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Problems purchasing through the website

Problems purchasing through the website

I tried to purchase a Model 3 last night. I still don't know if I actually purchased anything.

When I clicked the complete purchase button I saw a spinner while the form was being processed. So far, so good. But instead of being sent to a Thank You page it sent me to some random page with info about the different cars. I also got a pop-up asking if I wanted to schedule a test drive. I never got a confirmation email.

It did create my account, but when I login I don't see any info about the car I ordered. I just see a options to buy an S, an X, and one of those wall batteries. Oddly, I don't even see an option to buy a 3.

I called Tesla this morning and the woman I spoke to had no idea what to tell me. She said they'll look into it and figure out what went wrong.

Has anyone ever had an issue like this? Any problems with the website in general? I was excited about my new car but this whole thing has really soured the experience.

patrick40363 | 16 March, 2019

Did they charge your credit card?

JustSaying | 16 March, 2019

With the apparent lack of website security on this website you probably could have just ordered a Nio...

jeff d | 16 March, 2019

If you don't see any info on a car in your account I'd say no.
I didn't get an email either.
Did you happen to take a real long time on placing the order? For example the time between starting the order and finishing took over an hour? Their website does seem to make me log in (redirecting through a logout) quite often.

malmberg.dj | 17 March, 2019

I checked my credit card just after posting this and yes, they did charge my card. Which makes it a bit more disconcerting that they seem to have no record of my purchase in their system.

malmberg.dj | 17 March, 2019

Seems that the mid range was just discontinued. Guess I know why my order got lost. Now I just need to figure out how to fix it.

jimglas | 17 March, 2019

call the closest sales office, talk to a person while you still can.

ashish86 | 26 April, 2019

Have similar issue while ordering model 3 recently. Were you able to resolve? If yes, how? Disconcerting to realize this has happened to multiple people.

zeropoint | 26 April, 2019

Similar to my issue with Model Y order. My credit card was charged, but no email and my account has nothing. Wrote to customer service, still waiting for someone to respond

kutoroff | 27 April, 2019

I had a similar problem ordering my Model 3 in February. No recognition on the web page that I ordered. I tried at the local Service Center at their recommendation, same thing. In the end I had multiple $2500 charges and no car. Finally worked it out, the car was ordered, and the excess charges were disputed and canceled. I was told there was a problem at Tesla that day. That day? I think it really boosted my credit cards points though. I find it reassuring that it wasn't just me.

TeslaTap.com | 27 April, 2019

@rigpa - you should call. Email not always reliable on both ends (lots can end up in spam folders, or totally blocked by your network provider).

frossrich | 5 June, 2019

Same problem, but placed order through local Tesla sales office and Tesla sales person 12 days ago. Received email confirmation of order number, but no confirmation of trade-in vehicle quote on my Tesla account page, even though it says they will confirm the quote in 24 hrs. Now 12 days later and no trade-in quote, and no update about anything on my Tesla account page. Tried emailing customer support several times over past week and have yet to receive a response. Tried calling local sales office in San Diego regarding purchase the past 2 days, and they could see that the order was placed but had no answers regarding trade-in quote or potential delivery date. Said they would get back to me later in the day both times I called, but have yet to hear back from them. Tried calling the customer support number on Tesla's website this morning and followed the prompts to speak to somebody regarding an existing order, and just got a ringing phone that nobody picks up after letting it ring for 5 minutes. Called back again 30 minutes later and same thing. Is Tesla going down the drain? Love their concept and want to support them, but they need at least SOME Customer Service. They have none at this time and I am concerned that they may not be around much longer! Just need somebody at Tesla to confirm that my order is not stuck in some Catch 22 internet black hole, but that seems to be impossible for Tesla to answer or even respond to at this time. Very concerned about the future of Tesla!!!

dmm1240 | 5 June, 2019

frossrich:

A hint. Go to Car Max, Car Fox, whatever, and get a written quote. Turn it into a pdf and upload it to your My Tesla page. Tesla honors all quotes of that nature. You'll get more for your trade-in doing it that way because Tesla is not exactly generous in its trade-in allowances. Then inform your delivery specialist by email/phone that you've uploaded the quote asking if there is anything else you need do.

If you want to stick with Tesla, you'll need to stop by a service center to let them look at the car and provide you with a trade-in estimate. Tesla will only do this within 30 days of your expected delivery date.

sschaem | 5 June, 2019

Tesla does not honor quote on its own Vehicle. I have a KBB quote , but Tesla insist my car is worth $10,000 less.
Also, I found my Tesla on the used inventory, and they sell it for $20,000 more then what they offered me.

Tesla will totally rip you off if you trade in a Tesla to by a Tesla.

I'm not sure why they need to milk existing Tesla owner with the trade in. I would think making a $10,000 profit on a Tesla trade in would be enough ...

dmm1240 | 5 June, 2019

Then sell it to Car Max or out of your driveway. Problem solved.

anthonymagallanes | 14 October, 2019

I was halfway through my order and the website froze, I received a confirmation code but didn't get to put in my delivery or payment information. The $2500 was debited from my bank account but haven't received any kind of email or a way to finish my order. I am currently deployed so access to a phone is limited.

EVRider | 15 October, 2019

@anthonymagallanes: No one here can help you. You need to contact Tesla.