Who is your ISA?

JWardell

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#1
Have yet to hear back from an ISA, though I've been told her name is Jenifer and that she should be reaching out in the next 1-2 weeks. My neurosis got the best of me so I decided see who else has had her as an ISA on the forums and so far her reviews have been far from stellar.
Perhaps it would be useful to start a separate ISA or Tesla employee experiences thread so we can get a bigger picture over multiple reviews, or at least find out who shares ISA or delivery specialists in common
 

Lovesword

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#2
My ISA was named Elizabeth Askim, goes by Elle. She was BEYOND AWESOME. I sent pictures of our delivery to her and she replied that she doesn’t ever get that so that could be something for people to consider.
I even had issues trying to get ahold of my Service Center when they had my car and said it would take a couple days....but took 2 weeks. I wrote her an email asking who I could escalate/talk to and within an hour of her reply I had someone calling me.

I really need to find a feedback area on Tesla’s website to make sure she gets recognized more than just my post here praising her positive attitude, gracious helpfulness and strong work ethic.
 
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#3
My ISA is Matthew Jallits, based in Vegas (I'm in Colorado). He's been very responsive to emailed queries, sometimes responding within minutes. My initial contact with him came on a Sunday. I've spoken to him on the phone once, and he was hurried, but still took the time needed to answer my questions.

I feel bad for anyone bearing the job title of Tesla ISA right now. They must be running ragged.
 

EasterEgg

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#4
My ISA is Cristy Willis, she was great in the beginning then after Tesla opened the floor gates, she wad MIA.
Today is Friday, July 6th. I have finally received everything that I need for delivery tomorrow.

It's really down to the wire, I have emailed my ISA, 2 other ISA, and cc: Elon Musk, ,20 times on Thursday night. This morning at 7:39AM Pacific time, I have received everything that I need.

I'm still really disappointed in Tesla and I expect this problem to continue and to get worst because of the flood gates.
 

Chris350

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#5
Mine?????

Ashley Drew....

She has been nothing short of spectacular!

Very responsive...... When I checked in to request an earlier delivery date, she got back to me with in an hour... She tracked the car's transport logs and indicated it had arrived (in South Florida) that morning and re-scheduled me a new delivery date (1 week earlier)....

Never once has she not responded in a timely fashion...
 

Dl6684

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#7
I would like to see folks thoughts in Raleigh, NC and if I should get happy or not when I finally get a VIN (AWD = a bit off, but I’m waiting patiently).
 
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#8

Slumbreon

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#10
I suggest not putting your ISAs actual email address in the forum (and perhaps editing them out of prior posts). There are malicous bots which harvest email addresses from forums and target them with spam and other bad stuff. It’ll likely cause them some grief.
 

Dl6684

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#11
The initial email I received on Aug 16 from my IDA looked very similar to yours. Nothing unusual there. My IDA is also based in Vegas, which is also very common. The one difference is that my IDA was quick to respond, while yours...
Who’s your advisor?

Just got my VIN. Website is still broken and adviser is unresponsive but I guess its still technically progress.
I bet we have the same advisor!

Well I finally got a VIN and a Delivery date!

But it took some nagging.. I want to share my experience just so others can process it and see if maybe they are in the same boat.

So I ordered my car early July. I changed the color once in July. Towards the end of August I kept seeing everyone with white interior get VINs quickly so I changed mine to White.

4 days later on August 30th I lost my edit button. I called in and sure enough I had a VIN I was told. "Wait for IDA to call you"

8 days later still nothing. So I called them.. and they said they would email my DA and request them to call me.

Tonight on the way home from work I get the las vegas call... he confirms all my info and tells me everything is good to go and we can select a delivery date.. "Hmm.. wait a minute.. It's not populating a delivery date for you in the system for some reason.. Let me talk to my supervisor and call you right back.."

Surprisingly, he did call back. We selected Sept 28th in Cincinnati. He said my car is "in transit" and he emailed me my VIN. 97xxx.

