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terrible customer service

terrible customer service

My Model 3 delivery is being delayed and the awful customer service person will not give me any details on the delay. All they tell me that a VIN number has not been assigned and they have absolutely no idea as to when I can expect my car. I got an email in early April saying I could expect the car in 3 weeks. They will not escalate my call. I have never encountered worse customer support than TESLA. #noaccountibility

Rammnam | July 10, 2018

#noaccountibility #terriblecustomersupport

Magic 8 Ball | July 10, 2018

I know, right! Those overpaid pompous jerks, showered with gifts from appreciative customers all day long. They can't even pick up the phone, What's up with that?

sthatip | July 10, 2018

That must be frustrating. Would you share your order dates and config details?

lee_pereira | July 10, 2018

Rammnam... when did you book the vehicle ?
I have been receiving the same responses from customer service and was wondering if there was escalation path
I have been waiting since 4/23

MalibuRed | July 10, 2018

My understanding is that a lot of us from April Invites with 3 weeks were pushed into July. Now the waiting begins. Client service doesn't know anything. In fact I think we know more here just by word of most mouths :)

lilbean | July 10, 2018

Thats awful. You should cancel.

gballant4570 | July 10, 2018

Go buy a Bolt.....

MalibuRed | July 10, 2018

Maybe a Pinto at this rate..

Magic 8 Ball | July 10, 2018

Man I really wanted a Pinto when I was a kid.
My dad didn't hate me enough, I guess.

banguyen | July 10, 2018

I also had very bad customer service experience. Waited in the line for 40mins, then someone finally answered and said I don't have a VIN # yet and they don't know when that will be. I tried to find out how much longer I have to wait and why there is a delay but the guy kept repeating I don't have the VIN # assigned. Would not escalate my call and wouldn't bother do anything to make my wait happier. I'm thinking of canceling my order. Did anyone cancel their order and got the full $3500 refund?

MalibuRed | July 10, 2018

Please cancel your order and account name on here. The $3500 is non-refundable and can be used towards the Tesla Model Pinto coming in 2020.

djharrington | July 10, 2018

Lol, rough crowd Tuesdays

dgstan | July 10, 2018

> Lol, rough crowd Tuesdays

No, just your typical classy Tesla owners. It's weird, because they're not like this at all in real life, only from behind the safety of a keyboard.

SamO | July 10, 2018

We've been here a while and we've seen a lot. Many people won't accept the fact that the person on the phone doesn't have information to give them and "can't escalate to a supervisor" and that seems to really piss them off.

They don't have to like it. They certainly can get a refund if they don't like the lack of communication.

Don't you know OP paid $60,000 for his car?

badaman | July 10, 2018

And I just got 24.7 software updates :)

moshemorris | July 19, 2018

I must report difficulties as well. I have a deposit on a model 3 from 18 months ago! I got an email telling me I can order my model 3 now. So I log in and I find out that only the extended range model is available. But I only drive 5Km to work and I'll never need the the extended range ever! So now it says on the website that the base model will be available in 6-9months. Is this 6-9 until I can place an order or until the Model 3 is delivered?? I called the Tesla store, they finally picked up! And they could not help me. So I called the main phone # and I was on hold for over 60minutes until someone finally got on the phone and when they were verifying my information they hung up on me. I was on a land line so it was not a dropped cellphone call! BRUTAL. This evening I tried to call and the message said that they are experiencing very high volume of calls and told me to call back at another time!! WTF They would not even let me go on hold! I used an online form to ask the question above about a week ago and so far no reply :-( I hear that many people are asking for a refund and probably they can't handle the call volume or they are slowing down the refund process by not taking people's calls? I'm concerned about buying a car from a company that won't pickup the damned phone! Nor at headquarters or at the store level. Their handling of this crisis is very poor. And this is augmented by the fact that a $14,000 CND cash back credit from the Ontario ministry of transportation was just canceled - which makes a huge difference in the affordability of this car here in Ontario. I bet people are dropping their deposits like crazy. Tesla costumer service: If you are reading this, please shape up and fast. People expect better costumer service than this especially since you are selling luxury vehicles (Lets be honest the Model 3 with all the add-ons is not a cheap car).

Magic 8 Ball | July 19, 2018

@moshemorris Waiting can be very frustrating. But "crisis" sounds a bit rash. TESLA has over 400,000 waiting to get one and it is simply business on how they execute the plan. There are some reports of folks dropping deposits but TESLA is "officially" saying that the net number of deposits are increasing.

ant.innit | July 19, 2018

I can't even pay for the car, the support is beyond a joke. The payment site keeps showing me the wrong options, I've called a Tesla contact and they keep telling me its correct, but it's not. I'm getting a bit worried if something goes amiss on this car in the future I'll never get hold of anyone at Tesla to fix this issue, dang I can't even get them to take my money at the moment!

Its crazy, very poor... But I'm guessing no one from Tesla even reads this forum.

Magic 8 Ball | July 19, 2018

@ant.innit I am guessing you are correct (no one from TESLA reads the forum). What options are you wanting?

ant.innit | July 19, 2018

I'm trying to pay cash and the site is set itself to pay by loan, I've called the sales rep (a number of times- over a few days) and they keep telling me they've updated to cash, but it's still set to financing and so cant pay.

