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    Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
    • Prijavi Tweet

    1/ Unintended Tesla app purchases, explored. About a week and a half before the end of Q4 Tesla rolled out a new feature on their phone app: an upgrades tab. Shortly after they rolled it out users began to complain about unintended purchases.

    15:49 - 20. sij 2020.
    • 430 proslijeđenih tweetova
    • 947 oznaka „sviđa mi se”
    • Key Dyson KFC Macau L A Thornhill 🍩almighty tallest akira🍩 hayden Nick Sequeira Lord Licorice II: Electric Boogaloo J/O Biden (´・ω・`)
    35 replies 430 proslijeđenih tweetova 947 korisnika označava da im se sviđa
      1. Novi razgovor
      2. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        Ted  ❤️ VCs!  🦄 je proslijedio/a tweet korisnika/ceNassim Nicholas Taleb

        2/ A famous Tesla owner, with a large Twitter following in the tech community, was affected. He said he didn't mean to make the purchase, never intended to use the software, and was unable to get a refund.https://twitter.com/nntaleb/status/1217471369350348807?s=20 …

        Ted  ❤️ VCs!  🦄 je dodan/na,

        Nassim Nicholas TalebOvjeren akaunt @nntaleb
        Elon @elonmusk, your Customer Support at Tesla is even worse than I claimed last time. It is an insult to your customers. pic.twitter.com/3HZ2YSjigS
        Prikaži ovu nit
        31 proslijeđeni tweet 220 korisnika označava da im se sviđa
        Prikaži ovu nit
      3. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        3/ He reached out to @TeslaService & they wrote back saying refunds are not allowed, as per policy. They implied that @nntaleb was just experiencing buyers remorse and that reversing the app purchase would be similar to tearing down an addition on a home.pic.twitter.com/aMEKiqwkEu

        11 proslijeđenih tweetova 217 korisnika označava da im se sviđa
        Prikaži ovu nit
      4. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        Ted  ❤️ VCs!  🦄 je proslijedio/a tweet korisnika/ceElon Musk

        4/ @nntaleb took to Twitter, as he promised he would, when the refund was denied. Perhaps due to @nntaleb's celebrity profile, Musk himself responded, apologized for the refund denial, said that was not right, and promised a fix.https://twitter.com/elonmusk/status/1217493904297058304?s=20 …

        Ted  ❤️ VCs!  🦄 je dodan/na,

        Elon MuskOvjeren akaunt @elonmusk
        Odgovor korisniku/ci @nntaleb
        Just saw this today. Tesla refunds in general should be easy to get electronically & certainly through customer service. Will he addressed.
        1 reply 14 proslijeđenih tweetova 200 korisnika označava da im se sviđa
        Prikaži ovu nit
      5. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        5/ So what is going on here? Are refunds for purchases against Tesla's policy? Could the purchase have really been accidental? Were others affected?

        1 reply 6 proslijeđenih tweetova 177 korisnika označava da im se sviđa
        Prikaži ovu nit
      6. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        6/ I decided to explore. I requested a @tesla owner's credentials and installed the Tesla app on my phone. When I installed the Tesla app, Apple forced me to type in my password or use my fingerprint to authenticate. This is a common practice to prevent accidents.pic.twitter.com/DmfwSxZXTo

        1 reply 10 proslijeđenih tweetova 152 korisnika označavaju da im se sviđa
        Prikaži ovu nit
      7. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        7/ I logged in to the app, verified there were no payment methods linked, and went to the upgrades screen. Amazingly, Tesla had already added $4,000 worth of software to my shopping cart. I did not click any button to add it. The checkbox is selected by default.pic.twitter.com/6mS95FOOIi

        112 proslijeđenih tweetova 449 korisnika označava da im se sviđa
        Prikaži ovu nit
      8. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        Ted  ❤️ VCs!  🦄 je proslijedio/a tweet korisnika/ceTed  ❤️ VCs!  🦄

        8/ I previously wrote a thread about Tesla's use of dark patterns on their website (but not in the EU, thanks to consumer friendly laws). As I mentioned in that thread, default selections are considered an abusive tactic that ethical companies avoid.https://twitter.com/tedstein/status/1144270099819483137?s=20 …

        Ted  ❤️ VCs!  🦄 je dodan/na,

        Ted  ❤️ VCs!  🦄 @tedstein
        6/ The dark pattern toggle is defaulted to "Include potential savings." This is a deeply unethical setting and all ethical user interface literature (from professional journals down to college text books) strongly argue against using defaults to bypass genuine user decisions. pic.twitter.com/n2KwdsSXrr
        Prikaži ovu nit
        48 proslijeđenih tweetova 343 korisnika označavaju da im se sviđa
        Prikaži ovu nit
      9. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        9/ The default selection makes accidental purchases much more likely. Perhaps Tesla is just bad at UI or perhaps they did this on purpose to encourage accidental purchases. Given how they use dark patterns everywhere the law allows (and only there), I suspect the latter.

