Tesla has publicly challenged a recent Reuters article, describing it as “wildly misleading” and “riddled with incomplete and demonstrably incorrect information.” The electric car manufacturer criticized the article for suggesting a large number of dissatisfied customers, a claim Tesla refutes by highlighting its high customer retention rates.
The disputed Reuters headline, “Tesla blamed drivers for failures of parts it long knew were defective,” was countered by Tesla, stating that most of the 120,000 vehicle repairs mentioned were covered under warranty. Tesla argued that the article’s portrayal of a customer’s post-crash component as a failed part was misleading, emphasizing that such damages are typically not covered by warranties and are instead a matter for insurance.
Tesla also addressed accusations of conflating a noise-related issue with unrelated service actions, insisting on its transparency and honesty with safety regulators worldwide. The company outlined its service principles, emphasizing efficient and customer-focused repairs, with no incentive for technicians to profit from repairs. Tesla highlighted its approach to maintenance, referencing a study naming it the “cheapest luxury car brand to maintain.”
Reuters published an article that leads with a wildly misleading headline and is riddled with incomplete and demonstrably incorrect information.
This latest piece vaguely and nonsensically suggests there are thousands upon thousands of disgruntled Tesla customers. It’s…
— Tesla (@Tesla) December 27, 2023
The company accused Reuters of cherry-picking facts, leading to a skewed portrayal of Tesla’s customer experience. Contrary to the article’s implications, Tesla stated that the majority of its customers are satisfied and often repeat buyers. Tesla reaffirmed its commitment to safety, ease of maintenance, and promoting sustainable energy.
In response to the controversy, Tesla emphasized its advanced vehicle telemetry system, which it claims allows for rapid identification and resolution of issues, a feature it considers a major safety advantage.
Tesla concluded by reiterating its goal of making every customer a lifelong member of the Tesla family, despite what it perceives as biased reporting by some media outlets.
Despite not having a public relations department anymore, Tesla is still able to leverage social media to fight fear, uncertainty and doubt from outlets such as Reuters.
