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If they'd said "now is the last opportunity to decide X" that would be fine, but they said something else and then couldn't work out how to do it. He tried to

If they'd said "now is the last opportunity to decide X" that would be fine, but they said something else and then couldn't work out how to do it. He tried to report the forum thing and was ignored for a period of time. You should be able to get customer support without tweeting the CEO. [disclaimer: I'm jealous of your spaceship]

zaroth 8y ago
They do say that all over the site, in their deposit agreement, and in their purchase agreement. The problem is it also says any changes can impact your delivery date. So I don’t blame a customer for wanting a change but not wanting to reset their place in line. Case in point, I ordered the upgraded 19” wheels, because I didn’t like the look of the aero rims. I didn’t realize at the time you could pop off the aero faceplate and have nice dark colored rims underneath. And I have the dark grey metallic paint which would have matched. So now I have silver rims which I plan on powder coating to match the dark grey, which I paid $1,500 extra for plus another $1,000 to power coat, when the aero rims with the faceplate removed would have been perfect. But I didn’t want to bump my place in line, so I left it. And I didn’t tweet, email, call, beg, escalate, and blog about it to get it “taken care of” specially. It’s not fair to the thousands of other early adopters to monopolize their limited customer support resources like that and squeeze them for special treatment. Of course the squeaky wheel will get the grease. When something goes wrong with my iPhone that is a bit fishy but probably because it got dropped one too many times, sure I press Apple to go above and beyond to make my day a little better. With Tesla I personally think it’s my responsibility to go at it the other way around. They need customer advocates not customer leaches. It’s part of being an early adopter to a company that is running everything so close to the wire in order to radically change a very stagnant (and in some ways corrupt) industry.

zaroth 8y ago

They do say that all over the site, in their deposit agreement, and in their purchase agreement. The problem is it also says any changes can impact your delivery date. So I don’t blame a customer for wanting a change but not wanting to reset their place in line. Case in point, I ordered the upgraded 19” wheels, because I didn’t like the look of the aero rims. I didn’t realize at the time you could pop off the aero faceplate and have nice dark colored rims underneath. And I have the dark grey metallic paint which would have matched. So now I have silver rims which I plan on powder coating to match the dark grey, which I paid $1,500 extra for plus another $1,000 to power coat, when the aero rims with the faceplate removed would have been perfect. But I didn’t want to bump my place in line, so I left it. And I didn’t tweet, email, call, beg, escalate, and blog about it to get it “taken care of” specially. It’s not fair to the thousands of other early adopters to monopolize their limited customer support resources like that and squeeze them for special treatment. Of course the squeaky wheel will get the grease. When something goes wrong with my iPhone that is a bit fishy but probably because it got dropped one too many times, sure I press Apple to go above and beyond to make my day a little better. With Tesla I personally think it’s my responsibility to go at it the other way around. They need customer advocates not customer leaches. It’s part of being an early adopter to a company that is running everything so close to the wire in order to radically change a very stagnant (and in some ways corrupt) industry.