        22 proslijeđena tweeta 301 korisnik označava da mu se sviđa
        Prikaži ovu nit
      10. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        10/ So the software was added to my shopping cart without me actually adding it. You still have to click the purchase button. Oddly, there was some text that doesn't even look like a button ... but is actually the purchase button!pic.twitter.com/e40qjN2wTx

        20 proslijeđenih tweetova 184 korisnika označavaju da im se sviđa
        Prikaži ovu nit
      11. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        11/ If you click the button then you are taken to a confirmation screen. As mentioned above, it is standard practice to require a password for purchases like this to prevent accidents. Apple even had me do that with a free app. Here is a screen shot of a $1.29 purchase.pic.twitter.com/eXNyMROj4t

        9 proslijeđenih tweetova 158 korisnika označava da im se sviđa
        Prikaži ovu nit
      12. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        12/ After adding $4,000 worth of software to my shopping cart automatically, what does Tesla's validation screen look like. Am I required to authenticate as per standard practice in such situations? No! There is no validation other than the click of a button!pic.twitter.com/563dnfWXaL

        24 proslijeđena tweeta 194 korisnika označavaju da im se sviđa
        Prikaži ovu nit
      13. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        Ted  ❤️ VCs!  🦄 je proslijedio/a tweet korisnika/ceTed  ❤️ VCs!  🦄

        13/ If you don't lock your screen before putting your phone in your pocket, bizarrely common, then an accidental purchase is not only possible ... it is likely! I believe this is by design. Tesla is better at apps than they are at cars, software-wise.https://twitter.com/tedstein/status/1218606808643915778?s=20 …

        Ted  ❤️ VCs!  🦄 je dodan/na,

        Ted  ❤️ VCs!  🦄 @tedstein
        24/ - The software was clearly built by programmers more experienced with the web and cell phone apps than embedded software. One random example, there are http requests that never leave the computer. This could be much cleaner.
        Prikaži ovu nit
        21 proslijeđeni tweet 251 korisnik označava da mu se sviđa
        Prikaži ovu nit
      14. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        14/ What about refunds? Musk implied that the issue was ease of refunds. It turns out there is a policy. To deny refunds. Please note the additional dark pattern here: the refund denial text is dark text on a blackground. The hardest to read on the entire screen.pic.twitter.com/f58338xRut

        46 proslijeđenih tweetova 286 korisnika označava da im se sviđa
        Prikaži ovu nit
      15. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        15/ How common are these accidental purchases? Very. Even Tesla's proxy PR/IR website, @ElectrekCo, admits that accidental purchases have been common. There are dozens of people on forums (huge Tesla fans!) saying similar.https://ww.electrek.co/2020/01/15/tesla-owners-unintentially-buying-software-upgrades-musk/# …

        30 proslijeđenih tweetova 209 korisnika označava da im se sviđa
        Prikaži ovu nit
      16. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        16/ To summarize: Just before the end of the fiscal quarter, Tesla rolled out an app update that is, at best, incredibly irresponsibly designed. Many people accidentally sent Tesla thousands of dollars. Tesla does not offer refunds except, apparently, to famous people.

        77 proslijeđenih tweetova 376 korisnika označava da im se sviđa
        Prikaži ovu nit
      17. Ted  ❤️ VCs!  🦄‏ @tedstein 20. sij
        • Prijavi Tweet

        Ted  ❤️ VCs!  🦄 je proslijedio/a tweet korisnika/ceNassim Nicholas Taleb

        17/ I want to end this thread by complimenting @nntaleb for doing his best to use his status for good. This is what integrity looks likehttps://twitter.com/nntaleb/status/1217510720306368513?s=20 …

        Ted  ❤️ VCs!  🦄 je dodan/na,

        Nassim Nicholas TalebOvjeren akaunt @nntaleb
        Odgovor korisniku/ci @elonmusk
        Thanks, but It would be a good idea to give equal response to people who do not have as many followers on Twitter. I am not interested in such a refund if other people equally affected don't get fair treatment.
        29 proslijeđenih tweetova 503 korisnika označavaju da im se sviđa
        Prikaži ovu nit
      18. Ted  ❤️ VCs!  🦄‏ @tedstein 21. sij
        • Prijavi Tweet

        Ted  ❤️ VCs!  🦄 je proslijedio/a tweet korisnika/ceTed  ❤️ VCs!  🦄

        18/ If you are interested in my thread on Tesla's use of dark patterns you can find it here. </thread>https://twitter.com/tedstein/status/1144270089556058112 …

