Delivery Problems?

[rxlawdude]

A couple of people on the Tesla owned fora have been disappointed at the last moment when Tesla informed them their cars were not in fact ready - the cars were apparently not even at the designated delivery center. This was at Costa Mesa and Marina del Rey, California delivery centers.

One of them posted that he visited the MDR center and spoke with a manager who supposedly said the Las Vegas delivery coordinators and the delivery centers communication was not going well. One of them was supposed to pick his up at Costa Mesa yesterday evening, but got the bad news just a couple of hours before that.

I'm starting this thread to document whether (or not!) others are seeing this pop up on their scheduled delivery dates, not to create a flame thread.

If your delivery was postponed at the last moment, please post here.

 

[Brokedoc]

I would expect a lot of disappointments with the delivery process. The current delivery infrastructure is strained and doesn't appear to match the production ramp. My delivery 6 months ago was also less than what I would expect from a luxury car company. The new car buzz is great for us early adopters but the customer experience needs to improve or Elon can have permanent damage to his brand identity.

I just saw an old delivery to a guy in Germany (he bought an AP1 Model S so I assume the video was at least 2 years old). There was a special delivery area and the car was covered in a simple but gorgeous cover and they allowed the owner to "unwrap" their delivery and made it seem REALLY special. It would be great if they would do that here.

 

[rxlawdude]

I would expect a lot of disappointments with the delivery process. The current delivery infrastructure is strained and doesn't appear to match the production ramp. My delivery 6 months ago was also less than what I would expect from a luxury car company. The new car buzz is great for us early adopters but the customer experience needs to improve or Elon can have permanent damage to his brand identity.

I just saw an old delivery to a guy in Germany (he bought an AP1 Model S so I assume the video was at least 2 years old). There was a special delivery area and the car was covered in a simple but gorgeous cover and they allowed the owner to "unwrap" their delivery and made it seem REALLY special. It would be great if they would do that here.

View attachment 4598

Yeah, don't expect the kit gloves delivery of an S or X with the M3. Although, let's be real: the M3s being delivered today are in the mid-$50K range, which ain't cheap. I'll report tomorrow if all goes well.

 

[Prodigal Son]

Honestly at this point I'm less worried about production rate than their ability to actually deliver cars. My back of the napkin math indicates that it's quite feasible my "Jan-Mar" window could happen for production but they're gonna have to reallllllly step up their delivery logistics to make it happen.

 

[RandyS]

In San Diego, I was scheduled for today in the afternoon, and was moved up to yesterday (Tuesday) mid-day. Car was ready, paperwork was done, and 45 minutes later after going over the car, I was driving away. Very efficient, and they gave me just the right amount of information about the car that I wanted...Still soaking it all in....

PS: They had a LOT of cars hanging around to be delivered (of all models)....

 

[rxlawdude]

Well, guess who just got screwed by this incompetence? Yep.

What really pisses me off is we sold my wife's car to Carmax today, wired the final payment today, and rearranged tomorrow to permit the pick-up. But even worse, the rep didn't call my phone number (the one we've been talking on for two days!) - she called my wife's cellphone, and of course now the rep's number goes straight to voicemail. She's MIA.

No response to emails or the voicemail I left.

I am beyond pissed.

 

[GTV6]

Well, guess who just got screwed by this incompetence? Yep.

What really pisses me off is we sold my wife's car to Carmax today, wired the final payment today, and rearranged tomorrow to permit the pick-up. But even worse, the rep didn't call my phone number (the one we've been talking on for two days!) - she called my wife's cellphone, and of course now the rep's number goes straight to voicemail. She's MIA.

No response to emails or the voicemail I left.

I am beyond pissed.

I understand you are pissed because the rep has gone dark. But I don't understand what is happening beyond that. Is it that you are still scheduled for tomorrow and you have held up your end of things, but don't have confirmation that the delivery will happen as planned? Just trying to picture what's going on besides the lack of a response.

 

[Petra]

I would expect a lot of disappointments with the delivery process. The current delivery infrastructure is strained and doesn't appear to match the production ramp. My delivery 6 months ago was also less than what I would expect from a luxury car company. The new car buzz is great for us early adopters but the customer experience needs to improve or Elon can have permanent damage to his brand identity.

