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Complaints on ordering and customer service

I am a customer from Hong Kong, and this is the second time I decided to send you email directly as I feel no one can help and give a positive response in Tesla Hong Kong. I feel depressed, being deceived and being left on the basket.

Before starting my long story, please forgive my poor English.

In 2013, I had my first approach to Model S by having a test drive in Cyberport, Hong Kong. I was attracted and anticipated by the advanced technology and concept of future car would be. I decided to have my own Model S and raised many question to the staff who cares my test drive.

During the test drive, I had the following questions raised and they replied as follows:

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Q1. Will Internet browser still exists after delivery of HK market? Transport Department in Hong Kong should not allow the screen to display the information other than driving information.

A. Internet browser do not have video play back capability, which should pass the type approval. What TD is concerning is video playback feature on a vehicle. Don't worry about this feature will be disappeared after HK delivery.
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Q2. When will vehicles being delivered?

A. We scheduled we will deliver the first car in Q3 2013.
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Q3. Will there any UK spec. mobile connector come along with the Model S?

A. UK spec. mobile connector will be available along with car delivery.
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Q4. Will Model S compatible with mainstream charging standard?

A. Model S will follow the spec. from US. The only difference from US is RHD version. All features will be as same as US variant. Owners can easily charge their cars with Mobile connector come along the car or use public charging station easily all over Hong Kong. While using normal charging stations, you can plug your Mobile connector in and start charging your Model S. If you are next to quick charging station, you can just simply plug in the cable installed on the charger.
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Q5. How about Google Maps? Will it come along with the car?

A. Google Maps is an international map, which should be fine in HK and even in China.
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Q6. How about pricing?

A. Tesla is planning to sell the cars in same price all over the world. There may be additional cost for shipping and delivery. But for confirmation of price will be updated afterwards.
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Q7. Will 5+2 rear-facing child seats available in Hong Kong?

A. It will available as an option. You can choose this option when you order your own Model S.
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After understanding the questions I concerned with information search online, I decided to make reservation on Model S which is the first time to reserve my own Model S.

However, after a long wait over 8 months, there are nothing updated me and no one cares about my reservation. There were no calls, no events, nothing! I was so disappointed and requested for refund. The schedule of delivery was already delayed for months, which already broke the promise when I had my test drive!

After 5 months away, in 12 FEB 2014, the pricing in Hong Kong was officially launched. The prices are similar to US variant and which makes me feel comfortable to reserve my own Model S again.

When the order was confirmed at 25 FEB 2014, the nightmare has just begun. As I mentioned in another email, I had very bad experience on booking my test drive, being ignored by Hong Kong staff and many promises were broken and makes me feel depressed and being cheated.

The browser was removed due to Hong Kong law and being rejected by TD in type approval. As I mentioned before, there are strict limitation on information display on dashboard and driver viable area. Video and other non-driving information are strictly prohibited.

The rear-facing seat was facing the same issue and being removed. TD explained that there were no previous case having a 5+2 and rear-facing setting. The seat number should be front-facing, fixed and keep unchangeable in a standard private car.

Google Maps was being removed with no reason. HDD offline maps will take place on navigation. There will be no live-time traffic available, location information search and satellite maps available on offline maps. I called the hotline for Hong Kong owner, asking the reason for no Google Maps, and they just explained Elon Musk decided to remove the Google Maps in Hong Kong and China spec. Model S. If there are any updates, and they will let me know. I was really disappointed. I don't think it is a reasonable answer to everyone. This is TOTALLY UNBELIEVABLE.

For charging, the charging standard is now different from US variant and basically NOT compatible with mainstream charging station in Hong Kong. While Model S in Hong Kong takes IEC standard, CHAdeMO and SAE plugs are more common and being used in many charging stations. Users cannot use the public charging stations easily as promised in quick charging station and there are no UK type mobile connector come along with the car, which means I cannot charge my car up with normal charging stations. I called to Hong Kong officce again and asking for solution, the just suggesting me to install the 40A wall connector which come along with the car. There are difficulties for a Hong Kong user to install a 40A wall connector in car park.