        Ted  ❤️ VCs!  🦄 je dodan/na,

        Ted  ❤️ VCs!  🦄 @tedstein
        1/ Tesla's website/pricing is the most dishonest major e-commerce project I have ever seen. I got my start writing e-commerce software & goal was always to help the consumer understand exactly what they are getting and what they are paying. It's basic ethics.
        Prikaži ovu nit
        32 proslijeđena tweeta 232 korisnika označavaju da im se sviđa
        Prikaži ovu nit
      19. Ted  ❤️ VCs!  🦄‏ @tedstein 21. sij
        • Prijavi Tweet

        19/ Update: this is from the @ElectrekCo article linked above. I have seen the config files inside of Teslas. The highlighted portion is a complete and total lie. Enabling these features are just flags. It is not only possible for Tesla to remove these features, it is easy.pic.twitter.com/zAX09wo1cQ

        5 replies 18 proslijeđenih tweetova 196 korisnika označava da im se sviđa
        Prikaži ovu nit
      20. Ted  ❤️ VCs!  🦄‏ @tedstein 21. sij
        • Prijavi Tweet

        20/ Second update: There is a dedicated hash tag to Tesla refund issues. It seems Tesla likes to hold on to customer money as long as they can or at least does not prioritize speedy and consistent customer refunds. #TeslaRefundIssues

        14 replies 26 proslijeđenih tweetova 197 korisnika označava da im se sviđa
        Prikaži ovu nit
      21. Ted  ❤️ VCs!  🦄‏ @tedstein 23. sij
        • Prijavi Tweet

        21/ Additional update. People whose money was taken for purchases they insist they didn't make are showing up in my mentions. If this happened to you, you can: - Dispute the charge with your card or bank. - Report the issue to the @FTC. - Lawyer up if above doesn't work.

        9 replies 13 proslijeđenih tweetova 109 korisnika označava da im se sviđa
        Prikaži ovu nit
      22. Ted  ❤️ VCs!  🦄‏ @tedstein 28. sij
        • Prijavi Tweet

        Great news! @CamBirch successfully got a refund for an unintended app purchase. He generously shared his story, in hopes that it might be helpful if this happened to you. https://twitter.com/CamBirch/status/1222256448555515904?s=20 …pic.twitter.com/aHeM9jx8jG

        6 proslijeđenih tweetova 22 korisnika označavaju da im se sviđa
        Prikaži ovu nit
      23. Ted  ❤️ VCs!  🦄‏ @tedstein 29. sij
        • Prijavi Tweet

        Another update. Tesla included an image of the in-app purchase in their Q4 results. Link (page 8): https://ir.tesla.com/static-files/b3cf7f5e-546a-4a65-9888-c928b914b529 … Note that Tesla PhotoShopped out the refund denial text for their investor presentation. https://twitter.com/tedstein/status/1219406818415456268 …pic.twitter.com/gfwAHzHbwL

        5 replies 13 proslijeđenih tweetova 59 korisnika označava da im se sviđa
        Prikaži ovu nit
      24. Ted  ❤️ VCs!  🦄‏ @tedstein 2. velj
        • Prijavi Tweet

        24/ Tesla now admits unintended app purchases are possible, but uses their new tiny refund window (2 days) as the excuse to deny refunds. The 2 day refund is the only "fix" so far. Tesla still has not changed the unethical UI that makes unintended purchases likely.pic.twitter.com/U7oTETotn4

        8 proslijeđenih tweetova 29 korisnika označava da im se sviđa
        Prikaži ovu nit
      25. Ted  ❤️ VCs!  🦄‏ @tedstein 2. velj
        • Prijavi Tweet

        Ted  ❤️ VCs!  🦄 je proslijedio/a tweet korisnika/ceTed  ❤️ VCs!  🦄

        25/ An important item I failed to mention is that the expensive "Full Self Driving" software that people are unintentionally purchasing does not exist yet. It might never exist. Here are the UI fixes needed (in addition to a meaningful refund window):https://twitter.com/tedstein/status/1224031172063350785?s=20 …

        Ted  ❤️ VCs!  🦄 je dodan/na,

        Ted  ❤️ VCs!  🦄 @tedstein
        "conspiracy theory squashed" - Items STILL added to shopping cart automatically - STILL no authentication for checkout (butt-dial purchase possible) - Customer service was lying ("part of car now, no way to reverse") REMINDER: this is for software that DOESN'T EXIST. https://twitter.com/tesla4k/status/1224029280767623168 …
        3 proslijeđena tweeta 17 korisnika označava da im se sviđa
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      26. Ted  ❤️ VCs!  🦄‏ @tedstein 2. velj
        • Prijavi Tweet

        26/ One more update on this particular little fractal of fraud. Any time I look deeper, I find something else. Tesla (amazingly!) does not send a confirmation e-mail when the purchase is made. 48 hours to discover a purchase you didn't know you made. Good luck I guess!pic.twitter.com/S0rwP2fi0c

        8 proslijeđenih tweetova 35 korisnika označava da im se sviđa
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