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Model X Cancellation

Model X Cancellation

I'd like to share some unpleasant experience I have encountered with Tesla Motors.

After I have purchased 2 Model S vehicles (P85+ & P85D) from Tesla and having a 2 year old Model X reservation (low 3000 reservation #), Tesla Motors decided to CANCEL my Model X reservation without asking me.

The response I have received from Tesla was that because I have complained about an issue I had with my 2nd Model S P85D, they decided that is better I quote "...it's best to part ways."

Do you think this is fair?

Is Tesla Motors discriminating me?

I would appreciate any help if someone can suggest how can I get my reservation back.

pvetesla | 28. März 2015

Hmmm. Let's hear more about this complaint of yours that precipitated that comment.

ernie | 28. März 2015

How can anyone comment without seeing all communications...and is that better handled elsewhere? I am astounded. I have a medium level reservation.

georgehawley.fl.us | 28. März 2015

Doesn't add up. There is no parting of ways, if you still own two sedans. If this is indeed the case, you and Tesla are joined at the warranty.

vperl | 28. März 2015

I smell something.

Maybe it was the fish I burned last night!

Roamer@AZ USA | 28. März 2015

If it's true.....Of course they are discriminating and it is perfectly legal and perfectly acceptable for them to discriminate. We all discriminate many time a day based on where we choose to eat and who we choose to talk to. They have every right to discriminate regarding who they choose to sell their vehicles to.

Now if they decided to not sell you a car based on your age, sex, race, ethnicity, familial status or handicap you may have an argument based on one of those categories. Lots of luck with that since I am sure they have plenty of customers that fit those categories.

If you are a difficult and unreasonable customer they have every right to choose to not sell you products.

Tâm | 28. März 2015

@montauto:

There is not enough information to process your question.

Would you please provide the web link that you complained?

Red Sage ca us | 28. März 2015

There is a fundamental difference between discrimination and discretion. In customer service, I do not negotiate with terrorists. If you were to, even in passing, or as a jibe, happen to say you would 'never do business' with me again, I would take you at your word. Resolve the current situation to the best of my abilities. End my relationship with you from that point forward. Permanently. Goodbye. Because the moment you aren't doing business with me, you are no longer my customer. Period.

PMadFlyer | 28. März 2015

I was just about to post that link. The OP wanted $30k from Tesla for damages if they didn't provide a rental, and if he wasn't satisfied with his car.

Muzzman1 | 28. März 2015

Based on what I see in the above thread, I would have parted ways with you as well. I've been in the service industry for 28yrs.
You obviously do not like how TMC does business, now wash your hands and walk away.

Tâm | 28. März 2015

@montauto

Be REAL!

I don't want to have anything with you if you threaten me with a lawsuit either.

vperl | 29. März 2015

Denmark !

Roamer@AZ USA | 29. März 2015

@RedSage, Society has decided to think discrimination is a negative thing. We discriminate everyday in numerous ways. Nothing wrong with discrimination.

First definition of discrimination

noun
1.
an act or instance of discriminating, or of making a distinction.

I just get weary of people saying they were being discriminated against. If you are a problem I will make a distinction and be discriminate in my association with you. Same thing happens when a person decides who to date or who to marry. Nothing wrong with discrimination.

thomasbethke | 29. März 2015

last i checked douchebags werent a protected class under discrimination laws.

mautato, learn a lesson from this, be a better person and your life might suck less...

Roamer@AZ USA | 29. März 2015

@thomasbethke +1.

ernie | 29. März 2015

As a person who owns both service and product manufacturing businesses I believe I can safely assume that both in words and actions I would have fired you also. Too often the carrot of a sale is not worth the long term pain and threat represented by your communications with Tesla. [This extrapolated from another forum which … if accurate point to a threatening stance on your part].

In the immortal words of Lady MacBeth: “Out, damn'd spot! out, I say!—One; two: why, then 'tis time to do't.—Hell is murky.—Fie, my lord, fie, a soldier, and afeard? What need we fear who knows it, when none can call our pow'r to accompt?—Yet who would have thought the old man to have had so much blood in him?”

…..Say “Goodnight Gracie”…and be gone ye who threaten bloody lawsuits.

