[Customer] I brought it in for fixing the dashcam and what I heard from your rep is that it is something that you cannot fix yet.
[Paul] Yes, because engineering team is diagnosing that. That is the part I know about that one. So the engineering team. Jared is probably one of the most knowledgeable technicians. Did he speak with you already?
[Customer] Yes, he spoke. So... One of the technicians spoke.
[Paul] Yes, that was Jared. So, he escalated that to the engineering team. The engineering team is now doing their research to see what kind of fixes there are. When the engineering team gets back to us, we get back to the customer.
[Customer] Yeah, he already confirmed on Monday [when I brought the car for service], that it can be fixed by installing MCU2.
[Paul] So, the MCU2 is a possibility. They do not guarantee that it will fix it. It is a possibility. I am not sure what is the cost of MCU2, but not a guarantee that's gonna fix the dashcam.
[Customer] I checked with a couple of customers who had exact same issue, who paid for MCU2 and they...
[Paul] They paid for MCU2 and it fixed it?
[Customer] Yeah.
[Paul] Ok. I do not feel comfortable selling you MCU2 if I do not 100% know that that's gonna fix it. So would probably talk to the engineering team. Now if the customer wants to still upgrade to MCU2...
[Customer] No, I do not want to pay for it. The key thing is that I already paid for Full Self-Drive.
[Paul] Yes. The FSD.
[Customer] And that is actually the reason for this problem. So the FSD broke the...
[Paul] So when you get the FSD, it does work on the MCU1. But if you want to upgrade [to MCU2], there is a charge.
[Customer] I mean.. It does not work with MCU1 today.
[Paul] Ok. Right. And that will be a future thing. And this is why people with FSD, is a beta program.
[Customer] Exactly. I understand.
[Paul] It will give the opportunity. The possibility to get it later on.
[Customer] But right now the situation is that I have two problems with the car: The FSD has not been delivered yet. And dashcam is broken. And both of these could be fixed by basicly paying for MCU2.
[Paul] Yes. And MCU2 is an upgrade.
[Customer] Yeah, I understand.
[Paul] So, I do not know what the cost is.
[Customer] I know. It is $1500.
[Paul] Is it?
[Customer] Yes. Plus $500 for the FM tuner. So...
[Paul] $2000 for the MCU2. Ok.
[Customer] What I would suggest it that you would pay for it, because you broke the car. And it is under warranty.
[Paul] We broke the car?
[Customer] Yes, basically by installing the FSD. So that broke the dashcam.
[Paul] Did we sell you the FSD, or did you decide to purchase the FSD? Two different things. If the customer decides that they want to purchase the FSD, that is 100% on the customer.
[Customer] You do understand that the deal was not that it would break features from the car.
[Paul] It did not break anything. So basically, if you do want dashcam to work, we can take off the FSD. But you want the FSD. And to get the FSD, you need to upgrade to MCU2.
[Customer] If that is the case, then I would like to return the FSD and have full refund for it.
[Paul] Ok. Then I go ahead and.. Did you buy buy this online?
[Customer] Yes. I did buy it online. It cost... I had the - what it is called, the - Enhanced Autopilot before that. And then I paid $5000 for the FSD.
[Paul] FSD. So yes. You purchased it online, I believe there is way for you to do the return online.
[Customer] There is not.
[Paul] Then we would need to find out how to do that return. Yeah.
[Customer] If that is possible, then I would like to do that.
[Paul] Yeah. We'll return the FSD. Because, we are not gonna give free MCU2s for every customer who buys an FSD because it does not come with it. Two separate things. If you want the FSD, then the MCU2 needs to be upgraded. If it does not get upgraded, then you would wait until there is a fix by engineering team. Which I am not sure what that is at the moment.
[Customer] Yeah, I guess that the challenge is that nobody knows when that fix might appear.
[Paul] Well, exactly. That is why I am telling you that I am not sure if that MCU2 is gonna work. But if the customer says thay hey it is gonna work. I wanna buy it. That is up to the customer.
[Customer] Then we have a resolution: I just want to return the [FSD]...
[Paul turns to speak with service rep] This one, I just need to write notes on it and figure out how to do the refund for the FSD.
[Service rep] Gotcha. I'll ...
[Paul] I think once it returns, I do not know if customer has another opportunity to that in the future. I do not know...
[Customer] That is a separate issue that..
[Paul] Yeah.
[Service rep] Ok. Gotha.
[Paul] All right.
[Service rep] Perfect.
[Paul] Sounds good.
[Customer] All right.
[Paul leaves to let service rep handle the practicalities] Where is Mario...