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Model S left behind! WTH!

Model S left behind! WTH!

I was supposed to take delivery of my MS today. It did not happen and my DS told me that the hauler was not responding, the location of the car was not known. Well, I just got an update and apparently the other cars that came with my MS were delivered to the store but mine was left behind in Alabama. This is extremely disappointing and concerning, why was my car left behind, is there a problem with it? I am really upset right now! Has this happened to anyone else? Should I be worried with the cars condition?

KP in NPT | June 21, 2016

I don't think I'd be worried about the cars condition - it sounds like it simply got offloaded by mistake.

ishaik | June 21, 2016

what do they mean left behind? do they mean it was unloaded at the wrong SC or was it left on the side of the road? i don't quite understand what left behind means.

do you still have no comment about orlando delivery team? hahaha

Manny13z | June 21, 2016

@ishaik, I'm pretty hot right now! This is what I was told. The cars that came with mine, were all supposed to be delivered together. Somehow my car was left at the terminal in Alabama and the rest were delivered. My DS does not know why this happened. Maybe I just wasn't a big enough pain in the rear. But I'm very upset with what's transpired and I'm not happy with the delivery staff.

I was told I would get a call back and be given an update, I was never called. I had to call the corporate office to get an answer.

KP in NPT | June 21, 2016

It sounds like they were trying to figure out what happened - because I'd definitely say this is out of the norm. Your DS is not WITH your car as it travels from CA and so I can totally understand why they don't know how it happened.

I admit I don't know how deliveries work - but I would guess a bunch of cars were sent to the terminal in AL to be distributed in the SE - and for whatever reason the hauler didn't get your car in with the batch headed to Orlando.

While I wouldn't be happy about the communication but I'd say the blame needs to be with the hauler - or whoever is in charge of coordinating the AL terminal deliveries.

ishaik | June 21, 2016

mp is right, sounds like the hauler is at fault here. should've known to load your car onto the truck with the batch of cars headed to orlando.

either way though, i think the DS wouldn't have known that the hauler forgot to load the car until it was too late. so you can't really blame the DS in this instance. what the DS should do at this point though is try to be as helpful as possible in locating your car and getting it to you asap. i think they will at this point, especially if you expressed your frustration to them as you did to us on the forums :)

good luck and don't forget to post pics when you get your car!

Manny13z | June 21, 2016

@mp1156 I understand my DS is not traveling with the car. I also understand this is the haulers fault. However, I didn't buy the car from the hauler, I bought it from Tesla. I also understand that things will go wrong. What I expect is communication, even if you don't have an answer yet, communicate with me and let me know you're working on the issue. I also expect a resolution. I do business development for a large company, and we don't do everything right 100% of the time. But if we make a mistake regardless if it was due to us or one of our vendors, you better believe we are resolving it ASAP, and we are communicating every step with our client.

I don't think this is an unreasonable expectation.

Silver2K | June 21, 2016

I'm almost 100% sure your DS is reading your posts.

They should take care of this issue ASAP, even if they have to hire a private company to take care of it. They dug too much of a hole with the detailed info you were given. They should never give you or anyone so much detail, it only infuriates the customer that had to wait at least a month to start with.

KP in NPT | June 21, 2016

I agree they should communicate better and based on the fact your expectation re: communication was not met before this happened, I would suggest going over your DS's head and speaking either with the manager of your store or corporate.

I also agree they should take care of the issue ASAP - if it were me, that would mean putting my car by itself on a flatbed trailer and bringing it to Orlando today. I do expect there will be a resolution - the question will be if that resolution will be fast enough to satisfy you or not. I would imagine, since this was just realized yesterday, it might take a day or 2 for them to reach the best resolution.

KP in NPT | June 21, 2016

*edit - it was just realized today.

Manny13z | June 21, 2016

@SilverP85plus I've talked with my DS several times, she's a nice lady, this is not personal. But that's exactly what I expect, a resolution, a plan. On our last call she did not offer a solution for the situation, just a promise of a call back at some point. If she tells me that they're going to send a transport for my car to get it down ASAP I would be satisfied with that, that's what I would do if it was my client.

The dead space is what bothers me. Ok, the car was left behind, mistakes are going to happen. So what's the plan, how are you going to remedy the situation? I don't have those answers and that's the source of my frustration.

Manny13z | June 21, 2016

@mp1156 My wife tells me I'm too nice. She told me the same thing, that I should contact the store manager. Although I'm venting here with the community, I don't like getting people in trouble, this is their livelihood and I don't know what challenges they're facing at work. So I try to give them every opportunity to resolve the situation.

PS: My wife is pregnant and told me, you don't want me to get involved. My hormones are at a point that I have zero patience for people. LOL

J.T. | June 21, 2016

@Manny13z This is very unfortunate and I understand your exasperation with the lack of efficient and reliable communication.

