miles in this magnificent car (which does have its flaws despite what consumer reports says) I don't even think about delivery until I read posts like yours and remarkably have to come to your defense. Here's what you should know. Tesla does read these forums and they want to hear from you. They'd prefer you call them and have it escalated to someone. But the company cares tremendously about service and they want to hear when things go wrong. Ignore all the haters on this forum and there many. Posting on TMC is typically better (TM watches there too) bc people there generally speaking are a bit more rational than here.

I picked up the car and it looks great, I do have to bring it back cause the damaged wheel was not replaced and some minor stuff but I can live with that. I was super excited to get the car and now that I have it, I am definitely not disappointed.

greg, nice to hear thinks are starting to work out. Sounds like you have the " Tesla grin" .

Greg,

I'm a Sig owner and have had my car since Oct. There are certainly service issues, particularly as the field of cars expand. There are also clearly issues in TX about the ability of Tesla to sell directly to customers, outlawed by Texas' legislature.

It is understandable given the # of trolls we've seen that people were initially skeptical and some may remain so. The best thing to do, as several people mentioned, is to post a post such as this one as "private," which means that only owners and those with reservations can access it.

Assuming you're genuine and that you got your car today, good luck, and enjoy the best car you'll ever drive.

Richard

I wanted to let everyone know that Tesla contacted me right after about my minor stuff and that they will start taking care of it on Monday. I am very impressed with the service, the service has been the best experience I had so far besides driving the car. I took the car for about 6 hours of driving around town and I am sold fully on TESLA. Tonight I will put down a down payment on the model X, I think this speaks volume on how I feel with everything.

Thank you Tesla for the great service and the support during my issues.

@greg
Three things:
Glad you had a happy outcome.
It's too bad your Texas state representatives have hog-tied this great American success story.
...and what was that third thing?! ;)

Greg picked me up today and we went for a short ride. One thing I will say is that his car (P13243, P85+) has phenomenal build quality, especially compared with mine (S00219). The ride is rock solid with no inverter whine on acceleration and no creaks anywhere. Extremely nice looking car and the panel replacement was seamless.

@Bighorn: Sorry, this issue has nothing to do with Texas and (seemingly) more to do with overworked staff. Tesla is innovative with everything else, you can can't tell me they can't make arrangements with third-party shipping companies for real-time or close to real-time updates (FedEx style) on car locations, or even using the GPS from the cars themselves to report their relative location (I see no privacy issue as long as this is done prior to turnover, although I could see the trucking company might have a security problem with it). If anything, that would take burden away from staff because owners could check the location of their cars without having to bother the DS (though care would need to be taken to ensure it didn't actually increase the number of calls--"why is my car headed to Dallas?"). Everyone understands that things happen (trucks break down, etc.) but it is how the company responds to those events that is going to make or break the customer's experience. If you have an appointment, and the appointment can't be kept for some reason, the customer should be notified at least the day before if that is possible. No doubt the DSes have busy schedules, but so do we.

GReese - you my friend are a clown

@Stephen
I may be incorrect, but I assumed that his car's cosmetic problems would have been taken care of by the local Tesla store or service center before customer delivery, but that that step was not possible with the Texas laws. Glad to hear your positive reviews as my delivery is mere weeks away.

At one point months ago there were reports TM was building up its own transport fleet. Any evidence of that?

@stephen,
what else did you notice in build quality? Have tolerances gotten tighter (such as between doors, trunk, lights, etc)?

Just to add my two cents...I had a problem with my highspeed wall charge and I complained to Tesla. I have NEVER received more people who want to make it right. In 24 hours - I went from really angry to their people are really good. Their response has been incredible. From the Corporate folks in Fremont to the regional folks on the East Coast to the local folks in NY/NJ. WOW. I cant comment about what happened in your case, but in mine - they have been better than Mercedes (we have one of those too), Toyota, or any other car I have ever owned. They cannot undo what happened but their can do response is what has impressed me.

@Bighorn Things have changed various times. For example, when I got my car in October, they were able to bring it to my house but Tesla wasn't able to touch them prior to drop off. Once the service centers opened, something changed, and the upshot is that most cars are now delivered there, prepped (detailed, etc.), and owners can pick them up there. So Tesla can certainly clean and charge the cars now which they couldn't before.

As for Ranger service, I'm not sure on the latest, but I paid for that option and last time they dropped my car off at my house using a Featherlite trailer (and they specifically asked if I had Ranger service before they committed to bringing to me). Presumably they would have charged me something if I didn't.

@cfriedberg I didn't look super carefully, but I noticed no issues with the car. Panel alignment looked excellent. Greg may bring the car to Houston Coffee and Cars this weekend and if so I can check closer.

@stephen,
Thanks, just curious...i assumed panel alignment et al would get better with time. I didn't notice much difference between mine (P045xx) and a Sig I saw up close at a EV car show we both participated in, but figured over time it would improve....


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