> How did the company deal with complaints? The Tesla files also provide information about this. The files show that employees have precise guidelines for commu

> How did the company deal with complaints? The Tesla files also provide information about this. The files show that employees have precise guidelines for communicating with customers. The top priority is obviously: offer as little attack surface as possible. For each incident there are bullet points for the “technical review”. The employees who enter this review into the system regularly make it clear that the report is “for internal use only”. Each entry also contains a note in bold type that information, if at all, may only be passed on “VERBALLY to the customer”. “Do not copy and paste the report below into an email, text message, or leave it in a voicemail to the customer,” it said. Vehicle data should also not be released without permission. If, despite the advice, “an involvement of a lawyer cannot be prevented”, this must be recorded. Customers that Handelsblatt spoke to have the impression that Tesla employees avoid written communication. “They never sent emails, everything was always verbal,” says the doctor from California, whose Tesla said it accelerated on its own in the fall of 2021 and crashed into two concrete pillars.