Oct 20, 2012
pilotSteve Got an email update from Matt @ Tesla yesterday.... and it was unsolicited!
Nice! I did in fact ask him some questions about my delivery window which he replied to an hour or so later. Wow, there is actually proactive communication happening.
Well done Tesla. I think (hope) that George B lit a fire under the customer service team to not just respond to incoming questions, but to take some initiative and reach out.
Thanks Tesla!!!�
Oct 20, 2012
Lyon Pilot, what's your sequence number, if you don't mind my asking?�
Oct 20, 2012
Arnold Panz Indeed, I got a great email today, including pics of my car (attached at the bottom)! Here is a brief excerpt which I think is very helpful/informative on the build process:
So it sounds like I'm looking at a mid-November delivery, which is about what I expected at this point. There was also a very honest discussion of why Tesla hasn't done as good a job as they would have liked with communications to Sigs to date, and it seems like they think they'll be able to do a much better job going forward. Receiving this email was a great start!
�
Oct 20, 2012
steve841 Congrats on the news!
Hoping my Tesla folks can pull off a similar email (HINT HINT) Sig 957�
Oct 20, 2012
Tommy That's great news Arnold; very happy for you. I think there are some on the forum (including myself) that didn't realize it takes 2 weeks to trek across to FL, plus the extra time to do a burn-in. Now I understand much better why those on the East coast have a mid Nov delivery. Thanks for the informative post.�
Oct 20, 2012
vfx How smart is it to target TMC forum members with updates?
Brilliant.�
Oct 20, 2012
efusco Great news and informative email Arnold! Though 15 days to Florida means they're likely using a big truck with several cars on a round-about route.�
Oct 20, 2012
Jason S lol, I haven't gotten one yet! (Would be pretty interesting if that was the exact behavior tho)
D'oh, gotta edit my sig line out a few more days. I'd targeted the end of my delivery window and that looks like it'll pass...�
Oct 20, 2012
Joel What is Burn In?�
Oct 20, 2012
Jason S It used to be that computer stuff would tend to burn out in the first 24 hours, and if it survived it was highly likely to be good for years. It was/is called "burn in" and I think they are doing some variation on that.�
Oct 20, 2012
Arnold Panz Glad you asked -- I didn't have a clue! My best guess was that they were etching "Signature" into the side turn indicators using some kind of "burn in" process.
The letter had a couple of other things I didn't know -- DES (I assume this is Delivery Experience Specialist), and the "NA delivery team (North America?). Here's another graph from the email that should give comfort to the Rs and Ps:
Basically, the Sigs were/are very much the guinea pigs that allowed Tesla to work out some kinks and bugs in some of their systems and processes. Cold comfort for some, but it actually makes me feel much better about things -- as I've stated elsewhere I'd hate to see us go through what we have and not have Tesla learn anything from it.�
Oct 20, 2012
efusco $108k guinea pigs...�
Oct 20, 2012
Arnold Panz LOL! I like to think of it as $7500 guinea pigs, which is the Sig premium. I'd be buying the car anyway.
�
Oct 20, 2012
Doug_G Electronics are statistically most likely to fail in the first 24 hours of operation. From that point forward failure rates to a very low level until the device approaches its end of life (electronics "wear out" due to various mechanisms, some of which the design engineer has influence over). "Burn in" is the process of running a new device for a period of time to eliminate those "infancy failures".
This is tech terminology rather than automotive...�
Oct 20, 2012
jerry33 Right. You never run a server in production until it's been powered up for a few days--even though the manufacturer has burned it in at the factory. Some infants die a little more slowly than others.�
Oct 20, 2012
aviators99 Hmm...maybe I'm just going completely nuts, but doesn't the car behind yours look gray, as opposed to silver?�
Oct 20, 2012
vfx We used to drive new factory owned cars for 4000 miles before delivering them to the press for review.�
Oct 20, 2012
gg_got_a_tesla Must be a marketing car. Definitely gray.
