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A Tesla owner who reportedly butt-dialed a $4,280 update is struggling to get a refund, highlighting a longtime complaint from customers


Tesla Model 3_2

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A benefit of Tesla ownership is that the electric-car maker beams out over-the-air software updates, allowing owners to upgrade their car’s performance and add other features without setting foot in a dealership or buying a newer model. But being able to level up your Tesla on a whim comes with drawbacks — at least for one Model 3 owner. 

Ali Vaziri accidentally bought a $4,280 software upgrade through the Tesla app on September 24, and still hasn’t received a refund weeks later, CNBC reported. Vaziri learned of the pricey purchase when he received a mobile notification from his bank about the transaction. 

“My phone was in my jeans,” Vaziri told CNBC. “I took it out, put it on this charger that comes with your Tesla and that’s it. A minute later? I got the text. I’ve never purchased anything through the Tesla app before.”

Vaziri’s linked a credit card to his Tesla account to pay a monthly fee for “premium connectivity,”  but the card was billed thousands extra for a capability he didn’t want — “Enhanced Autopilot,” according to CNBC. Tesla introduced the $4,000 driver-assistance feature in September as a less expensive alternative to the company’s “Full Self-Driving” option, which, despite its name, is not currently fully autonomous. 

Vaziri called his local Tesla store and service center along with a customer-service number to no avail, CNBC reported. The customer-service representative told Vaziri to click the “refund” button on the Tesla app, but Vaziri said no such button existed. An email Tesla sent Vaziri acknowledging the accidental transaction only directed him to Tesla’s support website, which suggested calling the local service center. 

According to CNBC, Tesla still has not refunded the purchase, leading Vaziri to try to cancel the transaction through his credit card company. 

“The car has been great since I’ve had it. But this has been a nightmare,” Vaziri told the outlet. “The customer service is horrendous.”

Tesla and Apple did not immediately respond to Business Insider’s requests for comment. In-app purchases need confirmation from the user via a passcode, fingerprint reader, or FaceID, Apple told CNBC. 

This isn’t the first time a Tesla owner has accidentally made a expensive purchase through the Tesla app. In January, Tesla CEO Elon Musk stepped in to help a customer who unknowingly purchased a $4,333 upgrade and was denied a refund. 

“Tesla refunds in general should be easy to get electronically & certainly through customer service,” Musk tweeted in response to that customer’s complaint.

Read the full CNBC story here.

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Source:: Business Insider

      

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