Sep 19, 2015
nishy1 My new p90d doesn't have the red calipers. They say it wasn't on the order but I could swear it was and checked on the phone that it was included with the salesperson (who ironically is now in Bali having left tesla). The spoiler is there, which I paid for. The spoiler costs a grand and the calipers were a free option. Now they're saying to add it after would cost me $3000 and they won't do it.
What should I do? Should I take delivery of the vehicle? Or tell them to stick it??? I'm so upset!�
Sep 19, 2015
nishy1 They really couldn't give a **** about me on this one.�
Sep 19, 2015
notAmeenPerson Don't accept delivery?�
Sep 19, 2015
bonnie What was in your mytesla design studio after you placed your order?�
Sep 19, 2015
nishy1 It wasn't on there. It must have fallen off. They literally don't know what to do.�
Sep 19, 2015
nishy1 I can't go through another month wait for red calipers�
Sep 19, 2015
nishy1 I can paint them but then she's saying that the lease return may ding me�
Sep 19, 2015
bonnie Check your email for a confirmation message from teslamotors.com. That will show the configuration that you selected and finalized. You should also have an email from when you configured.
If 'red calipers' is on the list, then Tesla needs to make it right. If it isn't, then I'd have to say they're in the right and they built exactly what you ordered.�
Sep 19, 2015
nishy1 It's not on there�
Sep 19, 2015
ModelX You aren't going to see them when you are driving:wink:�
Sep 19, 2015
mattcrowley Show them your "Motor Vehicle Purchase Agreement" (hopefully attached to an email you received from Tesla) should have the "Tesla Red Brake Calipers: Included" called out with the P90D configuration.�
Sep 19, 2015
bonnie Okay, if it's not on the configuration confirmation ... then they built the car you ordered. I'm sorry.�
Sep 19, 2015
lucy The calipers must be one of the things that reset back to a default setting when changes are made.
I almost had a coronary when I realized that the headliner resets to white every time I played around with the interior options.
It's unfortunate that on the pre-confirmation page, the options are on the hidden menus and documents. It's easy to think that everything is set as you wish & planned.
I have seen examples of cars with brake calipers wrapped as well as painted...
http://www.teslamotorsclub.com/showthread.php/41001-Let-s-see-your-white-Model-S/page8�
Sep 19, 2015
eclipxe Then I'm not sure what you expect. If you didn't add them, you didn't add them. Sorry dude, enjoy your car and don't worry about it.�
Sep 19, 2015
Electricfan Welcome to Tesla. As great as they are, they could do a lot of things better. For this, they should have a human call anyone who pushes the order button and puts down the deposit, to verbally go over the order and all the options. It wouldn't take 10 minutes of their time, and in your case when they got to the red calipers you would have said "hell yes I want them!!! Why aren't they on there - I selected them!!!???" and all would have been fixed at the time you placed your order.
Internet ordering a super expensive car is ok, but should be followed up with a human phone call verifying each option - whether you chose it or whether you didn't.
I think Tesla should offer you the red calipers, just based on goodwill, for nothing.
Just my two cents. I always come down on the side of the little guy (in this case the customer) rather than the big guy (in this case the billion dollar corporation).�
Sep 19, 2015
bonnie I know you like to criticize Tesla, but seriously? An email was sent after configuring, giving a week to review and say 'yep, that's my order'. Another email was sent saying 'this is now confirmed' - still time to make a quick phone call. And you're calling this Tesla's fault?
I suppose if someone had called and confirmed his configuration, you'd be blaming Tesla for not saying, 'Really???? You don't want red calipers?'.
Thank god we're not in a nanny state yet and people own their own decisions still, for the most part.�
Sep 19, 2015
gg_got_a_tesla I may be wrong but, wouldn't it be a simple job to remove the black ones and install the red calipers after taking the wheels off?
It's just a miscommunication somewhere; Tesla can do this right for the customer and earn more loyalty. It doesn't cost them more than an hour of a tech's time.�
Sep 19, 2015
Discoducky Yep, not Tesla's fault, but could easily schedule some service time to swap the calipers (and whatever other labor required). Maybe the customer pays for it or not; If it is me, I wouldn't make the customer pay the labor, but just the cost difference per configuration.�
Sep 19, 2015
bonnie Absolutely agree it would be a really nice goodwill gesture for Tesla to provide. I just don't get some people saying this is Tesla's fault.�
Sep 19, 2015
Electricfan Wow!! You really don't like it when people suggest Tesla could do a better job, do you??
