No love.

No love.

So, I went to the service center in Seattle today to see some wheel options for my possibly soon to arrive Model S. The place was deserted drdring business hours. Then one guy saw me and walked off. The shop site specifically directed me to go to the service center to inquire. This has been the Tesla buying experience for me pretty much the whole time. I send emails that don't get answered or get copy and pasted answers. Questions that do get answered get bounced to 3 departments. I get no updates on the car. I don't see my Sig arriving in October. I don't want Tesla to spend there last round of funding on customer service upgrades but the only way they will survive is by providing at least some degree of luxury class customer service. I don't feel I've reserved or purchased a $109000 car. Anyone else feeling the cold?

Crow | September 28, 2012

No, not really. In fact, the weather around here is quite pleasant. When I contact TM, I always receive a prompt response and I tend not to get canned answers. They have been very helpful.

walla2 | September 28, 2012

Some examples. I got Rod and Barbara's paperwork instead of mine when I was processing my MVPA. I asked about adding 19 inch wheels three times before I was told I couldn't. I was told 19 inch wheels would not be available at the time of delivery. Once they were made available for order online I asked to add them to my order. I was told to go to a service center or order them online. The online store has no pictures so I went to the service center. Got the above result after travelling 255 miles. I've got more and emails to back all this up.

jbunn | September 28, 2012

You're also at the service center, which isn't really used as the retail location anymore. That's in Bellevue, and there are generaly at least 4 or 5 people on staff at any given time of the day or night.

walla2 | September 28, 2012

Yeah but don't tell me to go to the service center then. Take down incorrect hours and correct incorrect hours. Sloppy IMO. Last time I went to the retail store, they had some t-shirts and jackets to buy.

Jhall118 | September 28, 2012

Yeah, with Seattle, the service center really is just used for service now that the Bellevue store opened. The people in Bellevue (which everybody outside the area calls Seattle) are really great though.

sagebrushnw | September 28, 2012

The Bellevue store has wheels on display. For me, each time I have been at the Bellevue store, the people there have always been helpful in every way.

Volker.Berlin | September 29, 2012

Got the above result after travelling 255 miles. (walla2)

I can understand your frustration, but have you considered calling (or emailing) them and making any kind of appointment before going on that 255 miles travel? It's a service center not a store, and even if you have specifically been told to go there, I think you can't necessarily expect them to be ready to welcome you when you arrive at some arbitrary business hour without any notice in advance.

Brian H | September 29, 2012

Sounds like some stores and centers and staff understand the sense and sentiment behind the (slightly exaggerated) adage, "The customer is always right," and others not so much.

Vall | September 29, 2012

Not being a reservation holder yet, but there are plenty of pictures on the website of the 19 inch wheels, they are definitely in the design studio, and there have already been some cars delivered with the 19" wheels. Every retail outlet seems to have the two bare alloy wheels side by side on display.

July10Models | September 29, 2012

I walked into the Santa Monica third street promenade store and suggested that I might be interested in attending the SC unveiling event.The extremely nice Tesla rep took down my email address and reservation number. The next day, I received an invite to the SC event. I went and witnessed history. I am from the east coast and just happened to be in LA for a few nights. I have always had good customer service experiences with Tesla.

jjaeger | September 29, 2012

Same for me. Being in the bay area have stopped by the Santana Row or the Menlo stores on numerous occasions to take in whatever models they have there and ponder colors and interior options. Always been treated well with informative and friendly sales personnel.

BYT | September 29, 2012

@jjaeger, been able to take another test drive at one of the stores? I was able to at the Menlo Park Store, well, this time I let my wife take it out.

walla2 | September 29, 2012

So some followup. Went to the retail store today. Saw some ofthe wheels but was directed to the service center to order them. Of course it is closed today. I did speak to the manager and he was very nice and informative. Gave me the contact to talk to at the service center and some delivery details. Partiallyrredeemed and obviously I was upset yesterday about getting the cold shoulder. Still didn't get the wheels, but I will call/email this week.

Captain_Zap | September 29, 2012

I think they were out delivering some cars in the Seattle area yesterday that had been held up by a shipper. That may be why they were short handed at the service center when you were there.

I read that the Seattle Service center will be open by appointment on the weekend if you make an appointment.

olanmills | October 1, 2012

When I sent an email to, I got an answer within the same day, and I have had similarly good email contact in the past as well.

nancy | October 2, 2012

I'm considering the pearl white w/ tan nappa, lacewood and the 21 in wheels. Has anyone seen this combo and if so, how does it look? While i know this is a personal decision, some options look much better (or not...) in person. Are their other combos w the pearl white that knock your socks off? Particularily difficult to gauge the interior wood options and gray vs tan leather on the web site. Thanks.

mrspaghetti | October 2, 2012

In the stores they have some pieces painted with the various colors. Upon seeing them in person, I was surprised to find I like the standard white better than the pearl white. But it would be great to see some actual cars side by side.

