Delivery Nightmare at Fremont... Outrageous Tesla Delivery Experience

[Eli]

Last week (July 31), I had an appointment to pickup my new M3 Tesla at 2:15. I arrive, and the usual nice greeting... after almost two hours of waiting, I ask politely how much longer it will be? I am told my car is NOT EVEN THERE.

Now, why couldn't they text, email, phone or Pony-Express this to me before I made the 1+ hour trek to Fremont is beyond reason. Not only that, but when I checked in, the nice and polite woman could have told me that my car isn't there and there isn't a chance in hell that I would get it that day.

After being assured that Fremont Delivery Center would get back to me the following morning and that all will be swell, nada... not a word... no info, not from the Hub, nor from my Delivery Specialist.

Even my very nice delivery specialist is polite but absolutely no help in terms of straight information about anything and mostly unresponsive. The only ones who seem to go out of their way to provide real information are the phone support people in Utah and LA. Trying to get in touch with the Fremont Delivery Hub directly is like getting in touch with the Kremlin (although I suspect it would be easier to reach the latter).

Since then, I have been trying to get a delivery date and some concrete information. A great support person in Utah finally told me a few days ago that my car did arrive at Fremont four or five days ago and was ready for delivery.

One would think that Tesla would bend over backwards to accommodate me, given that they screwed up so badly the first time, but there is silence from my Delivery Specialist. I still don’t have a delivery date.

I am sorry, but this is outrageous. I wasted a day last week and was hoping to get a delivery this weekend. Still no resolution in sight.

I am really sorry that I paid with electronic transfer. I recommend that everyone not do it. Pay with a cashier's check.

I just want my car!

(sorry for the venting)...

Eli

 

[bwilson4web]

Since then, I have been trying to get a delivery date and some concrete information. A great support person in Utah finally told me a few days ago that my car did arrive at Fremont four or five days ago and was ready for delivery.

Perhaps you could list the dates from deposit to delivery, after it is delivered?

Source: https://www.forbes.com/sites/edgars...from-factory-model-3-deliveries/#2d4283eb21bd

The production headaches Tesla has encountered in building its electric Model 3 are well documented, but now the Fremont, Calif. automaker is faced with a new challenge--how to move completed vehicles once they leave the factory.

As Tesla ramped up its goal of producing 5,000 units in a week, capacity at storage has been strained. One limited solution has been delivering cars directly from the northern California assembly plant to a customer’s home within a certain radius of the factory.
. . .​

Bob Wilson

 

[Pushmi-Pullyu]

I am sorry, but this is outrageous. I wasted a day last week and was hoping to get a delivery this weekend. Still no resolution in sight.

You certainly have my sympathies. We've been reading stories about Tesla's delivery system being overloaded and overwhelmed, but of course knowing the reason doesn't help any, and certainly isn't an excuse. Tesla should have done better at increasing the capacity of their delivery system in advance of the very rapid ramp up in Model 3 production.

I am really sorry that I paid with electronic transfer. I recommend that everyone not do it. Pay with a cashier's check

This I don't understand. I thought that Tesla cars were paid for on delivery, not before???

I just want my car!

(sorry for the venting)...

"Venting" in this case is entirely reasonable. You've paid for the car, yet you haven't even gotten to touch it!

Do you have a "MyTesla" account? If so, have you tried escalating your complaint?

A relevant quote:

McNeill recently announced Tesla’s new streamlined communication contacts on the Tesla Motors Club forum. For customer service, owners can call, email, or Tweet. Body shop issues need to go directly to a specific email or phone number, which links owners with a Tesla Body Shop Customer Advocate. To escalate any issue, owners must go to their MyTesla account and click Support and then Executive Escalation.
​

More at: "Tesla Adds ‘Escalate This Concern’ Feature To My Tesla Account"

​

 

[bwilson4web]

Inspite of delivery problems, I suspect car makers with over 100 days of inventory on the lots would be green with envy.

Bob Wilson

 

[Pushmi-Pullyu]

Inspite of delivery problems, I suspect car makers with over 100 days of inventory on the lots would be green with envy.

Sure. From Tesla's perspective, an overloaded delivery system is a problem for which they'll cry all the way to the bank! But that doesn't mean we shouldn't have sympathy for Eli and others who are experiencing the situation from the other end; the prickly end.

​

 

[bwilson4web]

I have sympathy but not any ready help. Your pointing to credible solutions was admirable.

Bob Wilson

 

[Domenick]

Last week (July 31), I had an appointment to pickup my new M3 Tesla at 2:15. I arrive, and the usual nice greeting... after almost two hours of waiting, I ask politely how much longer it will be? I am told my car is NOT EVEN THERE.

Now, why couldn't they text, email, phone or Pony-Express this to me before I made the 1+ hour trek to Fremont is beyond reason. Not only that, but when I checked in, the nice and polite woman could have told me that my car isn't there and there isn't a chance in hell that I would get it that day.

After being assured that Fremont Delivery Center would get back to me the following morning and that all will be swell, nada... not a word... no info, not from the Hub, nor from my Delivery Specialist.

Even my very nice delivery specialist is polite but absolutely no help in terms of straight information about anything and mostly unresponsive. The only ones who seem to go out of their way to provide real information are the phone support people in Utah and LA. Trying to get in touch with the Fremont Delivery Hub directly is like getting in touch with the Kremlin (although I suspect it would be easier to reach the latter).

Since then, I have been trying to get a delivery date and some concrete information. A great support person in Utah finally told me a few days ago that my car did arrive at Fremont four or five days ago and was ready for delivery.

One would think that Tesla would bend over backwards to accommodate me, given that they screwed up so badly the first time, but there is silence from my Delivery Specialist. I still don’t have a delivery date.

I am sorry, but this is outrageous. I wasted a day last week and was hoping to get a delivery this weekend. Still no resolution in sight.

I am really sorry that I paid with electronic transfer. I recommend that everyone not do it. Pay with a cashier's check.

I just want my car!

(sorry for the venting)...

Eli

Thanks for sharing your story with us. Sucks that it had to be a bad experience, though.

Now that some time has passed, have they managed to work things out with you?

 

[bwilson4web]

If you are totally turned off on the Model 3 because of the delivery experience, PM. We might do a deal.

Bob Wilson