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My Voice to TESLA on my issues.

My Voice to TESLA on my issues.

I thought I would voice my concerns about my issues and in doing so will cause change for the better, below is my email that I wrote to my delivery experience specialist:

Dani,

I wanted to start to the point, this experience has been the most disappointing car experience I have ever had.
The problems started with delivery being changed over and over, when the car arrived it had been damaged.

The car has damaged to the rear bumper, front bumper, passenger fender and wheel. I didn't buy a damaged car or repaired car and this is what i am getting, i don't want to hear anyone making excuse that its third party shipping. If you don't have a reliable shipping company then Tesla needs to resolve this issue cause I will not be the only customer with this problem. I was really excited to purchase the car but this experience has really upset me, nothing has gone right with this purchase. I know the service center is working on getting me new parts which has made me happy that its not being repainted at a body shop and that all parts will be new but out off all the cars 5 cars i purchased since June 2012 this will go down in my books as the worst experience. I like what Tesla is about as a company but I can't recommend a product that has issues like these, I am even more frustrated that i can't voice my concerns except going on Facebook and other social sites to get my point across. I was so frustrated that I told the service people i don't want the car, i want a new car or my money back.

Brian H | June 29, 2013

Use width="600" in your HTML to fit the column.

jbunn | June 29, 2013

So basically as this all turned out, was that the third party shipper in Texas damaged the car after it left the Texas service center, and Tesla has bent over backward to make it right?

It sucks to have your car damaged like that. I'm a bit perplexed about how a car shipper can be that careless, but it seems like Tesla was not the issue here. Glad it all worked out for you though, and welcome to the family.

justineet | June 29, 2013

@jbunn@hotmail.com....agree if Tesla had refused to make it right with him it would have been the "most disappointing" delivery experience as the OP claims. In the absence of that such a claim at best is being over-dramatic.....BTW, Tesla may need some kind of delivery check list during hand over of cars......who knows some may claim shipping damage when it's damage done after shipping....

Docrob | June 29, 2013

The reason for the questions about the veracity of the story is a history of people making dubious claims about Tesla. It seems like your claims are however true and deserving of attention.
There are two points that I have questions about.
The first relates to this comment:
"I wanted to start to the point, this experience has been the most disappointing car experience I have ever had."
This seems like a gross exaggeration based on some body panel damage caused by the third party delivery company which Tesla has now bent over backwards it seems to make it right. It seems specious and unfair to make such a bold claim before waiting to see how Tesla make it right. Many people, particularly those looking for ammo against Tesla, will check the initial posts on these forums only and not read on to see that the problem has been fully sorted. Leading with such inflammatory language to me seems unfair to the company who seems to be going out of their way to right the wrong.

My second question relates to this comment;
"I am even more frustrated that i can't voice my concerns except
going on Facebook and other social sites to get my point across"
Once again this seems inflammatory and patently false considering you describe 1. emailing a delivery specialist directly 2. writing on Tesla's facebook 3. posting on Tesla's forum and there is also teslamotorsclub and twitter. The ability to actually communicate directly with Tesla in multiple ways seems to me to be far ahead of what any other car company can offer short of boutique super car manufacturers. You have had ample opportunity to vent your concerns haven't you?

I think if you have an issue and get stonewalled or fobbed off on resolving it then this sort of post is appropriate. However posting a highly inflammatory negative post only to then report back 3 pages later "all sorted, happy customer" seems pointless and prejudicial to the company. Now its a free country and anyone is free to post however they want but if there was a single action that could allay many peoples concerns with critical forum posts it would be waiting to see if the issue will be quickly and satisfactorily sorted BEFORE going on a forum rant.

riceuguy | June 29, 2013

I've never had reason to complain about Tesla before, so when the price of the extended warranty jumped without warning, rather than take to the forums I emailed service@teslamotors.com. Their response was unacceptable, so I emailed George Blankenship, who promptly replied personally and addressed my concern (and everyone else's!). He even engaged in a follow up discussion about the state of things in Texas (where I am).

I once had a serious lemon of a Mitsubishi 3000GT Sypder (a $50,000+ car; considerably more in today's dollars) and had to call the Regional VP every day for a month to get them to resolve my far more serious problems with that car, and with their acting like they were doing me a huge favor.

Sure the process is still a bit frustrating here in Texas and likely will be for a couple more years, but Tesla has done a phenomenal job dealing with it as best as could be expected.

