The Model ‘X’ Experience: Tesla Bans a Cranky Customer

Elon Musk cancelled an order for a new Tesla after the buyer criticized the Tesla CEO’s handling of “an event designed for customers.” The customer was venture capitalist Stewart Alsop, who complained that he “felt ignored” because he had spent two hours at a Musk-hosted event but never got to see the Tesla Model X he had on order and had been invited to see. “I suppose you think that I left too early at 9:00pm and should have stuck around longer if I really wanted to see the car,” Alsop wrote after being banned.

About Musk banning him as a customer: “I am mostly sorry not to be able to participate in the automobile revolution that Tesla started,” Alsop wrote. “You have created a car company when everybody decided decades ago that it was not possible. You have challenged the hateful and intimidating distribution system that forces people to be subjected to the hard sell even if they just want to buy a car they know they want. You have innovated on user experience, battery technology, autonomous operation, and virtually every other aspect of the automobile experience today. And you designed and produced a really beautiful and amazing car along the way!”

Noting that Tesla “does not have a marketing department,” Alsop suggested “it might be time for the company to take on such a function. At the very least, it might mean that your events start on time and they are designed for the people who are invited to attend.”

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Pretzel Logic: Airline Snacks Make a Comeback

“After 15 years of near austerity, U.S. airlines are restoring some small perks for passengers crammed into coach,” reports The Washington Post. “Don’t expect ample legroom or free checked bags. But fliers will find improved snacks, a larger selection of free movies and — on a few select routes — the return of free meals.”

“This month, American will start offering Biscoff cookies or pretzels to passengers flying between New York and San Francisco or Los Angeles. By April, those snacks will expand to all other domestic routes. In May, American will bring back full meal service for coach passengers between Dallas and Hawaii.”

“These are token investments in the passenger experience that will not cost airlines a lot of money but are small ways to make passengers a little bit happier,” says Henry Harteveldt, the founder of travel consultancy Atmosphere Research Group. “American and United realized: We don’t let other airlines have an advantage on price, why let them have one on pretzels.”

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Volvo Promises a Death-Proof Car by 2020

Christian Science Monitor: “Volvo says its “vehicles will be death-proof by 2020, making good on industry promises that autonomous vehicles are not just cool, but life-saving … Volvo’s 2020 plans will bring together sensor technology like adaptive cruise control, which can work in stop-and-go commuter traffic; it’s already an option in its XC90 SUV, which won the North American Truck of the Year award and a Top Safety Pick Plus from the Insurance Institute for Highway Safety.”

“The company’s supposedly death-defying cars will also use sensing and alerting technology to let drivers know when it senses the car is going off the road, turning into oncoming traffic, or about to hit a cyclist or large animal — and if that doesn’t work, they’ll put on the brakes automatically. The vehicles will even keep an eye out for sleepy or distracted drivers, sounding a warning if erratic driving suggests someone’s nodding off behind the wheel.”

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