Do you really believe that people are saying they need the fold-flat because it's an EMOTIONAL response? People that are successful enough in life to purchase an X typically don't let their decisions be dictated by emotions.
I think dismissing this as just a result of not being pampered is unfair to a large number of people. I think it's more a matter of people know what they want and certain features are non-negotiable. I may not be canceling, but I respect my fellow forum members' decisions. They've proven themselves as critical thinkers many times on this forum, which unfortunately, I cannot say for everyone.
I don't think that is what he was saying. I believe he meant that how people feel about what Tesla said, promised, or how they were treated, may not have that much bearing on the final decision to buy or not. Their final decision is the based on the actual end product. In this case, it was towing capacity and folding seats for the most part. If, OTOH, they communicated very poorly, yet delivered a product that exceeded expectations, then it still wouldn't be the communication that affected the decision. Again, it would be the end product. Unfortunately for many here, this was not the case.