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Delivery process issues?

Delivery process issues?

We're getting very close to the delivery of our car and I'm really struggling with the delivery communication. Tesla does a very nice job of pushing out info but seems to really fall down on the follow up on questions or returning calls or emails. Anyone else seeing this problem?

jbunn | May 9, 2013

No, mine was delivered exactly in the window 3 months ago. She was ready exactly on time. The only issue was the front license plate holder was not on, but I attached it a few days later when the plates came.

What exactly are you expecting that you are lacking? Let's try and pin this down a bit.

cgiGuy | May 9, 2013

My communication and delivery experience with Tesla was top-notch. Usually got replies back same day or next. I did ask for a service center delivery to try to avoid getting a call from a flatbed truck driver on a random Tuesday morning saying he was 30 minutes away.

Like any company, there are employees with good follow-up and organizational skills--and those without.

I hope you get a better response soon. You'll forget all about the process the first time you drive it, though...

elguapo | May 9, 2013

Just got mine yesterday and communication was great. Emails were returned same day and calls were usually picked-up after two rings. I was really happy. I think they're getting better, but it depends on your service center and/or DS.

vincesla | May 16, 2013

The communication between my delivery specialist and me has been terrible. A few emails and phone calls and voice mails and no response until I had to contact the sales team which in turn called the delivery specialist up. Really not a pleasant experience.

irishstoutaz | May 16, 2013

How long after receiving your VIN should you expect to be contacted by your DS?

stimeygee | May 16, 2013

I've had very poor communication with both the financing team, and my delivery specialist. They're great when I get them on the phone, but emails go unanswered, calls go unanswered, it's just dead silence for days at a time. Meanwhile my car is arriving in 8 days, and I still don't have the financing worked out. It's pretty terrible.

I'm in the NY area. Where are the others with poor communication?

CaliSun | May 16, 2013

I got my delivery button last night and had a few questions so I males the delivery e-mail around midnight. I got a reply around 9:30 this morning with my answers from a product specialist, so far so good for me.

KOL2000 | May 16, 2013

Great experience here. Smooth as silk. Big props to Mike Beebe!! I love tesla so far.

AlMc | May 16, 2013

I have nothing but good things to say. I have been in cintact with four different people at Tesla (3 in CA, my DS in PA) all either answer the phone directly or return my phone message or email within 24 hours...usually within 2-3 hours. I have been impressed so far.

J.T. | May 16, 2013

@stimyg I, too, am in the NY area. I'm at the beginning of the Tesla contact process( window 6/11-7/3). Forewarned is forearmed so I will be proactive and start calling instead of emailing. Thanks for the heads-up.

stsanford | May 16, 2013

Good to know, I emailed to schedule a test drive (in NY) and have been waiting over a week. Guess e-mails go into the great ether. Will follow-up with a pop-in or phone call tomorrow...

matt.wis | May 16, 2013

They have my money and the car made it to Houston on Monday. The delivery window is Fri/Sat and somebody is supposed to call me over the last three days but no word on that. I emailed/called today and haven't heard back.

Otherwise, they have been ahead of schedule and very on the ball.

Hoping for joy tomorrow.

Matt

Beelz | May 16, 2013

I have yet to get a single email response back from Tesla to any of my questions.

The one time I called was great, but no luck at all on email.

mollmason | May 17, 2013

I agree they don't communicate and I was very disappointed I had to do some much work trying to track down these guys to get a status of my car. It sat in Cali for 2 weeks because they didn't know where to deliver it and never bothered to update my change of address and trust me I left numerous VMs and emails. I could go on and on but I'm moving on it left a bad taste in my mouth.

Long story short do your own follow up if you feel you are not getting what you need. Don't be afraid to go over there head, I don't think these DS understand the amount of money your spending and the level of support that should equate to your delivery experience and I'm not even that hard of a guy to deal with.

Love the car

eAdopter | May 17, 2013

@Maria Tesla
It sounds like we have the same DS.  Almost every interaction so far has been flawed in a significant way.  Fortunately, DS performance doesn't matter much in the end.  Just double check all your paperwork, take a deep breath, and it will pass.

irishstoutaz | May 17, 2013

I also have been a little disappointed in the lack of response from Tesla. Sent an e-mail to the main delivery address last Thu and have not received a response. Received our VIN on Tue and it mentions to contact the DS for delivery specifics but there was no information on how to contact the DS.

That is a little frustrating but once we receive the car it will all be worth it!

kback | May 17, 2013

I will be taking delivery in 1 week, and I have to say I've had great experiences with my Tesla Reps all around. Cecily Capello, my DS at headquarters, has been amazing in every way. Nathan, the local delivery specialist in White Plains, has also been very helpful and incredibly accomodating. Virtually every Tesla contact I have had so far has left me saying to my wife, "Wow, what a company." Can't wait for my Model S - that's when the real "Wows" will kick in.

KRS | May 17, 2013

I too have been disappointed with the communications. Tesla will miss its original delivery window, which expires today.

It seems that every communication that I have had with them, except for that emails regarding paying for the car, has been initiated by me. I finally went to their gallery in Scottsdale and aired my concern with the manager.

My delivery specialist called me the next morning, 5/11. His work on my behalf may have expedited the delivery from 5/22 to 5/20, but I don't know with any certainty.

I have learned that my car was to have rolled off the assembly line 5/16. If testing is complete today, it may make it onto a truck Friday, 5/17. If the truck driver decides to drive the weekend, it could even arrive Saturday or Sunday. If it is put on the truck Monday, it will probably be Tuesday. Once again, I am waiting to hear from someone at Tesla.

