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Premium Connectivity in Canada
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BR666T
Member
I had an SA tell me (via email): With regards to the premium connectivity, just like the website and order agreement didn't specify "only a year" it also didn't specify "lifetime premium connectivity". So the 1-year included premium connectivity stands. All Tesla's excluding the Standard Range Plus, get only 1-year included now.
Although I doubt this is the official Tesla line, this is really weak from a legal point of view I suspect. You can't state that we didn't say it was unlimited so therefore you had to assume it was limited. Limitations should be stated at the time of purchase.
Although I doubt this is the official Tesla line, this is really weak from a legal point of view I suspect. You can't state that we didn't say it was unlimited so therefore you had to assume it was limited. Limitations should be stated at the time of purchase.
Tesla has also not told me that my FSD package is unlimited, nor is my Acceleration Boost unlimited. However, Tesla did specify that Premium Connectivity was included in the Premium Interior. I think the Tesla logic is worse than weak.
Does anyone have any updates with this. I bought my car in Dec 2019 and it was fairly clear on the site and order that premium connectivity was a feature of the AWD vs SR+. There was no time limits or free trial mentioned. I see this as a clear bait and switch but I am willing to listen to how I might be wrong. Did anyone have any luck with getting this sorted out with Tesla or are they looking for a legal challenge?
fidodido
Member
You can keep wait in line. I don't think Tesla will do anything at this point. I missed the life-time Premium Connectivity package by 3 days (as I ordered it July 2. The cut-off date was June 30). I reached out to delivery specialist, Tesla support numerous times, and did not get anywhere. I have signed up with a group petition to grant more owners, but I don't think it will go anywhere.
Meanwhile, I have purchased (used) LTE hotspot to be to stream Spotify.
Gordeee
Member
Do you need to manually turn wifi ion every time you shift from park to drive? That is what annoys me most.
I'm using my phone as a mobile hotspot and it annoys me a lot too. I would like at least an option to always leave the WiFi ON.
I find it hard to see how Tesla can defend its position on this. They clearly marketed (sold) the premium connectivity features as part of the advantages of buying the more expensive AWD version and had no mention of a trial period. The US site did have a clear indication that it is a 1yr trial so they deliberately removed or omitted that from the Canadian site. It wasn't just a glitch or minor omission, it was there for months.
I am not sure why they would want to force a legal challenge here and clearly choosing an anti-customer policy. How many cars are we possibly talking about that it is worth their effort.
I would really like someone to be convince me that I am missing something here, because I love my car and the company and I don't want to have this clear slight conflicting my future decisions to buy a car from them.
I am not sure why they would want to force a legal challenge here and clearly choosing an anti-customer policy. How many cars are we possibly talking about that it is worth their effort.
I would really like someone to be convince me that I am missing something here, because I love my car and the company and I don't want to have this clear slight conflicting my future decisions to buy a car from them.
fidodido
Member
Yes, I do. It is annoying and I filed a request to keep wifi on. I'd suggest you do as well from your tesla account.
M109Rider
Active Member
I’ve always known that the premium connectivity was eventually going to cost us. I just hoped it wouldn’t, because they took their time to implement the fee.
I’m not sure now where or how I knew it, but I must have read it someplace.
I think most knew this also.
I too can say I knew it, but where it was written and how I knew that, I honestly don't recall. That's the issue. Most people who follow Tesla knew it would comes. But all buyers are as informed as most users on this forum can be. For those people the loss of premium connectivity can be a much bigger deal. The class action suit filled in Montreal (link I posted in previous message) contain a detailed document (in French) explaining the situation. A very interesting read.
Warning - Rant Ahead!
So I had an exchange with a Tesla Rep on their website chat support. I was basically told that the order page has not changed since I ordered my car (November/Dec 2019) and that the premium connectivity lifetime subscription was not offered and I only got 1 year included.
I tried to explain that when I ordered, there was no mention of 1 year period or even the term 'premium connectivity' and I asked him to look into how the site was presenting these features to buyers at the time I purchased my car. The features were clearly listed under the premium interior which was included with the AWD M3. This line of conversation did not go anywhere and they insisted that if I was offered a 'life time subscription' I need to provide them with evidence. Again, they insisted that the website did not change and that the 1 year included period for the features was there. This is patently untrue.
So, is Tesla instructing their reps to confuse or deliberately deceive us or was this just a poorly trained individual? I would have expected at least an acknowledgment that the order page and included features were not very clear, but instead I was told that I am either lying or confused.
To make things worse, upon asking for an email to send my complaint to, they gave me an email to Tesla Support which is not monitored and likely will be ignored.
Why is the media not covering this, there is a pending class action lawsuit in Montreal and countless of unhappy customers who spent >$70k on a car and now are losing important features if they don't agree to subscribe?