But.. why did I have to nag to get contacted today when others got contacted automatically? Why did the system not "show a delivery date" and what did he have to do to make it show one? Did it not show one because I have yet to get an offer back on my trade in yet? Is that the hold up?

Maybe I didn't receive a call because their "system" didn't show a date for me? But why? I didn't ask.. I wish I did.. maybe I could have helped you all out more.

But I still find it strange that I had a VIN a week ago.. and a car on it's way.. and no one contacted me yet. *shrugs*

My online account shows Sept 28th... we'll see if they hold to that.
Your advisor named Andrew by chance?

I tried calling them yesterday about the website issue. They told me the adviser could take care of it offline. Sure, maybe if he'd actually respond. I tried calling again just now but of course its after hours for them.

I emailed them again as a follow up telling them they had better resolve the issue by Monday morning or I'm canceling.
Just call the support line a couple pages back. They were SUPER helpful for me with my advisor that ghosted me.
 

IPv6Freely

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#12
Who’s your advisor?



I bet we have the same advisor!



Your advisor named Andrew by chance?



Just call the support line a couple pages back. They were SUPER helpful for me with my advisor that ghosted me.
Mine is Adam Sanchez.

Which phone #? The one from the Account page? They're closed for the weekend.
For immediate assistance, please contact (888) 51-TESLA or (888) 518-3752.
 

Dl6684

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#13
Andrew Hookano from Vegas (I am in NC) is a ghost. He didn’t even reply to an email that said “did you get my email, yes or no”.

I did finally talk to him, and he seems nice though? Just wish he would send a reply at least once every couple days!
 

Jay79

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#14
I got an email from a Delivery Specialist Adviser two days ago. Sent two emails to him with no response. Have no idea if I missed a call from someone at Tesla since people are reporting random numbers calling their phone. Very frustrated with the whole process
 

garsh

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#15
I had [name redacted]. I pray for whoever gets her as she puts black holes to shame.
Guys, please remember that these are not celebrities that you're naming and shaming. These are hard-working people. These are *overworked* people. Each one of these individuals is juggling hundreds of Tesla car buyers. It's hard for them to contact everyone. They just don't have time to spend calling and helping everyone with every step of the process. It sucks for both them and us. Blame Tesla for failing to ramp up to the number of employees needed to perform this job correctly. But please be compassionate about the individuals assigned to this thankless task.
 
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garsh

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#16
My ISA is Brittany Johnson. I Googled her ahead of time, and found this scathing review that had been posted to Tesla's forum, and subsequently removed. But we can still read it thanks to Google's webcache.
Avoid Brittany Johnson (Worst Personal Contact Ever)
Submitted by Digital Void on August 21, 2018
I have had absolutely the worst experience ever dealing with the purchase process. My personal contact, Brittany Johnson, has been extremely unhelpful. I only get one sentence responses from her, and I get no information proactively. Every single thing I've learned about the process has been a result of me dragging the information out of her. Over a week ago I requested her to add Enhanced Autopilot to the order. She said she was doing so, but it only showed up finally yesterday after multiple contacts and having to personally contact the sales department.

She also has no understanding of how the trade in process works in Pennsylvania. She kept demanding a paper title be sent in. There are no paper titles in PA if a car has a lien on it. Since 2008 the banks have had to file electronically. She didn't listen, nor did she call the number I provided, and kept demanding a paper title. So because of this I've had to go through Carvana to sell my car instead of a simple trade in process.

This was after multiple incorrect confirmation requests from Tesla. Today I received an MVPA to sign with the incorrect information for my final contract. This is very disconcerting to me since as I said before I am selling my car Saturday. So I will be without transportation for the following week lead g up to my delivery appointment and am planning for it to not last longer.

When I got in touch with her about the incorrect MVPA I was met with yet another one sentence response. No joke, every email she has sent me for the past six days could fit in a tweet. Upon further inquiry it wound up with me getting more one sentence responses slowly dragging more information out.