So, you are saying that Tesla, by waiting a week, and sending a confirmation email or two, did all it could to ensure the customer's order was correct? Is that your argument? Goodness! Tesla really went out of their way there, didn't they??
You confused me with your question about what I'd say if Tesla had called and confirmed his configuration. That is exactly what I'm suggesting. And if they had done that, and asked him "you can have the red calipers with the other options you chose, at no charge" and he said "No thanks", then it would certainly be on the customer. That's what I was trying to say in my original post above - sorry if I was not clear enough.
I think you're trying to drag this into the political arena with your last statement, but I'm going to let that go since this is a car forum.�
Sep 19, 2015
nishy1 A compromise was reached. They're going to waive a couple of service costs and instead I can use the money to paint them
Annoying since it was a free option but I still love the bugger
�
Sep 19, 2015
bonnie I just went through the same process in configuring my X. I went into the Design Studio multiple times - clicked on the 'view your configuration' multiple times - reviewed the emails I received. This is a big purchase for anyone, certainly me. I wanted to make sure what was in the system was what I was intending.
And no, not trying to drag anything into a political arena. I'm saying I own my decisions. I bet the OP feels that way, too. I'd like to see Tesla do something for him, but it will be goodwill if they do. They did not make a mistake here, no matter how hard you try to spin it that way.
I always appreciate when a company is willing to fix my mistakes. But I don't expect them to. And I don't blame them if they choose not to do so. But we all have different ways of living our life.�
Sep 19, 2015
nishy1 The issue was that I asked the tesla rep about this a thousand times and the configuration changed at the last minute from the 90 to the p90 parrly because of that cosmetic difference. I asked her to check it over and she said it was OK. She told me the cost was free with the spoiler. Yes there's a subtle difference between its free and it's free but you have to select it but the point is she knew I wanted it and could have caught it. No one called to check the reconfigured order at all. It just went in. I'm not asking them to cover a human error on my part, I'm asking them to understand that they had a meaningful role in this issue.�
Sep 19, 2015
bonnie Gorgeous! And I'm glad everyone found a way to make this work for you.
- - - Updated - - -
Sounds like they did ... and sounds like you were a reasonable customer to deal with. Sometimes that makes all the difference. Happy driving.
�
Sep 19, 2015
nishy1 Apparently it's $3k to do it and they didn't want to. Crazy since I have an x ressie top and if we hadn't sorted it out I may have cancelled it too.�
Sep 19, 2015
nishy1 BTW I wasn't disputing the error, it was their attitude the blew me away in a negative way. It sucked.�
Sep 19, 2015
Scotty In reading this thread, I wonder why Tesla just doesn't provide the red calipers as 'included' when the spoiler option is selected. Also, during the configuration check, it could show this as an 'opted out of red calipers'.
Last thought. I wonder what Tesla would charge if the red calipers were installed, but a customer wanted them to deliver the car with the stock ones instead. I also wonder where Tesla draws the line on modifications, particularly when it comes to invalidating the warranty. Painting calipers could be construed as modifying a safety item. Certainly, replacing them with red ones if they are factory Tesla parts shouldn't be a problem, but would Tesla even offer for sale, the red calipers?
Scotty�
Sep 19, 2015
nishy1 Eventually after a lot of stress�
Sep 19, 2015
ModelX Beautiful car! Glad that you were able to work something out, not glad that they initially made you feel like they weren't going to work with you!�
Sep 19, 2015
ryanjm I will happily take the car off your hands and enjoy it if the calipers bother you that much, OP. :tongue:�
Sep 19, 2015
nishy1 The only difference between the two calipers is the color. Same performance thankfully�
Sep 19, 2015
nishy1 Lol cheers pal�
Sep 19, 2015
dsm363 Um. Tesla delivered exactly what he clicked when he confirmed his order. He thought they were included but they weren't. He had plenty of time to correct this mistake. Besides, it is an easy part to add at this point. It's not like a new car would have to be built as if he thought he had a pano roof but it wasn't on the order.�
Sep 19, 2015
dsm363 Congrats on the car. Glad this all worked out.�
Sep 19, 2015
Nigel Tufnel I sympathize, Nishy (or should it be empathize, since you don't need sympathy :smile
My 2007 Acura TL-S came with a spoiler that I didn't want. "No problem" said the salesman, it's on there with double-stick tape, so we'll just remove it for you". Car arrives with bolted-on spoiler, salesperson "can't remember" telling me he could take it off. After several talks with the manager they took off the spoiler, patched the holes and repainted the car. I ended up footing half the bill.
