2023-05-26 19:02:00
And insider of Tesla transmitted 100 GB of data to a German media. Among these Tesla Files, which represent 23,000 files, data that overwhelms the manufacturer.
Recently, complaints against Tesla are multiplying. One of them targets the manufacturer for an update that would have reduced the autonomy of its electric cars.
Another, more serious, targets the manufacturer for the circulation of personal data within the company. Former employees had warned that videos of customer cars had circulated among Tesla’s ranks.
A person inside the company thus transmitted 100 Gigabyte of data to the German magazine Handelsblatt. And this transmission of data corroborates the statements of former employees, since the names of customers and their contact details appear freely there. This is what allowed Handelsblatt to fact-check the sometimes damning information found in these files.
“My Autopilot almost killed me”
Another bleak point for Tesla: the phantom braking of its Autopilot. The manufacturer has very often denied the existence of these extreme and unexpected slowdowns in its models. However, the documents show knowledge of the problem via customer complaints.
Also according to Handelsblatt, the Tesla Files contain more than 1,500 complaints about the brakes. This involves 139 cases of unplanned braking, and 383 phantom braking after a collision alert for no reason.
There are also 2,400 complaints of car acceleration due to Autopilot. A table lists 3,000 incidents and more than 1,000 accidents due to Autopilot. Some complaints show customers’ fear: “My Autopilot almost killed me”.
Handelsblatt contacted customers who confirmed the information in the Tesla Files. But overall, customers did not feel supported by the brand. The reason for this? Tesla explicitly instructed its employees not to compile evidence from customer complaints.
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No written record of complaints
In these troublesome files, we also see how Tesla managed the after-sales service of dissatisfied customers. The directives given by the management to the employees were clear: to cover the rear of the company as much as possible.
This meant that for all “technical review” of a car, employees had to write their comments “for internal use only”. And to make sure nothing falls on Tesla, customers had to have information « verbal » about their problem.
“Do not copy and paste the report below into an email or text message, or leave it in a voicemail message to the customer”reads as an instruction on the subject of intervention reports.
Anyone who has worked in an after-sales service knows how much transparency is the key to a good customer relationship. Not keeping a written register of incidents accessible to the customer is, in this sense, an aberration.
The fact that this lack of written communication also affects customers who have suffered accidents is more serious. Indeed, the manufacturer was kept away from problems that it had however caused via a faulty system.
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