When I expressed displeasure in the level of attention and care I'm receiving for a very expensive car purchase and intonated that I would like a new personal contact her response was basically "I have several customers to deal with".

I replied with a pretty thoughtful email explaining my concerns and reasons for my trepidation with such a lack of information. Zero response whatsoever.

I've spent hours over the past few days looking for any way to get around dealing with her. Or at least an outlet to voice my complaint with such fast-food level customer service for the purchase of a luxury car. There doesn't appear to be any, so I'm left with this forum. Hopefully this post can help others who are in the unfortunate position of being assigned this particular representative.

If you are assigned Brittany Johnson, immediately request a new personal contact. Dealing with her has almost made me regret putting in an order. It's turned what should be an exciting time into a giant, unnecessary headache that could be avoided by even the minimum level of proactive communication. Or even just baseline reactive communication.

Apologies for such a long post, but I just had a lot to get off my chest and wanted to at least warn anyone else before they get stuck in the same position as I am.

Thank you if you've read this far,
DiVo
My own interactions with Brittany have been short as well. Sure, I would have liked more hand-holding during this confusing and *expensive* process of buying a Tesla. I don't like this feeling that screwing something up could be an expensive mistake. But Brittany has been very courteous and helpful. Just about everything is coming together at the last minute (one business day before I take delivery), but that's to be expected when these ISAs are as overworked as they have been. I have nothing but good things to say about Brittany. She has been pleasant and is getting her job done.

I could never leave Brittany a message because ger voicemail is full, presumably by other irate Tesla customers wanting information. But if I kept my emails short, she would eventually call me back.

I hope that Tesla continues to hire more help so that these ISAs can deliver a more personalized delivery experience that we all desire.
 
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tfederov

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#17
Guys, please remember that these are not celebrities that you're naming and shaming. These are hard-working people. These are *overworked* people. Each one of these individuals is juggling hundreds of Tesla car buyers. It's hard for them to contact everyone. They just don't have time to spend calling and helping everyone with every step of the process. It sucks for both them and us. Blame Tesla for failing to ramp up to the number of employees needed to perform this job correctly. But please be compassionate about the individuals assigned to this thankless task.
I totally agree with you but..... if you're not responding back to mail after multiple days then there's an issue. A quick acknowledgement could go a long way. In my case I gave plenty of time before calling in. "Hey I got your note, give me a day or so to get back to you" would have sufficed. A total blow-off though unless you called a couple days later is unacceptable. Texas requires full funding prior to shipment and I needed help with trying to get notes to my credit union to delay the insurance requirement. Nothing happened until I called in.

I get that their job is rough right now but when it has the opportunity to hurt me financially and I'm getting no response from my advocate within the company that's a problem.
 

garsh

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#18
I get that their job is rough right now but when it has the opportunity to hurt me financially and I'm getting no response from my advocate within the company that's a problem.
I completely understand, but these people are too busy trying to get last-minute stuff complete for peoples' deliveries. They don't even have time to send "got your email" replies. All I'm asking is that you don't name & shame the individual workers.
 

LUXMAN

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#19
My ISA is Brittany Johnson. I Googled her ahead of time, and found this scathing review that had been posted to Tesla's forum, and subsequently removed. But we can still read it thanks to Google's webcache.

My own interactions with Brittany have been short as well. Sure, I would have liked more hand-holding during this confusing and *expensive* process of buying a Tesla. I don't like this feeling that screwing something up could be an expensive mistake. But Brittany has been very courteous and helpful. Just about everything is coming together at the last minute (one business day before I take delivery), but that's to be expected when these ISAs are as overworked as they have been. I have nothing but good things to say about Brittany. She has been pleasant and is getting her job done.

I could never leave Brittany a message because your voicemail is full, presumably by other irate Tesla customers wanting information. But if I kept my emails short, she would eventually call me back.

I hope that Tesla continues to hire more help so that these ISAs can deliver a more personalized delivery experience that we all desire.
@garsh , delivery Monday? Or today?