Tesla
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Not the tech-forward purchase experience I was expecting...
I am disappointed to have to write a negative review before I even take delivery of a Tesla. Whilst it's clear to me that Tesla have, by and large, an excellent product, it is equally clear that important aspects of their customer service fall very short of what might be acceptable, let alone excellent. For a tech-forward company that has had a considerable number of years to hone its customer facing processes, I was shocked to find that significant aspects of the pre-purchase and delivery processes are not well integrated, leading to an underwhelming customer experience and falling well short of my average expectations. My complaints fall into the following categories: Finance deals available via the Tesla app/website are not actually available from their finance partner (Santander). I was, for example, unable to apply for a 12 month initial rental personal contract hire deal with Santander, even though Tesla was happy to take an order on that basis in their app. Finance approval took an inordinate amount of time by modern standards, with Santander taking 4 days to approve my application and an indeterminate amount of time thereafter to file “paperwork” with Tesla. Tesla will fix but then unilaterally move delivery dates. They understandably need finance to have been approved before delivery but once approved, they then introduced a new hurdle, advising that they needed to await the receipt of “paperwork” from Santander before they could release the car, introducing additional collection delays. In total (so far) they have moved my delivery (collection) date 3 times, the last two of which were without prior consultation. This has caused me genuine inconvenience and expense. Let’s hope things get better henceforth.