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Frustration

Frustration

I took delivery of my model s 2/11/13 and while I love the car I am ready to call my attorney out if complete frustration with the organization:

1) the car was delivered with only one key and repeated calls to get a second key have brought nothing but promises and no key.
2) the car was ordered with the super charging system and I was informed that while it was back ordered it would definitely be installed prior to delivery. As of today I still have no super charger and have not been able to get a definitive answer as to when it would be received
3) most important , the windshield has been coming apart and I have been told it will take 4 to 6 weeks to receive a replacement. I am now in the position of not being able to drive my new car for 4 to 6 weeks. I have been told by my Porsche dealer to contact an attorney and make a lemon law claim. I am loathe to do this, but I may have no alternative.

kilimats | 21 febbraio 2013

OMG, like for any new car/company, you will come accross issues, calling your attorney isnt helping, being patient, understanding the company position, and following up with them is the answer

keep cool !

GLO | 21 febbraio 2013

How do you know you don't have supercharger capability? It MUSt be installed before. There is no external expression of this capability. Did they tell you it did not come with it?

jk2014 | 21 febbraio 2013

Your lack of detail is astonishing... Not sure how posting a generic message on this forum helps you.

What is your battery size, what's your vin, who specifically did you talk to at tesla, and what "supercharger" are you talking about?

And I always talk to my Porsche dealer to get advice on my tesla... Come on really?

I had to respond, just seems ridiculous.

Ill apologize in advance for my behavior... Won't respond anymore to your posts after this...

marklhartman | 21 febbraio 2013

He probably means HPWC, not supercharger. Gary?

Mocaptain | 21 febbraio 2013

Tesla will remedy the situation. I too had issues but with patience, you will have resolve.

GoTeslaChicago | 21 febbraio 2013

You get more milk from a cow with patience than an attorney! (old saying paraphrased)

rloehler | 21 febbraio 2013

He must be talking about the high power wall connector which is back ordered? I find it hard to believe that tesla would not fix his windshield sooner than 4-6 weeks. This sounds like a bogus post. Dude, you don't know that supercharger hardware can't be backordered? What's your VIN or order number?

jat | 21 febbraio 2013

What exactly do you mean about the windshield "coming apart"? Do you mean it is not sealed perfectly, or it has a crack (a number of others have experienced a crack on the passenger side)? In either case, I am not sure why you can't drive it.

The supercharger is internal, so unless they told you it was left out of your car or you have tried charging at a supercharger, then I wouldn't assume it isn't present.

jat | 21 febbraio 2013

If you are talking about the HPWC, then you should be aware that people who received their car months before you are still waiting for theirs (like me). I don't know about your case, but for me it was made clear that it wasn't going to be available by the time I had my car, so I had a 14-50 outlet installed on the wiring which was run for the HPWC. It isn't a big deal to wait.

If you do mean HPWC, you should use the correct names for things if you expect people to help you.

jk2014 | 21 febbraio 2013

Jat -- will you take this one, not going to feed it no mo

petero | 21 febbraio 2013

nickniketown. Why are you still posting. The only lemons are your posts and the sour taste we get reading your bs. Please go away, find a Porsche dealer.

KevinR.co.us | 21 febbraio 2013

Looks like FUD pandering to me....moving on.

Garyschaevitz | 21 febbraio 2013

Interesting that so many of you are abusing me for my post. I wonder what your motives are? Do you think it is unreasonable to expect to have more than one key for a car I spent over 100m for? Do you think it is unreasonable to expect a return phone call or resolution of the request for a second key after 10 days. Do you think it is unreasonable to expect a defective windshield to be replaced in less than 4 weeks? Do you think it is unreasonable to expect to receive what you ordered, payed for and were told you would receive. If Porsche treated their customers in this fashion they would have gone the way of the Yugo.

Timo | 21 febbraio 2013

Call rangers, not salespersons. Based on other people stories here fixing is easy and happens (relatively) fast.

I don't know if second key is part of the deal, so that might have been just separate deal and delivered to you like any other accessory (IE. takes time, and you get billed).