Congrats, Arnold! Who's Josh?!�
Oct 20, 2012
AnOutsider Morbid.�
Oct 20, 2012
Brian H The average is over 70 yrs., depending on when you start counting (to dispose of the early "burn outs".) >:-}�
Oct 20, 2012
NigelM Arnold is Josh.
(See Eric, Tesla is even more brilliant than you imagined. Not only addressing TMC members but also figuring out their handles! :wink�
Oct 20, 2012
aviators99 Hey, I can dream it's mine, can't I?�
Oct 20, 2012
Arnold Panz I joined TMC long ago and used one of my favorite movie character names when I signed up -- Arnold Panz is the lawyer for the former Mrs. Irwin M. Fletcher (at least, that's what it sounded like to my friends and me). At some point it would have been awkward to try to change it or correct anyone as I got active on TMC. You can call me Josh or Arnold. I'm cool with either one.
- - - Updated - - -
You're right! It does look like Dolphin Grey. That's weird. Maybe it's one of the test cars, although being stored out there with what I assume are other cars waiting to be finalized for customers.�
Oct 20, 2012
stevezzzz Just another indication that it ain't Detroit we're dealing with here. My Sig S #187 arrived with 132 miles on the odometer: seems the final inspection team are being very thorough with the early VINs. Or maybe it was a Friday afternoon and the team decided to make beer call in my car :biggrin:�
Oct 20, 2012
Smallfootprint From my admittedly small sample size of n=1, I would disagree that communication has gotten better. I would in fact say that it has gotten worse over the past few weeks.
I am not a reservation holder (I don't own a car and don't intend to ever own one), but I did push my parents into putting down a signature reservation about a year and a half ago. They have a reservation sequence number similar to Josh/Arnold and are also on the east coast. The agreement we made when I convinced them to buy an electric car from a start-up American car company rather than their usual German sports cars of choice was that I would help them manage the atypical buying process.
Making the reservation and wiring the $40k deposit was easy. The frustrating things have been as we got closer to delivery.
When the e-mail came to configure the Model S last spring, the on-line system wasn't operation yet, so we did it via e-mail and faxed back the paperwork within a few days. However, no one e-mailed or wrote back to confirm they had received the fax. After a week we called and got confirmation all our paperwork was in. Then a few weeks ago the e-mail came with the delivery questionnaire. Oddly, it was sent from an e-mail address that did not match the contact information in the signature of the delivery specialist. Just to be safe we sent a copy of the questionnaire and drivers licenses for registration to both the e-mail address we received it from and the e-mail address in the contact info of the delivery specialist. Again, no confirmation that the information had been received and was processed until we called a week later.
My parents are now more than 1/2 through their delivery window. They have not received any phone-calls or e-mails to update them on whether their window is still valid other than the generic GeorgeB mass-distributed e-mail (which they oddly received twice two hours apart). Their original soft target delivery was today. If I hadn't come to this website looking for info, read about these issues and subsequently told them it probably wasn't happening, they would be spending all day today sitting patiently in the living room waiting for a car that I'm 99.9% sure isn't coming.
If the Tesla reps are doing a better job for people on these forums, great. But it appears that if you're not making a lot of noise on the forum and disclosing who you are via your sequence number, you aren't getting service equivalent to the more vocal parts of the Tesla community.
I really believe in what Tesla is trying to do, and it looks like they nailed the product part of the equation. But I have serious concerns that most mainstream customers will not be this accommodating. I also recall something on the pre-MVPA which stated that you can get your money back if TSLA misses your MVPA delivery range by more than 30 days. While I think I can persuade my parents not to do that, I'm ready to open up a short position on the stock myself as downside protection against being disinherited after this experience.�
Oct 20, 2012
Grendal Other people have noted similar numbers for their cars. Someone else asked about it and a number of people chimed in with their starting odometer mileage and it was on par with yours.�
Oct 21, 2012
Lyon While I understand your frustration, my dad had the opposite experience. He never posts on here (doesn't even have a username) and he got his call to schedule a specific delivery day this afternoon.
