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Why is Tesla's Certified Pre Owned(CPO) delivery so slow?

Why is Tesla's Certified Pre Owned(CPO) delivery so slow?

Hello Everyone,
My name is Richmond and I am a proud new owner of a used Tesla Model S. I purchased a Titanium colored 70D CPO using one of the 3rd party websites that lets you search the inventory that appears to be nationwide. I live in Charlotte North Carolina and Rameses (My car's name when I get it) lives in Bellevue Washington (Seattle Area) I put my deposit down on September 27th 2017, turned my trade in on October 11th (down to 1 car now) and handed over a full payment for the CPO to tesla on October 12th and I am writing this on October 26th , so almost 1 month after initial deposit and 2 weeks after full payment and all paperwork was 100% completed and was received by Tesla. I started to wonder why this process takes so long and why there is so little information provided to the new owner once they have squared away all of the required stuff that the website highlights. And started to ask myself and others if they experienced the same thing, super slow delivery and no information being proactively delivered to the new owner and based off of my initial queries the answer seems to be "Yes" this is a common occurrence, even if the CPO that you are purchasing is in the sane market as you.
 
I work for a technology company and as such we have over 300 employees that are Tesla Owners. So I asked if any of them had purchased a CPO and a few responded saying that they did, one even went on to say that they purchased a CPO in their own metro area and that Tesla still took over 1 month to deliver it.
 
Does anyone know why this CPO delivery process takes so long on a Vehicle that is already built? And why the transportation process is such a black box? I get that there is a 200 point inspection and stuff like that but should you be listing cars that are not already certified and ready for sale? Also , for the amount of money that we paid for delivery 2000 Tesla should be able to do better on the time to move and communications about its status.
 
I have been dreaming of owning a tesla for many years now, and I have to be frank with you folks this CPO purchasing experience could use some attention specifically the transport and delivery experience something as simple as an update to the website that tells the purchaser exactly where the car is and what's going on with it would satisfy folks for a while.
 
My wife said that she can purchase a 1 dollar tube of lipstick from Amazon or many other retailers and get a tracking number for it and know where it's at, at all times. However, we cannot do this with a 75k car? We can do better.
 
Thank you for your time and attention on this matter.

I realize that starting a business is really hard but the way that you have been winning and will continue to win is by focusing on customer satisfaction. And doing what's right, letting your customers know where their car is, is one of those things. You do something similar to this for the new cars so why not the used cars?
 
The reason that I am sharing this with you is that I want you to be successful, I want you to be wildly successful, I want to have a tesla Roof, Tesla power walls, and multiple Tesla cars and I know that the only way for that to happen is to get all of this stuff right so that we can continue to build this great American company.
 
 
Another question that I have is am I going to get my car that tesla has received full payment for before I have to start making payments on it? keep in mind this is a car that I have never even seen a picture of?

As each day goes by and you wonder it makes you look around and see that people have been having this problem since you started your CPO program about 3 years ago. Then it makes you wonder if they are not working to improve this what else are they also not working to improve?
And it makes one question if they made the correct decisions establishing a relationship with Tesla?
 
 
Thanks
Richmond

Bill_75D | October 26, 2017

Did you know that Tesla is terrible at communicating with customers before or after you dropped $75K sight unseen?

carlk | October 26, 2017

You paid Tesla before seeing the car at delivery?

revrev4ruach | October 26, 2017

It's not slow.

But if you pay in advance . . . .

revrev4ruach | October 26, 2017
TSLAev | October 26, 2017

Why would anyone pay in full in advance? The forums are full of stories illustrating the folly of doing that.

richmoba | October 26, 2017

Answering questions:
@Bill_75D- I did not realize that this was a big problem until I noticed it, and started looking for it more closely.
@Carlk - I paid for the car thinking that it would help the process along.
@Revrev4ruach- not really sure what to say in response to this my research shows that its clearly a very slow process. As of the writing of this note I am being told that the car is in AZ it started off in Bellevue WA on September 27th today is October 26th so its made it 1400 miles but not exactly in the right direction.
@TSLAev - thought that paying would help the process along, do you know if a way to get a car without paying for it?

TabascoGuy | October 26, 2017

Is the difference here between picking up and shipping a CPO? I thought I read a FAQ somewhere that full payment was required before a CPO would be shipped.

