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Frustration

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.

Getting Amped Again | 23. Februar 2013

I agree with @petero. I took delivery on my S a week ago and I'm quite pleased with the fit and finish of both the interior and exterior, and I'm coming from a 20 year history of new BMW's. Maybe the interior is a tick below a new 5-series, etc., but I'm quite happy with it.

a.heath1322 | 23. Februar 2013

I finalized my order last month and am very much looking forward to delivery.

That said, I'm making the purchase with realistic expectations. Speaking from experience, growing any company comes with a host of challenges--many of them unexpected. I won't be surprised to face less than perfect execution in resolving whatever issues arise; and I do expect a few. I doubt it will be a poor experience, but warranty issues, approach to customer service, and overall communication are no doubt a work in progress. Unfortunately for Gary, his will be a learning experience for Tesla.

The Model S is superior to the various BMW's, the Mercedes and the Maserati I've owned over the years. I'm betting the few bumps along the way are worth being part of what could be an exciting movement towards luxury EV's.

Gary, I hope your issues are given the attention they deserve so you can enjoy the magnificent experience of driving the car you (I assume) once fell in love with. Good luck!

KevinR.co.us | 23. Februar 2013

+1 jbunn

jat | 23. Februar 2013

@rwang - there are no fit and finish issues on my car (I don't even have the water in the rear light assembly issue that seems to be the most common complaint among early cars), and I am totally happy with the interior as well (though I may buy the CCI or other center console, but that is just a disagreement on style vs function, not a quality issue) -- maybe you have higher expectations there.

@DonS - the windshield is rather different than any other car I have seen -- the curve at the edges (especially top and bottom) is pretty substantial (hence the complaints about distortion at the edges), which I assume is for aerodynamic reasons. So, I am not sure you can just go to any supplier and pick one up. The speculation in other threads, based on what some people who had cracks where told, is that perhaps the fasteners weren't all tightened to the correct level which put extra stress on the windshield.

Mocaptain | 23. Februar 2013

Not trying to "one-up" your situation but my hood is defected. I am going to have my hood replaced. They are going to ship a primed hood to Boston and paint match to my car locally. I am not happy about it and I know it is going to likely take a while to resolve. There are 2 points I have taken into consideration. First, any early adopter or pioneer will hit a few bumps. Its should be expected. Second, I may be part of "working out the bugs" but then again I am not driving around another Audi, BMW, Porsche or Mercedes or any other every day vehicle that is over abundant and flooding the highways, I am driving something different and game changing.

Pungoteague_Dave | 23. Februar 2013

This whole thread does not ring true. Every owner knows how to contact TM directly and immediately, and they jump all over issues. You cannot take delivery of a Model S without receiving this information. Something smells here.

Brian H | 23. Februar 2013

P_D;
+1

And we're not even in Denmark.

bradslee | 23. Februar 2013

@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.

Leofingal | 24. Februar 2013

@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.

bradslee | 24. Februar 2013

@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.

Pungoteague_Dave | 25. Februar 2013

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.

Brian H | 25. Februar 2013

@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!

David Trushin | 25. Februar 2013

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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