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Elon Musk tweets smooth return policy, but cannot be maintained



In his tweets, Musk emphasized that "orders are fully refundable."

Tesla now accepts $ 2500 "pre-orders" for the Model Y SUV, as it says it will start manufacturing next year.

However, the company's "Pre-Order Agreement for Model Y" does not contain any provisions for people who prove to have their cars and do not like what Tesla presents to them – for example, a model Y with too many miles on the kilometer, less than expected seats, tiled paint or a cracked windshield.

Moreover, the story suggests that when customers refuse to take over a Tesla they ordered, they cannot be refunded pre-order payment. [1

9659002] In Tesla forums online, customers have traded notes and complained about the repayment policy. Several say they have not received their money refunded for "deposits". (Tesla previously referred to "pre-order payments" as "deposits" when it was preparing to deliver previous model cars, including model 3 electric sedan and its first SUV, model X.)

Others have sued Tesla for get their deposit back after refusal of delivery.

A one-time Tesla fan, William Carrol, shared records with CNBC showing he ordered a model X in 2016 and placed a $ 5,000 deposit before the electric SUV was available to him test drive it in a nearby showroom.

He said, "I had never seen a model X. When the car came to [Tesla store] I decided it wasn't big enough for my family and so I decided to buy," he said. "I asked for a refund, but was told they would not refund. I will never do business with Tesla again and am still angry about it today."

Due to this ambiguity, CNBC asked Tesla: If a customer meets up with Tesla to accept his model Y, but does not want to pay for and use the car because they have identified some errors with it, they get their prepayment at $ 2500 back?

A Tesla spokesperson emphasized that the deposit is used in advance against the purchase price of model Y, and is "fully refundable" to the customer receiving delivery. After that, the customer can return the car under Tesla's return rules and seek to get the payment back. However, as CNBC has previously reported, the process of getting a refund after returning a car is not always smooth or fast.

A quick review of the Model 3 FAQ page finds:

"Please note that after you receive a Vehicle Identification Number (VIN), you will not be entitled to receive a refund for the Order Deposit."

" Order deposits "is what Tesla now calls" prepayment ". So, based on the Model 3 language, it's not always "fully refundable."

Customers seem to be confused by the policy, as shown by this recent tweet to Musk from a potential model Y customer:

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