Garyschaevitz | 21 febbraio 2013

How do you call rangers?

nickjhowe | 21 febbraio 2013

@Garyschaevitz - sorry you are suffering like this. Seems you you've got the perfect storm of issues. You shouldn't have to do it, but others have reported that if you put two or three calls into ownership within a few minutes it is possible to get through to a person rather than VM.

For something as bad as your situation it won't hurt to drop an email to gblankenship@teslamotors.com, but don't stop calling.

If you aren't too far away from a service center or showroom, I'd go there in person.

NOPetrol | 21 febbraio 2013

"100M" that's some car you have... How come you don't know the diff between supercharger and wall connector? Maybe Porsche can explain?

dborn @nsw.au | 21 febbraio 2013

Garyschaevitz- Ignore the criticisms. You are 100% correct. Nickjhowe is right. that is the way to go.

Brian H | 21 febbraio 2013

Gathering of the short trolls.

Hogfighter | 22 febbraio 2013

Gary, I'm sorry for your issues, but you've brought a little of the negative feedback on yourself.

Asking a Porsche dealer for advice on how to handle a Tesla problem? Come on.

You also aren't going to make many friends with your eagerness to solve your issues with an attorney. It says that you don't know how to handle problems by yourself, like a man.

jeroens | 22 febbraio 2013

Come guys Gary is a fellow Tesla owner/buddy let's give him some respect/love.

Don't let trolls like NickN bring the attitude to this level.
Gary, sorry for some of the harsh comments. Criticism is sometime a bit hard to take when it concerns your loved one (Model S)

I for one can fully understand the frustration and the state of mind you must have been in when you wrote this.

The thing I think to take into account is that I think for most (of not all) people here who decided to go for a model S it was always clear that being cutting edge and going with a startup will result in some issues which they/we are glad to accept, with the knowledge they will be resolved. Offset by the way this car drives and being part of something new, exciting, industry changing these 'issue' become non-issues...

This does however not mean you issues should not be resolved and Tesla needs to improve on this, but if you can not cope with the experience as I tried to picture it above than this might not be the car for you.

My two cents. Raise the issues again, escalate, make clear your are not happy but stay away from 'attorney' remarks and advise from 'competitors' like Porsche and known trolls on this forum.

Might be worth getting a ranger involved (can not judge this) and in the end George if all fails. If you are close to a store it might be worth going there to personally express you issues.

In any event I hope you stay onboard, find the fun side to offset some of the negatives and keep us posted...

David Trushin | 22 febbraio 2013

It's not unreasonable to expect a second key fob. I don't know of any car that only comes with one key. That is the case of something critical missing at delivery and should be provided immediately. On the other hand, the HPWC is a) on back order which can happen with anything you buy, and b) is not really necessary unless you are in dire need of a 3 hour charging cycle. You still need the 240 V outlet near your car. The windshield is yet another story. This is a defect that prevents your use of the car. My experience tells me that the salesperson might help with the key fob, but for the others, you have to contact service. The salesperson has moved on and the only reason that your Porche sales person told you what they did is because this person is hoping you will dump the Tesla and buy a Porsche. The service numbers are on the web site. We all have found them to be effective in getting the problems resolved even if it requires multiple trips to your location. You can look at some of the other threads to verify this. The one common "thread" however, is that they are reluctant to call you if they have nothing to report, even if you were promised a call, and you need to keep on their case to find out what's going on. If you haven't gotten a result in 10 days, I would definitely email George and explain the situation, see what happens. At least they should give you a loaner while your car is not usable. Oh, and $100k buys a very expensive car but not a personal assistant. $100M maybe does.

davidslagle | 22 febbraio 2013

I have just read the fourth quarter shareholder letter for 2012. Under 2013 outlook it says; Delivery of cars with the 40 kWh battery pack is expected to begin later this summer. I have been misled too many times for the delivery of a Tesla S I placed a reservation for on June of 2009. I also signed an buyers agreement 8/1/12. I was just on phone with a delivery specialist 2/20/2013 and he led me to believe delivery was still on for late March/early April. Appropriate actions are imminent due to this bait and switch for an available Tesla S. The 40kWh Tesla S doesn't appear to be available due to lack of demand and may never be produced.

