"[Quoting Elon]'The final leg of his trip was 61 miles and yet he disconnected the charge cable when the range display stated 32 miles. He did so expressly against the advice of Tesla personnel and in obvious violation of common sense.'

"The Tesla personnel whom I consulted over the phone – Ms. Ra and Mr. Merendino – told me to leave it connected for an hour, and after that the lost range would be restored. I did not ignore their advice."

If I had to guess, I'd bet they talked to him on the phone, saying "Try plugging it in for an hour, that should fix it", figuring after an hour he would call them back if it needed more charge. He didn't call them back, and instead set out knowing he was about to be stranded and have a great story, since he could always claim "Well I followed their advice to the letter! It's their fault!"