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Disappointing Delivery and customer service experience

Disappointing Delivery and customer service experience

Picked up the model X on 12/31/2019 as a family New Years present. I went and to the Paramus NJ Tesla showroom and worked on the paperwork for my car and had mentioned that I had a referral and had not test driven the car and was told everything would be taken care or. Then I was quickly shown the car and shown some of the basic features, some is the items that I come with the car and then the sales person sent me on my way home. I did not think much of it and drove home because I had researched the car so much and was very excited to pick it up. Few days late my friend that owns a model s came by and I showed him my car. He asked me about some of the features but I did not know much about it sine I had not read the manual yet. My friend was shocked that the sales person did not give me a complete walk through. He said the sales person is supposed to explain everything in detail. He the gave me a walk through since his experience was very different than mine and he had a thorough walkthrough. He then asked me if I used his referral code and I said I did. He said he never received an email stating that. Ha then asked me to make sure I received all the charging wires and adapters. When I checked on that, I found that the universal adapter was missing. Now I was getting upset because my friend received the kind of customer service that I had heard all Tesla owner received when purchasing a Tesla. When I sent an email regarding all this, I did not receive any response. After 2 weeks of waiting, I finally called the Paramus dealership, they said the original sales person left and they will fedex the adapter. And that was it. I also let them know that someone should have at least called me to find out about my customer experience. I am very disappointed in my purchase experience and would not recommend that dealership to anyone. I have received better customer experience when purchasing cars a third of the price of this car. They have not done anything to make me whole.

Passion2Fly | 25 January, 2019

Do you remember using your friend’s referral code when you ordered your car? Did your friend explain you how to use the referral code?
You mentioned having done lots of research about the car and not wanting to waste time at the dealership... I’m not sure I understand why you complain about it now...
Regarding the portable charger, yes, it’s possible that it was misplaced. Just go back to the store and you should be getting one on the spot! No questions asked. I did it for my car...

pandyarajen | 27 January, 2019

Picked up from Paramus in November 2018. About the same experience as well. Made me wait for about 45 mins even after appointment. Delivery specialist came and got all signed, helped me pair my phone and setup driver profile. Then she’s like car is very intuitive- congratulations!! I was so surprised. I had to ask her to show me how to do summon.

I was not missing anything in my car but definitely expected “red carpet” experience when I am buying $100k car. I had much better experience at BMW dealerships.

Uncle Paul | 27 January, 2019

December 31st was the Chaos of all Chaos. Thousands of people wanted to get their cars delivered on the last possible day to qualify for the full Federal Tax Credits.

More people than ever crowded the delivery and service centers. The motivation was to get every delivered before the cut off that day.

This was not a usual day. Your friend probably got his relaxed delivery in the due course of business, not on the final day rush.

Fear not. Tesla has a great follow up team that will address every issue that you may discover.

Tesla is ramping up their production volume, and it may take some time to get everything caught up.

When I got my X delivered, I flew up to San Francisco, took the BART to the factory. Got a 1 hour tour of the manufacturing plant, was given time to walk around my new car, and a delivery specialist took care of all the paperwork. They gave me a gift bag with a pen and a cap. Not a big deal really, but things are different now, with the huge volumes of the very popular, and less expensive Model 3s being deilvered.

Enjoy your new Tesla. They really are fantastic cars. You will come up to speed quickly on how they differ from gassers, and you will experience a driving experience like no other.

Uncle Paul | 27 January, 2019

December 31st was the Chaos of all Chaos. Thousands of people wanted to get their cars delivered on the last possible day to qualify for the full Federal Tax Credits.

More people than ever crowded the delivery and service centers. The motivation was to get every delivered before the cut off that day.

This was not a usual day. Your friend probably got his relaxed delivery in the due course of business, not on the final day rush.

Fear not. Tesla has a great follow up team that will address every issue that you may discover.

Tesla is ramping up their production volume, and it may take some time to get everything caught up.

When I got my X delivered, I flew up to San Francisco, took the BART to the factory. Got a 1 hour tour of the manufacturing plant, was given time to walk around my new car, and a delivery specialist took care of all the paperwork. They gave me a gift bag with a pen and a cap. Not a big deal really, but things are different now, with the huge volumes of the very popular, and less expensive Model 3s being deilvered.

Enjoy your new Tesla. They really are fantastic cars. You will come up to speed quickly on how they differ from gassers, and you will experience a driving experience like no other.