I really hope that your parents get their car soon; actually, I'm pretty certain that they'll have it in the next couple of weeks.�
Oct 21, 2012
teslasguy I just read my MVPA again and I see nothing in it that provides for a refund of the $5k deposit if they miss the delivery date in the MVPA by more than 30 days.�
Oct 21, 2012
dsm363 I realize it is frustrating but if you got the e-mail then it looks like things are delayed a little as it has been with others. They are working around the clock to try and get cars out so hopefully the delay isn't too bad. They probably shouldn't have given out such exact delivery ranges in the first place but they did and that's caused a lot of frustration which is understandable.�
Oct 21, 2012
SCW-Greg Right on Lyon! First Model S in Track Town about to hit the streets! Look forward to seeing pics. Yours won't be long behind. ETA for your Dad?�
Oct 21, 2012
xhawk101 Welcome to the forum....nice first post. I find it rather curious though you would use this as a way to suggest shorting the stock.
Would you care to identify your parents car delivery # so others can know you are not actually j Peterson or another short trying to foment doubt in this company?
from my Samsung galaxy s3�
Oct 21, 2012
Arnold Panz As if we needed further proof that TM employees read these forums, I got confirmation from the picture-taker late last night that this is indeed a grey car intended for marketing to join the demo car fleet.�
Oct 21, 2012
Larry Chanin Welcome to the forum.
In answer to your concerns I think it is useful to reinterate what Josh has already posted.
Quoting his Tesla email:
Likewise it is also useful to revisit Josh's remarks on this subject.
I have confidence that Tesla is refocusing their efforts on the delivery process and I am sure that by the time they get to the mainstream customers this process will be all nailed down. Admittedly I know very little about investing, but rather than taking the extreme position of shorting Tesla stock, perhaps it would be more prudent if you merely sent an email inquiry to Tesla on behalf of your parents.
Communication is a two-way process.
Larry
- - - Updated - - -
Hi Josh,
Congratulations!! Getting a photo of your car with VIN# should lift your spirits. :biggrin:
Regards,
Larry�
Oct 21, 2012
pilotSteve I am Sig1199. Maybe Tesla is not sending proactive emails to everybody but this was my experience. I also continue to be proactive: talking with my store rep every week or two (she has twice retrieved useful status info for me from company databases) and I've exchanged some emails with Matt.
Bottom line: the more we communicate, the more Tesla communicates. None the less, this was an unexpected and welcome update that indicates to me Tesla really is taking action to be more proactive.�
Oct 21, 2012
Smallfootprint I'd rather not provide their sequence number, as I don't want to get any specific representative from Tesla in trouble or "out" my parents so they start getting special treatment or flagged as unusually demanding customers. As I said in my original post, it's not too far +/- from Josh/Arnold's. I just had to vent my frustrations at what has been (and at least for us, continues to be) an amateur communication effort for signature reservation holders. Every other part of the Tesla experience has been great. The test drive in New York/New Jersey was well executed, the stores are beautiful, and the factory visit and ride-along last October was also impressive (I'm told).
I assure you I'm not a dissent-fomenter trying to drive the stock down. The shorting comment was a joke, since it's very hard for me to trade stocks in my personal account anyway due to my job. Consequently, I just own indexed funds. If you want further proof of my non-nefarious intentions, I can tell you the comment a man I now believe was Cinergi made during the pre-drive education lecture at the New York/New Jersey test drive event:
While the Tesla guy with disheveled hair was saying how he had once had to drive a roadster from the Florida keys to another event in Florida at a very low speed because his charging had somehow been cutoff over night, the person who drove an orange roadster from Massachusetts to the event opined that electric cars' efficiency is more affected by speed than gasoline-powered cars. He also interjected with a comment about regenerative breaking, but I can't remember the exact nature of that comment.
- - - Updated - - -
Perhaps we have different pre-MVPAs?