It will be of little comfort to you to hear that communication has been the weakest link since the first Model S was delivered.

Without a doubt the road from ordering to delivery is an unpaved trail beset with potholes and obstacles. It's disappointing to hear things have still not improved.

carlk | June 21, 2016

You wife is obviously wrong. ;)

KP in NPT | June 21, 2016

Would it be too difficult for you to go to the store in person? Sometimes I feel like things are done more efficiently when you are standing right in front of them. (My service center is 60 miles away so that's why I ask.)

How about you have a chat with your DS and lay out your expectations - communication even if it's to call you to say she is still working on it and doesn't have an answer yet - and that if she does not meet those expectations, you'll go to the manager. Set (or, reset) the expectations. :)

aarnold | June 21, 2016

I really think you need to sit back and relax. I know you wanted your car today. I know it was supposed to be in your possession today. I know we want things to work out perfectly every time. Yes, the hauler should have done a better job. From what you said, the DS was in contact with you right away and said the hauler could not be reached, then they did not know where your car was located. Sounds like they are quite open and honest with you out of the gate. Then they gave you an update and said it was left in AL...once again being open and in contact with you. Give them the benefit of the doubt. They will get your car to you as soon as they can. I know you wanted it today, but sometimes you have to wait a little longer. I tell this to my kids all the time. It will work out in the end..I promise you. We are very spoiled these days and sometimes we have to sit back and take a deep breath. Think about this. There are millions who do not have a meal, or a roof over their head...First world problems..I know.

ishaik | June 21, 2016

aarnold +1. good points.

KP in NPT | June 21, 2016

+2 aarnold - OP, pour a drink. It'll all work out. (Tesla kool-aid is especially refreshing.) LOL

tes-s | June 21, 2016

Here is you communication.

Dear Manny13z,

We apologize, but an exception has occured during the transport of your vehicle from our factory to your delivery destination. We are working with our hauler to rectify the situation, and get the vehicle to your delivery location. As soon as we have a confirmed delivery date, I will contact you to arrange a revised delivery date. I expect we will be able to deliver it to you before the end of the quarter (June 30), if you are available.

Sincerely,

DS

carlk | June 21, 2016

Great post @aarnold. Some people just don't have the ability to enjoy the best thing that could happen to anyone and always can find a way to ruin it.

aarnold | June 21, 2016

I hope I don't get the OP fired up..My intention is not to upset him, but to shed some light on his situation. I remember when I got my car. It was a day I would never forget. The excitement was at a level I had not experienced since my wedding day and birth of our children. I too would have been upset if my car was "lost" and not ready for me to pick up. I just wanted to try and encourage him to chill and to look at it from a different view point. Once he sits in that puppy for the first time and smells the new car smell and drives it out of the SC...He will never look back. Life is good !!!!

ishaik | June 21, 2016

it's just a car, guys.

carlk | June 21, 2016

It's just the glass half full or glass half empty thing. Only people who always see glass half full can have a good life.

Manny13z | June 21, 2016

@aarnold That's part of it yes, maybe I should relax. I've been waiting since December, then delivery was supposed to be end of May. Now from the response above from Tes-s end of June. I'm sure at this point I'm not their favorite person, I don't really care. It's not like we were going to be friends, they are not going to dinner with me. I just want my car and I'll be on my way.

Bighorn | June 21, 2016

I would tip the hauler 15% max.

Silver2K | June 21, 2016

It is not just a car, it's a business we all want to succeed and continue to set the standard in the auto industry.

I love this company and want it to do just that.

Silver2K | June 21, 2016

Part 2.

The one rule I have for my small business is don't expect people to give you a pat on the back by doing a good job, that's what you're paid to do. I think how you resolve issues is the defining moments for any company, new or old.

aarnold | June 21, 2016

@Manny...I hope it works out for you this week. Keep us posted and let us know if they get your car to you and how the rest of your experience goes. I cant believe it has taken you 6 months to get your car ??? Where there other issues you had? Usually it takes about 2 to 3 months...

tes-s | June 21, 2016

"I've been waiting since December, then delivery was supposed to be end of May. "

Seems like we are getting half the story here...

Realure | June 21, 2016

Tesla makes no apologies for delivery time or delay. You will get your car when they are ready to deliver it. I ordered a Model X and S at the same time and the S was delivered in less than three weeks. The Model X got stuck at the factory or wherever for about 4 months. Your DS will give you tidbits of info, but don't get your heart set on having the car until they have it at your local SC.

You get it when you get it and don't throw a fit.

Pungoteague_Dave | June 21, 2016

Teslas don't have a new car smell. It is an advantage of not having all those extra hydrocarbons and fluids. Seriously, I don't now why, but either of my new Teslas had any detectable odor.