LMB | 22 febbraio 2013

I'm finalizing my order today, and yesterday I was assured by a salesperson that two keys are standard.

I have not posted here before, but I've used what I've learned here to make decisions. The main things I've learned are that in terms what we came here for - a quality non-petrol driving experience with maximum range given current technology, the car does not disappoint. The customer experience, however, evidently has a way to go before being satisfactory. I'm voting for the future with my dollars, knowing this. Full disclosure: I am a shareholder.

But to help us all help Tesla build their company, this forum is a crucial tool, and it's disappointing to find flamers here like everywhere else on the net. Why are we willing to write things we would never say to someone's face? It diminishes the utility of this forum for all of us.

I have bought into this completely, knowing there will be frustrations. I'm hoping to come here with my frustration to get help, and not get slammed. Let's help each other out.

djm12 | 22 febbraio 2013

Prioritizing your issues might be helpful Gary. For instance, you really don't need a second key FOB, if you can't drive your car because the windshield is broken. Likewise with the charger. Tesla informed you that it'll be 4-6 weeks to get a new windshield. It seems unlikely, but possible, that this repair can be accelerated, so keep checking. Have you been able to speak to Tesla concerning a possible loaner car?

By the way, what specifically is the problem with the windshield? And what is the specific problem with your SC? Are you referring to a wall mounted unit?

jat | 22 febbraio 2013

@David Trushin - +1

Regarding the key, I don't know exactly how it is paired with the car, but I wouldn't be surprised if it required access to the car to do it -- when I got a replacement key from Toyota once, they had to have the car there to get it.

@davidslagle - I understand your frustration, but saying the 40kWh car won't ever be made is pretty silly. Other threads have indicated that the reason for the delay is they are having to redesign the battery after it wasn't meeting expectations.

petero | 22 febbraio 2013

Nickniketown. “Petero ?????”

What don’t you understand? Virtually every post you submit is negative towards TM or the “S.” Case in point. “Wow they still have problems with the windshield. Time for the lemon law.” You are incorrigible and your posts are not enlightening, informative, humorous, or appreciated.

davidslagle | 22 febbraio 2013

jat@jaet.org
What makes you believe the 40kWh model will be produced? What make your assumption and what you have read less silly? The demand is not there. It will cost them more to produce the 40kWh model than they will ever recover. They simply have used its price to lure customers in, advised them the 40kWh was going to be delayed and they would need to upgrade to get a Tesla now. It has helped them achieve the profits needed more quickly. This is as high tech in advertising as the Tesla S is in cars. For us older folks, we refer to that type of sales method as bait and switch. A class action lawsuit for this behavior might get Tesla's attention.

davidslagle | 22 febbraio 2013

The original reservation I made 7/20/09 says in the priority clause "Tesla will establish the Model S production sequence according to the order in which payment and signed reservation agreements are received. Note that there will be a Founder Series and a Signature Series that will prelude the regular production". Those models have been completed. Tesla has produced 4000+ cars. My reservation number P1020. Nothing else is said about a delay may be experienced due to the Model S selected.

petero | 22 febbraio 2013

nickniketown. I am aware of the windshield problem. I do read the other forums and (unfortunately) have read your numerous posts.

"Who is negative?" Seriously, read your own posts. Your only positive response that I recall, is your recommending a reservation holder, who can't get loan approval, to contact TM for financing.

sandman | 22 febbraio 2013

Here are the numbers for customer service. You can also contact your local service center via the web page search.
(877) 79-TESLA or (877) 798-3752

Just my 2 cents here but the windshield is something that's got to get fixed asap but still not sure how bad it really is. You said "coming apart". That sounds like you have giant holes in the windshield and if that is the case then it would be the first time. If you are just talking cracks then you must be venting and that's alright too. Just keep pounding for the 2nd key fob. The HPWC delay/backlog is a known issue for many many months. I also don't believe another automaker is a trusted source of advice. And lawyers, really? that's just bad advice for this situation. Every single person who's had a bad experience posted on these forums get dealt with appropriately that I've seen.