Greg, my point here (to you and to everyone else) is to give Tesla a chance to make things right before coming to the forums to air your concerns; in the end, this headline should have been "Tesla Delivery Fail; Good Save by Service."

jchangyy | June 30, 2013

GReese is a troll.

greg | June 30, 2013

bunn@hotmail.com | JUNE 29, 2013
So basically as this all turned out, was that the third party shipper in Texas damaged the car after it left the Texas service center, and Tesla has bent over backward to make it right?

It sucks to have your car damaged like that. I'm a bit perplexed about how a car shipper can be that careless, but it seems like Tesla was not the issue here. Glad it all worked out for you though, and welcome to the family.

Greg's response:
The way i see it is all the issues are Tesla issues, they start from Tesla Delivery Expert booking me in several times and the car was not even in the state and then the delivery damage from the carrier they hired.

greg | June 30, 2013

ustineet | JUNE 29, 2013
@jbunn@hotmail.com....agree if Tesla had refused to make it right with him it would have been the "most disappointing" delivery experience as the OP claims. In the absence of that such a claim at best is being over-dramatic.....BTW, Tesla may need some kind of delivery check list during hand over of cars......who knows some may claim shipping damage when it's damage done after shipping....

Greg's Response:
I had not even picked up the car so nothing about the damage is over-dramatic, I agree with them having some policies in place for shipping. I would like them to use reputable shipping companies that have polices and guidelines and not some questionable shippers.

greg | June 30, 2013

riceuguy | JUNE 29, 2013
I've never had reason to complain about Tesla before, so when the price of the extended warranty jumped without warning, rather than take to the forums I emailed service@teslamotors.com. Their response was unacceptable, so I emailed George Blankenship, who promptly replied personally and addressed my concern (and everyone else's!). He even engaged in a follow up discussion about the state of things in Texas (where I am).

I once had a serious lemon of a Mitsubishi 3000GT Sypder (a $50,000+ car; considerably more in today's dollars) and had to call the Regional VP every day for a month to get them to resolve my far more serious problems with that car, and with their acting like they were doing me a huge favor.

Sure the process is still a bit frustrating here in Texas and likely will be for a couple more years, but Tesla has done a phenomenal job dealing with it as best as could be expected.

Greg, my point here (to you and to everyone else) is to give Tesla a chance to make things right before coming to the forums to air your concerns; in the end, this headline should have been "Tesla Delivery Fail; Good Save by Service."

Greg's Response:
The turning point for me was when my delivery expert was MIA, this cause more frustration and I just had enough. I have no regret about posting since I work hard for my money and this is not a cheap purchase. I want Tesla to learn and become a better company, this can't happen unless the issues are presented.

The service department is making things right but I would like to see the same efforts in the whole company because I plan on buying the Model X.

One thing that is positive about dealing with the Service Department was that now i will want to get the extended warranty since learning on how they handle issues.

greg | June 30, 2013

Docrob | JUNE 29, 2013
The reason for the questions about the veracity of the story is a history of people making dubious claims about Tesla. It seems like your claims are however true and deserving of attention.
There are two points that I have questions about.
The first relates to this comment:
"I wanted to start to the point, this experience has been the most disappointing car experience I have ever had."
This seems like a gross exaggeration based on some body panel damage caused by the third party delivery company which Tesla has now bent over backwards it seems to make it right. It seems specious and unfair to make such a bold claim before waiting to see how Tesla make it right. Many people, particularly those looking for ammo against Tesla, will check the initial posts on these forums only and not read on to see that the problem has been fully sorted. Leading with such inflammatory language to me seems unfair to the company who seems to be going out of their way to right the wrong.

Greg's Response:
I will explain why I wrote that and maybe give you a bit of insight on how I feel.
Here are my frustration with the delivery expert:
I had a Delivery Expert that booked an appointment and never called me back till I was in front of Tesla, I later received an email to tell me sorry but your car is not ready today so I can rebook you for Monday. I accepted this appointment and I decided to call Service Department and check this time, service department said they had no idea what I was talking about. At this point my frustration is building cause no one is able to follow up and tell me what is going on. I contacted the delivery expert and no response again, so I called Tesla HQ and said my delivery expert is MIA and he has me running around like a hamster in a cage. They finally told me look the car is in transit still and I should get it Wednesday, the day came around and I contacted Tesla HQ and was informed the truck brook down. I got a new delivery date of Friday which it did arrive damaged.

I never went through circles like this no matter what i was buying, I got an email from my delivery expert and I told him all the issues and he replied that his volume of customer makes it difficult. This is not acceptable.