I just saw an old delivery to a guy in Germany (he bought an AP1 Model S so I assume the video was at least 2 years old). There was a special delivery area and the car was covered in a simple but gorgeous cover and they allowed the owner to "unwrap" their delivery and made it seem REALLY special. It would be great if they would do that here.

I took delivery of my S a little over 2 years ago and there was nothing special about delivery aside from a bow on the roof. Our delivery specialist, who was MIA/unresponsive through most of the process, didn't even handle our delivery--we got handed off to someone else the morning of delivery (though, she did stick her head in and wave).

 

[rxlawdude]

I understand you are pissed because the rep has gone dark. But I don't understand what is happening beyond that. Is it that you are still scheduled for tomorrow and you have held up your end of things, but don't have confirmation that the delivery will happen as planned? Just trying to picture what's going on besides the lack of a response.

The rep said, " I'm sorry but it looks like we have to (unintelligible). Call me back so we can set a new date and time."

Then went MIA. I was able to go through Customer Service in Fremont and the very kind rep was able to reach the MDR delivery manager, and guess what? The car will be ready on time. We hope.

But had I not pushed, I definitely would be in the lurch.

More tomorrow, hopefully happy news.

 

[GTV6]

The rep said, " I'm sorry but it looks like we have to (unintelligible). Call me back so we can set a new date and time."

Then went MIA. I was able to go through Customer Service in Fremont and the very kind rep was able to reach the MDR delivery manager, and guess what? The car will be ready on time. We hope.

But had I not pushed, I definitely would be in the lurch.

More tomorrow, hopefully happy news.

Good luck with the ‘creative’ chaos.

 

[SoFlaModel3]

The rep said, " I'm sorry but it looks like we have to (unintelligible). Call me back so we can set a new date and time."

Then went MIA. I was able to go through Customer Service in Fremont and the very kind rep was able to reach the MDR delivery manager, and guess what? The car will be ready on time. We hope.

But had I not pushed, I definitely would be in the lurch.

More tomorrow, hopefully happy news.

Yikes — well good luck.

 

[rxlawdude]

Yikes — well good luck.

Sadly, it appears Lady Luck is in play.

 

[tivoboy]

Not sure about the rate (although we've seen news reports that production is much lower than projected) but driving down the 5 to Palm Springs last week and returning yesterday I say a TON of Tesla S/X/3 heading to southern locations. I saw at least 10 trailers with 8-10 cars each, about 20% were Model 3.

 

[Archer]

I was invited to configure on 2.22 and received my VIN on 3.07. Tesla verified my bank had transferred funds on 3.08. My ISA told me that my vehicle would be loaded and shipped to Houston on 3.10 and scheduled my delivery date to 3.27. On 3.15 I called to get a status report on my vehicle. I was told it hadn't shipped yet for unknown reasons but it would be leaving on Monday, 3.19, and that it wouldn't affect my delivery date. On 3.22, my local SC called and asked if I wanted to receive my car a day earlier, on 3.26. I said sure and was scheduled at 9AM today. The rep told me that they'd call me over the weekend if something changed.

Well, today is the day and holy crap I was excited this morning. Had to make arrangements for a babysitter to take care of my newborn twins and leave 2.5 hours before my appointment as I live on the opposite side of town of Houston and due to our horrible traffic situation, it's a nice long drive. 30 minutes before arriving, Tesla called to tell me that my car was in Arizona and would possibly arrive on 3.28 but would reschedule me for 3.27 because he was sure it'd arrive by then. I asked why didn't I receive a call over the weekend to tell me not to come in? He wasn't sure. When I told him that the SC had called last week to move me up a day, he was confused as to why.

Needless to say, I'm beyond disappointed on this whole process and expected more from Tesla. Now I have no clue when my delivery date will be and have to hope that I can work my schedule with whatever date they decide to give me. I could choke someone right now. Now I am just waiting for my ISA to call to rip them a new one.

 

[TesLou]

I was invited to configure on 2.22 and received my VIN on 3.07. Tesla verified my bank had transferred funds on 3.08. My ISA told me that my vehicle would be loaded and shipped to Houston on 3.10 and scheduled my delivery date to 3.27. On 3.15 I called to get a status report on my vehicle. I was told it hadn't shipped yet for unknown reasons but it would be leaving on Monday, 3.19, and that it wouldn't affect my delivery date. On 3.22, my local SC called and asked if I wanted to receive my car a day earlier, on 3.26. I said sure and was scheduled at 9AM today. The rep told me that they'd call me over the weekend if something changed.