From the counter-signed MVPA, page 2:
"No Cancellation. If you are not taking delivery of the Vehicle at the time of signing this Agreement, if the vehicle is not delivered in accordance with the Agreement within 30 days following the estimated delivery date, you hae teh right to cancel the agreement and receive a full refund, unless the delay in delivery is attributable to you."�
Oct 21, 2012
Arnold Panz Smallfootprint,
I would strongly suggest you contact someone (preferably your delivery specialist, but anyone you have an email for at Tesla) and ask them, in light of George B's email, when your parents should expect delivery of their car. They should be able to provide you a new two week window. This won't result in "special treatment" or communication, just a reasonable inquiry based on the email George sent.
Then, just ask them to tell you (or your parents) if there are any further delays from that date, otherwise they will expect delivery within that new two week window.�
Oct 21, 2012
teslasguy We must have different MVPAs. Interesting. Here is that Paragraph from my MVPA...
"No Cancellation. Once you execute this Agreement, the deposit in item 4.D above (if any) becomes nonrefundable (not to exceed
$10,000), and this Agreement is binding and you may not cancel (except as provided in the paragraph �Trade-In Vehicle� below). We
do not offer installment financing. This Agreement is not conditioned upon your obtaining financing from other sources. If you fail or
refuse to accept delivery of the Vehicle, we may retain as liquidated damages any cash downpayment or deposit made by you, to the
extent not prohibited by law. We may reimburse ourselves for any expenses and losses we incur or suffer as a result of your failure or
refusal. Such expenses may include our reasonable attorneys� fees, reasonable collection fees, and court costs. "�
Oct 21, 2012
cinergi Indeed that was me you heard. Hello! :smile: I just swapped the Roadster for my Model S (received about a week ago).
Communication has been and still continues to be a challenge for sure. I've been in direct contact with folks who are responsible for the process and I've given them a lot of direct feedback. They know it needs to be improved -- and what better way to help them than continue to give them feedback? The forums serve as a nice indirect way to do it -- but I do encourage letting Tesla know about your experiences. They won't know unless we speak up. You don't have to ask or demand anything -- just tell them you wanted to share your experience so they have another data point for the delivery process.�
Oct 21, 2012
dsm363 I agree. I was able to share both my experience and that of my parents directly with someone in charge of a section of the delivery area in the US and hope that helps. They really seem to be working hard but appear to be understaffed at the moment and don't seem to have communication systems and protocols needed at this point. It seems more of a manual process which may lead to things getting missed. From GerogeB's email it seems they are aware and working on it.�
Oct 21, 2012
Smallfootprint Just a quick update: since posting on this forum a Tesla representative did reach out to me confirming that the my guess was correct: the squeaky wheels are getting the grease first due to resource (read: staffing) constraints. I guess I now fit that description as he also repeated the mea culpas from GeorgeB's e-mail.
Despite being a New Yorker, I very much don't like to push to the front of the line, but given the prospect of canceling the reservation had been raised (and luckily shot down) several times, I guess it was necessary in this circumstance.
And to teslasguy, maybe only the signature Pre-MVPAs contained the ability to get a full refund if you don't get your car within 30 days of the range on your paperwork? Maybe we can add the option to cancel if your car is significantly delayed to the list of benefits offered to signature holders in exchange for their additional cash commitment?�
Oct 21, 2012
vfx So they firgured our who you are?�
Oct 21, 2012
Smallfootprint I received a PM asking for contact info, and after consulting with the actual reservation holders, decided the benefits of disclosure outweighed the cost. Signature sequence number 385 unmasked. I do hope I didn't get the underpaid and overworked delivery specialist assigned to this car in trouble though.�
Oct 21, 2012
bmek I do believe that the Tesla delivery specialists are trying to deliver the finest vehicles as quickly as they can, with the limited resources they have. They know the importance and value of the Signature customers (and, of all their customers).�
Oct 21, 2012
skwasha I *really* hope the "grease" is only with respect to communications and doesn't impact actual build/delivery schedules. It won't affect me as I'm a higher P. But say I were someone sitting patiently, quietly awaiting delivery in the next few weeks. I finally get fed up, search the Interwebs and come across this post... "Wait... You mean if I'd been complaining all this time I might have my car already? And other people behind me in line already got theirs just because they knew Tesla was giving special treatment to some people?" Yah, I'd be PO'd.
