My Tesla Used Inventory Buying Experience
Discussion
I purchased a 2016 Model S last week online from Tesla Used Inventory and arranged collection today from the Birmingham dealership. The buying experience is certainly rather oddball in that there's no way to view the car prior to purchase and you're expected to pay, in full, before collection. The best you get is a gallery of pictures along with a 360* view of the car. among these pictures are highlighted parts to show any 'possible imperfections'.
The pictures I was sent of the car looked good... there were quite a few imperfections highlighted, but these were mostly around slightly soiled seat areas, some superficial scratches on the stainless steel sill plates, some small marks on one of the interior door handles and some paint chips on the leading edge of the bonnet. Nothing unexpected and very minor issues, hence why I was happy to purchase the car sight unseen.
When we turned-up to collect the car (after a 1 hour+ drive from Northamptonshire) I had a good look around it and was surprised (and more than disappointed) to find many more 'imperfections' than were highlighted in the pictures I was sent prior to purchase. There were several small paint chips through to the metal on a few panels, a small chip/scuff on one of the alloys, a weird-looking blemish in the paint on the front bumper area, a graze/rip in the leather on the lower part of the dash, a significant scratch on the leading edge of the rear bumper, one of the ultrasonic parking sensors was pushed-in slightly on the front bumper and, most seriously, quite a large area (~3" long) of corrosion on the leading edge of the NSR door that was bubbling through the paint. None of these issues were highlighted pre-purchase in any of the pictures I was sent.
The woman I dealt with was apologetic and admitted these areas should've been highlighted and were missed during inspection and told me she'd 'see what she could do' with the delivery team. We waited for about 30-40 minutes while this happened and, when she came back, we were told that the various stone chips and alloy wheel marks were 'within spec'. The door rust, grazed/torn dash leather and paint blemish on the front bumper were items they'd be prepared to 'look into'. However, she was unable to commit to anything other than saying their refurbishment team (which aren't part of the Birmingham dealership) would have to inspect the defects and come back with a response on what could be done. Having already agreed a sale on my existing daily driver, I asked if I could take the car, as planned, today and return it at a mutually-convenient time for the work to be done. The response to this was that I was welcome to drive the car away today, but, in doing so, I would be accepting its condition 'as is'! Not impressed at this point.
In the end, I reluctantly agreed to leaving the car with them and have been promised a call back tomorrow afternoon with an update on what the refurbishment team come back with.
I also took them to task on the wisdom of sending detailed pre-purchase pictures with imperfections specifically high-lighted, if customers are then to be told that additional imperfections (chips, small scuffs, etc) are 'within spec'. Nowhere on the Tesla website can I find anything that sets expectations around the cosmetic condition of used inventory and what would be considered 'within spec'. Clearly, this is especially important to get right when the customer is buying sight unseen. Not sure why Tesla don't operate along similar lines of the car rental companies, where damage up to a certain size is considered acceptable.
By the dealer's own admission, this has not been a great customer experience and I'm now hoping and expecting Tesla to make things right.
I've attached pics of the areas I'm referring to.
Anyone else had less than positive buying experiences? Did Tesla make things right?
The pictures I was sent of the car looked good... there were quite a few imperfections highlighted, but these were mostly around slightly soiled seat areas, some superficial scratches on the stainless steel sill plates, some small marks on one of the interior door handles and some paint chips on the leading edge of the bonnet. Nothing unexpected and very minor issues, hence why I was happy to purchase the car sight unseen.
When we turned-up to collect the car (after a 1 hour+ drive from Northamptonshire) I had a good look around it and was surprised (and more than disappointed) to find many more 'imperfections' than were highlighted in the pictures I was sent prior to purchase. There were several small paint chips through to the metal on a few panels, a small chip/scuff on one of the alloys, a weird-looking blemish in the paint on the front bumper area, a graze/rip in the leather on the lower part of the dash, a significant scratch on the leading edge of the rear bumper, one of the ultrasonic parking sensors was pushed-in slightly on the front bumper and, most seriously, quite a large area (~3" long) of corrosion on the leading edge of the NSR door that was bubbling through the paint. None of these issues were highlighted pre-purchase in any of the pictures I was sent.
