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Evaluating Tesla's situation is difficult without context. With 3 million cars on the road, about 0.1% of owners have lodged complaints, which doesn't seem alar

Evaluating Tesla's situation is difficult without context. With 3 million cars on the road, about 0.1% of owners have lodged complaints, which doesn't seem alarming initially. Unintended acceleration issues, typically attributed to user error barring some floormat incidents, are common across the industry. Without comparison to the overall auto industry's complaint rate, Tesla's situation isn't notably concerning.

bandyaboot 3y ago
I find it notably concerning that they seem to want to avoid creating a record of customer complaint interactions.
- beerpls 3y ago
  I don’t. If you’ve ever worked in customer service you realize majority of issues are user error where the user isn’t bright enough to see their obvious error. Combine that with the hate cult that follows musk around and such a database would just be kindling… like how this report is kindling for the hate. It’s not surprising musks corporations act like any other corporation to me. But to each his own.
  - fgsfds028374 3y ago
    [dead]
  - minusf 3y ago
    "your call can be recorded for training purposes"
- throwaway892238 3y ago
  Literally every company in the world wants to avoid creating a record of defects. It opens them up to litigation and bad PR. That would put their shareholders at risk, which would effectively be negligence. Have you never heard of a data retention policy? Every company has them. They exist to delete records that could be used in a lawsuit or by a whistleblower. They tend to find whatever the regulatory maximum is and put their limit at a little past that.
  - hef19898 3y ago
    >> Tend to find whatever the regulatory maximun is This not a question of finding it so, the same way it is not a way of "finding" the speed limit on a certain stretch of road. And those retention policies are there to preserve records for the potential of future law suits. The absence of records that actually should be there doesn't do any service turing a trial or other dispute. Quite the opposite, usuall, it is assumed those records were deleted for the very reason ypu stated, meaning the company doing it almost guilty from the get go. Funny how you have the facts almost right, but everythong else backwards.
  - swalling 3y ago
    > Literally every company in the world wants to avoid creating a record of defects. No. The most effective companies in the world are the ones with the fastest feedback loops, and in the absence of directly measuring customer use of the product, sharing searchable records of defects is the best way to accomplish this. This is particularly the case in services companies like software. We will not only collect written defect reports but we circulate them in real time throughout the company so that issues can be fixed as fast as possible. At any good SaaS company, the Zendesk tickets, Salesforce records, and recorded customer calls from tools like Gong are often funneled directly into Slack or email alerts for anyone to see without even having to go search for them. Tesla insisting on unrecorded verbal communication is a shady practice only mirrored by con artists, HR hacks, and bloodsucking lawyers.
    - gtirloni 3y ago
      >throughout the company Sure, but Tesla is concerned with leaks becoming PR disasters for every little issue with their cars. Can't say I blame them, giving the routine unwarranted panic it generates. I doubt your company is making that data public.
      - wahnfrieden 3y ago
        [flagged]
- yafbum 3y ago
  In the US, companies have essentially two lawsuit survival strategies: don't communicate anything to customers until it has been reviewed by an array of lawyers, or communicate without review and without creating a record.
Zetobal 3y ago
Maybe it's the how and not what that is more of concern.
ahahahahah 3y ago
Unintended acceleration reports were something like 10x typical cars when I last looked at the data. At that time, there weren't many other electric cars and so I thought it was only fair to attribute those reports to the difference in immediate acceleration for electric cars. Since then, there's more electric cars to compare to and I've soured on one pedal driving (I suspect it leads to more user errors with brake vs accelerator) so it would be interesting to see if it's a Tesla thing or am electric car thing.
what-the-grump 3y ago
One thing I noticed and it scares me, when you are on auto pilot and you accelerate past the limit and then let go of the pedal the car will regenerative brake below the intended auto pilot speed, auto pilot will kick in and accelerate. I don’t know if the car will stop every time it’s happened I took over control. I’d have to setup something soft to hit to test it but it’s unsettling to the point where I don’t really use autopilot unless I’m going straight for a long time.

bandyaboot 3y ago

I find it notably concerning that they seem to want to avoid creating a record of customer complaint interactions.

beerpls 3y ago
I don’t. If you’ve ever worked in customer service you realize majority of issues are user error where the user isn’t bright enough to see their obvious error. Combine that with the hate cult that follows musk around and such a database would just be kindling… like how this report is kindling for the hate. It’s not surprising musks corporations act like any other corporation to me. But to each his own.
- fgsfds028374 3y ago
  [dead]
- minusf 3y ago
  "your call can be recorded for training purposes"
throwaway892238 3y ago
Literally every company in the world wants to avoid creating a record of defects. It opens them up to litigation and bad PR. That would put their shareholders at risk, which would effectively be negligence. Have you never heard of a data retention policy? Every company has them. They exist to delete records that could be used in a lawsuit or by a whistleblower. They tend to find whatever the regulatory maximum is and put their limit at a little past that.
- hef19898 3y ago
  >> Tend to find whatever the regulatory maximun is This not a question of finding it so, the same way it is not a way of "finding" the speed limit on a certain stretch of road. And those retention policies are there to preserve records for the potential of future law suits. The absence of records that actually should be there doesn't do any service turing a trial or other dispute. Quite the opposite, usuall, it is assumed those records were deleted for the very reason ypu stated, meaning the company doing it almost guilty from the get go. Funny how you have the facts almost right, but everythong else backwards.
- swalling 3y ago
  > Literally every company in the world wants to avoid creating a record of defects. No. The most effective companies in the world are the ones with the fastest feedback loops, and in the absence of directly measuring customer use of the product, sharing searchable records of defects is the best way to accomplish this. This is particularly the case in services companies like software. We will not only collect written defect reports but we circulate them in real time throughout the company so that issues can be fixed as fast as possible. At any good SaaS company, the Zendesk tickets, Salesforce records, and recorded customer calls from tools like Gong are often funneled directly into Slack or email alerts for anyone to see without even having to go search for them. Tesla insisting on unrecorded verbal communication is a shady practice only mirrored by con artists, HR hacks, and bloodsucking lawyers.
  - gtirloni 3y ago
    >throughout the company Sure, but Tesla is concerned with leaks becoming PR disasters for every little issue with their cars. Can't say I blame them, giving the routine unwarranted panic it generates. I doubt your company is making that data public.
    - wahnfrieden 3y ago
      [flagged]
yafbum 3y ago
In the US, companies have essentially two lawsuit survival strategies: don't communicate anything to customers until it has been reviewed by an array of lawyers, or communicate without review and without creating a record.

Zetobal 3y ago

Maybe it's the how and not what that is more of concern.

ahahahahah 3y ago

Unintended acceleration reports were something like 10x typical cars when I last looked at the data. At that time, there weren't many other electric cars and so I thought it was only fair to attribute those reports to the difference in immediate acceleration for electric cars. Since then, there's more electric cars to compare to and I've soured on one pedal driving (I suspect it leads to more user errors with brake vs accelerator) so it would be interesting to see if it's a Tesla thing or am electric car thing.

what-the-grump 3y ago

One thing I noticed and it scares me, when you are on auto pilot and you accelerate past the limit and then let go of the pedal the car will regenerative brake below the intended auto pilot speed, auto pilot will kick in and accelerate. I don’t know if the car will stop every time it’s happened I took over control. I’d have to setup something soft to hit to test it but it’s unsettling to the point where I don’t really use autopilot unless I’m going straight for a long time.