Submitted by jqobrien on Sun, 2018-09-23 18:02
I had a truly terrible delivery experience yesterday (Saturday) with my new Model 3 in Raleigh NC. It took them an hour longer than expected to process the paperwork. Then they told me that the fuse on their charger had broken, so the car only had half a charge. Then I went out to my car and the sales person was too busy to give me a tutorial, so just told me "it's super-intuitive" and that I should just figure it out. I drove away angry and 5 minutes later they called and told me they had forgotten to put the license plate on. I drove back and one of the other sales reps asked how my delivery experience had been. I told him it was terrible and hadn't even got a tutorial. He offered to take me on a drive to show me all of the car's features. I took him up on it. Two minutes in, he said that the cameras weren't working properly - the car wasn't recognizing other cars on the road. We went back and one of the service guys came out. He said it was fine and I just needed to drive 50 miles so they could calibrate. He checked my app, but the car wasn't showing up. He couldn't fix it locally so suggested I call the National service center on Monday. I drove away and made it home with no issues. Later last night I got a panicked voicemail from the Tesla person who had filled out my paperwork saying that they'd forgotten to have me sign a form and it was "illegal" for me to be driving my car. They then asked me to drive back and sign the form (although driving the car apparently would be illegal). I called back and left a voicemail. I've left 2 other voicemails over the past 24 hours but haven't heard anything back. So right now I spent 4 hours doing the '15 minute delivery', the car doesn't show up in the app and apparently it's illegal for me to drive it. The car is amazing. It drives beautifully, the design is stunning and the technology is truly impressive. But the service was a joke. If I'd bought a shirt and got this service I'd be pissed. But this is a $50k car - so it's really ridiculous. Does anyone have any advice about the most effective way to lodge a complaint. I'd like to get some sort of compensation for having had such a bad experience. I'd normally escalate it to an executive in the company, but with all of the execs leaving the company lately I don't know who to address it to. Any advice is really appreciated.