Tom_Spangler (Forum Supporter) said:
Guys. The issue isn't that Teslas exaggerate their range. Everyone does that. The issue is that they created a special team specifically to cancel customer complaints about range:
Inside the Nevada team’s office, some employees celebrated canceling service appointments by putting their phones on mute and striking a metal xylophone, triggering applause from coworkers who sometimes stood on desks. The team often closed hundreds of cases a week and staffers were tracked on their average number of diverted appointments per day.
Gotta actually read the article, folks.
I'm actually not too bothered by that on the surface. Their service centers were heavily backlogged, so they formed a team specifically to remotely address range complaints so those customers wouldn't have to wait for a physical visit to a service center, and the service center techs could focus on actual service instead of range complaints. Customers and service centers would both benefit.
The part that crosses the line IMO is this:
"If the remote diagnostics found anything else wrong with the vehicle that was not related to driving range, advisors were instructed not to tell the customer, one of the sources said. Managers told them to close the cases.
Tesla also updated its phone app so that any customer who complained about range could no longer book service appointments, one of the sources said. Instead, they could request that someone from Tesla contact them. It often took several days before owners were contacted because of the large backlog of range complaints, the source said."
" The team was expected to close about 750 cases a week. To accomplish that, office supervisors told advisers to call a customer once and, if there was no answer, to close the case as unresponsive, the source said. When customers did respond, advisers were told to try to complete the call in no more than five minutes.
In late 2022, managers aiming to quickly close cases told advisors to stop running remote diagnostic tests on the vehicles of owners who had reported range problems, according to one of the people familiar with the diversion team’s operations.
“Thousands of customers were told there is nothing wrong with their car” by advisors who had never run diagnostics, the person said."