Hong Kong is a small city and there are limited space for living. Most people in Hong Kong are living in tall building and they park their cars in a large car park nearby. While we rent a car parking space, which is usually floating space, with only permission to use a space to park the car. Users do not really own a space for parking. Charging, waxing and car wash and more are usually strictly prohibited. (Please ask Trista for real situation in Hong Kong, she really helps me a lot and talked with me and trying to help me. However, I know she DO NOT have permission and authority to do much for me! Or you can call me directly and I can explain it to you directly.) In this case, I cannot install the wall connector to charge my car up. If there are no UMC coming with the car, basically I have NO ways to charge my car. For superchargers, there are also nothing. I don't see anything your company will do in Hong Kong. I am depressed and disappointed.

For those description and claims by Hong Kong officials from your company, which is already commits an offence in Hong Kong, the Trade Descriptions Ordinance, Chapter 362. The Ordinance is aimed to prohibit false trade descriptions in respect of services made in consumer transactions. If any person who in the course of any trade or business applies a false trade description to any goods; or supplies or offers to supply any goods to which a false trade description is applied; or has in his possession for sale or for any purpose of trade or manufacture any goods to which a false trade description is applied, commits an offence. Reference links as follows:

http://www.customs.gov.hk/en/whats_new/tdspg/
http://www.customs.gov.hk/en/consumer_protection/trade_desc/unfair/index...

Emails were sent to the management and I am looking for positive reply.

This is forum for Tesla enthusiasts. There are no Tesla workers here.

I just wanted to express what I see and my feelings on Tesla. Quite disappointed to its service and management, but really amazed by the product. I really wanted them to follow and understand what people thinking in Hong Kong. If I decided to quit and refund, I don't think I need to type such long to its management.

@info@italk.hk,

You have made one very serious misunderstanding. Regardless of anything you think was promised, you were not promised anything.

Tesla did not have vehicle approvals when you made your reservation. That reservation allows for changes to the vehicle.

Sorry you do not understand how a commercial transaction is conducted with a vehicle still undergoing approvals, but Tesla could not guarantee ANYTHING.

You have received a refund once.

You can receive a full refund again.

You have not been legally harmed, just disappointed.

I share your feeling too, but being early adopter, you better be ready for it instead of expecting Tesla ready for you, otherwise one should wait for Model X which could be a better product or Model E with more reasonable price and refine too.

You are not alone getting poor customer service. I had a miserable experience with them in Marietta, GA, as much as I want to love them. Amazes me that you stuck with it so long. In any event I sent Tesla a message so I will see how they reply. I did want to add a quick story about why I switched away from Apple. Once upon a time I was in an Apple store (cool clean place, kind of reminds me of a Tesla store!) and politely asked whether one of their desktop computer products had a CD/DVD drive: the Apple sales guy laughed at me. He then actually mocked me, saying no they won’t play 5 1/4" floppies either. I consider it basic product arrogance. So I am amazed to hear stories like yours where people still flock to them. Lots and lots of options out there, especially at the Tesla price point. I would advise you to wait and let them get their act together BEFORE you buy.

Sue em
Get a Fisker Karma

"While we rent a car parking space, which is usually floating space, with only permission to use a space to park the car. Users do not really own a space for parking. Charging, waxing and car wash and more are usually strictly prohibited. (Please ask Trista for real situation in Hong Kong, she really helps me a lot and talked with me and trying to help me. However, I know she DO NOT have permission and authority to do much for me! Or you can call me directly and I can explain it to you directly.) In this case, I cannot install the wall connector to charge my car up. If there are no UMC coming with the car"

Even if the car came with a UMC, if you plug it in to a normal house-outlet, it takes forever to charge.

"basically I have NO ways to charge my car."

Then why on earth do you want to buy an EV in the first place? Sorry but if local conditions do not allow using an EV, then don't.

This reminds me of someone who bought a Model S, only to sell it quickly after.

Not because he was unhappy with the car. But because he could not charge it. It took 2 days to charge which is useless.

He could have saved a lot of aggravation by checking if he could built a, for his needs acceptable charging-infrastructure at his home in advance...


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