I know they're understaffed and overworked and that stinks for them. But the answer isn't to dole out favors. That will just foment resentment and discontent. I'd much rather just see more consistent and informative communications for EVERYONE.�
Oct 21, 2012
vfx
Nice. Glad it all worked out. May be get your delivery specialist a cookie or something.�
Oct 22, 2012
Lyon Tomorrow (10/23) at 1:30/�
Oct 22, 2012
timdorr Awesome! Do you know what his VIN is?�
Oct 22, 2012
Lyon 560... I think�
Oct 23, 2012
heems Got a call and an email today from a Tesla product specialist. He was interested in answering any questions I may have since my (general production) number had been called up back in August and I hadn't finalized my config. I realize this is perhaps more on the sales side than customer service, but at least it was nice to hear proactively from Tesla. I think they are definitely trying to improve the experience.�
Oct 23, 2012
doug Good to know membership has its privileges.�
Oct 23, 2012
steve841 I guess I would agree they've stepped it up!
Got a call today from another delivery specialist with 3rd window. First 11/2 to 11/16, next was 11/15-11/29, as of today ...11/4 to 11/18.
Not 4 hours later, 3rd delivery specialist emailed me the pre-delivery questionnaire.
I'll take it all.:biggrin:�
Oct 23, 2012
NigelM I also agree that Tesla is starting to get things together. I got a notification tonight with a GPS tracking link to follow the truck my car is on. The truck is going to arrive a day or two later than I expected as it has to make stops in Georgia before coming south, but when Tesla keeps me informed like this I find myself (surprisingly) not minding.
(Note: not all the transporters have GPS tracking!)�
Oct 23, 2012
Arnold Panz Bingo! I hope Tesla is seeing the positive feedback from us on "bad" news and realizes that any communication is better than none, and people are quite patient if well-informed. It's the absence of information that always leads to negative inferences and bad overall experiences.�
Oct 23, 2012
Todd Burch I think this is the first report of a delivery window shifting to an EARLIER date, right?�
Oct 23, 2012
steve841 Without trying to jinx myself....
Yes.
However, I do believe that I am benefitting from lower sig folks who reside in Florida due to logistics.�
Oct 23, 2012
Arnold Panz You're welcome! :wink::biggrin:�
Oct 23, 2012
Charged_Up Nigel... I think I'm on that truck as well - so keep the updates coming...regards, Keith (regular sig 92)�
Oct 24, 2012
NigelM I-55 Memphis this morning. Do you know for definite that your car is due?
Maybe I'm easily pleased but it really is kinda fun to see the truck moving across the map. I hope that Tesla can do this for more people (noting their dependence on the transport companies). Anybody ever watch NORAD Tracking Santa?�
Oct 24, 2012
xhawk101 Let me know when It is passing Tampa ...I can snap some photos for you!�
Oct 24, 2012
sublimaze1 You're not at all excited Nigel, are you ????�
Oct 24, 2012
Norbert As long as you don't hijack the truck...�
Oct 24, 2012
NigelM Noooooo. Not me! :biggrin: Truck stopped for gas and is now driving through Holly Springs National Forest heading towards Tupelo, MS.
Seriously though, critique where it's due but also kudos where it's due. Tesla even managed to get my wife excited now. Things may not be perfect yet, but they are definitely trying and I wrote them encouraging them to do more things like this whenever they can.�
Oct 24, 2012
dsm363 If by early next year communication is the same then I would be worried. It sucks for the early people things have gone this way but I really hope things are finally turning the corner. I think they are a bunch of nice, well intentioned and overworked people trying to make the best of an inadequate communication system. With a more robust communication and tracking system that makes their job easier and more automated (checking status online), things should improve.�
Oct 24, 2012
JakeP Honestly, look what has happened here. By sharing just a tiny bit of information (admittedly not available on all transports), Tesla has turned an agonizing black hole of a 10-15 journey into an addictive video game for NigelM and everyone else on that truck, and turned them into excited participants. This is precisely how it should be done...and the same thing should be done to track the vehicle through the assembly process. I am going to guess their manufacturing software (likely SAP, from secondhand info) can handle that as well.�
Oct 24, 2012
dsm363 I agree. Maybe a chip or bar code on each car going through the assembly line. The workers can scan the car at certain stations including final prep and delivery so people can follow along online. Would lead to many less e-mails and calls for them.�
Oct 24, 2012
Norbert I hope if the truck takes an exit just before Sarasota and stays there for half a day, you'll be able to take it.�
Oct 24, 2012
efusco That would be awesome...so long as everything was going right.�
Oct 24, 2012
NigelM I believe that Tesla is close to implementing a barcode system. They'll want time to bed it in but should eventually be able to connect it to MyTesla online.