Bottom line, it's just human nature to believe the sales staff, but we're probably better served to ask: "could you send me an email confirming that my car will come with (or without) ....." If they won't do it, I'd be tempted to ask them on my home phone to repeat what we're expecting and record their answer on my cell phone.�
Sep 19, 2015
Electricfan Well, as you see there are people on this forum that defend Tesla at all costs. You know you discussed the red calipers with a human being, and she knew you wanted them. I'm with you - Tesla had the responsibility to make the car you talked to them about and they knew you wanted. But they're using the excuse "you didn't check the box" (even though you did check it - it defaulted back to unchecked and you didn't see it - if I understood you correctly).
On this forum you're going to find yourself in the minority when you argue Tesla messed up. But know that in the real world outside this little forum we're sick of giant corporations running roughshod over the buyer just because they can. Thanks to social media like this forum, Facebook and others, we're starting to gain a powerful voice and let the big companies know we're unhappy. I like it, too!�
Sep 19, 2015
Rockster Nishy, is that your wife in the photo? And you're worrying about brake calipers?�
Sep 19, 2015
DougH 5 Tesla's and I never got a bow.....luggage, jackets, hoodies and gym clothes but never a bow�
Sep 19, 2015
dsm363 Help! Having a nightmare at the delivery center
Please give up on bashing the membership here and painting everyone as mindless zealots which you seem to like to do. Read his first post. It said nothing about speaking with with someone about changing the order which may have reset this option. That came in a later post. Oh, and fight the power!�
Sep 19, 2015
S'toon I didn't know you could get a P90D without the red calipers. The configurator says they're standard with the P85D/P90D.
Tesla Red Brake Calipers
Tesla Red four piston Brembo brake calipers.
Included
Requires P85D�
Sep 19, 2015
bonnie Great attitude.�
Sep 19, 2015
Andyw2100 It may be included, but that doesn't mean you have to get them.
When I configured my blue P85D, I opted not to get the red calipers, even though they were included in the cost, because I wasn't going for the very sporty look, and I thought they'd just stand out and call attention to themselves, and clash a bit on a blue car. (No offense intended to those with blue cars who went for the red calipers.)
I did check my order details several times, to make sure the calipers weren't going to be red, and also checked with someone on the phone, just to be safe.
That being said, I do understand how if it was an option the OP had checked, he easily could have missed it becoming unchecked when something changed. I'm glad Tesla worked something out with him, but I would have preferred to see them offer to just swap on the red calipers. I have to wonder if one of the factors that prevented that was either not having a set of red calipers available on the spot, or not having service center time available, and either the OP or the delivery center wanting the delivery to take place today. As long as the OP is satisfied, that's all that matters.�
Sep 19, 2015
California85D Wow that car looks awesome. Is that midnight silver? I get mine this coming Friday in the same color.
It would look better with red calipers of course.�
Sep 19, 2015
nishy1 Honestly for now I'm a bit bummed but what can you do. It's definitely a blemish on the car in my opinion. I think part of the problem is that this car is one you build yourself from the bottom up and you want it to be perfect. Especially when the cost of the additional change was zero. It would have cost me zero. I think automation is good but the company should have taken care of making this issue right. Preferably by having the sales person checking the final configuration and secondly by unequivocally offering to change them out. I was the one who came up with the compromise. Their idea was to either buy a different car and wait a month (but I turned my lease In yesterday so not an option) or buy a CPO. A cpo when I just spent $130k on a car???? At the end of the day it's a massive pain in the ass and I'll always know it wasn't the way I wanted it. Yes I'll get over it and I'm making the best of it but I think I seriously am very turned off the company as an institution. It's not a different experience. It's the same old thing. The car is amazing and I'm glad I bought it but it's s cloud on an otherwise great day.�
Sep 19, 2015
JenniferQ I am very new to Tesla. Had an option on Model X, but realized I am now done with SUVs as my daughters are all driving or very close to it. I placed an order last week for a Model S. During that week, they changed the "buttons" on the MyTesla page and got rid of the one that said something like "submit my order." It was very strange to not see it, after worrying every time I changed a config that I might accidentally choose something I didn't want and get stuck with it. For that reason, I told my OA (Owner Advisor?) that I wanted to speak with a "real live person" to confirm the options I wanted. We did that and he told me that Tesla had gotten rid of that "Submit" button during my week of deciding what I wanted. Guess everyone felt it was a bit of a "nuclear option" button? Things could definitely be handled better. But, I agree with some other posts, in that in the last two days I have now received two emails that confirm what I ordered.