The woman I dealt with was apologetic and admitted these areas should've been highlighted and were missed during inspection and told me she'd 'see what she could do' with the delivery team. We waited for about 30-40 minutes while this happened and, when she came back, we were told that the various stone chips and alloy wheel marks were 'within spec'. The door rust, grazed/torn dash leather and paint blemish on the front bumper were items they'd be prepared to 'look into'. However, she was unable to commit to anything other than saying their refurbishment team (which aren't part of the Birmingham dealership) would have to inspect the defects and come back with a response on what could be done. Having already agreed a sale on my existing daily driver, I asked if I could take the car, as planned, today and return it at a mutually-convenient time for the work to be done. The response to this was that I was welcome to drive the car away today, but, in doing so, I would be accepting its condition 'as is'! Not impressed at this point.
In the end, I reluctantly agreed to leaving the car with them and have been promised a call back tomorrow afternoon with an update on what the refurbishment team come back with.
I also took them to task on the wisdom of sending detailed pre-purchase pictures with imperfections specifically high-lighted, if customers are then to be told that additional imperfections (chips, small scuffs, etc) are 'within spec'. Nowhere on the Tesla website can I find anything that sets expectations around the cosmetic condition of used inventory and what would be considered 'within spec'. Clearly, this is especially important to get right when the customer is buying sight unseen. Not sure why Tesla don't operate along similar lines of the car rental companies, where damage up to a certain size is considered acceptable.
By the dealer's own admission, this has not been a great customer experience and I'm now hoping and expecting Tesla to make things right.
I've attached pics of the areas I'm referring to.
Anyone else had less than positive buying experiences? Did Tesla make things right?
HTP99 said:
Nope as the OP travelled to a dealer to collect it, once you set foot in the dealer or wherever you collect it from it isn't distances selling, if the car was dropped to the OP's house then it would have been distance selling.
Actually, I am covered by DSR (now called Consumer Contracts Regulations) as I paid for the car, in full, online. That was a key deciding factor, since the risk of buying sight unseen is mitigated (very glad for these regulations at the moment!)Just to follow-up on this after reading some of the replies to my original post...
I did consider a Model 3, but I believe there's a waiting list and I'm also wary of the depreciation that car would suffer when purchased new. The Model S was more of a 'known quantity'.
With regards to demanding an immediate refund, I want to give Tesla a chance to put things right before I start coming down heavy on them. I was happy with the deal I got on the car... it's the model I want, the mileage is relatively low, it's had 4 brand new Michelin Pilot Sport 3 tyres fitted, it comes with free unlimited Supercharging and, being a Tesla inventory car, comes with 4-year / 50k miles bumper-to-bumper warranty (same coverage as new). If they put things right and do so quickly, I'm more than happy to keep the car.
Have been promised a call back this afternoon, so will keep this post updated.
PS. I referred to the paint blistering on the NSR door as 'rust'. Of course, it's aluminium so corrosion rather than rust. Looks like the paint was chipped, likely by grit being thrown-up from the front tyre and moisture has got under the paint and allowed corrosion to set-in causing blistering.
I did consider a Model 3, but I believe there's a waiting list and I'm also wary of the depreciation that car would suffer when purchased new. The Model S was more of a 'known quantity'.
With regards to demanding an immediate refund, I want to give Tesla a chance to put things right before I start coming down heavy on them. I was happy with the deal I got on the car... it's the model I want, the mileage is relatively low, it's had 4 brand new Michelin Pilot Sport 3 tyres fitted, it comes with free unlimited Supercharging and, being a Tesla inventory car, comes with 4-year / 50k miles bumper-to-bumper warranty (same coverage as new). If they put things right and do so quickly, I'm more than happy to keep the car.
Have been promised a call back this afternoon, so will keep this post updated.
PS. I referred to the paint blistering on the NSR door as 'rust'. Of course, it's aluminium so corrosion rather than rust. Looks like the paint was chipped, likely by grit being thrown-up from the front tyre and moisture has got under the paint and allowed corrosion to set-in causing blistering.
kuro68k said:
Tesla downgraded their refurb process last year. It's even worse in the US, they don't even bother vacuuming it out so you end up with the previous owners toenails and pubes all over the place. Yours is actually in good condition in comparison to what people over there have been reporting.
"Within spec" is Tesla speak for "F.U. take it or leave it".
Yeah, have read some horror stories from folks in the US!"Within spec" is Tesla speak for "F.U. take it or leave it".
My car had been valeted and was immaculately-presented... looked impressive and immaculate from arm's length. It was only on close inspection that it started to unravel.