- - - Updated - - -
A buddy in the Sheriffs office offered to escort it the last couple of miles.....:wink:�
Oct 24, 2012
ElSupreme Only if I don't hijack it first!�
Oct 24, 2012
Charged_Up I'm told it cleared quality control and was ready for transport about the same time as you indicated. Of course, there could be another truck behind this one headed this way, but my best info right now is that I am in transit as well. Best..Keith�
Oct 24, 2012
vfx
Yeah, what if the car is pulled off the line? Part NA, paint scratch, whatever, The person at home would be looking at a "paused" page for a long time. How long till they get antsy and start vocalizing?�
Oct 24, 2012
JakeP Yeah but even that would be better than no information at all. Think of the calls that would not occur because you could see your car's status moving along....and it would only be at exception points that you would consider calling. And that assumes you monitored it daily.
And I am not saying Tesla is obligated to do anything like this, but just that it would be neat, and would avoid the current sentiment of "being uninformed".�
Oct 24, 2012
Norbert Recently there was a multi-week delay due to missing parts or something of that kind. So hundreds of sig-res-holders (not only those reading reports on the forum) would see, maybe, no movement past some specific point. Maybe, for weeks. Guess whose phone would be ringing. All day.�
Oct 24, 2012
AnOutsider Wouldn't be an issue if an email went out at that same time explaining there was a delay and that some cars might end up stationary.�
Oct 24, 2012
Norbert One email? I wanna see that.�
Oct 24, 2012
dsm363 I agree. More information can be good and bad depending on the person. If the delay was significant, I'd imagine the system could auto-generate an e-mail saying there is a small delay in production and flag the order for a customer service person. They would then need to follow up with a personal e-mail with more details. Hopefully this is rare enough in the production process that it wouldn't be time consuming.�
Oct 24, 2012
pete8314 This kind of process is not unusual at all, and relatively easy to implement (I worked on a web portal that did the same thing for warranty repairs for a major PC manufacturer). Once the process is in full swing, 95% of cars will be plain sailing, with regular status updates on the website, leaving the CSRs to follow-up with the 5%. Customers can choose to subscribe to email updates etc...just like tracking a UPS package.�
Oct 24, 2012
vfx
I agree it's a cool idea. Just don't think it would solve any of today's issues.�
Oct 24, 2012
gg_got_a_tesla It's very cool! Pretty much like tracking an Amazon shipment - much shorter timeframes there, of course, but, yes, I've had occasions when a package got stuck at a UPS hub; those were the only occasions when I had to reach out to Amazon or other shippers.
I think this bit of automation will reduce a whole lot of inbound email/phone call traffic for Tesla.�
Oct 24, 2012
Norbert The system could take pics of your Model S at each major stage and email them to you.�
Oct 24, 2012
Jrhodesmd My wish is Matt at Tesla would return phone calls or emails. Both falling on deaf ears (and eyes.) Just want some info from them, seeing as they have $45000 from me.....�
Oct 25, 2012
VolkerP Canadian Signatures spotted near Calgary!
Near Calgary:
hiding in a mouse hole�
Oct 25, 2012
Doug_G Wise guy.
