Nobody ever got fired for doing exactly what the process said they should.
Someone in the chain that handled this ticket probably just didn't realize this was a case of broken process that would lead to a newsworthy bad outcome so they didn't escalate it and instead did what the process told them to. Maybe there was a perceived bigger fire to fight that day or something. It's really hard to build a support system that is highly averse to any perceived risk or monetary loss to the company without having things like these slip through the inevitable cracks in your processes.
> Someone in the chain that handled this ticket probably just didn't realize this was a case of broken process that would lead to a newsworthy bad outcome
All the more reason to avoid Teslas and any other equipment that can be modified remotely after the sale.
+1- and so many companies have gotten themselves in trouble for this. Some employee follows a policy blindly (even when it shouldn't apply or should be escalated) and then the PR blows up...
Someone in the chain that handled this ticket probably just didn't realize this was a case of broken process that would lead to a newsworthy bad outcome so they didn't escalate it and instead did what the process told them to. Maybe there was a perceived bigger fire to fight that day or something. It's really hard to build a support system that is highly averse to any perceived risk or monetary loss to the company without having things like these slip through the inevitable cracks in your processes.