If I happen to be up in the bay area before I have to finalize, I plan to swing by the factory and see if I can get a lookie at some different paint jobs.

nickjhowe | October 2, 2012

@nancy - I'm getting pearl white with tan - great combination! - but with dark 21s and carbon fibre. I looked at the lacewood and it didn't quite do it for me, but it took me a long time to decide. At the GetAmped event in Palo Alto there was a reasonable number of TM employees who all thought pearl white with dark wheels was the best combo.

jbunn | October 2, 2012

I like the commitiment to customer satisfaction about delivering the car to you, but dang, that's a huge investment in time. Consider this - Say Tesla delivers 4000 cars in the Nov/Dec timeframe. That's 100 per day, nationwide. And a service tech can deliver perhaps two or three a day. That's a lot of staff out delivering cars. No mean feat.

Teoatawki | October 2, 2012

With the lowered expectation, 2000 cars in that timeframe is 50 per day. A specialist handling factory pickups can probably do 5 or 6 per day.

jbunn | October 2, 2012

So I'm getting close enough to start a lock on my loan, and called Tesla this morning to see how they were running.

My November/December date may slip a month. Or not. These guys are under NDA so they are limited in what they can release. But it sounds like perhaps 50 a day now (unless I misunderstood him). That's 1K per month. He did say they were a bit behind their goal of production at the current date, but they are moving forward with their ramp up, and are still targeting 5K cars delivered before the end of the year. Please take this in the spirit in which it was given, which is what he's allowed to say, and what is not an "official" statement. But he was quite helpful.

So if you got a 2012 date, they just might deliver it with a big bow for Christmas.

5 or 6 a day? In the Seattle metro area, I'm a two hour roundtrip from the service center. Some of the early reports mentioned the agent taking a couple hours with them, explaining the car. 5 or 6 a day would be barley slowing down as they push them off the back of a moving truck in front of your house.

I may just accept delivery at the service center, just to "pitch in". I'm already a free spokesman. Same reason I probably won't test drive until I get my car. We had one shot, and I gave it to my wife, and I rode in the back. Our local branch has a test drive car now. And I could take a drive. But I've already signed my MVPA. I drank the kool-aid a long time ago. It would just be a joyride for me. And right now, more than anything, i want other legitimate potential buyers to have the chance to drive because the success of the company is paramount.

gdh66 | October 2, 2012

jbunn -- what's your res.# and specs. of your car?

jbunn | October 2, 2012

It's a P 4100 something or other. I don't recall the exact number. 60, air suspension, pano roof, standard audio, no tech package, supercharger, blue exterior/tan interior, 19 inch wheels, no rear seats, no rear cover. Seattle delivery.

rd2 | October 2, 2012

I'm getting Pearl White with Black Nappa interior and Obeche Matte. 19" wheels. But I might splurge down the road to get dark rim 21" wheels/tires as a change.

I think the Pearl White is unbelievable - it has a tremendous shine that the White lacks. They had a Pearl White with black interior at the very first Fremont test drive event as the demo car for operating, right before you got in line to drive. It made my jaw drop. Can't wait....


deaton52 | October 2, 2012


I stopped at the service center lady week, and like you, found the doors locked. However,the Manager, Jim Maddox, saw me lingering at the door and came around and opened. Ii told him who I was and my Sig res # and he invited me in. I spent a half hr talking to him and got lite of questions answered and also met Ben. They were Both great and went out of their way to be helpful. Jim explained that they are remodeling the 'showroom area' and that is why it is not opened for customers to walk in. I'm sig # 279 and in my window if delivery so was excited to see 3 Models S in the shop be prepare for delivery.

I think that the 19" tires were originally not a ail able for Performance cars but have always been available for non-Performance Sigs ( I'm getting them)

Hope your- and my! - delivery is soon


jbunn | October 3, 2012

Dave, shame one of the three wasn't yours being prepped. You should be any day now, I would think.

MandL | October 3, 2012

5 or 6 a day would be barley slowing down as they push them off the back of a moving truck in front of your house. I may just accept delivery at the service center, just to "pitch in"

Not sure how universal this is, but my car is apparently on a truck from the factory and will be basically just dropped at my house, where the TDS will meet it. My window is late Thursday evening or Friday morning, because the car being delivered before mine is in NC, introducing several hundred miles of variability including one of the worst stretches of highway in the country (I95 betw. Richmond and DC).

So there is to be no local staging/prep, just factory to my house by way of the new homes of the Model S's put on the truck after mine. Given no need to maneuver a truck and go back to the service center for another car after each delivery, I could see at least two and maybe three or even four deliveries possible in a day for one TDS (especially if they give them a Model S or a Roadster to drive to the appointments in). This method also allows Tesla to spray deliveries across a lot of regions simultaneously rather than having eight or ten cars arrive in one city and then sit in a parking garage while the TDS gets them out to customers one by one. Three trucks arriving in Maryland the same day could have been in Ohio, Kentucky, and New Jersey the day before, etc.

jbunn | October 3, 2012

Thanks MandL. That's very interesting. No local dealer prep. Right off the factory truck, huh? That's quite unique, but this thing is unique in pretty much every way anyway.

So tomorrow or Friday? OMG, I'd be perched in front of the window all day long looking down the road for a truck. Congratulations! What's your number, by the way, if you don't mind my asking?

I hope they bring mine charged, because I'm going for ride, just as soon as I can get my delivery specialist out of the front seat. ; )