I will preface this post by saying I completely identify with Tesla, their product, and their bigger picture. That said, their in-store rep straight lied to me. Once the price increase was announced I was ready to put down my deposit. I decided to go to our local store, at the Topanga Westfield mall to ask a few questions and check out the car, again. One of the questions was regarding the price increase and the new seats. I asked if I put my reservation in before the price increase but my car was built anytime in 2013 what seats would be installed. The rep said "You get the best of both worlds! You get the lower price but the new heated seats!" Wow, I thought, this all sounds great. I reserved. I occasionally visit the forums, but don't spend a significant amount of time on them. After I finalized recently I checked the forum and saw an entry on a random post that completely refuted what the Tesla rep had said.
I contacted my build rep, Jeff Chu, and asked if the new heated seats (I'm getting textile) would be installed in the car. Jeff said no.
Let me interject to say I get that Tesla is a start-up. I get there's been growing pains. I can stomach the cracked windshields, the doors popping open, the distortion with the windshield, the numerous software bugs and glitches, the water in the rear light, paying a ridiculous amount for the tech package, the waiting for parts, and everything else that's been brought up- which has been substantial. But when I'm told something by an official company representative that impacts my basic expectations for what's included with the car, I expect that to be true, why wouldn't I? I just don't expect to be told something that's simply not true by a rep to get a reservation made. And maybe the rep didn't know, but that's not on me, that's on Tesla. I'm fine if that's the policy and if I would have been told that from the beginning but I wasn't.
Jeff, who was receptive and polite, brought the issue up with his manager. No help. Can either get it as is, cancel my order, or transfer payment to Model X.
The lesson- never trust an in-store rep. The concern- Why can't they train and inform their employees properly?
As an entrepreneur myself who has dealt with start-up woes, I would always stand behind the customer, even if it meant eating a certain level of cost, while the issue was sorted out. They could have easily flipped the bill for their cost of new front seats (what $500? against an $85,000 car) and boom, I would've been a happy camper. Instead, I'm frustrated.