David Trushin | 22 febbraio 2013

nickniketown: You might try Google Translate to convert your posts to English before you submit them

skymaster | 22 febbraio 2013

nickniketowm: I am curious, what is your nationality? What is your 1st language?

GeirT | 22 febbraio 2013

Nickniketowm is a 14 year old. Negative to the core. This brother thing was invented 2 - 3 weeks ago. A troll that loves to get attention. Ignore him!

aaronw2 | 22 febbraio 2013

I was told that the delay for the HPWC was due to a delay in getting UL approval. There's really nothing Tesla can do about that.

Alex K | 22 febbraio 2013

@aaronw2 | FEBRUARY 22, 2013: I was told that the delay for the HPWC was due to a delay in getting UL approval. There's really nothing Tesla can do about that.

They obviously have UL approval now since they are shipping the HPWC. I was told by a Tesla employee who visited the factory that they were actually waiting for the UL stickers to place on the HPWC and they had hundreds of units ready to go. I don't know what's true any more.

sandman | 22 febbraio 2013

@nickniketown: This best car ever if me even minor issues in there. Happy disappoint you to but you are choices make sense to you and it is good.

Have a day and enjoy!

Tiebreaker | 22 febbraio 2013

@nickniketown - I'll take it at face value that you want Tesla and Model S to be successful. So please try to contribute something positive to the cause, beyond the repeated "car bad, not ready, you fool". Those comments, and copy-paste of John Petersen's articles do not help much in making Model S better.

peahl | 22 febbraio 2013

Gary, you have the right to be frustrated and not to be patient when you paid almost $100,000. There are no excuses for not calling you back, the missing second key and the damaged windshield.
The only helpful comments are the ones with Georg's e-mail address and the service phone number

jjaeger | 22 febbraio 2013

http://www.autoblog.com/2012/12/12/mercedes-benz-recalling-5-800-vehicle...

http://wot.motortrend.com/recall-roundup-mercedesbenz-recalls-2011-diese...

http://blogs.cars.com/kickingtires/2010/10/recall-alert-2010-2011-merced...

etc... yeah, lemon time for MB and for all of us to acknowledge all the problems that their cars have. What a crock.

And i have to correct GeirT - NN is 12, not 14. He aspires for 14 someday.

petero | 22 febbraio 2013

Garyschaevitz. Sorry to read about your problems and dissatisfaction. I admit TM has to improve their communications skills and up their level of customer service and follow through. I would ask you to exercise a bit more patience and I am sure all will be rectified (not soon enough for you, I'm sure). I understand it can’t happen soon enough, and it is shame these deficiencies are spoiling your enjoyment of a remarkable car.

I imagine the replacement fob, windshield and HPWC are on back order and should be on your ‘due bill’ that lists what items TM owes you. One question, did you have a DS (delivery specialist) deliver the car to you? If not who delivered the car? If you did have a DS, he/she would be the best person to contact. If no DS, I would e-mail George B. and request some help. I would think the two people that can’t make this unfortunate situation better is an attorney and a Porsche dealer (unless you are trading in your S).

Regarding abuse. Tesla posters are singularly defensive, to the point of being offensive (myself included). I would agree with you, that not hearing from TM in 10 days on the fob is not reasonable. Personally, I can see the 4 weeks on the windshield as it has to be in stock for replacement and has to be trucked to wherever you are located. Also, the HPWCs are being delivered and are being filled in reservation order.

Sorry to be petty, especially with your wounds so raw and unattended. Porsche makes great cars but they have their problems too – I know, I use to work at a Porsche Audi dealer.I can tell some Porsche stories if it will make you feel better. I do understand your points, I grew up in retail sales and service business and treating the customer well is job 1 ! Designing and building an amazing car is job 2, and building a world class organization is job 3.

