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Free 2 year supercharging deviation

Free 2 year supercharging deviation

Recently bought a model 3 and dealership assured me that given I took inventory they would include the 'free' 2 year supercharging incentive ( called deviation on their side );

They indicated it would take effect 10/1; Well I charged yesterday and my credit card got billed. Upon calls to the dealership they said there is a backlog of case reviews on the Tesla side.

Anyone have insight on how this process works ? He is hoping by 10/15 that it takes effect, but my BS meter is pegged.

Faraday240V | October 17, 2019

On 15 Sep we visited our nearest Tesla showroom to look at the M3 and to take a test drive. Our intention was to evaluate the vehicle with the thought of purchasing in early 2020 or waiting for the Model Y. We were quite pleased with the car and when the Tesla sales assistant revealed that we would receive two years of unlimited supercharging if we could take delivery of the M3 before Oct 1, we decided that this was sufficient inducement to place an order on the spot, trading in our 2013 Chevy Volt. We accepted delivery of our long range, dual motor M3 on 24 Sep. This has been the easiest vehicle purchase we have ever made.

After arriving home on 24 Sep I checked our account on the Tesla website. It reflected that we had taken delivery of the vehicle and that we had been credited with 2,000 kwh of supercharging by virtue of having used a friend's referral code when the order was placed. However, our Supercharging Status was listed as 'Pay Per Use'. I reasoned that there might be a small processing delay after 1 Oct before Tesla posted the deviation credit to our account. A friend who also ordered and took delivery of his car in the same week said that he had queried Tesla regarding the promotion and was told that account credits would be forthcoming within the week of 1-7 Oct.

On 8 Oct I emailed Tesla via the 'Help' tab on their website inquiring about the two year supercharging credit. I also sent a message with the same query to the Tesla Delivery Advisor who had contacted us while we were awaiting delivery. I have not received a response from either query.

On 16 Oct I telephoned the Tesla Showroom where we had placed our order. The very pleasant young lady I reached in their sales department looked up our order and assured me that our Sales Advisor had registered a "case request" for the crediting of the two year supercharging promotion at the time the order was placed and that Tesla hoped to clear all such requests and credit all eligible buyers by the end of Oct. It thus appears that we are 'on the list'

Because we already have a 240V/32A electric vehicle charger in our home, backed up by 21 solar panels on our roof, all of our domestic electricity usage, including vehicle charging for all of our local travel up to a radius of about 125 miles is free courtesy of Old Sol. We may consider adding two or three Tesla Wall Panels to cover our electrical needs during network outages. We anticipate that we will only need supercharging on extended trips. If we estimate that we may be traveling as much as 15,000 miles on trips out of the local area over the next two years, it appears that the value of the supercharging promotion to us will be a little over $1,000 (not a staggering figure but a welcome savings on the cost of our Tesla).

So . . . We are still waiting for the supercharging but we are on the list and optimistic of a positive outcome.

synthlight | October 23, 2019

Just a quick update that I am now over a month since purchase and my 2 years of unlimited supercharging still has not been added to my account. :(

jimglas | October 23, 2019

@synth: have you tried SCing?
Mine didn't show up on my acct for a couple of months, but I was never charged in the interim.

synthlight | October 23, 2019

@jimglas.. Unfortunately, I have, along with calls/emails. It's a long story but I have explained everything within this thread if you want to look back. I am currently in a position where the Tesla Sales Advisor entered the request wrong and they now have several departments involved. Trying my best to be patient.

BillandCrissy | October 23, 2019

Nothing for us either. Sales rep is MIA now too. Will doing YouTube review of experience soon to help others avoid this mess. People need to be aware of the horrible customer service Tesla has.

synthlight | October 25, 2019

It looks like we are finally getting some progress made on my account. After a several brush offs by Tesla employees, I stopped back by the store for a third time to plead my case. It was escalated to someone in the store (financial maybe?) and she was able to see that their request had been closed out without progress. She re-opened it, apologized, threw a referral code on for the short term, talked about compensation for expenses, and other potential forms of compensation. I am satisfied that this is now moving in the right direction and thought it was fair to let everyone here know that Tesla is working to make it right.

Once everything is wrapped up, I will post a last update.

BillandCrissy | November 2, 2019

Still nothing for us even after speaking with the fleet manger about it. He said he’d look into it and he hasn’t got back to us despite 2 attempts in the last week to follow up with him.

Has anyone been refused by Tesla?

synthlight | November 3, 2019

After all my posts in this thread, I wish I had good news by now. Unfortunately, that's not the case. The last advisor that took over my case was unable to make any progress on activating the 2 years free supercharging. We are now coming up on 2 months with several failed Tesla set deadlines. The last advisor has even had to go back on her word that the existing supercharger charges would be refunded and that they would find other ways to 'make it right'

This isn't even the worst of it. This is going to sound hard to believe but I have been battling through another issue where I bought my Model 3 performance and Tesla fraudulently opened a second model 3 vin onto my chase account. I caught it, was told it was Chase's fault, Tesla finally admitted fault and then left me to clean up the mess. The situation has been heartbreaking for someone like myself who has looked forward to joining the Tesla family for so long.

