New Tesla Owner Experience

GetHuman-patkcurt's Complaint issue with Tesla Motors from March 2021

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The issue in GetHuman-patkcurt's own words
Dear Customer Service Manager,**I enjoy the autopilot and other features in my new Tesla Model Y. I picked it up December **, ****, from the Chicago-West Grand Avenue Store. I have had a number of experiences as a new owner that I would like to bring to your attention. While individually some of these seem small, taken together they seem like death from a thousand papercuts. **On March ** I spoke with David Mayo, who was courteous and professional. I explained that I wanted to speak with the sales manager, but he said there is none at Chicago-West Grand. When I explained my experience, he promised someone would contact me. One week later I heard nothing. Following are my experiences:****On delivery day I was sent a text to pick up my car in the parking lot of the store and drop off the paperwork. I understand the need to be socially distant due to the COVID pandemic. When I arrived, I called the store and they indicated I should find my car on my own. I joined two other parties in the parking lot and we were all confused about the process. I saw a Model Y with the same color I ordered, but there was nothing to indicate it was mine. An envelope on the seat had no name on it. Frustrated, I called the store again and insisted someone help us out. I don’t understand why someone didn’t offer to help when I first arrived.***The car was only half charged on delivery day.***My sales associate, Brenda Coan, sent me a text on December ** to see how the delivery went as she was not present on the **th. When I described my frustrations, she did not respond.***The frame for the front license plate was not mounted. When my license plates arrived, I was told to follow the do it yourself instructions to attach the frame. It was ** degrees Fahrenheit, not unusual for Chicago in January, and the tape did not stick. I called service to have it attached. I don’t understand why it was not attached before I picked it up.***The driver side rearview mirror did not have enough range of motion to see adequately. I called Service and they adjusted it. The service person indicated it was a known flaw. Why wasn’t it addressed before I took delivery?***Five weeks after delivery I had a flat tire. On January ** I brought the car to the Tesla Service Center at **** N. Elston in Chicago. They indicated that a bolt caused the damage and it could not be repaired. The tire is not included under warranty and they could not guarantee when they would have a replacement tire. I asked if they could recommend a tire company to replace it. The attendant said “No”. I called several tire companies while at the Service Center. They had questions that I needed help answering. The Tesla employee fed me the information, but also suggested I go out and read the information on the tire. I don’t understand why he couldn’t have given me a tear sheet with the tire requirements. I found a tire repair place * blocks from the Service Center. I don’t understand why Tesla couldn’t partner with a tire company as they could not guarantee replacement.***I was promised a year free charging for the year end sales promotion. I was told I would be notified when the initial date of the service would begin. I called Tesla several times in January and emailed sales rep Brenda Coan January **, to determine my effective charging date. Brenda did not respond to my email, so on January ** I spoke with an employee at the Chicago-Grand Avenue store. He indicated that no one knows when the promotion began and I would not get a notice. He suggested I bring my car to a supercharging station and see what happens. I went and was not charged. How many weeks of free charging did I miss?**In summary, I owned Toyota cars for ** years prior to buying a Tesla. I had excellent customer service with Toyota. My Tesla’s price is double what I paid for my last Toyota. I am very disappointed in the “Do it yourself” philosophy I’ve encountered with Tesla. **I am concerned that as other auto companies adopt autopilot, the Tesla customer service issues will impact my investment in the car. I would appreciate your comments and feedback. **Regards,**Patrick Curtin*PatkC*****@***.com

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Tesla Motors

Complaint issue
Reported by GetHuman-patkcurt
Mar 26th, 2021 - 2 years ago
Not resolved
Seen by 81 customers so far
Similar issue to 279 others
0 customers following this


GetHuman-patkcurt started working on this issue
Mar 26th, 2021 3:37am
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Mar 26th, 2021 3:37am