The two factions seem to align like this:
The Pro-Tesla side says there are two rules when it comes to Tesla. Rule #1 is that Tesla can do no wrong. Rule #2 says that if you think Tesla did something wrong, see Rule #1. They invite the straw man (Word paper clips, really?) to the discussion. In the end, Tesla has only the interests of its customers at heart. If a TV show were made about Tesla, "Tesla Knows Best" would star Elon Musk as Jim Anderson. We customers would vie for the supporting roles of Margaret, Bud, Betty, and Kitten. We'd be schooled by the wise and omniscient Elon at the end of each episode.
The Anti-Tesla side says that Tesla does things that are not customer-friendly. Tesla also makes unilateral decisions about the functionality of our cars that we may not grasp or want without our knowledge or consent. Tesla giveth, and Tesla taketh away. And that is not OK.
What is apparent with both groups is that we are totally ignorant of the machinations that occur in Palo Alto, Fremont, and Hawthorne. The Pro group gives Tesla a large, almost unfettered benefit of the doubt. Maybe they are easily seduced by all technological advancements and changes, and are quick to excuse failures as part of learning. After all, Mark Zuckerberg thinks that it is OK to suggest that liking pictures of African Americans would infer that the viewer would like to see more pictures of primates, no?
Meanwhile the Anti group has put up with Tesla's peccadilloes for many years. We have given them many benefits of the doubt as Tesla worked its way from start-up to adolescence to near adulthood. But the accumulated effects of these peccadilloes culminated in the instant discussion we are having. Adding fuel to the Anti fire is that Tesla is conspicuously absent from any and all communication with its customers. Generally, as a course of human nature, evasiveness equates to guilt.
To sum up: I believe that the utter failure of Facebook's software in the example cited above and Tesla's issues with its battery management software/hardware are similar in nature. Things work well for a period of time, but then the unexpected happens. And both Facebook and Tesla were unprepared for these events.