The most serious issue, and a deal-breaker unless they fix it, is the corrosion on the door.
Overall, the car looked very well cared-for, so I'm hoping Tesla will come back with an amicable solution.
Still waiting for the call back... giving them until 4pm.
Update time...
Tesla called @ 3:52pm and confirmed all 3 issues would be dealt with (that's the graze/rip on the lower dash panel, paint blemish on the front bumper and corrosion / paint blistering on the NSR door). They couldn't commit to a timeline to get everything fixed, but have offered a courtesy car (Model S with free Supercharging), which they'll be delivering to my home address tomorrow morning.
On a side note, I was told to expect a call from the pre-sales guy I was dealing with (Pieter Rust) to discuss the smaller imperfections (stone chips, etc) I noticed that weren't flagged on the pictures I was sent prior to purchase.
I've asked for details of the extent of the repair work that will be done to the door, so I can be satisfied it will be done properly and they've committed to providing an update on that (and timelines) in the early part of next week.
So, Tesla (so far) have come good.
Watch this space.
Tesla called @ 3:52pm and confirmed all 3 issues would be dealt with (that's the graze/rip on the lower dash panel, paint blemish on the front bumper and corrosion / paint blistering on the NSR door). They couldn't commit to a timeline to get everything fixed, but have offered a courtesy car (Model S with free Supercharging), which they'll be delivering to my home address tomorrow morning.
On a side note, I was told to expect a call from the pre-sales guy I was dealing with (Pieter Rust) to discuss the smaller imperfections (stone chips, etc) I noticed that weren't flagged on the pictures I was sent prior to purchase.
I've asked for details of the extent of the repair work that will be done to the door, so I can be satisfied it will be done properly and they've committed to providing an update on that (and timelines) in the early part of next week.
So, Tesla (so far) have come good.
Watch this space.
JPJPJP said:
Sounds like they are at least tyring
I would have been inclined to go for the refund and look for another car. As long as you have the use of a loaner, I don't suppose there is any harm in them taking ages to put that one right
Just be sure that you retain your right to reject & claim a full refund (under DSR) if the renovations aren't up to spec. You don't want accepting the loaner / renovations to invalidate, or make difficult, any claim you have under those rights.
I don't want a refund as I got the car for a good price and it's the variant I want, comes with free lifetime Supercharging and the 4-year / 50k-mile warranty. Except for the issues I've mentioned in this thread, the car was immaculate.I would have been inclined to go for the refund and look for another car. As long as you have the use of a loaner, I don't suppose there is any harm in them taking ages to put that one right
Just be sure that you retain your right to reject & claim a full refund (under DSR) if the renovations aren't up to spec. You don't want accepting the loaner / renovations to invalidate, or make difficult, any claim you have under those rights.
Until I actually take delivery of the car, the clock for DSR / Consumer Contracts Regs doesn't start ticking, so all good there.
Dave Hedgehog said:
Problem is there is no way of knowing the history of that car or the condition it was in, it could have had a dodgy repair at some point in its past the same as the OPs rusting car
Tesla have made what a million cars now, I doubt the number that have caught fire is even statistically significant, but 4 people post something on the web and the worlds coming to an end lol
Petrol cars catch fire as well
One thing I don’t get is why buy a well used S when for similar money you can get a M3 perf with ver 3 batteries ?
OP here... the car hasn't had a 'dodgy repair' and I wouldn't call it a 'rusting car'. It had a small area of blistering paintwork due to stone chip damage having caused moisture ingress and oxidisation of the aluminium door panel in that area. Just want to keep things in perspective!Tesla have made what a million cars now, I doubt the number that have caught fire is even statistically significant, but 4 people post something on the web and the worlds coming to an end lol
Petrol cars catch fire as well
One thing I don’t get is why buy a well used S when for similar money you can get a M3 perf with ver 3 batteries ?
Re. Model 3, it's a bit of an 'apples to oranges' comparison. The Model 3 is a smaller car and is a saloon rather than a hatchback and is, to my eyes, not as nice to look at as a Model S. It's also not pitched as a larger luxury car like the Model S, but more an affordable entry-level EV to compete with ICE cars like the 3-series and Audi A4, etc. Also, the Model 3 is very-much an unknown quantity in terms of both reliability and depreciation. Oh, and there's a waiting list. All these were reasons I, personally, wanted a Model S rather than a Model 3. Having said that, the Model 3 does look like a compelling proposition and I did consider it.
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