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A week after a damning report claimed Tesla had not honoured the warranty of some customers who experienced parts failures – despite allegedly being known to the company – the car giant has labelled the article as “demonstrably incorrect”.
US electric-car giant Tesla has hit back at an extensive report which claimed the company knew about certain parts failures on a number of models under warranty but charged customers for repairs.
Last month, news agency Reuters published a special report citing internal documents from Tesla allegedly showing repeated upper and lower control arm failures – as well as axle and steering rack faults – on multiple of the company’s models.
Now Tesla has labelled the report as “misleading”, “incomplete” and “incorrect”, using social media platform X (formerly known as Twitter) – owned by Tesla CEO Elon Musk – to respond to Reuters’ request for comment on the allegations.
“Reuters published an article that leads with a wildly misleading headline and is riddled with incomplete and demonstrably incorrect information,” Tesla’s statement on X reads.
“This latest piece vaguely and nonsensically suggests there are thousands upon thousands of disgruntled Tesla customers. It’s nonsensical because it’s nonfactual – the reality is Tesla’s customer retention is among the best and highest in the industry.
“This cherry-picking approach to journalism results in missing the truth, which is a pattern in many of the negative articles about Tesla.
“Using one customer’s one-sided version of events as the universal experience of all customers paints a false and misleading picture of Tesla.
“In reality, for every upset customer, there are hundreds more who are thrilled with their Tesla and eager to repeat their business. The numbers don’t lie in terms of repeat sales and customer satisfaction.”
Tesla’s response to the article on X – rather than directly to Reuters journalists, as is common practice – is likely due in part the electric-car company’s long-standing policy of not having a traditional public relations department, instead using a social media platform owned by its head, or updating its website to convey its messages.
While Tesla claims Reuters’ headline of the company blaming drivers for parts failures – countering that it paid for most of the 120,000 vehicle repairs under warranty, which was included in the original article – the car-maker did not dispute the report’s claims that owners of older cars had to pay for about 31,000 repairs.
The electric-car maker also refuted an alleged internal document which showed a wheel had fallen off a Tesla Model 3 while it was driving at 100km/h.
Despite the original report claiming this car had just 24,000km on its odometer, Tesla said a photo of the subsequent damage shown by Reuters represented “not a failed component, but instead a post crash component that was damaged in the course of reducing the adverse effects of a collision” – with a prior crash resulting in the warranty not covering the repair.
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