How about that - brand-new cars that have been in an accident before they were driven.�
Oct 25, 2012
NigelM Volker's just envious; he knows you'll be driving your Model S long before he will.�
Oct 25, 2012
MikeK Years ago, when my parents were expecting delivery of a new BMW shipped over from Germany, there was word on the news of a whole car carrier overturned on the freeway. It was a tense day or two before we found out that ours was not on that truck!�
Oct 25, 2012
v12 to 12v This makes me wonder how Tesla is planning on working around the Frankenstorm.�
Oct 25, 2012
Tempus Dont plan on east coast deliveries that week�
Oct 25, 2012
v12 to 12v I wonder if they'll just hold cars in California since they know that they'll be stuck in transit.�
Oct 26, 2012
NigelM Any cars due for delivery in New England next week already left Fremont days ago.
Let's try to stay on topic for this thread please.�
Oct 26, 2012
widodh I think Tesla EU is trying the same strategy, they called me this morning since I visit these forums regularly with the hint if I would want to post here.
Smart! They are not allowed to post here, they just lurk around.�
Oct 26, 2012
Norbert Which strategy? Post about what? Does this relate to some other thread?�
Oct 26, 2012
widodh Their strategy of contacting active TMC members to spread news earlier.
I forgot to link, I meant this post: Model S Demo-Car rolling in Europe? - Page 5�
Oct 26, 2012
Norbert Well, after you called them yesterday? Sort of following up, I guess.�
Oct 26, 2012
widodh I already got a follow up on that conversation by e-mail.
The call I got was from a different person as well inside Tesla. He knew I was active on the forum, that's the reason he gave me for the call.�
Oct 26, 2012
v12 to 12v I thought that proactive communication when the unexpected happens was the topic at hand.�
Oct 26, 2012
NigelM Thread is on the improvement in communications, not speculation on weather delays.�
Oct 26, 2012
TEG You think that was bad! :
Cougar Ace: The Great $103 Million Snafu at Sea - Feature - Car and Driver�
Oct 26, 2012
gg_got_a_tesla !! Hope VolkerP's Model S stays dry and makes its way across the pond�
Oct 27, 2012
VolkerP only fair :tongue:�
Oct 27, 2012
KBF Well, Tesla's Canadian team has still been silent (at least to me). I think it's 3 weeks since I emailed, no response. I am not hounding them, though; that will only happen once USA Signatures are done. The contact I have had in the past with Tesla has been good (when I was teetering on the edge of Sig or no Sig they proactively called me from HQ), so I figure that there is simply no new info available to Canadians and they're insanely busy.
However, (for those official Tesla lurkers), a brilliant piece of advice / email etiquette I learned at my old desk job was if you can't immediately reply to an email properly, send a quick 10-second note saying you received it and will reply within x days. And then mark it as unread until that email is dealt with (within x days). If the email can't be answered for whatever reason (ie. Don't have the info, under gag orders), simply say it. The worst thing to do is leave an enquiry unacknowledged. Even automated responses are better than silence.
No extra charge :wink:�
Oct 28, 2012
Sparrow I've gotten 4 unsolicitied emails from Tesla this past week with news of my car's build progress. I certainly appreciate their renewed efforts to keep me informed.�
Oct 28, 2012
Doug_G Things are a little bit in flux in Toronto - Sarah is no longer there, and last I heard Hans was busily hiring new people for the store. Hans is a pretty busy guy and I think his email box overfloweth; he tends to either reply almost immediately or not at all.�
Oct 28, 2012
Jaff Yeah, that and the Toronto store will be opening 2 weeks this Friday...probably a few extra chores to get looked after...�
Oct 31, 2012
Beavis That's good to hear and, considering how long you've been waiting, it's long overdue. I am not convinced that their communication is universally improving though. My delivery specialist has been responsive but he doesn't know the production status of my car and simply refers to the generic GB email. I sent an email to [email�protected] and have not received a reply. It's been 3 days now. I just want to know why I don't have a VIN when so many behind me do. It's not as if my car has special parts that aren't on cars behind me. The whole "supplier issues" excuse doesn't explain why I don't have a VIN. No VIN means my car is not in production and if it's not in production yet, I doubt they are going to make my second, delayed delivery window.