Roamer@AZ USA | 29. März 2015

Iin keeping with today's theme.

Fie, fie, on all tired jades, on all mad masters, and all foul ways! Was ever man so beaten?

montauto | 29. März 2015

The conversation with more details is taking place here http://www.teslamotorsclub.com/showthread.php/44980-Tesla-Model-X-Cancel...

And here you can read my email to Jerome after dealing with few different Tesla employees. I told them my story and anyone can interpret it anyway possible. This time it was me, next time it might be you or your friend.

http://www.teslamotorsclub.com/showthread.php/44980-Tesla-Model-X-Cancel...

@thomasbethke I am a better person by sharing this crap, so hopefully other folks don't have the same experience I had.

pvetesla | 29. März 2015

Well.... I do agree that people who were "blindsided" by the new AWD D have a valid beef. I was lucky enough to have my MS for almost 2 years before that happened. I was able to enjoy having the most amazing car on the road for a long time and would be upset in your, and many others, situation.

Remnant | 29. März 2015

@ montauto (March 29, 2015)

<< I am a better person by sharing this crap, so hopefully other folks don't have the same experience I had. >>

Not really.

You still think you are a victim of some injustice, though everyone has been telling you that you behaved hostile, demanding of special treatment, expecting compensation for lack of compliance with your order, and apparently also threatening legal action.

In fact, you are not a victim. You painted yourself in a corner and trapped yourself there for good. As someone said above, you might need to wait for a pre-owned MX to have one, or you might consider apologizing to Tesla and HUMBLY requesting reconsideration of your cancelled order.

Just remember that by announcing Tesla that you are difficult to deal with and stubborn to boot, they had little choice but to exclude the possibility of dealing with you. Who needs a headache?

And if you feel tempted to be arrogant, difficult and litigious again, come back here and confess. Maybe we can help you detoxify your potential repeat screw-up.

frankben | 29. März 2015

I have read this and think that you have been unreasonable in your approach. Cancel the whole order or refuse to take delivery because of seats that will be replace in a few months is in my opinion an over reaction on your part. i am in the same position as you and still waiting for my next gen seats. i wouldn't cancel the car or refuse to take delivery for that reason (knowing the seats ordered will be here soon). What you should have done instead of hiring a lawyer is ask for the money back on the difference between the price of the seats if you don't want to wait for the new ones. You should not have traded your car in until the new one arrived. i think i became aware of the delay in the seats well before my delivery in the end of December, but elected to take delivery anyway. By the way i am a retired lawyer and would not have taken your money to fight this case because your damages are probably no more than the value of the difference in the price of the seats. Tesla has otherwise substantially performed and delivered a car with everything else you ordered. Next time don't trade or take a car without seeing it first if you need everything to be 100% perfect.
As to Tesla's customer service ask yourself if any other car company would have given you four new tires and wheels without charge (19 inch v. 21's) after i called and let them know i had 7 blowouts do to pot holes and 3 bent rims in 8000 miles when my car was based in NJ. They also let me keep all the new 21 inch wheels and tires which i will be able to use in my new location which has no pot hole issues. I'm just waiting for the Michelin primacies to wear out before i change back to the 21's. If you are as unhappy as you claim to be i wouldn't want the model X anyway. I'm still waiting for mine while I am happily driving my P85 and P85D.

Newampster | 29. März 2015

As a business owner, I learned many years ago that only 2% of customers will never be happy. Most issues can be reasonably resolved, but as soon as you identify someone in the 2% category, invite them to do business with your competition. Why should Tesla tolerate someone who sucks customer service resources and will never be happy? Forget the Model X. Buy a Fiat Chrysler mini-van. They will welcome you as a new customer and will not have the slightest concern with your demands for special,attention.

Tâm | 29. März 2015

@montauto

There are a lot of things that could get us angry but there are productive ways to resolve problems.

Tesla's tradition has been to get your car to you as soon as possible so you can drive your car then fix whatever problems later.

If I were you, I would accept the car while waiting for the Next Generation Seats that you ordered based on Tesla's history of making up to its customers after delivery.

Sure, there's communications problem. You have the right to be angry. Tesla should have told you that they went ahead installing original seats.

You could have told Tesla that you are not happy and offered them an advice that they should set up a system so owners know exactly what needs to be fixed after delivery.

