@BertL has a reasonable complaint on at least two points:
1) His S90D has substantially less range than he expected when he made his purchase. He got about 10% less than they represented and than he paid for. Let me repeat that "and paid for". In any other product category this problem would be addressed by the vendor. If you buy a case of wine and one of the bottles is "corked", the winery sends you a replacement bottle (at least in my experience with any reputable winery). A $100K is sort of like a $1K case of wine, it's reasonable to expect to receive what you paid for.
My BMW i3 BEV, now two years old, has not lost a mile of range, certainly not 10%, so while Tesla's "don't bother me, suck it up" attitude may have convinced many owners, this is not something that is necessarily inherent in EVs. It is however an excellent example of "if you repeat a falsehood enough times, it starts to sound like the truth".
My S90D delivered in April (pre-refresh) has declined from 294 (EPA rated at time of purchase), to 288. It gets drained to < 20% and charged to 100% about once a month in the normal course of driving. I, and I suspect many other S90D owners, hope that we are not on the same curve as
@BertL.
2) Tesla's customer service (not vehicle service) is awful. I dare to say that even Comcast, and cable companies were once the low water mark for service, has better customer service. I had several issues with my car at purchase, ranging from the most amazingly fouled up lease you can imagine, to some product issues with the car. Tesla was beyond inept. There effectively is no customer service organization, they all point fingers at someone else, ask for patience, beg for time, promise to do something, and eventually deliver "half a loaf" if you scream and shout and threaten and cajole. None of the individuals are bad people, or harbor ill intent, they are just laboring under totally inept customer service management.
This lack of customer service will spawn a crisis if the factory is able to produce even half the volume of Model 3's that Tesla is promising to produce. M3 customers will not be as generous as MS/MX customers, many of whom have used these forums to admit and accept that they are paying too much, and being too patient (whether it's loss of range, or broken promises to update software) in order to subsidize Elon's "cause". M3 customers are buying transportation, not donating to a cause. Moreever they think they are doing business with a "premium" company so their expectations are going to be higher than if they were buying a Bolt. I see no indication that Tesla is preparing for the tsunami of demands that will be placed on the customer service organization when they start shipping in volume. They do not have the organizational or information infrastructure to deal with customers, they rely on Elon's charm and the driving experience.
Tesla owes
@BertL the courtesy of a reply, if it's just to tell him "too bad".
As he has expressed, he enjoys his car, but Tesla should understand that such generosity by owners is not a bottomless well. The press is poised to pounce, as we've seen with one AP death. When Tesla takes its inept customer service to the masses with the first 50,000 M3 owners, expect to see the press, both motor and press, roast them alive.
@BertL is the tip of the iceberg, not an outlier.