My best wishes for good luck and for speedy resolution.

jbunn | 22 febbraio 2013

I'm calling bs on this whole thread. I'm not convinced the poster even ownes a S. Lets take this to the secure forum to sift out the trolls

rwang | 22 febbraio 2013

The bottom line: small volume car companies like Tesla can not get suppliers to take them seriously, hence production runs are falling behind and quality of suppliers have dropped. Tesla has some quality problems with all the regular car stuff. The software/tech stuff seems to be doing okay.

They just seem to have underestimated the difficulty of managing an automotive supply chain. For example, they still can't find a supplier to do a small run of vanity visors, hence we have the old Roadster ones. They could barely source basic parts. The stamping of the glass is another issue, as the rear and front windshields are all warped and really should be replaced in a nationwide factory recall.

Tesla's done a poor job communicating it's issues and resolutions to customers and deserves the blame.

That being said, we should stop drinking the kool aid and take a reality check. It's a great car. The technology is amazing. Sadly the automobile craftmanship is lacking. These things should have been worked out and the fact that promises are being broken is of concern.

Will that stop me from putting an order for a Model X? probably not. but if these things don't get resolved soon, Tesla's toast.

jat | 23 febbraio 2013

@rwang - I'm don't believe craftsmanship is lacking. Certainly, there have been some issues which have come up on a number of cars. However, over 4000 cars have been shipped at this point, and yet the number of people posting complaints are relatively small. Do you not think that early adopters would not have found their way to this forum to complain about it?

It seems more likely that the relatively small number of people posting complaints reflects the relatively fewer number of cars having problems. For example, my car has had *zero* hardware issues (well, I suppose the limitations of auto climate control might be a hardware issue if it is due to sensor location). True, I have had a couple of software glitches, but they have been minor, in no way affected operation of the car, and required me to rebooted the center console twice in 7 weeks. As a software engineer and with the expectation of the time crunch they have been under, I expected far worse. As an example, my Mac I use at work has had far more glitches over the same time period and we won't even get started about Windows, yet those have been around for far longer.

So, my own experience has been far better than I expected, and I expect that is true as well for the majority of people who are not posting complaints here.

Of course none of that excuses problems that people do have, and Tesla needs to fix them. From what I have seen on other threads, that appears to be the case.

David Trushin | 23 febbraio 2013

+1 jat

rwang, if you feel the way you do, why are you buying an X?

DonS | 23 febbraio 2013

I don't understand the windshield cracks. There are a handful of companies that make glass for all the auto manufacturers, so I can't see why Tesla would be more likely to crack than any of the other auto manufactures. I hope they are working with the glass company experts to figure out if there is something special about this case.

rwang | 23 febbraio 2013

@donS

Tesla does not have the volume to interest manufacturers to make a shift in their line. Hence they are forced to do a lot of in-house production. The suppliers that have agreed to supply Tesla may not all be fully committed as these are really low volume runs.

From fasteners, to carpets, to glass, to accessories, this is the reason for the delays.

rwang | 23 febbraio 2013

@david trushin @jat

I'm an early adopter. I don't think many people would disagree that the car is pretty cool from a technology POV. The interior craftsmanship is not at the level of an Audi A6, BMW 5, or Mercedes E class. A Hyundai Sonata is actually better built.

The gap between the panels, the quality of the interior components, the door seals, and other manufacturing areas all require improvement.

I think we are overlooking these because many of us would like to see Tesla succeed or we are too enamored with the technology. I'm just trying to stay realistic about what it is.

petero | 23 febbraio 2013

rwang. Sorry to disagree, I am quite satisfied with the fit and finish of my "S." The paint, gaps are spot on, the interior may lack the 'bells and whistles' but the simplicity and elegance has grown on me. I have high regard to the Sonata but i think you are pushing your credibility saying it is better built.
Just my opinion.

bradslee | 23 febbraio 2013

@nickniketown and @rwang, if you guys are so worried about MS "craftsmanship", why bother to come to this Forums to bash MS or TM. You should move to places of Forums where you can praise BMW or MB or Audi, or even Toyota for their "craftsmanship" (by the way I did own both BMW and Audi).

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