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A support rep's main job is to put the customer at ease. The more details the customer has to contend with the more stressed out they are.

The best action here would be explain that there was an internal process issue at Tesla, apologize and then make an offer to reconcile the error.

edit: wording

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It only reduces the customer's stress to hear "don't worry about it sir, I'll take care of it" if that statement is credible. If I'm being told that and I know it's bullshit, my stress level is increased, not decreased.

Once the customer is on their third call to customer service, the credibility is already lost. Unless the customer will have their car in a single digit number of days, refusing to be honest with them isn't going to help.

Customer service's job is also to make the company not look bad. If you're fully honest about something as ridiculous as the CEO not letting you have your car, and then proceeding to not answer your calls because no one knew what to do, that makes the company look terrible.

If you share that kind of knowledge, the customer might end up writing a blog post showing how incompetent the company is, and that blog post might make front page of Hacker News.

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