It has faced thousands of complaints from customers disappointed by the vehicles’ real-world performance. The automaker’s estimates of its electric vehicles’ driving range have been among the most aggressive in the industry. The Austin, Texas-based electric carmaker deployed the team because its service centers were inundated with appointments from owners who had expected better performance based on the company’s advertised estimates and the projections displayed by the in-dash range meters of the cars themselves, according to several people familiar with the matter.Ī Tesla logo shown outside a Beijing showroom. Last summer, the company quietly created a “Diversion Team” in Las Vegas to cancel as many range-related appointments as possible. What Ponsin didn’t know was that Tesla employees had been instructed to thwart any customers complaining about poor driving range from bringing their vehicles in for service. He later received two text messages, telling him that “remote diagnostics” had determined his battery was fine, and then: “We would like to cancel your visit.” Ponsin contacted Tesla and booked a service appointment in California. “We’re looking at the range, and you literally see the number decrease in front of your eyes,” he said of his dashboard range meter. He soon realized he was sometimes getting less than half that much range, particularly in cold weather – such severe underperformance that he was convinced the car had a serious defect. He expected to get something close to the electric sport sedan’s advertised driving range: 353 miles on a fully charged battery. In March, Alexandre Ponsin set out on a family road trip from Colorado to California in his newly purchased Tesla, a used 2021 Model 3.
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