Patience grasshopper.

Pungoteague_Dave | June 21, 2016

That's "neither"

renwo S alset | June 21, 2016

Dang, you mean that's not my car? I gave the hauler a large bag and it "accidentally" fell off the truck.

aarnold | June 21, 2016

@Pung, Mine had the new car smell...If it did not, I would have been very disappointed. Very surprised yours did not. I wonder if your 2 cars were not "new"...

Manny13z | June 21, 2016

I think Tesla is a great company, I love what they are doing. I truly believe that their affect on the world will be felt way beyond the car industry. I ordered my MS, I have a reservation for a M3 and their Powerwall. I also own Tesla stock. They are not perfect, and if we want them to be the greatest car company in the world we can't stay quiet if issues arise. We do them no favors if we stay silent.

They don't advertise, their customers are their commercials. I am always raving about them to my family, friends and customers. My friends are almost as excited as I am that I'm getting the Model S. They always ask me, have you gotten yet? I've told them, end of May, the week of June 19, now the end of June. They tell me, I Like Tesla but the delivery process would drive me crazy. I can't disagree with them, so far the delivery process leaves much to be desired, from some of the comments in the forums this seems to be a problem that's been around since the beginning. So, as an owner, fan, advocate and stock holder this concerns me. Especially considering the 375k preorders for the M3.

damonmath | June 21, 2016

@aarnold - I thought new car smell was just factory applied upholstery glue?

Manny13z | June 21, 2016

@aarnold Thank you. I pushed it back a couple months, to give me time to ditch my BMW i3. However, since the time I asked for delivery, there has been several delays now.

aarnold | June 21, 2016

@Damon...Yes, so why would @pung not have a new car smell with his 2 new Teslas??? My point exactly...Unless he has no upholstery.

hcwhy | June 21, 2016

Any of the package delivery companies...DHL, FedEx etc...have tracking systems that automatically scan the package at just about every point in it's journey. A similar system would be helpful for companies delivering Teslas. It's odd that someone can tell exactly where their four jars of jelly are the whole time they are in route, but have no clue where their prizedl new car is.

Copythat23 | June 21, 2016

Tesla tried to pull that shit with me turns out they wrecked it and tried to hide it.

babyjocko | June 21, 2016

@Manny13z, I suspect they will take care of you and repay you for your inconvenience. Even if you were to get your car tomorrow, they have to realize the anxiety this causes. Expect to get a bonus.

Manny13z | June 21, 2016

@Copythat23 This does not make me feel good.

@marshallgoodson Lets see what happens, the day went by and I didn't hear back from my DS. Not even to let me know that they are working on it.

Run4Waffles | June 21, 2016

You need to bypass the DS and speak with the manager. Ask what happened? Why was it left behind? Is it at another store? Where is it? What are they doing for recovery? Is it secure?

Anthony J. Parisio | June 22, 2016

I wonder how many times this happens to dealers. Because dealers buy the cars first, we the customer never hear of these things happening.

Anthony J. Parisio | June 22, 2016

I wonder how many times this happens to dealers. Because dealers buy the cars first, we the customer never hear of these things happening.

aarnold | June 22, 2016

Manny...Did you get your car today...I am on pins and needles wanting to here the news !!!!

Silver2K | June 22, 2016

@Anthony J. Parisio

that is my exact point on earlier comments. too much information was passed on.

Manny13z | June 22, 2016

@aarnold I haven't received an update from the DS since I spoke with her yesterday morning. I have no clue what's going on with my MS.

shepbob | June 22, 2016

Manny,

This may not make you feel much better, but I have visited two delivery depots this week (Paramus and Dedham). Both sites were inundated with new cars for delivery (quarter end reporting, no doubt). It looked like a madhouse. My take is that the assembly line is running full bore, putting strain on the whole delivery process.

Maybe Tesla could let you take delivery in Alabama, and you could experience the joy of the Tesla Road Trip right out of the gate - though a very pregnant wife could counter-indicate.

Given the quarter end rush, I feel confidant that you'll have your new car real soon now.

Best of luck, maybe your wife can coach you in some breathing techniques to lessen the anxiety. I know you'll have that Tesla grin very soon!

aarnold | June 22, 2016

Wow...I am a little surprised that it is taking this long for them to get back to you after one day...I would think they could get your car on a transporter and get it to you. Hope it works out. Keep us posted.

Manny13z | June 22, 2016

@shepbob I'm sure they are very busy, that's what worries me when the Model 3 arrives. However, it's no excuse for not communicating their plan and status of getting my car to me. If I leave now with a newborn in the house to get it in Alabama, I will be livin in it indefinitely.

@aarnold Thank you, I just texted my sales specialist and asked for his help in getting an update. I sent my DS an email yesterday afternoon and I haven't heard from her.

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