Note to Tesla: if you are reading this I am now going to become the squeaky wheel. You won't like me when I'm squeaky. I demand grease.�
Oct 31, 2012
v12 to 12v Maybe posting that e-mail address got it flooded rendering it no longer effective for the time being. I hoped that it would be used with discretion and used only for those that were seriously delayed or for those in a situation where information is very tardy, like you. Lesson learned.�
Oct 31, 2012
Sparrow All my communications have been from California Tesla employees, my (somewhat local) DS has been notably quiet. I assume that is because he is just very busy delivering cars, but since he is the last link in the delivery process, he is the most important one to hear from.�
Nov 1, 2012
v12 to 12v Have you gotten your VIN or a Reply? With Res#513 I'd hope you would have received word about something.
Please say yes!�
Nov 1, 2012
Silege Back to "no communications"?
Was told on Oct 19 my delivery will be delayed to oct27-nov6 -- no news since then, no answer to email, no communications. Maybe due to Sandy?
�
Nov 1, 2012
brianman @Silege - Email or call them. I decided to call or e-mail weekly when Tesla doesn't initiate on their own. I dunno if it's helped much (though I've only gotten 1 mail that wasn't a reply to a ping for update) but it's somewhat therapeutic and it ensures that I can say "there's nothing more I could have done from my end."�
Nov 1, 2012
Beavis Not yet. It did cross my mind that they are working like dogs to get cars produced or delivered before the earnings call and since my car is not scheduled to be produced or delivered before the call, they put me on the back burner.�
Nov 1, 2012
William13 I was pleased to get two replies last night to one cry for information to the delivery address.
One said my car was being finished.
Early next week maybe.�
Nov 1, 2012
Beavis I got a reply from Matt tonight, so at least the communication is open. My car hasn't entered production yet but at least they haven't forgotten to make it.�
Nov 1, 2012
contaygious It hasn't entered production!? I thought all sigs were supposed to be done soon.�
Nov 1, 2012
FlasherZ Tonight I received my very first unsolicited communications *ever* from Tesla aside from the "time to configure" e-mail. I was given a status update as to the delivery of my Model S -- my body-in-white car is sitting in a holding area in the factory as they assemble all the sigs more or less in order now. I was told my car's completion date is targeted at 11/12 which will make it fit with the targeted delivery window of 11/19 to me.�
Nov 1, 2012
timdorr All sigs should have entered production by Monday, but they still take about 10 days to finish after that.�
Nov 2, 2012
Beavis Matt said it would enter production "soon" and that he is confident that they are on track to meet my delivery window of 11/7 to 11/21. I am naturally skeptical so I will be pleasantly surprised if they do. He didn't offer a specific explanation as to why my car has not entered production yet. It's a mystery to me since I have seen cars with my configuration delivered or reportedly ready for delivery to reservation holders with spots significantly behind me. The more I think about it the more steamed I get so I am going to stop thinking about it.�
Nov 2, 2012
pilotSteve wow FlasherZ - you are 10 sequence numbers before me. My last update (one week ago from Matt) is now 11/16-11/30. Still no VIN. We all are getting close but daaaang its hard waiting!�
Nov 2, 2012
FlasherZ VIN should be here mid-next-week according to Tesla, when the car enters final assembly, after paint. Working backwards from a "factory completion / ready to ship" date of 11/12, it's likely going to be 11/6-11/8 when a VIN is made available.�
Nov 3, 2012
Silege Thank you @brianman: I did get a reply on Thursday night 11/1, cleared some misunderstanding, explained some delay in rescheduling shipments post-Sandy. Said my car ready, will be put on truck when my payment cleared, then ~7 days to get to the East Coast�
Nov 10, 2012
KBF I'm happy to report that I'm getting responses again from Tesla, they were unresponsive for a while. There are still a few questions remaining for Canadians, but at least I'm being acknowledged. Very polite and professional, as always, and even the "I can't provide answers for this right now but I'll look into it" is better than radio silence.�
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