I don't see why he would. He was honest in recognizing that things haven't been perfect in the past, but the company has had a change in approach that makes us and our cars a higher priority than we were in the past. That's entirely consistent with the email and my interactions with others at the SC in Torrance, including Rosa, who leads Roadster service, and Mark, who leads the service center and has owned a Roadster.
If he were to have failed to acknowledge that we have legitimate gripes, he would have no credibility. The fact is that the company is a start up. They have had many challenges along that path, as can be expected. And transforming the company to launch and sell and support the models since the Roadster has meant that the company hasn't been focused on maximizing our ownership experience. If they had been focused on us and the 2008-2011 Roadsters instead of the other cars, the company likely wouldn't exist today.
Of course, receiving an email and having a handful of encouraging communications and experiences with a few people at one service center doesn't mean that it's all rainbows and unicorns for every one of us until forever. But it's a step in the right direction.
Oh, and Mervyn told me about how he did the Roadster headlight restoration on his car, as my wife's car and mine both need it. He said many shops do it but he didn't have a recommendation. Its obviously much cheaper than buying new headlight assemblies, depending on how much you value your time.
I understand all that.
It just seems like openness is not Tesla's forte (so far) and experiences with the new program have been mixed.
I need to move to SoCal! The Service Advisor I dealt with (the "Dedicated Roadster SA" at Dublin SC) admitted she didn't know much about the car.