New allegations have surfaced accusing Tesla of forming a secret group, the so-called “Diversion Team,” to manage complaints related to driving range. As reported by Reuters, the team was allegedly established in the Las Vegas area and was tasked with persuading customers to cancel their range-related service appointments.
The “Diversion Team” reportedly educated customers that the Environmental Protection Agency (EPA) range figures were merely estimates. They also explained that the battery’s degradation would decrease the vehicle’s range over time, and that improved efficiency in driving could extend this range.
However, when customers insisted on servicing their vehicles, the team would attempt to postpone these appointments as far as possible. According to the same report, the rationale behind this strategy was dual-purposed: it was expected to save the company about $1,000 per appointment and alleviate the burden on the service centers already overwhelmed with long queues.
Tesla, however, has remained silent on these allegations. This is not the first time that the automaker has been in the spotlight over the exaggeration of the driving range of its electric vehicles. In 2019, Tesla faced a hefty fine of $40 million by the EPA for making false claims about its Model 3 sedan’s range.
This latest revelation about the alleged “Diversion Team” is the most recent episode in a string of controversies plaguing Tesla’s customer service practices. The company has previously faced criticism for its long wait times for service appointments, high repair costs, and the manner in which it handles customer complaints.
According to a source familiar with the design of Tesla’s in-dash readouts, the company had decided to adjust the algorithms of its range meter about a decade ago. These adjustments purportedly presented drivers with “rosy” projections of the possible distance their vehicles could cover on a full charge. However, once the battery level dropped below 50%, the algorithm provided drivers with more realistic estimates.
To prevent drivers from being stranded due to a rapidly declining projected range, the vehicles were designed with a “safety buffer,” offering about 15 miles (24 km) of additional range even after the dash readout showed an empty battery.
The exact number of customers affected by the actions of the alleged “Diversion Team” remains unclear. Nevertheless, the allegations raise significant questions about Tesla’s dedication to customer satisfaction. The potential impact on the trust between the company and its customers could be substantial, ultimately influencing Tesla’s market position. As these accusations unfold, the spotlight on Tesla’s transparency and ethics intensifies, necessitating a response from the automaker to address these potentially damaging claims.
