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There's a couple areas where Tesla needs help, and the two I've experience so far waiting for my Y is logistics & customer service. They've had extremely lousy

There's a couple areas where Tesla needs help, and the two I've experience so far waiting for my Y is logistics & customer service. They've had extremely lousy communication so far with the delivery. I was originally supposed to have the car on Memorial Day, but they called the day before saying it wasn't in WA (where I live) yet. When I called back on Memorial Day and asked where it actually was, they told me it got on a truck that morning. Logistically, if they knew the car wasn't getting on a semi anytime soon, why could I schedule a delivery appointment? Yesterday, they re-scheduled my delivery (which is supposed to now be tomorrow) from the service center to a direct home delivery without notifying me. Of course, I had to call them to confirm and ask whether they were going to try and fit a semi truck on the narrow city streets where I live or if they were going to drive the car itself to me, but the delivery specialist has no clue. Hopefully things go as planned tomorrow and there isn't another delay, but the communication so far has been worse than my experience dealing with a regular car dealership. That being said, I'm looking forward to the Y and there's a reason I'm buying a Tesla instead of something else. I can't complain too much since the timing of the delivery (as long as it isn't delayed too much more...) is fantastic since my existing lease ends in a week, but I'm looking forward to actually driving it and forgetting about this headache. If Tesla figures out the logistics & customer support (and QC...), they'll be worlds ahead in the buying experience, but for now most other car dealers coddle you much more (with the exception of the negotiation process).

dawnerd 6y ago
It seems highly dependent on which service center and who is assigned to you. I places two orders early this year and the first one the guy didn’t really respond to my emails at all but the second one was very responsive and proactive. Regardless they really really need to work on this.
- cptskippy 6y ago
  At one point they had CSRs that would manage you and it was similarly unresponsive. Having dealt with automotive service centers for 30+ years, it's just something I've come to expect. Some people are proactive, some people are reactive, and some people just don't give a flip.
- andrewmunsell 6y ago
  I actually have never received a pro-active contact from a human delivery specialist (so, do I even have anyone assigned to me?), via call, text, or email. The only call I've actually gotten from them was from the actual service center telling me that the car wasn't there yet. This morning has been a fun game of phone tag to figure out why the delivery was switched and who can confirm exactly how the car is going to be delivered :) Oddly, each person seems to have some bit of information that the other didn't have, even within the same role.
cptskippy 6y ago
I'm not trying to excuse their poor communication, I think the problem is that they have given the Tesla Stores a lot of autonomy in managing deliveries. That means the mothership is reliant on the Stores for status updates. That autonomy has benefits for some. In my case, our Model 3 was initially scheduled to be delivered to a Tesla Store an hour from our house. We called to see if we could have it delivered to the location 15 minutes away, they instead offered to deliver it to our home. The weekend before delivery we received a call from the location 15 minutes away saying they had the car and we could pick it up immediately if we didn't want to wait for them to arrange delivery.

dawnerd 6y ago

It seems highly dependent on which service center and who is assigned to you. I places two orders early this year and the first one the guy didn’t really respond to my emails at all but the second one was very responsive and proactive. Regardless they really really need to work on this.

cptskippy 6y ago
At one point they had CSRs that would manage you and it was similarly unresponsive. Having dealt with automotive service centers for 30+ years, it's just something I've come to expect. Some people are proactive, some people are reactive, and some people just don't give a flip.
andrewmunsell 6y ago
I actually have never received a pro-active contact from a human delivery specialist (so, do I even have anyone assigned to me?), via call, text, or email. The only call I've actually gotten from them was from the actual service center telling me that the car wasn't there yet. This morning has been a fun game of phone tag to figure out why the delivery was switched and who can confirm exactly how the car is going to be delivered :) Oddly, each person seems to have some bit of information that the other didn't have, even within the same role.

cptskippy 6y ago

I'm not trying to excuse their poor communication, I think the problem is that they have given the Tesla Stores a lot of autonomy in managing deliveries. That means the mothership is reliant on the Stores for status updates. That autonomy has benefits for some. In my case, our Model 3 was initially scheduled to be delivered to a Tesla Store an hour from our house. We called to see if we could have it delivered to the location 15 minutes away, they instead offered to deliver it to our home. The weekend before delivery we received a call from the location 15 minutes away saying they had the car and we could pick it up immediately if we didn't want to wait for them to arrange delivery.