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In his tweets, Musk pointed out that "orders are fully refundable".
Tesla is now accepting $ 2,500 "pay-as-you-go" for the Model Y SUV, which is expected to begin manufacturing next year.
However, the company's "Model Y Vehicle Pre-Order Agreement" does not contain any provision allowing people who come to pick up their car and do not like what Tesla presents them – for example, a Y model with too many kilometers traveled. Odometer, smaller seats than expected, peeling paint or cracked windshield.
In addition, history suggests that when customers refuse to take delivery of a Tesla that they have ordered, they may not get a refund for their prepayment.
In Tesla online forums, customers exchanged notes and complained about its refund policy. Many say that they have not been reimbursed for their "deposits". (Tesla previously referred to "order payments" as "deposits" when it was preparing to deliver earlier model vehicles, including the Model 3 electric sedan and its first SUV, Model X.)
Others have sued Tesla to recover their deposits after refusing delivery.
A former Tesla fan, William Carrol, shared records with CNBC showing that he had ordered an X model in 2016, placing a $ 5,000 deposit before the 100% electric SUV was available to test it in No matter what showroom nearby.
He said: "I had never seen a model X. When the vehicle arrived at [Tesla store] I decided it was not big enough for my family and so I decided not to buy a purchase, "he said." I asked for a refund, but we got it. " 39, said they would not pay it back. I will never do any more with Tesla and I am still furious with him today. "
Given this ambiguity, CNBC asked Tesla: If a customer meets Tesla to take delivery of his Y model, but does not want to pay and take possession of the car because he has identified some flaws with it, get they pre-order payment of $ 2500 back?
A spokesman for Tesla pointed out that the pre-order deposit is applied to the Y model purchase price and is "fully refundable" until the customer takes delivery. After that, the customer can return the car in accordance with Tesla's return policy and seek to recover his payment. However, as CNBC has already pointed out, the refund process after returning a car is not always easy or quick.
A quick review of the Model 3 FAQ page finds:
"Please note that after receiving a Vehicle Identification Number (VIN), you will not be eligible to receive a refund for the deposit of your order."
The "order deposit" is what Tesla now calls a "pre-order payment". So, according to the language of Model 3, it's not always "fully repayable".
Customers seem confused about the policy, as shown in this recent Musk tweet from a potential Y model customer:
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