Well, today is the day and holy crap I was excited this morning. Had to make arrangements for a babysitter to take care of my newborn twins and leave 2.5 hours before my appointment as I live on the opposite side of town of Houston and due to our horrible traffic situation, it's a nice long drive. 30 minutes before arriving, Tesla called to tell me that my car was in Arizona and would possibly arrive on 3.28 but would reschedule me for 3.27 because he was sure it'd arrive by then. I asked why didn't I receive a call over the weekend to tell me not to come in? He wasn't sure. When I told him that the SC had called last week to move me up a day, he was confused as to why.

Needless to say, I'm beyond disappointed on this whole process and expected more from Tesla. Now I have no clue when my delivery date will be and have to hope that I can work my schedule with whatever date they decide to give me. I could choke someone right now. Now I am just waiting for my ISA to call to rip them a new one.

Rip them good and be sure they know what an inconvenience it was. In my case, if this were to happen to me it would be a major league PITA as I have to travel nearly 100 miles to take delivery. I’m already a little aggrevated because today marks Day 21 since I configured and still no VIN and I was “Tesla Promised” delivery within 3-5 weeks. We all know that ain’t happening. Tesla - knock off the BS, know your limitations, and give us all reliable timelines.

 

[verygooddog]

I hear you. What a bummer! I have very high expectations for the way Tesla interacts with its customers and whenever I hear a story like this, I'm really disappointed.

Probably the best way to cope with it is to look down the road a couple of weeks and know that you'll be driving your Model 3 and this will be a distant memory.

 

[rxlawdude]

I feel your pain. We had a similar experience, but fortunately after getting an extremely helpful Customer Service agent involved, were able to discover the car indeed would be ready at the promised date/time.

But the night before, I get a call from my local delivery center (Costa Mesa) telling me my car is there and ready for pickup. Except I was scheduled for a 9am pickup the following morning in Marina del Rey.

Tesla Costa Mesa had no idea the car wasn't there. They definitely have logistics challenges with the M3 deliveries. But fear not, all this will be forgotten once you're in your M3.

 

[Archer]

Update: It's been 3.5 hours since they canceled on me. I called the North Houston SC where I was scheduled to take delivery to get an update. I explained that my ISA had not called me yet. The rep told me to call 888.771.2505 which was their delivery number. That a delivery specialist would be able to schedule something. I called the number and the delivery specialist said that he couldn't help me. That my ISA would have to call me. I explained that I've left two messages already for my ISA and the SC has emailed him to call me as well, but no communication is flowing. Also, that my delivery information on My Account was now blank. They apologized and said there was nothing they could do. That my ISA is the only person that can help me.

This is ridiculous. My ISA refuses to answer any call and won't give me his email address either when I've asked in the past.

 

[Brett]

Man, @Archer that's horrible! Hopefully you hear something soon. What a nightmare.

 

[Bokonon]

Update: It's been 3.5 hours since they canceled on me. I called the North Houston SC where I was scheduled to take delivery to get an update. I explained that my ISA had not called me yet. The rep told me to call 888.771.2505 which was their delivery number. That a delivery specialist would be able to schedule something. I called the number and the delivery specialist said that he couldn't help me. That my ISA would have to call me. I explained that I've left two messages already for my ISA and the SC has emailed him to call me as well, but no communication is flowing. Also, that my delivery information on My Account was now blank. They apologized and said there was nothing they could do. That my ISA is the only person that can help me.

This is ridiculous. My ISA refuses to answer any call and won't give me his email address either when I've asked in the past.

Completely agree that this isn't acceptable. I get that it's the end of the quarter, and that there is a big push for deliveries of all sorts right now, but the fact that there is a single point of failure in this whole process is very concerning. It should never be the case that only one person on the entire delivery team has the ability to help you.

Do you have access to the "executive escalation" link? Is there anything to lose by clicking it? At this point, they owe you a definitive delivery date/time at the very least, if not a service credit for your time and childcare expenses.

Either way, hope this gets resolved for you soon. (Once again... Jon McNeill, we miss you!)