My second question relates to this comment;
"I am even more frustrated that i can't voice my concerns except
going on Facebook and other social sites to get my point across"
Once again this seems inflammatory and patently false considering you describe 1. emailing a delivery specialist directly 2. writing on Tesla's facebook 3. posting on Tesla's forum and there is also teslamotorsclub and twitter. The ability to actually communicate directly with Tesla in multiple ways seems to me to be far ahead of what any other car company can offer short of boutique super car manufacturers. You have had ample opportunity to vent your concerns haven't you?

I think if you have an issue and get stonewalled or fobbed off on resolving it then this sort of post is appropriate. However posting a highly inflammatory negative post only to then report back 3 pages later "all sorted, happy customer" seems pointless and prejudicial to the company. Now its a free country and anyone is free to post however they want but if there was a single action that could allay many peoples concerns with critical forum posts it would be waiting to see if the issue will be quickly and satisfactorily sorted BEFORE going on a forum rant.

Greg's Response:
I think your missing the entire point here, this was not a good experience by any measure. I really hope that Tesla listens and improves on these issues, The product can only be as good as the overall experience. I want Tesla to fix this cause they have the product but the customer service from the delivery expert to delivery needs to be fixed. The service department is what eased my frustrations so I give thumbs up to them.

greg | June 30, 2013

I am picking up the car in couple of hours so I hope everything is resolved. I will post my feedback later.

Jon | June 30, 2013

I see that your company, Canpol, is in the business of supplying offshore oil companies. Heh.

greg | June 30, 2013

Jon@w3art.com | JUNE 30, 2013 NEW
I see that your company, Canpol, is in the business of supplying offshore oil companies. Heh.

Greg's Response:
Not sure what relevance this has to the issue.

gasnomo | June 30, 2013

@Greg,
Truly stinks that you had a bad experience. I'd stop wasting your time responding to the tesla fan boys and troll hunters. This is a public forum, you are free to post as you want, either in the public or private forums (if you are an owner, which you clearly are).

You are 100% correct in my opinion, it doesn't matter if Tesla transported it or a third party did, Tesla is responsible either way. It appears as though the company has come through. Hopefully now that you have your car, you'll love it. Good luck and enjoy.

greg | June 30, 2013

@Greg,
Truly stinks that you had a bad experience. I'd stop wasting your time responding to the tesla fan boys and troll hunters. This is a public forum, you are free to post as you want, either in the public or private forums (if you are an owner, which you clearly are).

You are 100% correct in my opinion, it doesn't matter if Tesla transported it or a third party did, Tesla is responsible either way. It appears as though the company has come through. Hopefully now that you have your car, you'll love it. Good luck and enjoy.

Greg's Response:
I am already excited and thanks for your positive feedback.

gasnomo | June 30, 2013

I had a truly bad delivery experience too...but its long forgotten after 6k miles on the car :)...and my local service center, which knew about my delivery 'experience', has bent over backwards for me since...hopefully you'll have a similar experience going forward.

greg | June 30, 2013

cfriedberg | JUNE 30, 2013
I had a truly bad delivery experience too...but its long forgotten after 6k miles on the car :)...and my local service center, which knew about my delivery 'experience', has bent over backwards for me since...hopefully you'll have a similar experience going forward.

Greg's Response:
What was your experience? It seems like they are doing what is possible to resolve this issue. I am impressed with how the service department is handling the situation.

gasnomo | June 30, 2013

I posted on here. You can use Volkerize to find it. Multiple time changes. Late. Didn't come charged. Car not registered properly or inspected. Not washed or cleaned. Was called a whiner, told my expectations to high Yadda Yadda by the fan boys and troll hunters. Eventually squared away. White Plains service center staff are gems. But again, After almost 6k miles in this magnificent car (which does have its flaws despite what consumer reports says) I don't even think about delivery until I read posts like yours and remarkably have to come to your defense. Here's what you should know. Tesla does read these forums and they want to hear from you. They'd prefer you call them and have it escalated to someone. But the company cares tremendously about service and they want to hear when things go wrong. Ignore all the haters on this forum and there many. Posting on TMC is typically better (TM watches there too) bc people there generally speaking are a bit more rational than here.

greg | June 30, 2013

I picked up the car and it looks great, I do have to bring it back cause the damaged wheel was not replaced and some minor stuff but I can live with that. I was super excited to get the car and now that I have it, I am definitely not disappointed.

Mel. | June 30, 2013

greg, nice to hear thinks are starting to work out. Sounds like you have the " Tesla grin" .

