Tesla's communication weakness

SoFlaModel3

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#1
It's safe to say that I love Tesla to the extreme and the story that I'm going to share would have already ended with a disputed charge if they were literally any other vendor yet I have not disputed the charge with Tesla.

  • 2/24/2018 - I order a t-shirt from Tesla.com
  • 2/24/2018 - I receive an automated order confirmation
  • 3/20/2018 - I reply to the order confirmation and ask for a status on my order
  • 3/22/2018 - "JOhn" (yes that's how he spells his name in his signature which includes no other details like a direct email, phone number, title, or last name) replies and says that my order will be refunded due to lack of inventory and an inability to fulfill the order
  • 3/22/2018 - I thank John for the reply and corrective action
  • 3/31/2018 - I reply back to John asking for a status on the refund
  • 4/6/2018 - I reply back to John asking for a status on the refund
  • 4/10/2018 - I forward my reply to onlineorders@tesla.com
Crickets...

What happened? We're talking about $33.92 not some earth shattering amount, but it's the principle behind it and the poor communication that I find to be Tesla's one major weakness that bothers me.
 

Bokonon

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#2
What happened? We're talking about $33.92 not some earth shattering amount, but it's the principle behind it and the poor communication that I find to be Tesla's one major weakness that bothers me.
Completely agree, down to the "I'd dispute the charge with any other vendor."

I just get the feeling that they are woefully understaffed in a variety of customer-facing departments, and they haven't been able to hire fast enough. They currently list ~3000 open positions on their Careers site, and over half of them are in Sales and Service. And that's before you consider the fact that they will likely hire multiple people for some of those positions... e.g., there's no way they only need to hire a single "Customer Support Specialist" across all of North America.
 

TesLou

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#3
I posted in another thread about my displeasure with the shopping experience with Tesla. In that thread I said I thought they only had a part time worker in the online shop who fulfilled orders “whenever”.
 

SoFlaModel3

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#4
Well I have reached the end of frustration and given that its $33.92 I simply can't put anymore time into this, so I went ahead and disputed the charge. I understand being overwhelmed with volume, but communication to the customer is critical and it's a failure point right now.
 

Quicksilver

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#5
Well I have reached the end of frustration and given that its $33.92 I simply can't put anymore time into this, so I went ahead and disputed the charge. I understand being overwhelmed with volume, but communication to the customer is critical and it's a failure point right now.
Sorry to hear of your T-Shirt problem. My wife ordered a Tesla T-shirt for me for my birthday back in late March. Received it 1st week of April and so it seems like it went smoothly. :) Hope you get no more issues out of the order.
 

SoFlaModel3

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#6
Sorry to hear of your T-Shirt problem. My wife ordered a Tesla T-shirt for me for my birthday back in late March. Received it 1st week of April and so it seems like it went smoothly. :) Hope you get no more issues out of the order.
Thanks! Yes, I previously ordered 2 shirts and got them quickly. I guess I picked a popular one or for that matter one that isn't popular and won't be replenished.
 

John

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#7
I ordered a Lightning cable a while back and have no idea when that thing will get here.