Its a shame, I expected this part of the process to be smooth.. humm

Magic 8 Ball | July 19, 2018

@ant.innit Are you in a state where you are required to pay in advance?

ant.innit | July 19, 2018

yep

Magic 8 Ball | July 19, 2018

@ant Bummer, wish I could help but it sounds like your only option is to keep trying to get TESLA to help you. In other states (where you don't have to pay in advance) the payment selection choice really does not seem to matter much. Payment arrangements are discussed when they call you for your delivery is the word on the street.

Since your state is out of the "norm" I suspect not everyone at TESLA is up to speed on your issue. Best of Luck to you.

ant.innit | July 19, 2018

Yeah, it's all bonkers - I'll see what happens, it's a waiting game, few more days won't matter at this point - lol

moshemorris | July 20, 2018

@Magic8Ball. You might be correct but it does not make me feel any better. Do you know the answer to my question? Do you own a Tesla? For how long? How has your customer service experience been? Thanks.

Magic 8 Ball | July 20, 2018

@mos Not an owner yet, My customer experience has been stellar and I have read many reports from "owners" that express stellar service experiences.

Good luck with your "crisis" I hope it goes away soon. Will reading stories about good experiences help you feel better? The silent masses of over 50,000 happy happy customers speak loudly to me.

Gregg Ray | July 20, 2018

Reserved 05/ 31/ 17
Configured 06/ 28/ 18
Car on it's way to center today
Delivery expert answered emails within the hour
Never been happier

sulleyboo0 | July 26, 2018

I will have to agree. I tried calling, emailing; tried again and again and again and never had the pleasure of hearing a Tesla voice. If I didn't actually know the company exists and we dont see Elon Musk's face on yahoo everyday, I would say it is that same African prince trying to scam me.

They posted the VIN on my account and already changed the delivery specialists twice before completely removing any DS names from my account.

You know a company's customer service is miserable when you run into your delivery specialist's name on Linkedin and even though you contact her on there you still get nothing back.

They will definitely go down if they keep this up. At least from my side.

mos6507 | July 26, 2018

[I will have to agree...They will definitely go down if they keep this up. ]

Can you post your real address so fanbois can throw toilet paper into your trees now?

sulleyboo0 | July 26, 2018

My post was for a model x. Sorry just noticed

sulleyboo0 | July 26, 2018

Fanbois are happy with the sleek cars they have now but once they need customer service, they will sit on their front porch watching that broken nice car and wishing the company name was Amazon not Tesla

Magic 8 Ball | July 26, 2018

60,000, and growing, without complaints. The numbers are the story.

sulleyboo0 | July 26, 2018

I'm not saying they don't have great cars, never said that, the opposite actually, their cars are amazing. But again, customer service can make you or break you and Elon Musk needs to learn from Jeff Bezos for Tesla to be as reliable.

sulleyboo0 | July 26, 2018

I'm not saying they don't have great cars, never said that, the opposite actually, their cars are amazing. But again, customer service can make you or break you and Elon Musk needs to learn from Jeff Bezos for Tesla to be as reliable.

sulleyboo0 | July 26, 2018

Or maybe I'm just frustrated because of no communication.

karensheltonbrown | September 28, 2018

I am angry and pretty pissed off. After 3 attemps to get my car, one lie after another. After 3 times of lies and deceit with Tesla. I have not received my car that I ordered on 3/24/2016, 6/27/2018 design my Tesla and paid $2,500.00 to get my Tesla, lies after lies, emotional stress Tesla have put on me it so outrageous. I am not suppose to get my car for the 3rd time tomorrow 9/29/2018 now at 7:45 they blame me that my contract from my bank has not been generated while 5 emails, 2 phone calls asking for my documents to take it to my bank. How dare them put the blame on me. I am going after Tesla!!!

karensheltonbrown | September 28, 2018

I am angry and pretty pissed off. After 3 attemps to get my car, one lie after another. After 3 times of lies and deceit with Tesla. I have not received my car that I ordered on 3/24/2016, 6/27/2018 design my Tesla and paid $2,500.00 to get my Tesla, lies after lies, emotional stress Tesla have put on me it so outrageous. I am not suppose to get my car for the 3rd time tomorrow 9/29/2018 now at 7:45 they blame me that my contract from my bank has not been generated while 5 emails, 2 phone calls asking for my documents to take it to my bank. How dare them put the blame on me. I am going after Tesla!!!

dennisaa | October 28, 2018

Tesla has not been truthful since I first contacted them. They would like you to think their cars are all perfect and will last forever. I placed a deposit in February with a 6-9 month wait. Today it is still 6-9 months away IF they ever actually make a 35K car which I now doubt. When I tried to cancel my deposit the rude sales person hung up on me twice! So I am having a hard time getting my money back and have gotten AMEX involved. I will call the SEC and report this incident. They don't pay interest on these 1K deposits and don't even say they are sorry or thanks for the free money they have been using from all the deposits they have on hold. An investigation into that would be a good idea. Any Tesla's before 2017 only have 3 cameras. After then they installed 8 cameras so the first ones are not as good and cannot take the pending major update on self driving.

slingshot18 | October 28, 2018

@sulleyboo0 Service has been impeccable for me. The service tech contacted me prior to the appointment requesting more information and photos so he could have all parts ready before the car got there. No other luxury car that I've owned has done that.

