Why My Switch to a Tesla Model Y Left Me Frustrated
The excitement of upgrading from a 2021 Tesla Model 3 to a 2024 Model Y was completely overshadowed by the aftermath of Tesla's recent layoffs. This is a firsthand recount of how reduced personnel at Tesla turned what should have been a celebratory moment into a stressful ordeal.
The Journey to Get My New Tesla
My husband and I were hopeful about dealing with Tesla's new South Burlington, Vermont Center, being a conveniently short drive away. However, the center wasn't yet equipped for lease returns or new deliveries, with staff offering vague timeframes of 'weeks to months.' The uncertainty continued even when I reached out to Tesla's customer service in Las Vegas, leaving me puzzled about who was in the know.
Left with no other option, we had to take a five-hour drive south to the Tesla Center in Paramus, New Jersey. Navigating the leasing process through the Tesla app was the next hurdle. Initially assigned a delivery date that was impossible, my attempts to contact customer service were met with non-responsive phone lines and automated messages that paradoxically reassured me of their 'concern.'
A Soaring Disconnect
Without the ability to confirm our delivery date, Tesla canceled our car. My prior positive experiences with Tesla had vanished along with the staff who used to handle my concerns personally. My ownership loyalty advisor, based in Fremont, became unresponsive.
Desperate, I sent multiple emails and texts only to get a delayed apology and see my desired Model Y restored to our account. Even after restarting the lease process, my finance application was stuck in limbo, requiring a complete re-submission. The backlog due to the enticing 0.99% APR offer stretched the already thin, overworked employees to their limits.
The night before our scheduled pick-up, I finally received finance approval, only to be thwarted by persistent app errors. After frantic pleas for support, a Las Vegas customer service rep intervened, pushing my lease acceptance through. This ordeal already marred an experience that should have been seamless.
A Grim Reception
Arriving at our 3 pm appointment, Tesla Center reps were candid about the layoffs' aftermath. They spoke openly about the low morale, overwhelming workload, and sadness over lost colleagues. Their transparent discussion revealed how widespread the dissatisfaction is within Tesla's ranks.
We were left alone here [no layoffs] because we're a major distribution center. But Springfield [NJ] got wiped out. Sometimes some of us go down there to help them. We want you to share that everyone's morale is low. We are overworked and understaffed, and we feel sad for our friends who were our colleagues who lost their jobs. This has been really, really bad.
Despite the strain, the in-person swap of my Model 3 for the Model Y was efficient, a testament to the commitment of the remaining Tesla staff. Their professionalism couldn't mask the effects of personnel cuts on the overall customer experience.
Reflecting on the Experience
Enthusiastically choosing to invest in Tesla again felt like a mistake. Elon Musk's layoffs had significantly tainted the experience—from strained customer service to demoralized employees. Recalling my joyous experience buying a Model 3 three years ago, this latest encounter felt disheartening in contrast.
Sharing my ordeal with colleagues, their insights deepened my understanding. Jamie highlighted how Musk's shareholder incentives are a stark contrast to the layoffs' ramifications. Fred added that Tesla's harsh layoff execution—informing employees post-shift or pulling credentials without notice—further dampened morale.
Considering abandoning Tesla crossed my mind more than once during this painstaking process. The love for driving Teslas and the competitive deal for the Model Y kept me committed, albeit reluctantly. As I grip my Model Y's steering wheel, mingling joy with poignant disappointment, I ponder my future with Tesla.
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