- Tesla CEO Elon Musk said he’d help a customer who said he made an accidental $4,333 purchase on Tesla’s app.
- A Tesla customer-service employee had previously denied the customer’s refund request.
- After the customer tweeted the exchange, Musk told him that it should be easy for Tesla customers to get refunds.
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On Wednesday, the customer, Nassim Taleb, tweeted an exchange with a Tesla customer-service employee in which the employee declined to refund a $4,333 purchase Taleb said he accidentally made through Tesla’s mobile app. Taleb said his phone was in his pocket, comparing it to a butt-dial. He did not specify which feature he bought.
In an email to Taleb on Tuesday, the Tesla customer-service representative said the company would not give Taleb a refund, saying his request was similar to “paying for an addition to a house, deciding you don’t like it, and then requesting a refund from the contractor.”
Taleb expressed frustration in his response to the employee, saying the Tesla app was unusual for not requiring users to confirm a purchase after pressing the “buy” button.
After Taleb tweeted the exchange, Musk told him that it should be easy for Tesla customers to get refunds and that Taleb’s concerns would be addressed.
Musk is more active on Twitter than most CEOs, often interacting with fans and customers and sometimes dealing with customer-service issues.
—Elon Musk (@elonmusk) January 15, 2020
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