However, I assumed red calipers were "standard" as they are a no-charge option. I double-checked my order after seeing this thread to make sure they were on there as they weren't something on my radar since they are "no charge," which I assumed meant standard.
Something needs to be rectified here by Tesla, imo. I would never have thought my MS would have come with anything other than red calipers.�
Sep 19, 2015
Andyw2100 Don't leave us in suspense. Had you actually ordered the red calipers or hadn't you?�
Sep 19, 2015
JenniferQ Yes, sorry, I did. I didn't think it was possible to "uncheck" them at that point. But looks like you can click on it and it un-checks them. Strange that it would be so subtle. But I did several reconfigs and that's why I wanted a verbal with a real-live person to make sure I submitted what I wanted. This would not be easy for the un-techy, that's for sure!�
Sep 19, 2015
nishy1 Lol! Thanks. She's flattered you said that.�
Sep 20, 2015
Krugerrand What are you talking about? We all know you don't have a car yet. You tried to push a guy off a cliff the other day to get his car. :tongue:�
Sep 20, 2015
whitebred510 Stress over a different color calipers? First world problems, eh?
Personally, I would de-badge the p90d and keep the black calipers = sleeper. But I guess some people just want to show off.
- - - Updated - - -
I was curious myself so I went on the teslamotor.com website and chose the p85d from the 70d and boom! auto checked red calipers.
Then I hit the refresh button and chose the 85D option - red calipers went away. From the 85D option I chose P85D - boom! red calipers. The only way where the black calipers were chosen is if I unchecked the "Tesla Red Brake Caliper" option.�
Sep 20, 2015
DougH We have bought and sold 5 since 2013. Sold my last one a few weeks ago now I am driving a CR-V and I am about to push someone off a cliff if I cannot find a Tesla soon :crying:�
Sep 20, 2015
dsm363 This one communication error that they resolved has you writing off the entire company? Did they not send you the final configuration after the changes were made on the phone? It was a purely cosmetic part, it's not like they delivered a 70D when you ordered the P85D or added a Pano roof when you didn't want one. Both of those mistakes would require an entirely new car. All they had to do was swap out the rotors.
I don't know why they initially didn't just switch them out. Maybe they rightfully felt that you agreed to the final configuration as was written (you said it wasn't on there so it wasn't on there).
- - - Updated - - -
No charge typically means they don't charge for the option, not that it is automatically included with the car. Unless it's actually listed on your configuration it isn't there. I understand the confusion though. That's why pouring over the configuration e-mail as you did was a smart thing to do.�
Sep 20, 2015
maxdrive10 Great advice! I'll definitely not rely on the salesman's word alone without it being backed up in writing.�
Sep 20, 2015
Soolim Its all about training and care. You are man enough to accept that you did not look carefully enough on the configuration doc. I can understand the excitement you had when you were about to sign the final order form. Who would not be! For a $130k purchase, a well trained sales staff would calmly go over the order once more, item by item, to make sure you do not miss anything. He/She might even asked the "you sure you don't want this Red Caliper even when it is free?". But now you know, you have to watch out for yourself :scared:. Many post will tell you that Tesla is not a great communicator to the customer. I had my unpleasant experience myself, but I will not elaborate here since it had passed. To this date, while I enjoy my car, I hesitate to recommend my friends and neighbours no matter the referral program.
Glad that you got the Red Caliper. Congratulations.�
Sep 20, 2015
DougH That is common sense. Always get everything in writing.�
Sep 20, 2015
Krugerrand You trying to own one of every color within a certain time frame? :tongue:�
Sep 20, 2015
nishy1 Guys
Major major major update
I was looking through my files this am and guess what? The red calipers WERE on my final order confirmation. The tesla dealership gave me the total run around yesterday and they were wrong!!!!
