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> I'll spare the moral judgements against Tesla for this [...] [Tesla's] business plan and practices is creating [...] huge cognitive dissonance in your custome

by ajross 4y ago

> I'll spare the moral judgements against Tesla for this [...] [Tesla's] business plan and practices is creating [...] huge cognitive dissonance in your customers I think you forgot to spare anything. Meh. This is a software configuration issue like we've seen before. Like lots of devices in the modern world, the cars can be configured with common hardware but disjoint behavior. You might have the hardware for FSD, but you didn't buy it so you can't use it. You might have the same motor as the performance car, but the current limit is set to long range. You might have the mobile radio, but if you don't pay for the service you won't get satellite pictures. Or you might have a large battery, but be configured to use only a fraction. And in this case they messed up and accidentally granted a customer access to a feature they hadn't paid for. And the mistake wasn't discovered until the car got reconfigured when it was sold. I just don't see the "ransom" here. It's a messup. No one ever paid for that extra battery capacity they enabled. Should they honor the mistake? Maybe. But we really need to turn down the rhetoric in this community.

Enginerrrd 4y ago
Oh I did. I'm not calling it "ransom" or other rhetoric. You did a fantastic job of justifying what they did though. The fact that you can do so was actually my whole point: You can totally justify this! ...and yet... someone still feels like they got fucked. ...and people on the internet agree. That is the antithesis of harmony. Some amount of dissonance is unavoidable, but there are many brands and businesses out there that make sure if a mistake was made, customers leave feeling good. The point is that there are better ways to do business and maintain more harmony between you and your customers, and I've seen many companies be deeply rewarded for that as a whole. It does however often come at the expense of degraded metrics middle managers are commonly evaluated by. Penny-wise pound-foolish is very old wisdom. I think the real key is to evaluate from a systems perspective how that kind of dissonance can be avoided.

by ajross 4y ago

Enginerrrd 4y ago

Oh I did. I'm not calling it "ransom" or other rhetoric. You did a fantastic job of justifying what they did though. The fact that you can do so was actually my whole point: You can totally justify this! ...and yet... someone still feels like they got fucked. ...and people on the internet agree. That is the antithesis of harmony. Some amount of dissonance is unavoidable, but there are many brands and businesses out there that make sure if a mistake was made, customers leave feeling good. The point is that there are better ways to do business and maintain more harmony between you and your customers, and I've seen many companies be deeply rewarded for that as a whole. It does however often come at the expense of degraded metrics middle managers are commonly evaluated by. Penny-wise pound-foolish is very old wisdom. I think the real key is to evaluate from a systems perspective how that kind of dissonance can be avoided.