Tesla's communication weakness

SoFlaModel3

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#1
It's safe to say that I love Tesla to the extreme and the story that I'm going to share would have already ended with a disputed charge if they were literally any other vendor yet I have not disputed the charge with Tesla.

  • 2/24/2018 - I order a t-shirt from Tesla.com
  • 2/24/2018 - I receive an automated order confirmation
  • 3/20/2018 - I reply to the order confirmation and ask for a status on my order
  • 3/22/2018 - "JOhn" (yes that's how he spells his name in his signature which includes no other details like a direct email, phone number, title, or last name) replies and says that my order will be refunded due to lack of inventory and an inability to fulfill the order
  • 3/22/2018 - I thank John for the reply and corrective action
  • 3/31/2018 - I reply back to John asking for a status on the refund
  • 4/6/2018 - I reply back to John asking for a status on the refund
  • 4/10/2018 - I forward my reply to onlineorders@tesla.com
Crickets...

What happened? We're talking about $33.92 not some earth shattering amount, but it's the principle behind it and the poor communication that I find to be Tesla's one major weakness that bothers me.
 

Bokonon

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#2
What happened? We're talking about $33.92 not some earth shattering amount, but it's the principle behind it and the poor communication that I find to be Tesla's one major weakness that bothers me.
Completely agree, down to the "I'd dispute the charge with any other vendor."

I just get the feeling that they are woefully understaffed in a variety of customer-facing departments, and they haven't been able to hire fast enough. They currently list ~3000 open positions on their Careers site, and over half of them are in Sales and Service. And that's before you consider the fact that they will likely hire multiple people for some of those positions... e.g., there's no way they only need to hire a single "Customer Support Specialist" across all of North America.
 

TesLou

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#3
I posted in another thread about my displeasure with the shopping experience with Tesla. In that thread I said I thought they only had a part time worker in the online shop who fulfilled orders “whenever”.
 

SoFlaModel3

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#4
Well I have reached the end of frustration and given that its $33.92 I simply can't put anymore time into this, so I went ahead and disputed the charge. I understand being overwhelmed with volume, but communication to the customer is critical and it's a failure point right now.
 

Quicksilver

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#5
Well I have reached the end of frustration and given that its $33.92 I simply can't put anymore time into this, so I went ahead and disputed the charge. I understand being overwhelmed with volume, but communication to the customer is critical and it's a failure point right now.
Sorry to hear of your T-Shirt problem. My wife ordered a Tesla T-shirt for me for my birthday back in late March. Received it 1st week of April and so it seems like it went smoothly. :) Hope you get no more issues out of the order.
 

SoFlaModel3

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#6
Sorry to hear of your T-Shirt problem. My wife ordered a Tesla T-shirt for me for my birthday back in late March. Received it 1st week of April and so it seems like it went smoothly. :) Hope you get no more issues out of the order.
Thanks! Yes, I previously ordered 2 shirts and got them quickly. I guess I picked a popular one or for that matter one that isn't popular and won't be replenished.
 

John

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#7
I ordered a Lightning cable a while back and have no idea when that thing will get here.
 

Derik

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#8
Digging up an old post.
I made a purchase 11/13 for a couple of shirts for my kid for Christmas. Wrote 4 e-mails asking about status before Christmas, but that's come and gone. Few more e-mails so far this year and I have yet to get a response from them.

I tried to call the normal 888 number and it has an option for apparel sales etc, but that just tells you to e-mail onlineorders@tesla.com then will say goodbye and hang up.

My kid would love the shirts, but I'm afraid at this pace he'll outgrow the sizes I ordered him!
 

Derik

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#9
Digging up an old post.
I made a purchase 11/13 for a couple of shirts for my kid for Christmas. Wrote 4 e-mails asking about status before Christmas, but that's come and gone. Few more e-mails so far this year and I have yet to get a response from them.

I tried to call the normal 888 number and it has an option for apparel sales etc, but that just tells you to e-mail onlineorders@tesla.com then will say goodbye and hang up.

My kid would love the shirts, but I'm afraid at this pace he'll outgrow the sizes I ordered him!
After turning into sending the same e-mail every couple of days I finally got a response.

"
hank you for contacting Tesla.

After review of your order, we've confirmed that unfortunately your requested item has not shipped as it's currently out of stock.

We currently can't advise of a replenishment ETA, and as such I have cancelled the order and initiated a refund process. Please allow 3-5 business days for this to reflect in your card account.

Thank you for your patience, "

When I ordered both the shirts I ordered showed in stock, one went quickly out of stock. The second one went out of stock only about 2 weeks ago. But since it seems like they didn't ship the part of the order they had in stock I'm now out of luck for the entire order.

My kid's Christmas present is so late I might have to order a bigger size by the time they get it back in stock.