I've emailed them (without saying I told you so) but let's see what they do.
Strangely it didn't appear in the final configuration but surely this is now totally on them????�
Sep 20, 2015
DougH Totally. Make sure you send that to the person you have been dealing with.
- - - Updated - - -
Thinking brown is next :wink:
85 kWh Performance Model S P13083 | Tesla Motors�
Sep 20, 2015
bonnie Looks like it's on them - it's on your order agreement.�
Sep 20, 2015
Nigel Tufnel Good work, nishy. You can't even tell you photoshopped it in. :smile:�
Sep 20, 2015
nishy1 Sweet that took me ages�
Sep 20, 2015
lucy One thing about most of y'all Tesla folks.
you gots mad 'puter skills!�
Sep 20, 2015
Soolim It feels good to be vindicated. Now, tell us how good Tesla could be in responding to your evidence. Please keep us posted, as we like to hear good ending to a story.�
Sep 20, 2015
keydiver EVannex.com has red covers:
http://evannex.com/products/mgp-caliper-covers�
Sep 20, 2015
gg_got_a_tesla Bravo, Nishy. Well done.�
Sep 21, 2015
Bugeater I would request that the person who gave you the runaround / big hassle / inaccurate info be told to apologize to you!�
Sep 21, 2015
Electricfan Be CAREFUL!!! That could ALMOST be construed as "criticism of Tesla", or "COT" for short. COT is not approved on this forum!!!
(I'm totally kidding of course)
- - - Updated - - -
That's great! However, I don't think you should just email them and sit back. I would follow up with a visit - have the config printed out - and hand it to them personally. Its not to make a scene or anything, but just to let them know you are dead serious. This now means its their screw up, and they need to own it and do right by you. As others have said - please keep us posted. This definitely should go your way now. They should throw in something free - a service visit maybe - to compensate you for all the trouble they've caused you.
One last piece of advice: you are dealing with the service center now (am I right? if not please ignore the rest). Well, the service center will have a totally different attitude about this - they do NOT LIKE fixing factory mistakes. (Read this forum, you'll definitely get that picture). SO, they may STILL argue with you about it.
If they do, here is what you do: ask them politely and calmly for the name of the regional service manager. Get his/her email and phone number. Contact him/her and get the problem resolved that way. If that doesn't work, keep going up the chain.
I'm a little worried that the service center is going to take the attitude that they've already won this fight and its all over - you agreed to the settlement and gave up your rights. NO, YOU MOST CERTAINLY DID NOT. Do not give in. Do not give up. Take it as high as you need to, but get the red calipers. They are yours. You configured the car with them and you have proof.
Note to moderator: maybe you should edit the thread title to reflect this issue is NOT resolved?�
Sep 21, 2015
Electricfan Very smart. Love the personal responsibility you took. Agree with you that Tesla needs to rectify this, though. Nothing in the order process should be tricky in the least. Do you think it would be good for Tesla to call all buyers once they put down the deposit and place the order, to confirm everything? You did it yourself, but others might not realize it could save them a lot of heartache.�
Sep 21, 2015
Andyw2100 It's not just the question of calling to make sure the order is completely correct. A call would certainly serve that purpose. But even more importantly, a call could serve to help build the relationship between the brand new customer and Tesla.
The company has chosen a sales model that is very different from the typical auto dealership model. Ordering a car online is certainly less personal than walking into a dealership or a store and dealing with a person. While some Tesla customers may live close enough to stores to go to one if that's what they would prefer, many don't, and are left with ordering via the internet as their only option. A simple phone call from Tesla to follow up on their newly placed order would go a long way towards making the buying experience less impersonal.�
Sep 22, 2015
nishy1 Ok so now I'm mildly ticked off.
Tesla (the delivery specialist) called this am to say he received the email I sent which proved the red calipers were on my order confirmation. He said the email was very "helpful" and he'd get back to me.
At 5pm he called back and said he had really gone to bat for me and convinced them they should replace the calipers. He said they saw a lot of changes in the order and it could have gone either way but ultimately they were giving me the benefit of the doubt when they really weren't sure they should. The guy thought I'd thank and grovel to him.
I reminded him that I needed no benefit of the doubt since the calipers were clearly on my final confirmation but he kept acting like they were doing me a massive favor.