RZitrin1 | June 30, 2013

Greg,

I'm a Sig owner and have had my car since Oct. There are certainly service issues, particularly as the field of cars expand. There are also clearly issues in TX about the ability of Tesla to sell directly to customers, outlawed by Texas' legislature.

It is understandable given the # of trolls we've seen that people were initially skeptical and some may remain so. The best thing to do, as several people mentioned, is to post a post such as this one as "private," which means that only owners and those with reservations can access it.

Assuming you're genuine and that you got your car today, good luck, and enjoy the best car you'll ever drive.

Richard

greg | June 30, 2013

I wanted to let everyone know that Tesla contacted me right after about my minor stuff and that they will start taking care of it on Monday. I am very impressed with the service, the service has been the best experience I had so far besides driving the car. I took the car for about 6 hours of driving around town and I am sold fully on TESLA. Tonight I will put down a down payment on the model X, I think this speaks volume on how I feel with everything.

Thank you Tesla for the great service and the support during my issues.

Bighorn | June 30, 2013

@greg
Three things:
Glad you had a happy outcome.
It's too bad your Texas state representatives have hog-tied this great American success story.
...and what was that third thing?! ;)

stephen.pace | June 30, 2013

Greg picked me up today and we went for a short ride. One thing I will say is that his car (P13243, P85+) has phenomenal build quality, especially compared with mine (S00219). The ride is rock solid with no inverter whine on acceleration and no creaks anywhere. Extremely nice looking car and the panel replacement was seamless.

@Bighorn: Sorry, this issue has nothing to do with Texas and (seemingly) more to do with overworked staff. Tesla is innovative with everything else, you can can't tell me they can't make arrangements with third-party shipping companies for real-time or close to real-time updates (FedEx style) on car locations, or even using the GPS from the cars themselves to report their relative location (I see no privacy issue as long as this is done prior to turnover, although I could see the trucking company might have a security problem with it). If anything, that would take burden away from staff because owners could check the location of their cars without having to bother the DS (though care would need to be taken to ensure it didn't actually increase the number of calls--"why is my car headed to Dallas?"). Everyone understands that things happen (trucks break down, etc.) but it is how the company responds to those events that is going to make or break the customer's experience. If you have an appointment, and the appointment can't be kept for some reason, the customer should be notified at least the day before if that is possible. No doubt the DSes have busy schedules, but so do we.

djp | June 30, 2013

GReese - you my friend are a clown

Bighorn | June 30, 2013

@Stephen
I may be incorrect, but I assumed that his car's cosmetic problems would have been taken care of by the local Tesla store or service center before customer delivery, but that that step was not possible with the Texas laws. Glad to hear your positive reviews as my delivery is mere weeks away.

Brian H | June 30, 2013

At one point months ago there were reports TM was building up its own transport fleet. Any evidence of that?

gasnomo | July 1, 2013

@stephen,
what else did you notice in build quality? Have tolerances gotten tighter (such as between doors, trunk, lights, etc)?

JoshFriedlander | July 1, 2013

Just to add my two cents...I had a problem with my highspeed wall charge and I complained to Tesla. I have NEVER received more people who want to make it right. In 24 hours - I went from really angry to their people are really good. Their response has been incredible. From the Corporate folks in Fremont to the regional folks on the East Coast to the local folks in NY/NJ. WOW. I cant comment about what happened in your case, but in mine - they have been better than Mercedes (we have one of those too), Toyota, or any other car I have ever owned. They cannot undo what happened but their can do response is what has impressed me.

stephen.pace | July 1, 2013

@Bighorn Things have changed various times. For example, when I got my car in October, they were able to bring it to my house but Tesla wasn't able to touch them prior to drop off. Once the service centers opened, something changed, and the upshot is that most cars are now delivered there, prepped (detailed, etc.), and owners can pick them up there. So Tesla can certainly clean and charge the cars now which they couldn't before.

As for Ranger service, I'm not sure on the latest, but I paid for that option and last time they dropped my car off at my house using a Featherlite trailer (and they specifically asked if I had Ranger service before they committed to bringing to me). Presumably they would have charged me something if I didn't.

@cfriedberg I didn't look super carefully, but I noticed no issues with the car. Panel alignment looked excellent. Greg may bring the car to Houston Coffee and Cars this weekend and if so I can check closer.

gasnomo | July 1, 2013

@stephen,
Thanks, just curious...i assumed panel alignment et al would get better with time. I didn't notice much difference between mine (P045xx) and a Sig I saw up close at a EV car show we both participated in, but figured over time it would improve....

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