Since it happened in their care, and there's a good chance that it was the tech that was responsible (judging by the Police report), it seems the least they could do would be to supply a loan car, but it sounds like they're not even doing that.Come on, it clearly will need to go through Tesla's insurance, which from the article is all that seems to be happening. The insurers will need to confirm it's a write off and that they will pay out to Tesla. Someone made a mistake, unfortunate but it happens. Its sadly the case that whenever your vehicle is in an accident it's a load of hassle for you, irrespective of fault.
The Norweigen owners complaints are very varied, some sounded like simple service issues (Trunk lid filled with water) and others are just random nutcase complaints (promised free charging throughout the car's lifetime, but the new charging stations do not fit the car).
I've used service several times for new car issues (it's currently in getting a new Super Manifold) and always had good service from the folks at West Drayton and Reading.
The article suggests he found an alternative car in inventory to swap to which was signed off on, and then rescinded. Why? Obviously the accident wasn't his fault, could they not supply him with that car and then deal with the insurance and who is to blame matter at their own pace?
I don't see why the owner has to suffer the delays and potential wranglings when he wasn't even involved.