Remember they screwed up. The order confirmation clearly states the calipers were ordered and they made the excitement of picking up my car completely irrelevant compared to the stress they put me under by a) screwing up b) making me feel like I was trying to con them into giving me the calipers and c) arguing with me on the phone. It ruined the experience on a $130k purchase.
Then the guy gives me the speech about doing me a favor???
I get they are going to rectify the issue and that's the main thing but they should at least recognize the hell they put me through and take a somewhat apologetic tone. Not happy with my DS or tesla customer service. I have asked that someone from the headquarters calls me tomorrow. I just want them to explain how they're doing me a favor.
What asses.�
Sep 22, 2015
nishy1
Thanks man�
Sep 22, 2015
Electricfan Awesome news that you are finally going to get what you ordered!
Sorry they aren't being polite about it. I had some minor issues with my car which was delivered in June, and you wouldn't believe what I went through to get them resolved. I had to go to the regional service manager for help. In the end they fixed the problem but did pretty much what you are seeing - minimized the defect and acted like the whole thing was somehow my fault. I guess that's why I reacted so strongly to this thread, and will probably react to all future threads where people have delivery issues. Now you can add your voice and experience and help future buyers who experience issues. If we stand together we have a lot better chance than alone.
I really think Tesla is going through growing pains on how they handle customer problems. Its been suggested (heard this on facebook) that they are adding personnel from BMW (in Houston's case) and other service shops, and those people are bringing in bad attitudes that they had in the dealership where they used to work. I can tell you when I talked to the regional service manager there was a completely different attitude - it was "we'll get this sorted out, sorry about that". And they did. Which leads me to believe Tesla upper management wants the customer treated with respect and fairly, its just getting lost in translation at the service center level sometimes. We've got to let them know when it happens and not take it lying down. I'm glad you're raising cain about your order - you deserve what you ordered and some kind of compensation for the screw up and the screw up handling the screw up. In my opinion anyway.�
Sep 22, 2015
andrewket It's alarming to me how different your customer experience has been thus far compared to mine. I've had two model S's, and Tesla has treated me more than fairly. They have gone over and beyond in a few cases. I'm not sure if this can be explained by scaling and geography alone. It's really odd.�
Sep 23, 2015
Electricfan I'm curious, have you had any serious defects in your cars at delivery? By serious, I mean something you didn't think was right and that they needed to correct for you?�
Sep 23, 2015
Max* [I know you didn't ask me] But I'm with andrewket, I never had any problems at my local service center. Not only that, they were always very friendly and went above and beyond.
-I had no issues upon delivery.
-I posted a thread here about the AC making odd noises (which apparently is normal), the service center called me (a few days later?) asking me to bring it in to get it looked it.
-I also noticed a VERY slight misalignment of the rear bumper cover with the rear quarter panel (or something like that). Asked them if it's an easy fix. The tech said the screw (or whatever part holds it), isn't where the TINY misalignment was, and it's not going to be an easy fix. The tech told the service adviser, and the service adviser asked me how I would like to proceed (i.e. take the bumper off and try to put it back on and see if it's still there, etc.). I said if it's not an easy fix, leave it alone. They could have EASILY minimized this issue, as it is VERY minor.
-Later, I had my scroll wheel button on the steering wheel replaced (it wasn't reacting well to me adjusting the volume). I over-reacted and shot off an angry email to the service center about why the buttons next to the scroll wheel had VERY minor scratches on them (looked like tool marks). They said they'll gladly replace the buttons, and asked when I'd like to bring the car back. I never did (it's only visible under direct sunlight at certain angles, and my kids have done worse already, so whatever).
-I had a loaner. Before I took it out, the service center looked it over and noted all the minor bumps/dents/etc. I missed that the wheel had curb rash (positive I didn't do it), and when I brought it back I noticed a very minor door ding (likely happened in my possession). I brought it to their attention, they said they don't care about something that small (I didn't think they would, but when I was getting the car, the rep noted a pen sized dent on the hood, so when I saw the door ding on the loaner, I was a little concerned).
So yeah, I've only had extremely positive experiences, and NEVER have they tried to minimize any of my issues.�
Sep 23, 2015
Electricfan I'm glad I'm not the only one who's sent angry emails.
