VIN 5YJSA1CN7DFP15772 was the car that got assigned to us. Sold our old car, got insurance on the Tesla and Went to pick up our Tesla today at Fremont. Signed the papers and made the payment. OK ... so far so good.
During the walk through we saw that the roof of the car was not properly aligned with the rear glass panel on one side (Issue #1).
The rear glass itself was misaligned with the rear side frame of the car (Issue #2).
On one side of the car there was so much space between the rear and side panels that my thumb did fit in but on the other side (mirror opposite) the space could only fit my finger nail (Issue #3).
The inner upholstery near the ceiling at the window on the driver's side was ripped a little and the sponge of the roof was visible(Issue #4).
Plastic piece behind the tail light in the trunk was well secured on the left and but loose on the right (Issue #5).
At this point we stopped looking at this car and started to examine the other Teslas nearby that were ready to be delivered. Oh wait, their frames are in perfect condition. We didn't check their insides, of course. OK, so we informed our delivery specialist who sent a salesperson over. The sales agent gave us two options:
1. Wait 3 months for a new car. No loaner. You are on your own. Wonder what happened to their marketing slogan of getting a top of the line as a loaner ???!!!
2. Take this car. At a later time bring it back in to a service center. It will take 2 weeks within which Tesla will cut the roof and realign the whole frame and then fix the roof back. You may or may not get a loaner during this time.
Now I am thinking, I just sold my car thinking I could have this. What could go wrong with a Tesla, right??!! And if you have to take the roof off my car and re-assemble it, it is no longer a NEW car!
And then we get taken to talk to a service person Mike, who says, "Well, if I were you, I would just take this car". After hearing this I was really glad that Tesla does not need regular servicing. Imagine having to bring the car to this guy for check ups. Upon inquiring as to when he can get the car fixed, his response was that he will be not able to get to the car in the next 3 weeks and it will take another 2 weeks to fix it. Keep in mind that it took 6 weeks to get the whole car built from scratch in the first place. Apparently he already has customers to deal with. If this is how you deal with a potential customer I wonder how existing ones are treated. I can understand an error with workmanship but suboptimal service (or in this case the lack of any) has no excuse. I had better service buying a $9000 used car much less a 90,000 new car.
At the end of this experience I was left with one expression .... WOW ..... and that certainly was not in awe of Tesla.
We were left stranded at Tesla with no ride back home. At least they were courteous enough to pay for a cab home. Now have to figure out how to manage without my old car.
Updates: Tesla did reach out to us. Delivered a loaner and promised a new car with an expedited delivery date. Now this is customer service! Again, thank you folks for your support.
The head of manufacturing (Mark) called me and told me that he had personally looked at the car. He agreed without any reservations that the car was faulty. He said that he is surprised that this piece even passed through Quality Check.
He said that there were three major pieces in the car that were faulty and were also misaligned. Though they are revamping the whole alignment of this car he has assured me that I will get a new one, which he will personally walk through.
I would advise anyone with these kind of issues to contact the top management without any hesitation. I felt that their response is immediate and effective.
Tesla actually responded within 24 hours. It did not take a few days.
For those who were looking for a more detailed response and timeline of events: I sent the email out explaining our trouble a little before midnight. A little after 5 am the next morning I got a response from JG saying that he would look into it. At around 10 am another note saying that they are working on resolving the issue. By 330 pm we had the loaner and promise of an expedited delivery on our new car. As stated, the top management was very responsive. I understand that manufacturing and QC errors happen. Perfection is a work in progress. But sub par service from the staff has no excuse. The response from the top execs is what makes me respect them and the brand. At around 5 pm the head of manufacturing called. He accepted that the QA had failed in this case. Made no excuses. Really respect that. And this builds trust in the folks working for the Tesla brand. He promised to QA the new car himself this time before handing it to us.
And more updates: Car was promised on Aug 22nd. On the 21st we got an email saying that it was not ready. So rescheduled. Aug 30th and we finally got it!!! Thoroughly inspected it thanks to nickjhowe's list. The staff was very professional. They told us that Tesla modified some protocols after our experience. We told them that that is what we were hoping for aside from a "perfect" automobile :). We are very happy with car and the service. The delay did work out in a way because we were able to add parking sensors. Got a follow up email from JG asking us if it was satisfactory. LOVING IT! Go Tesla!!