It's ok to refuse the delivery and get a refund (minus some penalty charges.)

However, you then threaten Tesla with $30,000 lawsuit which is definitely a good way to severe current and future relationship.

vandacca | 29. März 2015

This is the problem with America...there are too many people that are quick to pull the trigger on litigation.

There are always two sides to every story and it would appear to me that both sides may have handled this poorly. I'm not sure if you can place 100% of the blame on any one party, but what is clear is that this issue escalated quickly and resulted in a negative outcome for everyone.

It sounds like @montauto isn't happy and I'm sure that Tesla is not happy about the negative publicity, even if most people in this forum (and TMC) seem to be siding with Tesla on this one.

Unfortunately, when it comes to dealing with unruly customers, the company in question has the unfair responsibility to be the accountable, mature player. While I do slightly favour Tesla in this dispute, I don't think they handled this issue in the best possible way (if the information provided is to be believed). And I don't think we'll ever know the actual truth, because it would be an even bigger mistake for Tesla to discuss this dispute within this forum.

@montauto, I don't know how you left things with Tesla, but if I were you I would call off the lawyers, apologize to whom-ever you upset at Tesla and try to sit down with them (like an adult) and work something out. Temper-tantrums don't work, not even if you're Chinese (there are many stories of Chinese customers pulling all sorts of stunts like taking a sledge hammer to their new Tesla upon delivery, due to long delays).

And most of all, taking your issue public to these forums is a last-chance, desperate, retaliatory act that may have permanently burned your bridge to Tesla. I would delete every single post you made if you want to ever rectify this issue with Tesla.

This is just my 2 cents. I will refrain from reading or posting anything further on this topic.

carlk | 29. März 2015

Companies can refuse any customers they deem unworthy, unless the sole reason is one of the protected characteristics covered by law. Costo for example has great customer service and the most generous return policy in the industry. However it's known that they cancel memembership of customers who are unreasonable and hard to deal with.

Just part way with Tesla and go buy some other cars. If this incident teaches you a lesson of how to, or how not to, deal with family, freinds, coworkers and the society in general then it might be just a positive thing comes out of this. I'm not trying to be sarcastic I really mean it.

georgehawley.fl.us | 29. März 2015

What a mess! Probably almost everyone but you who bought a Model S just before the D announcement kept their car and enjoyed it for its many advantages and features, while watching Norwegians on YouTube happily driving RWD cars in snow that rivals Chicago's. You on the other hand decided to immediately take a depreciation loss on your new car and order a P85D for even more money. You decided to sign papers without seeing the car. When you finally saw the car, you decided not to accept it because Tesla had installed the older seat design while awaiting delivery of the next generation seats which you could have had in due course like so many other Tesla customers in your situation. Now you have decided to threaten the company with a lawsuit. Can't say Tesla handled this as well as they should but you, my friend, made a number of ill-advised decisions along the way. However this gets resolved, I hope for your peace of mind and financial well-being that you seek advice before making any major decisions in the future.

Roamer@AZ USA | 29. März 2015

It must get tiring to haul that dead horse from forum to forum just to keep beating it.

Tâm | 29. März 2015

@montauto

Originally, Tesla attracted those who had the same Tesla's vision. That niche was more tolerant of growing pains while striving for its mission. Now, people seem to be unaware of why this company was created in the first place, and their fuses may be very short and unable to tolerate any fault.

Even banned GM-Volt Dr. Montgomery bought a Model S then hired a lawyer suing Tesla. The lawyer in the video was demonstrating how "defective" the car was because he had to chicken scratch the door handle a few times before the car would wake up and present the handles.

http://gm-volt.com/forum/showthread.php?108073-Previously-Banned-from-GM...

It is a good reminder that Tesla is still a very young and small company. Its mission is "to accelerate the world’s transition to sustainable transport."

It modifies Robin Hood principle to achieve its goal. It sells the most expensive products first (Roadster,S, X) then uses the revenue to subsidize next generation (Model ≡.)

Along the way, there would be delays, problems and frustrations.

But understand this, what you paying now is not just for the enjoyment yourself, but also, you are paying for a next generation to get much more affordable and much better technological car.