Anthony J. Parisio | October 26, 2017

richmoba,
Tesla is in the top ten best selling used cars in the country. They are moving a lot of used cars. Before they deliver the CPO it gets a really great going over. Even tires might be replaced if they don't meat the grade. In many cases the buyer gets a "like new" car. So because of volume and thoroughness it takes months to get the car right for delivery. If you want to see what it is like go to YouTube. Search for Mike Anthony Autosports. He just documented his recent CPO experience. It will make you feel better.

richmoba | October 26, 2017

@TabascoGuy - I am new to tesla so I am not sure what the issue is that's why I am asking the questions that I am asking:
1. Does anyone know why this CPO delivery process takes so long on a Vehicle that is already built?
2. Why the transportation process is such a black box?
3. Should Tesla be listing cars that are not already certified and ready for sale?
4. For the amount of money that we paid for delivery 2000 Tesla should be able to do better on the time to move and communications about its status.
5. I have heard that Tesla informs the owners of the progress of their cars for the new cars so why not the used cars?
6. why doesn't Tesla put pictures of the CPO on the website vs. using only the stock photos?

These questions are more for tesla than the forum, Forums are nice for letting people chat with each other (or say to you "the new customer" that you should have known that this was an issue and if you don't its your fault because you did not read every word ever written about a product that you are purchasing.) but they are also a lazy way for companies to not have to answer their questions posed by their customers. Basically encouraging other customers to answer the questions.

Its not always wise to let one customer answer the questions of another customer, because, not all of us are nice people :-) @TabascoGuy you appear to be nice.

richmoba | October 26, 2017

Thanks for your response @Anthony J. Parisio I have seen Mike Anthony Autosports video.

I know that they do a good job getting it ready to resell but my 200 point inspection did not happen until I started the purchase process on the 27th of September. My Pre-Owned Inspection was completed on the 29th of September.

still does not answer the questions.

1. Does anyone know why this CPO delivery process takes so long on a Vehicle that is already built?
2. Why the transportation process is such a black box?
3. Should Tesla be listing cars that are not already certified and ready for sale?
4. For the amount of money that we paid for delivery 2000 Tesla should be able to do better on the time to move and communications about its status.
5. I have heard that Tesla informs the owners of the progress of their cars for the new cars so why not the used cars?
6. why doesn't Tesla put pictures of the CPO on the website vs. using only the stock photos?

tes-s | October 26, 2017

When you purchased the car, did they give you an estimated delivery date?

1. Nobody knows.
2. They don't want to waste resources tracking and responding to anxious owners?
3. Yes.
4. Maybe they could offer enhanced communication as an option for CPO?
5. I think you may have misunderstood, based on forum posts from people that have ordered new cars.
6. They don't put actual pictures of new cars ordered either. I'm guessing you knew this before placing your deposit.

This is the process they have followed since they started selling CPO. I understand you would like a different process, but this is the current process.

richmoba | October 28, 2017

Thanks Tes-s,
Do you work for Tesla?

I actually got an answer from a Tesla employee:
1. Does anyone know why this CPO delivery process takes so long on a Vehicle that is already built? (They have a process that they have been working on for a while they try to encourage people to get CPO's that are close to them but they are also at the mercy of the transport companies but this is a problem that they are acutely aware of and are working on.)
2. Why the transportation process is such a black box? (they have not figured out how to automate this yet I gave them some ideas. I.E. all of the cars have GPS and Cellular Data, 1 GPS+1 Cellular Data plan + 1 website update= way for new owner to track car)
3. Should Tesla be listing cars that are not already certified and ready for sale? they are working on having a goal of a 7 day turn around on CPO's but they are not there yet.
4. For the amount of money that we paid for delivery 2000 Tesla should be able to do better on the time to move and communications about its status. (They agree)
5. I have heard that Tesla informs the owners of the progress of their cars for the new cars so why not the used cars? New car owners get notifications in factory but the transport is an issue for them as well.
6. why doesn't Tesla put pictures of the CPO on the website vs. using only the stock photos? (They are working on this feature)

I like many of you believe in Tesla that's why I purchased a car.
Getting Tesla focused on these issues will only make them a better company for all of us, and they seem to agree.
some of the answers provided to my questions were not helpful for me or for Tesla

richmoba | October 28, 2017

Thanks Tes-s,
Do you work for Tesla?