The OP and I have had bad experiences with problems that existed on our cars at delivery (well technically I noticed my problem the next day while giving it its first bath). I'm glad you didn't, as it really sucks to have a brand new car and not be happy with something about it. Somehow its worse than a problem on a car you've had 6 months. Brand new cars shouldn't have issues. Then, to have difficulty of any kind in getting the issue resolved can be really crushing. That's what I'm interested in - and a little sensitive about - so again I'm glad you're not in the club!
My good experiences with Tesla service far outnumber the bad, for the record.�
Sep 24, 2015
nishy1 Still no call back from tesla.�
Sep 24, 2015
Max* How far are you from the SvC? I'd just show up at the SvC with your print out, and demand to speak to a manager and not leave until I'm scheduled to have the calipers replaced.�
Sep 25, 2015
nishy1 Thanks max. They're going to fix it but per my previous post they're acting like they're doing me a favor and I wanted to understand that with the head office�
Sep 25, 2015
Max* Ah, I missed/forgot about that.�
Sep 25, 2015
AnOutsider I don't think anyone wants to take the bait on that one. Personally, sounds like your service center may have too many "dealer types" working there. I'd just take the correction and the valuable lesson of what it's like to deal with Tesla.�
Sep 25, 2015
Gizmotoy Right. The matter has been settled, and they're not going to risk making it worse by telling the owner what happened.
It sounds like nishy requested a change to the vehicle, and at the same time Tesla accidentally changed the calipers as well. So Tesla thinks it was at nishy's request, and nishy knows he made no such request. So they're doing him a "favor" by taking his word for it. There's some logic there, but at the same time, if they were going to make it right anyway, they'd have been better off simply claiming responsibility instead of making a big deal about it.�
Sep 25, 2015
dsm363 What exactly did they say that led you to believe they wanted you to grovel at their feet.
Either way we are talking about a color of brake calipers. Not the wrong car, wrong interior or wrong anything else. I still don't understand what happened initially. You say you had a final email configuration but you made some changes via phone? I've never ran into that level of treatment in 5 years dealing with the company. If that happened let their manager know but seems out of character for the company.�
Sep 25, 2015
AnOutsider Exactly. This is why I think it may be an issue with the mentality of the folks at the local service center. When I first got my car it was all about taking care of the customer -- now when something is done that should have been done anyway, my local SC is all about stressing that it was good will and that they'll do it THIS time.
Gee, thanks?
Not sure how that matters Dave? Whatever it was, if it was not as he had ordered it, he has the right to be upset.I can understand how something like this could've dampened the mood on delivery -- especially for a vehicle that costs this much. Sure, if in the end he decides it wasn't worth caring about, he can choose to accept it and move on, but I don't think it's for anyone else to dictate the level of importance someone else should put on a feature.�
Sep 25, 2015
nishy1 So they made the mistake. There were no changes after the order confirmation. Yet the design book on my tesla didnt have the red calipers on despite it being on the order conf. I made no changes and they omitted the calipers. Not life threatening or life ending which is why i was fine with the compromise. But it was hell at the delivery center. They made ME feel like crap for their mistake and made it clear i was wrong, occasionally making me feel like i was trying to con them out of something. The paper they showed me left me doubting my own memory and wondering whether i made a mistake after all.
well guess what? I didnt. They did. And instead of correcting it and being apologetic for the experience above - which you have to understand, totally overshadowed the entire experience and was really draining instead of being a memorable part of the buying experience - they made me feel like they were doing me a favor. Sorry but that is just ****** customer service. I'm not looking for anyone to kiss my ass but dont tell me youre doing me a favor when i ordered it that way in the beginning.
It's just crappy service and that rankles me. I dont mind if anyone disagrees with me but the facts are pretty clear and their reaction to their mistake has been incredibly arrogant.�
Sep 25, 2015
dsm363 And they are fixing it as they should. If he had a final email configuration and no changes were made afterwards by him then it's all on Tesla. If changes were made after than email and the final configuration wasn't re-verified then that might have been worthwhile thing to do. The fact they were trying to charge him extra for a no cost option on the final configuration is odd too. The service center treats customers very differently than the 5 I've dealt with so far and management should know.�
Sep 25, 2015
nishy1
no there isn't any logic. I never made any changes after the order confirmation. the process must involve some human order input on tesla's side because they omitted the calipers. no favors need doing, they just need to deliver what i ordered.
