Beijing (PingWest)—Tesla China on Monday issued an apology letter to customers via social media, following the Chinese market regulator urging it to ensure product quality,
“In the past few days, we are extremely sorry for putting all Tesla owners under pressure that they shouldn’t bear," the letter read. "In the face of tremendous pressure and doubts, providing better service with a more sincere attitude is the only solution."
"We will make unremitting efforts to improve products and services to better match the support of car owners," said Tesla.
Last Monday, a disgruntled customer clambered on top of a Tesla vehicle in protest over the company's handling of her complaints about malfunctioning brakes in one of its cars.
Videos that went viral showed the woman wearing a T-shirt emblazoned with the words "The brakes don't work" and shouting similar accusations.
But Tesla denied the accusation, saying that the customer rejected all of its proposals, including handing over the incident to a third party for investigation. Grace Tao, vice president of Tesla China, told the press that Tesla will not compromise. "Maybe it's a necessary process for the development of a new product," said the VP.
The response drew a wave of criticism from the Chinese official media, and later China's top market regulator issued a statement, urging Tesla to ensure product quality in the country.
On Wednesday, a regulator in the city of Zhengzhou, the protesting customer's home, demanded that Tesla share data related to the brake incident, which a representative at Tesla's store there said it would do, local state media reported.