My Tesla lease experience

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mgquon

New Member
Joined
Sep 9, 2019
Messages
1
Location
Santa Clarita
Tesla Owner
Model S
Country
Country
#1
I recently took possession of a new Model S lease in August 2019. This is my 2nd Model S lease. My 2016 Tesla lease experience was a lot different. I felt in 2016, I was treated very special. My delivery specialist, MG, at the Van Nuys, CA office spent at least 1 hour going over the car and the paperwork. He made sure I was thoroughly knowledgable about the car before I drove it off the lot. In addition, I was given free gifts including a Tesla Mug, Tesla umbrella, 2 Model S rubber key bands, and a Tesla lapel pin.

My recent experience when I picked up my new 2019 Model S at the Burbank, CA store was to sum it up chaotic, rushed, and not pleasant. There were not any free gifts this time. My delivery specialist, E, was young and in a hurry. The 2019 Model S has been redesigned and upgraded. He did he not know all the new features on the car. When i asked him if we can take a short drive to test out the autopilot, he said he did not have the time. I quickly noticed, on my own, the voice command button and the right scroll button on the car was not working. I called E back but he did not know what to do. A service mechanic took a brief look and he told me it would be a easy fix. However, it was not easy. I had to schedule a separate appointment to get it fixed. Furthermore, to bring more frustration, I brought the car home I was not able to plug in my car into my existing 220 volt wall plug in my garage. No one told me that I had to purchase a $35, 14-50 adapter, This took a additional trip back to the dealership to purchase the adapter. Personally, as a previous Model S owner, this should have a free gift to the returning customer.

Is Tesla compromising on their customer care? Are they not educating their delivery specialist properly? I love my new Model S and no doubt it is a great car. But my recent delivery experience has been awful and impersonal.
 

SoFlaModel3

T≡SLATUNITY
Moderator
TOO Supporting Member
Joined
Apr 15, 2017
Messages
10,048
Location
Florida
Tesla Owner
Model 3
Country
Country
#2
The difference between your first experience and recent experience is the Model 3 at peak production volume. They are bogged down when it comes to deliveries and service alike. The free gifts have been long since discontinued. There really is no excuse for them to not know the vehicles no matter what though -- it's unfortunate.

As an aside, testing out autopilot probably wouldn't be something they could afford the time on since the car's usually need to calibrate (50-100 miles still I think).

Congrats on your new car though!!
 

FRC

Top-Contributor
Joined
Aug 3, 2018
Messages
1,529
Location
Athens, Ga
Tesla Owner
Model 3
Country
Country
#3
Unfortunately, if customer service is high on your list, Tesla is the wrong place to look. Maybe in a year or two they'll figure out that it matters.
 

JasonF

Top-Contributor
Joined
Oct 26, 2018
Messages
1,205
Location
Orlando FL
Tesla Owner
Model 3
Country
Country
#4
Many of the Tesla stores have gone from 10 to 20 deliveries a week pre-2017 to up to 200+ a week now. In the same sized buildings and parking lots, and nearly the same employees. The leisurely pace of those stores in the past is long gone. So the employee who didn't have time was probably right.

I think if Tesla ever wants to restore the old concierge-level hand-holding delivery service, they're going to either have to open more stores in each city - which is expensive - or they might have to start contracting to a third-party for some deliveries. If I were them, I'd have the customer choose whether to have concierge-level delivery service, and pay extra for it (because some previous owners who have been through the spiel and just want the car might not care).