- - - Updated - - -
i made no changes after the final order conf. the issue the service center was quoting was their paperwork was different to the final order conf and they were saying that was my bad. replacing hte calipers i think costs money - $3000 - because its a convoluted process...
but to be clear here is the sequence:
Initial Order- 90D
Revised Order - P90D, same options, add calipers and spoiler
Order Conf - P90D, same options add calipers and spoiler
Received Vehicle - P90D, same options, spoiler and no calipers
see what i mean? It's odd. If they missed the changes to the final order conf, they would have delivered a regular 90D but they didnt....they just missed one thing.
- - - Updated - - -
One point of clarification. I'm not really mad at the SC. They were disappointed this conflict came up. The manager, Steve, was nice but they were adamant it was my mistake and couldn't/wouldn't do anything. I suppose I get that but they should have checked the final order conf email right? They were dealing with the configuration they were seeing online.
The issues here are with the fact that Tesla messed up their translation from the order conf to the final product. That's on them and the DS and the customer service people clearly don't give a damn.�
Sep 25, 2015
dsm363 Yeah. They messed up then. I'm glad they are fixing it for you but shouldn't have given you a hard time. Let their manager know. Might just be an old former dealership employee doing what they normally do. Very out of character for Tesla service centers. I wouldn't let this experience paint your view of every person who works for them. Good luck.�
Sep 25, 2015
Gizmotoy If you didn't call to make any changes, I agree, it doesn't make sense. I had assumed you did based on the earlier conversation you posted where they said "they saw a lot of changes in the order."
In that case, it's even worse than I had figured it was. Honestly, you should contact corporate. I don't know that they'll do anything other than offer an apology, but it's worth sharing your story. I think I still have contact info for someone who is at the top of the service center chain of command. Send me a PM and I'll try to dig it up.�
Sep 25, 2015
Max* I don't understand the mentality of lets blame the victim or look for reasons why the victim might be wrong.
The OP didn't screw up, he could've changed his order 1,000 times in the 1 week he had. Once he hits submit on his last change, and checks his confirmation email, it's out of his hands. Tesla can't say "well you changed you order during the 1 week we give you to change your order, so it's your fault".�
Sep 25, 2015
nishy1 I think at this time the matter is closed. Spoke to Tesla's regional service manager. She said the national team was aware. She was very nice and understanding and ultimately apologetic. There's not a lot more to say on the matter and as a gesture of goodwill, she is letting me keep the two services they initially offered to cover.
It's been unfortunate but onwards and upwards. Not sure there's anything else to gain by prolonging the discussion but i would say they apparently have a software glitch that didnt catch the issue - so beware!!! They also - and this i cant believe - don't have access to the order confirmation emails in the Delivery Center. Go figure. She's trying to use this instance to change that practice.
The calipers should be replaced next week too.�
Sep 25, 2015
dsm363 Glad to hear. And they learned something from it too.�
Sep 25, 2015
taurusking Good to know all went well Nishy�
Sep 25, 2015
pkz0125 I am glad it ultimately got resolved in your favor and kudos for standing up for yourself. You did say the matter is closed to I won't further comment on the issue but I would like to say something that might support your assertion above.
1. My order was placed on 8/14 and I got the email that it would be confirmed on 8/21. But it didn't get confirmed. I had to get my DS involved who after initial resistance and misunderstanding understood my problem and had to call HQ to get my order manually confirmed.
2. I had made multiple changes in my order during the first week; the last one on 8/20. Yet, even after the confirmation it kept showing the 8/19 confirmation in the 'model S order agreement' PDF. It finally did change (with correct information) long time after the confirmation but with the past date of 8/26.
The whole online car buying process had been counter-intuitive to me from the beginning so after every change I saved the PDF with the time stamp. After the order confirmation I saved that PDF too. Every time Tesla sent me an email or posted a document with my car's configuration I verified that it matched my original choices. Fortunately, it matched every time. I have the delivery on 9/29 and I am hoping that the actual car will match my order. I could go on about the poor web experience but that's for another day.
Finally, let me just say your car looks great. Just go for a weekend getaway. Maybe the whole driving experience will make you forget the sour experience.�
Sep 25, 2015
JenniferQ Thank you for this thread. I made sure to print out a hard copy of what I ordered for 'just in case.'�
Sep 26, 2015
jimmyjohn Is this a medical condition that I've never read about?�
Sep 26, 2015
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