Heard so much about Tesla’s exceptional customer service prior to purchasing the car, we were so excited on the delivery day since it is our first brand new car but the whole pick-up experience was so unpleasant that it completely ruined our day.
Our appointment was at 2pm on a Saturday, we asked the delivery coordinator a couple of weeks back how long the delivery was going to take and was told it would take 15 minutes. We thought that was pretty brief, so we planned an hour for it and made plans with friends later that afternoon.
Arrived at Tesla 10 minutes early, was told to wait in the waiting area full of people with lots of kids running around and not enough chairs to sit on. At 2:30pm, a staff finally called our name to sign paperwork, no apologizing for being half an hour late, not even greeting, simply introduced her name and then said we still owe $154 and we needed to take care of that before signing anything. We paid for our car in full online on Tuesday with bank account transfer. Never received any call or email prior to Saturday about any remaining balance so we weren’t prepared for that. She said this bill came in only the day before delivery, it’s RTA(whatever that is) and it wasn’t included in the initial estimated remaining balance. So we tried to pay for it on Tesla account online, but bank account info wasn’t saved on the website. She said they wouldn’t take credit card or cash but only check. But since the delivery coordinator told us we couldn’t pay for the car with a check on delivery day and we needed to pay for it online in advance, we didn’t bring a checkbook. We couldn’t remember our bank account number or routing number on top of our heads( who would?) so we didn’t want to do. The staff was just standing there playing with her hair, saying” oh this happens a lot” and not being helpful at all. If this happens a lot, why doesn’t Tesla inform customers before delivery day about some suddenly showed up charge! After a long struggle we finally got our bank account info and got that paid off and signed the papers.
Five minutes later, another staff showed up in the waiting area and called everyone in there waiting for Model 3 to follow him for a demonstration. There were like 5 or 6 families and nearly 20 people. We followed him like a tour group to a Model 3 for him to show the front trunk and then he sat in the driver’s seat to show some settings for the car. With so many people standing around, one could hardly see what he was doing on the screen or hear him since he was talking in the car without a microphone. The demonstration lasted for less than 10 minutes and ended with” now please go to your car”. There were like 10 cars sitting in the warehouse with no names on them, nobody even said how to find our car or show it to us. After spotting a tiny sticker on the windshield with the Vin number, we found our car with back trunk open and the whole car covered in dirty spots. We couldn’t believe what we saw and there was no one around to show us our car! A detailing staff came over after a while, telling us our car came in worse shape than normal and all the other cars, he didn’t have time to finish the detailing yet, and that he needed another hour to 1.5 hours to get it all polished up. We were so shocked since we actually got a call from Tesla more than a week ago asking if we wanted to pick up our car early since it had already arrived in Seattle, but we didn’t have the time for an earlier appointment. Another staff came over and offered us a loaner car while we wait for some fun but we were in no mood at that point.
Finally at after 4pm, they told us our car was ready, we went over for inspection, found dents and scratches on the window trim that couldn’t fixed, between having to come back another day to pick up the car after they replace the trim or having them sent someone to our house later to get it replaced, we picked the latter because at that point we just wanted to get the car home and we were so late for our appointment with friends since it was 5pm already.
A supposedly exciting day in our life became such a big disappointment. We are aware of Model 3 is the cheapest model of Tesla, but it’s still a nearly $60000 car after call the upgrades and taxes, shouldn’t customers get better treatment than this?