On February 23, 2022, a damning report was published by Reuters alleging that Tesla had breached warranties for some customers who experienced parts failures, despite the company being aware of the issue. The report cited internal documents, revealing repeated upper and lower control arm failures, as well as steering rack and axle failures, on several of the company’s models. The investigation claimed that Tesla charged customers for these repairs, which were supposedly under warranty.
A week later, on March 2, 2022, Tesla responded to the report, calling it “demonstrably incorrect” and refuting the allegations made by Reuters. The auto giant used its official social media platform, owned by CEO Elon Musk, to address the claims made by Reuters.
According to Tesla, the article was “wildly misleading,” “incomplete,” and “incorrect.” The company stated that the report suggested that there were thousands of unhappy Tesla customers, which it called nonsensical. It refuted the claim by pointing out that customer retention at Tesla is among the best and highest in the industry. Tesla also accused the report of using a selective approach to journalism, resulting in the truth being lost and painting a false and misleading picture of the company.
Tesla’s response to the article through its social media platform rather than directly to Reuters journalists was noted, highlighting the company’s unique approach to public relations. Tesla has long opted not to have a traditional public relations department and instead uses its director’s social media platform or its website to convey messages.
While Tesla refuted certain claims made by Reuters, it did not dispute the report’s claim that owners of older cars had to pay for approximately 31,000 repairs and that a wheel had allegedly fallen off a Tesla Model 3 while traveling at 100 km/h. However, Tesla argued that a photograph of the damaged wheel shown by Reuters did not depict a defective component, but a post-accident component that was damaged while attempting to reduce the adverse effects of a collision.
The electric car maker also denied the authenticity of an alleged internal document showing the wheel incident, claiming that a prior accident had caused the repair to not be covered under warranty.
Tesla’s response to the Reuters report has generated significant attention and debate, raising questions about the company’s policies regarding warranty claims and customer service. It remains to be seen how the situation will unfold and what impact this controversy will have on Tesla’s reputation in the electric vehicle industry.
This controversy comes at a time when Tesla is facing increasing scrutiny and competition in the electric vehicle market. As the industry continues to evolve and expand, incidents like this can have a significant impact on consumer trust and perception. It will be interesting to see how Tesla addresses these issues and whether it can maintain its position as a leader in the electric vehicle market.
In conclusion, the controversy surrounding Tesla’s response to the Reuters report raises important questions about the company’s practices and policies. As the electric vehicle market continues to grow, issues related to warranty claims and customer service will be crucial for Tesla’s continued success. We will continue to monitor developments in this story and provide updates as they become available.