This may be a very long weekend. However, on the brighter side, I had my wall connector installed this morning. I'm ready!

irishstoutaz | May 17, 2013

KRS... I think you are only wthe 2nd person I have seen recently that went beyond the original window. Not good but at least yours will be delivered within a few days. We are actually glad that ours appears that it will be delivered after Jun 1st for the 1% slaes tax savings.

Still frustrating with the communicatin and sounds like yours really hasn't improved much even after escalating.

mreitman | May 24, 2013

Communications with DS have been unacceptable. After initial email two weeks ago nothing. Emailed her daily for a week, no response at all and her only number is a cell phone which seems to be turned off. I don't think that she wants customers to hit zero when they get vm. Did a little sleuthing anfpd fou s a direct line to the executive office. The person there got my questions on payment answered. Had i not reached her the car wouldn't have been shipped and i'm skeptical about my,May 31 delivery date. I agree that they don't seem to realize how much we have been paying , ther isn't a dealership down the street. If I have to be out of the office for six ours to pick up my car I need some notice.

valem88 | May 24, 2013

Yeah had same problem, see this thread http://www.teslamotors.com/forum/forums/tesla-not-answering-emails .

Still no answers yet. Makes me wonder what kind of service i get if I have trouble with the car once I have it?

create | May 24, 2013

Mine was very responsive to all emails except for the ones where I asked about the benefit of the ranger service option given the Elon's blog about the valet + loner on regular service option.

Red-Rider | March 15, 2015

I just wish I could get a straight answer as to when our car will be delivered. It was shipped last week and as of yesterday no one knows when it will get here. This is the most frustrating delivery of a car I have ever experienced. What was interesting was one of the individuals said "have you ever ordered a customed car? It takes time? Well I have ordered several customed cars and someone always knew exactly when the car would be delivered. This is very frustrating. Anyone else order a Tesla and frustrated with the exact delivery date?

J.T. | March 15, 2015

@foresoh Anyone else order a Tesla and frustrated with the exact delivery date?

You're asking the wrong question. Ask if there's anyone who isn't frustrated.

murphyS90D | March 15, 2015

If your car was shipped via the railroad, Tesla doesn't know when it will arrive.

Railcars get sidelined for various reasons a lot. My last car (Ford Energi) spent three days in Chicago while it was transferred from the Union Pacific RR to the CSX RR.

If Tesla would notify the number of the railcar that it was loaded into, there are ways to track the location of a railcar knowing just its number.

pnajar | March 15, 2015

Are the communications problem related to the pressure associated with the end of the quarter?

J.T. | March 15, 2015

@pnajar No they're pretty much 24/7/365.

LegalCounsel | March 15, 2015

Yes, I have experienced the problem with Tesla for 5 months now...

omega | March 15, 2015

Read my post p85d from start to now... Lots of issues.

douglasstuckey | March 15, 2015

Delivery follow up in Australia fantastic! Delivery information and Charging people have been totally on the ball with response and information so far. achieve a better reputation than the already legendary US guys in the main.
Awaiting my S with as much anticipation as US buyers. (can't wait) - Wish they could air freight:-)

Haggy | March 15, 2015

Even for Fremont pickup, things don't get set in stone and things can cause delays. That was a particular issue not long after the factory was closed down to retool, up to the point that autopilot started rolling out. And there could be last minute things found in inspections or even damage detected in transit. But the big difference for non-Fremont pickup is that it's out of their hands. They don't own the trains or trucks.

The last time I ordered a custom vehicle before the MS was from one of the "big three" US auto makers, and they gave me no clue. They had a very rough time frame but it came down to when the factory made it and sent it to the dealer and there wasn't a word of communication until it showed up on the dealer's lot and they were able to call me.

pnajar | March 15, 2015

I haven't experienced any communication issues. My car is scheduled for late April which to me means we're in a quiet, low customer activity, period. Only thing that could be going on is some piece of software is making some schedule to include parts for my car. I'm sure the car has some internal scheduled date for exiting the factory.

What is interesting I've received my HPWC with one email notification it was being shipped. I have also received one phone call my center console was shipping to the Denver service center to be installed when the car shows up at end of April. I sure don't need to know more.

I just wouldn't expect more than this for direct communications at this point. I would expect a little advanced info on delivery dates when the time is closer to delivery just to give me time to make funds available for appropriate payments. The only thing I really care about is having the new car before my current lease runs out.

stevesgr | September 3, 2015

I am at my wits end. I was told to expect emails from corporate when my model s entered production, when it finished production and when it arrives at my service center....Well no such emails were received. Delivery specialist wont return calls or emails on a timely basis. I'm supposed to pick up my prepped car tomorrow but I'm still getting asked for info they had received months ago.Expecting a clusterf*ck tomorrow.

Dealing with Las Vegas Service Center to deliver car tomorrow. God help me!

techdoc | September 3, 2015

Wow - surprised to see the mixed experiences. Most of us have horror stories at all levels dealing with ICE cars and the related staff. My experience has been so polarized in the positive direction that I'm just trying to decide who I want to write the thank you letter to. Exceptionally professional, well coordinated, escalated my build and delivery date due to personal necessity, and excellent follow up and follow through. The car speaks for itself, this level of service creates true promoters of not just the car but the entire brand.

sbeggs | September 4, 2015

@stevesgr,
Good luck today!

Linus | September 4, 2015

@stevesgr: Sorry for your negative experience in this matter. My delivery process was the exact opposite - perfect. The DS informed me about every step and called for an appointment two weeks before delivery. She called again to confirm the appointment the day before. I would not go there to pick up the car without confirmation.

Rchop0 | September 4, 2015

"I was told to expect emails from corporate when my model s entered production"

I didn't get an email from corporate, but I did get an email from one of the local store reps mentioning it. I logged into MyTesla and saw that it has "entered production"