As of Friday, I found out that the Tesla store I was dealing with didn't have a store manager. This explains why they kept telling me the manager wouldn't speak to me. The new manager that started 3 days ago did give me a call and seems to be my new point of contact regarding these issues. He seems energized to make it right but I am trying to remain calm and realistic now that I have been given several false promises and had my credit damaged as a result of them adding someone else's loan on my account. Still, crossing fingers.

One interesting note is that he told me that in order to keep sales advisors from abusing the original intent of the deviation for supercharging, it was only allowed on vehicles that had not been "delivered" yet. Which, I believe he meant that since my vehicle was already dealer stock when it was released to me, meant it didn't fall under the expected category and as such, they needed to open up a special request case. Or at least, that is my interpretation of what he said. These cases seem to be very scrutinized by Tesla's financial team higher up the chain according to him.

BillandChrissy, did you buy from dealer stock?

My next update comes from the new store Manager on Monday. I will post another update then.

johnison | November 3, 2019

When I ordered I was granted two years free charging. Before delivery Tesla reneged. I got a referral code that gave me 3000km/2years instead. Annoying. However, I also got free red paint.

dantoddruns | November 4, 2019

I was promised the two free years of supercharging if I took delivery prior to 10/1. I was also promised that I would get up to two deviations if I took delivery from a car that was built but not delivered. I got a $1000 paint deviation.

Now I told that it was the free deviation or the supercharging. I have had to contact my delivery specialist to get an answer from my sales specialist. Asked for a manager to contact me. Crickets. Two emails to support have gone without response.

bills4pmc | November 4, 2019

Sadly, I am also in this club. Took delivery 9/26. On the good side, the folks at the Tesla "store" have been quite responsive, if not always great on the follow-through they promise. I am now told they've done everything that needed to/could be done on their part, and that someone in the "operations team" needs to finalize and activate it. Meanwhile, it's been almost 6 weeks since I purchased and was promised the 2 years of free supercharging. I don't think it unreasonable that I would have expected that to start from day 1.

As I've told the sales guys, the make arguably the most technologically advanced consumer vehicle on the market and they can't get their act together to activate an incentive on an buyer account??!!!

This experience -- not least of which is the maddening inability to speak to a human being -- is not exciting me about any future purchases.

go7d.dub | November 4, 2019

I haven’t been charged since Aug 29th lol. Why? Idk. I don’t see pay per use nor free anywhere in my account. I’m not calling Tesla. I will take this free charge til it stops. Also I got like 10 credits on my bank statement from Tesla. All were very small but free money lol

alekseygurov21 | November 5, 2019

I purchased my Tesla on 09/14/2019 and still did not receive my 2 year free supercharging that was promised in writing via email.

synthlight | November 5, 2019

Aleksey, may I ask if you took delivery from existing stock on the "dealer" lot or did you pre-order? According to a store manager I have been speaking with, existing stock on the dealer lot is related to the issue many of us have seen.

mike.p.mcgregor | November 6, 2019

I took delivery on 9/30. 2 weeks later was still on pay per use SC. I contacted my SA and was ensured it would only be another week. I ended up going into a different Tesla store than where I took delivery and was told the initial case was started incorrectly and was denied by Tesla. Called my SA and he reopened another case which was again denied because it was opened "too late". I tried calling and emailing multiple time but got no response and eventually had to go back to the store and refused to leave until I spoke with the sales manager. The case had to be escalated to the regional manager and was never given any updates. Yesterday logged into my account and says SC status is free for 2 years, loot box still doesn't say free SC. I guess it's finally approved and applied and the loot box just is inaccurate.

Bad communication and bad customer service

mike.p.mcgregor | November 6, 2019

I took delivery on 9/30. 2 weeks later was still on pay per use SC. I contacted my SA and was ensured it would only be another week. I ended up going into a different Tesla store than where I took delivery and was told the initial case was started incorrectly and was denied by Tesla. Called my SA and he reopened another case which was again denied because it was opened "too late". I tried calling and emailing multiple time but got no response and eventually had to go back to the store and refused to leave until I spoke with the sales manager. The case had to be escalated to the regional manager and was never given any updates. Yesterday logged into my account and says SC status is free for 2 years, loot box still doesn't say free SC. I guess it's finally approved and applied and the loot box just is inaccurate.

Bad communication and bad customer service

alekseygurov21 | November 6, 2019

I have been waiting for 2 months for mine to be activated. Still nothing

alekseygurov21 | November 6, 2019

It was existing stock. I was getting 2 incentives with written confirmation for free supercharging. Really bad experience with tesla

Jhonmicky | November 6, 2019

Just spoke to a sales rep in Vegas, and he said they just sent out a list of customers who have not had the free supercharging show up yet, and it will be coming eventually. It sounds like they are aware of this issue and are working on it. Will update when I hear more or see it in my account. https://reversephonelookup.onl/ https://curated.onl/nba-reddit/

rob.chester | November 7, 2019

I too have the same problem. Took delivery of a new model 3 on 9/28. I've been in contact with my sales representative and I was told yesterday that despite being told my model 3 qualified for this promotion, I am unable to receive it because they sold me a model 3 that was a test drive car and discounted it by 1,000 because it had 800 miles on it.