Yes, it's a form of social engineering of robbing the rich and giving it to the poor and you didn't even realize it!

In general, if you stood in line several nights to buy an I-phone 5, immediately you should know that its re-sale price was dropping as I-Phone 6 would be there subsequently.

If you love technology, then you should know that a better one is coming down the line. You can either wait for the future or enjoy the current latest tech that you can buy now.

I agree with @vandacca that if you want still to be a Tesla customer, it is not too late to reach out to Tesla and offer a truce. Tell them that despite of your unhappiness, but you are now aware of the company's mission and the nature of improving technology and you want to be part of the solution.

georgehawley.fl.us | 29. März 2015

+1 @Tam

vperl | 29. März 2015

Please, could more of you unwashed cancel your X reservation.

How you ever got in line in front of me has be just plain wrong.

Please cancel your reservation, it is your duty to not interfere with commerce .

Red Sage ca us | 29. März 2015

Just realized I may have been caught by either fatigue or an unruly autocorrect function, possibly both, in my previous post... That should have read, "There is a fundamental difference between discrimination and discernment." Meaning...

I may eventually discern through my ever-so-limited observational skills that I am engaged with an individual who is more interested in wasting my time than allowing me to solve his issue. I'm not a fan of the 'No win' situation. Once futility is exposed, the only way to win is to not play. So, yes... I will take my ball and go home, thank you very much. Goodbye. There are plenty of others who will gladly play by the rules.

To paraphrase a fictional Soup [NEIGHBOR], "No Tesla for you! Fifteen years!"

Tâm | 29. März 2015

@Red Sage ca us

I am no lawyer but I guess as long as Tesla doesn't use Indiana law of Religious Freedom to cancel a reservation, it is in a very good legal ground in this case.

Red Sage ca us | 30. März 2015

NOTABLY QUOTABLE:

Remnant wrote, "Just remember that by announcing [to] Tesla that you are difficult to deal with and stubborn to boot, they had little choice but to exclude the possibility of dealing with you. Who needs a headache?"

Amazing how well this quote works in another conversation, as to why Tesla Motors doesn't use 'independent franchised dealerships'. Bravo! +1 UP!

Newampster wrote, "As a business owner, I learned many years ago that only 2% of customers will never be happy. Most issues can be reasonably resolved, but as soon as you identify someone in the 2% category, invite them to do business with your competition."

Precisely. Take your money elsewhere... Please! I've learned those really bad ~*ahem*~ 'customers' are like that everywhere theory go. It doesn't matter how many of their Friends, Family, or Associates learn of their displeasure with you. They know them well enough to understand that if they left unhappy, you probably offered everything within reason.

Roamer contributed, "It must get tiring to haul that dead horse from forum to forum just to keep beating it."

LOLoLOLoLOL!

;-)

Brian H | 30. März 2015

"everywhere theory go". Say wha'?

Red Sage ca us | 03. April 2015

Stupid autocorrect keeps writing 'theory' instead of 'they'... I don't always catch it.

ernie | 03. April 2015

Suggestion: compose in Word "firstest" before you hit the Enert Keyu...that way no mitstakes in spelin.

hateToShift | 03. April 2015

@ Red Sage, Newampster - Good points

@ montauto - Have you read the book "The Four Hour Workweek" by Tim Ferris? I'd bet that a lot of people on this forum have. One of the main points I remember from that book is similar to Newampster's point about the 2% of customers. Ferris recommends you "fire" those customers. Tesla has just done this to you. I read that email you sent to the VP of sales worldwide, and I don't blame them.

kennethwollesen | 03. April 2015

Have you ever purchased an iPhone?

I've read the drivel and I'm on Tesla's side big time.

jjs | 03. April 2015

In our light manufacturing business we have "fired" two customers in all the years (10+) of operation. We do so only when it seems that there is nothing we can do to satisfy that customer.

Those two decisions rank in the top ten of good decisions we have made in those 10+ years.

+1surfGuyUSC - Good book. Good advice.

DTsea | 03. April 2015

I wouldnt want to do business with the OP either.

aljjr2 | 03. April 2015

@montauto This is the same thread introduced on TMC with no positive outcome. At this stage, it appears you want the publicity more than resolution.

I suggest you move on.