Tesla suppressed thousands of range complaints using secret 'diversion team'
Reuters released a special report Thursday detailing an investigation into claims that Tesla (NASDAQ:TSLA) manipulated the dashboard displays in its electric vehicles to artificially enhance driving range projections. The report further explains the existence of a «Diversion Team» within the company to cancel range-related service appointments, leading to customer dissatisfaction and range anxiety.
According to the investigation, Tesla began exaggerating its vehicles’ potential driving distance about a decade ago. However, when the battery fell below 50%, the algorithm would show drivers a more realistic projection of their remaining range. According to an unnamed source familiar with the matter, the predicted range would begin to decline more quickly.
“We’re looking at the range, and you literally see the number decrease in front of your eyes,” said Tesla driver, Alexandre Ponsin.
According to the report, when Ponsin noticed the discrepancy in range estimates, he contacted Tesla and booked a service appointment. 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.”
The company had quietly created a “Diversion Team” and instructed them to cancel as many range-related appointments as possible.
As per the sources cited by Reuters, managers told their employees that each service appointment cancellation was saving Tesla roughly $1,000. The act of canceling these appointments turned into a celebration for some employees, who would mute their phones and hit a metal xylophone, triggering applause from coworkers who sometimes stood on desks.
It could not be determined if the EV manufacturer continues to use algorithms to
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