I'm furious to say the least because I have in email the sales associate telling me that this car qualifies for the 2 year free super charging. I'm going to be calling and arguing this because this insane. I have an HOA that will not let me install a charging station at my house and the only reason I made the purchase was because 2 years of free charging buys me time to fight my HOA and/or sell my house and move.

I don't even know where to turn and my associate has been not very responsive to say the least.

gorillasooner | November 7, 2019

How does you HOA stop you from installing a charger? Is there no garage? I don’t see how they could stop you from installing something in your garage. If there isn’t, then how do they stop you from installing a 220v outlet outside of your house to plug in to? There has to be a way around that. Using supercharger for your only charging is not a good plan. I would at least be plugging in to a 110v every night.

I agree they seemed to over-promise then deny on the 2 free years supercharging. I was told I would qualify then told I didn’t because they comped my color (which was only because the vehicle I was originally matched to was in a car wreck). But still not a deal breaker. Way cheaper to supercharge than fill up with gas.

gorillasooner | November 7, 2019

How does you HOA stop you from installing a charger? Is there no garage? I don’t see how they could stop you from installing something in your garage. If there isn’t, then how do they stop you from installing a 220v outlet outside of your house to plug in to? There has to be a way around that. Using supercharger for your only charging is not a good plan. I would at least be plugging in to a 110v every night.

I agree they seemed to over-promise then deny on the 2 free years supercharging. I was told I would qualify then told I didn’t because they comped my color (which was only because the vehicle I was originally matched to was in a car wreck). But still not a deal breaker. Way cheaper to supercharge than fill up with gas.

rob.chester | November 8, 2019

gorillasooner,

It's a landownership issue and they threatened to sue me if I went ahead and do it without their consent. Maryland doesn't have a right to charge law like California does at the moment.

While I own the land that my house resides on, and I have the parking spaces directly in front of my house, I do not own the sidewalk or small strip of grass (easement) between my property and my parking spaces. They will not allow me to have any cable lay/cross/drape the common areas (sidewalk and easement) at any time. Technically this would also include a garden hose.

I've tried working with them for 6 months before purchasing the model 3 and then they threatened to sue me. Long story short, I bought the 3, I can't get my free super charging because of this fiasco, which has me furious because I don't know where to turn to resolve that, and can't charge the car at my own home.

My house goes on the market at the beginning of December and my requirement for any house that I purchase is that it must have a garage so I never have to worry about stupid HOAs and their refusal to embrace change.

Update: my sales associate won't even return my emails after telling me "sorry, you don't qualify for supercharging, even though I told you that you did and you have it in writing"

BillandCrissy | November 12, 2019

We finally seem to have free supercharging enabled. It took a little more than weeks. We gave up hope but it came through after all. Hopefully Tesla learns from this mistake. If they offer similar incentives in the future hopefully they will be able to process things much more quickly and without all of the hassle. This was a poor experience for us but we do love the car. We plan to buy another one in about 8 months but I won’t be swayed by similar incentives moving forward. I wish everyone else good luck in getting it resolved soon.

ericyunker | November 12, 2019

My free supercharging was enabled tonight as well :)

LA-M3Performance | November 14, 2019

I finally got my Supercharging today. It is good for 2 years:

Supercharging Status

Free Supercharging until 2021-11-14T03:26:29-08:00

Phew! That was hard work making all the phone calls and raising this issue up to the branch manager and regional manager.

Chr1stLike | November 14, 2019

I took delivery on 9/20/19 and I still haven’t got my 2 year unlimited supercharging! Fake News!!!!

ericfriedman1990 | November 18, 2019

I took delivery on on 9/30/19 and still have not received my 2 year free unlimited supercharging. Have made many calls and written many emails, but still nothing. Tesla makes a great car, but they have some of the worst customer service I have ever experienced. Extremely disappointed.

kaichan87 | November 23, 2019

Same issue here. Was working with an SA on getting delivery on a sleeper 3 and took delivery on 9/28. We were assured that we’d qualify for the 2 year free offer but still haven’t gotten closure. Only update I’ve gotten in this whole fiasco is that I might not qualify since the car was a demo with 500 miles on it for ~$1k off. Pretty frustrated with the whole communication and expectation setting experience. Good thing I had a referral that got me another 2k to hold me over for a little longer...

Anyone with recent luck on getting your status updated that had a similar issue with so-called deviations?

tjhjunk1 | December 13, 2019

I took delivery on Sept 29th and the 2 year free supercharger usage was posted on Nov 21st...
"Supercharging Status Free Supercharging until November 21, 2021"

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