I actually got an answer from a Tesla employee:
1. Does anyone know why this CPO delivery process takes so long on a Vehicle that is already built? (They have a process that they have been working on for a while they try to encourage people to get CPO's that are close to them but they are also at the mercy of the transport companies but this is a problem that they are acutely aware of and are working on.)
2. Why the transportation process is such a black box? (they have not figured out how to automate this yet I gave them some ideas. I.E. all of the cars have GPS and Cellular Data, 1 GPS+1 Cellular Data plan + 1 website update= way for new owner to track car)
3. Should Tesla be listing cars that are not already certified and ready for sale? they are working on having a goal of a 7 day turn around on CPO's but they are not there yet.
4. For the amount of money that we paid for delivery 2000 Tesla should be able to do better on the time to move and communications about its status. (They agree)
5. I have heard that Tesla informs the owners of the progress of their cars for the new cars so why not the used cars? New car owners get notifications in factory but the transport is an issue for them as well.
6. why doesn't Tesla put pictures of the CPO on the website vs. using only the stock photos? (They are working on this feature)

I, like many of you, believe in Tesla that's why I purchased a car.
Getting Tesla focused on these issues will only make them a better company for all of us, and they seem to agree.
some of the answers provided to my questions were not helpful for me or for Tesla

tes-s | October 28, 2017

No, but seems you got pretty much the same answers from Tesla. I'm glad their bed bug response satisfied you.

Like many Tesla questions, the answer is "soon".

cfore | January 17, 2019

I am having a similar CPO experience. Nice to know I’m not alone. ;)

Scorpyo | January 17, 2019

Mine took less than 10 days from initial deposit to pickup. Certain things were actually rushed and I'm still waiting for title, registration and license plates, 2 months and a half after purchase. Car is great, I just wish that the staff at the sales and delivery department were much more responsive, they don't pick up the phones, don't answer emails. Now I understand not every delivery center is the same, fortunately the majority of people don't have issues.
I finally got a response regarding my title, registration and plates but the person only said that I can drive without them and Tesla would pay for any ticket. That's nice but I read I can still get this violation on my record and my insurance rate can increase.

rxlawdude | January 17, 2019

"I finally got a response regarding my title, registration and plates but the person only said that I can drive without them and Tesla would pay for any ticket. That's nice but I read I can still get this violation on my record and my insurance rate can increase."

Not a moving violation. Your insurance will never know.

ppietr22 | February 10, 2019

Ordered my CPO in the Chicago area on 1/31/19. As of 2/10/19, delivery specialist just keeps saying my car hasn't even been picked up yet due to weather issues. Also dont have a financing contract yet. 10 days with no car movement. Pretty bad so far.

SO | February 11, 2019

Tesla’s communication and delivery is not their strong suit. Fortunately the car and service makes up for it. I will be glad when Tesla can improve their communication.

woodward.aichner | February 11, 2019

ppietr22 -- I can relate. I made my deposit on 1/17/2019. ETA at delivery location was 2/8/2019 and still no word, yet. I requested a Motor Vehicle Purchase Agreement and that was sent to me via email by my assigned delivery specialist. The MVPA is the contract required for financing.

b8schris | February 11, 2019

It's coming up on the 1 year anniversary that I put down my deposit on a CPO Model S and it did take a long time for my car to be delivered. I believe that 3 things held it up. 1. My car was fully refurbished so some of the waiting was for parts. 2. My car was being delivered right when roll out was going on for the Model 3 and they had difficulty finding a transport because all were being taken by model 3s. 3. just a lack of communication. My sales adviser was great, and he turned me over to delivery and said that it would be 4 weeks.. Honestly the delivery people have no clue as to what is going on.. I was told a few times that"we don't know where your car is right now or what is holding up" Finally I called my Sales adviser, who since has gotten a promotion. He jumped in and tracked down my car, found out what was holding it up and it was parts.. he expedited it and still it took a few more weeks because they put a new bumper on and had it painted.. waiting for the part then back in line to get the bumper put back on.. then the wait to get it shipped. My sales advisor actually came in and delivered the car himself. But.. that wasn't the worst part... since it took 10 weeks and I got my loan approved the minute I put in a down payment on the car... when I did get the car they had not processed that paperwork.. and actually didn't do that for another couple of weeks. I kept waiting to pay my first payment.. go figure.. I called and was told don't worry, then I called again and called my bank and was told that the loan expired. Then the delivery person got back to me... and quickly the plan was to re apply for another loan. I wanted to use my bank and now the interest rate went up a little. Tesla rightfully apologized and they made it right with future concessions. I still love the service that I get and love my car.. Tesla has been great, but they certainly teach you patience.

Scott1258 | February 12, 2019

I’ve had my new 2015 85D for about 2 weeks now. Purchased it through Tesla online on a Sunday night. They delivered it to my house the following Saturday afternoon. 6 days from the order being placed and them driving it to my house. It was delivered out of the Costa Mesa, CA delivery center. Great contact and customer service the entire process. No hiccups or problems at all. YMMV