I think a large part of the issue with Broder's experience boils down to communication. It's tempting to believe in some kind of objective reality when it comes

I think a large part of the issue with Broder's experience boils down to communication. It's tempting to believe in some kind of objective reality when it comes to communication, but communication has two very subjective sides: 1) What the speaker has said 2) What the listener has understood A very good teacher knows how to assess #2 in a continuous feedback loop. Unfortunately, one's sensitivity to this feedback is greatly diminished over the phone. This often results in outcomes where the speaker and the listener have very different accounts of what was communicated. After reading all of the back and forth, the only conclusion I can reach is that Broder didn't have any ill intentions,and Tesla staff tried to help him, but the outcome still wasn't good. The actions Broder took didn't allow him to reach his goals. You may hold an opinion as to whether he was too conservative/liberal with his approach to charging and efficiency management. You might hold an opinion as to whether or not he properly interpreted Tesla's advice, but it doesn't change the facts of the matter. He didn't make it to where he was headed, and his trip goals was pretty typical. Broder strikes me as a pretty "normal" person. He doesn't seem biased toward or against the car. He seems rather indifferent, which is how many American drivers feel about their cars. If Tesla's pitch is that this car is "just as good" as a gasoline car, then they've clearly over-pitched. Whether Elon Musk wants to admit it, the Model S does require considerations that we're not used to making with gasoline powered cars. Making 1 hour pit stops to "refuel" every 200 miles has a pretty serious impact on trip times when compared to a gasoline powered car that can stretch to 300 miles between fill-ups and can be back on the road in 10 minutes. A good tact at this point might be to realign their message with the car's capabilities and offer an olive branch to Broder. He seems ready to accept it.