Well Tesla could change that. There's zero reason for the owner's insurance company to be involved. They should admit to the f--k up, replace the car, and give some bonus for the mess.
In most of the parking spot, if you read the terms it'll say they don't assume any responsibility for the car. That is the parking is not insured and thus you have to rely on your insurance policy.
Is this known by experience, reliable source, or just something everyone "knows"? Because when I was a mechanic (albeit some 25 years ago), if a car falls off the lift, best be on the horn with the shop's insurance company. Hey, the car was in fine shape when I brought it in, don't be telling me to call my insurance company.
But things might have changed in the time intervening. Regardless, it's poor form for Tesla to just immediately lawyer up.
You have got to be kidding me.
Tesla is in the wrong, and even if their insurance is going to handle it, there is absolutely no reason for the service centre to absolutely ghost this customer. They are not returning calls or answering email.
They could call and say, "We are sorry this happened, the insurance will handle it, apologies." Simple. This is not a criminal trial.
That's how things are expected to work among large corporations which have terrible NPS scores ("net promoter score", basically how "loved" the company is by the public).
Tesla has an NPS score of 97. This is an impossibly high, legendary score.
The fact that they are willing to jeopardize this score over something like this is just... extremely short-sighted.
(oh, and the on-board system still boots even after additional high-pressure cleaning: https://www.youtube.com/watch?v=P5_J5h2UFiY)
Follow some the Elon Musk mentions on Twitter. There are many cases of people not being able to contact their service centre, or people being told it will be months for basic repairs (like a new windshield) that are resorting to pleading to him on Twitter. I've never seen anything like it.
> "They completely disregarded that I am a CONSUMER and deserve answers."
This is where I start suspecting there's more to the story than the author indicates. This kind of entitled "the customer is always right" attitude is exactly how you get treated in a legalistic way.
Of course Tesla should apologize for their mistake and make it right, but if the customer was threatening or rude to their employees they have every reason to give a cool response.
Worse than a bad customer is the companies that enable their shitty behavior. I hope Tesla sides with its good employees over bad customers, if that is the case here.
After said employees trashed an $85K car through neglect? Yeah, you better be biting your tongue while giving your biggest smile while you try to explain to the customer how your trashed a car worth more than some houses in the U. S., and how you're not in any particular hurry to correct that. And if the customer yells at you a little bit, or says rude things, be glad that's the worst of it.
He specializes in rebuilding and salvaging Teslas and is pretty big in that community. He has a few videos on the shady behavior Tesla engages in.
For example: https://www.youtube.com/watch?v=Tl2UjK6fJ1w
Tesla refused to do recall work on defective airbags in an owners car as mandated by the NHTSA until the NHTSA got involved directly in the case. They're literally willing to kill you to save a few bucks.
I hope Tesla makes it, but things are looking pretty grim these days.