This whole thing really sucks because I am a huge Tesla fan and I tell everyone I know to buy it, now I will have to also mention that they are lacking in their customer service and are potentially deceptive about their products. This is also completely unnecessary, they should just take a look at what the order experience was like at the time and quickly realize that they made a mistake. Going to war with customers (who are in the right) is just stupid. It's not costing them a lot and if they are really hurting, add some extra features that are available only to premium connectivity subscribers, or even throttle video/audio quality to convince us to subscribe. So many options, yet they choose the most customer unfriendly way to deal with their mistake. I can only hope that this is all because their resources are spent on engineers and not customer relations - let's hope the car continues to satisfy despite being misled.
So I had an exchange with a Tesla Rep on their website chat support. I was basically told that the order page has not changed since I ordered my car (November/Dec 2019) and that the premium connectivity lifetime subscription was not offered and I only got 1 year included.
I tried to explain that when I ordered, there was no mention of 1 year period or even the term 'premium connectivity' and I asked him to look into how the site was presenting these features to buyers at the time I purchased my car. The features were clearly listed under the premium interior which was included with the AWD M3. This line of conversation did not go anywhere and they insisted that if I was offered a 'life time subscription' I need to provide them with evidence. Again, they insisted that the website did not change and that the 1 year included period for the features was there. This is patently untrue.
So, is Tesla instructing their reps to confuse or deliberately deceive us or was this just a poorly trained individual? I would have expected at least an acknowledgment that the order page and included features were not very clear, but instead I was told that I am either lying or confused.
To make things worse, upon asking for an email to send my complaint to, they gave me an email to Tesla Support which is not monitored and likely will be ignored.
Why is the media not covering this, there is a pending class action lawsuit in Montreal and countless of unhappy customers who spent >$70k on a car and now are losing important features if they don't agree to subscribe?
This whole thing really sucks because I am a huge Tesla fan and I tell everyone I know to buy it, now I will have to also mention that they are lacking in their customer service and are potentially deceptive about their products. This is also completely unnecessary, they should just take a look at what the order experience was like at the time and quickly realize that they made a mistake. Going to war with customers (who are in the right) is just stupid. It's not costing them a lot and if they are really hurting, add some extra features that are available only to premium connectivity subscribers, or even throttle video/audio quality to convince us to subscribe. So many options, yet they choose the most customer unfriendly way to deal with their mistake. I can only hope that this is all because their resources are spent on engineers and not customer relations - let's hope the car continues to satisfy despite being misled.
I work with contracts all the time. I can understand someone saying if you assert that I made a commitment to you in a contract show me where I did that. That is not saying that you’re lying, It was just saying show me.
I did a quick search to see what the Tesla websites looked like in December 2019. The Tesla US and Tesla Canada websites looked different. (In each instance, click on “Premium Interior” on the right side.
Here is the US website.
https://web.archive.org/web/20191216094233if_/https://www.tesla.com/model3/design#battery
It clearly identified Premium Connectivity and clearly shows the one-year aspect.
Here is the Canadian website:
Design Your Model 3 | Tesla
It did not identify Premium Connectivity but identified...
- In-car internet streaming music & media
- Internet browser
I am not sure what contract I am supposed to provide. When you buy a car, you agree to a model, colour, trim and included features. Not everything is spelled out in a car contract - I don't have a contract that includes every spec and standard feature of a car.
I am only guessing but a manufacturer can't just advertise certain included features and then put a time limit on them after the purchase.
They need to address the issue that on the Canadian site, during my purchase they had the internet music streaming, browser and satellite-view maps included in the premium interior. This is what I used to compare and ultimately decide to go with the AWD (*hint - it wasn't the fog lamps - although they might turn those off soon as well)
Giving me a run around and asking me for proof that they offered me 'life time subscription' is absurd and then offering me no option to email them my complaint is just insulting. I hope someone from TESLA might see this post and hopefully give me a respectable response.
You can always do that when connected to WiFi. I don't see any mention of LTE being included.
Can you get satellite maps with live traffic virtualization via WiFi? I don't think so.
Further, these items that are listed under premium but not under partial premium are clearly intended to show a difference in the feature sets of the packages. I don't suspect it was intentionally misleading - I think they kept changing their own minds on the packaging. But there are consumer protection laws specifically for this reason - they are needed more than ever in this digital age where vendors have an ability to remove access to features after you've paid them. This appears to be exactly what happened.
Exactly! I am not sure why people are defending Tesla here, it's clearly deceptive practice, maybe it's not illegal but deceptive and should not be how they do business. Maybe I am a sucker that I didn't read up and confirm every detail, but why do this, for a few million dollars Tesla can correct this issue and move-on.
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