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Transparency with Supercharging rates / Incorrect charging rates applied (Richmond BC)

Looking for some assistance on how I can contact/escalate this issue to Tesla. I will just copy and paste the email I am trying to get to Tesla support to describe the situation on lack of transparency/incorrect charging rates applied on my Model 3 LR.

I started with live support which was not helpful. They directed me to email [email protected]. Emailing this address I hilariously get a blocked notification. I searched a few more of the support sites and can not find any other avenues to escalate this to someone.

The email stating the issue:

Live support has directed me to this email to better assist with the issue.

I am assisting a local active Tesla Facebook group for what seems to be incorrect charging rates applied to the following supercharger: Richmond, BC Supercharger | Tesla

According to Tesla Support, the use of "Anytime" is causing many owners to question if the charges applied are incorrect. The chargers are V2 chargers that share 150kW max between 2 stations (1a, 1b shared... 2a, 2b shared). This supercharger location is quite popular and nearly is always full, so many in the facebook group (Including myself) are questioning why the majority of the time charged is in the Tier 2 bracket, if not entirely within the tier 2 bracket.

Navigating to this supercharger indicates there are no considerations for on-peak/off-peak rates. All available material seems to point that this charger is simply a Tier1/Tier2 pricing system.

Based on all available material, it seems this particular supercharger is incorrectly programmed. If not, are you able to provide specific details of this supercharger on how the rates are applied so that I can share with the group and that there is some accountability and transparency as to how the tier 1 and tier 2 rates are considered and applied?

One personal example recently is reference # PPU000125633 on my own account (Customer # 3612742). I was 100% sharing power with the occupied stall next to me and I was looking at the charge rate the entire 20 minutes which did not pass 57kW speeds. The invoice still shows that I am being charged Tier 2 pricing. This is puzzling because not only am I getting <60kW speeds, the supercharger support page linked above states:

" Tier 1 also applies anytime your vehicle is sharing Supercharger power with another car"

Which would dictate that irregardless of speed of charge, tier 1 pricing should be applied if you are sharing power as v2 chargers do between pairs of stalls. This is just one such example. Myself and a few others are under the impression that the majority of charges at this location are applied incorrectly.

I hope this can be resolved or at minimum be provided with greater transparency as to how tier 1 and tier 2 rates are being considered for this location. At the present moment, it seems the tier considerations are completely arbitrary and does not follow any of the documentation online or when viewing the pop-up when selecting the pin to this specific supercharger."

The money is not really the issue for me here. What's bugging me is the principle. If I don't get adequate answers from them I might consider small claims if I am bored enough to see what happens.

You guys got any advice or tips? Anyone experience similar?


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