@karensheltonbrown Emotional stress? Come on. It's a friggin car. If you're not happy, buy something else.

@dennisaa It's called an estimate. Not a promise. One of the reasons I didn't put down a deposit. Didn't have any clue what the car would be like or when it would be ready. That's pretty normal for tech companies.

Xerogas | October 28, 2018

@karensheltonbrown: "I have not received my car that I ordered on 3/24/2016”
------
You didn’t order the car on 3/24/2016. It wasn’t even possible until 3/31/2016

Who’s deceitful now?

Xerogas | October 28, 2018

@dennisaa: that’s an odd mix of FUD script you’ve got going there. Calling the SEC about a credit card dispute?? Do tell us the phone number you find, and what they say if they answer.

magi765 | November 2, 2018

#Tesla miserable customer service, one of worst car buying experience.Wanted to understand how I was scheduled to come pick up the car when the car was not even here? Myself and my wife Are walking out of the Tesla Dallas showroom after being told that the car we were supposed to pick up is still in transit and wouldn’t even arrive 2 days after. This is ridiculously disappointing experience including waste of time, rearranging our schedules and not to mention wasting $50 to and back For uber ride. When I am paying loads of $$$$ worth of car , I expect nothing less than top notch customer service and am disappointed to say the start itself is far from that. This in addition to the crappy experience at the showroom where there was none to even greet us then after we seat ourselves, 10 mins later a lady come and tell me that the car wasn’t even there . All this is leaving a bitter taste and hope this is not the type of service am going to receive after becoming a customer. I need my complete money back and I dont want the car

spuzzz123 | November 3, 2018

This sounds familiar. Get your complete money back.

Xerogas | November 3, 2018

@spuzzz123: "This sounds familiar. Get your complete money back."
------
Maybe they could use some of that money to buy a return key and a space bar.

spuzzz123 | November 3, 2018

I call it SOCT

Stream of consciousness trolling

Bighorn | November 3, 2018

“Myself and my wife”? How stupid people have any hope of being believable trolls is beyond me. Stay in school, regardless of your aspirations.

calvin940 | November 3, 2018

@magi765 bye

maneeshaasundi | May 20, 2019

From the get-go of placing an order it has been the worst experience for purchasing a car. Not expected from a luxury car for sure. Each salesperson gives a different account and the customer is impacted in the long run. Yet no one takes accountability because the misinformation isn't their department's issue. An extremely poor customer experience as a result.
(1) Multiple visits - almost had a daily visit to the showroom for 5 consecutive days to apply a referral code. Every salesperson assured me that it could be done easily and short end of the long story is that it took them so long to figure out that this was not possible once the order was placed.
(2) Submitting a "Case" via website lands in a black hole - there are no notifications or follow-ups to assure that your concerns have been lodged.
(3) Although a delivery advisor was assigned after 2-weeks, there was minimal follow-up on next steps or required information. I seemed to be more interested to purchase than Tesla wanting to sell - so I relentlessly followed up to ensure all items were checked and delivery was on-track.
(5) I receive an out of office notification from delivery when I tried to confirm my delivery schedule. Department is closed on weekends, so have to wait until Monday.
(6) ONE day prior to delivery when I finally got someone on the phone, I find out that the delivery is pushed out by a week, and that a new delivery advisor has been assigned. When I demanded to know why was I not informed, the customer service rep responded that the new rep is on vacation and doesn't even know that she has a new case assigned to her. REALLY?!!!
As far as pushing out the delivery date - rather than fessing up that they missed it, they now try to convince that it was due to state laws in TX (check had to be mailed prior to delivery). For a company that is so far along in technology you'd expect the system to recognize that this customer is in the state of TX and not provide misleading information as seen below on my account
"Payment Method
Pay the final balance with an ACH transfer prior to delivery, or bring a check from your financial institution on delivery day. We will prompt you after this step."
So here I am - with a cashier's check in hand expecting to hand it over to the advisor at the time of delivery. AND I had confirmed this on the phone earlier that this indeed is the process!

I have no idea of when the car will be delivered. The scheduled date on the site is of no value. It got pushed out from a 2-week to 3-week to now 4-weeks. and my trust is gone away completely. Tesla needs to get their act together - manufacturing and car delivery isn't rocket science. At least push out notifications to the email on file when there are changes.

Lastly it is hard to believe that none of the employees or the managers are empowered to help with making sure the user has a good experience. I am still upset that I can't use my referral credits and Tesla continues to miss the mark repeatedly as I keep getting tossed around in their policies and procedures. I can see so many opportunities for them to make amends and help users with a better purchasing experience. .... and I haven't even received the car yet! Hope my driving experience is better that what I've dealt with so far.