I believe that is a very important point. The only one who can change Tesla's position on this issue is Elon. Jerome is unlikely to back away from the position he has taken with the owners who have contacted him, and that party line is now being parroted by the rest of the organization. Somebody who knows Elon needs to makes sure he understands the customer dissatisfaction this issue is creating among many early adopters and long time Tesla supporters.
It would be best IMO if this was done privately, not in a public forum where he may feel compelled to speak the party line (if he is aware of it!).
You honestly think that Elon isn't aware of this and wasn't involved in crafting the message?